February 15, Revdex.com ID#: *** U-Haul Ref#: 1035886 Thank you for your concern for our customer Ms***Amie A***, our Storage Manager for our Central Alabama Regional Office, followed up on the information Ms*** provided. She informed our office she attempted to
speak to Ms*** but received no answer or voicemail to leave a message. She mentioned Ms*** was offered free boxes to repack items as well as for us to set bombs in her unit before she stored her fresh boxes, however, she declined. Ms*** only purchased coverage on one of her units and chose to be self-insured on the other. Please be advised Safestor Protection does not cover pests or vermin. Notes in Ms***’s storage account mention there were boxes the customer brought into the storage unit labeled food and spices/food. The food box contained open bags and other items held closed with clothes pins. Opened bag of dog food was also held with clothes pinOur 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*** Executive Assistant U-Haul International
October 27, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Justin K***, our President for our Northern Wisconsin and UP Regional Office, reviewed Mr***’s recent comments. He informed our office he spoke to Mr*** and addressed his concerns. He concluded Mr*** was due a refund for $200, which he issued back to his Master Card account. The refund should post on his next credit card statement We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response Sincerely, Maria P*** Executive Assistant U-Haul International
I followed the procedures per the website's required informationThe store manager called and started talking down to me, I hung upThe other guy called minutes later and started giving me crap about their procedures, I knew he was going to attempt to justify the store's action, which is crap. My use of language to these lying bs is no excuse for them to hang up on meI have done everything necessary to complete the transaction and they are playing with words and actions, half truths count as out right liesI explained this again in an email from the flex guy, and told him once again what happened, told him to stick itThey do not care what the lying store manager tells them, they use it as truth, and he is sm without any truthThey just keep trying to justify their response, and there are no justifications for that
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
August 6, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customers *** *** and *** ***, whose name is on the U-Haul rental.*** ***, our Executive Assistant for our *** *** Regional Office, followed up on the information Ms*** provided
She informed our office she had the Promissory Note canceled and issued a refund for $that should not have been processed The refund was issued back to the Visa account listed on the contract and should post on their 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,*** ***Executive AssistantU-Haul International
June 25,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Mr***
*** ***, our Traffic Manager for our Atlantic Canada Regional Office, followed up on the information Mr*** provided and sent him the following email in response:
Good Day
Mr***, I apologize that we were unable to provide the exact size of truck with the exact requested timeHowever we cannot guarantee reservations until we do the scheduling call closer to the pick up date, as it's impossible to know exactly where our trucks will be until a few days beforehandIt's the nature of our trucks (as they go oneway) that they're constantly on the move and changing cities all the timeIt is the case that we are doing our utmost to accomodate all reservationsI see that we were able to offer you a 17' truck on the 26th at 9am until 27th at 9amIf this is unsatisfactory, then we can certainly keep you on the waiting list, and if something becomes available we can let you know, but as it stands right now, that offer would be the closest we could accomodate for your requested equipment and timeIf you'd like finer details for our reservation guarantee, go to http://www.uhaul.com/Search/All/is-my-reservation-guarantee for the policies and conditionsI am willing to help you in any way I possibly can, and if you have any further questions or concerns, feel free to contact us back here, or in traffic at ###-###-####
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,
*** ***
Executive Assistant
U-Haul International
It occurs to me that there is no customer service training and I would like to know how this will be remedied going forward. While I will never return to U-HAUL there are other, unsuspecting potential customers that will suffer the same treatment that I received just because U-HAUL is a household name. I'd like to know what they plan to do about their lack of customer service
February 8, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Virginia V***, our Executive Assistant for our Van Nuys Regional Office, followed up on the information Ms*** provided. She informed our office
RepWest Insurance Company has reached a settlement and will be back in contact with Ms*** regarding a refund 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*** Executive Assistant U-Haul International
July 22, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer, Mr***Alicia S***, our Executive Assistant for our West Houston Regional office, followed up on the information Mr*** provided. She informed our office she spoke to Mr*** and he
accepted her offer to make a refund for $Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely, Maria Pa*** Executive Assistant U-Haul International
February 12, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Falisha L*** our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Ms*** provided and sent her the following
email in response: Good Evening *** Per our conversation earlier below is my contact informationI will continue to look into the calls to figure out who was rude and hung up on youThank you for your patience and understanding on this matterIf you need anything further please let me knowEmail: falisha_lo***@uhaul.com Office # 72*** Fax # 3*** Thank you, Falisha L*** UHC of ECentral CO 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*** Executive Assistant U-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I feel as if the company is not trying to take responsibility for their actions, I have already contacted my lawyer I know I have a case, we were never emailed a copy of the rental contract, it was a reciept saying I had paid for it, but that was allI will allow U-Haul another chance to make things right for all of the stress that this has caused for me and my wife.
Regards,
*** ***
March 25, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Christopher Z***, our Area Field Manager for our Missouri Regional Office, followed up on the information Ms*** provided. He informed our office he
contacted Ms*** and offered his apology for the inconvenience she experienced with our U-Haul Dealer. He explained our policy and where it was documented on the rental contract. As we value Ms*** as a customer, MrZ*** sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Along with our basic truck and trailer rentals, we rent pitrucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
April 3, 2018 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Mr***. Manuel G***, our Customer Service Manager, followed up on the information Mr*** provided and sent him the following email in response:Hello ***, thank you for
contacting us regarding your recent rental experienceI want to apologize for the additional charges applied at return that were not communicated more effectivelyI see that the additional amount billed was for mileage charges that originally totaled $Unfortunately, the equipment was rented and used for its intended purpose of fulfilling your moving needsHowever, I understand your frustration trying to get a simple matter resolvedI have issued a refund of the amount charged at return ($57.69) accounting the mileage charges and the late fee appliedAgain, I apologize that this was not addressed sooner, but I do hope that you'll give us another opportunity in the future for your moving needsThank you, Manuel G*** - Customer Service Manager 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***Executive AssistantU-Haul International
nothing was left behind in vehicle to need cleaned outAlso I was allotted miles for the tripThe distance traveled from va to md was approximately milesSo I don't understand how I used all miles and an additional 100+ milesI want all extra charges removed
January 29, 2016Revdex.com ID#: ***U-Haul Ref: 1***Thank you for your concern for our customer Mr***Casey J*** our President for our *** *egional Office, followed up on the information Mr*** provided He informed our office Mr*** disputed the charges with his bank,
therefore, a payment plan has been set up to accommodate him.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***Executive AssistantU-Haul International
The representative assured me I would receive a letter in writing describing that I would not be liable for thisTo date this has not occurredAdditionally, this has happened twiceA phone company reissuing a number is not a valid excuseYou know it happens, fix your system to prevent the issueSaying its someone else's fault and letting the issue continue is an irresponsible business practice
July 28, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Allen L***, our President for our Maryland Regional Office, followed up on the information Ms*** provided. He assured our office the Promissory Note has
since been canceled and her name and personal information has not been compromised. He asked I relay his personal apology for the mix up and assure Ms*** she was not charged any extra fees. 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*** Executive Assistant U-Haul International
May 12, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer, Ms***. Larry B***, our President for our South Puget Sound Regional office, followed up on the information Ms*** providedHe informed our office he issued a refund to Ms***
for $578, which is half of the truck rental as an adjustment for the way she was treated and misinformed on the loading of the truck when it broke downThe refund also included $for wasted fuel when the line was damaged. 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***Executive AssistantU-Haul International
August 11, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer Ms***.*** ***, our Area Field Manager for our Raleigh Regional Office, followed up on the information Ms*** provided She informed our office he spoke to Ms*** and advised
her of a refund for $as an adjustment on their rental 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,*** ***Executive AssistantU-Haul International
July 7,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our customers Mrand Mrs***
*** ***, our President for our Central Chicago Regional Office, reviewed the recent comments from Mrs***He informed our office he attempted to speak to Mror Mrs*** but reached their voice mailHe left a message requesting a call backHe also sent Mr*** an email requesting the amount they are now seekingA full refund in the amount of $2,for the truck they had issues with was done on July 11th although they were still able to continue and complete their moveMr*** explained that Mrand Mrs*** agreed the refund was a fair resolution and accepted the offerThey then filed a claim with *** *** Company for damages they said occurred during the transload, which was deniedThey continue to request reimbursement for damages and also are claiming reimbursement for food and lodgingOriginally they requested food and lodging plus a portion of their rental, however, Mr*** explained a full refund of the rental would more than cover their expenses and they agreed with the resolutionMr*** hopes to hear back from them soon
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,
*** ***
Executive Assistant
U-Haul International
February 15, Revdex.com ID#: *** U-Haul Ref#: 1035886 Thank you for your concern for our customer Ms***Amie A***, our Storage Manager for our Central Alabama Regional Office, followed up on the information Ms*** provided. She informed our office she attempted to
speak to Ms*** but received no answer or voicemail to leave a message. She mentioned Ms*** was offered free boxes to repack items as well as for us to set bombs in her unit before she stored her fresh boxes, however, she declined. Ms*** only purchased coverage on one of her units and chose to be self-insured on the other. Please be advised Safestor Protection does not cover pests or vermin. Notes in Ms***’s storage account mention there were boxes the customer brought into the storage unit labeled food and spices/food. The food box contained open bags and other items held closed with clothes pins. Opened bag of dog food was also held with clothes pinOur 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*** Executive Assistant U-Haul International
October 27, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Justin K***, our President for our Northern Wisconsin and UP Regional Office, reviewed Mr***’s recent comments. He informed our office he spoke to Mr*** and addressed his concerns. He concluded Mr*** was due a refund for $200, which he issued back to his Master Card account. The refund should post on his next credit card statement We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response Sincerely, Maria P*** Executive Assistant U-Haul International
I followed the procedures per the website's required informationThe store manager called and started talking down to me, I hung upThe other guy called minutes later and started giving me crap about their procedures, I knew he was going to attempt to justify the store's action, which is crap. My use of language to these lying b
s is no excuse for them to hang up on meI have done everything necessary to complete the transaction and they are playing with words and actions, half truths count as out right liesI explained this again in an email from the flex guy, and told him once again what happened, told him to stick itThey do not care what the lying store manager tells them, they use it as truth, and he is s
m without any truthThey just keep trying to justify their response, and there are no justifications for that
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
August 6, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customers *** *** and *** ***, whose name is on the U-Haul rental.*** ***, our Executive Assistant for our *** *** Regional Office, followed up on the information Ms*** provided
She informed our office she had the Promissory Note canceled and issued a refund for $that should not have been processed The refund was issued back to the Visa account listed on the contract and should post on their 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,*** ***Executive AssistantU-Haul International
June 25,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Mr***
*** ***, our Traffic Manager for our Atlantic Canada Regional Office, followed up on the information Mr*** provided and sent him the following email in response:
Good Day
Mr***, I apologize that we were unable to provide the exact size of truck with the exact requested timeHowever we cannot guarantee reservations until we do the scheduling call closer to the pick up date, as it's impossible to know exactly where our trucks will be until a few days beforehandIt's the nature of our trucks (as they go oneway) that they're constantly on the move and changing cities all the timeIt is the case that we are doing our utmost to accomodate all reservationsI see that we were able to offer you a 17' truck on the 26th at 9am until 27th at 9amIf this is unsatisfactory, then we can certainly keep you on the waiting list, and if something becomes available we can let you know, but as it stands right now, that offer would be the closest we could accomodate for your requested equipment and timeIf you'd like finer details for our reservation guarantee, go to http://www.uhaul.com/Search/All/is-my-reservation-guarantee for the policies and conditionsI am willing to help you in any way I possibly can, and if you have any further questions or concerns, feel free to contact us back here, or in traffic at ###-###-####
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,
*** ***
Executive Assistant
U-Haul International
It occurs to me that there is no customer service training and I would like to know how this will be remedied going forward. While I will never return to U-HAUL there are other, unsuspecting potential customers that will suffer the same treatment that I received just because U-HAUL is a household name. I'd like to know what they plan to do about their lack of customer service
February 8, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Virginia V***, our Executive Assistant for our Van Nuys Regional Office, followed up on the information Ms*** provided. She informed our office
RepWest Insurance Company has reached a settlement and will be back in contact with Ms*** regarding a refund 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*** Executive Assistant U-Haul International
July 22, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer, Mr***Alicia S***, our Executive Assistant for our West Houston Regional office, followed up on the information Mr*** provided. She informed our office she spoke to Mr*** and he
accepted her offer to make a refund for $Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely, Maria Pa*** Executive Assistant U-Haul International
February 12, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Falisha L*** our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Ms*** provided and sent her the following
email in response: Good Evening *** Per our conversation earlier below is my contact informationI will continue to look into the calls to figure out who was rude and hung up on youThank you for your patience and understanding on this matterIf you need anything further please let me knowEmail: falisha_lo***@uhaul.com Office # 72*** Fax # 3*** Thank you, Falisha L*** UHC of ECentral CO 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*** Executive Assistant U-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I feel as if the company is not trying to take responsibility for their actions, I have already contacted my lawyer I know I have a case, we were never emailed a copy of the rental contract, it was a reciept saying I had paid for it, but that was allI will allow U-Haul another chance to make things right for all of the stress that this has caused for me and my wife.
Regards,
*** ***
March 25, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Christopher Z***, our Area Field Manager for our Missouri Regional Office, followed up on the information Ms*** provided. He informed our office he
contacted Ms*** and offered his apology for the inconvenience she experienced with our U-Haul Dealer. He explained our policy and where it was documented on the rental contract. As we value Ms*** as a customer, MrZ*** sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Along with our basic truck and trailer rentals, we rent pitrucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
April 3, 2018 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Mr***. Manuel G***, our Customer Service Manager, followed up on the information Mr*** provided and sent him the following email in response:Hello ***, thank you for
contacting us regarding your recent rental experienceI want to apologize for the additional charges applied at return that were not communicated more effectivelyI see that the additional amount billed was for mileage charges that originally totaled $Unfortunately, the equipment was rented and used for its intended purpose of fulfilling your moving needsHowever, I understand your frustration trying to get a simple matter resolvedI have issued a refund of the amount charged at return ($57.69) accounting the mileage charges and the late fee appliedAgain, I apologize that this was not addressed sooner, but I do hope that you'll give us another opportunity in the future for your moving needsThank you, Manuel G*** - Customer Service Manager 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***Executive AssistantU-Haul International
nothing was left behind in vehicle to need cleaned outAlso I was allotted miles for the tripThe distance traveled from va to md was approximately milesSo I don't understand how I used all miles and an additional 100+ milesI want all extra charges removed
January 29, 2016Revdex.com ID#: ***U-Haul Ref: 1***Thank you for your concern for our customer Mr***Casey J*** our President for our *** *egional Office, followed up on the information Mr*** provided He informed our office Mr*** disputed the charges with his bank,
therefore, a payment plan has been set up to accommodate him.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***Executive AssistantU-Haul International
The representative assured me I would receive a letter in writing describing that I would not be liable for thisTo date this has not occurredAdditionally, this has happened twiceA phone company reissuing a number is not a valid excuseYou know it happens, fix your system to prevent the issueSaying its someone else's fault and letting the issue continue is an irresponsible business practice
July 28, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Allen L***, our President for our Maryland Regional Office, followed up on the information Ms*** provided. He assured our office the Promissory Note has
since been canceled and her name and personal information has not been compromised. He asked I relay his personal apology for the mix up and assure Ms*** she was not charged any extra fees. 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*** Executive Assistant U-Haul International
May 12, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer, Ms***. Larry B***, our President for our South Puget Sound Regional office, followed up on the information Ms*** providedHe informed our office he issued a refund to Ms***
for $578, which is half of the truck rental as an adjustment for the way she was treated and misinformed on the loading of the truck when it broke downThe refund also included $for wasted fuel when the line was damaged. 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***Executive AssistantU-Haul International
August 11, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer Ms***.*** ***, our Area Field Manager for our Raleigh Regional Office, followed up on the information Ms*** provided She informed our office he spoke to Ms*** and advised
her of a refund for $as an adjustment on their rental 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,*** ***Executive AssistantU-Haul International
July 7,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our customers Mrand Mrs***
*** ***, our President for our Central Chicago Regional Office, reviewed the recent comments from Mrs***He informed our office he attempted to speak to Mror Mrs*** but reached their voice mailHe left a message requesting a call backHe also sent Mr*** an email requesting the amount they are now seekingA full refund in the amount of $2,for the truck they had issues with was done on July 11th although they were still able to continue and complete their moveMr*** explained that Mrand Mrs*** agreed the refund was a fair resolution and accepted the offerThey then filed a claim with *** *** Company for damages they said occurred during the transload, which was deniedThey continue to request reimbursement for damages and also are claiming reimbursement for food and lodgingOriginally they requested food and lodging plus a portion of their rental, however, Mr*** explained a full refund of the rental would more than cover their expenses and they agreed with the resolutionMr*** hopes to hear back from them soon
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,
*** ***
Executive Assistant
U-Haul International