October 21, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** Patricia P***, our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr [redacted] provided and sent him the following email in response: We received your letter to the Revdex.comSince there was no monies charged to the card on file, we have requested a check to be mailed to the [redacted] addressIt usually takes days for the check to arrive in CaliforniaAs to your request to drop the rating, we have no control over that 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.Yes, someone did call me and advised me that I would not receive the $guaranteeI asked why and was told that because they called me an hour before my pickupI explained the guarantee says I get $if they cancel or change the reservationShe was very firm saying I cannot and will no get the guaranteeI told her she is wasting my time and hung upShe never offered to give me the $I have all my phone calls to and from Uhaul recorded as any smart consumer shouldEvery single person I called in uhaul customer service refused to honor the guaranteeBut the in store employees expressed I should receive itUhaul has shady business practices and lies to their customersPlease let me know how you already started to give me the $when you do not have my address to send me a check? Regards, [redacted]
October 15, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Dr [redacted] [redacted] , our Area Field Manager for our Iowa Regional Office, followed up on the information Dr [redacted] providedHe informed our office he contacted Dr [redacted] and discussed his concernsHe advised him of a refund for the U-Box rental fees in the amount of $due to the delayHe also mentioned that Dr [redacted] had relayed that four boxes would accommodate his moveTwo boxes were delivered at no cost and the other two were ready to go for themAll boxes shipped on timeThe refund was issued back to Dr [redacted] ’s Visa account and 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, [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 11753186, 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]
May 9, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] Cal C***, our President for our Eastern Florida Regional Office, reviewed Ms [redacted] ’s recent comments He relayed to our office Ms [redacted] was promised a free month of storage at origin due to a mistake by our U-Haul Center She misunderstood and thought she was also getting free shipping MrC [redacted] stated he ended up giving her the free month storage and shipping for free He has tried to accommodate Ms [redacted] to the best of his ability by providing $1,worth of service at no extra fee No further adjustments or refunds will be issued 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 Tell us why here
this is unacceptableHad the agent provided relevant information or provided the trailer I requested (not an "in town trailer) then there would be no issueI do not accept this "compromise" and request U-haul waive all feesI would like to take the next steps if U-haul is unable to agree
Thank you for your concern for our customer Ms [redacted] [redacted] Fowler, our GM for our U-Haul Moving and Storage of [redacted] at [redacted] **., followed up on the information Ms [redacted] providedHe informed our office Ms [redacted] was a waat his location and had no idea she had a previous reservationMr [redacted] asked Ms [redacted] to cancel her reservation to avoid a no-show feeUnfortunately the only truck available was for a 4-hour rentalThis was clearly explained to Ms [redacted] and she agreed by signing the contract she would have the truck back by 2:pmIf the truck was returned late, she was advised there would be an additional charge due to the fact we had another family with a reservation after her rentalUpon Ms [redacted] ’s return a few minutes after 4:pm, Mr [redacted] relayed they had three customers in the showroomMs [redacted] was acknowledged when she entered and told by our Assistant GM, [redacted] , that she would be right with herWithin a minute she was assisted with her truck check-inMs [redacted] asked if she had any issues with the truck and Ms [redacted] replied she did notMr [redacted] assured our office the truck in question was up to date on maintenanceMs [redacted] and Ms [redacted] both returned to the showroom from outside and Ms [redacted] was advised Mr [redacted] would be the one to close out her contract since she paid her rental with cash and Mr [redacted] had the only cash drawer open at that timeMr [redacted] finished with his other customer and then closed out Ms [redacted] ’s rental contractSince her rental went into a 2nd rental period, she was charged another rental fee for both the truck and Safemove ProtectionMr [redacted] stated Ms [redacted] was never ignored or treated unfairlyThe only time she was asked to wait for assistance was because our Assistant GM did not have a cash drawer open to complete a cash transaction and she was thanked for her patience of having a slight waitHe also relayed he felt they did everything on their end to help Ms [redacted] and Ms [redacted] did not honor the contract by returning the truck late.As we value Ms [redacted] as a customer, I have taken the liberty of emailing her 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
[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 did receive the refund and the additional $credit from Uhaul and the voice mail I am very happy with their response and wish to resolve the complaint Regards, Becky L***
June 24, Revdex.com ID#: [redacted] – [redacted] U-Haul Reference id [redacted] Thank you for your concern for our customer Mr [redacted] Mr [redacted] was contacted and we apologized for not following up with a call when there was still a debt owed on his accountThe emails we sent must have been directed to his spam folder and he was unaware he still had a balance owed We refunded the $service fee back to Mr [redacted] credit cardMr [redacted] was happy with the outcome 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
February 12, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Stacy [redacted] and Allison Pecora, whose name is listed on the rental agreement Darrell S***, our Gm for our U-Haul Moving and Storage of Salisbury, followed up on the information Ms [redacted] provided He informed our office a refund of the shipping contract has been issued to Ms [redacted] The refund for $should post on their next [redacted] 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
January 20, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers Mrand Mrs [redacted] Mike H [redacted] , our Traffic Manager for our Eastern Florida Regional Office, reviewed Mr [redacted] ’ recent comments and sent him the following email in response: Mr [redacted] Your full rental has been refundedPlease allow your bank 3-business days to process the refundThank you The refund for $was issued back to their Visa account and should post on their 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 Assistant U-Haul International
August 23, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our President for our West Texas Regional Office, followed up on the information Mr [redacted] provided He informed our office he has not been able to reach Mr [redacted] by phone at the telephone number listed An email was sent requesting a telephone number so Mr [redacted] can personally speak to Mr [redacted] to obtain more details on the situation he experienced Mr [redacted] also advised our office he would follow up with our GM at the location involved We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul He hopes to hear back from Mr [redacted] 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 response.Sincerely, [redacted] Executive AssistantU-Haul International
I have since had vehicle checked out by a mechanic and there is damage to the underneath side of vehicle due to the vehicle not being strapped down correctly by the Johnson City store They said with it not being secure it bounced and bounced causing damage from it hitting the trailer I have an appt on 1-4-with the dealership to address the damageAt no time did anyone call me back to let me know the claim had been closed and at no time during my numerous calls to UHaul did they advise me to file a claim with the insurance I had on this It wasn't until I called on Monday did an agent tell me she was going to send me over to RepWest the insurance company Bad Bad Customer ServiceMichael C [redacted] was extremely rude to me and basically hung up on me I do not accept their response and will continue to persue this
August 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Jacqueline S***, our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms [redacted] provided She informed our office she spoke to Ms [redacted] and discussed her concerns She also advised her the bill will stand 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
March 26, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] .Our records indicate [redacted] , our Traffic Manager for our Northern Alabama Regional Office, spoke to Mr [redacted] on or about March 16, and provided him with the U-Haul location he can go to, to have the installation corrected.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
The issue was the fact that it was to be delivered on a certain date and I had flown in my husband and daughter to help her unload the boxBut the box was not there for another weekAs a result we had to go out and but her about $in items for her to live for daysa bed, a few towels, a few plates, etcIf they settled for $the cost it was for me to get my daughter situated for school, I would be happy verses the $a day for being late.Please let me know if you are willing to pay $more to settle this.Kindly, ***
October 26, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Christopher O***, our Area Field Manager for our NW Colorado Regional Office, followed up on the information Ms [redacted] provided He informed our office he worked with Ms***’s credit card company to resolve the issue He sent a fax with the receipt of the reservation amount and the credit card company was going to drop the freeze on her account 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
[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 11738792, 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 14, Revdex.com ID#: U-Haul Ref#: Thank you for your continued concern for our customer Ms [redacted] Amber G***, our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms [redacted] provided She informed our office she reached out to our Storage Group and was assured Ms [redacted] ’ storage rate has been locked and will not increase Our Storage Manager will contact Ms [redacted] , if not already, to advise her of 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, Maria P [redacted] Executive Assistant U-Haul International
October 21, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** Patricia P***, our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr [redacted] provided and sent him the following email in response: We received your letter to the Revdex.comSince there was no monies charged to the card on file, we have requested a check to be mailed to the [redacted] addressIt usually takes days for the check to arrive in CaliforniaAs to your request to drop the rating, we have no control over that 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.Yes, someone did call me and advised me that I would not receive the $guaranteeI asked why and was told that because they called me an hour before my pickupI explained the guarantee says I get $if they cancel or change the reservationShe was very firm saying I cannot and will no get the guaranteeI told her she is wasting my time and hung upShe never offered to give me the $I have all my phone calls to and from Uhaul recorded as any smart consumer shouldEvery single person I called in uhaul customer service refused to honor the guaranteeBut the in store employees expressed I should receive itUhaul has shady business practices and lies to their customersPlease let me know how you already started to give me the $when you do not have my address to send me a check? Regards, [redacted]
October 15, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Dr [redacted] [redacted] , our Area Field Manager for our Iowa Regional Office, followed up on the information Dr [redacted] providedHe informed our office he contacted Dr [redacted] and discussed his concernsHe advised him of a refund for the U-Box rental fees in the amount of $due to the delayHe also mentioned that Dr [redacted] had relayed that four boxes would accommodate his moveTwo boxes were delivered at no cost and the other two were ready to go for themAll boxes shipped on timeThe refund was issued back to Dr [redacted] ’s Visa account and 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, [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 11753186, 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]
May 9, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] Cal C***, our President for our Eastern Florida Regional Office, reviewed Ms [redacted] ’s recent comments He relayed to our office Ms [redacted] was promised a free month of storage at origin due to a mistake by our U-Haul Center She misunderstood and thought she was also getting free shipping MrC [redacted] stated he ended up giving her the free month storage and shipping for free He has tried to accommodate Ms [redacted] to the best of his ability by providing $1,worth of service at no extra fee No further adjustments or refunds will be issued 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 Tell us why here
this is unacceptableHad the agent provided relevant information or provided the trailer I requested (not an "in town trailer) then there would be no issueI do not accept this "compromise" and request U-haul waive all feesI would like to take the next steps if U-haul is unable to agree
Thank you for your concern for our customer Ms [redacted] [redacted] Fowler, our GM for our U-Haul Moving and Storage of [redacted] at [redacted] **., followed up on the information Ms [redacted] providedHe informed our office Ms [redacted] was a waat his location and had no idea she had a previous reservationMr [redacted] asked Ms [redacted] to cancel her reservation to avoid a no-show feeUnfortunately the only truck available was for a 4-hour rentalThis was clearly explained to Ms [redacted] and she agreed by signing the contract she would have the truck back by 2:pmIf the truck was returned late, she was advised there would be an additional charge due to the fact we had another family with a reservation after her rentalUpon Ms [redacted] ’s return a few minutes after 4:pm, Mr [redacted] relayed they had three customers in the showroomMs [redacted] was acknowledged when she entered and told by our Assistant GM, [redacted] , that she would be right with herWithin a minute she was assisted with her truck check-inMs [redacted] asked if she had any issues with the truck and Ms [redacted] replied she did notMr [redacted] assured our office the truck in question was up to date on maintenanceMs [redacted] and Ms [redacted] both returned to the showroom from outside and Ms [redacted] was advised Mr [redacted] would be the one to close out her contract since she paid her rental with cash and Mr [redacted] had the only cash drawer open at that timeMr [redacted] finished with his other customer and then closed out Ms [redacted] ’s rental contractSince her rental went into a 2nd rental period, she was charged another rental fee for both the truck and Safemove ProtectionMr [redacted] stated Ms [redacted] was never ignored or treated unfairlyThe only time she was asked to wait for assistance was because our Assistant GM did not have a cash drawer open to complete a cash transaction and she was thanked for her patience of having a slight waitHe also relayed he felt they did everything on their end to help Ms [redacted] and Ms [redacted] did not honor the contract by returning the truck late.As we value Ms [redacted] as a customer, I have taken the liberty of emailing her 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
[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 did receive the refund and the additional $credit from Uhaul and the voice mail I am very happy with their response and wish to resolve the complaint Regards, Becky L***
June 24, Revdex.com ID#: [redacted] – [redacted] U-Haul Reference id [redacted] Thank you for your concern for our customer Mr [redacted] Mr [redacted] was contacted and we apologized for not following up with a call when there was still a debt owed on his accountThe emails we sent must have been directed to his spam folder and he was unaware he still had a balance owed We refunded the $service fee back to Mr [redacted] credit cardMr [redacted] was happy with the outcome 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
February 12, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Stacy [redacted] and Allison Pecora, whose name is listed on the rental agreement Darrell S***, our Gm for our U-Haul Moving and Storage of Salisbury, followed up on the information Ms [redacted] provided He informed our office a refund of the shipping contract has been issued to Ms [redacted] The refund for $should post on their next [redacted] 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
That credit has NOTHING to do with the $delivery guarantee
January 20, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers Mrand Mrs [redacted] Mike H [redacted] , our Traffic Manager for our Eastern Florida Regional Office, reviewed Mr [redacted] ’ recent comments and sent him the following email in response: Mr [redacted] Your full rental has been refundedPlease allow your bank 3-business days to process the refundThank you The refund for $was issued back to their Visa account and should post on their 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 Assistant U-Haul International
August 23, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our President for our West Texas Regional Office, followed up on the information Mr [redacted] provided He informed our office he has not been able to reach Mr [redacted] by phone at the telephone number listed An email was sent requesting a telephone number so Mr [redacted] can personally speak to Mr [redacted] to obtain more details on the situation he experienced Mr [redacted] also advised our office he would follow up with our GM at the location involved We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul He hopes to hear back from Mr [redacted] 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 response.Sincerely, [redacted] Executive AssistantU-Haul International
I have since had vehicle checked out by a mechanic and there is damage to the underneath side of vehicle due to the vehicle not being strapped down correctly by the Johnson City store They said with it not being secure it bounced and bounced causing damage from it hitting the trailer I have an appt on 1-4-with the dealership to address the damageAt no time did anyone call me back to let me know the claim had been closed and at no time during my numerous calls to UHaul did they advise me to file a claim with the insurance I had on this It wasn't until I called on Monday did an agent tell me she was going to send me over to RepWest the insurance company Bad Bad Customer ServiceMichael C [redacted] was extremely rude to me and basically hung up on me I do not accept their response and will continue to persue this
August 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Jacqueline S***, our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms [redacted] provided She informed our office she spoke to Ms [redacted] and discussed her concerns She also advised her the bill will stand 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
March 26, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] .Our records indicate [redacted] , our Traffic Manager for our Northern Alabama Regional Office, spoke to Mr [redacted] on or about March 16, and provided him with the U-Haul location he can go to, to have the installation corrected.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
The issue was the fact that it was to be delivered on a certain date and I had flown in my husband and daughter to help her unload the boxBut the box was not there for another weekAs a result we had to go out and but her about $in items for her to live for daysa bed, a few towels, a few plates, etcIf they settled for $the cost it was for me to get my daughter situated for school, I would be happy verses the $a day for being late.Please let me know if you are willing to pay $more to settle this.Kindly, ***
October 26, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Christopher O***, our Area Field Manager for our NW Colorado Regional Office, followed up on the information Ms [redacted] provided He informed our office he worked with Ms***’s credit card company to resolve the issue He sent a fax with the receipt of the reservation amount and the credit card company was going to drop the freeze on her account 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
[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 11738792, 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 14, Revdex.com ID#: U-Haul Ref#: Thank you for your continued concern for our customer Ms [redacted] Amber G***, our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms [redacted] provided She informed our office she reached out to our Storage Group and was assured Ms [redacted] ’ storage rate has been locked and will not increase Our Storage Manager will contact Ms [redacted] , if not already, to advise her of 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, Maria P [redacted] Executive Assistant U-Haul International