The refund of the wiring was done back in March (after a particularly bad customer service experience - see previous correspondence. The refund was a result of them failing to properly diagnose and correct the problem. The refund covered this wiring which was all completely removed from the vehicle. Why would I be expected to pay for a product that was essentially returned? The refund was not a goodwill gesture but instead and refund for returned good. I am still out of pocket after this refund because I had to take the vehicle to another installer to have wiring installed that actually worked so that I could legally tow. In the end, it ended up costing me more to go to U-Haul than had I had a complete package (tow bar and wiring) installed by another provider from the onset. Again, the refund covered wiring that was removed and returned to U-Haul. To date, I have not be compensated in anyway for the additional out of pocket expenses I incurred having to have another installer provide working wiring. I made multiple trips to U-Haul with a ride following (cost of gas times two vehicles), I spent considerable hours sitting in your parking lot waiting for the installer to diagnose and correct the malfunctioning wiring, I even ended up taking a day off work to call around to other installers/dealerships to attempt to trouble-shoot the problem and figure out a solution since no one at U-Haul could be bothered to act on my behalf. I am still seeking a further refund equivalent to the cost of my having another provider install wiring since U-Haul was unable to get the problem sorted. I paid for a lifetime warrantly on the hitch and wiring. Esssentially, U-Haul is not/did not honour their own warrant that they sold/promised me. If they did not have the knowledge or ability to correct the installation themselves, they should cover the cost for another provider to do so.
July 26, 2015Revdex.com 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. He informed our office he spoke to Mr. [redacted] and...
offered his apology for the behavior of our employee. He applied the one-way rate from Scranton to Wilkes-Barre and issued a refund for $42.52 back to Mr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
June 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Jason I[redacted], our Executive Assistant for our North Philadelphia Regional Office, followed up on the information Ms. [redacted] provided. He informed our...
office they are reaching out to Ms. [redacted] to offer an apology and extend the Reservation Guarantee as requested. 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
September 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided. He informed our office a refund for all Safemove Protection fees was issued...
on August 6, 2015. The refund should have already posted to her [redacted] 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,[redacted]Executive AssistantU-Haul International
July, 5.2016 Revdex.com concern #[redacted] U-Haul Reference Id # [redacted] Glen T[redacted], Marketing Company President, confirmed Mr. [redacted] will be reimbursed for his U-Box contract in the amount of $2,638.00 plus $50.00 per day from 6/23/2016 for late delivery, until arrival. 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
March 27, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Rod M[redacted], our GM for our U-Haul Moving and Storage of Coeur D’Alene, followed up on the information Mrs. [redacted] provided. He informed our office he installed the hitch and...
wiring per the instructions on the paperwork for their vehicle. Mr. or Mrs. [redacted] never stated they wanted the wiring installed on the outside of the vehicle. When Mrs. [redacted] arrived to pick up her vehicle, Rod explained the wiring was in the back and all she had to do was open the hatch and lay the wiring out and close the hatch. She acknowledged the instructions. An hour later Mr. [redacted] returned while Rod was on the phone. He spoke to another CSR who explained how the wiring is installed on a Subaru. Mr. [redacted] raised his voice and stated it was plain stupid. Rod asked his customer on the phone to hold a minute and told Mr. [redacted] he could explain the wiring as soon as he finished with his customer on the phone. Mr. [redacted] relayed his dissatisfaction so Rod said he would remove the hitch and wiring and make a refund. Mr. [redacted] called his friend and claims his friend said the wiring was done wrong. He raised his voice and called Rod a foul name and told him he was dumb. At that point Rod asked him to leave the U-Haul Center and Mr. [redacted] continued to argue. Rod called the police and provided them with the license plate number for Mr. and Mrs. [redacted]’s vehicle. Mr. [redacted] soon left the lot. Rod advised our office he is still willing to work with Mrs. [redacted] if she wants the hitch and wiring removed and refunded, however, he has chosen not to interact with Mr. [redacted] again and asked that he not return to the U-Haul Center.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
December 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted] our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:
Good...
Afternoon Ms. [redacted], I am writing to you in regards to your Revdex.com File with your recent U-Haul rental. I do apologize for the customer service you received from our East Ridge Rd location. This will not go ignored, we certainly will be addressing this issue with them and working to prevent this from happening with other customers. I greatly appreciate you notifying us of this issue so that we can correct it. I have already issued the refund of $10.00 for the fuel amount charged. This has gone back to the card on file and you should see it within 5 business days. Once again I do apologize for the situation that arose. [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564
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 28, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement.Dominic C[redacted], our President for our South Philadelphia Regional Office, followed up on the information Mr. [redacted] provided. He...
informed our office Mr. [redacted] and Ms. Hays did a self-return on the truck. Our GM retrieved the keys from the drop box and did an inspection on the truck and discovered the damage. Our GM immediately contacted Ms. Hays and explained the damages found. Mr. C[redacted] relayed the charges for damages are correct and will stand.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
Maria P[redacted],Thank you for your response. While the template of your comments would appear logically stated you are missing the fact of all the procedural failures on U-Haul's behalf. The on-site managers/associates neglected to provide any tutorials/details on the towing instructions, the after-hours U-Haul customer service representative failed to provide assistance and repeatedly tried to get out of a claim. The compiled failures of U-Haul was a result of myself needing to call an after-hours towing service that instructed me the correct procedure. However, the failed attempts of U-Hauls Customer Service provided a delay of my moving time by 12+ hours, damaged car/dead battery and added expenses to compensate the damages/trip. While U-Haul will continue to hold their ground, and claim they have done everything they can we all understand that isn't true. The negligence, failed customer service, poor management and a market president that defends these failures is a representation of the company structure. If all my issues were handled promptly and professionally I would have settled for the provided compensation that the Market President contributed. However, due to U-Haul's inability to provide quality customer service, and now over a month dealing with this issue, I am asking for full compensation. A company that becomes reactive to issues/problems will often lose their quality of service, and the ability to see the full picture because the representatives are likely "putting out the fires." If full compensation is provided I will no longer pursue this case, and I will move on as if nothing happened. However, if full compensation is not provided I will continue to make my story present on all social media platforms, and other sites that provide reviews of U-Haul. Thank you, -[redacted]
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.
July 31, 2015, I reserved a 10 foot truck to be picked up at carbon Mini Mart in Palmerton PA on Aug 14, 2015,and dropped off in Mechanicsburg pa on Aug 16, 2015. U-Haul agreed to this at the time of my reservation and gaveconfirmation number [redacted].U-haul was subsequently unable to honor the reservation and did not notify me until on or about Aug 13, 2015.The Reservation Guarantee on the U-Haul website states:"When you make a reservation, we guarantee to provide you with the equipment size, location , and pick up time as agreed".U-Haul clearly did not honor the agreement on this occasion.One day before my scheduled pick up, they offered a different size truck picked up from a different location than was previously agreed to.
Regards,
[redacted]
May 1, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Steve L[redacted], our President for our Saint Louis Regional Office, reviewed Mr. [redacted]’s recent comments and sent him another email in response:Hello Mr. [redacted], I saw you wrote back to the Revdex.com after receiving my email and refund of $123.85. I understand you are still not satisfied with the resolution. I believe the matter was handled fairly and unfortunately, our position remains the same. There is nothing more owed to you. I'm sorry we are unable to reach a resolution. Again, my office number is ###-###-#### or my cell ###-###-#### if you want to contact me. Thank you, Steve 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 29, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Iveth O[redacted], a Customer Service Senior Agent, reviewed Ms. [redacted]’s recent comments. He explained Ms. [redacted] was only charged for 14.8 miles and was unable to find a mileage discrepancy but would still like to discuss the issue with her. Mr. O[redacted] left two messages for Ms. [redacted] and hopes to hear back soon if not already. 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 Tell us why here...
March 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mike B[redacted], our President for our NW Colorado Regional Office, followed up on the information Mr. [redacted] provided. He informed our office the wiring was...
repaired and all other issues were addressed when Mr. [redacted] went to our U-Haul location in Boulder this past Saturday. 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#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Bren O[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’ recent comments and sent the following email in response: Good morning [redacted], I personally watched the video of the truck being cleaned as well as spoke to the agent that cleaned the truck when he arrived in the morning. There was no [redacted] purse or any other items removed from the truck. If you left it in there and did not lock the truck, that is not U-Haul liability. That is the customers as they are responsible for the equipment if they choose to drop off after hours, which is what you did. There is nothing we can do for you. Thank you. Bren 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 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Sharon H[redacted], our Executive Assistant for our Knoxville Regional Office, reviewed Ms. [redacted]’s recent comments. She asked we relay that U-Haul is a do-it-yourself moving company and our customers save money by doing so. Our Users Guide provides instructions, which includes direction to check all connections at every stop along the way. Ms. H[redacted] mentioned Ms. [redacted] moved over 900 miles, which would warrant the hookup to be checked during her move. She added that their decision in the matter remains the same.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
January 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our Hawaii Regional Office, reviewed the comments Mr. [redacted] relayed to your office. He informed our office he has left three separate messages for Mr. [redacted] requesting a return call. He would like the opportunity to personally speak to Mr. [redacted] to clear a few discrepancies in order to offer a resolution. Mr. [redacted] can be reached at ###-###-#### or direct at###-###-####. He also left his cell phone number when he left his messages for Mr. [redacted] and hopes to hear back from him 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,[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.
There are two problems with the response from U-Haul. First off they are continuing to destroy the credibility with me by basically calling me a liar. The provide horrible customer service, put me on the road with a piece of equipment that had major malfunctions and just try to hide it. No, the truck DID have electrical and braking issues. I was driving it down the interstate when the head[redacted]s failed, I mean really? Why would I complain about that if it were not true!?!? Next there response regarding the storage reservation is totally false. I walked the ENTIRE storage facility with the owner, [redacted], and they did not have one single unit available! Not large, not small not the one U-Haul allowed me to reserve. In their statement U-Haul says the facility did not have what I needed on such short notice, well then WHY did U-Haul let me reserve it? At this point I am demanding a full refund, I had a horrible moving experience thanks to U-Haul, they have failed over and over in this case and apparently refuse to accept responsibility, now I am being called a liar and the are making allegations of dishonesty against me as a customer. Their partial refund nor their statement is acceptable.
Regards,
[redacted]
September 13, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, reviewed Ms. [redacted]’s recent comments. She informed our office she left a message for Ms. [redacted] advising her that the charge for $37 has been removed and that all she will be charged is $2. 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 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Bharti U[redacted], our Traffic Manager for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted] provided and explained a message was left...
offering an apology for the inconvenience she experienced and advised her of a refund for the $50 Reservation Guarantee Fee. The refund was issued back to the Visa account listed on the document 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
Dear Revdex.com,I have never spoke with [redacted]. We never have refused anything. They have reimbursed for the truck rental, that is correct. The refund for the truck was about $2,400. We have not received any compensation since then. We used air mattresses to sleep on and had no furniture, clothes, towel, etc. We had nothing! I am sure the president of Uhaul is sleeping in his bed and not on an air mattress. How do you replace a home on $2,400. I had a beautiful home with the interior contents valued at about $350,000 under my insurance policy. I was asked to compile an insurance claim. How can you remember all of the contents of an almost 3000 sq. foot home, your belongings and belongings of four children. There are also the items that are priceless such as baby books, photos and letters from family members passed, as well as kids projects over the years. Also, to be in a truck that had a fire raging inside when you are driving with you four year old son is endangerment. We stopped at a gas station and that is when we realized there was a fire. My husband tried to contain it with a garden hose from the back of the gastation and I called 911.The fire company believed it was a dome light that caused the fire.All of our belongings were taken a way in a dumpster, it was horrible. It was not for three weeks until investigators got out there and the dome light had been ripped from the truck. Unbelievable! We have many photos of the incident. There were problems when we picked up the U Haul initially and it had to be delivered later but wiring was malfuntioning. This incident caused endangerment to my family by neglect. We spent six weeks trying to compile a claim after working ten hour days and was supposed to be an enjoyable time in our lives. Everything I worked and had the last 46 years is gone. I am asking for a respectful compensation as per what I had for coverage. The company clearly isn't concerned that we had to sleep on air mattresses and don't have the funds to replace our loss. I want to make sure this does not happen to anyone else. My home was valued at 565,000 with the interior contents at 350,000. I took out this policy for that reason! Also, I have left my phone number with the president of U Haul multiple times and out of respect he could have made a call to speak about this incident, however it never happened. Sincerely, [redacted]
The refund of the wiring was done back in March (after a particularly bad customer service experience - see previous correspondence. The refund was a result of them failing to properly diagnose and correct the problem. The refund covered this wiring which was all completely removed from the vehicle. Why would I be expected to pay for a product that was essentially returned? The refund was not a goodwill gesture but instead and refund for returned good. I am still out of pocket after this refund because I had to take the vehicle to another installer to have wiring installed that actually worked so that I could legally tow. In the end, it ended up costing me more to go to U-Haul than had I had a complete package (tow bar and wiring) installed by another provider from the onset. Again, the refund covered wiring that was removed and returned to U-Haul. To date, I have not be compensated in anyway for the additional out of pocket expenses I incurred having to have another installer provide working wiring. I made multiple trips to U-Haul with a ride following (cost of gas times two vehicles), I spent considerable hours sitting in your parking lot waiting for the installer to diagnose and correct the malfunctioning wiring, I even ended up taking a day off work to call around to other installers/dealerships to attempt to trouble-shoot the problem and figure out a solution since no one at U-Haul could be bothered to act on my behalf. I am still seeking a further refund equivalent to the cost of my having another provider install wiring since U-Haul was unable to get the problem sorted. I paid for a lifetime warrantly on the hitch and wiring. Esssentially, U-Haul is not/did not honour their own warrant that they sold/promised me. If they did not have the knowledge or ability to correct the installation themselves, they should cover the cost for another provider to do so.
July 26, 2015Revdex.com 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. He informed our office he spoke to Mr. [redacted] and...
offered his apology for the behavior of our employee. He applied the one-way rate from Scranton to Wilkes-Barre and issued a refund for $42.52 back to Mr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
June 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Jason I[redacted], our Executive Assistant for our North Philadelphia Regional Office, followed up on the information Ms. [redacted] provided. He informed our...
office they are reaching out to Ms. [redacted] to offer an apology and extend the Reservation Guarantee as requested. 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
September 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided. He informed our office a refund for all Safemove Protection fees was issued...
on August 6, 2015. The refund should have already posted to her [redacted] 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,[redacted]Executive AssistantU-Haul International
July, 5.2016 Revdex.com concern #[redacted] U-Haul Reference Id # [redacted] Glen T[redacted], Marketing Company President, confirmed Mr. [redacted] will be reimbursed for his U-Box contract in the amount of $2,638.00 plus $50.00 per day from 6/23/2016 for late delivery, until arrival. 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
March 27, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Rod M[redacted], our GM for our U-Haul Moving and Storage of Coeur D’Alene, followed up on the information Mrs. [redacted] provided. He informed our office he installed the hitch and...
wiring per the instructions on the paperwork for their vehicle. Mr. or Mrs. [redacted] never stated they wanted the wiring installed on the outside of the vehicle. When Mrs. [redacted] arrived to pick up her vehicle, Rod explained the wiring was in the back and all she had to do was open the hatch and lay the wiring out and close the hatch. She acknowledged the instructions. An hour later Mr. [redacted] returned while Rod was on the phone. He spoke to another CSR who explained how the wiring is installed on a Subaru. Mr. [redacted] raised his voice and stated it was plain stupid. Rod asked his customer on the phone to hold a minute and told Mr. [redacted] he could explain the wiring as soon as he finished with his customer on the phone. Mr. [redacted] relayed his dissatisfaction so Rod said he would remove the hitch and wiring and make a refund. Mr. [redacted] called his friend and claims his friend said the wiring was done wrong. He raised his voice and called Rod a foul name and told him he was dumb. At that point Rod asked him to leave the U-Haul Center and Mr. [redacted] continued to argue. Rod called the police and provided them with the license plate number for Mr. and Mrs. [redacted]’s vehicle. Mr. [redacted] soon left the lot. Rod advised our office he is still willing to work with Mrs. [redacted] if she wants the hitch and wiring removed and refunded, however, he has chosen not to interact with Mr. [redacted] again and asked that he not return to the U-Haul Center.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
December 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted] our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:
Good...
Afternoon Ms. [redacted], I am writing to you in regards to your Revdex.com File with your recent U-Haul rental. I do apologize for the customer service you received from our East Ridge Rd location. This will not go ignored, we certainly will be addressing this issue with them and working to prevent this from happening with other customers. I greatly appreciate you notifying us of this issue so that we can correct it. I have already issued the refund of $10.00 for the fuel amount charged. This has gone back to the card on file and you should see it within 5 business days. Once again I do apologize for the situation that arose. [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564
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 28, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement.Dominic C[redacted], our President for our South Philadelphia Regional Office, followed up on the information Mr. [redacted] provided. He...
informed our office Mr. [redacted] and Ms. Hays did a self-return on the truck. Our GM retrieved the keys from the drop box and did an inspection on the truck and discovered the damage. Our GM immediately contacted Ms. Hays and explained the damages found. Mr. C[redacted] relayed the charges for damages are correct and will stand.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
Maria P[redacted],Thank you for your response. While the template of your comments would appear logically stated you are missing the fact of all the procedural failures on U-Haul's behalf. The on-site managers/associates neglected to provide any tutorials/details on the towing instructions, the after-hours U-Haul customer service representative failed to provide assistance and repeatedly tried to get out of a claim. The compiled failures of U-Haul was a result of myself needing to call an after-hours towing service that instructed me the correct procedure. However, the failed attempts of U-Hauls Customer Service provided a delay of my moving time by 12+ hours, damaged car/dead battery and added expenses to compensate the damages/trip. While U-Haul will continue to hold their ground, and claim they have done everything they can we all understand that isn't true. The negligence, failed customer service, poor management and a market president that defends these failures is a representation of the company structure. If all my issues were handled promptly and professionally I would have settled for the provided compensation that the Market President contributed. However, due to U-Haul's inability to provide quality customer service, and now over a month dealing with this issue, I am asking for full compensation. A company that becomes reactive to issues/problems will often lose their quality of service, and the ability to see the full picture because the representatives are likely "putting out the fires." If full compensation is provided I will no longer pursue this case, and I will move on as if nothing happened. However, if full compensation is not provided I will continue to make my story present on all social media platforms, and other sites that provide reviews of U-Haul. Thank you, -[redacted]
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.
July 31, 2015, I reserved a 10 foot truck to be picked up at carbon Mini Mart in Palmerton PA on Aug 14, 2015,and dropped off in Mechanicsburg pa on Aug 16, 2015. U-Haul agreed to this at the time of my reservation and gaveconfirmation number [redacted].U-haul was subsequently unable to honor the reservation and did not notify me until on or about Aug 13, 2015.The Reservation Guarantee on the U-Haul website states:"When you make a reservation, we guarantee to provide you with the equipment size, location , and pick up time as agreed".U-Haul clearly did not honor the agreement on this occasion.One day before my scheduled pick up, they offered a different size truck picked up from a different location than was previously agreed to.
Regards,
[redacted]
May 1, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Steve L[redacted], our President for our Saint Louis Regional Office, reviewed Mr. [redacted]’s recent comments and sent him another email in response:Hello Mr. [redacted], I saw you wrote back to the Revdex.com after receiving my email and refund of $123.85. I understand you are still not satisfied with the resolution. I believe the matter was handled fairly and unfortunately, our position remains the same. There is nothing more owed to you. I'm sorry we are unable to reach a resolution. Again, my office number is ###-###-#### or my cell ###-###-#### if you want to contact me. Thank you, Steve 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 29, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Iveth O[redacted], a Customer Service Senior Agent, reviewed Ms. [redacted]’s recent comments. He explained Ms. [redacted] was only charged for 14.8 miles and was unable to find a mileage discrepancy but would still like to discuss the issue with her. Mr. O[redacted] left two messages for Ms. [redacted] and hopes to hear back soon if not already. 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 Tell us why here...
March 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mike B[redacted], our President for our NW Colorado Regional Office, followed up on the information Mr. [redacted] provided. He informed our office the wiring was...
repaired and all other issues were addressed when Mr. [redacted] went to our U-Haul location in Boulder this past Saturday. 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#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Bren O[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’ recent comments and sent the following email in response: Good morning [redacted], I personally watched the video of the truck being cleaned as well as spoke to the agent that cleaned the truck when he arrived in the morning. There was no [redacted] purse or any other items removed from the truck. If you left it in there and did not lock the truck, that is not U-Haul liability. That is the customers as they are responsible for the equipment if they choose to drop off after hours, which is what you did. There is nothing we can do for you. Thank you. Bren 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 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Sharon H[redacted], our Executive Assistant for our Knoxville Regional Office, reviewed Ms. [redacted]’s recent comments. She asked we relay that U-Haul is a do-it-yourself moving company and our customers save money by doing so. Our Users Guide provides instructions, which includes direction to check all connections at every stop along the way. Ms. H[redacted] mentioned Ms. [redacted] moved over 900 miles, which would warrant the hookup to be checked during her move. She added that their decision in the matter remains the same.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
January 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our Hawaii Regional Office, reviewed the comments Mr. [redacted] relayed to your office. He informed our office he has left three separate messages for Mr. [redacted] requesting a return call. He would like the opportunity to personally speak to Mr. [redacted] to clear a few discrepancies in order to offer a resolution. Mr. [redacted] can be reached at ###-###-#### or direct at###-###-####. He also left his cell phone number when he left his messages for Mr. [redacted] and hopes to hear back from him 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,[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.
There are two problems with the response from U-Haul. First off they are continuing to destroy the credibility with me by basically calling me a liar. The provide horrible customer service, put me on the road with a piece of equipment that had major malfunctions and just try to hide it. No, the truck DID have electrical and braking issues. I was driving it down the interstate when the head[redacted]s failed, I mean really? Why would I complain about that if it were not true!?!? Next there response regarding the storage reservation is totally false. I walked the ENTIRE storage facility with the owner, [redacted], and they did not have one single unit available! Not large, not small not the one U-Haul allowed me to reserve. In their statement U-Haul says the facility did not have what I needed on such short notice, well then WHY did U-Haul let me reserve it? At this point I am demanding a full refund, I had a horrible moving experience thanks to U-Haul, they have failed over and over in this case and apparently refuse to accept responsibility, now I am being called a liar and the are making allegations of dishonesty against me as a customer. Their partial refund nor their statement is acceptable.
Regards,
[redacted]
September 13, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, reviewed Ms. [redacted]’s recent comments. She informed our office she left a message for Ms. [redacted] advising her that the charge for $37 has been removed and that all she will be charged is $2. 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 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Bharti U[redacted], our Traffic Manager for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted] provided and explained a message was left...
offering an apology for the inconvenience she experienced and advised her of a refund for the $50 Reservation Guarantee Fee. The refund was issued back to the Visa account listed on the document 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
Dear Revdex.com,I have never spoke with [redacted]. We never have refused anything. They have reimbursed for the truck rental, that is correct. The refund for the truck was about $2,400. We have not received any compensation since then. We used air mattresses to sleep on and had no furniture, clothes, towel, etc. We had nothing! I am sure the president of Uhaul is sleeping in his bed and not on an air mattress. How do you replace a home on $2,400. I had a beautiful home with the interior contents valued at about $350,000 under my insurance policy. I was asked to compile an insurance claim. How can you remember all of the contents of an almost 3000 sq. foot home, your belongings and belongings of four children. There are also the items that are priceless such as baby books, photos and letters from family members passed, as well as kids projects over the years. Also, to be in a truck that had a fire raging inside when you are driving with you four year old son is endangerment. We stopped at a gas station and that is when we realized there was a fire. My husband tried to contain it with a garden hose from the back of the gastation and I called 911.The fire company believed it was a dome light that caused the fire.All of our belongings were taken a way in a dumpster, it was horrible. It was not for three weeks until investigators got out there and the dome light had been ripped from the truck. Unbelievable! We have many photos of the incident. There were problems when we picked up the U Haul initially and it had to be delivered later but wiring was malfuntioning. This incident caused endangerment to my family by neglect. We spent six weeks trying to compile a claim after working ten hour days and was supposed to be an enjoyable time in our lives. Everything I worked and had the last 46 years is gone. I am asking for a respectful compensation as per what I had for coverage. The company clearly isn't concerned that we had to sleep on air mattresses and don't have the funds to replace our loss. I want to make sure this does not happen to anyone else. My home was valued at 565,000 with the interior contents at 350,000. I took out this policy for that reason! Also, I have left my phone number with the president of U Haul multiple times and out of respect he could have made a call to speak about this incident, however it never happened. Sincerely, [redacted]