I spoke with the mechanic this morning, he acknowledged that the truck is still not running properly and he did not sign a written statement for U-HaulI would like for U-Haul to give me a copy of the written statement they say they have signed by the mechanic
September 10, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***[redacted] ***, our President for our [redacted] Regional Office, followed up on the information Mr [redacted] provided He assured our office he addressed the rental with our GM of our U-Haul location Mr [redacted] rented the truck The equipment is safe and worked according to our standards but also mentioned the driver door did not seal properly causing a loud noise while on the road A refund for $was issued to help offset the inconvenience Mr [redacted] experienced during his move 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 5, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** [redacted] , our Executive Assistant for our Northern Nevada Regional Office, followed up on the information Mr [redacted] providedShe relayed that noted on the rental contract for the Promissory Note, it does state if payment is not received in days, U-Haul will immediately initiate collection proceduresCollection was done on the 10th day 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 31, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] James D***, our GM for our U-Haul Moving and Storage of Pasadena, followed up on the information Mr [redacted] provided He explained Mr [redacted] was charged for a citation that was sent to U-Haul for payment When we determined the citation had already been paid, the amount was credited back MrD [redacted] left a message for Mr [redacted] if he wished to discuss the situation furtherOur 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
Thank you for your continued concern for our customer Ms [redacted] [redacted] ***, our President for our [redacted] Regional Office, reviewed the recent information Ms [redacted] relayed to your officeHe explained Ms [redacted] does not have a phone so the only communication they have been able to have is via emailThey have been trying to come up with a resolution, however, every time they ask her via email to call to discuss how we can reach an agreement, Mr [redacted] relayed that Ms [redacted] responds that there is nothing they can do and refused to talk to his officeHe assured our office they followed proper and legal steps when it came to a point they needed to auction Ms [redacted] ’s items she had in storageMr [redacted] also relayed they gave Ms [redacted] multiple opportunities to come up with a settlement before the auctionThey wanted to see if we could do a settlement form and have her move out or do a payment plan, which was unsuccessfulPayment for the units were not received for many monthsFinally, five days before the auction, Ms [redacted] said she would come in the day before the auction to make a payment and set up a payment plan, however, she did notAlthough unfortunate, Mr [redacted] stated they tried to do everything to help Ms [redacted] with the situation.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 AssistantU-Haul International
December 13, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] .John W***, our GM for our U-Haul Moving and Storage of Alcoa, reviewed Mr [redacted] ’s recent comments to your office He informed our office records indicate the refund for $was indeed issued back to Mr [redacted] ’s Master Card ending in on November 7th Please be advised a credit card company has days to post a credit to an account Mr [redacted] should contact his credit card company to verify the credit We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P [redacted] Executive AssistantU-Haul International
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There was really no resolution I cancelled the reservation because as I stated, when I spoke with the U-Haul company in Port Washington, he stated he would not have a truck for me and recommended I call U-Haul directly, which I did The representative I spoke with said she could not tell me where I would be picking up a truck or even IF they would have a truck for me Since I had also hired Moving Help through the U-Haul website and since said Moving Help was going to be driving the truck for me, and since I wasn't sure where I was getting a truck or even IF I was getting a truck, I went with a different company I had no choice, I couldn't be paying for Moving Help and not have a truck or paying the Moving Help for two hours just to drive someplace, God knows where, to pick up a truck Not to mention there was absolutely no offer of assistance or any type of effort at a solution by your customer service person Horribly rude and nasty Regards, [redacted]
May 16, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Ms [redacted] Roderick J***, our GM for our U-Haul Moving and Storage at Candlestick, followed up on the information Ms [redacted] providedHe informed our office he planned to contact Ms [redacted] and offer his apology for the inconvenience she experiencedHe mentioned he was unable to locate a call into our Roadside Assistance line documenting the issue but still issued a refund for $as an adjustment on her rentalA full refund is not warranted due to the fact she completed her moveThe refund should post on her next [redacted] 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 InternationalTell us why here
I have never once had the opportunity to speak with MrD***, as much as I would like to He emailed me once without ever talking to me first or hearing my side I have since emailed him twice with absolutely no response This entire situation has been blown into a web of lies by Busy Bee, who wrote a statement that was 99% and slandered my name, and now apparently MrD [redacted] also My husband even returned to Busy Bee last week on 9/and they promised to review the security camera for Sat 9/and call us back Of course they didn't call us back It would be quite obvious on the security tape that we returned the rental on 9/if someone would just look at it I don't know how a company can justify charging someone extra money without any concrete proof or even speaking to the customer even onceThis entire situation has been causing me extreme emotional distress I would like someone from corporate to speak to me directly or I will have to follow up with legal action
December 11, 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 Northeast Expressway, followed up on the information Mr [redacted] providedMrSmith informed our office that Mr [redacted] relayed to him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid 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
October 7, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers [redacted] and [redacted] ***[redacted] , our Executive Assistant for our Richmond Regional Office, reviewed the recent comments provided by Mr [redacted] She informed our office she spoke to Mr [redacted] and offered her apology for the inconvenience he experienced and advised him of a refund in the amount of $for being quoted a different priced She also explained he received a $credit for the boxes being delayed by our shipper Mr [redacted] relayed his appreciation for the resolution.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely, [redacted] Executive AssistantU-Haul International
September 13, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our GM for our U-Haul Moving and Storage of Westminster, followed up on the information Mr [redacted] provided He informed our office he spoke to Mr [redacted] regarding an auto-pay issue It appeared the auto-payment card was added to the account but not set up for auto-pay Mr [redacted] relayed he would be paying cash from now on to avoid any more missed payments or confusion Mr [redacted] agreed to waive any late fees with next payment to which Mr [redacted] agreed and said he would be in on Friday, July 10, to bring his room current through August 8, Mr [redacted] , however, never showed Several messages were left for Mr [redacted] regarding the growing balance on his storage account and an impending auction Mr [redacted] still wanted to honor their agreement to waive fees when payment was made Mr [redacted] called Mr [redacted] on August 4th, the morning of the auction and left a message regarding the auction of his room Mr [redacted] called him back and stated he would not auction his room, however, we needed payment as soon as possible Mr [redacted] said he would draw some funds together and take care of the account as soon as he could Currently we have again lost contact with Mr [redacted] and four separate message have been left requesting a call back to bring his account current as soon as possible Mr [redacted] is aware of Mr [redacted] cell phone number We are waiting for a cash payment from Mr [redacted] as agreed.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
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.Reply to Uhaul response to mycomplaint.My complaint centered around two aspects of the customer service I received when I noticed that my rental trailer signal lights were no longer workingWhat I wanted was an explanation about aspects concerning the handling of my request for customer service and an apology for how my request was handledAdditionally, as time passed, I wanted an apology for the unreasonable delay to the responseI received neither.Aspect The incident I have complained about occurred on August Although I tried through every available means to request a response to my complaint from customer service, I did notreceive a response until Mr [redacted] called me on August 19, ten days after my complaintThis is not an acceptable response time, particularly when thesituation provoking the customer service call has not been resolvedLeaving acustomer to stew is not an effective customer service strategyMr [redacted] waspolite, but firmly held to a prepared script and did not answer most of mycomplaintsHe expressed regret that I experienced an unfortunate situation,but it was neither an explanation nor an apology for the delay in response, forthe poor customer service, or for the arbitrary and capricious nature of thetwo customer service agent’s responses that I received on August In usingthe terms arbitrary and capricious, I am not referring to the legal definitionof those terms, but rather to the dictionary definition for general Englishusage as follows:Arbitrary and capricious means doing something according to one’s will or caprice and therefore conveying a notion of a tendency to abuse the possession of powerAnaction is arbitrary if it is not supported by logic or the necessary facts; anaction is capricious if it is adopted without thought or reason or isirrational.Aspect 2-part Although I firmly believe that the customer service agent I originally talked to said I would be charged if it was my vehicle that was repaired, it is possible that the verbal agreement reached was misunderstood by both partiesHowever, the gist of my complaint is not subject to semantics orinterpretationWhen I rented the trailer, I asked the person preparing the contract what I was to do if my signals stopped working and he told me that I just had to call for roadside assistance and that the service was freeThe first agent clearly stated that although the service was normally free, because I had already disconnected the pin wiring connector before calling customer service, I would be charged for roadside assistanceI explained that the signals were not working before I disconnected the connector and that regardless of the fact that the problem pre-existed my disconnecting a 4-pin connector,unplugging the trailer connection could not possibly cause the issue I was experiencingIn addition, nowhere in the service contract did it say that I was not allowed to disconnect the wiring and there were even instructions for customers who need to disconnect a trailer on the trailer’s tongue In addition the roadside assistance technician and the technician that I hired to fix the connection both told me that I was correct when I told the customer service agent that disconnecting the connector was not the cause of the situation and could not have possibly caused it,especially since the signals were already inoperativeThe customer service agent did ask me when the signals were not working and said it could have happened anytime from when I rented the trailer to when I arrived at my destinationSo, two agents (one at the rental center and one at customer service) told me that the service was normally free, but because when I discovered the situation I disconnected the trailer, I was to be charged for the roadside assistance call.Mr [redacted] never explained why a normally free service response became chargeable tome when I wasn’t responsible for the situationHe also incorrectly stated that I had made no attempt to determine if the cause was in my truck’s wiring by connecting it to another trailer or having it checked before calling for roadside assistanceI explained to Mr***, as I had explained to the first agent that after disconnecting the trailer, I connected my truck’s wiring to my recreational trailer and the trailer lights worked perfectly In addition, although there was no one available on a Sunday who could work on the wiring, I did go to a shop and have them use a trailer wiring testerThe wiring checked out as operativeIn fact,it checked out with the tester the Uhaul roadside assistance technician used.So, I did attempt to check my truck’s wiringI have checked my rental agreement contract and it does not state anything about a charge for roadside assistanceIt also does not include any disclaimers about disconnecting the pin connectorThis is what I mean by the agent’s actions being arbitrary and capriciousHer statements were not supported by logic or facts and wereirrationalThey also were not supported by any of the language in my rental agreement.Aspect 2-part When I spoke to the first customer service agent, she had me over a barrelI was stranded and could not legally or safely drive the trailer without lightsShe clearly told me that Uhaul would bill me for the service and I agreed verbally to allow my credit card to be billed by Uhaul with the stipulation that if my truck was at fault, I would not contest the charge on my credit card because I just wanted to be able to drive the Uhaul trailer back to the rental center and return it.Returning to that first definition of “a tendency to abuse the possession of power,” when the roadside assistance technician told me that he could not and was not allowed to fix the situation, he also stated that customer service had specifically indicated to him that instead of following the practice of billing Uhaul, he was instructed to request a check from me directlyHe found this oddWhen I called to verify this, a second customer service agent (it may have been the first one for all I know) told me that these were the instructions given to the technician by customer serviceWhen I complained that this was a change in the verbal agreement, she told me that I had no choice but to comply.Since the contractor had done nothing wrong and Uhaul was refusing to pay him for the call, I complied because it was the right thing to doThe actions of the customer service agents clearly were arbitrary and capricious, since they changed the agreement after the fact, when I was not in a position to challenge it.Finally, in regard to Mr***’s statement that “our customer is responsible for returning the operational trailer that was rented to him,” I never argued that point, but when it became obvious that I may not be able to return the trailer until I could have the situation corrected by assistance from a technician not in Uhaul’s employ, I did request that I not be charged for any additional days required to make repairs necessary to legally tow the trailerBoth customer service and the service center I rented the trailer from confirmed that I would not be charged for additional days after I made this request and that was never v part of my complaintIn fact, Mr [redacted] made it clear that even if I was stranded in a dangerous area and unable legally or safely drive the trailer, I was not allowed to abandon it by the roadside to go for assistance (think about the ethical aspects of that statement)Going back to the first definition of arbitrary and capricious, I do consider that “a tendency to abuse the possession of power.” Also, Mr [redacted] stated that, “our dispatched service provider arrived within the estimated time given.” The estimated time was minutesIt actually took minutesI did not complain because the contractor came out on his day off because it would have taken his employees working that day even longer to arriveIt would have been unreasonable of me to complain about the delay, but it certainly is unreasonable for Uhaul to make a clearly unsupportable and unnecessary statement through Mr [redacted] about the speed of the responseIn summary, I was seeking an apology for Uhaul’s customer service’s:? Failure to respond to my complaint in a timely manner,? Explanation and apology for the arbitrary and capricious charge for a service that was normally free according to Uhaul’s rental agents and customer service agents, and an? Explanation and apology for the arbitrary and capricious change in a verbal agreement by requiring the roadside assistance contractor demand payment by check, rather than following procedure and invoicing Uhaul and my [redacted] card being charged as I agreed to between myself and the customer service.None of these objective complaints were answered and none of them were subject to subjective interpretationI am fully aware that averbal contract is subject to interpretation, so I am not withdrawing mycomplaint I do not expect it to receiveany apology for the poor customer service I received, so I will not pursue thisissue any further and chock it up to a “let the buyer beware,” learningexperienceClearly I am owed a reasonable explanation and apology within a reasonableperiod of time, but apparently that is not part of the corporate culture in thecustomer service department of Uhaul Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me the matter was resolved and I received my full refund Regards, [redacted]
February 11, 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 of Anchorage, followed up on the information Mr [redacted] providedShe informed our office she spoke to Mr [redacted] and explained all options and documents were provided at the time of rentalMr [redacted] relayed he did not read the information provided that would have informed him what was covered under the Safemove Protection 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
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 On either July or July (forgive me as I cannot recall which date), I received a call from [redacted] at ###-###-#### to discuss the events.She reports I was being issued a credit of $I told her this was reported to Revdex.com and that I do not want to be responsible for any money surrounding these eventsShe asked me to hold on phoneShe came back to line and said she would call back “in a little while” No call received until 7/afternoonSEVERAL DAYS LATER.7/at 1:40p, I called [redacted] backI addressed her lack of return phone call 7/or 7/She reports there was a $credit issued – to be used for FUTURE reservation, not applied to any of my current reservationsI informed her I would not be using UHAUL in the future and that $credit is meaningless.She reports they reimbursed us for the truck rental and we would see that refund on credit card in 5-daysShe emailed me a copy of receipt.We reviewed current terms of storageAs per [redacted] , our storage units are free until 7/afterwhich the 3xunit will be charged $99.95/month and the double unit “4304-06” will be charged $219.95/monthThe storage box that they have (which was filled on 6/24) is already paid for through 7/and then $will be charged.She was made aware that since we have to hire movers to move our stuff, we don’t know when they are available and again, we do not want to pay any money for the additional storage timeNone of these processes were a result of our lack of preparedness in holding up our end of the business agreement.I told her I would be in touch prior to the 28th of July.This issue will not resolved until our belongings are out of UHAUL storageWe are anticipating a $expense to hire movers to empty the storage units and bring the belongings to our new home in the next few weeks.This $expense is a direct result of the lack of availability of the UBOXES on 6/when we were planning on storing and then transporting them ourselves to our new home.We do not have a truck nor manpower available to empty the storage units AND transport to the new home and then unload them Regards, [redacted] ***
November 3, 2015Revdex.com ID# [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] and [redacted] ***., which is listed on the sale agreement[redacted] ***, our President responsible for the Fort Walton Beach area, reviewed Mr [redacted] ’s recent comments He explained he attempted to reach Mr [redacted] again without success He is extending the offer to issue him a refund for the entire amount of the sale However, Mr [redacted] will need to get the truck and title to our Pace Blvdlocation in Pensacola, FL Once Mr [redacted] is in possession of the truck and title, he will submit the refund for the price of the sale We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely, [redacted] Executive AssistantU-Haul International
April 18, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Stacey M***, our Executive Assistant for our Oceanside Regional Office, followed up on the information Mr [redacted] provided She informed our office she spoke to Mr [redacted] and listened to his concerns In addition to a refund for $previously issued, MsM [redacted] offered to refund him $and advised him he could call her if he had other concerns The refunds should post on his next Visa 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 Tell us why here
Thank you for your concern for our customer Mr [redacted] [redacted] , our GM for our U-Haul Moving and Storage at [redacted] ***, followed up on the information Mr [redacted] providedHe informed our office he issued a refund to Mr [redacted] for the difference between what was paid as a one-way rate and what should have been paid as an in-town rentalThe refund for $was issued back to the [redacted] account listed on the rental contract 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
August 31, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] .Matthew M [redacted] , a Senior Customer Senior Agent, followed up on the information Mr [redacted] providedHe contacted Mr [redacted] and advised him of a refund for $as requested along with a $VIP Certificate for the inconvenience he experiencedThe refund should post on his next Visa credit card statementThe Certificate 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 vansWe rent towing equipment, storage units, steam cleaners and garden equipmentWe 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 AssistantU-Haul International
I spoke with the mechanic this morning, he acknowledged that the truck is still not running properly and he did not sign a written statement for U-HaulI would like for U-Haul to give me a copy of the written statement they say they have signed by the mechanic
September 10, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***[redacted] ***, our President for our [redacted] Regional Office, followed up on the information Mr [redacted] provided He assured our office he addressed the rental with our GM of our U-Haul location Mr [redacted] rented the truck The equipment is safe and worked according to our standards but also mentioned the driver door did not seal properly causing a loud noise while on the road A refund for $was issued to help offset the inconvenience Mr [redacted] experienced during his move 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 5, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** [redacted] , our Executive Assistant for our Northern Nevada Regional Office, followed up on the information Mr [redacted] providedShe relayed that noted on the rental contract for the Promissory Note, it does state if payment is not received in days, U-Haul will immediately initiate collection proceduresCollection was done on the 10th day 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 31, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] James D***, our GM for our U-Haul Moving and Storage of Pasadena, followed up on the information Mr [redacted] provided He explained Mr [redacted] was charged for a citation that was sent to U-Haul for payment When we determined the citation had already been paid, the amount was credited back MrD [redacted] left a message for Mr [redacted] if he wished to discuss the situation furtherOur 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
Thank you for your continued concern for our customer Ms [redacted] [redacted] ***, our President for our [redacted] Regional Office, reviewed the recent information Ms [redacted] relayed to your officeHe explained Ms [redacted] does not have a phone so the only communication they have been able to have is via emailThey have been trying to come up with a resolution, however, every time they ask her via email to call to discuss how we can reach an agreement, Mr [redacted] relayed that Ms [redacted] responds that there is nothing they can do and refused to talk to his officeHe assured our office they followed proper and legal steps when it came to a point they needed to auction Ms [redacted] ’s items she had in storageMr [redacted] also relayed they gave Ms [redacted] multiple opportunities to come up with a settlement before the auctionThey wanted to see if we could do a settlement form and have her move out or do a payment plan, which was unsuccessfulPayment for the units were not received for many monthsFinally, five days before the auction, Ms [redacted] said she would come in the day before the auction to make a payment and set up a payment plan, however, she did notAlthough unfortunate, Mr [redacted] stated they tried to do everything to help Ms [redacted] with the situation.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 AssistantU-Haul International
December 13, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] .John W***, our GM for our U-Haul Moving and Storage of Alcoa, reviewed Mr [redacted] ’s recent comments to your office He informed our office records indicate the refund for $was indeed issued back to Mr [redacted] ’s Master Card ending in on November 7th Please be advised a credit card company has days to post a credit to an account Mr [redacted] should contact his credit card company to verify the credit We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P [redacted] Executive AssistantU-Haul International
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There was really no resolution I cancelled the reservation because as I stated, when I spoke with the U-Haul company in Port Washington, he stated he would not have a truck for me and recommended I call U-Haul directly, which I did The representative I spoke with said she could not tell me where I would be picking up a truck or even IF they would have a truck for me Since I had also hired Moving Help through the U-Haul website and since said Moving Help was going to be driving the truck for me, and since I wasn't sure where I was getting a truck or even IF I was getting a truck, I went with a different company I had no choice, I couldn't be paying for Moving Help and not have a truck or paying the Moving Help for two hours just to drive someplace, God knows where, to pick up a truck Not to mention there was absolutely no offer of assistance or any type of effort at a solution by your customer service person Horribly rude and nasty Regards, [redacted]
May 16, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Ms [redacted] Roderick J***, our GM for our U-Haul Moving and Storage at Candlestick, followed up on the information Ms [redacted] providedHe informed our office he planned to contact Ms [redacted] and offer his apology for the inconvenience she experiencedHe mentioned he was unable to locate a call into our Roadside Assistance line documenting the issue but still issued a refund for $as an adjustment on her rentalA full refund is not warranted due to the fact she completed her moveThe refund should post on her next [redacted] 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 InternationalTell us why here
I have never once had the opportunity to speak with MrD***, as much as I would like to He emailed me once without ever talking to me first or hearing my side I have since emailed him twice with absolutely no response This entire situation has been blown into a web of lies by Busy Bee, who wrote a statement that was 99% and slandered my name, and now apparently MrD [redacted] also My husband even returned to Busy Bee last week on 9/and they promised to review the security camera for Sat 9/and call us back Of course they didn't call us back It would be quite obvious on the security tape that we returned the rental on 9/if someone would just look at it I don't know how a company can justify charging someone extra money without any concrete proof or even speaking to the customer even onceThis entire situation has been causing me extreme emotional distress I would like someone from corporate to speak to me directly or I will have to follow up with legal action
December 11, 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 Northeast Expressway, followed up on the information Mr [redacted] providedMrSmith informed our office that Mr [redacted] relayed to him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid 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
October 7, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers [redacted] and [redacted] ***[redacted] , our Executive Assistant for our Richmond Regional Office, reviewed the recent comments provided by Mr [redacted] She informed our office she spoke to Mr [redacted] and offered her apology for the inconvenience he experienced and advised him of a refund in the amount of $for being quoted a different priced She also explained he received a $credit for the boxes being delayed by our shipper Mr [redacted] relayed his appreciation for the resolution.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely, [redacted] Executive AssistantU-Haul International
September 13, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our GM for our U-Haul Moving and Storage of Westminster, followed up on the information Mr [redacted] provided He informed our office he spoke to Mr [redacted] regarding an auto-pay issue It appeared the auto-payment card was added to the account but not set up for auto-pay Mr [redacted] relayed he would be paying cash from now on to avoid any more missed payments or confusion Mr [redacted] agreed to waive any late fees with next payment to which Mr [redacted] agreed and said he would be in on Friday, July 10, to bring his room current through August 8, Mr [redacted] , however, never showed Several messages were left for Mr [redacted] regarding the growing balance on his storage account and an impending auction Mr [redacted] still wanted to honor their agreement to waive fees when payment was made Mr [redacted] called Mr [redacted] on August 4th, the morning of the auction and left a message regarding the auction of his room Mr [redacted] called him back and stated he would not auction his room, however, we needed payment as soon as possible Mr [redacted] said he would draw some funds together and take care of the account as soon as he could Currently we have again lost contact with Mr [redacted] and four separate message have been left requesting a call back to bring his account current as soon as possible Mr [redacted] is aware of Mr [redacted] cell phone number We are waiting for a cash payment from Mr [redacted] as agreed.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
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.Reply to Uhaul response to mycomplaint.My complaint centered around two aspects of the customer service I received when I noticed that my rental trailer signal lights were no longer workingWhat I wanted was an explanation about aspects concerning the handling of my request for customer service and an apology for how my request was handledAdditionally, as time passed, I wanted an apology for the unreasonable delay to the responseI received neither.Aspect The incident I have complained about occurred on August Although I tried through every available means to request a response to my complaint from customer service, I did notreceive a response until Mr [redacted] called me on August 19, ten days after my complaintThis is not an acceptable response time, particularly when thesituation provoking the customer service call has not been resolvedLeaving acustomer to stew is not an effective customer service strategyMr [redacted] waspolite, but firmly held to a prepared script and did not answer most of mycomplaintsHe expressed regret that I experienced an unfortunate situation,but it was neither an explanation nor an apology for the delay in response, forthe poor customer service, or for the arbitrary and capricious nature of thetwo customer service agent’s responses that I received on August In usingthe terms arbitrary and capricious, I am not referring to the legal definitionof those terms, but rather to the dictionary definition for general Englishusage as follows:Arbitrary and capricious means doing something according to one’s will or caprice and therefore conveying a notion of a tendency to abuse the possession of powerAnaction is arbitrary if it is not supported by logic or the necessary facts; anaction is capricious if it is adopted without thought or reason or isirrational.Aspect 2-part Although I firmly believe that the customer service agent I originally talked to said I would be charged if it was my vehicle that was repaired, it is possible that the verbal agreement reached was misunderstood by both partiesHowever, the gist of my complaint is not subject to semantics orinterpretationWhen I rented the trailer, I asked the person preparing the contract what I was to do if my signals stopped working and he told me that I just had to call for roadside assistance and that the service was freeThe first agent clearly stated that although the service was normally free, because I had already disconnected the pin wiring connector before calling customer service, I would be charged for roadside assistanceI explained that the signals were not working before I disconnected the connector and that regardless of the fact that the problem pre-existed my disconnecting a 4-pin connector,unplugging the trailer connection could not possibly cause the issue I was experiencingIn addition, nowhere in the service contract did it say that I was not allowed to disconnect the wiring and there were even instructions for customers who need to disconnect a trailer on the trailer’s tongue In addition the roadside assistance technician and the technician that I hired to fix the connection both told me that I was correct when I told the customer service agent that disconnecting the connector was not the cause of the situation and could not have possibly caused it,especially since the signals were already inoperativeThe customer service agent did ask me when the signals were not working and said it could have happened anytime from when I rented the trailer to when I arrived at my destinationSo, two agents (one at the rental center and one at customer service) told me that the service was normally free, but because when I discovered the situation I disconnected the trailer, I was to be charged for the roadside assistance call.Mr [redacted] never explained why a normally free service response became chargeable tome when I wasn’t responsible for the situationHe also incorrectly stated that I had made no attempt to determine if the cause was in my truck’s wiring by connecting it to another trailer or having it checked before calling for roadside assistanceI explained to Mr***, as I had explained to the first agent that after disconnecting the trailer, I connected my truck’s wiring to my recreational trailer and the trailer lights worked perfectly In addition, although there was no one available on a Sunday who could work on the wiring, I did go to a shop and have them use a trailer wiring testerThe wiring checked out as operativeIn fact,it checked out with the tester the Uhaul roadside assistance technician used.So, I did attempt to check my truck’s wiringI have checked my rental agreement contract and it does not state anything about a charge for roadside assistanceIt also does not include any disclaimers about disconnecting the pin connectorThis is what I mean by the agent’s actions being arbitrary and capriciousHer statements were not supported by logic or facts and wereirrationalThey also were not supported by any of the language in my rental agreement.Aspect 2-part When I spoke to the first customer service agent, she had me over a barrelI was stranded and could not legally or safely drive the trailer without lightsShe clearly told me that Uhaul would bill me for the service and I agreed verbally to allow my credit card to be billed by Uhaul with the stipulation that if my truck was at fault, I would not contest the charge on my credit card because I just wanted to be able to drive the Uhaul trailer back to the rental center and return it.Returning to that first definition of “a tendency to abuse the possession of power,” when the roadside assistance technician told me that he could not and was not allowed to fix the situation, he also stated that customer service had specifically indicated to him that instead of following the practice of billing Uhaul, he was instructed to request a check from me directlyHe found this oddWhen I called to verify this, a second customer service agent (it may have been the first one for all I know) told me that these were the instructions given to the technician by customer serviceWhen I complained that this was a change in the verbal agreement, she told me that I had no choice but to comply.Since the contractor had done nothing wrong and Uhaul was refusing to pay him for the call, I complied because it was the right thing to doThe actions of the customer service agents clearly were arbitrary and capricious, since they changed the agreement after the fact, when I was not in a position to challenge it.Finally, in regard to Mr***’s statement that “our customer is responsible for returning the operational trailer that was rented to him,” I never argued that point, but when it became obvious that I may not be able to return the trailer until I could have the situation corrected by assistance from a technician not in Uhaul’s employ, I did request that I not be charged for any additional days required to make repairs necessary to legally tow the trailerBoth customer service and the service center I rented the trailer from confirmed that I would not be charged for additional days after I made this request and that was never v part of my complaintIn fact, Mr [redacted] made it clear that even if I was stranded in a dangerous area and unable legally or safely drive the trailer, I was not allowed to abandon it by the roadside to go for assistance (think about the ethical aspects of that statement)Going back to the first definition of arbitrary and capricious, I do consider that “a tendency to abuse the possession of power.” Also, Mr [redacted] stated that, “our dispatched service provider arrived within the estimated time given.” The estimated time was minutesIt actually took minutesI did not complain because the contractor came out on his day off because it would have taken his employees working that day even longer to arriveIt would have been unreasonable of me to complain about the delay, but it certainly is unreasonable for Uhaul to make a clearly unsupportable and unnecessary statement through Mr [redacted] about the speed of the responseIn summary, I was seeking an apology for Uhaul’s customer service’s:? Failure to respond to my complaint in a timely manner,? Explanation and apology for the arbitrary and capricious charge for a service that was normally free according to Uhaul’s rental agents and customer service agents, and an? Explanation and apology for the arbitrary and capricious change in a verbal agreement by requiring the roadside assistance contractor demand payment by check, rather than following procedure and invoicing Uhaul and my [redacted] card being charged as I agreed to between myself and the customer service.None of these objective complaints were answered and none of them were subject to subjective interpretationI am fully aware that averbal contract is subject to interpretation, so I am not withdrawing mycomplaint I do not expect it to receiveany apology for the poor customer service I received, so I will not pursue thisissue any further and chock it up to a “let the buyer beware,” learningexperienceClearly I am owed a reasonable explanation and apology within a reasonableperiod of time, but apparently that is not part of the corporate culture in thecustomer service department of Uhaul Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me the matter was resolved and I received my full refund Regards, [redacted]
February 11, 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 of Anchorage, followed up on the information Mr [redacted] providedShe informed our office she spoke to Mr [redacted] and explained all options and documents were provided at the time of rentalMr [redacted] relayed he did not read the information provided that would have informed him what was covered under the Safemove Protection 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
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 On either July or July (forgive me as I cannot recall which date), I received a call from [redacted] at ###-###-#### to discuss the events.She reports I was being issued a credit of $I told her this was reported to Revdex.com and that I do not want to be responsible for any money surrounding these eventsShe asked me to hold on phoneShe came back to line and said she would call back “in a little while” No call received until 7/afternoonSEVERAL DAYS LATER.7/at 1:40p, I called [redacted] backI addressed her lack of return phone call 7/or 7/She reports there was a $credit issued – to be used for FUTURE reservation, not applied to any of my current reservationsI informed her I would not be using UHAUL in the future and that $credit is meaningless.She reports they reimbursed us for the truck rental and we would see that refund on credit card in 5-daysShe emailed me a copy of receipt.We reviewed current terms of storageAs per [redacted] , our storage units are free until 7/afterwhich the 3xunit will be charged $99.95/month and the double unit “4304-06” will be charged $219.95/monthThe storage box that they have (which was filled on 6/24) is already paid for through 7/and then $will be charged.She was made aware that since we have to hire movers to move our stuff, we don’t know when they are available and again, we do not want to pay any money for the additional storage timeNone of these processes were a result of our lack of preparedness in holding up our end of the business agreement.I told her I would be in touch prior to the 28th of July.This issue will not resolved until our belongings are out of UHAUL storageWe are anticipating a $expense to hire movers to empty the storage units and bring the belongings to our new home in the next few weeks.This $expense is a direct result of the lack of availability of the UBOXES on 6/when we were planning on storing and then transporting them ourselves to our new home.We do not have a truck nor manpower available to empty the storage units AND transport to the new home and then unload them Regards, [redacted] ***
November 3, 2015Revdex.com ID# [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] and [redacted] ***., which is listed on the sale agreement[redacted] ***, our President responsible for the Fort Walton Beach area, reviewed Mr [redacted] ’s recent comments He explained he attempted to reach Mr [redacted] again without success He is extending the offer to issue him a refund for the entire amount of the sale However, Mr [redacted] will need to get the truck and title to our Pace Blvdlocation in Pensacola, FL Once Mr [redacted] is in possession of the truck and title, he will submit the refund for the price of the sale We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely, [redacted] Executive AssistantU-Haul International
April 18, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Stacey M***, our Executive Assistant for our Oceanside Regional Office, followed up on the information Mr [redacted] provided She informed our office she spoke to Mr [redacted] and listened to his concerns In addition to a refund for $previously issued, MsM [redacted] offered to refund him $and advised him he could call her if he had other concerns The refunds should post on his next Visa 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 Tell us why here
Thank you for your concern for our customer Mr [redacted] [redacted] , our GM for our U-Haul Moving and Storage at [redacted] ***, followed up on the information Mr [redacted] providedHe informed our office he issued a refund to Mr [redacted] for the difference between what was paid as a one-way rate and what should have been paid as an in-town rentalThe refund for $was issued back to the [redacted] account listed on the rental contract 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
August 31, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] .Matthew M [redacted] , a Senior Customer Senior Agent, followed up on the information Mr [redacted] providedHe contacted Mr [redacted] and advised him of a refund for $as requested along with a $VIP Certificate for the inconvenience he experiencedThe refund should post on his next Visa credit card statementThe Certificate 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 vansWe rent towing equipment, storage units, steam cleaners and garden equipmentWe 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 AssistantU-Haul International