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 that both him and our GM at our U-Haul Moving and Storage at [redacted] sent Ms. [redacted] an...
email requesting she contact him back to discuss her concerns. Mr. [redacted] also followed up with a phone call to Ms. [redacted] on November 26th but her voice mail is not set up so he could not leave a message. He did, however, speak to Ms. [redacted] a week before she filed with your office and advised her he would issue her a VIP Certificate for the U-Box delivery, which had not yet been scheduled at the time of the phone call. He requested she contact him with the amount it would cost for the delivery fee. Mr. [redacted] mentioned he had not heard back, nor has our GM but hopes to 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,[redacted]Executive AssistantU-Haul International
July 19, 2016 Revdex.com ID#: [redacted]U-Haul Ref#: 1150727 Thank you for your concern for our customer Ms. [redacted]s. Kelly G[redacted], our Executive Assistant for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted]s provided and sent her the following email in...
response: Hi [redacted] Please accept our apology for the inconveniences that you incurred. I have personally mailed out a $200.00 cheque from my office to your address at [redacted] Please be advised if this is incorrect , please contact me at [redacted]. I will be in my office till 1:30 today. Once again, my sincerest apologies. Thank you. Kelly G[redacted] Executive Assistant 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
July 19, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Andrew H[redacted], our President for our Arkansas Regional Office, advised our office he reviewed Mr. [redacted]’s concerns in its entirety. He found Mr. [redacted] rented the truck on May 19th and accepted...
Safemove Protection at the time of rental. After leaving the lot, Mr. [redacted] called in and said he did not want any insurance and wanted his money refunded. A refund for $84 was issued on May 25th. The day after the rental, Mr. [redacted] called into Roadside Assistance to report the truck leaking water. However, he did not want to wait for help to arrive and repair the truck and he did not want to stop in route to his destination for necessary repairs. Mr. [redacted] made the decision to continue with his move and only gave Roadside Assistance one hour to make a resolution for the water leak. Mr. [redacted] is now requesting reimbursement for damages. Repwest Insurance Company is currently researching his claim and working toward a 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 AssistantU-Haul International
July 5, 2016 Revdex.com concern # [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Mr. [redacted]. Haley R[redacted], Field Relief Manager, went back over all the charges and credits. A summary of the charges without dollies, pads, or fuel are...
below. As a courtesy we have removed the fuel charges, furniture pads, and dolly. Total charges to Mr. [redacted]’s account were ($64.90) + ($99.57) = $164. 47, of which ($40.00) + ($10.00) = $50.00 has been refunded. We agree to refund the additional $7.18 back to Mr. [redacted]’s account. Truck Rental:$29.95 Safemove: $14.00 Miles 56.9: $56.33 Tax: $7.01 Total $107.29 Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Penny S[redacted] Executive Assistant U-Haul International
July 28, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Kristen G[redacted], our Field Manager for our South Puget Sound Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]’s boxes have...
been picked up and returned and transferred to U-Haul Moving and Storage of North Auburn. Charges were reversed and credited back to Ms. [redacted]. Ms. G[redacted] left a message for Ms. [redacted] explaining the same. 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
In reference to complaint ID [redacted], this issue has not been resolved. Mr. [redacted] did in fact refund me the amount stated. Upon dropping off the vehicle in [redacted], however, I learned that we had been refunded the WRONG amount and were charged for the days we had kept the vehicle for storage - which we agreed with; however, we were also charged for insurance for these days (as mentioned in my official complaint letter), and the manager of the store in [redacted], [redacted] refused to refund this amount and was incredibly difficult to deal with. We had requested NOT to have the insurance when the vehicle was booked, and were charged for it after the fact. This issue has not been resolved. Regards,[redacted]
June 27, 2016 Revdex.com ID#: 11500783 - [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Mr. [redacted]. Ron B[redacted] Marking Company President for our Orlando Regional Office apologized for not being able to install the hitch after the hitch specialist had left for the day. We understand the consumer had to leave and could not reschedule the appointment. Ron B[redacted] has agreed, in good faith, to issue a VIP certificate for $50.00 that can be used toward a future purchase of another hitch, toward a rental, or any U-Haul products sold. 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, Penny S[redacted] Executive Assistant U-Haul International
August 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Las Vegas West Regional Office, followed up on the information Ms. [redacted] provided. Our GM of our U-Haul Moving and Storage at N. Rancho Dr....
validated the hook up and found it to be a safe hook up. Any issues with Ms. [redacted]’s vehicle should have been handled with a mechanic prior to making the move. Mr. [redacted] spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced, but also explained we were not responsible, nor will we reimburse her for her transmission repairs.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
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 is some confusion regarding this matter and the answer that U-Haul provided to my complaint:1. It's stated that U-Haul has given me a 20 % discount on my storage unit for 6 months. My items are in a non-uhaul storage facility due to the reservation that Uhaul made and I am paying that facilities regular monthly storage rate that everyone is charged. I did not get a revised agreement from them nor from uhaul reducing my regular monthly rate by an additional 20% each month.2. The truck blinkers: we were given the truck at U-Haul location #1 in Lindenwold, NJ. upon finding out they did not have the correct auto carrier as promised by our reservation. We had to seek the auto carrier at a different U-Haul location #2 Magnolia, NJ it was at the location #2 that it was discovered that the blinkers weren't working. Location #2 had to repair them. To summarize location #1 gave us a truck with non-working blinkers. They had to be repaired at a separate location #2 along the way. So to u-hauls response above yes the blinkers were working ok at the Buford, Ga location due to the fact that a second location fixed them. It does not address the fact as to why U-Haul at any location would release a truck to anyone without everything being in working order. 3. The straps on the auto carrier that were suppose to hold my vehicle securely on the carrier. Obviously, the GM that loaded and secured my vehicle did not secure it properly or they were problem straps cause the straps fell off my front wheels and the entire trip from NJ to Ga we had to continually every so many miles pull over cause the straps kept loosening and had to resecure. Making it a prolonged ride and the feeling of un-security with our traveling. My son accompanied me throughout the travel and can attest to the straps falling off the wheels of my vehicle and having to constantly having to pull over to resecure.I am very dissatisfied with U-Haul's response and their lack of responsible. Fortunately, a traffic fatality didn't occur due to the unsafety of the vehicle and auto carrier. Along with their disregard to prolonging our move, safety and nervous unsecurity we felt the entire time. I am seeking two things from U-Haul to provide me with all the maintenance records on the truck and on the auto carrier that was provided to us and a form of an monetary adjustment against the cost that was paid for inappropriate services and equipment issued. If U-Haul is unwilling to provide both of my requests then I will need to take further action to resolve this matter. Thank you
Regards,
[redacted]
July 23, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Mr. [redacted]. Moving Help informed our office Mr. [redacted] was sent an email advising him of a full refund in the form of a credit and used the credit to book another helper that came out and completed...
the job with a 5-star service, which was according to Mr. [redacted]’s review. Below is the email sent: Dear [redacted], I am terribly sorry that you are had issues with your original selected Moving Helper, Junior The Movers, that were not able to help you. That job ([redacted]) was cancel and those funds were used towards a new moving helper company. The cancellation code that was used to cancel the order will hurt the ranking of that company on the movinghelp.com website. MovingHelp.com can only provide the website needed to connect individually owned, independent service providers with their local customer. Each provider on the website sets their own rates and availability and is in charge of their own business, so prices will vary. Having said that, movinghelp.com is a neutral venue. Your next available step is to pursue the Moving Company outside of Moving Help through the appropriate legal channels to pay you any sort of restitution. I have included all of the Moving Helper's contact information below. Moving Helper contact info: Junior The Movers, Jose C[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
Thank you for your concern for our customer [redacted].Our records indicatea credit of $308.89 was refunded to Mr, [redacted] credit card on7/22/15.The credit shouldappear on Mr. [redacted] next credit card statement,Our customers are very important ro us and we regret to hear of situations that...
cause problems for them. Thank you for bringing this matter to ourattention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International
July 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a $20 VIP Certificate was initially sent...
to Mr. [redacted] to help offset the inconvenience he experienced. In the interest of customer good faith, Mr. [redacted] issued a refund for $10 back to Mr. [redacted]’s [redacted] account, which should post on his next credit card statement.I hope Mr. [redacted] will still take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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
I reject this response as sufficient. In fact, it is a slap in my face and insulting that a company would offer a $50 VIP card to use on their products after over charging my card $2,745. This is unacceptable and I expect a response in a timely manner. U-Haul now states that they conveniently "cannot find" the original audio recording for quote number [redacted], for which they assure you as a customer you can have a copy if you request one, as "all calls are recorded for quality assurance purposes."I have attached my original notes taken the day of the recorded audio quote, the phone transcript showing when we spoke with U-Haul as evidence, the U-haul email quote that came after the recorded audio quote, and my Wells Fargo VISA account details.Please note that the quote on email states a $629.65 charge. Given we were just quoted $1,974 on a recorded line (for which U-haul conveniently cannot find, though we have proof of the conversation on my phone log) we thought the $629.65 was a part of the overall original quote. Technically, if they do not have the original audio recording, they never had original authorization to charge my VISA, which is a direct violation of the Electronic Fund Transfers Act. In addition, I never received any quotes for the additional three U-Boxes requested. With this in mind, I am within my full rights to reject the costs in their entirety, but I am a reasonable human being. This is why I am requesting the total charge come out to $2,820 or $282 per U-BOX.I am confident that if U-Haul desires to resolve this complaint, it will find the original recording, review this case thoroughly and act fairly on its client's behalf.
April 17, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our President for our Tidewater Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He mentioned Ms. [redacted] has been found to change her story when the facts disprove her claim. He also added she was only charged for what was used.
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
September 19, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Michelle A[redacted], our Executive Assistant for our Manhattan Bronx Regional Office, reviewed Ms. [redacted]’s recent comments. She informed our office she spoke to Ms. [redacted] and provided a reference number for the refund in case she still doesn’t see the refund on her account. Ms. [redacted] relayed she would check her account and if the refund is not showing, she will call her credit card company and provide them with the reference number in order for them to trace the refund. 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
[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. I will say though, although the matter was resolved, this is not just the first time U-Haul has dons this and I know that this is targeted for people who don't really care and look into the matter. If I didn't inquire into this, my card would have been charged and U-Haul would have made out of the Admin. Fee. I will certainly look hard into using U-Haul again as a possible company to do business with.
Regards,
[redacted]
March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Gm for our U-Haul of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] on or about March 10th to obtain...
additional information and advise her that the charges had been corrected and a refund for $94.91 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,[redacted]Executive AssistantU-Haul International
September 20, 2015[redacted]Thank you for your concern for our customer [redacted].[redacted], our Field Manager for our Eastern Ontario Regional Office, followed up on the information [redacted] provided. He informed our office a refund for the full amount of the...
rental was issued back to [redacted] Card account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
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.It was not that we didn't like the hitch it was the WRONG item. She also would not listen to the customer about the actual event she stated basically we were a bother and he had to make room to do our install after waiting a week for them to even get it to their shop. Forgive me but isn't it what they do make appts and service the public, not be rude and take the manager side. She is suppose to be the advocate for customer service she might want to re-assess her jobs details. I still feel we should not have been charged for the wrong item to be installed when we specifically asked for a HIDDEN trailer hitch to accommodate our vehicle if they couldn't provide this service or was aware they didn't make such a item they should have told us from the beginning not order an item install it then BLAME the customer. This has opened our eyes to what their meaning of customer service is. As of this time we will be putting this on social media and allowing our friends and families to make their own decisions.
Regards,
[redacted]
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 that both him and our GM at our U-Haul Moving and Storage at [redacted] sent Ms. [redacted] an...
email requesting she contact him back to discuss her concerns. Mr. [redacted] also followed up with a phone call to Ms. [redacted] on November 26th but her voice mail is not set up so he could not leave a message. He did, however, speak to Ms. [redacted] a week before she filed with your office and advised her he would issue her a VIP Certificate for the U-Box delivery, which had not yet been scheduled at the time of the phone call. He requested she contact him with the amount it would cost for the delivery fee. Mr. [redacted] mentioned he had not heard back, nor has our GM but hopes to 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,[redacted]Executive AssistantU-Haul International
July 19, 2016 Revdex.com ID#: [redacted]U-Haul Ref#: 1150727 Thank you for your concern for our customer Ms. [redacted]s. Kelly G[redacted], our Executive Assistant for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted]s provided and sent her the following email in...
response: Hi [redacted] Please accept our apology for the inconveniences that you incurred. I have personally mailed out a $200.00 cheque from my office to your address at [redacted] Please be advised if this is incorrect , please contact me at [redacted]. I will be in my office till 1:30 today. Once again, my sincerest apologies. Thank you. Kelly G[redacted] Executive Assistant 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
July 19, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Andrew H[redacted], our President for our Arkansas Regional Office, advised our office he reviewed Mr. [redacted]’s concerns in its entirety. He found Mr. [redacted] rented the truck on May 19th and accepted...
Safemove Protection at the time of rental. After leaving the lot, Mr. [redacted] called in and said he did not want any insurance and wanted his money refunded. A refund for $84 was issued on May 25th. The day after the rental, Mr. [redacted] called into Roadside Assistance to report the truck leaking water. However, he did not want to wait for help to arrive and repair the truck and he did not want to stop in route to his destination for necessary repairs. Mr. [redacted] made the decision to continue with his move and only gave Roadside Assistance one hour to make a resolution for the water leak. Mr. [redacted] is now requesting reimbursement for damages. Repwest Insurance Company is currently researching his claim and working toward a 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 AssistantU-Haul International
July 5, 2016 Revdex.com concern # [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Mr. [redacted]. Haley R[redacted], Field Relief Manager, went back over all the charges and credits. A summary of the charges without dollies, pads, or fuel are...
below. As a courtesy we have removed the fuel charges, furniture pads, and dolly. Total charges to Mr. [redacted]’s account were ($64.90) + ($99.57) = $164. 47, of which ($40.00) + ($10.00) = $50.00 has been refunded. We agree to refund the additional $7.18 back to Mr. [redacted]’s account. Truck Rental:$29.95 Safemove: $14.00 Miles 56.9: $56.33 Tax: $7.01 Total $107.29 Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Penny S[redacted] Executive Assistant U-Haul International
July 28, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Kristen G[redacted], our Field Manager for our South Puget Sound Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]’s boxes have...
been picked up and returned and transferred to U-Haul Moving and Storage of North Auburn. Charges were reversed and credited back to Ms. [redacted]. Ms. G[redacted] left a message for Ms. [redacted] explaining the same. 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
In reference to complaint ID [redacted], this issue has not been resolved. Mr. [redacted] did in fact refund me the amount stated. Upon dropping off the vehicle in [redacted], however, I learned that we had been refunded the WRONG amount and were charged for the days we had kept the vehicle for storage - which we agreed with; however, we were also charged for insurance for these days (as mentioned in my official complaint letter), and the manager of the store in [redacted], [redacted] refused to refund this amount and was incredibly difficult to deal with. We had requested NOT to have the insurance when the vehicle was booked, and were charged for it after the fact. This issue has not been resolved. Regards,[redacted]
June 27, 2016 Revdex.com ID#: 11500783 - [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Mr. [redacted]. Ron B[redacted] Marking Company President for our Orlando Regional Office apologized for not being able to install the hitch after the hitch specialist had left for the day. We understand the consumer had to leave and could not reschedule the appointment. Ron B[redacted] has agreed, in good faith, to issue a VIP certificate for $50.00 that can be used toward a future purchase of another hitch, toward a rental, or any U-Haul products sold. 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, Penny S[redacted] Executive Assistant U-Haul International
U-Haul should issue a refund doe the full cost of this rental about $50.00.I have spent over 1.5 hours trying to correct U-hauls error.
August 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Las Vegas West Regional Office, followed up on the information Ms. [redacted] provided. Our GM of our U-Haul Moving and Storage at N. Rancho Dr....
validated the hook up and found it to be a safe hook up. Any issues with Ms. [redacted]’s vehicle should have been handled with a mechanic prior to making the move. Mr. [redacted] spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced, but also explained we were not responsible, nor will we reimburse her for her transmission repairs.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
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 is some confusion regarding this matter and the answer that U-Haul provided to my complaint:1. It's stated that U-Haul has given me a 20 % discount on my storage unit for 6 months. My items are in a non-uhaul storage facility due to the reservation that Uhaul made and I am paying that facilities regular monthly storage rate that everyone is charged. I did not get a revised agreement from them nor from uhaul reducing my regular monthly rate by an additional 20% each month.2. The truck blinkers: we were given the truck at U-Haul location #1 in Lindenwold, NJ. upon finding out they did not have the correct auto carrier as promised by our reservation. We had to seek the auto carrier at a different U-Haul location #2 Magnolia, NJ it was at the location #2 that it was discovered that the blinkers weren't working. Location #2 had to repair them. To summarize location #1 gave us a truck with non-working blinkers. They had to be repaired at a separate location #2 along the way. So to u-hauls response above yes the blinkers were working ok at the Buford, Ga location due to the fact that a second location fixed them. It does not address the fact as to why U-Haul at any location would release a truck to anyone without everything being in working order. 3. The straps on the auto carrier that were suppose to hold my vehicle securely on the carrier. Obviously, the GM that loaded and secured my vehicle did not secure it properly or they were problem straps cause the straps fell off my front wheels and the entire trip from NJ to Ga we had to continually every so many miles pull over cause the straps kept loosening and had to resecure. Making it a prolonged ride and the feeling of un-security with our traveling. My son accompanied me throughout the travel and can attest to the straps falling off the wheels of my vehicle and having to constantly having to pull over to resecure.I am very dissatisfied with U-Haul's response and their lack of responsible. Fortunately, a traffic fatality didn't occur due to the unsafety of the vehicle and auto carrier. Along with their disregard to prolonging our move, safety and nervous unsecurity we felt the entire time. I am seeking two things from U-Haul to provide me with all the maintenance records on the truck and on the auto carrier that was provided to us and a form of an monetary adjustment against the cost that was paid for inappropriate services and equipment issued. If U-Haul is unwilling to provide both of my requests then I will need to take further action to resolve this matter. Thank you
Regards,
[redacted]
July 23, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Mr. [redacted]. Moving Help informed our office Mr. [redacted] was sent an email advising him of a full refund in the form of a credit and used the credit to book another helper that came out and completed...
the job with a 5-star service, which was according to Mr. [redacted]’s review. Below is the email sent: Dear [redacted], I am terribly sorry that you are had issues with your original selected Moving Helper, Junior The Movers, that were not able to help you. That job ([redacted]) was cancel and those funds were used towards a new moving helper company. The cancellation code that was used to cancel the order will hurt the ranking of that company on the movinghelp.com website. MovingHelp.com can only provide the website needed to connect individually owned, independent service providers with their local customer. Each provider on the website sets their own rates and availability and is in charge of their own business, so prices will vary. Having said that, movinghelp.com is a neutral venue. Your next available step is to pursue the Moving Company outside of Moving Help through the appropriate legal channels to pay you any sort of restitution. I have included all of the Moving Helper's contact information below. Moving Helper contact info: Junior The Movers, Jose C[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
Thank you for your concern for our customer [redacted].Our records indicatea credit of $308.89 was refunded to Mr, [redacted] credit card on7/22/15.The credit shouldappear on Mr. [redacted] next credit card statement,Our customers are very important ro us and we regret to hear of situations that...
cause problems for them. Thank you for bringing this matter to ourattention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International
July 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a $20 VIP Certificate was initially sent...
to Mr. [redacted] to help offset the inconvenience he experienced. In the interest of customer good faith, Mr. [redacted] issued a refund for $10 back to Mr. [redacted]’s [redacted] account, which should post on his next credit card statement.I hope Mr. [redacted] will still take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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
I reject this response as sufficient. In fact, it is a slap in my face and insulting that a company would offer a $50 VIP card to use on their products after over charging my card $2,745. This is unacceptable and I expect a response in a timely manner. U-Haul now states that they conveniently "cannot find" the original audio recording for quote number [redacted], for which they assure you as a customer you can have a copy if you request one, as "all calls are recorded for quality assurance purposes."I have attached my original notes taken the day of the recorded audio quote, the phone transcript showing when we spoke with U-Haul as evidence, the U-haul email quote that came after the recorded audio quote, and my Wells Fargo VISA account details.Please note that the quote on email states a $629.65 charge. Given we were just quoted $1,974 on a recorded line (for which U-haul conveniently cannot find, though we have proof of the conversation on my phone log) we thought the $629.65 was a part of the overall original quote. Technically, if they do not have the original audio recording, they never had original authorization to charge my VISA, which is a direct violation of the Electronic Fund Transfers Act. In addition, I never received any quotes for the additional three U-Boxes requested. With this in mind, I am within my full rights to reject the costs in their entirety, but I am a reasonable human being. This is why I am requesting the total charge come out to $2,820 or $282 per U-BOX.I am confident that if U-Haul desires to resolve this complaint, it will find the original recording, review this case thoroughly and act fairly on its client's behalf.
April 17, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our President for our Tidewater Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He mentioned Ms. [redacted] has been found to change her story when the facts disprove her claim. He also added she was only charged for what was used.
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
September 19, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Michelle A[redacted], our Executive Assistant for our Manhattan Bronx Regional Office, reviewed Ms. [redacted]’s recent comments. She informed our office she spoke to Ms. [redacted] and provided a reference number for the refund in case she still doesn’t see the refund on her account. Ms. [redacted] relayed she would check her account and if the refund is not showing, she will call her credit card company and provide them with the reference number in order for them to trace the refund. 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
[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. I will say though, although the matter was resolved, this is not just the first time U-Haul has dons this and I know that this is targeted for people who don't really care and look into the matter. If I didn't inquire into this, my card would have been charged and U-Haul would have made out of the Admin. Fee. I will certainly look hard into using U-Haul again as a possible company to do business with.
Regards,
[redacted]
March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Gm for our U-Haul of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] on or about March 10th to obtain...
additional information and advise her that the charges had been corrected and a refund for $94.91 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,[redacted]Executive AssistantU-Haul International
September 20, 2015[redacted]Thank you for your concern for our customer [redacted].[redacted], our Field Manager for our Eastern Ontario Regional Office, followed up on the information [redacted] provided. He informed our office a refund for the full amount of the...
rental was issued back to [redacted] Card account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
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.It was not that we didn't like the hitch it was the WRONG item. She also would not listen to the customer about the actual event she stated basically we were a bother and he had to make room to do our install after waiting a week for them to even get it to their shop. Forgive me but isn't it what they do make appts and service the public, not be rude and take the manager side. She is suppose to be the advocate for customer service she might want to re-assess her jobs details. I still feel we should not have been charged for the wrong item to be installed when we specifically asked for a HIDDEN trailer hitch to accommodate our vehicle if they couldn't provide this service or was aware they didn't make such a item they should have told us from the beginning not order an item install it then BLAME the customer. This has opened our eyes to what their meaning of customer service is. As of this time we will be putting this on social media and allowing our friends and families to make their own decisions.
Regards,
[redacted]