December 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Mark G***, our Executive Assistant for our North Central New York Regional Office, followed up on the information Mr [redacted] provided He informed our office he contacted Mr [redacted] and discussed his concerns He also advised him of a refund for his rental charges as an adjustment The refund was issued back to his Master Card account and should post on his next credit card statementOur customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely, Maria P [redacted] Executive Assistant U-Haul International
September 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***Lisa S [redacted] , our Traffic Manager for our South Alabama Regional Office, followed up on the information Mr [redacted] provided She informed our office options were offered with available equipment We offered a one-way from Mobile back to Fairhope or a 26-foot truck for 24-hours in Robertsdale Mr [redacted] relayed the options we offered would not work for him and he rented a truck with [redacted] , which was slightly higher A refund for the $Reservation Guarantee Fee was issued back to Mr***’s Visa account on August 27th, which more than covered the difference in rates The refund should post on his 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 themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely,Maria P [redacted] Executive AssistantU-Haul International
September 7, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] .Donna N***, our Executive Assistant for our Alaska Regional Office, followed up on the information Ms [redacted] providedShe informed our office she spoke to Ms [redacted] and was told she had received her replacement check.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here
July 23, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] , our Traffic Manager for our Central Alabama Regional Office, followed up on the information Ms [redacted] provided She informed our office she contacted Ms [redacted] and requested she send her hotel receipt for reimbursement.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
August 30, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr***.Lena S [redacted] , our Executive Assistant for our Northern Nevada Regional Office, reviewed Mr***’s recent commentsOn August 26th, she informed our office she had the lien fee removedOur GM at our U-Haul Moving and Storage of Carson City spoke to Mr [redacted] and Mr [redacted] was going to be back in contact with our GM on the 28th.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another responseSincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here
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 My original complaint was regarding the refusal on the part of UHaul to refund the total money I spent on towing serviceMy complaint clearly states that accident happened due to lack of/breakdown of pin holding the plate in placeUHaul roadside assistance is included in the service and I am not liable to pay for the service if it's related to breakdown in Uhaul equipmentIn addition, as I have already mentioned in my previous complaint, Uhaul gave me a car dolly that had a missing tail lightI am not sure how they can be so sure that the pin was in placeI am including the pictures of the broken equipment, the receipt of the towing service called by Uhaul mentioning the absence/breakdown of pinUhaul is not doing me a favor by sending a check for less than the amount I deserveI will also include the conversation with a Uhaul representative contradicting their explanation that a refund is not warrantedAnything less than reimbursing me the full amount would tantamount to reneging on the "good faith agreement" promiseAttachments: (1) Picture of the receipt by East Coast Towing company mentioning the problem.(2) Picture of the broken/missing tail light that invited a warning from police.(3) Picture of the plate that had come off due to lack of pin or breakdown or pin.(4) An earlier picture of my car at a gas station that I realized later on showed that the breakdown had occurred much earlier than I realizedThe representatives are encouraged to check for the time stamp on the pictures.In addition, the Uhaul representatives are requested to call their own center at [redacted] , CT to verify my claimsThe chief manager said I shouldn't have been given that kind of faulty equipment for such a long driveI sincerely hope Uhaul takes notice of my complaint and honors its promise that it makes its customers and refunds the full amount of $ Regards, [redacted] ***
U-Haul U-Haul does not take responsibility for the situation at hand and instead accuse me of exceeding the weight limit when I clearly did not I will have my lawyers pursue it with valid proof and go from here with a lawsuit
August 29, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer MrS*** Derrick S***, our Area Field Manager for our Mississippi Regional Office, followed up on the information MrS [redacted] provided He explained the rates are the same for the size of trucks in question He did, however, issue a refund for the extra fuel in the amount of $back to MrS***’s Master Card 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 themThank 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 14, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** When Ms [redacted] spoke to our Call Center in Phoenix, she was told we would have the keys put in an envelope for herA message was then sent to our U-Haul Center to request they check for the lost keys and that Ms [redacted] would be returning to the Center to retrieve themLaura P***, our GM of our U-Haul Center involved, advised our office they were very busy the morning Ms [redacted] called the Call Center and never had a chance to check their messages, therefore, they were unaware she had left her keys in the truck she rented and would be returning to retrieve themShe stated they never did find the keys and asked us to offer her apology for any misunderstanding.Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 20, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***[redacted] , our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr [redacted] provided and advised our office Mr [redacted] was contacted and they were able to reach an amicable resolution [redacted] confirmed Mr [redacted] could have benefitted from a one-way rate by a variance of $A refund for $was issued back to Mr***’s [redacted] account as an adjustment on his rental and the refund should post on his next credit card statement.As we value Mr [redacted] as a customer, [redacted] also sent him a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
July 25, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Kristie P***, our Executive Assistant for our Northern Louisiana Regional Office followed up on the information Ms [redacted] provided She informed our office she attempted to speak to Ms [redacted] on or about July 15th requesting a return call As we value Ms [redacted] as a customer, MsP [redacted] sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer Along with our basic truck and trailer rentals, we rent pitrucks 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 themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-Haul International
June 27, Revdex.com ID#: [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Mr [redacted] Trey B***, Marketing Company President, spoke with all employees involved in Mr [redacted] ’s’ rental process as well other employee’s that witnessed his transactionMrB [redacted] also looked at equipment that Mr [redacted] rented to verify the condition presentedHe assured Mr [redacted] he has spoken to his staff so any service issues will not occur again MrB [redacted] has apologized and offered VIP certificates so the next time he rents or needs U-Haul products it would be discountedMr [redacted] declined the offerWe care about our customer’s experience, and have tried to come to an amicable resolutionMr [redacted] did benefit from the use of our equipment, and based on thorough research of the issues a full refund for services is not warranted Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Penny S [redacted] Executive Assistant U-Haul International
May 15, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our Executive Assistant for our [redacted] Office, followed up on the information Ms [redacted] provided and sent her the following email in response:Dear Jodi, I am in receipt of your complaint concerning the problems you had with your rentalI appreciate you letting me know about thisOur objective is no less than 100% customer satisfactionI am truly sorry for your delay in pick up and all of the confusion at the facilityU-Haul does not want a single customer to experience what you didOr to feel like your safety or well being is not important to usWe work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrongAnd I am grateful that you took the time to file a complaint so we can make this right for you and your familyU-Haul maintains all equipment on a regular basisHowever, as with all equipment there is always the possibility of a mechanical problem surfacingI am having the unit that you utilized pulled from the fleet and checked overI will also be speaking with [redacted] about your dispatch and his lack of follow up when you contacted one of his employees in reference to your moveIt is true, he had just had a heart attack, but with that said, we still expect that policies and procedures are being implemented and followedYou have my apologies and I hope you will give U-Haul another chance to serve you better in the futureI have processed a $credit to your mothers credit card sent you a $U-Haul VIP certificates for your inconvenienceYou can utilize it for rental items, hitches or hitch accessories, propane, or packing material sold at any U-Haul facility or on-lineAgain, I am very sorry that your experience was less than adequate, and hope that you will give us an opportunity in the future to get your businessSincerely, [redacted] Customer Service Manager U-Haul Company, [redacted] ###-###-####Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
April 17, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] Don T [redacted] , our President for our San Francisco Regional Office, reviewed Mr [redacted] ’s recent commentsHe advised our office it was explained to Mr [redacted] that because of high demand for equipment in the area, they cannot hold the reserved equipment hours past the reservation timeIn the interest of customer good faith, our Traffic Manager issued a refund for the $fee he was charged but no further concessions will be forthcoming We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another responseSincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here
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.U-Haul states: While most facilities do accept debit, unfortunately we were not aware that yours did not, and for this I greatly apologizeIt is definitely true that we should have this information readily available, but unfortunately we do notI hope with your complaint soon we can move forward with improving our program to make it easier for our consumers such as yourself.As stated in my original complaint: Let me state emphatically [redacted] was very nice, helpful and accommodatingHe stated his frustration as this is not the first time this type of situation has occurred with bookings through [redacted] U HaulIn fact it occurs on such a regular basis that he has informed his district manager several times of this problem and nothing has been done to rectify the problem.I feel their statement is an empty promise to correct it in the future as they have been informed by U-Haul in [redacted] where I had the order bookedAnd they now admit that they should have had the information as to the acceptance of debit readily available, but did notTherefore goes back to my original requestCompensation for the $I am out as a result of the hours delay (extra gas, travel time, paying Mr [redacted] extra for his time) due to thatThis I want as a cheque payable to me, not a redeemable certificateIf I had been informed when booking this entire situation would not have occurred.Statement in an email to me Dec 2, 2014from [redacted] (U-Haul District Manager [redacted] ):There no other solution but maybe a certificate but would complicate the rental process more then ever.The fact that you may or not be on social assistance is none of our affairs and has no bearing on customer service .this is a matter that will be dealt with internal and hopeful corrected to prevent future mishapA certificate has no face cash value but can be used towards UHaul rental,preferably at a corporate store but can be use at independent out Eats in some cases.I feel a customer's situation should be of their concern in order to satisfy that customerAnd the statement that the certificate has no cash value and can be used at some independent out eats is insultingThe hundred dollars I am out would be weeks of groceries on my budget, not a feel meal at some independent out eats in some casesAs well it is presumptuous to assume my dietary requirements include an out eats place I still have to pay even more to move my stuff to the final location as a result of the delay I incurred as to their misinformationSee bullet 1.The amount of my time spent, run around from many U-Haul representatives and frustration incurred in order to get attention to this matter is disappointingIt demonstrates U-Haul has no business acumen whatsoever nor concern other customers having to wait due to their misinformationAnd goes again to customer service and I refer to my original compliant:In fact one lady who had to wait met me outside as I took a much needed break before going back in the office to continue with the situation, stated to me they should be giving me that trailer for freeShe also stated she will think twice about using U HAUL again and would never book through [redacted] U HaulSo your other customers are also not impressedI state again I want money for my rental returned to me as a cheque payable to me$for the extra monies spent and a free weekend rental, which I will take as a certificate[redacted] ***
December 31, 2015Revdex.com ID#: [redacted] , 10997718U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms***.Jon G [redacted] , our President for our Western Michigan Regional Office, reviewed Ms***’s recent comments and sent her the following email in response:My name is Jon G [redacted] I believe we spoke on the phone some weeks agoI wanted to take a moment and go over the final charges as we had discussed on the phoneI Saw on your account there was a balance of $This was the balance from the first day over the original return timeI have gone a head and reduced down the amount owed to $this just reflects the cost of additional daysAs I said on the phone we are willing to work with you on the costsWe would like to get this resolved so it is no longer an issue going forward for youWe do appreciate your business and hope to get this matter behind usJon G [redacted] U-Haul Western MI.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
July 21, Revdex.com ID#: [redacted] Revdex.com ID#: [redacted] Thank you for your concern for our customer Mr [redacted] John K***, our GM for our U-Haul Storage at Mile, followed up on the information Mr [redacted] provided He informed our office, the day after the rental truck was returned, he realized he had applied the wrong reservation to the rental contract MrK [redacted] reversed the charges and charged the correct credit card He also mentioned the following day he rented a truck to Mr [redacted] with a special one-way pricing, and more importantly, offered his personal apology for the inconvenience he caused Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 You left my husband on the side of the road for over SIX HOURS in degree heatWe paid to borrow another truck and get my son home to try to helpA refund is NOT acceptable Regards, [redacted] ***
July 22, 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 spoke to Mr [redacted] on or about July 17th and revealed the evidence to him with pictures of the damage Mr [redacted] did not dispute the damage but requested a U-Haul representative review the damage with him or a relative so he could understand what he was being charged Mr [redacted] offered a walk around for him with our shop manager so they could go over the details of the repairs needed Mr [redacted] then contacted our office again to explain Mr [redacted] ’s representatives met with our shop manager who showed them fine details of what would need to be done to get our U-Haul truck rental worthy and back on the road Mr [redacted] ’s representatives took some pictures and understood the extensive damage that was done during Mr [redacted] ’s rental.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
December 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Mark G***, our Executive Assistant for our North Central New York Regional Office, followed up on the information Mr [redacted] provided He informed our office he contacted Mr [redacted] and discussed his concerns He also advised him of a refund for his rental charges as an adjustment The refund was issued back to his Master Card account and should post on his next credit card statementOur customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely, Maria P [redacted] Executive Assistant U-Haul International
September 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***Lisa S [redacted] , our Traffic Manager for our South Alabama Regional Office, followed up on the information Mr [redacted] provided She informed our office options were offered with available equipment We offered a one-way from Mobile back to Fairhope or a 26-foot truck for 24-hours in Robertsdale Mr [redacted] relayed the options we offered would not work for him and he rented a truck with [redacted] , which was slightly higher A refund for the $Reservation Guarantee Fee was issued back to Mr***’s Visa account on August 27th, which more than covered the difference in rates The refund should post on his 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 themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely,Maria P [redacted] Executive AssistantU-Haul International
September 7, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] .Donna N***, our Executive Assistant for our Alaska Regional Office, followed up on the information Ms [redacted] providedShe informed our office she spoke to Ms [redacted] and was told she had received her replacement check.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here
July 23, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] , our Traffic Manager for our Central Alabama Regional Office, followed up on the information Ms [redacted] provided She informed our office she contacted Ms [redacted] and requested she send her hotel receipt for reimbursement.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
August 30, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr***.Lena S [redacted] , our Executive Assistant for our Northern Nevada Regional Office, reviewed Mr***’s recent commentsOn August 26th, she informed our office she had the lien fee removedOur GM at our U-Haul Moving and Storage of Carson City spoke to Mr [redacted] and Mr [redacted] was going to be back in contact with our GM on the 28th.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another responseSincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here
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 My original complaint was regarding the refusal on the part of UHaul to refund the total money I spent on towing serviceMy complaint clearly states that accident happened due to lack of/breakdown of pin holding the plate in placeUHaul roadside assistance is included in the service and I am not liable to pay for the service if it's related to breakdown in Uhaul equipmentIn addition, as I have already mentioned in my previous complaint, Uhaul gave me a car dolly that had a missing tail lightI am not sure how they can be so sure that the pin was in placeI am including the pictures of the broken equipment, the receipt of the towing service called by Uhaul mentioning the absence/breakdown of pinUhaul is not doing me a favor by sending a check for less than the amount I deserveI will also include the conversation with a Uhaul representative contradicting their explanation that a refund is not warrantedAnything less than reimbursing me the full amount would tantamount to reneging on the "good faith agreement" promiseAttachments: (1) Picture of the receipt by East Coast Towing company mentioning the problem.(2) Picture of the broken/missing tail light that invited a warning from police.(3) Picture of the plate that had come off due to lack of pin or breakdown or pin.(4) An earlier picture of my car at a gas station that I realized later on showed that the breakdown had occurred much earlier than I realizedThe representatives are encouraged to check for the time stamp on the pictures.In addition, the Uhaul representatives are requested to call their own center at [redacted] , CT to verify my claimsThe chief manager said I shouldn't have been given that kind of faulty equipment for such a long driveI sincerely hope Uhaul takes notice of my complaint and honors its promise that it makes its customers and refunds the full amount of $ Regards, [redacted] ***
U-Haul U-Haul does not take responsibility for the situation at hand and instead accuse me of exceeding the weight limit when I clearly did not I will have my lawyers pursue it with valid proof and go from here with a lawsuit
August 29, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer MrS*** Derrick S***, our Area Field Manager for our Mississippi Regional Office, followed up on the information MrS [redacted] provided He explained the rates are the same for the size of trucks in question He did, however, issue a refund for the extra fuel in the amount of $back to MrS***’s Master Card 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 themThank 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 14, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** When Ms [redacted] spoke to our Call Center in Phoenix, she was told we would have the keys put in an envelope for herA message was then sent to our U-Haul Center to request they check for the lost keys and that Ms [redacted] would be returning to the Center to retrieve themLaura P***, our GM of our U-Haul Center involved, advised our office they were very busy the morning Ms [redacted] called the Call Center and never had a chance to check their messages, therefore, they were unaware she had left her keys in the truck she rented and would be returning to retrieve themShe stated they never did find the keys and asked us to offer her apology for any misunderstanding.Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 20, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***[redacted] , our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr [redacted] provided and advised our office Mr [redacted] was contacted and they were able to reach an amicable resolution [redacted] confirmed Mr [redacted] could have benefitted from a one-way rate by a variance of $A refund for $was issued back to Mr***’s [redacted] account as an adjustment on his rental and the refund should post on his next credit card statement.As we value Mr [redacted] as a customer, [redacted] also sent him a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
July 25, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Kristie P***, our Executive Assistant for our Northern Louisiana Regional Office followed up on the information Ms [redacted] provided She informed our office she attempted to speak to Ms [redacted] on or about July 15th requesting a return call As we value Ms [redacted] as a customer, MsP [redacted] sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer Along with our basic truck and trailer rentals, we rent pitrucks 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 themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-Haul International
June 27, Revdex.com ID#: [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Mr [redacted] Trey B***, Marketing Company President, spoke with all employees involved in Mr [redacted] ’s’ rental process as well other employee’s that witnessed his transactionMrB [redacted] also looked at equipment that Mr [redacted] rented to verify the condition presentedHe assured Mr [redacted] he has spoken to his staff so any service issues will not occur again MrB [redacted] has apologized and offered VIP certificates so the next time he rents or needs U-Haul products it would be discountedMr [redacted] declined the offerWe care about our customer’s experience, and have tried to come to an amicable resolutionMr [redacted] did benefit from the use of our equipment, and based on thorough research of the issues a full refund for services is not warranted Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Penny S [redacted] Executive Assistant U-Haul International
May 15, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our Executive Assistant for our [redacted] Office, followed up on the information Ms [redacted] provided and sent her the following email in response:Dear Jodi, I am in receipt of your complaint concerning the problems you had with your rentalI appreciate you letting me know about thisOur objective is no less than 100% customer satisfactionI am truly sorry for your delay in pick up and all of the confusion at the facilityU-Haul does not want a single customer to experience what you didOr to feel like your safety or well being is not important to usWe work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrongAnd I am grateful that you took the time to file a complaint so we can make this right for you and your familyU-Haul maintains all equipment on a regular basisHowever, as with all equipment there is always the possibility of a mechanical problem surfacingI am having the unit that you utilized pulled from the fleet and checked overI will also be speaking with [redacted] about your dispatch and his lack of follow up when you contacted one of his employees in reference to your moveIt is true, he had just had a heart attack, but with that said, we still expect that policies and procedures are being implemented and followedYou have my apologies and I hope you will give U-Haul another chance to serve you better in the futureI have processed a $credit to your mothers credit card sent you a $U-Haul VIP certificates for your inconvenienceYou can utilize it for rental items, hitches or hitch accessories, propane, or packing material sold at any U-Haul facility or on-lineAgain, I am very sorry that your experience was less than adequate, and hope that you will give us an opportunity in the future to get your businessSincerely, [redacted] Customer Service Manager U-Haul Company, [redacted] ###-###-####Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
April 17, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] Don T [redacted] , our President for our San Francisco Regional Office, reviewed Mr [redacted] ’s recent commentsHe advised our office it was explained to Mr [redacted] that because of high demand for equipment in the area, they cannot hold the reserved equipment hours past the reservation timeIn the interest of customer good faith, our Traffic Manager issued a refund for the $fee he was charged but no further concessions will be forthcoming We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another responseSincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here
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.U-Haul states: While most facilities do accept debit, unfortunately we were not aware that yours did not, and for this I greatly apologizeIt is definitely true that we should have this information readily available, but unfortunately we do notI hope with your complaint soon we can move forward with improving our program to make it easier for our consumers such as yourself.As stated in my original complaint: Let me state emphatically [redacted] was very nice, helpful and accommodatingHe stated his frustration as this is not the first time this type of situation has occurred with bookings through [redacted] U HaulIn fact it occurs on such a regular basis that he has informed his district manager several times of this problem and nothing has been done to rectify the problem.I feel their statement is an empty promise to correct it in the future as they have been informed by U-Haul in [redacted] where I had the order bookedAnd they now admit that they should have had the information as to the acceptance of debit readily available, but did notTherefore goes back to my original requestCompensation for the $I am out as a result of the hours delay (extra gas, travel time, paying Mr [redacted] extra for his time) due to thatThis I want as a cheque payable to me, not a redeemable certificateIf I had been informed when booking this entire situation would not have occurred.Statement in an email to me Dec 2, 2014from [redacted] (U-Haul District Manager [redacted] ):There no other solution but maybe a certificate but would complicate the rental process more then ever.The fact that you may or not be on social assistance is none of our affairs and has no bearing on customer service .this is a matter that will be dealt with internal and hopeful corrected to prevent future mishapA certificate has no face cash value but can be used towards UHaul rental,preferably at a corporate store but can be use at independent out Eats in some cases.I feel a customer's situation should be of their concern in order to satisfy that customerAnd the statement that the certificate has no cash value and can be used at some independent out eats is insultingThe hundred dollars I am out would be weeks of groceries on my budget, not a feel meal at some independent out eats in some casesAs well it is presumptuous to assume my dietary requirements include an out eats place I still have to pay even more to move my stuff to the final location as a result of the delay I incurred as to their misinformationSee bullet 1.The amount of my time spent, run around from many U-Haul representatives and frustration incurred in order to get attention to this matter is disappointingIt demonstrates U-Haul has no business acumen whatsoever nor concern other customers having to wait due to their misinformationAnd goes again to customer service and I refer to my original compliant:In fact one lady who had to wait met me outside as I took a much needed break before going back in the office to continue with the situation, stated to me they should be giving me that trailer for freeShe also stated she will think twice about using U HAUL again and would never book through [redacted] U HaulSo your other customers are also not impressedI state again I want money for my rental returned to me as a cheque payable to me$for the extra monies spent and a free weekend rental, which I will take as a certificate[redacted] ***
checked account did not see credit
December 31, 2015Revdex.com ID#: [redacted] , 10997718U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms***.Jon G [redacted] , our President for our Western Michigan Regional Office, reviewed Ms***’s recent comments and sent her the following email in response:My name is Jon G [redacted] I believe we spoke on the phone some weeks agoI wanted to take a moment and go over the final charges as we had discussed on the phoneI Saw on your account there was a balance of $This was the balance from the first day over the original return timeI have gone a head and reduced down the amount owed to $this just reflects the cost of additional daysAs I said on the phone we are willing to work with you on the costsWe would like to get this resolved so it is no longer an issue going forward for youWe do appreciate your business and hope to get this matter behind usJon G [redacted] U-Haul Western MI.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
July 21, Revdex.com ID#: [redacted] Revdex.com ID#: [redacted] Thank you for your concern for our customer Mr [redacted] John K***, our GM for our U-Haul Storage at Mile, followed up on the information Mr [redacted] provided He informed our office, the day after the rental truck was returned, he realized he had applied the wrong reservation to the rental contract MrK [redacted] reversed the charges and charged the correct credit card He also mentioned the following day he rented a truck to Mr [redacted] with a special one-way pricing, and more importantly, offered his personal apology for the inconvenience he caused Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 You left my husband on the side of the road for over SIX HOURS in degree heatWe paid to borrow another truck and get my son home to try to helpA refund is NOT acceptable Regards, [redacted] ***
July 22, 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 spoke to Mr [redacted] on or about July 17th and revealed the evidence to him with pictures of the damage Mr [redacted] did not dispute the damage but requested a U-Haul representative review the damage with him or a relative so he could understand what he was being charged Mr [redacted] offered a walk around for him with our shop manager so they could go over the details of the repairs needed Mr [redacted] then contacted our office again to explain Mr [redacted] ’s representatives met with our shop manager who showed them fine details of what would need to be done to get our U-Haul truck rental worthy and back on the road Mr [redacted] ’s representatives took some pictures and understood the extensive damage that was done during Mr [redacted] ’s rental.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International