November 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Shyleen D[redacted], our Executive Assistant for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided and she sent him...
the following email in response: Hello [redacted], I apologize that you haven't been able to resolve your issues with your hitch. Could you please email me a copy of your invoice for the repairs. I will try to resolve this as quick and seamless as possible Thank 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 m[redacted]er to our [redacted]ention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
May 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted] David R[redacted], our President for our Detroit Regional Office, reviewed Ms. [redacted] recent comments. He relayed a mutual agreement was made on the value of Ms. [redacted]’ missing items. A refund for the cost she paid for storing with U-Haul was issued along with $1000 for Safestor Protection Coverage and $3,200 for missing items. Ms. [redacted] agreed to sign a letter of release prior to collecting the settlement. 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
February 5, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Crystal D[redacted], our Traffic Manager for our Northwest Dallas Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she...
can beat the [redacted] rate on the U-Haul truck at $1700. [redacted] is asking $1799. If Mr. [redacted] has other questions, he can reach Ms. D[redacted] at ###-###-#### or direct at ###-###-####. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
April 2, 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. She informed our office she personally addressed his rental concerns...
with both Mr. and Mrs. [redacted]. She checked several rentals before and after their rental and found no discrepancies in the mileage. Ms. [redacted] went as far as viewing the security camera to make sure the truck was not being used by a system member who did not document the odometer readings. Her researched showed the mileage is correct on Mr. [redacted]’s contract and relayed that a refund was not warranted.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 22, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Joey C[redacted], our President for our Richmond Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her...
voice mail. He left a message for a return call and planned to offer a free month of storage. He hopes to hear from her soon if not already.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent information Ms. [redacted] relayed to your office. He explained Ms. [redacted] does not have a phone so the only communication they have been able to have is via email. They have been trying to come up with a resolution, however, every time they ask her via email to call to discuss how we can reach an agreement, Mr. [redacted] relayed that Ms. [redacted] responds that there is nothing they can do and refused to talk to his office. He assured our office they followed proper and legal steps when it came to a point they needed to auction Ms. [redacted]’s items she had in storage. Mr. [redacted] also relayed they gave Ms. [redacted] multiple opportunities to come up with a settlement before the auction. They wanted to see if we could do a settlement form and have her move out or do a payment plan, which was unsuccessful. Payment for the units were not received for many months. Finally, five days before the auction, Ms. [redacted] said she would come in the day before the auction to make a payment and set up a payment plan, however, she did not. Although unfortunate, Mr. [redacted] stated they tried to do everything to help Ms. [redacted] with the situation.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
September 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. Van D[redacted]. Brenda O[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. Van D[redacted] provided. She informed our office she...
spoke to Ms. Van D[redacted] and offered her apology for problems she encountered. She advised Ms. Van D[redacted] a refund for $350.72 was issued back to her American Express account on September 8th and should post on her next credit card statement. As we value Ms. Van D[redacted] as a customer, Ms. O[redacted] also sent her a $50 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. 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] U-Haul International
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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.
During the phone call in question, the representative was rude, could not give a straight answer, and said nothing could be done about any of the problems without confirmation of the quote. Immediately following that phone call, I went to the local uhaul office and acquired confirmation of the quote. I then contracted uhaul to inform them of this. At that point the uhal representative did their best to side step the issue and place blame on another district/office and said that there was nothing they could do about it. They made a big deal on the initial phone call about how nothing could be done without proof of a quote, I acquire proof the quote, then they say they can't do anything. They then tried to say that they had no records of us contacting uhaul on our moving day concerning the number of boxes and again tried to shift around blame and avoid any kind of responsibility. After they indicated they couldn't find any records of calls from my phone number. I informed them it was my wife that called as I was busy dealing with the move, and gave them her number. They said they would look up the calls in their system from that number and would call me early the next week. They never called. Note that it was the second phone call, the one where I informed the rep that I had proof of the quote, that they denied having records of us calling about a third box. Also, we shouldn't of even needed to provide proof as the price could be pulled up if you placed an order (we couldn't do that due to uhaul "system problems" that prevented us from seeing any online options and had to rely on what we were being told by uhaul, it even took several days for them to book the option we ended up using due to "system problems").When the uhaul representative said we should have called about a third box, I informed her we did and that we were informed there were not boxes available. She then said that we should have known boxes were in neighboring cities (over an hour away round trip). She attempted to blame us for not knowing information we had no way of knowing at the time unless told by uhaul. The entire conversation was her trying to avoid any kind of responsibility on the part of uhaul.Following this, we had disputed a charge for an extra ubox rental fee with American Express. We thought we had been charged twice for the box we needed to extend rental of. The system at the time (like so many times) was experiencing "system problems" and the local representative couldn't tell exactly what the charge was for. It turns out we were not charged twice for the box we had to extend, but were charged for a box that was still within its rental window. Not only that, they send [redacted] documents to depute the claim with an inaccurate date that just so happened to support their claim. Luckily we had a copy of the original and are re-disputing the charge.
Regards,
[redacted]
April 12, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Roderick J[redacted], our GM for our U-Haul Moving and Storage at Candlestick, followed up on the information Ms. [redacted] provided. He informed our office, after reviewing the information...
further, he found there was an error in the pick up from the shipper and also found the initial reservation was set up for delivery in Springfield, VA when in fact it should have been Washington DC. Mr. J[redacted] mentioned his location did not change the receiving location but believes Ms. [redacted] entered the destination. Nevertheless, he did issue a refund for the 4 days of being late on delivery and an additional $50 in the interest of customer good faith. The refund for $250 should post on Ms. [redacted]’s next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
October 9, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental contract.
[redacted], our Traffic Manager for our South Bay Regional Office located in Freemont, CA, followed up on the information...
Ms. [redacted] provided. She advised our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced. She also explained she would issue a refund for $1,400 as an adjustment on their rental. Ms. [redacted] provided her telephone number for any further concerns or assistance.
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
December 29, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Ryan C[redacted], our GM for our U-Haul Moving and Storage of Hamilton, followed up on the information Ms. [redacted] provided. He informed our office he attempted to...
speak to Ms. [redacted] but was unable to reach her by phone. He sent the following email in response instead: [redacted], We are putting the 15.00 on your account as a credit. Sorry for any problems. Thanks, Ryan 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
May 11, 2016 Revdex.com ID#: 11409581 U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. L[redacted]. Lisa R[redacted], our Executive Assistant for our Riverside Regional Office, followed up on the information Mr. L[redacted] provided. She informed our office the hitch and wiring were installed on Mr....
L[redacted] vehicle as well as the brake controller. However, due to the location of the switch under the dash of the vehicle requiring removal of complete interior of driver’s side under the dash and we are not able to remove this, Mr. L[redacted] was informed to take his vehicle to a Porsche dealership or automotive repair facility familiar with his vehicle to complete the installation of the brake controller. Since we were unable to complete the work, the labor was completely deducted for installation of the brake controller. Ms. R[redacted] relayed Mr. L[redacted] came into our U-Haul Center, took the keys to his vehicle and literally ran out to his vehicle and left without paying the bill. A police report was filed for theft. The police advised U-Haul to bill the credit card the appropriate fee since Mr. L[redacted] signed for the service to be done. Mr. L[redacted] is not due a refund. 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
August 21, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Allen L[redacted], our President for our Maryland Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and advised of a...
refund for $167.37 for the inconvenience of moving her 26-foot truck reservation. Ms. [redacted] expressed her satisfaction with the arrangement.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
My concern with the business's response at this stage, is the lack of acknowledgement or expressed awareness in their responsibility for the issue. If their business goal was to help connect customers with movers and moving helpers, then why not simply provide customers with the business's direct contact information. In this way, customers could call the businesses directly to make the arrangements and confirm availability. Instead, U-Haul collects payment from the customer up front, without making or allowing the customer any interaction with the moving companies first in order to ensure their availability to provide services. They do not contact the moving company for the customer to ensure this availability, and they do not provide the customer the appropriate contact information so they can call the moving company first before making the purchase. In this way, U-Haul undoubtedly ensures they can collect on the sales (either directly or indirectly, in order to profit in some way). In this regard, they distribute the funds to the movers by only providing the customer with a numbered code to give to the moving help after services are rendered. This code allows release of these funds to the movers from U-Haul. The practice only seems appropriate of U-Haul if they can in some way ensure the availability of the movers to provide the service before collecting payment from the customer. After I was told 3 days before my move that the movers were unavailable, I had to pay extra costs to book an alternative mover on shorter notice. Even then, this alternate mover was also unavailable, which I was informed 2 days before my move. U-Haul had also collected these additional funds. Finally, I was able to book help for the 3rd time, at even more costs (for similar reasons again) - and U-Haul collected even more funds from me. Please see attached, photos of the emailed receipts from U-Haul for these 2 second purchases, each at escalating prices.
March 31, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Shyleen D[redacted], our Executive Assistant for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided and relayed the following...
email was sent to him by email: Hello, I am contacting you in regards to your customer service file [redacted], and your Revdex.com file. I apologize that you didn't receive a response from the Area Field Manager since his initial contact with you. I have refunded your credit card the $25.70 as per your request. Please allow 3-5 business days for this to reflect on your statement. For future reference, we ask our clients to use the fuel chart provided on your contract, and to only fill up to the Full line. Often, its easy to fill past the mark until a click is heard and the result is paying for more fuel than is neccessary. I apologize for the length of time it has ta[redacted] to resolve this concern. Should you have any further questions or concerns, please don't hesitate to contact us. Have a great day! Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...
October 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Assistant GM for our U-Haul of Oakland, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for...
the fuel charge. He also assured our office he would discuss the matter with his Center staff to ensure proper policies are being followed locally.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
Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Southern Georgia Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello Mr. [redacted]I am responding to your letter to the Better Business...
Bureau regarding your recent rental with us. Since I am the Executive Assistant for the Regional Office for U-Haul Company of Southern Georgia, it was given to me to respond to and resolve.I realize that they only give you so much space in order to voice your complaint and you did a good job; however, you failed to mention some of the positive aspects of your rental. I would think that the 190 extra miles you were given and the 10% military discount that was given to you up front (by GM [redacted]) in order to bring the price of your truck down from $290 to $ 261 - were definitely noteworthy.We also promised to process a $ 50.00 Reservation Guarantee since you had to travel somewhere other than your preferred pick up location to pick up your truck. After reading in your complaint that it was never processed, I processed it today for you. The $ 50.00 should be on your card within 3 to 5 business days, depending on your financial institution's policies and procedures. Please accept our apology for this not being done sooner. Two employees were working on it and apparently they both thought the other was processing it.I have also emailed a $ 20.00 VIP coupon to this email address so please be sure to check your spam, as it will probably end up there. These coupons are accepted at all of our locations across the United States and Canada. They are accepted the same as cash and can be used towards your next rental, storage, propane, buying any moving supplies of your choice, and anything that U-Haul rents or sells. They are also transferable, making an excellent gift for anyone on your gift list!We appreciate your business and look forward to serving you again soon!Kind regards,[redacted],Executive AssistantU-Haul Company of Southern GeorgiaOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
November 3, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. James F[redacted], our Area Field Manager for our East Sacramento Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he...
spoke to Ms. [redacted] and advised her of a refund for $150 as an adjustment on her rental due to the experience she incurred at our Hayward U-Haul location. The refund was issued back to her Visa 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 Assistant U-Haul International
November 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Shyleen D[redacted], our Executive Assistant for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided and she sent him...
the following email in response: Hello [redacted], I apologize that you haven't been able to resolve your issues with your hitch. Could you please email me a copy of your invoice for the repairs. I will try to resolve this as quick and seamless as possible Thank 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 m[redacted]er to our [redacted]ention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
May 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted] David R[redacted], our President for our Detroit Regional Office, reviewed Ms. [redacted] recent comments. He relayed a mutual agreement was made on the value of Ms. [redacted]’ missing items. A refund for the cost she paid for storing with U-Haul was issued along with $1000 for Safestor Protection Coverage and $3,200 for missing items. Ms. [redacted] agreed to sign a letter of release prior to collecting the settlement. 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
February 5, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Crystal D[redacted], our Traffic Manager for our Northwest Dallas Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she...
can beat the [redacted] rate on the U-Haul truck at $1700. [redacted] is asking $1799. If Mr. [redacted] has other questions, he can reach Ms. D[redacted] at ###-###-#### or direct at ###-###-####. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International
April 2, 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. She informed our office she personally addressed his rental concerns...
with both Mr. and Mrs. [redacted]. She checked several rentals before and after their rental and found no discrepancies in the mileage. Ms. [redacted] went as far as viewing the security camera to make sure the truck was not being used by a system member who did not document the odometer readings. Her researched showed the mileage is correct on Mr. [redacted]’s contract and relayed that a refund was not warranted.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 22, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Joey C[redacted], our President for our Richmond Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her...
voice mail. He left a message for a return call and planned to offer a free month of storage. He hopes to hear from her soon if not already.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent information Ms. [redacted] relayed to your office. He explained Ms. [redacted] does not have a phone so the only communication they have been able to have is via email. They have been trying to come up with a resolution, however, every time they ask her via email to call to discuss how we can reach an agreement, Mr. [redacted] relayed that Ms. [redacted] responds that there is nothing they can do and refused to talk to his office. He assured our office they followed proper and legal steps when it came to a point they needed to auction Ms. [redacted]’s items she had in storage. Mr. [redacted] also relayed they gave Ms. [redacted] multiple opportunities to come up with a settlement before the auction. They wanted to see if we could do a settlement form and have her move out or do a payment plan, which was unsuccessful. Payment for the units were not received for many months. Finally, five days before the auction, Ms. [redacted] said she would come in the day before the auction to make a payment and set up a payment plan, however, she did not. Although unfortunate, Mr. [redacted] stated they tried to do everything to help Ms. [redacted] with the situation.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
September 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. Van D[redacted]. Brenda O[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. Van D[redacted] provided. She informed our office she...
spoke to Ms. Van D[redacted] and offered her apology for problems she encountered. She advised Ms. Van D[redacted] a refund for $350.72 was issued back to her American Express account on September 8th and should post on her next credit card statement. As we value Ms. Van D[redacted] as a customer, Ms. O[redacted] also sent her a $50 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. 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] U-Haul International
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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.
During the phone call in question, the representative was rude, could not give a straight answer, and said nothing could be done about any of the problems without confirmation of the quote. Immediately following that phone call, I went to the local uhaul office and acquired confirmation of the quote. I then contracted uhaul to inform them of this. At that point the uhal representative did their best to side step the issue and place blame on another district/office and said that there was nothing they could do about it. They made a big deal on the initial phone call about how nothing could be done without proof of a quote, I acquire proof the quote, then they say they can't do anything. They then tried to say that they had no records of us contacting uhaul on our moving day concerning the number of boxes and again tried to shift around blame and avoid any kind of responsibility. After they indicated they couldn't find any records of calls from my phone number. I informed them it was my wife that called as I was busy dealing with the move, and gave them her number. They said they would look up the calls in their system from that number and would call me early the next week. They never called. Note that it was the second phone call, the one where I informed the rep that I had proof of the quote, that they denied having records of us calling about a third box. Also, we shouldn't of even needed to provide proof as the price could be pulled up if you placed an order (we couldn't do that due to uhaul "system problems" that prevented us from seeing any online options and had to rely on what we were being told by uhaul, it even took several days for them to book the option we ended up using due to "system problems").When the uhaul representative said we should have called about a third box, I informed her we did and that we were informed there were not boxes available. She then said that we should have known boxes were in neighboring cities (over an hour away round trip). She attempted to blame us for not knowing information we had no way of knowing at the time unless told by uhaul. The entire conversation was her trying to avoid any kind of responsibility on the part of uhaul.Following this, we had disputed a charge for an extra ubox rental fee with American Express. We thought we had been charged twice for the box we needed to extend rental of. The system at the time (like so many times) was experiencing "system problems" and the local representative couldn't tell exactly what the charge was for. It turns out we were not charged twice for the box we had to extend, but were charged for a box that was still within its rental window. Not only that, they send [redacted] documents to depute the claim with an inaccurate date that just so happened to support their claim. Luckily we had a copy of the original and are re-disputing the charge.
Regards,
[redacted]
April 12, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Roderick J[redacted], our GM for our U-Haul Moving and Storage at Candlestick, followed up on the information Ms. [redacted] provided. He informed our office, after reviewing the information...
further, he found there was an error in the pick up from the shipper and also found the initial reservation was set up for delivery in Springfield, VA when in fact it should have been Washington DC. Mr. J[redacted] mentioned his location did not change the receiving location but believes Ms. [redacted] entered the destination. Nevertheless, he did issue a refund for the 4 days of being late on delivery and an additional $50 in the interest of customer good faith. The refund for $250 should post on Ms. [redacted]’s next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International
We do not have the slip showing that the levels were correct because the UHAUL employee kept the paperwork.
October 9, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental contract.
[redacted], our Traffic Manager for our South Bay Regional Office located in Freemont, CA, followed up on the information...
Ms. [redacted] provided. She advised our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced. She also explained she would issue a refund for $1,400 as an adjustment on their rental. Ms. [redacted] provided her telephone number for any further concerns or assistance.
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
December 29, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Ryan C[redacted], our GM for our U-Haul Moving and Storage of Hamilton, followed up on the information Ms. [redacted] provided. He informed our office he attempted to...
speak to Ms. [redacted] but was unable to reach her by phone. He sent the following email in response instead: [redacted], We are putting the 15.00 on your account as a credit. Sorry for any problems. Thanks, Ryan 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
May 11, 2016 Revdex.com ID#: 11409581 U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. L[redacted]. Lisa R[redacted], our Executive Assistant for our Riverside Regional Office, followed up on the information Mr. L[redacted] provided. She informed our office the hitch and wiring were installed on Mr....
L[redacted] vehicle as well as the brake controller. However, due to the location of the switch under the dash of the vehicle requiring removal of complete interior of driver’s side under the dash and we are not able to remove this, Mr. L[redacted] was informed to take his vehicle to a Porsche dealership or automotive repair facility familiar with his vehicle to complete the installation of the brake controller. Since we were unable to complete the work, the labor was completely deducted for installation of the brake controller. Ms. R[redacted] relayed Mr. L[redacted] came into our U-Haul Center, took the keys to his vehicle and literally ran out to his vehicle and left without paying the bill. A police report was filed for theft. The police advised U-Haul to bill the credit card the appropriate fee since Mr. L[redacted] signed for the service to be done. Mr. L[redacted] is not due a refund. 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
August 21, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Allen L[redacted], our President for our Maryland Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and advised of a...
refund for $167.37 for the inconvenience of moving her 26-foot truck reservation. Ms. [redacted] expressed her satisfaction with the arrangement.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
My concern with the business's response at this stage, is the lack of acknowledgement or expressed awareness in their responsibility for the issue. If their business goal was to help connect customers with movers and moving helpers, then why not simply provide customers with the business's direct contact information. In this way, customers could call the businesses directly to make the arrangements and confirm availability. Instead, U-Haul collects payment from the customer up front, without making or allowing the customer any interaction with the moving companies first in order to ensure their availability to provide services. They do not contact the moving company for the customer to ensure this availability, and they do not provide the customer the appropriate contact information so they can call the moving company first before making the purchase. In this way, U-Haul undoubtedly ensures they can collect on the sales (either directly or indirectly, in order to profit in some way). In this regard, they distribute the funds to the movers by only providing the customer with a numbered code to give to the moving help after services are rendered. This code allows release of these funds to the movers from U-Haul. The practice only seems appropriate of U-Haul if they can in some way ensure the availability of the movers to provide the service before collecting payment from the customer. After I was told 3 days before my move that the movers were unavailable, I had to pay extra costs to book an alternative mover on shorter notice. Even then, this alternate mover was also unavailable, which I was informed 2 days before my move. U-Haul had also collected these additional funds. Finally, I was able to book help for the 3rd time, at even more costs (for similar reasons again) - and U-Haul collected even more funds from me. Please see attached, photos of the emailed receipts from U-Haul for these 2 second purchases, each at escalating prices.
March 31, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Shyleen D[redacted], our Executive Assistant for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided and relayed the following...
email was sent to him by email: Hello, I am contacting you in regards to your customer service file [redacted], and your Revdex.com file. I apologize that you didn't receive a response from the Area Field Manager since his initial contact with you. I have refunded your credit card the $25.70 as per your request. Please allow 3-5 business days for this to reflect on your statement. For future reference, we ask our clients to use the fuel chart provided on your contract, and to only fill up to the Full line. Often, its easy to fill past the mark until a click is heard and the result is paying for more fuel than is neccessary. I apologize for the length of time it has ta[redacted] to resolve this concern. Should you have any further questions or concerns, please don't hesitate to contact us. Have a great day! Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...
October 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Assistant GM for our U-Haul of Oakland, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for...
the fuel charge. He also assured our office he would discuss the matter with his Center staff to ensure proper policies are being followed locally.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
Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Southern Georgia Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello Mr. [redacted]I am responding to your letter to the Better Business...
Bureau regarding your recent rental with us. Since I am the Executive Assistant for the Regional Office for U-Haul Company of Southern Georgia, it was given to me to respond to and resolve.I realize that they only give you so much space in order to voice your complaint and you did a good job; however, you failed to mention some of the positive aspects of your rental. I would think that the 190 extra miles you were given and the 10% military discount that was given to you up front (by GM [redacted]) in order to bring the price of your truck down from $290 to $ 261 - were definitely noteworthy.We also promised to process a $ 50.00 Reservation Guarantee since you had to travel somewhere other than your preferred pick up location to pick up your truck. After reading in your complaint that it was never processed, I processed it today for you. The $ 50.00 should be on your card within 3 to 5 business days, depending on your financial institution's policies and procedures. Please accept our apology for this not being done sooner. Two employees were working on it and apparently they both thought the other was processing it.I have also emailed a $ 20.00 VIP coupon to this email address so please be sure to check your spam, as it will probably end up there. These coupons are accepted at all of our locations across the United States and Canada. They are accepted the same as cash and can be used towards your next rental, storage, propane, buying any moving supplies of your choice, and anything that U-Haul rents or sells. They are also transferable, making an excellent gift for anyone on your gift list!We appreciate your business and look forward to serving you again soon!Kind regards,[redacted],Executive AssistantU-Haul Company of Southern GeorgiaOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
November 3, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. James F[redacted], our Area Field Manager for our East Sacramento Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he...
spoke to Ms. [redacted] and advised her of a refund for $150 as an adjustment on her rental due to the experience she incurred at our Hayward U-Haul location. The refund was issued back to her Visa 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 Assistant U-Haul International