February 7, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted]. Greg [redacted], our GM for our U-Haul Moving and Storage of Midtown, followed up on the information Ms. [redacted] provided. He informed our...
office a refund has been issued for the months’ rent that was charged. 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.
There was also a difference in price for dropping in Big Spring versus Lubbock and that money has not been refunded back to us as well if this ammount is refunded which is around 80 dollars it would resolve the situation
Regards,
[redacted]
March 30, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Tracy S[redacted], our Traffic Manager for our Chicago Western Suburbs Regional office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: Hello [redacted] ~ I have been trying to reach you in regards to your additional concerns and requests from the hitch installation completed at our Fox Valley location. Since I have been unable to get in contact with you, I thought I would reach out via email. In the letter we received, I understand that you are looking for a new replacement curt hitch and reimbursement for another company to install the new hitch. I would be happy to order a replacement hitch for your vehicle ~ please reply to this email with: • A copy of the original receipt for the hitch you purchased through curt & • The following details regarding your vehicle for confirmation ~ • Year • Make • Model • Any additional features I can also set up to have the old hitch removed for you at no cost through U-Haul. Once I receive this information I will reimburse you an additional $60.00 that you could use towards having another company install the new hitch. If you would like to discuss anything in further detail, please feel free to call me at ###-###-####. Thanks! Tracy Tracy S[redacted] Traffic Control Manager U-Haul Company of Chicago Western Suburbs, MCO 856 VoIP 85630###-###-#### local ###-###-#### [redacted]@uhaul.Com 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
Thank you for your concern for our customer Mrs. [redacted].
[redacted], our Executive Assistant for our Northern Louisiana Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and offered her apology for the inconvenience she...
experienced. They were also able to reach an amicable resolution. A refund for the extra mileage and the price of the auto-transport were issued in the amount of $123.19 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,
[redacted]
Executive Assistant
U-Haul International
You admitted in writing, in your email, that your calls show you promised us a prorate. Not a gift card. We already moved. A gift card is useless to us. We want our money back.
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.U-Haul states: While most facilities do accept debit, unfortunately we were not aware that yours did not, and for this I greatly apologize. It is definitely true that we should have this information readily available, but unfortunately we do not. I hope with your complaint soon we can move forward with improving our program to make it easier for our consumers such as yourself.As stated in my original complaint: Let me state emphatically [redacted] was very nice, helpful and accommodating. He stated his frustration as this is not the first time this type of situation has occurred with bookings through [redacted] U Haul. In fact it occurs on such a regular basis that he has informed his district manager several times of this problem and nothing has been done to rectify the problem.I feel their statement is an empty promise to correct it in the future as they have been informed by U-Haul in [redacted] where I had the order booked. And they now admit that they should have had the information as to the acceptance of debit readily available, but did not. Therefore goes back to my original request. Compensation for the $100.00 I am out as a result of the 2 hours delay (extra gas, travel time, paying Mr. [redacted] extra for his time) due to that. This I want as a cheque payable to me, not a redeemable certificate. If I had been informed when booking this entire situation would not have occurred.Statement in an email to me Dec 2, 2014from [redacted] (U-Haul District Manager [redacted]):There no other solution but maybe a certificate but would complicate the rental process more then ever.The fact that you may or not be on social assistance is none of our affairs and has no bearing on customer service .this is a matter that will be dealt with internal and hopeful corrected to prevent future mishap. A certificate has no face cash value but can be used towards UHaul rental,preferably at a corporate store but can be use at independent out Eats in some cases.I feel a customer's situation should be of their concern in order to satisfy that customer. And the statement that the certificate has no cash value and can be used at some independent out eats is insulting. The hundred dollars I am out would be 2 weeks of groceries on my budget, not a feel meal at some independent out eats in some cases. As well it is presumptuous to assume my dietary requirements include an out eats place. I still have to pay even more to move my stuff to the final location as a result of the delay I incurred as to their misinformation. See bullet 1.The amount of my time spent, run around from many U-Haul representatives and frustration incurred in order to get attention to this matter is disappointing. It demonstrates U-Haul has no business acumen whatsoever nor concern other customers having to wait due to their misinformation. And goes again to customer service and I refer to my original compliant:In fact one lady who had to wait met me outside as I took a much needed break before going back in the office to continue with the situation, stated to me they should be giving me that trailer for free. She also stated she will think twice about using U HAUL again and would never book through [redacted] U Haul. So your other customers are also not impressedI state again I want money for my rental returned to me as a cheque payable to me. $100.00 for the extra monies spent and a free weekend rental, which I will take as a certificate.[redacted]
while this maybe how things are done when advertising it says that trucks and vans are available for local and one way rentals. This is a bait and switch model. Do not advertise vans or picks alongside your moving trucks or place signs in or on the local only trucks that say that you can rent one way.
June 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Our records indicate a refund for $192.60 was issued back to Mr. [redacted]’s Visa account on May 5, 2015. The refund should have already posted to his credit card.
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
October 6, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for forwarding Mr. [redacted] recent comments to our office.
I am sorry to hear Mr. [redacted] has expressed displeasure with our reply. Our records indicate he was issued a refund for $110 on September 26th for the pads and dolly. The refund was issued back to his [redacted] account and should post on his next credit card statement.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
March 5, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], Senior Staff for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:
Hello [redacted], I...
tried calling you today. I have reseached your concerns regarding the Nova Scotia charges and could not see anything. Please email the statement showing them. The charges in B.C it looks like monthly UBox charge but you will need to contact them. The number is ###-###-####, and they should be able tell you why and explain the drop off information, as to why it was sent to another location. If you have any further questions, please email me and I will do my best to assist you. Thanks [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 Assistant
U-Haul International
October 22, 2014
Revdex.com ID# [redacted]
U-Haul Ref# [redacted]
Thank you again for your continued concern for our customer Mr. [redacted].
In an effort to bring closure, a supplemental refund check for his out of pocket expenses in the amount of $209.80 has been requested for Mr. [redacted]. He...
should receive the refund within the next 10 business days.
Thank you for your continued support.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
May 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mike Mann, our Executive Assistant for our Ohio Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: David, I...
have read your concern regarding your recent U-Haul Rental. I have issued the $17.00 refund as you have requested. You should see the credit to the card used for the rental in 3-5 business days. I also emailed you a receipt for your records. Sorry for the miscommunication on our end with checking the fuel level. I will work with the moving center to improve this area. Please feel free to contact me with any questions you may have. Mike M[redacted] Executive Assistant U-Haul of Ohio [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, Maria P[redacted] Executive Assistant U-Haul International
[redacted]
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]
September 11, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted].Brenda O[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’s recent comments. She relayed Ms. [redacted] drove her car off the lot with employee’s present. Ms. [redacted] wanted them to remove her car off the dolly but was declined. Her alleged damage happened after leaving the U-Haul lot. Ms. O[redacted] stated 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 InternationalTell us why here...
Yes, I was informed the hold would be put on my card. However, what was not explained was the hold would be in addition to the charges for the rental. I understood the hold would be placed until I came back with the vehicle. As I've stated before, this is a terrible business practice. I wouldn't have agreed to have double charges put on my bank card. I would've paid in cash and avoided any hold on my account.Once my vehicle is inspected and the final charges have gone through the hold should've been taken off my account for the $66.50. To not release the hold for 3-5 days is ridiculous and this WAS NOT EXPLAINED. Forget fine print. The representative should've made this explicitly clear. And further more, there is no clear and reasonable to answer for this hold.I will not be using UHaul again because of this highly skeptical business practice. Once again, it is customer beware. [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.
Regards,
[redacted] In response to your letter dated February 27, 2015, I would like to inform you what really happen with my phone conversation with [redacted] (U-Hauls Eastern Florida Regional Office). Mr. [redacted] did contact me to inquire on the hitch & wiring and if it was installed. I stated yes, I did get charged for installing the hitch, wiring & labor charge. Mr. [redacted] stated that I did not get charged for the labor on the hitch. I told Mr. [redacted] that he had been miss informed & I did get charged for the labor. At this point, I suggested that Mr. [redacted] look up the account and see that I did get charged. (Note: I felt I was being called a liar, so I gave Mr. [redacted] my credit card number & conformation number to look it up.) After looking up the account Mr. [redacted] stated that I indeed paid labor charges and that U-Haul would be sending a check for the labor charge. I still feelthat this case was very unprofessional and that U-Haul needs to get their facts before calling a customer. The sad part about this was that it was U-Haul’s “Eastern Florida Regional Manager”.
April 13, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers Mr. and Mrs. [redacted]. Tom B[redacted], our President for our North Orlando Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr and...
Mrs [redacted], As per my conversation with Mr [redacted] this morning, I wanted to supply the pictures and check in tags for the equipment you rented. The charge of $147.08 was not a double charge but a charge for equipment damage. Let me know if you have any questions after you review the pictures and attachments. I have included my manager of the check in location as well. 1) Front of the Receive and dispatch tag with your signature2) Back Side3) Damage responsibility form4) Receiving entity Check in tagTom B[redacted]President U-Haul co of N Orlando###-###-#### 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
October 14, 2016 Revdex.com ID#: 11753186 U-Haul Ref#: 1181266 Thank you for your continued concern for our customer Ms. [redacted]. Amber G[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided. She informed our office...
she reached out to our Storage Group and was assured Ms. [redacted]’ storage rate has been locked and will not increase. Our Storage Manager will contact Ms. [redacted], if not already, to advise her of 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 Assistant U-Haul International
Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and advised her of a refund for $700 as an adjustment on her rental....
The refund 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,[redacted]Executive AssistantU-Haul International
Attached are four of the nine pictures that Mr. B[redacted] at [redacted] took of the wiring job that the U-Haul dealer applied to my vehicle. Notice the one picture that the wire shows running the length of the vehicle underneath without any form of attachment like the use of Zip Ties or other to support this loose wire. As Mr. Thaddis M[redacted] Jr., the store General Manager who saw this photo said, "It should have never been done that way".Mr. B[redacted] indicated that it was a very poor job of installation and that the U-Haul company should be responsible for any cost that I / we incurred due to the failure of this wiring on our vehicle.So I continue to reject the denial from U-Haul local Gainesville, FL regional representative and their insurance company repwest that they say they are not at fault as they are the ones whom installed the wiring! I continue to say they are responsible for the failure and as Mr. B[redacted] indicated, any business like this should cover their failure to perform as required in a business environment. [redacted]
February 7, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted]. Greg [redacted], our GM for our U-Haul Moving and Storage of Midtown, followed up on the information Ms. [redacted] provided. He informed our...
office a refund has been issued for the months’ rent that was charged. 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.
There was also a difference in price for dropping in Big Spring versus Lubbock and that money has not been refunded back to us as well if this ammount is refunded which is around 80 dollars it would resolve the situation
Regards,
[redacted]
March 30, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Tracy S[redacted], our Traffic Manager for our Chicago Western Suburbs Regional office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: Hello [redacted] ~ I have been trying to reach you in regards to your additional concerns and requests from the hitch installation completed at our Fox Valley location. Since I have been unable to get in contact with you, I thought I would reach out via email. In the letter we received, I understand that you are looking for a new replacement curt hitch and reimbursement for another company to install the new hitch. I would be happy to order a replacement hitch for your vehicle ~ please reply to this email with: • A copy of the original receipt for the hitch you purchased through curt & • The following details regarding your vehicle for confirmation ~ • Year • Make • Model • Any additional features I can also set up to have the old hitch removed for you at no cost through U-Haul. Once I receive this information I will reimburse you an additional $60.00 that you could use towards having another company install the new hitch. If you would like to discuss anything in further detail, please feel free to call me at ###-###-####. Thanks! Tracy Tracy S[redacted] Traffic Control Manager U-Haul Company of Chicago Western Suburbs, MCO 856 VoIP 85630###-###-#### local ###-###-#### [redacted]@uhaul.Com 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
Thank you for your concern for our customer Mrs. [redacted].
[redacted], our Executive Assistant for our Northern Louisiana Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and offered her apology for the inconvenience she...
experienced. They were also able to reach an amicable resolution. A refund for the extra mileage and the price of the auto-transport were issued in the amount of $123.19 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,
[redacted]
Executive Assistant
U-Haul International
You admitted in writing, in your email, that your calls show you promised us a prorate. Not a gift card. We already moved. A gift card is useless to us. We want our money back.
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.U-Haul states: While most facilities do accept debit, unfortunately we were not aware that yours did not, and for this I greatly apologize. It is definitely true that we should have this information readily available, but unfortunately we do not. I hope with your complaint soon we can move forward with improving our program to make it easier for our consumers such as yourself.As stated in my original complaint: Let me state emphatically [redacted] was very nice, helpful and accommodating. He stated his frustration as this is not the first time this type of situation has occurred with bookings through [redacted] U Haul. In fact it occurs on such a regular basis that he has informed his district manager several times of this problem and nothing has been done to rectify the problem.I feel their statement is an empty promise to correct it in the future as they have been informed by U-Haul in [redacted] where I had the order booked. And they now admit that they should have had the information as to the acceptance of debit readily available, but did not. Therefore goes back to my original request. Compensation for the $100.00 I am out as a result of the 2 hours delay (extra gas, travel time, paying Mr. [redacted] extra for his time) due to that. This I want as a cheque payable to me, not a redeemable certificate. If I had been informed when booking this entire situation would not have occurred.Statement in an email to me Dec 2, 2014from [redacted] (U-Haul District Manager [redacted]):There no other solution but maybe a certificate but would complicate the rental process more then ever.The fact that you may or not be on social assistance is none of our affairs and has no bearing on customer service .this is a matter that will be dealt with internal and hopeful corrected to prevent future mishap. A certificate has no face cash value but can be used towards UHaul rental,preferably at a corporate store but can be use at independent out Eats in some cases.I feel a customer's situation should be of their concern in order to satisfy that customer. And the statement that the certificate has no cash value and can be used at some independent out eats is insulting. The hundred dollars I am out would be 2 weeks of groceries on my budget, not a feel meal at some independent out eats in some cases. As well it is presumptuous to assume my dietary requirements include an out eats place. I still have to pay even more to move my stuff to the final location as a result of the delay I incurred as to their misinformation. See bullet 1.The amount of my time spent, run around from many U-Haul representatives and frustration incurred in order to get attention to this matter is disappointing. It demonstrates U-Haul has no business acumen whatsoever nor concern other customers having to wait due to their misinformation. And goes again to customer service and I refer to my original compliant:In fact one lady who had to wait met me outside as I took a much needed break before going back in the office to continue with the situation, stated to me they should be giving me that trailer for free. She also stated she will think twice about using U HAUL again and would never book through [redacted] U Haul. So your other customers are also not impressedI state again I want money for my rental returned to me as a cheque payable to me. $100.00 for the extra monies spent and a free weekend rental, which I will take as a certificate.[redacted]
while this maybe how things are done when advertising it says that trucks and vans are available for local and one way rentals. This is a bait and switch model. Do not advertise vans or picks alongside your moving trucks or place signs in or on the local only trucks that say that you can rent one way.
June 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Our records indicate a refund for $192.60 was issued back to Mr. [redacted]’s Visa account on May 5, 2015. The refund should have already posted to his credit card.
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
October 6, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for forwarding Mr. [redacted] recent comments to our office.
I am sorry to hear Mr. [redacted] has expressed displeasure with our reply. Our records indicate he was issued a refund for $110 on September 26th for the pads and dolly. The refund was issued back to his [redacted] account and should post on his next credit card statement.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
March 5, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], Senior Staff for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:
Hello [redacted], I...
tried calling you today. I have reseached your concerns regarding the Nova Scotia charges and could not see anything. Please email the statement showing them. The charges in B.C it looks like monthly UBox charge but you will need to contact them. The number is ###-###-####, and they should be able tell you why and explain the drop off information, as to why it was sent to another location. If you have any further questions, please email me and I will do my best to assist you. Thanks [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 Assistant
U-Haul International
October 22, 2014
Revdex.com ID# [redacted]
U-Haul Ref# [redacted]
Thank you again for your continued concern for our customer Mr. [redacted].
In an effort to bring closure, a supplemental refund check for his out of pocket expenses in the amount of $209.80 has been requested for Mr. [redacted]. He...
should receive the refund within the next 10 business days.
Thank you for your continued support.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
May 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mike Mann, our Executive Assistant for our Ohio Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: David, I...
have read your concern regarding your recent U-Haul Rental. I have issued the $17.00 refund as you have requested. You should see the credit to the card used for the rental in 3-5 business days. I also emailed you a receipt for your records. Sorry for the miscommunication on our end with checking the fuel level. I will work with the moving center to improve this area. Please feel free to contact me with any questions you may have. Mike M[redacted] Executive Assistant U-Haul of Ohio [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, Maria P[redacted] Executive Assistant U-Haul International
[redacted]
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]
September 11, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted].Brenda O[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’s recent comments. She relayed Ms. [redacted] drove her car off the lot with employee’s present. Ms. [redacted] wanted them to remove her car off the dolly but was declined. Her alleged damage happened after leaving the U-Haul lot. Ms. O[redacted] stated 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 InternationalTell us why here...
Yes, I was informed the hold would be put on my card. However, what was not explained was the hold would be in addition to the charges for the rental. I understood the hold would be placed until I came back with the vehicle. As I've stated before, this is a terrible business practice. I wouldn't have agreed to have double charges put on my bank card. I would've paid in cash and avoided any hold on my account.Once my vehicle is inspected and the final charges have gone through the hold should've been taken off my account for the $66.50. To not release the hold for 3-5 days is ridiculous and this WAS NOT EXPLAINED. Forget fine print. The representative should've made this explicitly clear. And further more, there is no clear and reasonable to answer for this hold.I will not be using UHaul again because of this highly skeptical business practice. Once again, it is customer beware. [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.
Regards,
[redacted] In response to your letter dated February 27, 2015, I would like to inform you what really happen with my phone conversation with [redacted] (U-Hauls Eastern Florida Regional Office). Mr. [redacted] did contact me to inquire on the hitch & wiring and if it was installed. I stated yes, I did get charged for installing the hitch, wiring & labor charge. Mr. [redacted] stated that I did not get charged for the labor on the hitch. I told Mr. [redacted] that he had been miss informed & I did get charged for the labor. At this point, I suggested that Mr. [redacted] look up the account and see that I did get charged. (Note: I felt I was being called a liar, so I gave Mr. [redacted] my credit card number & conformation number to look it up.) After looking up the account Mr. [redacted] stated that I indeed paid labor charges and that U-Haul would be sending a check for the labor charge. I still feelthat this case was very unprofessional and that U-Haul needs to get their facts before calling a customer. The sad part about this was that it was U-Haul’s “Eastern Florida Regional Manager”.
April 13, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers Mr. and Mrs. [redacted]. Tom B[redacted], our President for our North Orlando Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr and...
Mrs [redacted], As per my conversation with Mr [redacted] this morning, I wanted to supply the pictures and check in tags for the equipment you rented. The charge of $147.08 was not a double charge but a charge for equipment damage. Let me know if you have any questions after you review the pictures and attachments. I have included my manager of the check in location as well. 1) Front of the Receive and dispatch tag with your signature2) Back Side3) Damage responsibility form4) Receiving entity Check in tagTom B[redacted]President U-Haul co of N Orlando###-###-#### 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
October 14, 2016 Revdex.com ID#: 11753186 U-Haul Ref#: 1181266 Thank you for your continued concern for our customer Ms. [redacted]. Amber G[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided. She informed our office...
she reached out to our Storage Group and was assured Ms. [redacted]’ storage rate has been locked and will not increase. Our Storage Manager will contact Ms. [redacted], if not already, to advise her of 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 Assistant U-Haul International
Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and advised her of a refund for $700 as an adjustment on her rental....
The refund 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,[redacted]Executive AssistantU-Haul International
Attached are four of the nine pictures that Mr. B[redacted] at [redacted] took of the wiring job that the U-Haul dealer applied to my vehicle. Notice the one picture that the wire shows running the length of the vehicle underneath without any form of attachment like the use of Zip Ties or other to support this loose wire. As Mr. Thaddis M[redacted] Jr., the store General Manager who saw this photo said, "It should have never been done that way".Mr. B[redacted] indicated that it was a very poor job of installation and that the U-Haul company should be responsible for any cost that I / we incurred due to the failure of this wiring on our vehicle.So I continue to reject the denial from U-Haul local Gainesville, FL regional representative and their insurance company repwest that they say they are not at fault as they are the ones whom installed the wiring! I continue to say they are responsible for the failure and as Mr. B[redacted] indicated, any business like this should cover their failure to perform as required in a business environment. [redacted]