As I stated in my previous correspondence, I was made to pay for some sort of overage, but could not be told what it was before because it was not my debt, so how could I possibly be liable for this "phantom" debt? This is an unsound and illegal business practice
July 22, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer *** ***.*** ***, our Executive Assistant for our ** *** Regional Office, followed up on the information Ms*** provided She informed our office a refund for $was issued to
Ms*** as an adjustment on her rental She should receive the refund check within the next business days 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
November 1, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Kathy L***, our Executive Assistant for our Lower Hudson Valley Regional Office, reviewed Mr***’s recent comments. She informed our office she left a message for Mr*** a few days ago explaining the Certificates were sent to his email address and she could also provide him with the Certificate numbers if he wishes 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
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 resolvedI would like to thank you for the action you have taken and I sincerely hope any future business with your company will result with complete sucess
Regards,
*** ***
November 1, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your continued concern for our customer Ms***.*** ***, a Senior Customer Service Agent, reviewed Ms***’s concerns and sent her the following email on October 28th:Hello, This is in regards to file *** about an issue with your refundsFirst of all I would like to apologize for any inconvenience you may have experiencedAfter having done some research, I do see that there has been two separate $refunds submitted to the cards on fileOne was issued on 8/1/to the card ending in (***) and another was issued on 8/4/to the card ending in (***)Please check with your card companies in regards to these refundsUsually their customer service numbers are on the back of the cardIf you have any other questions or concerns please contact our customer service line at ###-###-####Thank you for choosing U-Haul.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 Mr***. Jessica A***, our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr*** providedShe informed our
office she left messages for Mr*** requesting a call back but has not received a return callShe would like the opportunity to personally discuss the charges and hopes to hear from him soonShe mentioned, based on what she reviewed as far as credit card details, Mr*** was charged but then the charges were reversed and he was charged the correct amount. 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
My Revdex.com complaint ID#: *** has not been resolved.When going through the website, I accepted that I would be able to resolve this with the companyI decided to contact MsDianne via e-mail,and she has never written back, or called and left a messageI have attached screenshots e-mails that have I sent her.I still believe that U-Haul has been misleading to me and others in the way their website is set upFor this to be resolved I'm requesting to be refundedthe amount of money that I had to pay for the storage unit for the initial month that was supposed to be for "FREE" $I believe they were misleadingbecause they do not have enough redundant warnings that the choice I picked did not qualifyI should either have been made to pay for it when processingmy rentals, or it should not be an option at allPlease let me know if you have any questions, I can all be reached via cel at ###-###-####.Thank you for your time,*** ***
January 22,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Ms***
*** ***, our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Ms*** providedShe informed our office she left a message for Ms***
with information on her researchShe did confirm a refund was due back, however, since Ms*** disputed the charges, Ms*** did not see where processing a credit was necessaryMs*** left a message for Ms*** and then Ms*** returned her call and also had to leave a message for a call back
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
October 19, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Viktoriya D***, Senior Staff for our British Columbia Regional Office, followed up on the information Ms*** provided. She informed our office she advised
the truck Ms*** rented was in drivable condition. The Service Provider that was sent out to tow the truck, actually drove the truck back to his location and charged Ms*** for a fuel refill. Fuel expense was $and the fuel fiservice fee was $30. MsD*** explained she issued Ms*** a refund for an extra days’ rental, Safemove Protection, and extra miles along with the fuel chargesThe 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
Thank you for your concern for our customer Mr***.*** ***, our President for our Connecticut Regional Office, followed up on the information Mr*** providedHe informed our office a full refund for the rental fee in the amount of $was issued back to Mr***’s *** account
for the inconvenience he experienced with the rental as well as our employeesThe refund should post on his next credit card statement.As we value Mr*** as a customer, he was also sent a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,*** ***Executive AssistantU-Haul International
May 29,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Ms***
Please be advised that our one-way fee is a flat fee from Point A to Point BA set amount of days and miles are included in that one way feeWe do not charge a daily fee multiplied by the
number of days for a one-way moveThe days and miles allowed is generous to allow for loading and unloading as well as unexpected detours along the wayOnly on an in-town move do we charge a fee per rental period but it also includes the inconvenience of having to return the U-Haul equipment back to the same location it was rented from*** ***, our President for our *** *** Regional Office, sent Ms*** an email advising of the above information and explained a refund was not warranted
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
Thank you for your continued concern for our customer Mr***.*** ***, our President for our *** Regional Office, sent Mr*** the following email on October 15, 2014:Mr***, I am so sorry for the bad information you got from our Customer Service Team when you requested to take the local truck and drop elsewhereWhen a customer decides to take a local rental and drop somewhere else there are substantial penalties involvedI have no idea why they would tell you otherwiseI will authorize a full refund by our Credit and Collections Department on the part they charged from the Overtime Payment Note and we will issue the refund for the part that we chargedAgain, I am sorry for the confusionAnd I am sorry you have had such a tough time getting us to listen*** *** Marketing Company President U-Haul Company of ***Our records indicate credits for $and $were both issued to Mr*** *** account on October 15, The credits 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 industryThank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,*** ***Executive AssistantU-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.By automatically charging the card previously on file (it has since been removed), which was not designated for automatic payment, my account became overdrawnAs a result, I was charged $by my bank (see attachment), which largely voids the resolution offeredWhile I acknowledge that there was no way U-Haul could have known that making this payment would overdraw my account, and I am genuinely gratified for the waiver of the late charge, I wish I would have been allowed to make the payment of the amount due on my ownI would have used a different account.
Regards,
*** ***
I filed a complaint against Mr Marcus B*** with both Uhaul's corporate office (I was given a reference number) and with the Revdex.com (The reference number given me was ***). Additionally, I called and spoke with Cal C*** office (He is a VP Marketing Manager with UHaul) and was promised a return call by Teresa. All of these actions were after many attempts of trying to reach and receive a resolution to my issue from Marus B***. When we received a call from Mr D***, I was sitting next to my husband. My husband asked if he was Mr B***'s supervisor and he told my husband he was not. My husband explained that we are now seeking to speak with someone over Mr B*** in the company - not only to resolve a small billing error, but because he would not returns my calls. Mr D*** told my husband the same thing I heard from the local office. Mr B*** has NO BOSS or direct supervisor that can be reachedMy husband asked him to relay to your corporate office a message, that we wanted to speak with a member in management ABOVE MrB***. He sttaed to him that we filed a complaint against Mr B*** and have written the Revdex.com. I then heard from Mr B***, I explained to him that he had many opportunities to speak with me and refused to help me and that I was no longer willing to deal with him AND I wanted to speak to his supervisorHe stated again, he has no superior that I can speak with. I assured him, that I will continue to search out a member of UHaul's management team and ended the conversation. Sadly, after all of this I have yet to get a call and Maria P*** dose not even have my COMPLAINT correct. This started about a billing error, just not about paying for an upgraded trailerI am hoping that I can get my complaint heard about Mr B*** by a superior in the corporation and also have my billing issue resolved
October 19, 2017 Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your continued concern for our customer Ms***.Christina v** *** *** ***, our Executive Assistant for our NW California Regional Office, reviewed Ms***’s recent commentsShe left a message for Ms*** on October 16th requesting a return call but has not heard backShe would like the opportunity to personally address her concernsIn case Ms*** misplaced her telephone number, she can be reached at *** *** or direct at *** ***Ms*** can refer to her Reference# ***Msv** *** *** *** hopes to hear from her 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,Maria P***Executive AssistantU-Haul InternationalTell us why here
May 9, 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 Afternoon Ms***, I've received your information regarding your recent U-Haul rental and reservationFirst, I'd like to apologize for the inconveniences you experiencedI'd also like to apologize for the miscommunication you received during the scheduling processThe representative you spoke with was correct that the original reservation was not eligible for the reservation guarantee, however should have offered you more options for since a 24' truck was not available at your preferred pick up locationAs a courtesy for the trouble you went through we've credited your account on file the $reservation guaranteePlease allow 3-business days for this to post to your accountIf there's anything further I can do to assist you please let me knowThank 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 Tell us why here
January 26, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer *** *** ***, our Executive Assistant for our *** Regional Office, followed up on the information *** *** providedHe informed our office he spoke to *** *** and advised her of a
refund for $that was issued back to her credit card that was used for her deposit as well as an additional $refund issued to the credit card used for her rentalBoth refunds 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
January 12, Revdex.com ID#: ***, *** U-Haul Ref#: ***, *** Thank you again for your continued concern for our customer Ms*** Ashten P***, our Traffic Manager for our South Puget Sound Regional Office, followed up on the information Ms***
provided. He spoke to Ms*** on September 13, and acknowledged a mistake was made on the part of Ms***’ prepayment being applied to the wrong portion of her move, but that was rectified in the amount of $410, which we covered with VIP Certificates for her rent. Ms*** felt we should refund an additional $for the miscommunications on U-Haul’s part. At that time, Ms*** still owed the remaining shipping and for Cantonville truck delivery if she still chose to have them deliver the box. MrP*** had informed her she had reviewed her calls and she was not charged $410. She was also told we would not waive $1000, that the $in VIP Certificates was how we helped for our mistake made on the prepayment. Nothing further will be issued, which includes the $Reservation Guarantee she is currently requesting Thank you for bringing this matter to our attention and allowing us to offer another 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
The response continues to assuage any wrongdoing on the part of UHaul, despite public admission via official media channels, a screenshot of which remains in my possessionThe location provided was accurate--a family friend used the same instructions to easily locate the truckMoreover, UHaul was in possession of precise GPS coordinates of my cell phoneAdditionally, in direct conflict with the business' response, I never received a call from the service providerThis is easily demonstrated via call logsFinally and ultimately, UHaul policies placed me in direct harm and contributed to illness and a missed day of workThe $store credit is not a meaningful resolution, because I will not jeopardize my safety by using their services againThe sole acceptable resolution, as requested, is (a) some meaningful review of their policy that customers in unsafe locations must remain in the vehicle, despite their personal safety concerns; and (b) some sort of apology, not for the mechanical failure, but the failure of UHaul to respond within a reasonable timeframehours is not reasonable
Regards,
*** V***
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,
*** ***
As I stated in my previous correspondence, I was made to pay for some sort of overage, but could not be told what it was before because it was not my debt, so how could I possibly be liable for this "phantom" debt? This is an unsound and illegal business practice
July 22, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer *** ***.*** ***, our Executive Assistant for our ** *** Regional Office, followed up on the information Ms*** provided She informed our office a refund for $was issued to
Ms*** as an adjustment on her rental She should receive the refund check within the next business days 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
November 1, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Kathy L***, our Executive Assistant for our Lower Hudson Valley Regional Office, reviewed Mr***’s recent comments. She informed our office she left a message for Mr*** a few days ago explaining the Certificates were sent to his email address and she could also provide him with the Certificate numbers if he wishes 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
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 resolvedI would like to thank you for the action you have taken and I sincerely hope any future business with your company will result with complete sucess
Regards,
*** ***
November 1, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your continued concern for our customer Ms***.*** ***, a Senior Customer Service Agent, reviewed Ms***’s concerns and sent her the following email on October 28th:Hello, This is in regards to file *** about an issue with your refundsFirst of all I would like to apologize for any inconvenience you may have experiencedAfter having done some research, I do see that there has been two separate $refunds submitted to the cards on fileOne was issued on 8/1/to the card ending in (***) and another was issued on 8/4/to the card ending in (***)Please check with your card companies in regards to these refundsUsually their customer service numbers are on the back of the cardIf you have any other questions or concerns please contact our customer service line at ###-###-####Thank you for choosing U-Haul.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 Mr***. Jessica A***, our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr*** providedShe informed our
office she left messages for Mr*** requesting a call back but has not received a return callShe would like the opportunity to personally discuss the charges and hopes to hear from him soonShe mentioned, based on what she reviewed as far as credit card details, Mr*** was charged but then the charges were reversed and he was charged the correct amount. 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
My Revdex.com complaint ID#: *** has not been resolved.When going through the website, I accepted that I would be able to resolve this with the companyI decided to contact MsDianne via e-mail,and she has never written back, or called and left a messageI have attached screenshots e-mails that have I sent her.I still believe that U-Haul has been misleading to me and others in the way their website is set upFor this to be resolved I'm requesting to be refundedthe amount of money that I had to pay for the storage unit for the initial month that was supposed to be for "FREE" $I believe they were misleadingbecause they do not have enough redundant warnings that the choice I picked did not qualifyI should either have been made to pay for it when processingmy rentals, or it should not be an option at allPlease let me know if you have any questions, I can all be reached via cel at ###-###-####.Thank you for your time,*** ***
January 22,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Ms***
*** ***, our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Ms*** providedShe informed our office she left a message for Ms***
with information on her researchShe did confirm a refund was due back, however, since Ms*** disputed the charges, Ms*** did not see where processing a credit was necessaryMs*** left a message for Ms*** and then Ms*** returned her call and also had to leave a message for a call back
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
October 19, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Viktoriya D***, Senior Staff for our British Columbia Regional Office, followed up on the information Ms*** provided. She informed our office she advised
the truck Ms*** rented was in drivable condition. The Service Provider that was sent out to tow the truck, actually drove the truck back to his location and charged Ms*** for a fuel refill. Fuel expense was $and the fuel fiservice fee was $30. MsD*** explained she issued Ms*** a refund for an extra days’ rental, Safemove Protection, and extra miles along with the fuel chargesThe 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
Thank you for your concern for our customer Mr***.*** ***, our President for our Connecticut Regional Office, followed up on the information Mr*** providedHe informed our office a full refund for the rental fee in the amount of $was issued back to Mr***’s *** account
for the inconvenience he experienced with the rental as well as our employeesThe refund should post on his next credit card statement.As we value Mr*** as a customer, he was also sent a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,*** ***Executive AssistantU-Haul International
May 29,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Ms***
Please be advised that our one-way fee is a flat fee from Point A to Point BA set amount of days and miles are included in that one way feeWe do not charge a daily fee multiplied by the
number of days for a one-way moveThe days and miles allowed is generous to allow for loading and unloading as well as unexpected detours along the wayOnly on an in-town move do we charge a fee per rental period but it also includes the inconvenience of having to return the U-Haul equipment back to the same location it was rented from*** ***, our President for our *** *** Regional Office, sent Ms*** an email advising of the above information and explained a refund was not warranted
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
Thank you for your continued concern for our customer Mr***.*** ***, our President for our *** Regional Office, sent Mr*** the following email on October 15, 2014:Mr***, I am so sorry for the bad information you got from our Customer Service Team when you requested to take the local truck and drop elsewhereWhen a customer decides to take a local rental and drop somewhere else there are substantial penalties involvedI have no idea why they would tell you otherwiseI will authorize a full refund by our Credit and Collections Department on the part they charged from the Overtime Payment Note and we will issue the refund for the part that we chargedAgain, I am sorry for the confusionAnd I am sorry you have had such a tough time getting us to listen*** *** Marketing Company President U-Haul Company of ***Our records indicate credits for $and $were both issued to Mr*** *** account on October 15, The credits 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 industryThank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,*** ***Executive AssistantU-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.By automatically charging the card previously on file (it has since been removed), which was not designated for automatic payment, my account became overdrawnAs a result, I was charged $by my bank (see attachment), which largely voids the resolution offeredWhile I acknowledge that there was no way U-Haul could have known that making this payment would overdraw my account, and I am genuinely gratified for the waiver of the late charge, I wish I would have been allowed to make the payment of the amount due on my ownI would have used a different account.
Regards,
*** ***
I filed a complaint against Mr Marcus B*** with both Uhaul's corporate office (I was given a reference number) and with the Revdex.com (The reference number given me was ***). Additionally, I called and spoke with Cal C*** office (He is a VP Marketing Manager with UHaul) and was promised a return call by Teresa. All of these actions were after many attempts of trying to reach and receive a resolution to my issue from Marus B***. When we received a call from Mr D***, I was sitting next to my husband. My husband asked if he was Mr B***'s supervisor and he told my husband he was not. My husband explained that we are now seeking to speak with someone over Mr B*** in the company - not only to resolve a small billing error, but because he would not returns my calls. Mr D*** told my husband the same thing I heard from the local office. Mr B*** has NO BOSS or direct supervisor that can be reachedMy husband asked him to relay to your corporate office a message, that we wanted to speak with a member in management ABOVE MrB***. He sttaed to him that we filed a complaint against Mr B*** and have written the Revdex.com. I then heard from Mr B***, I explained to him that he had many opportunities to speak with me and refused to help me and that I was no longer willing to deal with him AND I wanted to speak to his supervisorHe stated again, he has no superior that I can speak with. I assured him, that I will continue to search out a member of UHaul's management team and ended the conversation. Sadly, after all of this I have yet to get a call and Maria P*** dose not even have my COMPLAINT correct. This started about a billing error, just not about paying for an upgraded trailerI am hoping that I can get my complaint heard about Mr B*** by a superior in the corporation and also have my billing issue resolved
October 19, 2017 Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your continued concern for our customer Ms***.Christina v** *** *** ***, our Executive Assistant for our NW California Regional Office, reviewed Ms***’s recent commentsShe left a message for Ms*** on October 16th requesting a return call but has not heard backShe would like the opportunity to personally address her concernsIn case Ms*** misplaced her telephone number, she can be reached at *** *** or direct at *** ***Ms*** can refer to her Reference# ***Msv** *** *** *** hopes to hear from her 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,Maria P***Executive AssistantU-Haul InternationalTell us why here
May 9, 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 Afternoon Ms***, I've received your information regarding your recent U-Haul rental and reservationFirst, I'd like to apologize for the inconveniences you experiencedI'd also like to apologize for the miscommunication you received during the scheduling processThe representative you spoke with was correct that the original reservation was not eligible for the reservation guarantee, however should have offered you more options for since a 24' truck was not available at your preferred pick up locationAs a courtesy for the trouble you went through we've credited your account on file the $reservation guaranteePlease allow 3-business days for this to post to your accountIf there's anything further I can do to assist you please let me knowThank 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 Tell us why here
January 26, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer *** *** ***, our Executive Assistant for our *** Regional Office, followed up on the information *** *** providedHe informed our office he spoke to *** *** and advised her of a
refund for $that was issued back to her credit card that was used for her deposit as well as an additional $refund issued to the credit card used for her rentalBoth refunds 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
January 12, Revdex.com ID#: ***, *** U-Haul Ref#: ***, *** Thank you again for your continued concern for our customer Ms*** Ashten P***, our Traffic Manager for our South Puget Sound Regional Office, followed up on the information Ms***
provided. He spoke to Ms*** on September 13, and acknowledged a mistake was made on the part of Ms***’ prepayment being applied to the wrong portion of her move, but that was rectified in the amount of $410, which we covered with VIP Certificates for her rent. Ms*** felt we should refund an additional $for the miscommunications on U-Haul’s part. At that time, Ms*** still owed the remaining shipping and for Cantonville truck delivery if she still chose to have them deliver the box. MrP*** had informed her she had reviewed her calls and she was not charged $410. She was also told we would not waive $1000, that the $in VIP Certificates was how we helped for our mistake made on the prepayment. Nothing further will be issued, which includes the $Reservation Guarantee she is currently requesting Thank you for bringing this matter to our attention and allowing us to offer another 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
The response continues to assuage any wrongdoing on the part of UHaul, despite public admission via official media channels, a screenshot of which remains in my possessionThe location provided was accurate--a family friend used the same instructions to easily locate the truckMoreover, UHaul was in possession of precise GPS coordinates of my cell phoneAdditionally, in direct conflict with the business' response, I never received a call from the service providerThis is easily demonstrated via call logsFinally and ultimately, UHaul policies placed me in direct harm and contributed to illness and a missed day of workThe $store credit is not a meaningful resolution, because I will not jeopardize my safety by using their services againThe sole acceptable resolution, as requested, is (a) some meaningful review of their policy that customers in unsafe locations must remain in the vehicle, despite their personal safety concerns; and (b) some sort of apology, not for the mechanical failure, but the failure of UHaul to respond within a reasonable timeframehours is not reasonable
Regards,
*** V***
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,
*** ***