June 9, BB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Melissa M [redacted] , our Executive Assistant for our Miami Regional Office, followed up on the information Mr [redacted] provided She informed our office she contacted Mr [redacted] and attempted to address his concerns regarding unknown charges to his credit card Her intentions were to inform him he may have been charged for tolls he incurred back in March As explained on his rental contract, he can be charged for extra fees he incurs back to the credit card listed on the contract Mr [redacted] relayed he disputed the charges with his credit card company When MsM [redacted] was explaining she would need to contact Credit Card Processing to find out more about the charges, the call was disconnected 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
July 25, Revdex.com ID#: U-Haul Ref#: Thank you for your concern for our customer Ms [redacted] Bandi E***, our Executive Assistant for our South Seattle Regional Office, followed up on the information Ms [redacted] prov***d She informed our office she spoke to Ms [redacted] and discussed her concerns as well as issued her a refund for $as an adjustment The refund should post on her next credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for 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
February 15, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** [redacted] , our GM for our U-Haul Moving and Storage at [redacted] *** in [redacted] ,**, followed up on the information Mr [redacted] providedShe informed our office she left a message for Mr [redacted] explaining if he wanted to do a settlement, the amount owing was $The amount will change on the settlement if he waits another monthMs [redacted] asked Mr [redacted] to call back if he wished to take the settlementPlease be advised we do not take partial paymentsMs [redacted] relayed that Mr [redacted] did call back and agreed to come into our Center on February 21st to pay half of what he owes as settlement and then will vacate the storage unit within hours 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
May 18, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***Shalon L [redacted] , our President for our Jacksonville Regional Office, followed up on the information Mr [redacted] providedMsL [redacted] left a message requesting a return call from Mr ***She also relayed a refund totaling $1,was issued back to his [redacted] account as an adjustment on his rentalThe refund 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 response Sincerely,Maria P [redacted] Executive AssistantU-Haul International
December 4, Revdex.com ID# [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our GM for our U-Haul at [redacted] ***in Fort Collins, CO, followed up on the information Ms [redacted] providedHe informed our office of a refund check in the amount of $he issued to Ms [redacted] on or around November 20thOur records also indicate a refund for $was issued on December 3rd back to Ms [redacted] ’s [redacted] accountThe refund should post on her next credit card statementMr [redacted] mentioned he has tried to reach Ms [redacted] but found her contact number to be invalid Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
June 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms***Chris L [redacted] , our President for our East Central Colorado Regional Office, followed up on the information Ms [redacted] provided and sent her the following email in response: [redacted] , I wanted to reach out to you again todayI have left a fairly brief messageI have made sure that you will be getting your 50$ reservation guarantee with daysIf you do not see it credited by the 20th, please get it contact with meI have also emailed you a 100$ gift certificate that can be used on any products or services we offer (aside from a rental deposit)It can be used upon return of an in-town rental and the deposit refunded to you howeverI am truly sorry that we as team have made your move more stressfulI do know that even these things don't help much in your current situationBut, I can hope that you can take this a goodwill offeringChris L [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,Maria P [redacted] Executive AssistantU-Haul International
November 18, 2014 BBB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] . [redacted] , our Area Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund... for $30 for the mileage and inconvenience she experienced. He assured our office the information has been addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. The refund was issued back to [redacted] ’s [redacted] account and should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International
January 31, Revdex.com ID#: [redacted] Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Paul B [redacted] , our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Ms [redacted] provided He informed our office the fees for the rental were waived for all three U-Boxes Our GM, Mark H [redacted] called Ms [redacted] and explained the holdup was the credit card on file and the ship to address With the rental fees waived and the information updated now, her boxes are scheduled to ship out this coming week SEQ CHAPTER \h \r 1Our 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
October 17, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Dr** [redacted] our Executive Assistant for our Chicago South and SW Suburbs Regional Office, followed up on the information Dr [redacted] provided and sent the following email in response: **e, I apologize for the inconvenience that you experiencedI would like to discuss the situation with you at your convenienceI can be reached at ###-###-#### Monday through Friday, 8:until 4:Sincerley, [redacted] Lott Executive Assistant Our records also indicate a refund for $was issued back to Dr**’s [redacted] account, which 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
May 11, Revdex.com ID#: U-Haul Ref#: [redacted] Thank you for your concern for our customer MrL***Lisa R***, our Executive Assistant for our Riverside Regional Office, followed up on the information MrL [redacted] provided She informed our office the hitch and wiring were installed on Mr L [redacted] vehicle as well as the brake controller However, due to the location of the switch under the dash of the vehicle requiring removal of complete interior of driver’s side under the dash and we are not able to remove this, MrL [redacted] was informed to take his vehicle to a Porsche dealership or automotive repair facility familiar with his vehicle to complete the installation of the brake controller Since we were unable to complete the work, the labor was completely deducted for installation of the brake controller MsR [redacted] relayed MrL [redacted] came into our U-Haul Center, took the keys to his vehicle and literally ran out to his vehicle and left without paying the bill A police report was filed for theft The police advised U-Haul to bill the credit card the appropriate fee since MrL [redacted] signed for the service to be done MrL [redacted] is not due a refundOur 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
October 2, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] My apologies for misspelling Mr [redacted] ’ last name in my original responseChristopher P***, our President for our Northern Nevada Regional Office, reviewed Mr [redacted] ’ recent commentsHe advised our office he personally knows all the employees at the U-Haul Center in question, as well as our GM, and any substance use would be out of character for the employee Mr [redacted] referred to and if anyone was intoxicated, our GM would have taken immediate actionMrP [redacted] stated he was aware the refund was issued and that the staff tried to help Mr [redacted] to the best of their ability, but the wiring harness would not workHe assured our office he would address the issue with the staff at our U-Haul Center to ensure our customers are receiving the quality of service they have come to expect and deserve from U-HaulWe 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 International
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] ***
July 16, Revdex.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] providedHe informed our office our Center employee closed out Mr [redacted] ’s contract, then reversed the contract and refunded the fuel chargeHowever, the contract was never closed out againThe next day, another employee closed out the contract not knowing the fuel charge had been reversed and the charge was put through a second timeAnother refund for the fuel has been issued and Mr [redacted] asked that we relay his apology for the confusion 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
November 3, Revdex.com ID#: [redacted] , [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our GM for our U-Haul Moving and Storage of [redacted] , followed up on the information Ms [redacted] provided and sent her the following email in response: Hello, This is [redacted] General Manager of [redacted] U-HaulPlease give me a call to resolve any issue you still haveI'm going to waive the late fee's that are on your account but will not be able to do this again in the futureOffice [redacted] Cell [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 Assistant U-Haul International
March 27, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Mrand Mrs [redacted] .Rod M***, our GM for our U-Haul Moving and Storage of Coeur D’Alene, followed up on the information Mrs [redacted] provided He informed our office he installed the hitch and wiring per the instructions on the paperwork for their vehicle Mror Mrs [redacted] never stated they wanted the wiring installed on the outside of the vehicle When Mrs [redacted] arrived to pick up her vehicle, Rod explained the wiring was in the back and all she had to do was open the hatch and lay the wiring out and close the hatch She acknowledged the instructions An hour later Mr [redacted] returned while Rod was on the phone He spoke to another CSR who explained how the wiring is installed on a Subaru Mr [redacted] raised his voice and stated it was plain stupid Rod asked his customer on the phone to hold a minute and told Mr [redacted] he could explain the wiring as soon as he finished with his customer on the phone Mr [redacted] relayed his dissatisfaction so Rod said he would remove the hitch and wiring and make a refund Mr [redacted] called his friend and claims his friend said the wiring was done wrong He raised his voice and called Rod a foul name and told him he was dumb At that point Rod asked him to leave the U-Haul Center and Mr [redacted] continued to argue Rod called the police and provided them with the license plate number for Mrand Mrs [redacted] ’s vehicle Mr [redacted] soon left the lot Rod advised our office he is still willing to work with Mrs [redacted] if she wants the hitch and wiring removed and refunded, however, he has chosen not to interact with Mr [redacted] again and asked that he not return to the U-Haul Center.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 International
Thank you for your concern for our customer Mr*** Our records indicate refunds have been issued back to Mr***’s [redacted] account as a resolutionA refund for $was issued on November 6th along with a refund for $issued on November 7thBoth refunds 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
January 6, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] [redacted] , our Executive Assistant for our SW Ohio Regional Office, reviewed Ms [redacted] ’s recent comments to your office and sent her the following email in response: Please accept my apologies for the issue you had with our equipmentFirst of all in view of the length of time it took to get the door unlocked I believe you are due more adjustment to your rental price and I am refunding an additional $dollars to youThis amount with the $that the GM refunded will be all that will be refundedI can assure you that I do not agree with any statement that you were lied toAs part of my responsibilties with U Haul, I help to oversee customer concerns in our stores, and I know of no pattern of negligent customer service from this store and it's employeesI believe [redacted] statement that it is the customer's responsibility for this was a misunderstanding on his partWe do hold customer's responsible for keys locked inside a truck during a rental., but not when the keys will not unlock the doorsThat is an issue to be addressed with the store personnelI hope that this helps finalize the issue 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 response Sincerely, [redacted] Executive Assistant U-Haul International
July 9, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** [redacted] , our Executive Assistant for our San Francisco Regional Office, followed up on the information Ms [redacted] providedShe informed our office our GM of our U-Haul Moving and Storage of Downtown San Francisco will be contacting Ms [redacted] on a new estimated delivery date and Ms [redacted] will determine a fair 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 Assistant U-Haul International
April 17, 2017BBB ID#: [redacted] BBB ID#: [redacted] Thank you for your concern for our customer Mr. ***. Phyllis P***, our Executive Assistant for our Gainesville Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she previously spoke to Mr. ***. They have... found no necessary repairs needed to the truck for the mechanical issues Mr. [redacted] relayed. Ms. P [redacted] explained Mr. [redacted] has made changes to what he claims he experienced, however, we have not been able to verify the events. A refund will not be issued due to the fact we have been unable to confirm the information he provided. 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
July 12, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms*** Bren O***, our Executive Assistant for our Illinois Regional Office, reviewed Ms***’ recent comments and sent the following email in response: Good morning [redacted] , I personally watched the video of the truck being cleaned as well as spoke to the agent that cleaned the truck when he arrived in the morningThere was no [redacted] purse or any other items removed from the truckIf you left it in there and did not lock the truck, that is not U-Haul liabilityThat is the customers as they are responsible for the equipment if they choose to drop off after hours, which is what you didThere is nothing we can do for youThank youBren 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
June 9, BB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Melissa M [redacted] , our Executive Assistant for our Miami Regional Office, followed up on the information Mr [redacted] provided She informed our office she contacted Mr [redacted] and attempted to address his concerns regarding unknown charges to his credit card Her intentions were to inform him he may have been charged for tolls he incurred back in March As explained on his rental contract, he can be charged for extra fees he incurs back to the credit card listed on the contract Mr [redacted] relayed he disputed the charges with his credit card company When MsM [redacted] was explaining she would need to contact Credit Card Processing to find out more about the charges, the call was disconnected 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
July 25, Revdex.com ID#: U-Haul Ref#: Thank you for your concern for our customer Ms [redacted] Bandi E***, our Executive Assistant for our South Seattle Regional Office, followed up on the information Ms [redacted] prov***d She informed our office she spoke to Ms [redacted] and discussed her concerns as well as issued her a refund for $as an adjustment The refund should post on her next credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for 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
February 15, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** [redacted] , our GM for our U-Haul Moving and Storage at [redacted] *** in [redacted] ,**, followed up on the information Mr [redacted] providedShe informed our office she left a message for Mr [redacted] explaining if he wanted to do a settlement, the amount owing was $The amount will change on the settlement if he waits another monthMs [redacted] asked Mr [redacted] to call back if he wished to take the settlementPlease be advised we do not take partial paymentsMs [redacted] relayed that Mr [redacted] did call back and agreed to come into our Center on February 21st to pay half of what he owes as settlement and then will vacate the storage unit within hours 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
May 18, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***Shalon L [redacted] , our President for our Jacksonville Regional Office, followed up on the information Mr [redacted] providedMsL [redacted] left a message requesting a return call from Mr ***She also relayed a refund totaling $1,was issued back to his [redacted] account as an adjustment on his rentalThe refund 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 response Sincerely,Maria P [redacted] Executive AssistantU-Haul International
December 4, Revdex.com ID# [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our GM for our U-Haul at [redacted] ***in Fort Collins, CO, followed up on the information Ms [redacted] providedHe informed our office of a refund check in the amount of $he issued to Ms [redacted] on or around November 20thOur records also indicate a refund for $was issued on December 3rd back to Ms [redacted] ’s [redacted] accountThe refund should post on her next credit card statementMr [redacted] mentioned he has tried to reach Ms [redacted] but found her contact number to be invalid Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
June 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms***Chris L [redacted] , our President for our East Central Colorado Regional Office, followed up on the information Ms [redacted] provided and sent her the following email in response: [redacted] , I wanted to reach out to you again todayI have left a fairly brief messageI have made sure that you will be getting your 50$ reservation guarantee with daysIf you do not see it credited by the 20th, please get it contact with meI have also emailed you a 100$ gift certificate that can be used on any products or services we offer (aside from a rental deposit)It can be used upon return of an in-town rental and the deposit refunded to you howeverI am truly sorry that we as team have made your move more stressfulI do know that even these things don't help much in your current situationBut, I can hope that you can take this a goodwill offeringChris L [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,Maria P [redacted] Executive AssistantU-Haul International
November 18, 2014 BBB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] . [redacted] , our Area Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund... for $30 for the mileage and inconvenience she experienced. He assured our office the information has been addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. The refund was issued back to [redacted] ’s [redacted] account and should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International
January 31, Revdex.com ID#: [redacted] Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Paul B [redacted] , our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Ms [redacted] provided He informed our office the fees for the rental were waived for all three U-Boxes Our GM, Mark H [redacted] called Ms [redacted] and explained the holdup was the credit card on file and the ship to address With the rental fees waived and the information updated now, her boxes are scheduled to ship out this coming week SEQ CHAPTER \h \r 1Our 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
October 17, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Dr** [redacted] our Executive Assistant for our Chicago South and SW Suburbs Regional Office, followed up on the information Dr [redacted] provided and sent the following email in response: **e, I apologize for the inconvenience that you experiencedI would like to discuss the situation with you at your convenienceI can be reached at ###-###-#### Monday through Friday, 8:until 4:Sincerley, [redacted] Lott Executive Assistant Our records also indicate a refund for $was issued back to Dr**’s [redacted] account, which 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
May 11, Revdex.com ID#: U-Haul Ref#: [redacted] Thank you for your concern for our customer MrL***Lisa R***, our Executive Assistant for our Riverside Regional Office, followed up on the information MrL [redacted] provided She informed our office the hitch and wiring were installed on Mr L [redacted] vehicle as well as the brake controller However, due to the location of the switch under the dash of the vehicle requiring removal of complete interior of driver’s side under the dash and we are not able to remove this, MrL [redacted] was informed to take his vehicle to a Porsche dealership or automotive repair facility familiar with his vehicle to complete the installation of the brake controller Since we were unable to complete the work, the labor was completely deducted for installation of the brake controller MsR [redacted] relayed MrL [redacted] came into our U-Haul Center, took the keys to his vehicle and literally ran out to his vehicle and left without paying the bill A police report was filed for theft The police advised U-Haul to bill the credit card the appropriate fee since MrL [redacted] signed for the service to be done MrL [redacted] is not due a refundOur 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
October 2, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] My apologies for misspelling Mr [redacted] ’ last name in my original responseChristopher P***, our President for our Northern Nevada Regional Office, reviewed Mr [redacted] ’ recent commentsHe advised our office he personally knows all the employees at the U-Haul Center in question, as well as our GM, and any substance use would be out of character for the employee Mr [redacted] referred to and if anyone was intoxicated, our GM would have taken immediate actionMrP [redacted] stated he was aware the refund was issued and that the staff tried to help Mr [redacted] to the best of their ability, but the wiring harness would not workHe assured our office he would address the issue with the staff at our U-Haul Center to ensure our customers are receiving the quality of service they have come to expect and deserve from U-HaulWe 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 International
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] ***
July 16, Revdex.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] providedHe informed our office our Center employee closed out Mr [redacted] ’s contract, then reversed the contract and refunded the fuel chargeHowever, the contract was never closed out againThe next day, another employee closed out the contract not knowing the fuel charge had been reversed and the charge was put through a second timeAnother refund for the fuel has been issued and Mr [redacted] asked that we relay his apology for the confusion 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
November 3, Revdex.com ID#: [redacted] , [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our GM for our U-Haul Moving and Storage of [redacted] , followed up on the information Ms [redacted] provided and sent her the following email in response: Hello, This is [redacted] General Manager of [redacted] U-HaulPlease give me a call to resolve any issue you still haveI'm going to waive the late fee's that are on your account but will not be able to do this again in the futureOffice [redacted] Cell [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 Assistant U-Haul International
March 27, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Mrand Mrs [redacted] .Rod M***, our GM for our U-Haul Moving and Storage of Coeur D’Alene, followed up on the information Mrs [redacted] provided He informed our office he installed the hitch and wiring per the instructions on the paperwork for their vehicle Mror Mrs [redacted] never stated they wanted the wiring installed on the outside of the vehicle When Mrs [redacted] arrived to pick up her vehicle, Rod explained the wiring was in the back and all she had to do was open the hatch and lay the wiring out and close the hatch She acknowledged the instructions An hour later Mr [redacted] returned while Rod was on the phone He spoke to another CSR who explained how the wiring is installed on a Subaru Mr [redacted] raised his voice and stated it was plain stupid Rod asked his customer on the phone to hold a minute and told Mr [redacted] he could explain the wiring as soon as he finished with his customer on the phone Mr [redacted] relayed his dissatisfaction so Rod said he would remove the hitch and wiring and make a refund Mr [redacted] called his friend and claims his friend said the wiring was done wrong He raised his voice and called Rod a foul name and told him he was dumb At that point Rod asked him to leave the U-Haul Center and Mr [redacted] continued to argue Rod called the police and provided them with the license plate number for Mrand Mrs [redacted] ’s vehicle Mr [redacted] soon left the lot Rod advised our office he is still willing to work with Mrs [redacted] if she wants the hitch and wiring removed and refunded, however, he has chosen not to interact with Mr [redacted] again and asked that he not return to the U-Haul Center.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 International
Thank you for your concern for our customer Mr*** Our records indicate refunds have been issued back to Mr***’s [redacted] account as a resolutionA refund for $was issued on November 6th along with a refund for $issued on November 7thBoth refunds 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
January 6, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] [redacted] , our Executive Assistant for our SW Ohio Regional Office, reviewed Ms [redacted] ’s recent comments to your office and sent her the following email in response: Please accept my apologies for the issue you had with our equipmentFirst of all in view of the length of time it took to get the door unlocked I believe you are due more adjustment to your rental price and I am refunding an additional $dollars to youThis amount with the $that the GM refunded will be all that will be refundedI can assure you that I do not agree with any statement that you were lied toAs part of my responsibilties with U Haul, I help to oversee customer concerns in our stores, and I know of no pattern of negligent customer service from this store and it's employeesI believe [redacted] statement that it is the customer's responsibility for this was a misunderstanding on his partWe do hold customer's responsible for keys locked inside a truck during a rental., but not when the keys will not unlock the doorsThat is an issue to be addressed with the store personnelI hope that this helps finalize the issue 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 response Sincerely, [redacted] Executive Assistant U-Haul International
July 9, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** [redacted] , our Executive Assistant for our San Francisco Regional Office, followed up on the information Ms [redacted] providedShe informed our office our GM of our U-Haul Moving and Storage of Downtown San Francisco will be contacting Ms [redacted] on a new estimated delivery date and Ms [redacted] will determine a fair 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 Assistant U-Haul International
April 17, 2017BBB ID#: [redacted] BBB ID#: [redacted] Thank you for your concern for our customer Mr. ***. Phyllis P***, our Executive Assistant for our Gainesville Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she previously spoke to Mr. ***. They have... found no necessary repairs needed to the truck for the mechanical issues Mr. [redacted] relayed. Ms. P [redacted] explained Mr. [redacted] has made changes to what he claims he experienced, however, we have not been able to verify the events. A refund will not be issued due to the fact we have been unable to confirm the information he provided. 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
July 12, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms*** Bren O***, our Executive Assistant for our Illinois Regional Office, reviewed Ms***’ recent comments and sent the following email in response: Good morning [redacted] , I personally watched the video of the truck being cleaned as well as spoke to the agent that cleaned the truck when he arrived in the morningThere was no [redacted] purse or any other items removed from the truckIf you left it in there and did not lock the truck, that is not U-Haul liabilityThat is the customers as they are responsible for the equipment if they choose to drop off after hours, which is what you didThere is nothing we can do for youThank youBren 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