September 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our office her...
Traffic Manager in their office contacted Mr. [redacted] and explained, based on their records and the information on myuhaul.com, there is no record of a $100 quote to have U-Boxes delivered from Indianapolis to his residence. Mr. [redacted] stated he was told this price in person by an employee in Indianapolis. Our Traffic Manager relayed there is nothing indicating this quote and if he can provide a written confirmation or email showing the quote, we will work with him. He was also informed if he needed a third box, he should have contacted us so we could have provided one. Out of 14 recordings pulled, Ms. [redacted] stated none mentioned needing a third box. Mr. [redacted] became upset and said he didn’t feel like he should call in because everyone at U-Haul is incompetent and would not be able to help him. Ms. [redacted] advised our office the charges will stand but they would also be willing to review the situation again if he can provide documentation.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
April 16, 2015Revdex.com ID#: [redacted], [redacted]U-Haul Ref#: 800070Thank you for forwarding Mr. [redacted]’ recent objection to our office. [redacted], a Senior Customer Service Coordinator, reviewed the information Mr. [redacted] provided. She had sent him the following email on April 1st:[redacted], [redacted]...
Grant the U-Haul Storage Manager for Southern Washington informed us [redacted] is not U-Haul owned. They do rent U-Hauls as a side business. We have advised the Revdex.com of this and have asked them to forward your concerns to [redacted]. Sincerely, [redacted] Sr. Customer Service CoordinatorI sent following email to [redacted] Gilbert in your office on April 1st as a follow up to my original response to your office on March 30th for ID# [redacted]:Hi [redacted], We received an email back from Mr. [redacted] with the address of the storage facility he rented from, however, it is not a U-Haul storage facility. Therefore, his concerns should be rerouted to the independent storage facility at [redacted], [redacted]Thank you,[redacted]Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International
April 28, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Utah Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised...
him of a refund for the install and damages according to the repair receipts. Mr. [redacted] will be coming into our U-Haul location for the refund.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email:
[redacted], Your communication to my corporate office has been forwarded to my...
attention for review and resolution. Please accept my sincere apology for the service you described as receiving when trying to get the details on the repair fee your were charged from our [redacted] Location and our Shop. We expect them to provide every customer with the highest level of service, and I'm sorry this was not your experience. I have review all files, repair statements, and invoices from outside vendors and added a detailed spreadsheet below of the actual fees. Our shop personal that spoke with the manager at this location did not provide this information to the Manager ([redacted]) you spoke with at the [redacted] location, he simply told him it would be $1,000.0 to repair. Please be assured our Shop President has seen your concern and will follow up appropriately. We value you as a customer and in doing so we have credited your card the overcharge of $329.75, the trip fee of $99.00 and the down time of $200.00, for a total credit of $628.75. Your feedback is valued and appreciated; we look forward to serving you again in the future. Thank you, [redacted] U-Haul Co. Of [redacted]
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
July 16, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jason G[redacted], our President for our Central North Carolina Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a call back to make him aware the location is actually managed from [redacted] Blvd. so any communication from there is related to his room at 1560 W. Gate City. He also wants to send Mr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Mr. G[redacted] hopes to hear from Mr. [redacted] soon if not already. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
January 18, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Larry T[redacted], our Field Manager for our Orange County Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted]...
advising him of a refund for all the charged months for the U-Box rental. He also left his personal cell phone number in case he had other questions. The refund should post on Mr. [redacted]’s next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
May 30, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Ms. [redacted]. Jorge W[redacted] our President for our Boston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s concerns...
were resolved on Friday, May 26th. When she rented the U-Haul truck, Mr. [redacted] assisted with the contract and personally helped her over the phone and explained the process of the rental. Ms. [redacted] was able to use her VIP Certificate and had no other issues. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution satisfactory to me. The business has completed the stated resolution and I consider this complaint resolved.Regards,[redacted]
July 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he voided the $50 VIP Certificate and...
issued him a refund for $50 back to his Visa account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]
Executive AssistantU-Haul International
March 3, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our GM for our U-Haul Moving and Storage of Chelsea, followed up on the information Mr. [redacted] provided. He informed our office that our CSR ran the $100 bill under a black...
light and used a counterfeit marker and both showed the bill was not good.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
January 8, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she left a message for [redacted]...
informing him of a refund for $90 back to his [redacted] account. The refund should post on his next credit card statement. She also mentioned, in regards to the reservation issue, the reservation was made online on December 27th at 7:39pm. The reservation was scheduled at 9:45am the following day. Our U-Haul location at [redacted] in [redacted] was the referred pick up location, not the scheduled location.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
June 27, 2016 Revdex.com ID#: [redacted] - [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Ms. [redacted]. Jim S[redacted], Marketing Company President, spoke with Ms. [redacted] and apologized for the overcharges. Mr. S[redacted] has removed the promissory...
note that was created. Ms. [redacted] does not owe U-Haul any further payments for the rental Contract [redacted] As we value Ms. [redacted] as a customer, we also agreed to a $50.00 VIP Certificate that can be used toward a future purchase, a rental, or towards the many products and services U-Haul has to offer. Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Penny S[redacted] Executive Assistant U-Haul International
August 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Sharon [redacted], our Executive Assistant for our Mississippi Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in...
response: Dear Ms [redacted], Although we regret the inconvenience you encountered during your recent experience with UHAUL. We are pleased that you took the time to bring this matter to our attention. Please accept our apologies and know that UHAUL strive to provide the highest measure of quality service to our customers. We would love to retain you as one of our valuable customers. So, as a good faith gesture please accept the $200.00 in VIP Certificates to be used for any thing that UHAUL rents or sell. I am confident that your future experiences with UHAUL will be to the level of service UHAUL strive for all of their customers. Your VIP will be sent in a separate email Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] did not follow up with me. It was only yesterday, May 5, 2015, AFTER I FILED MY COMPLAINT with the Revdex.com, that someone locally, a woman named [redacted], contacted me. She still did not give an explanation as to why I was charged $87 for a 24 hour rental advertised at $19.99. All she said to me was, “I’m sorry you didn’t understand you were charged a deposit.” AT NO TIME during the phone call when I reserved the van, did the rep say anything about a deposit being taken and certainly not one in the amount of $87 or I would have objected then. I was told that a $1.00 hold would be placed on my credit card. On the day we rented the van, April 27, 2015, the mileage was checked BEFORE we left the store and again checked when we returned a few hours later. The gas tank had been filled as well. Therefore, I should have been charged and paid the ACTUAL amount due and not some larger amount. I called that very day (Monday, April 27) to speak to someone and get an explanation as to why this larger amount had been taken from my account and the person who answered could not give a reason, just said I would get a credit and then hung up or we were disconnected. So I called again the next day, spoke to another woman who put me on hold and then I was disconnected AGAIN. I called AGAIN on Wednesday, April 29, 2015 and asked to speak to a manager. I was put on hold and then told no manager was available to talk to me, but that they would call me back, which they never did. I then filed a complaint because I think this is bad business practice and if they are doing this same thing to every client (charging an excessive amount then giving a credit three or four days later), then they are using other people’s money (possible earning three to four days interest) while the money is in U-Haul’s account and keeping me (and possibly others) from having access to my own funds.
Regards,
[redacted]
February 3, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Western Ontario Regional Office, followed up on the information Ms. [redacted] provided. She informed our office they found no mechanical...
issues with the truck Ms. [redacted] rented but asked that we pass on her apology for any inconvenience she experienced. Ms. [redacted] also mentioned that the reason Ms. [redacted] was put on E-Alert was due to her verbal abuse toward our U-Haul Center staff and the continuous harassment she caused toward them. A full refund for the rental in the amount of $251.99 was issued back to Ms. [redacted]’s [redacted] account and should post on her next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
The information sent by Uhaul is not accurate. The truck was indeed faulty and I have two eye witnessed who are willing to submit written testimony to support this fact. Aside from this, my main complaint was with the behavior of [redacted], to which I also have an eye witness and have contacted another costumer who was present in the store at the time who is also willing to make a statement in regards to [redacted] actions. She told me point blank, after she laughed in my face, that nothing would be done and the complaints would be sent back to her and she would mark them as resolved. That inss indeed what happened. Thus type of business operation is not ethical in any way. I will not be brushed aside and forget about this like they are assuming I will. I am going to continue fighting this until it is resolved and I do not care how long it takes.
July 28, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Our records indicate a refund for $79.45 was issued back to Ms. [redacted]’s Master Card account on June 14th. The refund should post on her next credit card...
statement if not already. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
May 31, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jesus T[redacted], our President for our Dallas Regional Office, reviewed Mr. [redacted]’s recent comments. He asked we relay his apologies to Mr. [redacted] and also assured our office our U-Haul Dealer takes pride in contacting their customers as well as adding notes every time calls are made to a customer. Mr. [redacted] stated they did not receive a call, therefore, the $50 Reservation Guarantee Fee was refunded. We still had a truck for him 1 and ½ miles away from the original pick up location and he was dispatched within 35 minutes. Mr. T[redacted] stated our dealer went above and beyond to take care of Mr. [redacted]. He went on to explain, as for the charges incurred at the Carrollton location, they were from him driving extra miles and bringing the truck back with less fuel than when rented. Mr. T[redacted] had a refund for the extra miles issued but nothing further is warranted. The supplemental refund for $35 should post on his next credit card statement. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
September 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our office her...
Traffic Manager in their office contacted Mr. [redacted] and explained, based on their records and the information on myuhaul.com, there is no record of a $100 quote to have U-Boxes delivered from Indianapolis to his residence. Mr. [redacted] stated he was told this price in person by an employee in Indianapolis. Our Traffic Manager relayed there is nothing indicating this quote and if he can provide a written confirmation or email showing the quote, we will work with him. He was also informed if he needed a third box, he should have contacted us so we could have provided one. Out of 14 recordings pulled, Ms. [redacted] stated none mentioned needing a third box. Mr. [redacted] became upset and said he didn’t feel like he should call in because everyone at U-Haul is incompetent and would not be able to help him. Ms. [redacted] advised our office the charges will stand but they would also be willing to review the situation again if he can provide documentation.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
April 16, 2015Revdex.com ID#: [redacted], [redacted]U-Haul Ref#: 800070Thank you for forwarding Mr. [redacted]’ recent objection to our office. [redacted], a Senior Customer Service Coordinator, reviewed the information Mr. [redacted] provided. She had sent him the following email on April 1st:[redacted], [redacted]...
Grant the U-Haul Storage Manager for Southern Washington informed us [redacted] is not U-Haul owned. They do rent U-Hauls as a side business. We have advised the Revdex.com of this and have asked them to forward your concerns to [redacted]. Sincerely, [redacted] Sr. Customer Service CoordinatorI sent following email to [redacted] Gilbert in your office on April 1st as a follow up to my original response to your office on March 30th for ID# [redacted]:Hi [redacted], We received an email back from Mr. [redacted] with the address of the storage facility he rented from, however, it is not a U-Haul storage facility. Therefore, his concerns should be rerouted to the independent storage facility at [redacted], [redacted]Thank you,[redacted]Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International
April 28, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Utah Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised...
him of a refund for the install and damages according to the repair receipts. Mr. [redacted] will be coming into our U-Haul location for the refund.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email:
[redacted], Your communication to my corporate office has been forwarded to my...
attention for review and resolution. Please accept my sincere apology for the service you described as receiving when trying to get the details on the repair fee your were charged from our [redacted] Location and our Shop. We expect them to provide every customer with the highest level of service, and I'm sorry this was not your experience. I have review all files, repair statements, and invoices from outside vendors and added a detailed spreadsheet below of the actual fees. Our shop personal that spoke with the manager at this location did not provide this information to the Manager ([redacted]) you spoke with at the [redacted] location, he simply told him it would be $1,000.0 to repair. Please be assured our Shop President has seen your concern and will follow up appropriately. We value you as a customer and in doing so we have credited your card the overcharge of $329.75, the trip fee of $99.00 and the down time of $200.00, for a total credit of $628.75. Your feedback is valued and appreciated; we look forward to serving you again in the future. Thank you, [redacted] U-Haul Co. Of [redacted]
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
July 16, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jason G[redacted], our President for our Central North Carolina Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a call back to make him aware the location is actually managed from [redacted] Blvd. so any communication from there is related to his room at 1560 W. Gate City. He also wants to send Mr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Mr. G[redacted] hopes to hear from Mr. [redacted] soon if not already. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
January 18, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Larry T[redacted], our Field Manager for our Orange County Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted]...
advising him of a refund for all the charged months for the U-Box rental. He also left his personal cell phone number in case he had other questions. The refund should post on Mr. [redacted]’s next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
NOBODY CONTACTED ME FROM U-HAUL AND NOTHING WAS REQUESTED
May 30, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Ms. [redacted]. Jorge W[redacted] our President for our Boston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s concerns...
were resolved on Friday, May 26th. When she rented the U-Haul truck, Mr. [redacted] assisted with the contract and personally helped her over the phone and explained the process of the rental. Ms. [redacted] was able to use her VIP Certificate and had no other issues. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution satisfactory to me. The business has completed the stated resolution and I consider this complaint resolved.Regards,[redacted]
July 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he voided the $50 VIP Certificate and...
issued him a refund for $50 back to his Visa account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]
Executive AssistantU-Haul International
March 3, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our GM for our U-Haul Moving and Storage of Chelsea, followed up on the information Mr. [redacted] provided. He informed our office that our CSR ran the $100 bill under a black...
light and used a counterfeit marker and both showed the bill was not good.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
January 8, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she left a message for [redacted]...
informing him of a refund for $90 back to his [redacted] account. The refund should post on his next credit card statement. She also mentioned, in regards to the reservation issue, the reservation was made online on December 27th at 7:39pm. The reservation was scheduled at 9:45am the following day. Our U-Haul location at [redacted] in [redacted] was the referred pick up location, not the scheduled location.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
A copy of the invoice is attached.
June 27, 2016 Revdex.com ID#: [redacted] - [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Ms. [redacted]. Jim S[redacted], Marketing Company President, spoke with Ms. [redacted] and apologized for the overcharges. Mr. S[redacted] has removed the promissory...
note that was created. Ms. [redacted] does not owe U-Haul any further payments for the rental Contract [redacted] As we value Ms. [redacted] as a customer, we also agreed to a $50.00 VIP Certificate that can be used toward a future purchase, a rental, or towards the many products and services U-Haul has to offer. Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Penny S[redacted] Executive Assistant U-Haul International
August 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Sharon [redacted], our Executive Assistant for our Mississippi Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in...
response: Dear Ms [redacted], Although we regret the inconvenience you encountered during your recent experience with UHAUL. We are pleased that you took the time to bring this matter to our attention. Please accept our apologies and know that UHAUL strive to provide the highest measure of quality service to our customers. We would love to retain you as one of our valuable customers. So, as a good faith gesture please accept the $200.00 in VIP Certificates to be used for any thing that UHAUL rents or sell. I am confident that your future experiences with UHAUL will be to the level of service UHAUL strive for all of their customers. Your VIP will be sent in a separate email Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] did not follow up with me. It was only yesterday, May 5, 2015, AFTER I FILED MY COMPLAINT with the Revdex.com, that someone locally, a woman named [redacted], contacted me. She still did not give an explanation as to why I was charged $87 for a 24 hour rental advertised at $19.99. All she said to me was, “I’m sorry you didn’t understand you were charged a deposit.” AT NO TIME during the phone call when I reserved the van, did the rep say anything about a deposit being taken and certainly not one in the amount of $87 or I would have objected then. I was told that a $1.00 hold would be placed on my credit card. On the day we rented the van, April 27, 2015, the mileage was checked BEFORE we left the store and again checked when we returned a few hours later. The gas tank had been filled as well. Therefore, I should have been charged and paid the ACTUAL amount due and not some larger amount. I called that very day (Monday, April 27) to speak to someone and get an explanation as to why this larger amount had been taken from my account and the person who answered could not give a reason, just said I would get a credit and then hung up or we were disconnected. So I called again the next day, spoke to another woman who put me on hold and then I was disconnected AGAIN. I called AGAIN on Wednesday, April 29, 2015 and asked to speak to a manager. I was put on hold and then told no manager was available to talk to me, but that they would call me back, which they never did. I then filed a complaint because I think this is bad business practice and if they are doing this same thing to every client (charging an excessive amount then giving a credit three or four days later), then they are using other people’s money (possible earning three to four days interest) while the money is in U-Haul’s account and keeping me (and possibly others) from having access to my own funds.
Regards,
[redacted]
February 3, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Western Ontario Regional Office, followed up on the information Ms. [redacted] provided. She informed our office they found no mechanical...
issues with the truck Ms. [redacted] rented but asked that we pass on her apology for any inconvenience she experienced. Ms. [redacted] also mentioned that the reason Ms. [redacted] was put on E-Alert was due to her verbal abuse toward our U-Haul Center staff and the continuous harassment she caused toward them. A full refund for the rental in the amount of $251.99 was issued back to Ms. [redacted]’s [redacted] account and should post on her next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
The information sent by Uhaul is not accurate. The truck was indeed faulty and I have two eye witnessed who are willing to submit written testimony to support this fact. Aside from this, my main complaint was with the behavior of [redacted], to which I also have an eye witness and have contacted another costumer who was present in the store at the time who is also willing to make a statement in regards to [redacted] actions. She told me point blank, after she laughed in my face, that nothing would be done and the complaints would be sent back to her and she would mark them as resolved. That inss indeed what happened. Thus type of business operation is not ethical in any way. I will not be brushed aside and forget about this like they are assuming I will. I am going to continue fighting this until it is resolved and I do not care how long it takes.
July 28, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Our records indicate a refund for $79.45 was issued back to Ms. [redacted]’s Master Card account on June 14th. The refund should post on her next credit card...
statement if not already. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
May 31, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jesus T[redacted], our President for our Dallas Regional Office, reviewed Mr. [redacted]’s recent comments. He asked we relay his apologies to Mr. [redacted] and also assured our office our U-Haul Dealer takes pride in contacting their customers as well as adding notes every time calls are made to a customer. Mr. [redacted] stated they did not receive a call, therefore, the $50 Reservation Guarantee Fee was refunded. We still had a truck for him 1 and ½ miles away from the original pick up location and he was dispatched within 35 minutes. Mr. T[redacted] stated our dealer went above and beyond to take care of Mr. [redacted]. He went on to explain, as for the charges incurred at the Carrollton location, they were from him driving extra miles and bringing the truck back with less fuel than when rented. Mr. T[redacted] had a refund for the extra miles issued but nothing further is warranted. The supplemental refund for $35 should post on his next credit card statement. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...