so here is a copy of an email from [redacted], saying the contract was complete at 11:30, now you say it says 11:40, seems the only people conflicted are you. Furthermore I find it even more compelling that even 40 minutes of wait time is acceptable to you. Especially when I completed "express online check in" to "save time at the counter" ... I shutter to think of how long I would've waited if I didn't do that. This resolution is still highly unacceptable. I will forward this information to anyone I meet about uhaul, and I'm going to see if a local news or social media outlet can run a consumer alert story on this. I have used uhaul probably 10 times in my life, I will never use them again , I hope $82 and getting your companies name dragged through the dirt was worth a regional managers ego, and inability to get facts straight or do his job, it's scary to think you stand behind such a foolish decision.
March 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]0 Thank you for your concern for our customer Ms. [redacted]. Kelley E[redacted], our GM for our Norristown Moving and Storage, followed up on the information Ms. [redacted] provided and sent her the follo[redacted] email in response: Hello [redacted]...
[redacted], Thank you for taking the time to speak with me this afternoon. I have authorized a refund to your credit card of $26.75 which represents the charges you received for the furniture pads and the associated tax. I am sorry for any incovenience that this may have caused you. If you have any questions, please feel free to let me know. Kelley E[redacted] - GM Norristown Moving and Storage. 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 allo[redacted] 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 that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I have spoken with [redacted] the district manager and he handled this very well.
Regards,
[redacted]
November 20, 2014
Revdex.com ID# [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:
Dear Ms [redacted], I have been...
trying to contact you about the Revdex.com letter sent. Your cell phone number says you are not accepting calls at this time and does not allow a voicemail. Please contact me at your earliest convenience to discuss your storage room that has now moved into lien status. Thank you, [redacted] ###-###-####.
Please be advised that the storage contract Ms. [redacted] signed states failure to pay on the due date will result in:
$15 late-fee charged. Denied access to your room.
$15 pre-lien fee charged 15 days after the due date.
$50 lien processing fee. Assessment of a lien and sales of stored goods.
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
June 20, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Richard H[redacted], our Executive Assistant for our Ohio Regional Office, followed up on the information Mr. [redacted] provided. He relayed his office has been in contact...
with Mr. [redacted] and wanted to stress he was never charged a $50 fee to make the reservation. Our reservations are confirmed free of charge with a credit or debit card. Mr. H[redacted] explained, due to the last minute nature of the reservation, we were unable to accommodate Mr. [redacted]’s preference. Although we were not required because the reservation had not yet been scheduled, we paid the $50 Reservation Guarantee Fee back to his Master Card account. And lastly, due to the inconvenience of having to travel out of his way, Mr. H[redacted]’s office chose to refund an additional $66 in the interest of customer good faith. Both refunds should post on Mr. [redacted]’s next credit card statement. No further refunds or adjustments will be issued as we feel a fair resolution has been made. 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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
October 13, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Will P[redacted], our Traffic Manager for our Boston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke with Ms. [redacted] and...
advised her of a 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,Maria P[redacted]Executive AssistantU-Haul International
Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our West Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] made an online purchase in the amount of $25.25 on February 5th and then...
canceled very shortly afterwards on the same day. An authorization was given for the charge and then a credit was issued immediately when the purchase was canceled. We only have to obtain an authorization for a charge, therefore, a banking institution knows immediately about the charge. Both the actual charge and the credit were transmitted electronically. Please be advised we are not responsible for overdraft fees.As we value Mr. [redacted] as a customer, we sent him a $20 VIP Certificate to help offset the inconvenience he experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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
This is an incorrect statement from U-haul. I submitted my customs paperwork on the day of the move to the shipping location and asked for clarification as to whether the documentation was sufficient. I was not told the paperwork was incorrect until after the latest date I was told the box was to be shipped. That was a week after submitting my initial complaint to the Revdex.com. And I was not contacted to regarding the location and status of my reservation until filing a complaint with Uhaul. Of which I was told I would be getting $50/day for each business day my box was not delivered. And finally I was told I would be compensated $160 for the delivery of my box to my storage location after having paid the initial delivery costs. I did not say I was satisfied as I have not received the box and was told it was not to be delivered until another week after the last delivery date I was promised. Now I have to take time away from work to receive the box on 7/6/2016, at which time I will be losing $55/hr, my rate for freelance work. Today I checked the status of the box and uhaul reports on its site it has been delivered to Van Nuys, but still won't be delivering it to me until 7/6/2016. I expect to receive the $50/day up to 6/24/2016 and reimbursed for the Uhaul van I have rented on 6/25/2016 to avoid taking time away from work to get my belongings into the storage unit. I find it ridiculous the uhaul site keeps updating with the dates changing to later and later.
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.I am completely unsatisfied with the response to my complaint for several reasons--the primary reason being that absolutely no one from U-Haul has evercontacted me in response to any the complaints I have submitted to them since our belongings were eventually delivered by U-Haul (on August 6, 2014). No one from U-Haul has ever bothered to contact me about my complaints. Period. If they had, I would not have bothered Revdex.com with my complaints. More specifically, the portion of this response stating that:"[redacted], our Area Field Manager for our Iowa Regional Office, followed up on the information provided... he contacted Dr. [redacted] and discussed his concerns. He advised him of a refund for the U-Box rental fees in the amount of $597.65 due to the delay."This is absolutely untrue. [redacted] and I have not shared any correspondence since July 29, 2014. To further support the untrue nature of this statement, if Mr. [redacted] had spoken to me (Dr. [redacted]) more recently, he would have (hopefully) recalled that I am a female and thus, should not be referred to as a "him". Further, I have absolutely no idea how the refund amount of "$597.65" was supposedly reached—but, I can definitively report that I was not involved in the process of reaching that figure. I can also report that the only refund that has been applied to my credit card, which could be from U-Haul, was actually in the amount of $567.95 not $597.95. Either figure is far below what I requested even in my original complaint to U-Haul, let alone the revised figure that accounts for the additional hours of time I have had to waste to resubmit and resubmit and resubmit this complaint. Further, I never "relayed that four boxes would accommodate [his] move." Never. I asked [redacted] about the status of our fifth box in one of my first messages to him. His only response to my explicit mention of our fifth box was that he would "...see what [I] can do about a 5th." I mentioned the fifth box in two additional subsequent messages and received no update. Finally, in my final message (which I have attached an image of, and could also provide images of all the previously described message), I stated explicitly that the lack of a fifth box required us to sell/get rid of some of our belongings--I do not believe that this statement could be construed as relaying that "four boxes would accommodate [his] move." I can also provide pictures of all the things we had to sell/give away. Further, the statement that "All boxes shipped on time" is absolutely irrelevant considering that we did not receive the boxes by the agreed upon date, we did not receive the number of agreed upon boxes, and the boxes arrived at our final destination late (despite the fact that they were "shipped on time"). Frankly, at this point in the process of our complaint, it is hard to not also question the veracity or sincerity of the statement that "Our customers are veryimportant to us...". A company that refuses to respond to complaints after they are filed once, let alone repeatedly, and that seems to take the attitude that if a customer complaint is ignored or dismissed, the customer will go away, does not seem like one that cares about its customers. Thus, I cannot find a single reason that would motivate me to even consider accepting U-Haul’s response to my complaint. There is barely a statement in it that I would judge as true. Aside from the numerous phone calls, text messages, and in-person conversations we made over a period of ~1 week to locate our U-Boxes, have them delivered, have them shipped, and then have them re-delivered, we have also filed two complaints with U-Haul over their own online "Contact Us" system,made several phone calls, and are now submitting a second complaint via B.B.B. In our first complaint to U-Haul we requested a refund for half the costof shipping given that none of our contract with U-Haul had been honored. In our original complaint made to B.B.B., after having filed a number of additional complaints, we increased our requested refund by $300. Now that U-Haul has decided to respond to our B.B.B. complaint with a series of lies, we are forced to increase our requested refund by an additional $300 for a total of $2,199.90 (not to mention the weeks for which U-Haul has drug this process out, robbing us of the money that we are owed by them via a timely refund). With the $567.95 amount that U-Haul arbitrarily decided to provide as a refund, the total that I feel we are still owed is $1,631.95.Sincerely,[redacted]
September 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our North Seattle Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response:[redacted], It looks like there was refund in the amount of $45.82 issued to the card you used for the rental on 08/24/2015 for the extra miles charges. Did you not receive the refund? Thank You [redacted] Executive Assistant U-Haul of North SeattleWe 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,[redacted]Executive AssistantU-Haul International
September 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Our records indicate a refund for $80 was issued back to Mr. [redacted]’s [redacted] account on August 24th and should post on his next credit card statement 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,[redacted]Executive AssistantU-Haul International
January 20, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Please be advised the recent complaint you sent our office for Lindsey [redacted] is a duplicate of ID# [redacted] Dominic C[redacted], our President for our South Philadelphia Regional Office, followed up on the information Ms. [redacted]...
provided. He informed our office our GM of our U-Haul Center explained to Ms. [redacted] well in advance her vehicle was not capable of towing the U-Box and trailer. Although Ms. [redacted] insisted, we advised her we cannot allow the transaction for safety reason’s.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 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.Thank you for responding to the complaint forwarded to you through Revdex.com, however as indicated in my complaint to your president (which I mailed 3 times and emailed the copy to your customer care department which was not acknowledged by anyone) I am not disputing the contract my only issue is that I decided to return the rental truck at another location based on the info provided by your customer service agent. Your organization seems to be ignoring that part of the complaint and the request to listen to the audio recording in order to confirm or deny my claim.My original rental fee was $69 however the location charged me a total of $125, so why I don't understand how you would think charging me another $80 would be a fair resolution. Please read through my complaint and resolve the issue in a fair and ethical manner.Regards,[redacted]
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.Your resolution states that you refunded me $75 at the time of drop off as an adjustment. This is a lie. I can provide to you my bank statement if you'd like, which clearly states that you charged me $132.82 for the rental and only refunded me $39.57 at the time of drop off. Also I don't believe you ever send me a gift card since I have yet to receive it, but I am demanding a FULL refund as I was unable to move. To think that I would like a gift card towards your services in the future is absurd.
Regards,
[redacted]
Dear Michelle Marin,Unfortunately we were unable to write back to you on the issue. According to business response we were told that the truck will need repair down the line and sold as is.Our understanding of as is for a used vehicle, there is no warranty on it. And there may be issues down the line.But in our case, that happened right after we took off the parking lot in 10 minutes.And, we are not told that the truck needs repairs as we buy it. We knew it was as is but in good working condition. We don't think a vehicle in need of repair can be sold just by saying as is.Best,[redacted]
July 6, 2016 Revdex.com concern #[redacted] U-Haul Reference id # [redacted] Thank you for your concern for our customer Mr. [redacted]. Neil B[redacted], Marketing Company Executive Assistant, reached to Mr. [redacted] and refunded the fuel charges in the amount of $7.50. 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
September 6, 2016 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Steve B[redacted], our Program Manager for Customer Service, followed up on the information Mr. [redacted] provided and has been in contact with him by...
email with the most recent below:Hi, Mr. [redacted], I am looking forward to seeing whatever documentation you can provide me so that we can get this matter resolved. I would hope also, that your bank would be willing to just forgive the overdrafts considering the fact that it was an obvious mistake and not something their Customer (and colleague) should be held accountable for. I am also in contact with the Regional Marketing Company President regarding your other concerns as well. Hope this can all be resolved quickly. -Steve B[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,Maria P[redacted]Executive AssistantU-Haul International
February 17, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our Gainesville Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. She explained she left a message for Mr. [redacted] requesting a return call to personally discuss his concerns. She assured our office the truck in question is on a current Preventive Maintenance Schedule and there are no record of calls into our Emergency Road Assistance line before or after their rental. The truck was inspected and nothing found mechanically wrong, therefore, our decision in the matter remains the same.
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,
[redacted]
Executive Assistant
U-Haul International
To AllMy rebuttal is:I was offered nothing. What I got was a phone call from Tony! The same employee that called me a liar, stated I was "full of crap", who changed my reservation 8 times without my knowledge and then who had the nerve to call me on that day and tell me that since my reservation was not cancelled, he was going to charge me a $50.00 cancellation fee!!Plus, I asked to be contacted via email when I filled my complaint. I am not speaking with Tony. There has to be someone else who can assist me. I do not trust, nor respect a liar. I know there is someone over him. When I moved into the area he was being trained by the actual owner of that location.[redacted]
so here is a copy of an email from [redacted], saying the contract was complete at 11:30, now you say it says 11:40, seems the only people conflicted are you. Furthermore I find it even more compelling that even 40 minutes of wait time is acceptable to you. Especially when I completed "express online check in" to "save time at the counter" ... I shutter to think of how long I would've waited if I didn't do that. This resolution is still highly unacceptable. I will forward this information to anyone I meet about uhaul, and I'm going to see if a local news or social media outlet can run a consumer alert story on this. I have used uhaul probably 10 times in my life, I will never use them again , I hope $82 and getting your companies name dragged through the dirt was worth a regional managers ego, and inability to get facts straight or do his job, it's scary to think you stand behind such a foolish decision.
March 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]0 Thank you for your concern for our customer Ms. [redacted]. Kelley E[redacted], our GM for our Norristown Moving and Storage, followed up on the information Ms. [redacted] provided and sent her the follo[redacted] email in response: Hello [redacted]...
[redacted], Thank you for taking the time to speak with me this afternoon. I have authorized a refund to your credit card of $26.75 which represents the charges you received for the furniture pads and the associated tax. I am sorry for any incovenience that this may have caused you. If you have any questions, please feel free to let me know. Kelley E[redacted] - GM Norristown Moving and Storage. 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 allo[redacted] 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 that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I have spoken with [redacted] the district manager and he handled this very well.
Regards,
[redacted]
November 20, 2014
Revdex.com ID# [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:
Dear Ms [redacted], I have been...
trying to contact you about the Revdex.com letter sent. Your cell phone number says you are not accepting calls at this time and does not allow a voicemail. Please contact me at your earliest convenience to discuss your storage room that has now moved into lien status. Thank you, [redacted] ###-###-####.
Please be advised that the storage contract Ms. [redacted] signed states failure to pay on the due date will result in:
$15 late-fee charged. Denied access to your room.
$15 pre-lien fee charged 15 days after the due date.
$50 lien processing fee. Assessment of a lien and sales of stored goods.
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
June 20, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Richard H[redacted], our Executive Assistant for our Ohio Regional Office, followed up on the information Mr. [redacted] provided. He relayed his office has been in contact...
with Mr. [redacted] and wanted to stress he was never charged a $50 fee to make the reservation. Our reservations are confirmed free of charge with a credit or debit card. Mr. H[redacted] explained, due to the last minute nature of the reservation, we were unable to accommodate Mr. [redacted]’s preference. Although we were not required because the reservation had not yet been scheduled, we paid the $50 Reservation Guarantee Fee back to his Master Card account. And lastly, due to the inconvenience of having to travel out of his way, Mr. H[redacted]’s office chose to refund an additional $66 in the interest of customer good faith. Both refunds should post on Mr. [redacted]’s next credit card statement. No further refunds or adjustments will be issued as we feel a fair resolution has been made. 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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
October 13, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Will P[redacted], our Traffic Manager for our Boston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke with Ms. [redacted] and...
advised her of a 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,Maria P[redacted]Executive AssistantU-Haul International
Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our West Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] made an online purchase in the amount of $25.25 on February 5th and then...
canceled very shortly afterwards on the same day. An authorization was given for the charge and then a credit was issued immediately when the purchase was canceled. We only have to obtain an authorization for a charge, therefore, a banking institution knows immediately about the charge. Both the actual charge and the credit were transmitted electronically. Please be advised we are not responsible for overdraft fees.As we value Mr. [redacted] as a customer, we sent him a $20 VIP Certificate to help offset the inconvenience he experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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
This is an incorrect statement from U-haul. I submitted my customs paperwork on the day of the move to the shipping location and asked for clarification as to whether the documentation was sufficient. I was not told the paperwork was incorrect until after the latest date I was told the box was to be shipped. That was a week after submitting my initial complaint to the Revdex.com. And I was not contacted to regarding the location and status of my reservation until filing a complaint with Uhaul. Of which I was told I would be getting $50/day for each business day my box was not delivered. And finally I was told I would be compensated $160 for the delivery of my box to my storage location after having paid the initial delivery costs. I did not say I was satisfied as I have not received the box and was told it was not to be delivered until another week after the last delivery date I was promised. Now I have to take time away from work to receive the box on 7/6/2016, at which time I will be losing $55/hr, my rate for freelance work. Today I checked the status of the box and uhaul reports on its site it has been delivered to Van Nuys, but still won't be delivering it to me until 7/6/2016. I expect to receive the $50/day up to 6/24/2016 and reimbursed for the Uhaul van I have rented on 6/25/2016 to avoid taking time away from work to get my belongings into the storage unit. I find it ridiculous the uhaul site keeps updating with the dates changing to later and later.
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.I am completely unsatisfied with the response to my complaint for several reasons--the primary reason being that absolutely no one from U-Haul has evercontacted me in response to any the complaints I have submitted to them since our belongings were eventually delivered by U-Haul (on August 6, 2014). No one from U-Haul has ever bothered to contact me about my complaints. Period. If they had, I would not have bothered Revdex.com with my complaints. More specifically, the portion of this response stating that:"[redacted], our Area Field Manager for our Iowa Regional Office, followed up on the information provided... he contacted Dr. [redacted] and discussed his concerns. He advised him of a refund for the U-Box rental fees in the amount of $597.65 due to the delay."This is absolutely untrue. [redacted] and I have not shared any correspondence since July 29, 2014. To further support the untrue nature of this statement, if Mr. [redacted] had spoken to me (Dr. [redacted]) more recently, he would have (hopefully) recalled that I am a female and thus, should not be referred to as a "him". Further, I have absolutely no idea how the refund amount of "$597.65" was supposedly reached—but, I can definitively report that I was not involved in the process of reaching that figure. I can also report that the only refund that has been applied to my credit card, which could be from U-Haul, was actually in the amount of $567.95 not $597.95. Either figure is far below what I requested even in my original complaint to U-Haul, let alone the revised figure that accounts for the additional hours of time I have had to waste to resubmit and resubmit and resubmit this complaint. Further, I never "relayed that four boxes would accommodate [his] move." Never. I asked [redacted] about the status of our fifth box in one of my first messages to him. His only response to my explicit mention of our fifth box was that he would "...see what [I] can do about a 5th." I mentioned the fifth box in two additional subsequent messages and received no update. Finally, in my final message (which I have attached an image of, and could also provide images of all the previously described message), I stated explicitly that the lack of a fifth box required us to sell/get rid of some of our belongings--I do not believe that this statement could be construed as relaying that "four boxes would accommodate [his] move." I can also provide pictures of all the things we had to sell/give away. Further, the statement that "All boxes shipped on time" is absolutely irrelevant considering that we did not receive the boxes by the agreed upon date, we did not receive the number of agreed upon boxes, and the boxes arrived at our final destination late (despite the fact that they were "shipped on time"). Frankly, at this point in the process of our complaint, it is hard to not also question the veracity or sincerity of the statement that "Our customers are veryimportant to us...". A company that refuses to respond to complaints after they are filed once, let alone repeatedly, and that seems to take the attitude that if a customer complaint is ignored or dismissed, the customer will go away, does not seem like one that cares about its customers. Thus, I cannot find a single reason that would motivate me to even consider accepting U-Haul’s response to my complaint. There is barely a statement in it that I would judge as true. Aside from the numerous phone calls, text messages, and in-person conversations we made over a period of ~1 week to locate our U-Boxes, have them delivered, have them shipped, and then have them re-delivered, we have also filed two complaints with U-Haul over their own online "Contact Us" system,made several phone calls, and are now submitting a second complaint via B.B.B. In our first complaint to U-Haul we requested a refund for half the costof shipping given that none of our contract with U-Haul had been honored. In our original complaint made to B.B.B., after having filed a number of additional complaints, we increased our requested refund by $300. Now that U-Haul has decided to respond to our B.B.B. complaint with a series of lies, we are forced to increase our requested refund by an additional $300 for a total of $2,199.90 (not to mention the weeks for which U-Haul has drug this process out, robbing us of the money that we are owed by them via a timely refund). With the $567.95 amount that U-Haul arbitrarily decided to provide as a refund, the total that I feel we are still owed is $1,631.95.Sincerely,[redacted]
September 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our North Seattle Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response:[redacted], It looks like there was refund in the amount of $45.82 issued to the card you used for the rental on 08/24/2015 for the extra miles charges. Did you not receive the refund? Thank You [redacted] Executive Assistant U-Haul of North SeattleWe 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,[redacted]Executive AssistantU-Haul International
September 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Our records indicate a refund for $80 was issued back to Mr. [redacted]’s [redacted] account on August 24th and should post on his next credit card statement 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,[redacted]Executive AssistantU-Haul International
January 20, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Please be advised the recent complaint you sent our office for Lindsey [redacted] is a duplicate of ID# [redacted] Dominic C[redacted], our President for our South Philadelphia Regional Office, followed up on the information Ms. [redacted]...
provided. He informed our office our GM of our U-Haul Center explained to Ms. [redacted] well in advance her vehicle was not capable of towing the U-Box and trailer. Although Ms. [redacted] insisted, we advised her we cannot allow the transaction for safety reason’s.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 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.Thank you for responding to the complaint forwarded to you through Revdex.com, however as indicated in my complaint to your president (which I mailed 3 times and emailed the copy to your customer care department which was not acknowledged by anyone) I am not disputing the contract my only issue is that I decided to return the rental truck at another location based on the info provided by your customer service agent. Your organization seems to be ignoring that part of the complaint and the request to listen to the audio recording in order to confirm or deny my claim.My original rental fee was $69 however the location charged me a total of $125, so why I don't understand how you would think charging me another $80 would be a fair resolution. Please read through my complaint and resolve the issue in a fair and ethical manner.Regards,[redacted]
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.Your resolution states that you refunded me $75 at the time of drop off as an adjustment. This is a lie. I can provide to you my bank statement if you'd like, which clearly states that you charged me $132.82 for the rental and only refunded me $39.57 at the time of drop off. Also I don't believe you ever send me a gift card since I have yet to receive it, but I am demanding a FULL refund as I was unable to move. To think that I would like a gift card towards your services in the future is absurd.
Regards,
[redacted]
Dear Michelle Marin,Unfortunately we were unable to write back to you on the issue. According to business response we were told that the truck will need repair down the line and sold as is.Our understanding of as is for a used vehicle, there is no warranty on it. And there may be issues down the line.But in our case, that happened right after we took off the parking lot in 10 minutes.And, we are not told that the truck needs repairs as we buy it. We knew it was as is but in good working condition. We don't think a vehicle in need of repair can be sold just by saying as is.Best,[redacted]
July 6, 2016 Revdex.com concern #[redacted] U-Haul Reference id # [redacted] Thank you for your concern for our customer Mr. [redacted]. Neil B[redacted], Marketing Company Executive Assistant, reached to Mr. [redacted] and refunded the fuel charges in the amount of $7.50. 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
September 6, 2016 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Steve B[redacted], our Program Manager for Customer Service, followed up on the information Mr. [redacted] provided and has been in contact with him by...
email with the most recent below:Hi, Mr. [redacted], I am looking forward to seeing whatever documentation you can provide me so that we can get this matter resolved. I would hope also, that your bank would be willing to just forgive the overdrafts considering the fact that it was an obvious mistake and not something their Customer (and colleague) should be held accountable for. I am also in contact with the Regional Marketing Company President regarding your other concerns as well. Hope this can all be resolved quickly. -Steve B[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,Maria P[redacted]Executive AssistantU-Haul International
February 17, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our Gainesville Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. She explained she left a message for Mr. [redacted] requesting a return call to personally discuss his concerns. She assured our office the truck in question is on a current Preventive Maintenance Schedule and there are no record of calls into our Emergency Road Assistance line before or after their rental. The truck was inspected and nothing found mechanically wrong, therefore, our decision in the matter remains the same.
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,
[redacted]
Executive Assistant
U-Haul International
To AllMy rebuttal is:I was offered nothing. What I got was a phone call from Tony! The same employee that called me a liar, stated I was "full of crap", who changed my reservation 8 times without my knowledge and then who had the nerve to call me on that day and tell me that since my reservation was not cancelled, he was going to charge me a $50.00 cancellation fee!!Plus, I asked to be contacted via email when I filled my complaint. I am not speaking with Tony. There has to be someone else who can assist me. I do not trust, nor respect a liar. I know there is someone over him. When I moved into the area he was being trained by the actual owner of that location.[redacted]