March 7, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Fred W[redacted], our President for our Northern Alberta, Saskatchewan and Northwest Territories Regional Office, followed up on the information Ms. [redacted] provided. He...
informed our office he spoke to Ms. [redacted] and addressed her concerns. Mr. Ward issued her the $50 Reservation Guarantee Fee and provided his direct telephone number should she need further assistance or has other concerns. Ms. [redacted] relayed her satisfaction for the call and resolution and will use U-Haul in the future. 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 22, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], Senior Staff for our Central Ontario Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and confirmed he was due...
a refund for $321.49. The refund was issued back to Mr. [redacted]’s [redacted] account on December 19th and 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,
[redacted]
Executive Assistant
U-Haul International
July 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, had previously followed up on the information Mr. [redacted] provided and sent him the following email in response:Good...
Morning [redacted], My Name is [redacted] and I work in the regional office with U-haul located here in [redacted], Wa. I wanted to apologize for the trouble you had with the equipment on your rental and let you know that I'm going to be issuing a Reservation Guarantee to the card we have on file for the inconvienence. This will show as a $50 credit on your card in the next 2-5 business days. Please let me know if you have any other questions or concerns! Thank You! [redacted] U-Haul Regional Office Truck, Trailer, Towing, U-box reservations ###-###-####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
December 22, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mark G[redacted], our Executive Assistant for our North Central New York Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he...
contacted Mr. [redacted] and discussed his concerns. He also advised him of a refund for his rental charges as an adjustment. The refund was issued back to his Master Card account and 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
If I would have known before I paid them that they had packed without blankets I would have never paid them. Maybeyou should not recommend a failure of a company to your customers . Please refund my money I have a very hard time moving my sick wife across the country and 3 months later I am still waiting for this.
First off. Independent or not they have your companies name listed on their business so they represent you. Secondly I was not only verbally assaulted I was threatened as well. This is not something that I will take their word at that they "did corrective action". The charges are not valid as this is by far the worst experience I have ever had with uhaul. It has been nothing but problems. Your company has closed the claim on me without so much as a phone call and none of your "area marketing managers" have even returned any of my 8 phone calls. I will not be paying you any more money for the abysmal service I experienced, nor for the way I was treated. I will simple contact local areas and social media to share my story since it seems you don't value your customers much at all.
[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]
July 22, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer, Ms. [redacted]. Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional Office, reviewed Ms. [redacted]’s recent comments. Please be advised Ms. [redacted] booked the U-Haul truck for 2 hours. The next reservation was made for the next family needing to move based on her promise the bring the truck back on time. Ms. B[redacted] mentioned that Ms. [redacted] also left her vehicle parked where there are signs that say 15-minute parking only. She returned the truck an hour late and she was advised she went into another rental period, however, she was not charged any extra fees. Our agent explained the rate is $19.95 per rental period. Ms. [redacted] said she was keeping the truck longer and took the keys back. When she was asked to move her car from the 15-minute parking area, she threw the keys back to the agent and left. Ms. B[redacted] stated Ms. [redacted] was very aggressive toward the location although there was no extra charge for being late and our agent tried her best to explain the rental terms. Ms. B[redacted] asked we relay her apology to Ms. [redacted], but reiterated, a monetary reimbursement would not be issued. 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
June 20, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. As previously relayed to your office, our recommendations are based on average rooms of furniture. We also don’t know how much furniture a customer may have and how large or bulky their furniture may be. The customer has the ultimate decision in choosing the size of equipment that will best meet their needs. Please be advised our decision in the matter remains the same. A refund for $60 was issued back to Mr. [redacted]’s [redacted] account in the interest of customer good faith and should post on his next credit card statement. As we value Mr. [redacted] as a customer, he was also sent a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items. 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
October 26, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Christopher O[redacted], our Area Field Manager for our NW Colorado Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he...
worked with Ms. [redacted]’s credit card company to resolve the issue. He sent a fax with the receipt of the reservation amount and the credit card company was going to drop the freeze on her account. 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 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Chris S[redacted], our President for our Harrisburg Regional Office, followed up on the information Ms. [redacted] provided and sent her the following information in response:Hi [redacted], My name is...
Chris S[redacted] and I am the President of the U-Haul Company of Harrisburg. I received the letter that you sent to the Revdex.com and I wanted to reach out to you so that we can rectify the situation for you. First of all I want to personally apologize to you for the stress that U-Haul caused you over your move and throughout your attempt to have the situation rectified. I am very familiar of the situation that happened to you earlier this year and I’ve read the letter that you provided the Revdex.com. I have also spoke with [redacted], the owner of the moving help provider you used to load your UBoxes. I know that in your letter you are requesting you mentioned the need to rent another vehicle to transport additional belongings. When I spoke with [redacted] he told me that all the boxes he loaded for you were completely loaded front to back and floor to ceiling and nothing more would fit in them. I also see that you are requesting half of your shipping charge to be refunded as well. As I’ve mentioned, I absolutely want to get this situation rectified for you as fairly as I possibly can. Ultimately, your boxes arrived and your belongings made the shipment with no issues and the cat situation turned out to be nothing at all, so to refund half of your shipping on top of everything else you are asking for may not be a fair compromise to the situation. Also, since the boxes were completely full as it was, and no more belongings would have fit in them, I’m also not sure that an entire refund of the rental of another vehicle is fair either. Please review this email and let me know what would really make this right for you. Again, I apologize for all the stress and any inconvenience it has caused you and I look forward to being able to reach a resolution with you.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
I view this as classic bait and switch. Quoted price was for $135 plus tax per day plus $40/ day there after. I had requested this rental be for a period of 4 days with the understanding that any days not used would be refunded at the $40/day rate. I used the truck for 2 days which should = 135+40+ over mileage of ~$8.12 plus tax. So I am unclear why this would be a good will refund when the contract was changed at time of pick up. Please help me understand why this contract was changed to a 7 day rental? As I see it your company still owes me a refund of ~$49. Please remit refund of ~$49 to resolve this fraudulent charge.
May 24, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Fred W[redacted] our President for our Northern Alberta, Saskatchewan and Northwest Territories Regional Office, followed up on the information Mr. [redacted] provided. He informed our...
office he spoke to Ms. [redacted] and was able to reach an amicable resolution. He relayed they had a productive conversation and discussed all the installs that could accommodate her vehicle and trouble areas. He offered his apology for the events that took place and Ms. [redacted] relayed her satisfaction for the resolution. A refund for $200 was issued back to her [redacted] account 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 AssistantU-Haul InternationalTell us why here...
March 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
Please be assured the information Mr. [redacted] recently relayed has been forwarded to the attention of our President for our Eastern Florida Regional Office for further follow up and corrective action taken as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We always welcome and appreciate customer feedback as it allows us to realize what programs are working and what areas need attention, including customer interaction with U-Haul staff members as was the case with Mr. [redacted].
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. I hope Mr. [redacted] will allow U-Haul to redeem itself in the future. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.[redacted], our Customer Service Manager, followed up on the information Ms. [redacted] provided and sent Mr. [redacted] the...
following email in response:Hi [redacted], I am contacting you in regards to a Revdex.com complaint we received from [redacted] for this rental. I would like to apologize for the whole situation you had with the movers and the rental equipment. I will be assisting you in getting this file resolved. As of right now I cannot offer a resolution because the rental is still on-going. As for your desired settlement I will be working with Moving Help to see if we can get you a refund for the extra $41 you had to spend on movers. Once the rental has been returned can you please contact me back with the receipts for your hotel stay and I will be looking into the compensation for this as well. Unfortunately because the rental is already out there is no way for us to add Safemove or Safetow to the truck and trailer. But I can assure you that since the situation was not customer caused you will not be charged for the damage. If you do have any mechanical breakdowns you can contact our Roadside Service team for assistance. If you have any questions please feel free to contact me back at your earliest convenience. Thank you [redacted]Customer Service Manager###-###-####Ext [redacted]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
June 24, 2016 Revdex.com ID#: 11504965 - [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Mr. [redacted] Trey B[redacted], Marketing Company President, reached out to our customer via email and addressed the equipment problems and the inappropriate service...
the customer received. Mr. B[redacted] apologized for the service Mr. [redacted] received, and refunded the rental amount in full, of $39.84. Mr. B[redacted] also reached out to each of the individuals in question to ensure there would be no further reoccurrences. Mr. B[redacted] explained that the fees being held by his bank should be released within the normal time frame under his bank’s policies. 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, Penny S[redacted] Executive Assistant U-Haul International
October 7, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Luz R[redacted], our Traffic Manager for our Los Angeles West Regional Office, reviewed Ms. [redacted]’srecent comments. She relayed the following to our office:When Ms. [redacted] finalized her reservation online, she was sent an e-mail on 8/29/16 that stated a U-Haul representative would contact her to schedule her reservation. When the call to Ms. [redacted] wasmade on 8/29, our Traffic team was trying to get a location that will work for our customer due to the dealer Tires R Us Inc. not having the requested equipment for her moving date. A voicemail was left since we were unable to make contact with her. At the time of the call, [redacted] had the desired equipment, a [redacted]; Cargo Van, available for Mrs. [redacted] for the date requested, thus her reservation was placed there to hold equipment for her. The location, Tires R Us Inc., was not taken down as a preferred pick up location because they were just temporarily closed due to a medical issue that needed to be addressed. That is why the customer received the e-mail. Since then this location has resumed with servicing our U-Haul customers. As per the agreement made with Reservation Manager, Ms. [redacted]did receive the following discounts: The original miles given for her move to Riverside from Los Angeles were 66 miles, we added 10 extra miles at no additional cost for a total of 76 miles, and we provided afree upgrade to a 1[redacted]; truck at the price of the [redacted]; Cargo van for $116, original price is $126, so customer ould pick up closer at 7223 S. Main St. rather than [redacted], where the [redacted]; cargo van was availablefor her one way move to Riverside for the requested date.Please be advised our decision in the matter remains the same.We continue to be committed to providing our customers with the highest standards of service in thedo-it- yourself moving industry. Thank you for bringing this matter to our attention and allowing us tooffer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International
March 31, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. James D[redacted], our GM for our U-Haul Moving and Storage of Pasadena, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] was charged for...
a citation that was sent to U-Haul for payment. When we determined the citation had already been paid, the amount was credited back. Mr. D[redacted] left a message for Mr. [redacted] if he wished to discuss the situation further. 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
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.
I have made several attemts to reach [redacted] and since June 2nd I have never heard from him. They are obviously beating around the bush and refuse to take any action. It's obvious to me they are disregarding this matter. Why should I keep trying to reach out to them when if they truly cared about their customers they would be reaching out and finding a resolution?
Regards,
[redacted]
[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]
March 7, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Fred W[redacted], our President for our Northern Alberta, Saskatchewan and Northwest Territories Regional Office, followed up on the information Ms. [redacted] provided. He...
informed our office he spoke to Ms. [redacted] and addressed her concerns. Mr. Ward issued her the $50 Reservation Guarantee Fee and provided his direct telephone number should she need further assistance or has other concerns. Ms. [redacted] relayed her satisfaction for the call and resolution and will use U-Haul in the future. 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 22, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], Senior Staff for our Central Ontario Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and confirmed he was due...
a refund for $321.49. The refund was issued back to Mr. [redacted]’s [redacted] account on December 19th and 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,
[redacted]
Executive Assistant
U-Haul International
July 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, had previously followed up on the information Mr. [redacted] provided and sent him the following email in response:Good...
Morning [redacted], My Name is [redacted] and I work in the regional office with U-haul located here in [redacted], Wa. I wanted to apologize for the trouble you had with the equipment on your rental and let you know that I'm going to be issuing a Reservation Guarantee to the card we have on file for the inconvienence. This will show as a $50 credit on your card in the next 2-5 business days. Please let me know if you have any other questions or concerns! Thank You! [redacted] U-Haul Regional Office Truck, Trailer, Towing, U-box reservations ###-###-####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
December 22, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mark G[redacted], our Executive Assistant for our North Central New York Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he...
contacted Mr. [redacted] and discussed his concerns. He also advised him of a refund for his rental charges as an adjustment. The refund was issued back to his Master Card account and 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
If I would have known before I paid them that they had packed without blankets I would have never paid them. Maybeyou should not recommend a failure of a company to your customers . Please refund my money I have a very hard time moving my sick wife across the country and 3 months later I am still waiting for this.
First off. Independent or not they have your companies name listed on their business so they represent you. Secondly I was not only verbally assaulted I was threatened as well. This is not something that I will take their word at that they "did corrective action". The charges are not valid as this is by far the worst experience I have ever had with uhaul. It has been nothing but problems. Your company has closed the claim on me without so much as a phone call and none of your "area marketing managers" have even returned any of my 8 phone calls. I will not be paying you any more money for the abysmal service I experienced, nor for the way I was treated. I will simple contact local areas and social media to share my story since it seems you don't value your customers much at all.
[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]
July 22, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer, Ms. [redacted]. Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional Office, reviewed Ms. [redacted]’s recent comments. Please be advised Ms. [redacted] booked the U-Haul truck for 2 hours. The next reservation was made for the next family needing to move based on her promise the bring the truck back on time. Ms. B[redacted] mentioned that Ms. [redacted] also left her vehicle parked where there are signs that say 15-minute parking only. She returned the truck an hour late and she was advised she went into another rental period, however, she was not charged any extra fees. Our agent explained the rate is $19.95 per rental period. Ms. [redacted] said she was keeping the truck longer and took the keys back. When she was asked to move her car from the 15-minute parking area, she threw the keys back to the agent and left. Ms. B[redacted] stated Ms. [redacted] was very aggressive toward the location although there was no extra charge for being late and our agent tried her best to explain the rental terms. Ms. B[redacted] asked we relay her apology to Ms. [redacted], but reiterated, a monetary reimbursement would not be issued. 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
June 20, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. As previously relayed to your office, our recommendations are based on average rooms of furniture. We also don’t know how much furniture a customer may have and how large or bulky their furniture may be. The customer has the ultimate decision in choosing the size of equipment that will best meet their needs. Please be advised our decision in the matter remains the same. A refund for $60 was issued back to Mr. [redacted]’s [redacted] account in the interest of customer good faith and should post on his next credit card statement. As we value Mr. [redacted] as a customer, he was also sent a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items. 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
October 26, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Christopher O[redacted], our Area Field Manager for our NW Colorado Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he...
worked with Ms. [redacted]’s credit card company to resolve the issue. He sent a fax with the receipt of the reservation amount and the credit card company was going to drop the freeze on her account. 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 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Chris S[redacted], our President for our Harrisburg Regional Office, followed up on the information Ms. [redacted] provided and sent her the following information in response:Hi [redacted], My name is...
Chris S[redacted] and I am the President of the U-Haul Company of Harrisburg. I received the letter that you sent to the Revdex.com and I wanted to reach out to you so that we can rectify the situation for you. First of all I want to personally apologize to you for the stress that U-Haul caused you over your move and throughout your attempt to have the situation rectified. I am very familiar of the situation that happened to you earlier this year and I’ve read the letter that you provided the Revdex.com. I have also spoke with [redacted], the owner of the moving help provider you used to load your UBoxes. I know that in your letter you are requesting you mentioned the need to rent another vehicle to transport additional belongings. When I spoke with [redacted] he told me that all the boxes he loaded for you were completely loaded front to back and floor to ceiling and nothing more would fit in them. I also see that you are requesting half of your shipping charge to be refunded as well. As I’ve mentioned, I absolutely want to get this situation rectified for you as fairly as I possibly can. Ultimately, your boxes arrived and your belongings made the shipment with no issues and the cat situation turned out to be nothing at all, so to refund half of your shipping on top of everything else you are asking for may not be a fair compromise to the situation. Also, since the boxes were completely full as it was, and no more belongings would have fit in them, I’m also not sure that an entire refund of the rental of another vehicle is fair either. Please review this email and let me know what would really make this right for you. Again, I apologize for all the stress and any inconvenience it has caused you and I look forward to being able to reach a resolution with you.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
I view this as classic bait and switch. Quoted price was for $135 plus tax per day plus $40/ day there after. I had requested this rental be for a period of 4 days with the understanding that any days not used would be refunded at the $40/day rate. I used the truck for 2 days which should = 135+40+ over mileage of ~$8.12 plus tax. So I am unclear why this would be a good will refund when the contract was changed at time of pick up. Please help me understand why this contract was changed to a 7 day rental? As I see it your company still owes me a refund of ~$49. Please remit refund of ~$49 to resolve this fraudulent charge.
May 24, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Fred W[redacted] our President for our Northern Alberta, Saskatchewan and Northwest Territories Regional Office, followed up on the information Mr. [redacted] provided. He informed our...
office he spoke to Ms. [redacted] and was able to reach an amicable resolution. He relayed they had a productive conversation and discussed all the installs that could accommodate her vehicle and trouble areas. He offered his apology for the events that took place and Ms. [redacted] relayed her satisfaction for the resolution. A refund for $200 was issued back to her [redacted] account 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 AssistantU-Haul InternationalTell us why here...
March 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
Please be assured the information Mr. [redacted] recently relayed has been forwarded to the attention of our President for our Eastern Florida Regional Office for further follow up and corrective action taken as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We always welcome and appreciate customer feedback as it allows us to realize what programs are working and what areas need attention, including customer interaction with U-Haul staff members as was the case with Mr. [redacted].
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. I hope Mr. [redacted] will allow U-Haul to redeem itself in the future. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.[redacted], our Customer Service Manager, followed up on the information Ms. [redacted] provided and sent Mr. [redacted] the...
following email in response:Hi [redacted], I am contacting you in regards to a Revdex.com complaint we received from [redacted] for this rental. I would like to apologize for the whole situation you had with the movers and the rental equipment. I will be assisting you in getting this file resolved. As of right now I cannot offer a resolution because the rental is still on-going. As for your desired settlement I will be working with Moving Help to see if we can get you a refund for the extra $41 you had to spend on movers. Once the rental has been returned can you please contact me back with the receipts for your hotel stay and I will be looking into the compensation for this as well. Unfortunately because the rental is already out there is no way for us to add Safemove or Safetow to the truck and trailer. But I can assure you that since the situation was not customer caused you will not be charged for the damage. If you do have any mechanical breakdowns you can contact our Roadside Service team for assistance. If you have any questions please feel free to contact me back at your earliest convenience. Thank you [redacted]Customer Service Manager###-###-####Ext [redacted]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
June 24, 2016 Revdex.com ID#: 11504965 - [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Mr. [redacted] Trey B[redacted], Marketing Company President, reached out to our customer via email and addressed the equipment problems and the inappropriate service...
the customer received. Mr. B[redacted] apologized for the service Mr. [redacted] received, and refunded the rental amount in full, of $39.84. Mr. B[redacted] also reached out to each of the individuals in question to ensure there would be no further reoccurrences. Mr. B[redacted] explained that the fees being held by his bank should be released within the normal time frame under his bank’s policies. 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, Penny S[redacted] Executive Assistant U-Haul International
October 7, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Luz R[redacted], our Traffic Manager for our Los Angeles West Regional Office, reviewed Ms. [redacted]’srecent comments. She relayed the following to our office:When Ms. [redacted] finalized her reservation online, she was sent an e-mail on 8/29/16 that stated a U-Haul representative would contact her to schedule her reservation. When the call to Ms. [redacted] wasmade on 8/29, our Traffic team was trying to get a location that will work for our customer due to the dealer Tires R Us Inc. not having the requested equipment for her moving date. A voicemail was left since we were unable to make contact with her. At the time of the call, [redacted] had the desired equipment, a [redacted]; Cargo Van, available for Mrs. [redacted] for the date requested, thus her reservation was placed there to hold equipment for her. The location, Tires R Us Inc., was not taken down as a preferred pick up location because they were just temporarily closed due to a medical issue that needed to be addressed. That is why the customer received the e-mail. Since then this location has resumed with servicing our U-Haul customers. As per the agreement made with Reservation Manager, Ms. [redacted]did receive the following discounts: The original miles given for her move to Riverside from Los Angeles were 66 miles, we added 10 extra miles at no additional cost for a total of 76 miles, and we provided afree upgrade to a 1[redacted]; truck at the price of the [redacted]; Cargo van for $116, original price is $126, so customer ould pick up closer at 7223 S. Main St. rather than [redacted], where the [redacted]; cargo van was availablefor her one way move to Riverside for the requested date.Please be advised our decision in the matter remains the same.We continue to be committed to providing our customers with the highest standards of service in thedo-it- yourself moving industry. Thank you for bringing this matter to our attention and allowing us tooffer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International
March 31, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. James D[redacted], our GM for our U-Haul Moving and Storage of Pasadena, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] was charged for...
a citation that was sent to U-Haul for payment. When we determined the citation had already been paid, the amount was credited back. Mr. D[redacted] left a message for Mr. [redacted] if he wished to discuss the situation further. 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
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.
I have made several attemts to reach [redacted] and since June 2nd I have never heard from him. They are obviously beating around the bush and refuse to take any action. It's obvious to me they are disregarding this matter. Why should I keep trying to reach out to them when if they truly cared about their customers they would be reaching out and finding a resolution?
Regards,
[redacted]
[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]