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I have talked to the gentleman and he is stating that the tire on our U-Haul was "plugged", we do not plug tires and the gentleman was given a refund of $40 which is 25% of his total rental. He stated to me on the phone that his family was in danger because of the heat, when I ask him why he didn't...

run the A/C in truck he said it was "too expensive". I explained that breakdowns is not part of our business plan and I'm sorry he had issues during his move. Kevin

November 29, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental contract.   Craig W[redacted], our President for our North Indiana and South Cook County Regional Office, followed up on the...

information Ms. Smith provided.  He informed our office he left a message for Ms. Smith requesting a return call in order to personally review the information and reach a resolution.  He hopes to hear back soon if not already.   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

July 12, 2016   Revdex.com ID#: 11541513 U-Haul Ref# [redacted]    Thank you for your continued concern for our customer Mr. [redacted].     Patty P[redacted], our Executive Assistant for our West Sacramento Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: I understand you filed a "rebuttal" to our refund. We will be sending the message below to the Revdex.com in response to your rebuttal: Uhaul does not “blackmail” customers. We do not force anyone to use our equipment. On 6/23 we Offered what equipment was available for the one way rental from California to Washington. Mr. [redacted] could have declined and made other arrangements if what we had was so unacceptable. Mr [redacted] was able to complete his move. By UHaul giving a $600 discount off a $1,100 rental, we feel we have been more than generous. This rental does not warrant a full refund. Since Mr [redacted] admitted that the truck was less than half full, he could have also requested a smaller size.   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 Assistant U-Haul International

January 22, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]Thank you for your continued concern for our customers [redacted] and [redacted] whose name is on the actual rental agreement.[redacted], our GM for our U-Haul of [redacted] reviewed Ms. [redacted] recent comments.  He has attempted to reach Ms. [redacted] or Mr. [redacted] twice.  He left a message on January 20th requesting a return call.  Today he called both telephone numbers listed and received an answer both times, however, the person waited until he spoke and then hung up.  When he called back the call went straight to voicemail so he left another message requesting a return call to personally address Ms. [redacted] concerns and the rental charges.  Mr. H[redacted] hopes to hear back soon.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

April 19, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Rod T[redacted], our President for our Georgia Northeast Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good Afternoon,...

This is Rod T[redacted] with UHaul Company just wanted to follow up about a concern that you had at one of my locations can you please call me at [redacted]. Thanks Mr. T[redacted] also relayed he left several messages requesting a return call and hopes to hear back from Mr. [redacted] soon. 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 Tell us why here...

August 19, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Dawn S[redacted], our Executive Assistant for our Idaho Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and explained both...

contracts were refunded and a $50 Reservation Guarantee fee had also been issued.  Our records indicate a $50 VIP Certificate was issued to Mr. [redacted] on August 1st.  The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.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, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Allen L[redacted], our President for our Maryland Regional Office, followed up on the information Mr. [redacted] provided. He informed our office when Mr. [redacted] moved into his storage unit on June 17,...

2017, the storage rate was $209.95 on a month-to-month contract, not a $200 flat rate. We did send him a letter in August advising him of a rate increase of $5 a month and that he had the opportunity to lock in the rate of $209.95 by pre-paying for the desired months ahead of time. Mr. L[redacted] relayed he attempted to speak to Mr. [redacted] but reached his voice mail and left a message requesting a return call to personally address his concerns. He hopes to hear from him soon if not already.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 Tell us why here...

Thank you for updating me on this situation.  Below is my response: For U-Haul to claim that the pin was installed is erroneous.  The pin was not installed.  In fact, when I arrived home after fish tailing the drive home, I immediately called U-Haul.  The call goes to a central number.  I ask to be, but could not be transferred to the office where I picked up the trailer.  I was told they were going to be very busy because it was the beginning of the month.  I asked that someone come out to my house and reattach the trailer.  I was not driving it back in that condition.  The representative said she would try to send a message to them.  I waited a short time and began looking for another solution.  I noticed that U-Haul had road side assistance in the paperwork folder.  I called that number and someone came out and reattached the trailer WITH the pin in about an hour. The fact that their service came out to fix the detached trailed should make it apparent that there was an event that took place.   U-Haul could also refer to the timeline.  I called immediately upon arriving home.  If the calls are recorded, they could hear the conversation.  There should also be documentation of the roadside service coming to correctly hook up the trailer. In this timeline, it is preposterous to think that anything happened other than the pin was not installed.  To think that I somehow pulled out the pin and damaged my own vehicle is ridiculous.    As far as the video, I have not seen it.  The insurance company sent it to me, but I was unable to open it.  However, if the trailer didn’t detach in the parking lot has no bearing on that the trailer DID detach because the pin was not installed. I stand by my claim and still request payment for damages to my vehicle.   Thank you, [redacted]

February 25, 2015
[redacted] ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and found...

him to be very cordial. Ms. [redacted] advised him of a refund she will issue for the transfer of his goods.
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

June 1, 2017   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jason P[redacted], our President for our Central Georgia Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office a refund for $300...

was issued back to Ms. [redacted]’s Visa account as an adjustment on her rental.  The refund should post on her next credit card statement.   Our customers are very important to us and we regret to hear of situations that cause problems for 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

I spoke with the mechanic this morning, he acknowledged that the truck is still not running properly and he did not sign a written statement for U-Haul. I would like for U-Haul to give me a copy of the written statement they say they have signed by the mechanic.

January 25, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]John H[redacted] our President for our Atlanta West Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office our GM for our U-Haul at Fulton Industrial...

spoke to Mr. [redacted] and offered his apology.  Mr. H[redacted] acknowledged we dropped the ball with the cleanliness, but this U-Haul trailer is still very road worthy.  Mr. [redacted] was in fact called due to the change of equipment size but we could not reach him.  Our Traffic Department spoke to our GM about this after they could not contact Mr. [redacted] and suggested if the 5X10 trailer was not large enough that they could locate a 6X12, although further away.  Mr. H[redacted] stated this was not a “bait and switch” and they in fact did their best to accommodate Mr. [redacted]  The refund for $40.61, which is a full refund for the trailer as an adjustment on his rental, should post on Mr. [redacted] next M[redacted] 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 [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.
Regards,
[redacted]

September 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our Knoxville Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he attempted to reach Mr. [redacted] on...

four separate occasions.  He left a message with his telephone number requesting a return call but had not heard back.  In case Mr. [redacted] misplaced Mr. [redacted]’s telephone number, he can be reached at ###-###-####.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

November 4, 2016   Revdex.com ID#: 11763741 U-Haul Ref#: 1253602   Thank you for your concern for our customer Mr. [redacted].   Amanda C[redacted], our Traffic Manager for our North Alabama Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response: Good morning Mr [redacted],   I received your concern from our customer service department and reviewed your account. I want to start by thanking you for being a patron of our business since 2005. I reviewed your concern and then went through your payment history for the last several years. The only late fee that I am seeing was charged on the October 2016 payment. All of payments were made on the fourth of the every month with no additional fees. In your letter to the Revdex.com, you were disputing a $30 late fee charge, however, when reviewing your credit card history, you were only charged a $15 late fee due to paying 3 days late, as is policy per your rental contract. Our autopay program is designed to automatically charge your payment on your due date and post an automatic note if the card on file is declined. The only notes were also from Oct 2016. I do apologize for any inconvenience this has caused you, however, I'm not showing evidence that this is a recurring incident as your Revdex.com claim states. If for some reason our files are incorrect and your bank statement shows otherwise, please send that to me as soon as possible so that I can correct those charges.  Amanda C[redacted] U-Haul MCO 762 Traffic Control Manager   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 2, 2014
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 the recent comments Ms. [redacted] relayed to your office. She informed our office she spoke to Ms. [redacted] and advised her she had a balance on the truck rental and storage in the amount of $3,228.53 and that once the balance is paid she could have access to her items in her storage unit. Although Ms. [redacted] claimed to have told our representative in Greensboro, NC that she had a job interview and not a family emergency and that she would have the U-Haul equipment back on September 5th in Greensboro, the equipment was still in New York on that day. Ms. [redacted] relayed she was in the process of getting an attorney and would go through the court to obtain her items and is refusing to pay the balance due.
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

October 10, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Ben N[redacted], our President for our Eastern New York Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email...

advising her of a refund for $500 he issued 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.  Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...

September 7, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Donna N[redacted], our Executive Assistant for our Alaska Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and was told she...

had received her replacement check.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 InternationalTell us why here...

October 25, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted].   A refund for the $50 Reservation Guarantee has been issued back to [redacted]’s Visa account.  The refund should post on her next credit card statement.  I...

apologize for the inconvenience she experienced while trying to get her concerns addressed.   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

[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 appreciate steps that the Revdex.com and U Haul has taken to rectify this situation and will await the refund to arrive. I was promised a refund on March 22nd, 2017 which never arrived and the last representative I spoke to on April 26th, 2017 stated she had no record of.Should U Haul successfully issue the refund, this resolution is entirely satisfactory to me.
Regards,
Joseph [redacted]