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 did not receive any call from U-Haul after the first time I spoke with their representative$is NOT sufficient compensation for me having had to purchase a trailer at the last minute, rather than rent oneMy spare tire is wedged in under against the hitch they installed because they did not inform me on the website or on any date prior to installation that the hitch did NOT fit my truck I would consider a $1,credit that I can use at any U-Haul for any product or service to be sufficient compensation for everything I had to go through due to their mismanagement of the customer experience and the abuse and humiliation at the hands of their on-site manager Regards, [redacted]
Thank you for your concern for our customer Mr***[redacted] ***, our GM for our U-Haul Moving and Storage at [redacted] ***., followed up on the information Mr [redacted] providedShe informed our office she issued Mr [redacted] a refund for $as requested back to his [redacted] accountThe 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 themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
August 5, 2014Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] [redacted] ***, our Executive Assistant for our *** [redacted] Regional Office, followed up on the information [redacted] providedShe informed our office she contacted [redacted] ***r and advised him of a refund for $1,as an adjustment on his moveThe refund was issued back to his [redacted] account and 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 themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
July 14, 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 and sent her the following email in response: Hello [redacted] I apologize for the confusion you received from one of my representativesI will honor the reservation guarantee as it appears it was not explained properly to youThank You, [redacted] Marketing Company President The refund for $was issued by check and Ms [redacted] should receive the check within the next business days Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
September 11, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] [redacted] ***, our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Mr [redacted] and relayed the information she received after the situation was investigated by [redacted] Insurance Company: Damages claimed to the wheel well are in an area that we would not have been near during the installation of the transmission cooler or brake controller and is consistent with a high speed rubbing or road debris against the plastic wheel well areaThere is no indication or proof this was caused by U-Haul and the damages appear to be unrelated to any work done by U-Haul Please be advised our decision in the matter remains the same We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response Sincerely, [redacted] Executive Assistant U-Haul International
July 23, 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] providedShe advised Mr [redacted] she was issuing them a refund for $for the late delivery of their U-BoxThe refund was issued to the credit card provided and 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 themThank 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 Thank you very much to [redacted] at U-Haul for resolving this matter for meAnd to the Revdex.com for your assistance in getting this resolved Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***
September 2, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] , our Executive Assistant for our [redacted] , followed up on the information Ms [redacted] providedShe informed our office Ms [redacted] was contacted and offered an apology for the inconvenience she experienced and our dealers behaviorA refund for the $Reservation Guarantee Fee was issued to Ms [redacted] by check and should be received within the next business daysMs [redacted] also offered Ms [redacted] a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerThe Certificate was sent by email Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [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 resolvedI need my money back for the hours I paid because of this company and pictures show time I called and filed online and their manager excuse that his phone was out of charge that why he ignore my emails which not makes sense 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 am not at all satisfied with the response from U-HaulThey have handled this concern with very poor customer service, I have received calls from several employees stating that they are customer service reps, managers, regional manager etcThey are all very rude and not professional at allI did not propose the idea of a full refund when I made my initial complaint, that offer was made to me by a U-Haul employee which I acceptedThe initial transaction was made on 6/28/and the actual charges did not hit my bank until 7/3/14, that is very unusual due to the fact that my financial institution states that the charge should not have taken that amount of time to post It seems to me the person who offered the refund went ahead and held the payment but then someone else put the charge throughI am only assuming that this is what happenedAs far as a full refund not being warranted as per U-Haul regional manager, that is something they should deal with internally, a full refund was promised and guaranteed and I expect them to stand by itIn any case I should not have to suffer the consecuences, they should address the people who they employ and follow up with them on how to handle these situations properlyI am due the full refund and will accept nothing less than that [redacted]
August 27, 2014Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] [redacted] ***, our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] providedShe informed our office she spoke to [redacted] and advised him of a refund for $back to his [redacted] accountThe 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 themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
August 12, Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our Albany, NY Regional Office sent an e-mail to Mr [redacted] on 8/Mr [redacted] informed Mr [redacted] he was crediting the requested amount of $to the [redacted] *** used for the rentalThe credit should appear on MrKonkur's next credit card statement 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
Thank you for your concern for our customer Mr***[redacted] ***, our Reservation Manager for our [redacted] regional office, followed up on the information Mr [redacted] providedHe informed our office he reviewed the phone conversations associated with Mr [redacted] and was in contact with him to discuss his concernsHe relayed the only time Mr [redacted] referred to his specific needs was after he had already picked up the first truckOptions were offered where Mr [redacted] would not have to pay for the truck he had and he could use alternate equipmentMr [redacted] was swapped out with one of the newer one-way 14-foot trucks to accommodate the larger hitch requirement and Mr [redacted] was on his way to [redacted] .Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 [Provide details of why you are not satisfied with this resolution.] I have tried several times to reach [redacted] ***, leaving messages each timeAs of now I have not had any contact with himI have plans Monday and will be out of reachTuesday I plan to be home all day, and again will make efforts to contact [redacted] to try to get him whatever information he needsHowever, I do not understand why an investigation is necessary When I had the hitch put on my van (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 ofAlso, the Lifetime Unlimited paperwork that I received says my hitch is a class hitch rated at 7500lbsBut this is not the hitch that was installedI asked for a class hitch but Uhaul only installed a class hitch rated at lbsThen gave me paperwork saying I had a class 3, lbstchUhaul never made me aware of this until it had done broke free and I was reporting the problemThis is when they told me that the class hitch was as big as they made for my vehicleThis is not what I asked for and not what I was told I was gettingEven the warranty paperwork is conflicting with this I do not feel any accidental overload occurred thoughAs I only had the hitch installed weeks and never hauled more than lbswith itI 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 frameAt 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 freeThis cost me $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 $getting a different hitch installed onto my sons vehicleThis was an unexpected additional cost to me since U-Haul refused to immediately resolve the problemSo to do the job I was on, it seriously cost me $450+ just in hitch work$for the different hitch on my sons vehicle and $for the hitch that broke on my van, which didn't even last weeks The whole purpose of me having the hitch installed was to haul tools and debris with a trailerWhen the hitch broke it took a week to get the different hitch put on my sons vehicle, & this cost me days of workAll together I have spent well over hours speaking with U-Haul representatives and trying to reach [redacted] ***So far I have been offered resolutionWith a $additional cost for a different hitch plus $for a rental vehicle (that wouldn't have been needed had a class hitch been installed properly, like I was told was going to happen) + days out of work is what the hitch breaking has put me outwell over $equals a not very happy U-Haul customer 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 U Haul only paid $of the $that was agreed upon over phone when this first occurred and per their response back I have attached a copy of he receipt that was provided to us I only received one email with a certificate number for $to be used for moving help (attached email) that was all used to help with this move I had to coordinate all the moving help after several attempts and promises that u haul would do this for me I have not been reimbursed (non-certificate) for the one day shipment of my key totaling $ I have also not been reimbursed for the items I had to purchase due to my missing UBox and then delayed retrieval of my UBox totaling $ I would like to still be reimbursed for a total remaining balance of $ Regards, [redacted] ***
Thank you for your concern for our customer Mr.** [redacted] ***, our Executive Assistant for our Central Alabama Regional Office, followed up on the information Mr [redacted] providedHe informed our office a refund for $was issued back to Mr***s Discover account as an adjustment on his rentalThe 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 themThank 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 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 refundableHowever, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolutionThis has been a nightmare situation and honestly, I expected more of a customer focused response from your teamAs 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 $future credit does nothing to help resolve my current issue and overall impression/experience with UhaulI placed the reservation and the details of that reservation were unable to be met by your companyI then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed uponThe 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 listenThis is about a large company stepping up and owning the fact that they messed up and fixing the situationA $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 fullI look forward to your responseUntil then, I will continue to pursue this issue through the Revdex.com and other outlets Regards, [redacted] ***
Thank you for your concern for our customers [redacted] and [redacted] [redacted] , our President for our [redacted] Regional Office, followed up on the information Mr [redacted] providedHe informed our office he spoke to Mr [redacted] and addressed his concernsAlthough Mr [redacted] states he did not receive a contract, Mr [redacted] relayed we have a signed contract from himIt is the customer’s responsibility to put their vehicle on the towing equipment and make sure their vehicle is secure before towingIf someone at the dealership helped with the loading process, it is still the customer’s responsibility to inspect the vehicleMr [redacted] explained that the dealer in question is now closed, but had no previous claims for damage due to improper hookupsA claims adjuster from RepWest Insurance Company did review the case and determined U-Haul was not at faultMror Ms [redacted] may want to have the matter addressed by their insurance company.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our [redacted] and the [redacted] regional office, followed up on the information Mr [redacted] providedShe informed our office she issued a refund for $as requested.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I did not receive any call from U-Haul after the first time I spoke with their representative$is NOT sufficient compensation for me having had to purchase a trailer at the last minute, rather than rent oneMy spare tire is wedged in under against the hitch they installed because they did not inform me on the website or on any date prior to installation that the hitch did NOT fit my truck I would consider a $1,credit that I can use at any U-Haul for any product or service to be sufficient compensation for everything I had to go through due to their mismanagement of the customer experience and the abuse and humiliation at the hands of their on-site manager Regards, [redacted]
Thank you for your concern for our customer Mr***[redacted] ***, our GM for our U-Haul Moving and Storage at [redacted] ***., followed up on the information Mr [redacted] providedShe informed our office she issued Mr [redacted] a refund for $as requested back to his [redacted] accountThe 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 themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
August 5, 2014Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] [redacted] ***, our Executive Assistant for our *** [redacted] Regional Office, followed up on the information [redacted] providedShe informed our office she contacted [redacted] ***r and advised him of a refund for $1,as an adjustment on his moveThe refund was issued back to his [redacted] account and 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 themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
July 14, 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 and sent her the following email in response: Hello [redacted] I apologize for the confusion you received from one of my representativesI will honor the reservation guarantee as it appears it was not explained properly to youThank You, [redacted] Marketing Company President The refund for $was issued by check and Ms [redacted] should receive the check within the next business days Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
September 11, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] [redacted] ***, our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Mr [redacted] and relayed the information she received after the situation was investigated by [redacted] Insurance Company: Damages claimed to the wheel well are in an area that we would not have been near during the installation of the transmission cooler or brake controller and is consistent with a high speed rubbing or road debris against the plastic wheel well areaThere is no indication or proof this was caused by U-Haul and the damages appear to be unrelated to any work done by U-Haul Please be advised our decision in the matter remains the same We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response Sincerely, [redacted] Executive Assistant U-Haul International
July 23, 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] providedShe advised Mr [redacted] she was issuing them a refund for $for the late delivery of their U-BoxThe refund was issued to the credit card provided and 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 themThank 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 Thank you very much to [redacted] at U-Haul for resolving this matter for meAnd to the Revdex.com for your assistance in getting this resolved Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***
September 2, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] , our Executive Assistant for our [redacted] , followed up on the information Ms [redacted] providedShe informed our office Ms [redacted] was contacted and offered an apology for the inconvenience she experienced and our dealers behaviorA refund for the $Reservation Guarantee Fee was issued to Ms [redacted] by check and should be received within the next business daysMs [redacted] also offered Ms [redacted] a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerThe Certificate was sent by email Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [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 resolvedI need my money back for the hours I paid because of this company and pictures show time I called and filed online and their manager excuse that his phone was out of charge that why he ignore my emails which not makes sense 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 am not at all satisfied with the response from U-HaulThey have handled this concern with very poor customer service, I have received calls from several employees stating that they are customer service reps, managers, regional manager etcThey are all very rude and not professional at allI did not propose the idea of a full refund when I made my initial complaint, that offer was made to me by a U-Haul employee which I acceptedThe initial transaction was made on 6/28/and the actual charges did not hit my bank until 7/3/14, that is very unusual due to the fact that my financial institution states that the charge should not have taken that amount of time to post It seems to me the person who offered the refund went ahead and held the payment but then someone else put the charge throughI am only assuming that this is what happenedAs far as a full refund not being warranted as per U-Haul regional manager, that is something they should deal with internally, a full refund was promised and guaranteed and I expect them to stand by itIn any case I should not have to suffer the consecuences, they should address the people who they employ and follow up with them on how to handle these situations properlyI am due the full refund and will accept nothing less than that [redacted]
August 27, 2014Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] [redacted] ***, our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] providedShe informed our office she spoke to [redacted] and advised him of a refund for $back to his [redacted] accountThe 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 themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
August 12, Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our Albany, NY Regional Office sent an e-mail to Mr [redacted] on 8/Mr [redacted] informed Mr [redacted] he was crediting the requested amount of $to the [redacted] *** used for the rentalThe credit should appear on MrKonkur's next credit card statement 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
Thank you for your concern for our customer Mr***[redacted] ***, our Reservation Manager for our [redacted] regional office, followed up on the information Mr [redacted] providedHe informed our office he reviewed the phone conversations associated with Mr [redacted] and was in contact with him to discuss his concernsHe relayed the only time Mr [redacted] referred to his specific needs was after he had already picked up the first truckOptions were offered where Mr [redacted] would not have to pay for the truck he had and he could use alternate equipmentMr [redacted] was swapped out with one of the newer one-way 14-foot trucks to accommodate the larger hitch requirement and Mr [redacted] was on his way to [redacted] .Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 [Provide details of why you are not satisfied with this resolution.] I have tried several times to reach [redacted] ***, leaving messages each timeAs of now I have not had any contact with himI have plans Monday and will be out of reachTuesday I plan to be home all day, and again will make efforts to contact [redacted] to try to get him whatever information he needsHowever, I do not understand why an investigation is necessary When I had the hitch put on my van (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 ofAlso, the Lifetime Unlimited paperwork that I received says my hitch is a class hitch rated at 7500lbsBut this is not the hitch that was installedI asked for a class hitch but Uhaul only installed a class hitch rated at lbsThen gave me paperwork saying I had a class 3, lbs
tchUhaul never made me aware of this until it had done broke free and I was reporting the problemThis is when they told me that the class hitch was as big as they made for my vehicleThis is not what I asked for and not what I was told I was gettingEven the warranty paperwork is conflicting with this I do not feel any accidental overload occurred thoughAs I only had the hitch installed weeks and never hauled more than lbswith itI 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 frameAt 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 freeThis cost me $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 $getting a different hitch installed onto my sons vehicleThis was an unexpected additional cost to me since U-Haul refused to immediately resolve the problemSo to do the job I was on, it seriously cost me $450+ just in hitch work$for the different hitch on my sons vehicle and $for the hitch that broke on my van, which didn't even last weeks The whole purpose of me having the hitch installed was to haul tools and debris with a trailerWhen the hitch broke it took a week to get the different hitch put on my sons vehicle, & this cost me days of workAll together I have spent well over hours speaking with U-Haul representatives and trying to reach [redacted] ***So far I have been offered resolutionWith a $additional cost for a different hitch plus $for a rental vehicle (that wouldn't have been needed had a class hitch been installed properly, like I was told was going to happen) + days out of work is what the hitch breaking has put me outwell over $equals a not very happy U-Haul customer 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 U Haul only paid $of the $that was agreed upon over phone when this first occurred and per their response back I have attached a copy of he receipt that was provided to us I only received one email with a certificate number for $to be used for moving help (attached email) that was all used to help with this move I had to coordinate all the moving help after several attempts and promises that u haul would do this for me I have not been reimbursed (non-certificate) for the one day shipment of my key totaling $ I have also not been reimbursed for the items I had to purchase due to my missing UBox and then delayed retrieval of my UBox totaling $ I would like to still be reimbursed for a total remaining balance of $ Regards, [redacted] ***
Thank you for your concern for our customer Mr.** [redacted] ***, our Executive Assistant for our Central Alabama Regional Office, followed up on the information Mr [redacted] providedHe informed our office a refund for $was issued back to Mr***s Discover account as an adjustment on his rentalThe 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 themThank 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 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 refundableHowever, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolutionThis has been a nightmare situation and honestly, I expected more of a customer focused response from your teamAs 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 $future credit does nothing to help resolve my current issue and overall impression/experience with UhaulI placed the reservation and the details of that reservation were unable to be met by your companyI then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed uponThe 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 listenThis is about a large company stepping up and owning the fact that they messed up and fixing the situationA $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 fullI look forward to your responseUntil then, I will continue to pursue this issue through the Revdex.com and other outlets Regards, [redacted] ***
Thank you for your concern for our customers [redacted] and [redacted] [redacted] , our President for our [redacted] Regional Office, followed up on the information Mr [redacted] providedHe informed our office he spoke to Mr [redacted] and addressed his concernsAlthough Mr [redacted] states he did not receive a contract, Mr [redacted] relayed we have a signed contract from himIt is the customer’s responsibility to put their vehicle on the towing equipment and make sure their vehicle is secure before towingIf someone at the dealership helped with the loading process, it is still the customer’s responsibility to inspect the vehicleMr [redacted] explained that the dealer in question is now closed, but had no previous claims for damage due to improper hookupsA claims adjuster from RepWest Insurance Company did review the case and determined U-Haul was not at faultMror Ms [redacted] may want to have the matter addressed by their insurance company.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International
Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our [redacted] and the [redacted] regional office, followed up on the information Mr [redacted] providedShe informed our office she issued a refund for $as requested.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International