Richard C[redacted], our President for our Gainesville Regional Office, reviewed Mr. [redacted]'s information. After discussing the pictures with our GM, they concluded that was not the work they performed on Mr. [redacted]'s vehicle and the fact it was not brought to our attention until many months later. Mr. C[redacted] relayed that he will not approve the claim and will not continue to revisit it again.Thank you for your continued support.Maria P[redacted]U-Haul International
October 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our Orlando Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office, although he feels we are not responsible for the damage, he has since contacted Ms. [redacted] and will pay the claim in order to bring closure.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
the explanation does not pertain to their gurantee they lied and duds nor honor their written binding contract upon me making my reservation they owe me $50. And an addiitional $250.00 for the changes which caused fees to me for not having the truck size and pick up place available according to their Legally binding written gurantee.
June 21, 2016 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Elijah M[redacted], our President for our Coastal South Carolina Regional Office, followed up on the information Ms. [redacted] provided. He informed or office her claim...
was approved through RepWest Insurance Company. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International Tell us why here...
July 14, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms....
[redacted] explaining the refund he issued for $25.50 back to her [redacted] account. The refund should post on her next credit card statement. He also provided his telephone number if she had any further questions and sent her an email with the same information.
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
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]
August 25, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Angela C[redacted], our GM for our U-Haul Moving and Storage at Kanis Rd., followed up on the information Ms. [redacted] provided. She informed our office she had contacted...
Ms. [redacted] and explained when they attempted to charge her credit card on the return of the rental, the card was declined so the contract was placed on a Promissory Note. Ms. [redacted] acknowledged she received the Note by email. Because payment was not made within seven days, the account was sent for collection. A $30 Service Fee was added to the balance. Ms. [redacted] relayed to Ms. C[redacted] she had the funds in her account and was not sure why the charge did not go through. When Ms. C[redacted] spoke to Ms. [redacted], Ms. [redacted] stated we documented the wrong expiration date for her credit card, which caused the charge to be declined by her credit card company. However, Ms. C[redacted] advised our office the card was swiped for her rental and not physically typed. In the interest of customer good faith, a refund for the $30 Service Fee was issued back to Ms. [redacted]’ Visa account. The refund should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive 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.Since U-haul was the company we placed the order with and it was U-haul that we paid the money for the mover, U-haul should be held responsible for non delivery of services and all the diificulties faced by the customer. We feel that this is not good customer service to simply say it is someone elses responsibility. The moving helper services were advertised, ordered and paid for on U-haul.com so it is U-haul who should be responsible. Please see the attached U-haul reservation which clearly shows the moving helper.
Regards,
[redacted]
June 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Angelique F[redacted], our Executive Assistant for our Northern New Jersey Regional Office, followed up on the information Mr. [redacted] provided. She informed our office...
she spoke to Mr. [redacted] and assured him she found no issues with the U-Haul truck he rented as far as mileage or fuel on prior rentals as well as after his rental. In the interest of customer good faith, Ms. F[redacted] relayed she issued him a refund for $250 as a final resolution. 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
totally unacceptable answer. I will be receiving the truck guarantee refund but I drove for the 2 hours to get the replacement truck instead of using the moving help I booked & paid for through Uhaul. Due to your inability to provide the truck as promised, I am out $200 & I expect to be compensated a little more that $50.
As stated in U-Haul's reply to my complaint, they did initiate contact regarding my Revdex.com complaint AFTER I submitted my complaint. Having previously spent a lot of time on the telephone with CT Central Reservations and Customer Relations prior to and after my move, without resolution, I have no interest in further conversation with U-Haul agents (this is why I contacted the Revdex.com for help) and therefore I did not return the agent's recent telephone calls. U-Haul has access to the same documentation surrounding the events described in my complaint (i.e., contracts, subsequent conversations, complaints filed, etc.), which they can use to verify and investigate my claim. From, there, they can either chose to acknowledge their error, issue a refund, and retain my business, or do otherwise, and lose my business. The ball is in their court, so to speak.
in response to U Haul: yes it was 30 days before I filed with their insurance company. When I had arrived from Sacramento area, we directly went to the Prescott U-haul location to get help unloading my car from the dolly. It was getting dark so we then drove the car and truck back to Chino Valley. My car was placed in the garage the truck was unloaded and then returned to u- Haul. I then travel back to CA to finish some business I retuned 2 weeks later, then started driving my car. The damage became more evedent to me when the crack under the bumper spread and became more visible. Also I then saw the separation of the bumper on the sides of the car. At that time I went to talk with the manager and he was not available. I returned agin the next week and then spoke with an employee who gave me a number to call to put in a claim. Meanwhile I went to Beals for an estimate on the damage, which I then sent to the adjuster assigned to my claim. This has drawn out and it is very evedent that the damage to my car was due to it dropping when the ramps did not slide out as required. I have talked to the new manager at the Prescott u- Haul and have been told that the 2 employees that helped unload my car are no longer employed there. I feel that U- Haul and their Insurance company are not doing the right thing by denighing this claim. Thank you Revdex.com for your assistance but I think it is time for me to take this issue to small claims court. Virginia [redacted]
January 28, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you again for your continued concern for our customers Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our Central North Carolina Regional Office, advised our office they have found no evidence supporting Mr. and Mrs. [redacted]’s claim. Mr. [redacted] mentioned that several inconsistencies in the version of events have been brought to his attention. Mr. or Mrs. [redacted] claimed to have attempted to submit their existing paperwork to the military for reimbursement, knowing that a weight ticket was needed and have run into a block in having their reimbursement approved. It makes no sense for them to come to us at this time to obtain a weight ticket that they state was initially promised to them. Mr. [redacted] withheld from Mr. [redacted] that he was no present for the initial contract as he was deployed. The contract was handled by his wife. This information does not match the number of details explained to Mr. [redacted] previously. Our U-Haul Center staff advised Mr. [redacted] that Mr. or Mrs. [redacted] relayed a female employee promised a weight ticket would be obtained, however, they told Mr. [redacted] that a male employee promised the weight ticket. After a careful research of the information and the fact that much of the details are contradictory, combined with lack of any evidence to support their claim, we have reached the decision to decline any form of reimbursement to Mr. and Mrs. [redacted].
Thank you for bringing this matter to our attention and for your continued support.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
November 3, 2016U-Haul Ref#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Tracy S[redacted], our Traffic Manager for our Chicago Western Suburbs Regional Office, followed up on theinformation Mrs. [redacted] provided and had the following email conversation with her:Good morning! I have left you a couple of voicemails in regarding to a recent rental from our Fox Valley location, Iwas made aware of some issues that occurred and that you were looking for reimbursement. I wanted to let you knowI did go ahead and process a refund for you in the amount of $129.95 ~ $54.95 for the rental of the auto transport,$25.00 for the hitch receiver and an additional $50.00 for all of you inconveniences with this rental. If you couldplease reply to this email to let me know if this resolution is to your satisfaction... And/or if there is anything else Icould do to assist you. This experience is not typical for U-Haul, and I do hope you will give us an opportunity to helpyou with a move in the future. Sincerely, Tracy S[redacted] Traffic Control Manager U-Haul Company of Chicago WesternSuburbs, [redacted]###-###-#### local ###-###-#### Tracy_s[redacted]@uhaul.comGood evening Tracy! I'm sorry I haven't responded through voicemails that you have left me but I work from 7am-4:30pm and it's hard for me to answer my phone while at work, I appreciate everything that you have done with ourexperience with our auto transport situation that went terrible wrong from the beginning, I just want you to be awarethat come next year in March or April I will be doing this again and hope that I have a better experience the 2nd timearound and won't have to go through this again. Thanks again for you help with this matter! [redacted]Okay great! Thanks for your reply! Please do not hesitate to contact me if there is anything else I can help you with.Thanks! TracyOur customers are very important to us and we regret to hear of situations that cause problems forthem. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International
April 3, 2018 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. Dunn. Steve Langford, our President for our Saint Louis Regional Office, followed up on the information Ms. Dunn provided. He informed our office Ms. Dunn was contacted and a message...
left advising her of a refund for $35 that was issued back to her Visa account. The refund should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria PalmisanoExecutive AssistantU-Haul International
February 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for customer Mr. [redacted] Our Eastern New York Regional Office followed up on the information Ms. [redacted] provided. I was informed a refund for $74.50 was issued back to...
their [redacted] account on February 13th along with an additional refund for $10.50 issued today. Both refunds should post on their 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
Uhaul wants me to file a police report on this item. I requested a contract with a signature from them per my local police department, yet they have not been able to respond. My local police department asked why they want me to file an Identity theft report on a rental that they can't prove exists. Without a rental agreement with a signature I am unable to provide the Identity theft report they request. So they are unwilling to help me to resolve this issue. Uhaul has a number of discrepancies on there that show I was not the one who rented the truck. Examples include my Arizona drivers license has always had an expiration date of 2038, age 65, but their records show 2012. Arizona has all drivers expiration at age 65. Second the phone number does not match any number I have had. Third example the record shows a local rental in Las Vegas , but the mileage was 428, which is way to high for an in town local tow. So I can not proceed with their direction of filing a police report without a signature contract. So until Uhaul is able to provide that we can not move forward.
December 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Peter R[redacted], our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed our GM was processing the 2nd refund that did not transmit previously and asked that we relay his apology for the delay and inconvenience we may have caused. 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
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.
Yes they did find me another location after I called, was transferred and put on hold. The rep told me it was my fault for choosing the location I chose. During the entire process did UHaul apologize for the location being closed for the difficulty in rerouting me or for the dropped calls during transfer. Yes they did not charge me for extra mileage or fuel. They tried to. How is that valuing a customer? When you send someone to a closed business and then reroute them AND then try to charge them for it. Not to mention they basically called me a liar when I had stopped and refused to the 1/2 full mark as I was instructed. They call that caring for customers. They should feel obligated to make this right if they value their customers. My experience was anything but customer satisfaction oriented. I was sent to a closed facility, no apology for the emergency and delays/trouble rerouting me. No apology for the drop off location trying to gouge me for $30.00 and accusing me of not refueling. Every response to this whole situation was that as a customer I should be grateful that they found a location after I chose the facility closest to me, I should be grateful they waived extra mileage and fuel charges that I dud not even owe. As far as my prior experience that was in 1998. I reserved a moving truck thru there 800 number and on moving day when I went to pick up the truck at the location in Silver Spring, MD I was told that they did not have a truck reserved for me. When I gave them my reservation number I was told that the local dealers serve customers who walk thru their door first. Since someone arrived before me and needed the truck I had reserved they gave it to them. He said if I wanted to guarantee a truck would be available then I needed to reserve directly from the dealer. UHaul is NOT customer driven. They are not concerned at all about the customer experience, they cannot be relied upon for reservations or drop off locations. However you can trust that they will immediately charge you for your rental and when you call 5 minutes later to complain they will say it is too late your contact is closed. When your reservation is not kept, the drop off location is closed and they try to charge you for additional fees they will say it is your fault for chosing the closed location and point out how kind they were to waive fees you did not owe. I will not ever use UHaul products or services again. I will share my experience with everyone I know who is in need of moving supplies or trucks. This is by far one of the worst examples of caring for a customer that I have had in a long time. Their position is too bad you couldn't drop off your truck at the location you chose from those we offered. Too bad it took over an hour of calling us, being transferred, put in hold and dropping your calls before we could assist you. Too bad all of the people helping you move had to sit around and wait while you tried to get assistance from us to return the truck we rented to you. Too bad the drop off location we found wanted you to pay monies you did not owe. Too bad your contract is closed, we have our money. Thanks for renting UHaul. All I can say to the general public is beware. Once you sign on the dotted line UHaul doesn't care about you as a customer, they have their money.
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.I have no idea what UHaul is communicating to me. I will NOT pay to sweep clean a truck, search for a dolly that I was initially charged for, etc and then pick up the tab for the mess the delay caused me.Regards,[redacted]
Richard C[redacted], our President for our Gainesville Regional Office, reviewed Mr. [redacted]'s information. After discussing the pictures with our GM, they concluded that was not the work they performed on Mr. [redacted]'s vehicle and the fact it was not brought to our attention until many months later. Mr. C[redacted] relayed that he will not approve the claim and will not continue to revisit it again.Thank you for your continued support.Maria P[redacted]U-Haul International
October 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our Orlando Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office, although he feels we are not responsible for the damage, he has since contacted Ms. [redacted] and will pay the claim in order to bring closure.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
the explanation does not pertain to their gurantee they lied and duds nor honor their written binding contract upon me making my reservation they owe me $50. And an addiitional $250.00 for the changes which caused fees to me for not having the truck size and pick up place available according to their Legally binding written gurantee.
June 21, 2016 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Elijah M[redacted], our President for our Coastal South Carolina Regional Office, followed up on the information Ms. [redacted] provided. He informed or office her claim...
was approved through RepWest Insurance Company. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive AssistantU-Haul International Tell us why here...
July 14, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms....
[redacted] explaining the refund he issued for $25.50 back to her [redacted] account. The refund should post on her next credit card statement. He also provided his telephone number if she had any further questions and sent her an email with the same information.
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
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]
August 25, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Angela C[redacted], our GM for our U-Haul Moving and Storage at Kanis Rd., followed up on the information Ms. [redacted] provided. She informed our office she had contacted...
Ms. [redacted] and explained when they attempted to charge her credit card on the return of the rental, the card was declined so the contract was placed on a Promissory Note. Ms. [redacted] acknowledged she received the Note by email. Because payment was not made within seven days, the account was sent for collection. A $30 Service Fee was added to the balance. Ms. [redacted] relayed to Ms. C[redacted] she had the funds in her account and was not sure why the charge did not go through. When Ms. C[redacted] spoke to Ms. [redacted], Ms. [redacted] stated we documented the wrong expiration date for her credit card, which caused the charge to be declined by her credit card company. However, Ms. C[redacted] advised our office the card was swiped for her rental and not physically typed. In the interest of customer good faith, a refund for the $30 Service Fee was issued back to Ms. [redacted]’ Visa account. The refund should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive 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.Since U-haul was the company we placed the order with and it was U-haul that we paid the money for the mover, U-haul should be held responsible for non delivery of services and all the diificulties faced by the customer. We feel that this is not good customer service to simply say it is someone elses responsibility. The moving helper services were advertised, ordered and paid for on U-haul.com so it is U-haul who should be responsible. Please see the attached U-haul reservation which clearly shows the moving helper.
Regards,
[redacted]
June 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Angelique F[redacted], our Executive Assistant for our Northern New Jersey Regional Office, followed up on the information Mr. [redacted] provided. She informed our office...
she spoke to Mr. [redacted] and assured him she found no issues with the U-Haul truck he rented as far as mileage or fuel on prior rentals as well as after his rental. In the interest of customer good faith, Ms. F[redacted] relayed she issued him a refund for $250 as a final resolution. 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
totally unacceptable answer. I will be receiving the truck guarantee refund but I drove for the 2 hours to get the replacement truck instead of using the moving help I booked & paid for through Uhaul. Due to your inability to provide the truck as promised, I am out $200 & I expect to be compensated a little more that $50.
As stated in U-Haul's reply to my complaint, they did initiate contact regarding my Revdex.com complaint AFTER I submitted my complaint. Having previously spent a lot of time on the telephone with CT Central Reservations and Customer Relations prior to and after my move, without resolution, I have no interest in further conversation with U-Haul agents (this is why I contacted the Revdex.com for help) and therefore I did not return the agent's recent telephone calls. U-Haul has access to the same documentation surrounding the events described in my complaint (i.e., contracts, subsequent conversations, complaints filed, etc.), which they can use to verify and investigate my claim. From, there, they can either chose to acknowledge their error, issue a refund, and retain my business, or do otherwise, and lose my business. The ball is in their court, so to speak.
in response to U Haul: yes it was 30 days before I filed with their insurance company. When I had arrived from Sacramento area, we directly went to the Prescott U-haul location to get help unloading my car from the dolly. It was getting dark so we then drove the car and truck back to Chino Valley. My car was placed in the garage the truck was unloaded and then returned to u- Haul. I then travel back to CA to finish some business I retuned 2 weeks later, then started driving my car. The damage became more evedent to me when the crack under the bumper spread and became more visible. Also I then saw the separation of the bumper on the sides of the car. At that time I went to talk with the manager and he was not available. I returned agin the next week and then spoke with an employee who gave me a number to call to put in a claim. Meanwhile I went to Beals for an estimate on the damage, which I then sent to the adjuster assigned to my claim. This has drawn out and it is very evedent that the damage to my car was due to it dropping when the ramps did not slide out as required. I have talked to the new manager at the Prescott u- Haul and have been told that the 2 employees that helped unload my car are no longer employed there. I feel that U- Haul and their Insurance company are not doing the right thing by denighing this claim. Thank you Revdex.com for your assistance but I think it is time for me to take this issue to small claims court. Virginia [redacted]
January 28, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you again for your continued concern for our customers Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our Central North Carolina Regional Office, advised our office they have found no evidence supporting Mr. and Mrs. [redacted]’s claim. Mr. [redacted] mentioned that several inconsistencies in the version of events have been brought to his attention. Mr. or Mrs. [redacted] claimed to have attempted to submit their existing paperwork to the military for reimbursement, knowing that a weight ticket was needed and have run into a block in having their reimbursement approved. It makes no sense for them to come to us at this time to obtain a weight ticket that they state was initially promised to them. Mr. [redacted] withheld from Mr. [redacted] that he was no present for the initial contract as he was deployed. The contract was handled by his wife. This information does not match the number of details explained to Mr. [redacted] previously. Our U-Haul Center staff advised Mr. [redacted] that Mr. or Mrs. [redacted] relayed a female employee promised a weight ticket would be obtained, however, they told Mr. [redacted] that a male employee promised the weight ticket. After a careful research of the information and the fact that much of the details are contradictory, combined with lack of any evidence to support their claim, we have reached the decision to decline any form of reimbursement to Mr. and Mrs. [redacted].
Thank you for bringing this matter to our attention and for your continued support.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
November 3, 2016U-Haul Ref#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Tracy S[redacted], our Traffic Manager for our Chicago Western Suburbs Regional Office, followed up on theinformation Mrs. [redacted] provided and had the following email conversation with her:Good morning! I have left you a couple of voicemails in regarding to a recent rental from our Fox Valley location, Iwas made aware of some issues that occurred and that you were looking for reimbursement. I wanted to let you knowI did go ahead and process a refund for you in the amount of $129.95 ~ $54.95 for the rental of the auto transport,$25.00 for the hitch receiver and an additional $50.00 for all of you inconveniences with this rental. If you couldplease reply to this email to let me know if this resolution is to your satisfaction... And/or if there is anything else Icould do to assist you. This experience is not typical for U-Haul, and I do hope you will give us an opportunity to helpyou with a move in the future. Sincerely, Tracy S[redacted] Traffic Control Manager U-Haul Company of Chicago WesternSuburbs, [redacted]###-###-#### local ###-###-#### Tracy_s[redacted]@uhaul.comGood evening Tracy! I'm sorry I haven't responded through voicemails that you have left me but I work from 7am-4:30pm and it's hard for me to answer my phone while at work, I appreciate everything that you have done with ourexperience with our auto transport situation that went terrible wrong from the beginning, I just want you to be awarethat come next year in March or April I will be doing this again and hope that I have a better experience the 2nd timearound and won't have to go through this again. Thanks again for you help with this matter! [redacted]Okay great! Thanks for your reply! Please do not hesitate to contact me if there is anything else I can help you with.Thanks! TracyOur customers are very important to us and we regret to hear of situations that cause problems forthem. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International
April 3, 2018 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. Dunn. Steve Langford, our President for our Saint Louis Regional Office, followed up on the information Ms. Dunn provided. He informed our office Ms. Dunn was contacted and a message...
left advising her of a refund for $35 that was issued back to her Visa account. The refund should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria PalmisanoExecutive AssistantU-Haul International
February 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for customer Mr. [redacted] Our Eastern New York Regional Office followed up on the information Ms. [redacted] provided. I was informed a refund for $74.50 was issued back to...
their [redacted] account on February 13th along with an additional refund for $10.50 issued today. Both refunds should post on their 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
Uhaul wants me to file a police report on this item. I requested a contract with a signature from them per my local police department, yet they have not been able to respond. My local police department asked why they want me to file an Identity theft report on a rental that they can't prove exists. Without a rental agreement with a signature I am unable to provide the Identity theft report they request. So they are unwilling to help me to resolve this issue. Uhaul has a number of discrepancies on there that show I was not the one who rented the truck. Examples include my Arizona drivers license has always had an expiration date of 2038, age 65, but their records show 2012. Arizona has all drivers expiration at age 65. Second the phone number does not match any number I have had. Third example the record shows a local rental in Las Vegas , but the mileage was 428, which is way to high for an in town local tow. So I can not proceed with their direction of filing a police report without a signature contract. So until Uhaul is able to provide that we can not move forward.
December 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Peter R[redacted], our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed our GM was processing the 2nd refund that did not transmit previously and asked that we relay his apology for the delay and inconvenience we may have caused. 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
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.
Yes they did find me another location after I called, was transferred and put on hold. The rep told me it was my fault for choosing the location I chose. During the entire process did UHaul apologize for the location being closed for the difficulty in rerouting me or for the dropped calls during transfer. Yes they did not charge me for extra mileage or fuel. They tried to. How is that valuing a customer? When you send someone to a closed business and then reroute them AND then try to charge them for it. Not to mention they basically called me a liar when I had stopped and refused to the 1/2 full mark as I was instructed. They call that caring for customers. They should feel obligated to make this right if they value their customers. My experience was anything but customer satisfaction oriented. I was sent to a closed facility, no apology for the emergency and delays/trouble rerouting me. No apology for the drop off location trying to gouge me for $30.00 and accusing me of not refueling. Every response to this whole situation was that as a customer I should be grateful that they found a location after I chose the facility closest to me, I should be grateful they waived extra mileage and fuel charges that I dud not even owe. As far as my prior experience that was in 1998. I reserved a moving truck thru there 800 number and on moving day when I went to pick up the truck at the location in Silver Spring, MD I was told that they did not have a truck reserved for me. When I gave them my reservation number I was told that the local dealers serve customers who walk thru their door first. Since someone arrived before me and needed the truck I had reserved they gave it to them. He said if I wanted to guarantee a truck would be available then I needed to reserve directly from the dealer. UHaul is NOT customer driven. They are not concerned at all about the customer experience, they cannot be relied upon for reservations or drop off locations. However you can trust that they will immediately charge you for your rental and when you call 5 minutes later to complain they will say it is too late your contact is closed. When your reservation is not kept, the drop off location is closed and they try to charge you for additional fees they will say it is your fault for chosing the closed location and point out how kind they were to waive fees you did not owe. I will not ever use UHaul products or services again. I will share my experience with everyone I know who is in need of moving supplies or trucks. This is by far one of the worst examples of caring for a customer that I have had in a long time. Their position is too bad you couldn't drop off your truck at the location you chose from those we offered. Too bad it took over an hour of calling us, being transferred, put in hold and dropping your calls before we could assist you. Too bad all of the people helping you move had to sit around and wait while you tried to get assistance from us to return the truck we rented to you. Too bad the drop off location we found wanted you to pay monies you did not owe. Too bad your contract is closed, we have our money. Thanks for renting UHaul. All I can say to the general public is beware. Once you sign on the dotted line UHaul doesn't care about you as a customer, they have their money.
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.I have no idea what UHaul is communicating to me. I will NOT pay to sweep clean a truck, search for a dolly that I was initially charged for, etc and then pick up the tab for the mess the delay caused me.Regards,[redacted]