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.
[Provide details of why you are not satisfied with this resolution.]
I have tried several times to reach [redacted], leaving messages each time. As of now I have not had any contact with him. I have plans Monday and will be out of reach. Tuesday I plan to be home all day, and again will make efforts to contact [redacted] to try to get him whatever information he needs. However, I do not understand why an investigation is necessary.
When I had the hitch put on my van (98 Olds Silhouette) I had an added fee for A Lifetime Unlimited Warranty that states that it covers " collision, corrosion, accidental overload, jackknife, theft of vehicle, etc..." If it is truly unlimited I do not feel I should be having a hassle about getting this taken care of. Also, the Lifetime Unlimited paperwork that I received says my hitch is a class 3 hitch rated at 7500lbs. But this is not the hitch that was installed. I asked for a class 3 hitch but Uhaul only installed a class 2 hitch rated at 3500 lbs. Then gave me paperwork saying I had a class 3, 7500 lbs. hitch. Uhaul never made me aware of this until it had done broke free and I was reporting the problem. This is when they told me that the class 2 hitch was as big as they made for my vehicle. This is not what I asked for and not what I was told I was getting. Even the warranty paperwork is conflicting with this.
I do not feel any accidental overload occurred though. As I only had the hitch installed 2 weeks and never hauled more than 2500 lbs. with it. I honestly believe that the bolts on one side were not tightened properly allowing it to shake during transit causing it to break free of the frame. At this point this issue has cost me massive amounts of time money and frustration.
Since I had no way to move my trailer I had to rent a truck from U-Haul to get my trailer out of the area where the hitch broke free. This cost me $45. Next since this issue was never resolved and I needed a reliable way to move my trailer for a job I had to spend an additional $300 getting a different hitch installed onto my sons vehicle. This was an unexpected additional cost to me since U-Haul refused to immediately resolve the problem. So to do the job I was on, it seriously cost me $450+ just in hitch work. $300 for the different hitch on my sons vehicle and $167 for the hitch that broke on my van, which didn't even last 2 weeks.
The whole purpose of me having the hitch installed was to haul tools and debris with a trailer. When the hitch broke it took a week to get the different hitch put on my sons vehicle, & this cost me 5 days of work. All together I have spent well over 10 hours speaking with U-Haul representatives and trying to reach [redacted]. So far I have been offered 0 resolution. With a $300 additional cost for a different hitch plus $45 for a rental vehicle (that wouldn't have been needed had a class 3 hitch been installed properly, like I was told was going to happen) + 5 days out of work is what the hitch breaking has put me out. well over $1000 equals a not very happy U-Haul customer.
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 and sent him the following email in response:[redacted], I have read your concern. I see that you had made the online reservation for...
10 hours. You rented the truck for 19 hours. We honored the timeframe that you had requested in your internet reservation. Rentals are not based on 24 hours they are based on rental period,thus no compensation is due. [redacted] Executive Assistant U-Haul of [redacted]'Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 15, 2014
Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] left a message for [redacted] on 8/8/14. [redacted] explained the following in her message::
I called [redacted]...
[redacted] and left him a voice mail to return my call. His situation is this. He reserved a van for 4 hours on line. We were going to give him the location he preferred. [redacted] then changed his on line reservation from 4 hours to 2 days. We did not have a van available for 2 days at this location therefore subject to availability he was sent to a location to accommodate his 2 day rental. As soon as [redacted] returns my call I will advise him of such. Thank you...[redacted] can be reached at [redacted] or [redacted].
Our customer 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
July 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and discussed her...
concerns. He advised Ms. [redacted] that he was issuing her a refund for $164.19 due to the fact she was not told to drop the drive line in order to tow her vehicle.
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
July 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and...
discussed his concerns. He stated Mr. [redacted] has received his credit. He offered his apology for any misunderstanding and advised him of a refund for $25 as an adjustment on his rental.
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]
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. She informed our office she spoke to Ms. [redacted] and addressed her concerns. Ms. [redacted] explained our Traffic...
Department was able to provide the correct size truck Ms. [redacted] requested as well as on the day requested. A rate deduction was given for the inconvenience Ms. [redacted] experienced from $560 to $450. An extra day was allowed along with an additional 150 km’s to complete her move. Ms. [redacted] relayed that Ms. [redacted] was happy with this 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,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer [redacted].[redacted], our President for our [redacted] located in [redacted], reviewed the recent information you provided for [redacted]. Because [redacted]'s concerns involve a loss, he can contact [redacted] Insurance Company if he wishes to pursue his claim. They can be reached at[redacted].Thank you for your support.Sincerely,[redacted]Senior Agent, Customer ServiceU-Haul International
July 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted] Insurance Company advised our office they will be in contact with Ms. [redacted] to advise her where to take her vehicle for proper 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 Assistant
U-Haul International
July 30, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
Our records indicate the initial credit done on July 10th did not complete for unknown reasons as per our Credit Card Processing Department. Another credit was issued on July 21st and confirmed with Credit Card Processing that the credit did process. The credit for $550 should post on [redacted]’s next credit card statement.
Please be assured we will follow up on the information [redacted] provided in regards to the rude treatment he experienced over the phone. We realize there is never an excuse for rudeness and want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.
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
August 5, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
Our records indicate the check for [redacted] was issued on July 21st and cleared on August 1st.
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
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 and sent her the following email in response:A review of your reservation does show you requested [redacted] for a pick up...
location, but there was not a truck available there, so the rental was placed at the [redacted] rd store - the truck you received was $39.95, but you also had to pay 99cents per mile for the 68 miles you drove it and an appliance dolly for $10.00 and 12 furniture pads for $10 were rented - that is how you final bill ended up at $137.59 - I cannot see anything incorrect with the contract - I can reduce your mileage charge from .99 to .59 cents per mile and refund $27.20The refund was issued back to Ms. [redacted]’s Master Card account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
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 am still not happy or satisfied with U-Haul Corp at all! The reply from U-Haul did not address my other issue in my complaint.I have attached my bank statement that shows today's date of September 29, 2014, as anyone reading the statement can clearly see, the $88.11 is still showing as a pending charge for the authorized date of August 16, 2014. This issue has yet to be resolved. I have also attached a letter and the bank statement I faxed over to their credit department on September 2, 2014. Even after doing this per the request of U-Haul, I never got a phone call or any communication from this department.I have called several times regarding this and still no release. I have given U-Haul all the information the bank needs for them to send over the release to release the hold on my account. I have called my bank several times also and they say they have not gotten a release from U-Haul to take the hold of $88.11 off my account and release my funds that has been held by U-Haul for over 44 days now. My bank also informed me that the hold/authorization has been placed on my account until October 15, 2014. This is ridiculous!I have wasted several hours calling, emailing and filing a complaint and still nothing! The person that replied to this complaint did not do a through job in reading the complaint and addressing all the issues with the complaint.I did receive an email from Steven Ivery on September 3, 2014 stating what the person stated in this reply to my complaint. However, he nor has any other representative from U-Haul address the other issue in my complaint both to the Revdex.com or U-Haul directly regarding the hold on my account that still is present.
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.
This is not anywhere near what I would call a 'satisfactory resolution'. I understand that the [redacted] charges are not refundable. However, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolution. This has been a nightmare situation and honestly, I expected more of a customer focused response from your team. As I stated in my original Revdex.com complaint, I am sad to say that more than likely I will not use Uhaul again due to this experience (something that you and your team have and have had the opportunity to change/correct). With that being said, the $50 future credit does nothing to help resolve my current issue and overall impression/experience with Uhaul. I placed the reservation and the details of that reservation were unable to be met by your company. I then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed upon. The staff in the store did very little to help rectify the situation and now I'm spending additional time explaining my terrible experience with anyone who will listen. This is about a large company stepping up and owning the fact that they messed up and fixing the situation. A $50 future credit to be used on another 'non gauranteed reservation (I use that term loosely with Uhaul)' is laughable and unacceptable.
I would like to see the charges for my Uhaul portion of the order refunded in full. I look forward to your response. Until then, I will continue to pursue this issue through the Revdex.com and other outlets.
Regards,
[redacted]
August 8, 2014
Revdex.com # [redacted]
U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].
[redacted] the Executive Assistant in our Southern Louisiana Regional Office spoke to Mr. [redacted] on 8/6. Ms. [redacted] is issuing VIP certificates and the numbers given to the Center to pay...
for the rental of a U-Box trailer.
Mr. [redacted] will also be given a $200 credit for the inconveniences and delays he had with this transaction. Ms. [redacted] will be following up to make sure Mr. [redacted]'s U-Box is ready for pick up on 8/14.
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]e
Executive Assistant
U-haul International
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]
July 7, 2014
Revdex.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 sent Mr. [redacted] an email offering her...
apology for not following proper procedures during hook up validation. Had proper procedures been followed, we would have been able to advise Mr. [redacted] we do not rent trailers for hook up to soft top vehicles. Ms. [redacted] assured our office she would be discussing the situation with the CSR involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. A refund for the $50 Reservation Guarantee Fee was also sent to Mr. [redacted] and should be received within the next 10 business days.
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
Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He requested we relay his response for Mr. [redacted] to your office:Mr. [redacted],I want to thank you for the opportunity to respond to...
this complaint, and your concerns within. In my Marketing Company we pride ourselves on exceeding our customer’s expectations. My staff and I make it a priority in resolving issues like this quickly and amicably.I would like to take a moment to address some of the claims made in this complaint. You began your letter with this statement; "I was informed that the truck had no issues and was great", we at U-Haul pride ourselves on our equipment inspection programs which conveys to our representatives as well as our customers that our equipment is rent ready and safe. That being said unfortunately equipment does experience mechanical trouble from time to time. In your case you experienced mechanical trouble first in Oklahoma, which U-Haul did send out a mechanic to repair and get you on your way. You declined to have the equipment repaired and elected to continue on your drive. Unfortunately you experienced another breakdown in Missouri, U-Haul sent out another mechanic who determined that the equipment could not be repaired on site but rather would have to be towed to the garage. Rather than increase your delays U-Haul agreed to trans load your belongings into another truck to get you on your way. The offsite provider stated that he had you sign the trans load agreement prior to the trans load. The provider also stated that you were completely involved and even assisted them in said trans load.On behalf of my Marketing Company and U-Haul I thank you for your service to our country. The concept of U-Haul came about when our founder [redacted] was unable to rent a trailer to move his belongings from one state to another after his discharge from the US Navy in 1945. 66 years later in 2011 U-Haul was ranked #53 of the Top 100 Military Friendly Employers from [redacted].While I regret that this incident has occurred it is important to me that you are clear on our resolve regarding this matter. Your claim for damaged cargo was reviewed by our insurance company RepWest who have concluded that U-Haul was not at fault. As for the $500 you mentioned in your letter; let me clarify; first of all the offer was $600, and was not intended to "pay you off", nor to settle your damage claim, but rather to compensate you for your time spent as a result of the mechanical trouble you experienced. We at U-Haul make every effort to provide safe rent ready equipment that is rigorously maintained and inspected. I do want to thank you for using U-Haul, and I hope that in the future you will consider us again for your next move.Respectfully yours,[redacted]Marketing Company PresidentU-Haul Company of [redacted]Phone: ###-###-####Fax: ###-###-####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.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
This is not the issue at all in U-Haul's answer. We don't want to rent from U-Haul any more. The main call center at U- Haul said there where no issues except one that was resolved. Still nothing is mentioned about the treatment I received when I went to purchase some supplies that I mentioned in the complaint. I find it very strange that we were told over and over by the call center that there were no issues of tardiness or anything else on our part and now there is. I just wanted that charges for the day of the incident refunded to me along with $40.00. I will never rent or purchase anything from them again. I spent a lot of money with U-Haul over the years and this is how they chose to treat me. We did nothing wrong to this company. On about 4 different occasions, we went to pick up trucks at this facility mentioned in the complaint and the truck wasn't there. We now rent from [redacted] and [redacted] and don't have any of the problems we have had with [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.
[Provide details of why you are not satisfied with this resolution.]
I have tried several times to reach [redacted], leaving messages each time. As of now I have not had any contact with him. I have plans Monday and will be out of reach. Tuesday I plan to be home all day, and again will make efforts to contact [redacted] to try to get him whatever information he needs. However, I do not understand why an investigation is necessary.
When I had the hitch put on my van (98 Olds Silhouette) I had an added fee for A Lifetime Unlimited Warranty that states that it covers " collision, corrosion, accidental overload, jackknife, theft of vehicle, etc..." If it is truly unlimited I do not feel I should be having a hassle about getting this taken care of. Also, the Lifetime Unlimited paperwork that I received says my hitch is a class 3 hitch rated at 7500lbs. But this is not the hitch that was installed. I asked for a class 3 hitch but Uhaul only installed a class 2 hitch rated at 3500 lbs. Then gave me paperwork saying I had a class 3, 7500 lbs. hitch. Uhaul never made me aware of this until it had done broke free and I was reporting the problem. This is when they told me that the class 2 hitch was as big as they made for my vehicle. This is not what I asked for and not what I was told I was getting. Even the warranty paperwork is conflicting with this.
I do not feel any accidental overload occurred though. As I only had the hitch installed 2 weeks and never hauled more than 2500 lbs. with it. I honestly believe that the bolts on one side were not tightened properly allowing it to shake during transit causing it to break free of the frame. At this point this issue has cost me massive amounts of time money and frustration.
Since I had no way to move my trailer I had to rent a truck from U-Haul to get my trailer out of the area where the hitch broke free. This cost me $45. Next since this issue was never resolved and I needed a reliable way to move my trailer for a job I had to spend an additional $300 getting a different hitch installed onto my sons vehicle. This was an unexpected additional cost to me since U-Haul refused to immediately resolve the problem. So to do the job I was on, it seriously cost me $450+ just in hitch work. $300 for the different hitch on my sons vehicle and $167 for the hitch that broke on my van, which didn't even last 2 weeks.
The whole purpose of me having the hitch installed was to haul tools and debris with a trailer. When the hitch broke it took a week to get the different hitch put on my sons vehicle, & this cost me 5 days of work. All together I have spent well over 10 hours speaking with U-Haul representatives and trying to reach [redacted]. So far I have been offered 0 resolution. With a $300 additional cost for a different hitch plus $45 for a rental vehicle (that wouldn't have been needed had a class 3 hitch been installed properly, like I was told was going to happen) + 5 days out of work is what the hitch breaking has put me out. well over $1000 equals a not very happy U-Haul customer.
Regards,
[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 and sent him the following email in response:[redacted], I have read your concern. I see that you had made the online reservation for...
10 hours. You rented the truck for 19 hours. We honored the timeframe that you had requested in your internet reservation. Rentals are not based on 24 hours they are based on rental period,thus no compensation is due. [redacted] Executive Assistant U-Haul of [redacted]'Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 15, 2014
Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] left a message for [redacted] on 8/8/14. [redacted] explained the following in her message::
I called [redacted]...
[redacted] and left him a voice mail to return my call. His situation is this. He reserved a van for 4 hours on line. We were going to give him the location he preferred. [redacted] then changed his on line reservation from 4 hours to 2 days. We did not have a van available for 2 days at this location therefore subject to availability he was sent to a location to accommodate his 2 day rental. As soon as [redacted] returns my call I will advise him of such. Thank you...[redacted] can be reached at [redacted] or [redacted].
Our customer 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
July 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and discussed her...
concerns. He advised Ms. [redacted] that he was issuing her a refund for $164.19 due to the fact she was not told to drop the drive line in order to tow her vehicle.
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
July 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and...
discussed his concerns. He stated Mr. [redacted] has received his credit. He offered his apology for any misunderstanding and advised him of a refund for $25 as an adjustment on his rental.
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]
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. She informed our office she spoke to Ms. [redacted] and addressed her concerns. Ms. [redacted] explained our Traffic...
Department was able to provide the correct size truck Ms. [redacted] requested as well as on the day requested. A rate deduction was given for the inconvenience Ms. [redacted] experienced from $560 to $450. An extra day was allowed along with an additional 150 km’s to complete her move. Ms. [redacted] relayed that Ms. [redacted] was happy with this 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,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer [redacted].[redacted], our President for our [redacted] located in [redacted], reviewed the recent information you provided for [redacted]. Because [redacted]'s concerns involve a loss, he can contact [redacted] Insurance Company if he wishes to pursue his claim. They can be reached at[redacted].Thank you for your support.Sincerely,[redacted]Senior Agent, Customer ServiceU-Haul International
July 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted] Insurance Company advised our office they will be in contact with Ms. [redacted] to advise her where to take her vehicle for proper 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 Assistant
U-Haul International
July 30, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
Our records indicate the initial credit done on July 10th did not complete for unknown reasons as per our Credit Card Processing Department. Another credit was issued on July 21st and confirmed with Credit Card Processing that the credit did process. The credit for $550 should post on [redacted]’s next credit card statement.
Please be assured we will follow up on the information [redacted] provided in regards to the rude treatment he experienced over the phone. We realize there is never an excuse for rudeness and want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.
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
August 5, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
Our records indicate the check for [redacted] was issued on July 21st and cleared on August 1st.
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
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 and sent her the following email in response:A review of your reservation does show you requested [redacted] for a pick up...
location, but there was not a truck available there, so the rental was placed at the [redacted] rd store - the truck you received was $39.95, but you also had to pay 99cents per mile for the 68 miles you drove it and an appliance dolly for $10.00 and 12 furniture pads for $10 were rented - that is how you final bill ended up at $137.59 - I cannot see anything incorrect with the contract - I can reduce your mileage charge from .99 to .59 cents per mile and refund $27.20The refund was issued back to Ms. [redacted]’s Master Card account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
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 am still not happy or satisfied with U-Haul Corp at all! The reply from U-Haul did not address my other issue in my complaint.I have attached my bank statement that shows today's date of September 29, 2014, as anyone reading the statement can clearly see, the $88.11 is still showing as a pending charge for the authorized date of August 16, 2014. This issue has yet to be resolved. I have also attached a letter and the bank statement I faxed over to their credit department on September 2, 2014. Even after doing this per the request of U-Haul, I never got a phone call or any communication from this department.I have called several times regarding this and still no release. I have given U-Haul all the information the bank needs for them to send over the release to release the hold on my account. I have called my bank several times also and they say they have not gotten a release from U-Haul to take the hold of $88.11 off my account and release my funds that has been held by U-Haul for over 44 days now. My bank also informed me that the hold/authorization has been placed on my account until October 15, 2014. This is ridiculous!I have wasted several hours calling, emailing and filing a complaint and still nothing! The person that replied to this complaint did not do a through job in reading the complaint and addressing all the issues with the complaint.I did receive an email from Steven Ivery on September 3, 2014 stating what the person stated in this reply to my complaint. However, he nor has any other representative from U-Haul address the other issue in my complaint both to the Revdex.com or U-Haul directly regarding the hold on my account that still is present.
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.
This is not anywhere near what I would call a 'satisfactory resolution'. I understand that the [redacted] charges are not refundable. However, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolution. This has been a nightmare situation and honestly, I expected more of a customer focused response from your team. As I stated in my original Revdex.com complaint, I am sad to say that more than likely I will not use Uhaul again due to this experience (something that you and your team have and have had the opportunity to change/correct). With that being said, the $50 future credit does nothing to help resolve my current issue and overall impression/experience with Uhaul. I placed the reservation and the details of that reservation were unable to be met by your company. I then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed upon. The staff in the store did very little to help rectify the situation and now I'm spending additional time explaining my terrible experience with anyone who will listen. This is about a large company stepping up and owning the fact that they messed up and fixing the situation. A $50 future credit to be used on another 'non gauranteed reservation (I use that term loosely with Uhaul)' is laughable and unacceptable.
I would like to see the charges for my Uhaul portion of the order refunded in full. I look forward to your response. Until then, I will continue to pursue this issue through the Revdex.com and other outlets.
Regards,
[redacted]
August 8, 2014
Revdex.com # [redacted]
U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].
[redacted] the Executive Assistant in our Southern Louisiana Regional Office spoke to Mr. [redacted] on 8/6. Ms. [redacted] is issuing VIP certificates and the numbers given to the Center to pay...
for the rental of a U-Box trailer.
Mr. [redacted] will also be given a $200 credit for the inconveniences and delays he had with this transaction. Ms. [redacted] will be following up to make sure Mr. [redacted]'s U-Box is ready for pick up on 8/14.
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]e
Executive Assistant
U-haul International
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]
July 7, 2014
Revdex.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 sent Mr. [redacted] an email offering her...
apology for not following proper procedures during hook up validation. Had proper procedures been followed, we would have been able to advise Mr. [redacted] we do not rent trailers for hook up to soft top vehicles. Ms. [redacted] assured our office she would be discussing the situation with the CSR involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. A refund for the $50 Reservation Guarantee Fee was also sent to Mr. [redacted] and should be received within the next 10 business days.
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
Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He requested we relay his response for Mr. [redacted] to your office:Mr. [redacted],I want to thank you for the opportunity to respond to...
this complaint, and your concerns within. In my Marketing Company we pride ourselves on exceeding our customer’s expectations. My staff and I make it a priority in resolving issues like this quickly and amicably.I would like to take a moment to address some of the claims made in this complaint. You began your letter with this statement; "I was informed that the truck had no issues and was great", we at U-Haul pride ourselves on our equipment inspection programs which conveys to our representatives as well as our customers that our equipment is rent ready and safe. That being said unfortunately equipment does experience mechanical trouble from time to time. In your case you experienced mechanical trouble first in Oklahoma, which U-Haul did send out a mechanic to repair and get you on your way. You declined to have the equipment repaired and elected to continue on your drive. Unfortunately you experienced another breakdown in Missouri, U-Haul sent out another mechanic who determined that the equipment could not be repaired on site but rather would have to be towed to the garage. Rather than increase your delays U-Haul agreed to trans load your belongings into another truck to get you on your way. The offsite provider stated that he had you sign the trans load agreement prior to the trans load. The provider also stated that you were completely involved and even assisted them in said trans load.On behalf of my Marketing Company and U-Haul I thank you for your service to our country. The concept of U-Haul came about when our founder [redacted] was unable to rent a trailer to move his belongings from one state to another after his discharge from the US Navy in 1945. 66 years later in 2011 U-Haul was ranked #53 of the Top 100 Military Friendly Employers from [redacted].While I regret that this incident has occurred it is important to me that you are clear on our resolve regarding this matter. Your claim for damaged cargo was reviewed by our insurance company RepWest who have concluded that U-Haul was not at fault. As for the $500 you mentioned in your letter; let me clarify; first of all the offer was $600, and was not intended to "pay you off", nor to settle your damage claim, but rather to compensate you for your time spent as a result of the mechanical trouble you experienced. We at U-Haul make every effort to provide safe rent ready equipment that is rigorously maintained and inspected. I do want to thank you for using U-Haul, and I hope that in the future you will consider us again for your next move.Respectfully yours,[redacted]Marketing Company PresidentU-Haul Company of [redacted]Phone: ###-###-####Fax: ###-###-####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.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
This is not the issue at all in U-Haul's answer. We don't want to rent from U-Haul any more. The main call center at U- Haul said there where no issues except one that was resolved. Still nothing is mentioned about the treatment I received when I went to purchase some supplies that I mentioned in the complaint. I find it very strange that we were told over and over by the call center that there were no issues of tardiness or anything else on our part and now there is. I just wanted that charges for the day of the incident refunded to me along with $40.00. I will never rent or purchase anything from them again. I spent a lot of money with U-Haul over the years and this is how they chose to treat me. We did nothing wrong to this company. On about 4 different occasions, we went to pick up trucks at this facility mentioned in the complaint and the truck wasn't there. We now rent from [redacted] and [redacted] and don't have any of the problems we have had with [redacted].