May 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $70 back to the [redacted] account listed on the rental contract. The refund 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Simply removing an Ealert doesn't come close to the internal malfeasance articulated against a customer, me and allowed to fester due to corporate policy.... How many times has this occurred and the persons were either unknowledgable of the Revdex.com or other means of escalating concerns when a corporation fails as a whole to act in a manner conducive of customer interests...? Likewise, simply removing something that never should have perfected as a retaliatory function; does not come close to the inconveniences placed on me on 2 separate occasions...Nothing short of termination of this Manager that set this alert in motion and/or my refund will be acceptable outcome.
Regards,
[redacted]
October 7, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted] or [redacted]., which is listed on the sale agreement.[redacted], our President responsible for the Fort Walton Beach area, followed up on the information Mr. [redacted] provided....
He informed our office he has left messages for Mr. [redacted] on three different phone numbers they have listed for him. He explained he knew there was fuel in the truck because they replaced the fuel pump before the sale. Mr. [redacted] test drove a few trucks and chose the one he purchased. He was given the condition of the truck and repair history of the truck as is done for every customer that purchases a used truck. The receipt he was given indicates, as was he made aware of, that “Truck sold AS IS, NO WARRANTY, either express or implied. U-Haul makes no warranties beyond the description herein.” Mr. [redacted] mentioned that Mr. [redacted] was given the opportunity to take the truck to his mechanic in Niceville. Mr. [redacted] was aware of this because Mr. [redacted] told our GM where his mechanic was and our GM had called our Truck Sales location and confirmed paperwork that would need to be filled out to do this. Mr. [redacted] has failed to call Mr. [redacted]. Mr. [redacted] chose this truck after he test drove it and then purchased it. Mr. [redacted] stated he will not make a refund or exchange the truck and we were unaware of a blow engine when the truck was sold.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
February 7, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Brenda O[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she personally...
assisted Ms. [redacted]. U-Haul requires the sales receipt for a refund of unused items. Because Ms. [redacted] did not have the receipt, she was issued a VIP Certificate for $131.02 that was used on Contract# [redacted] and then the remainder of the bill was written off. Ms. O[redacted] relayed that Ms. [redacted] threatened several employees as well as frightened a customer that was a witness to the incident. Ms. [redacted] walked out to the U-Haul truck and grabbed the keys, stuck her head back in the building stating she was holding them hostage until she got her money back. Our store personnel considered calling the police due to Ms. [redacted]’s behavior and her threats. Ms. O[redacted] was contacted when we found the truck was blocking the return lane on a busy day and needed keys cut for the truck. Ms. O[redacted] explained Ms. [redacted] was refunded for the boxes by way of a VIP Certificate since she did not have the receipt, although some of the boxes were used and had to be placed in the reuse bin since they could not be sold as new boxes. Monetary reimbursement is not warranted. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
True we did surpass the mileage that I estimated but it was only 14 to 16 miles over if that. It still dones not equal out to rhe amount your charging. As far as the ants are concerned im of you dont see them. Why would you be honest about that? Most importantly why would I lie? Lift the arm rest in that truck... They are everywhere!
[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 [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
July 19, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted] and [redacted], whose name is on the rental agreement.William P[redacted], our President for our Northern Minnesota Regional Office, followed up on the information Mr. [redacted] provided. He informed our...
office he spoke to Ms. [redacted] and offered an apology for the inconvenience they experienced with the [redacted] vendor. Ms. [redacted] confirmed their refund was processed on June 30th and has been received.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International
August 22, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Rodney M[redacted], our GM for our U-Haul Moving and Storage of Coeur D’Alene, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms....
[redacted] and offered his apology for the inconvenience and for not issuing the refund sooner. The refund for $50 was issued back to her Visa account on August 16th and should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
November 25, 2014 approx. 3:55 pm I called for Mr. [redacted]; However he wasn't available, so I spoke with [redacted]. I stated to Ms. [redacted] that I was calling to inform them that I will retrieve my items from U-Haul December 1,2014. As it is, I am disabled and don't receive income until December.I also explained that I attempt on several occasions to pay for October 2014 payment, but it was denied. I further explained that I didn't need storage for the month of November. I lost my father on November 21st., I needed my clothing and that I didn't have anything to wear; ALL of my clothing is in storage. She further stated that she will inform Mr. R. [redacted] that I had called to resolve this matter.CC: Note to myself
August 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Mr. and Mrs. [redacted]. Kevin N[redacted], our President for our Missouri Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he assured Mr. [redacted] U-Haul does not patch tires on our equipment and he was sorry he incurred a flat tire during his move. We sent roadside assistance out to his family to change the tire on the truck and they was able to complete their move. Due to the flat tire incident and the inconvenience Mr. [redacted] and his family experienced, a refund for $40 was issued back to his Discover Card account as an adjustment. 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
December 4, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers Mr. [redacted] and Mr. [redacted], whose name is on the actual contract.
[redacted], our Executive Assistant for our Louisville, KY Regional Office, followed up on the information Mr. [redacted]...
provided. She advised our office the items left in the truck were metal bed rails and she was able to reach an amicable agreement. A refund for $100 was issued back to their [redacted] account to replace the rails. The refund 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
November 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers Mr. and Mrs. [redacted].To keep Mr. and Mrs. [redacted] as valued customers, a refund for $80 has been issued back to their [redacted] account for two days. The refund should post on their 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,[redacted]Executive AssistantU-Haul International
Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr [redacted], I would like to apologize for your recent experience with our...
company. We strive to make every customers rental a stress free experience because moving itself is already stressful. Unfortunately, we do have rare occurrences when that doesn't happen. In those instances, the $50 Reservation Guarantee is normally issued. In your case, because of the whole fiasco you experienced, we will be able to issue you an additional $50 refund for your inconveniences. I will get that issued today but depending upon your bank, it may take 3-5 days for it to post back to your account. Once again, on behalf of U-Haul, I apologize. If there is anything else that I can do for you, please do no hesitate to contact me. [redacted] U-Haul [redacted] Traffic Control Manager Office: ###-###-#### voip: [redacted] Cell: ###-###-#### Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
January 9, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Ms. [redacted]’s recent comments to your office and sent her the following email in response:
Good morning Ms.[redacted], I am following up with your recent response to your Revdex.com complaint. I truly do apologize but there appeared to be a computer glitch with your U-Boxes, they were in our computer system twice. When we moved you out originally it only moved 1 contract out while the other (that we did not know existed until now) was never moved out. This was causing you to get letters and past due statements. Please understand at no point were we actually charging you for this second contract but invoices were being auto sent requesting payment. I have deleted the balance due on the second contract and moved you out. For all this frustration caused I have issued you a $50.00 VIP gift certificate which can be used at any U-Haul center in the U.S.A. or Canada for any service or product we offer, this certificate is good for 2 years and has been emailed to this same address. Once again I do apologize for all this confusion and the headaches caused. Should you have anymore issues please do not hesitate to contact me. [redacted] Executive Assistant
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
December 5, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assis[redacted]t for our San Antonio Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and confirmed the...
charges were never processed in May. He did receive an email from U-Haul on November 18th explaining the charges will be processed on November 19th.
Our customers are very impor[redacted]t to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
November 1, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mason S[redacted], our Area Field Manager for our Eastern Massachusetts Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke...
to Mr. [redacted] and explained he issued the requested refund, which was issued back to his Visa account. The refund for $485.52 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
January 14, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that approximately three months ago he spoke to Mr....
[redacted] and explained that although we appreciate his business, the additional free mileage he was given on past rentals would not longer be offered on any future rentals. Mr. [redacted] continued to request discount options and Mr. [redacted] replied that he was welcome to contact our Corporate Moves Department to see if they offered commercial type rates that would help him. On a local level, however, Mr. [redacted] went on to relay that the additional miles at no charge would discontinue. He also apologized for any inconvenience. More recently, on January 6th, Mr. [redacted] contacted Mr. [redacted] to discuss his rental regarding a truck he rented that he states had lost power and smelled like antifreeze. Mr. [redacted] apologized and stated he was not aware of the specific circumstances surrounding his rental but he would make some calls to research the issue. Mr. [redacted] spoke to our Repair Dispatch Manager and was told a wrecker company had picked up the truck in question and it was inspected by a mechanic. The report came back that there was nothing found mechanically wrong with the U-Haul truck. Mr. [redacted] relayed this information to Mr. [redacted]. Before he could finish with his explanation Mr. [redacted] became agitated and asked Mr. [redacted] if he was accusing him of making the story up so he didn’t have to pay the bill. Mr. [redacted] replied that he was not saying that and asked if he needed another truck to finish the move. Mr. [redacted] said he did not but that he wanted some type of compensation. During the same conversation Mr. [redacted] brought up their previous conversation about contacting Corporate Moves. Since we were not able to accommodate him, Mr. [redacted] advised him that he believed [redacted] and [redacted] have commercial rates that might work for him. Mr. [redacted] told Mr. [redacted] he needed to allow him to talk, therefore, Mr. [redacted] only listened to him state how he spends thousands of dollars with U-Haul and how he felt he was being disrespected because we would not give him his money back on this rental. After Mr. [redacted] was done, Mr. [redacted] asked if he was finished and ended the conversation. Please be advised a refund will not be issued.
As far as the E-Alert file, Mr. [redacted] advised our office that it appears the balance of the rental was paid and Mr. [redacted] has been removed from E-Alert. He also mentioned that according to the mechanic at the repair shop where the truck was taken, the truck had been driven over what looked like a bucket of drywall as it was all over the undercarriage and on the side of the truck.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 30, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Rod B[redacted], our President for our Orlando Regional Office, reviewed Mr. [redacted]’s recent comments. He explained their decision remains the same. He asked that we refer you to the information included in our previous response.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our North Shore Chicago Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the late fees on Ms. [redacted]’s storage account were waived due to proof of the issue. Her...
payment was processed to avoid late fees coming back next day. A copy of the receipt was emailed to Ms. [redacted] as well.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
May 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $70 back to the [redacted] account listed on the rental contract. The refund 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Simply removing an Ealert doesn't come close to the internal malfeasance articulated against a customer, me and allowed to fester due to corporate policy.... How many times has this occurred and the persons were either unknowledgable of the Revdex.com or other means of escalating concerns when a corporation fails as a whole to act in a manner conducive of customer interests...? Likewise, simply removing something that never should have perfected as a retaliatory function; does not come close to the inconveniences placed on me on 2 separate occasions...Nothing short of termination of this Manager that set this alert in motion and/or my refund will be acceptable outcome.
Regards,
[redacted]
October 7, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted] or [redacted]., which is listed on the sale agreement.[redacted], our President responsible for the Fort Walton Beach area, followed up on the information Mr. [redacted] provided....
He informed our office he has left messages for Mr. [redacted] on three different phone numbers they have listed for him. He explained he knew there was fuel in the truck because they replaced the fuel pump before the sale. Mr. [redacted] test drove a few trucks and chose the one he purchased. He was given the condition of the truck and repair history of the truck as is done for every customer that purchases a used truck. The receipt he was given indicates, as was he made aware of, that “Truck sold AS IS, NO WARRANTY, either express or implied. U-Haul makes no warranties beyond the description herein.” Mr. [redacted] mentioned that Mr. [redacted] was given the opportunity to take the truck to his mechanic in Niceville. Mr. [redacted] was aware of this because Mr. [redacted] told our GM where his mechanic was and our GM had called our Truck Sales location and confirmed paperwork that would need to be filled out to do this. Mr. [redacted] has failed to call Mr. [redacted]. Mr. [redacted] chose this truck after he test drove it and then purchased it. Mr. [redacted] stated he will not make a refund or exchange the truck and we were unaware of a blow engine when the truck was sold.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
February 7, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Brenda O[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she personally...
assisted Ms. [redacted]. U-Haul requires the sales receipt for a refund of unused items. Because Ms. [redacted] did not have the receipt, she was issued a VIP Certificate for $131.02 that was used on Contract# [redacted] and then the remainder of the bill was written off. Ms. O[redacted] relayed that Ms. [redacted] threatened several employees as well as frightened a customer that was a witness to the incident. Ms. [redacted] walked out to the U-Haul truck and grabbed the keys, stuck her head back in the building stating she was holding them hostage until she got her money back. Our store personnel considered calling the police due to Ms. [redacted]’s behavior and her threats. Ms. O[redacted] was contacted when we found the truck was blocking the return lane on a busy day and needed keys cut for the truck. Ms. O[redacted] explained Ms. [redacted] was refunded for the boxes by way of a VIP Certificate since she did not have the receipt, although some of the boxes were used and had to be placed in the reuse bin since they could not be sold as new boxes. Monetary reimbursement is not warranted. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
True we did surpass the mileage that I estimated but it was only 14 to 16 miles over if that. It still dones not equal out to rhe amount your charging. As far as the ants are concerned im of you dont see them. Why would you be honest about that? Most importantly why would I lie? Lift the arm rest in that truck... They are everywhere!
[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 [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
July 19, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted] and [redacted], whose name is on the rental agreement.William P[redacted], our President for our Northern Minnesota Regional Office, followed up on the information Mr. [redacted] provided. He informed our...
office he spoke to Ms. [redacted] and offered an apology for the inconvenience they experienced with the [redacted] vendor. Ms. [redacted] confirmed their refund was processed on June 30th and has been received.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International
August 22, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Rodney M[redacted], our GM for our U-Haul Moving and Storage of Coeur D’Alene, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms....
[redacted] and offered his apology for the inconvenience and for not issuing the refund sooner. The refund for $50 was issued back to her Visa account on August 16th and should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
November 25, 2014 approx. 3:55 pm I called for Mr. [redacted]; However he wasn't available, so I spoke with [redacted]. I stated to Ms. [redacted] that I was calling to inform them that I will retrieve my items from U-Haul December 1,2014. As it is, I am disabled and don't receive income until December.I also explained that I attempt on several occasions to pay for October 2014 payment, but it was denied. I further explained that I didn't need storage for the month of November. I lost my father on November 21st., I needed my clothing and that I didn't have anything to wear; ALL of my clothing is in storage. She further stated that she will inform Mr. R. [redacted] that I had called to resolve this matter.CC: Note to myself
August 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Mr. and Mrs. [redacted]. Kevin N[redacted], our President for our Missouri Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he assured Mr. [redacted] U-Haul does not patch tires on our equipment and he was sorry he incurred a flat tire during his move. We sent roadside assistance out to his family to change the tire on the truck and they was able to complete their move. Due to the flat tire incident and the inconvenience Mr. [redacted] and his family experienced, a refund for $40 was issued back to his Discover Card account as an adjustment. 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
December 4, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers Mr. [redacted] and Mr. [redacted], whose name is on the actual contract.
[redacted], our Executive Assistant for our Louisville, KY Regional Office, followed up on the information Mr. [redacted]...
provided. She advised our office the items left in the truck were metal bed rails and she was able to reach an amicable agreement. A refund for $100 was issued back to their [redacted] account to replace the rails. The refund 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
November 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers Mr. and Mrs. [redacted].To keep Mr. and Mrs. [redacted] as valued customers, a refund for $80 has been issued back to their [redacted] account for two days. The refund should post on their 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,[redacted]Executive AssistantU-Haul International
Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr [redacted], I would like to apologize for your recent experience with our...
company. We strive to make every customers rental a stress free experience because moving itself is already stressful. Unfortunately, we do have rare occurrences when that doesn't happen. In those instances, the $50 Reservation Guarantee is normally issued. In your case, because of the whole fiasco you experienced, we will be able to issue you an additional $50 refund for your inconveniences. I will get that issued today but depending upon your bank, it may take 3-5 days for it to post back to your account. Once again, on behalf of U-Haul, I apologize. If there is anything else that I can do for you, please do no hesitate to contact me. [redacted] U-Haul [redacted] Traffic Control Manager Office: ###-###-#### voip: [redacted] Cell: ###-###-#### Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
January 9, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Ms. [redacted]’s recent comments to your office and sent her the following email in response:
Good morning Ms.[redacted], I am following up with your recent response to your Revdex.com complaint. I truly do apologize but there appeared to be a computer glitch with your U-Boxes, they were in our computer system twice. When we moved you out originally it only moved 1 contract out while the other (that we did not know existed until now) was never moved out. This was causing you to get letters and past due statements. Please understand at no point were we actually charging you for this second contract but invoices were being auto sent requesting payment. I have deleted the balance due on the second contract and moved you out. For all this frustration caused I have issued you a $50.00 VIP gift certificate which can be used at any U-Haul center in the U.S.A. or Canada for any service or product we offer, this certificate is good for 2 years and has been emailed to this same address. Once again I do apologize for all this confusion and the headaches caused. Should you have anymore issues please do not hesitate to contact me. [redacted] Executive Assistant
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
December 5, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assis[redacted]t for our San Antonio Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and confirmed the...
charges were never processed in May. He did receive an email from U-Haul on November 18th explaining the charges will be processed on November 19th.
Our customers are very impor[redacted]t to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
November 1, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mason S[redacted], our Area Field Manager for our Eastern Massachusetts Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke...
to Mr. [redacted] and explained he issued the requested refund, which was issued back to his Visa account. The refund for $485.52 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
January 14, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that approximately three months ago he spoke to Mr....
[redacted] and explained that although we appreciate his business, the additional free mileage he was given on past rentals would not longer be offered on any future rentals. Mr. [redacted] continued to request discount options and Mr. [redacted] replied that he was welcome to contact our Corporate Moves Department to see if they offered commercial type rates that would help him. On a local level, however, Mr. [redacted] went on to relay that the additional miles at no charge would discontinue. He also apologized for any inconvenience. More recently, on January 6th, Mr. [redacted] contacted Mr. [redacted] to discuss his rental regarding a truck he rented that he states had lost power and smelled like antifreeze. Mr. [redacted] apologized and stated he was not aware of the specific circumstances surrounding his rental but he would make some calls to research the issue. Mr. [redacted] spoke to our Repair Dispatch Manager and was told a wrecker company had picked up the truck in question and it was inspected by a mechanic. The report came back that there was nothing found mechanically wrong with the U-Haul truck. Mr. [redacted] relayed this information to Mr. [redacted]. Before he could finish with his explanation Mr. [redacted] became agitated and asked Mr. [redacted] if he was accusing him of making the story up so he didn’t have to pay the bill. Mr. [redacted] replied that he was not saying that and asked if he needed another truck to finish the move. Mr. [redacted] said he did not but that he wanted some type of compensation. During the same conversation Mr. [redacted] brought up their previous conversation about contacting Corporate Moves. Since we were not able to accommodate him, Mr. [redacted] advised him that he believed [redacted] and [redacted] have commercial rates that might work for him. Mr. [redacted] told Mr. [redacted] he needed to allow him to talk, therefore, Mr. [redacted] only listened to him state how he spends thousands of dollars with U-Haul and how he felt he was being disrespected because we would not give him his money back on this rental. After Mr. [redacted] was done, Mr. [redacted] asked if he was finished and ended the conversation. Please be advised a refund will not be issued.
As far as the E-Alert file, Mr. [redacted] advised our office that it appears the balance of the rental was paid and Mr. [redacted] has been removed from E-Alert. He also mentioned that according to the mechanic at the repair shop where the truck was taken, the truck had been driven over what looked like a bucket of drywall as it was all over the undercarriage and on the side of the truck.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 30, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Rod B[redacted], our President for our Orlando Regional Office, reviewed Mr. [redacted]’s recent comments. He explained their decision remains the same. He asked that we refer you to the information included in our previous response.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our North Shore Chicago Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the late fees on Ms. [redacted]’s storage account were waived due to proof of the issue. Her...
payment was processed to avoid late fees coming back next day. A copy of the receipt was emailed to Ms. [redacted] as well.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International