July 6, Revdex.com concern #*** *** *** U-Haul Reference id # *** Thank you for your concern for our customer Ms*** Area Field Manager, Stephon C*** has issued the $back to the customer card for the reservation guaranteeWe apologize for any
misunderstandingsMs*** was scheduled at an alternate location before her 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, Penny S*** Executive Assistant U-Haul International
I was told a credit in the beginning When my daughter picked up the truck, the "small" credit was not reflected After numerous calls, the credit was provided This small credit failed to address the gross misrepresentation and inconvenience If I would have been able to cancel the truck, I would have because the inconvenience was too great The small credit was insufficient Uhaul made our trip a nightmare for the movers and all involved I asked the rep for a copy of our recorded calls and he responded that he didn't know how to do it, even though the hold message said just ask the rep to receive a copy Again, another misrepresentation The credit was wholly insufficient
September 11, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer *** ***.*** *** our President for our *** *** *** *** ***, followed up on the information *** *** provided He informed our office he left a message for *** *** providing
his cell phone number and requesting a return call to personally discuss his concerns I was also advised that our GM of our U-Haul Center involved mentioned in previous conversations with *** ***, *** *** said he would call us back with a time and date to meet with *** *** and our GM but had not Our GM has made attempts to reach *** *** but the calls go to his voicemail *** *** hopes to hear back soon.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
I will wait for a response to all of the complaint filed, not just the finical portionThe fact that there was no response to U-Haul representatives that are stating an untruth about "I would be free and clear of any financial responsibility", was a lie. If the public can't rely on your company representative to tell the truth, the world needs to knowSend a representative undercover to your stores and you will find out the truth of what is going on
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
UHAUL's mistakes took me two and a half hours to work outI will only accept a full refund for the time I wasted working out their problems, on my bank account, and hitch hook up..A pitance for them, and my time is surely worth $an hour to sort out the problems they made
Regards,
*** ***
August 25, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Mr*** Kareem D***, our Area Field Manager for our East Central Colorado Regional Office, followed up on the information Mr*** provided. He informed our
office he collected the VIP Certificate and issued Mr*** a refund for $back to his Master Card account. The refund should post on his next credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
October 18, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Ms***. Alissa N***, our President for our Akron Regional Office, followed up on the information Ms*** providedShe informed our office she spoke to Ms*** and assured her
the information she provided was addressed with all involved and corrective action taken as needed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-HaulMsN*** offered her apology for the employee’s actions and for any unfair treatment Ms*** experiencedWe hope Ms*** will allow U-Haul to serve her again in the future as we know we can do better. 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
November 4, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your continued concern for our customer Ms***.*** ***, our Executive Assistant for our Western Michigan Regional Office, advised our office our President for our Regional Office viewed the video as well and did not see where our GM was disrespectful He reiterated that he did offer his apology to Ms***, but is seems we have come to a point where we agree to disagree about the situation As I relayed in my previous letter, Ms*** was not charged for the damage to our equipment that came to a total of $2,in repairs In addition, our GM refunded her for the fuel Mr*** stated he feels a fair resolution has been made and the issue will not be addressed any further.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,*** ***Executive AssistantU-Haul International
September 11, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Ms***.I’m sorry we were unable to locate an invoice with the information Ms*** provided in her letter to your officeKatelinn K***, a Senior Customer Service Agent, sent Ms
*** an email requesting additional information in order to research her concernsWe need to know the name of the invoice, the date of the transaction and the address of the U-Haul location involvedAlso, the customer email that was provided, telephone number and an address that was given at the time can help us try and locate an invoiceWe will be happy to continue researching as soon as the information is provided. 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 InternationalTell us why here
February 16, Revdex.com ID#: ***, *** *** U-Haul Ref#: *** Thank you for your concern for customer Mr*** Our Eastern New York Regional Office followed up on the information Ms*** provided. I was informed a refund for $was issued back to
their Visa account on February 13th along with an additional refund for $issued today. Both refunds 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, Maria P*** Executive Assistant U-Haul International
October 11, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Ms***. Katie S***, our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms*** providedShe informed our office Ms*** wanted the
September invoice to list her new address, however, the address in the system at the time of payment was the South Carolina address and that is the address on the receiptMsS*** mentioned we are not able to change the address on the receiptsMs*** is set up for autopayHe unit was paid on October 7th, which generated a new receipt with the new addressA copy of the receipt was emailed to Ms***. 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
December 21, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your c**tinued c**cern for our customers *** and *** ***, whose name is ** the rental c**tract Sheila H**, our Executive Assistant for our North Indiana and South Cook County Regi**al Office, reviewed Ms***’s recent comments. She informed our office she c**tacted Ms*** and attempted to discuss her c**cerns and reach a resoluti**. Ms*** relayed RepWest Insurance Company denied her claim because no other customers prior to her rental or after her rental with the same trailer reported damage issues. Please be advised we advertise our trailers as water resistant but no water proof. MsH** also suggested that maybe the back door was not properly shut. Ms*** stated the inside of the trailer was not wet so she was not sure how the boxes got wet and also not sure why **ly those boxes with her collectible figures got ruined. During the ph**e c**versati**, MsH** found they had a bad ph**e c**necti** and asked if there was an alternate number she could try for a better c**necti**. Ms*** indicated she was not interested in speaking to MsH** and disc**nected the call Although we apologize for the inc**venience Ms*** experienced, our decisi** in the matter remains the same We c**tinue 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 attenti** and allowing us to offer another resp**se Sincerely, Maria P*** Executive Assistant U-Haul Internati**al
April 1,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our customer Ms***
*** ***, our Executive Assistant for our Cleveland Regional Office, followed up on the information Ms*** provided and sent her the following email in response:
Dear *** *** I am responding to your Revdex.com ConcernA review of your traction was done, along with interviewing all employee involved in your tranactionThe tranaction was completed as per U-Haul policyThe contract *** made on 3/17/show a debit charge of $ requiring the customer to enter a pinThe amount is shown on the screen prior to obtaining approvalThe In-Town Rental (Out) contract shows a debit transactionThe contract is signed by * ***The In-Town Return (In) contract shows a credit to your Debit Card ending in *** for the amount of $As our contract states "U-Haul immediately issues and processes debit and credit card refundsFederal requlations allow banks up to five days to process refund requestsCredit processing delays are caused by a customer's issuing bank that takes advantage of this regulation." In conclusion no additional compensation will be givenThank you for bringing this to our attention, and for giving us an opportunity to resolve the situationPlease accept our sincere apologies, and we look forward to serving you in the future
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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me It should also be noted that I was promised to receive an additional refund of $563.40, since it was brought to my attention that I was charged twice for servicesI will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
August 17, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer MsB*** Amanda Ki***, our President for our Metro DC Regional Office, followed up on the information MsB*** provided. She informed our office she was going to keep
the storage rate for MsB*** storage unit the same 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
November 9, 2015Revdex.com ID#: 10866563U-Haul Ref#: 986829Thank you for your concern for our customers Jesusa Flores and Lorena Castillo, whose name is on the actual rental agreement.Heather Penix, Senior Staff for our Ohio Regional Office, followed up on the information MsFlores provided She
informed our office she spoke to MsFlores and explained the charges on their contract She relayed she confirmed the refund for $back to their Master Card MsFlores stated she would review her card again and call MsPenix back if she still does not see the 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 PalmisanoExecutive AssistantU-Haul International
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I 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,
*** ***
June 15, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms***. Please be advised we show the name on the rental contract as *** Sullivan Brad L***, our President for our Utah Regional Office, followed up on the information
Ms*** provided. He informed our office he had attempted to speak to Ms*** on more than one occasion but always reached her voice mail. He left messages with his call back number requesting a return call. He also explained he issued her a refund for the rental back to her Visa account. 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*** 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 sent the following email to ***: Attached is a copy of my credit card statement. Sorry it was New Brunswick, and not Nova Scotia. I was told to call that number at the time I made the first complaint to Uhual, and I never received a call back. I never authorized New Brunswick Uhual to charge my credit card and want to know how they got my credit card information and why I was charged. This charge is incorrect and I have requested for a refund, but was ignored. I was only dealing with the Uhual in Kingston with these Ubox rentals (the Cataraqui Uhual on the credit card statement). Secondly, I called the number that was provided below and they are having to call help desk to find the reason for that charge. They also have to look into why my uboxes were sent to a different location then where I booked it.I also just want to note and will tell *** as well as I am sure we will have to discuss these charges further, that if I had known they were going to ship my Uboxes to Duncan, BC vs Courtenay, BC, uboxes would NOT have been the method chosen to move my stuff from one side of the country to the other. This process was beyond far more painful then what Uhual said it would be and I would have chosen to pay someone to pack my stuff in Ontario and drive it out here and offload at my house. For the future, Uhual should really tell their customers who are booking Uboxes that the WEBSITE IS INCORRECT and Uhual DOES NOT deliver to your door. Uhual's website ADVERTISING and should be changed
Regards,
*** ***
February 21, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Russ B***, our President for our Western Arizona Regional Office, reviewed Mr***’s recent comments and sent him another email in response: Mr***, Thank you for contacting us againI have attached a copy of your rental contract to this emailPlease review it at your earliest convenienceAs stated, the amount that is shown on the rental contract is an estimate, not the actual chargesTo the left of the “net paid today” portion of the contract reads: “if the actual rental charges exceed the held amount, or if your rental is extended, U-Haul may charge the original amount and authorize a second amount for the estimated balance.” An estimate of miles was entered on the contract, however that does not mean that you will be charged for milesU-Haul’s mileage rates on February 3, was $per mileI can process your payment for the remaining $if you’d like and waive the promissory note fee of $Please feel free to contact me with questions or to make paymentMy contact information is belowThank youRuss B*** Marketing Company President-West Phoenix Office: ###-###-#### Cell: ###-###-#### Email: ***@uhaul.com 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
July 6, Revdex.com concern #*** *** *** U-Haul Reference id # *** Thank you for your concern for our customer Ms*** Area Field Manager, Stephon C*** has issued the $back to the customer card for the reservation guaranteeWe apologize for any
misunderstandingsMs*** was scheduled at an alternate location before her 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, Penny S*** Executive Assistant U-Haul International
I was told a credit in the beginning When my daughter picked up the truck, the "small" credit was not reflected After numerous calls, the credit was provided This small credit failed to address the gross misrepresentation and inconvenience If I would have been able to cancel the truck, I would have because the inconvenience was too great The small credit was insufficient Uhaul made our trip a nightmare for the movers and all involved I asked the rep for a copy of our recorded calls and he responded that he didn't know how to do it, even though the hold message said just ask the rep to receive a copy Again, another misrepresentation The credit was wholly insufficient
September 11, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer *** ***.*** *** our President for our *** *** *** *** ***, followed up on the information *** *** provided He informed our office he left a message for *** *** providing
his cell phone number and requesting a return call to personally discuss his concerns I was also advised that our GM of our U-Haul Center involved mentioned in previous conversations with *** ***, *** *** said he would call us back with a time and date to meet with *** *** and our GM but had not Our GM has made attempts to reach *** *** but the calls go to his voicemail *** *** hopes to hear back soon.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
I will wait for a response to all of the complaint filed, not just the finical portionThe fact that there was no response to U-Haul representatives that are stating an untruth about "I would be free and clear of any financial responsibility", was a lie. If the public can't rely on your company representative to tell the truth, the world needs to knowSend a representative undercover to your stores and you will find out the truth of what is going on
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
UHAUL's mistakes took me two and a half hours to work outI will only accept a full refund for the time I wasted working out their problems, on my bank account, and hitch hook up..A pitance for them, and my time is surely worth $an hour to sort out the problems they made
Regards,
*** ***
August 25, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Mr*** Kareem D***, our Area Field Manager for our East Central Colorado Regional Office, followed up on the information Mr*** provided. He informed our
office he collected the VIP Certificate and issued Mr*** a refund for $back to his Master Card account. The refund should post on his next credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
October 18, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Ms***. Alissa N***, our President for our Akron Regional Office, followed up on the information Ms*** providedShe informed our office she spoke to Ms*** and assured her
the information she provided was addressed with all involved and corrective action taken as needed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-HaulMsN*** offered her apology for the employee’s actions and for any unfair treatment Ms*** experiencedWe hope Ms*** will allow U-Haul to serve her again in the future as we know we can do better. 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
November 4, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your continued concern for our customer Ms***.*** ***, our Executive Assistant for our Western Michigan Regional Office, advised our office our President for our Regional Office viewed the video as well and did not see where our GM was disrespectful He reiterated that he did offer his apology to Ms***, but is seems we have come to a point where we agree to disagree about the situation As I relayed in my previous letter, Ms*** was not charged for the damage to our equipment that came to a total of $2,in repairs In addition, our GM refunded her for the fuel Mr*** stated he feels a fair resolution has been made and the issue will not be addressed any further.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,*** ***Executive AssistantU-Haul International
September 11, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Ms***.I’m sorry we were unable to locate an invoice with the information Ms*** provided in her letter to your officeKatelinn K***, a Senior Customer Service Agent, sent Ms
*** an email requesting additional information in order to research her concernsWe need to know the name of the invoice, the date of the transaction and the address of the U-Haul location involvedAlso, the customer email that was provided, telephone number and an address that was given at the time can help us try and locate an invoiceWe will be happy to continue researching as soon as the information is provided. 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 InternationalTell us why here
February 16, Revdex.com ID#: ***, *** *** U-Haul Ref#: *** Thank you for your concern for customer Mr*** Our Eastern New York Regional Office followed up on the information Ms*** provided. I was informed a refund for $was issued back to
their Visa account on February 13th along with an additional refund for $issued today. Both refunds 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, Maria P*** Executive Assistant U-Haul International
October 11, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Ms***. Katie S***, our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms*** providedShe informed our office Ms*** wanted the
September invoice to list her new address, however, the address in the system at the time of payment was the South Carolina address and that is the address on the receiptMsS*** mentioned we are not able to change the address on the receiptsMs*** is set up for autopayHe unit was paid on October 7th, which generated a new receipt with the new addressA copy of the receipt was emailed to Ms***. 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
December 21, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your c**tinued c**cern for our customers *** and *** ***, whose name is ** the rental c**tract Sheila H**, our Executive Assistant for our North Indiana and South Cook County Regi**al Office, reviewed Ms***’s recent comments. She informed our office she c**tacted Ms*** and attempted to discuss her c**cerns and reach a resoluti**. Ms*** relayed RepWest Insurance Company denied her claim because no other customers prior to her rental or after her rental with the same trailer reported damage issues. Please be advised we advertise our trailers as water resistant but no water proof. MsH** also suggested that maybe the back door was not properly shut. Ms*** stated the inside of the trailer was not wet so she was not sure how the boxes got wet and also not sure why **ly those boxes with her collectible figures got ruined. During the ph**e c**versati**, MsH** found they had a bad ph**e c**necti** and asked if there was an alternate number she could try for a better c**necti**. Ms*** indicated she was not interested in speaking to MsH** and disc**nected the call Although we apologize for the inc**venience Ms*** experienced, our decisi** in the matter remains the same We c**tinue 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 attenti** and allowing us to offer another resp**se Sincerely, Maria P*** Executive Assistant U-Haul Internati**al
April 1,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our customer Ms***
*** ***, our Executive Assistant for our Cleveland Regional Office, followed up on the information Ms*** provided and sent her the following email in response:
Dear *** *** I am responding to your Revdex.com ConcernA review of your traction was done, along with interviewing all employee involved in your tranactionThe tranaction was completed as per U-Haul policyThe contract *** made on 3/17/show a debit charge of $ requiring the customer to enter a pinThe amount is shown on the screen prior to obtaining approvalThe In-Town Rental (Out) contract shows a debit transactionThe contract is signed by * ***The In-Town Return (In) contract shows a credit to your Debit Card ending in *** for the amount of $As our contract states "U-Haul immediately issues and processes debit and credit card refundsFederal requlations allow banks up to five days to process refund requestsCredit processing delays are caused by a customer's issuing bank that takes advantage of this regulation." In conclusion no additional compensation will be givenThank you for bringing this to our attention, and for giving us an opportunity to resolve the situationPlease accept our sincere apologies, and we look forward to serving you in the future
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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me It should also be noted that I was promised to receive an additional refund of $563.40, since it was brought to my attention that I was charged twice for servicesI will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
August 17, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer MsB*** Amanda Ki***, our President for our Metro DC Regional Office, followed up on the information MsB*** provided. She informed our office she was going to keep
the storage rate for MsB*** storage unit the same 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
November 9, 2015Revdex.com ID#: 10866563U-Haul Ref#: 986829Thank you for your concern for our customers Jesusa Flores and Lorena Castillo, whose name is on the actual rental agreement.Heather Penix, Senior Staff for our Ohio Regional Office, followed up on the information MsFlores provided She
informed our office she spoke to MsFlores and explained the charges on their contract She relayed she confirmed the refund for $back to their Master Card MsFlores stated she would review her card again and call MsPenix back if she still does not see the 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 PalmisanoExecutive AssistantU-Haul International
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I 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,
*** ***
June 15, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms***. Please be advised we show the name on the rental contract as *** Sullivan Brad L***, our President for our Utah Regional Office, followed up on the information
Ms*** provided. He informed our office he had attempted to speak to Ms*** on more than one occasion but always reached her voice mail. He left messages with his call back number requesting a return call. He also explained he issued her a refund for the rental back to her Visa account. 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*** 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 sent the following email to ***: Attached is a copy of my credit card statement. Sorry it was New Brunswick, and not Nova Scotia. I was told to call that number at the time I made the first complaint to Uhual, and I never received a call back. I never authorized New Brunswick Uhual to charge my credit card and want to know how they got my credit card information and why I was charged. This charge is incorrect and I have requested for a refund, but was ignored. I was only dealing with the Uhual in Kingston with these Ubox rentals (the Cataraqui Uhual on the credit card statement). Secondly, I called the number that was provided below and they are having to call help desk to find the reason for that charge. They also have to look into why my uboxes were sent to a different location then where I booked it.I also just want to note and will tell *** as well as I am sure we will have to discuss these charges further, that if I had known they were going to ship my Uboxes to Duncan, BC vs Courtenay, BC, uboxes would NOT have been the method chosen to move my stuff from one side of the country to the other. This process was beyond far more painful then what Uhual said it would be and I would have chosen to pay someone to pack my stuff in Ontario and drive it out here and offload at my house. For the future, Uhual should really tell their customers who are booking Uboxes that the WEBSITE IS INCORRECT and Uhual DOES NOT deliver to your door. Uhual's website ADVERTISING and should be changed
Regards,
*** ***
February 21, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Russ B***, our President for our Western Arizona Regional Office, reviewed Mr***’s recent comments and sent him another email in response: Mr***, Thank you for contacting us againI have attached a copy of your rental contract to this emailPlease review it at your earliest convenienceAs stated, the amount that is shown on the rental contract is an estimate, not the actual chargesTo the left of the “net paid today” portion of the contract reads: “if the actual rental charges exceed the held amount, or if your rental is extended, U-Haul may charge the original amount and authorize a second amount for the estimated balance.” An estimate of miles was entered on the contract, however that does not mean that you will be charged for milesU-Haul’s mileage rates on February 3, was $per mileI can process your payment for the remaining $if you’d like and waive the promissory note fee of $Please feel free to contact me with questions or to make paymentMy contact information is belowThank youRuss B*** Marketing Company President-West Phoenix Office: ###-###-#### Cell: ###-###-#### Email: ***@uhaul.com 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