Firstly, this is a U-Haul complaint and needs to be addressed with U-Haul Secondly, when the truck was dispatched, it was on 5/of a tank The truck was returned on 1/of a tank...or 1/of a tank short of the dispatched fuel level We spoke to the customer who assured us she put gallons of gas in the tank, however that wasn't enough They drove the vehicle miles Based on miles per gallon, they would have needed - gallons in order to return the vehicle on 5/which they they were charged for appropriately in the amount of $according to their contract There will be no reimbursement of $because the customer failed to return the truck on the appropriate fuel level of 5/
August 6, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] [redacted] , our Executive Assistant for our [redacted] , followed up on the information [redacted] providedHe informed our office he sent [redacted] an email offering his apology for the inconvenience he experienced and explained he did sign a contract agreeing to return the trailer he rented to the same location he rented fromBecause [redacted] took the trailer one-way, he is responsible for the one-way rateIn the interest of customer good faith, [redacted] issued a refund for $as an adjustment back to [redacted] ’s [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 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 While yes, the company reimbursed me for the third box, I do not feel that this makes up for the delays and stress this company has put me through during my move The company never offered to help resolve my issueI was simply told there was nothing they could do as mu boxes had been shipped I had to spend hours of my time and using my limited minutes, in order to get them to agree to giving me a 3rd box I also asked when speaking with a representative what I would be Compensated and was told the entire cost of the transactionWhich I was told was $ I had asked the company to mail meAll of my transcripts but the ones that included me asking this question were not included This company has been above and beyond unprofessional and I am extremely dissatisfied with their service Regards, [redacted]
August 19, 2014 BBB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted] , whose name appears on the rental agreement. [redacted] , our Executive Assistant for our [redacted] , followed up on the information [redacted] ***... provided and sent the following email in response: Sir - I reviewed your contract and charges and it shows a 2 day rental being charged for a total of $127.92 - when the rental was initiated at the store on 8/1/2014 a hold was placed on your credit card for $79.51- when the truck was returned 2 days later on 8/3/2014 the balance due was $48.41 - the hold amount of $79.51 was then processed along with $48.41 to equal your total due of $127.92 - I do not see any other charges on your card 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 Uhaul did send out a cheque for the full amount and I have recieved itI am happy to have my money back, however proper steps should be followed to assure this never happens to anyone elseIt was a nightmare to deal with themI consider this resoled 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 [redacted] did call me however, they only credited my account for and not I spoke to him countless times and even sent him a copy of the bank statement They took off of the card and that's what I want credited back to my account Honestly, I should get everything back due to the fact of their unprofessionalism and disgusting customer service and lazy employees I will never do business with them again and neither will my friends or family The fact that this situation is still not resolved and it's been over a month is ridiculous 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 A U-Haul representative personally told me over the phone that we will have the truck until 2:30pm the following dayWhen speaking to the supervisor about this matter he stated that they did indeed have recorded phone conversation of the verbal agreementI would like to request these records for review as well as any records made after the matter proving poor customer service and unnecessary incivilityIf these requests can be met I would appreciate itThank You Regards, [redacted]
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 would also like to note that I received a survey regarding U-Box today. This survey makes me believe that UHaul is truly trying to improve the operations of the U-Box program. I hope this is the case.Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . I am appreciative and find this resolution satisfactory. I consider this complaint resolved. Regards, [redacted]
Thank you for your concern for our customer Mr [redacted] [redacted] , our Field Manager for our Northwest Dallas Regional Office followed up on the information Mr [redacted] providedShe informed our office she contacted Mr [redacted] and offered her apology for the inconvenience he experienced and advised him of a refund for $as requestedThe refund was issued back to Mr [redacted] ’s [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 Assistant U-Haul International
Thank you for your concern for our customers [redacted] and [redacted] , whose name is on the actual contract [redacted] , our Executive Assistant for our [redacted] , followed up on the information Mr [redacted] providedShe informed our office the truck Ms [redacted] rented was at 3/of a tank of fuelAlthough our U-Haul employee viewed the gauge to be actually at 7/of a tank, they kept the reading at 3/When the truck was returned, the gauge was between 3/and 7/Mr [redacted] or Ms [redacted] put more fuel in the tank than needed, however, per the rental agreement, we do not refund for extra fuel put in the tank As we value Ms [redacted] as a customer, we sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches 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. The money ($392) that U-Haul stole from me was returned with assistance of my bank and [redacted] ***, not by the merchant. U-Haul was not cooperative and not very responsive (they left message and didn't return phone calls a few times). Due to provided low performing equipment, we had to spend an unpaid full-working day in transit. It would be appropriate if U-Haul would compensate me for their unprofessional services and equipment that caused us delays and missed working hours and time spent on the phone with Bank, [redacted] ***, U-Haul trying to resolve the issues. Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me The business performed this action and, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I returned the phone calls, and left a message with reception When I still did not hear back, I called again, at which point I was told that they don't really do messages, despite the fact I was told my message would be relayed I then sent an email with the details, which I received no response to When I followed up, *** said she had emailed me back for additional information including the receipts That was two days ago, and I am currently collecting the receipts to send back
Regards,
*** ***
September 4, 2014Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customers *** *** and *** ***, whose name is on the contract.*** ***, our President for our *** *** Regional Office, followed up on the information *** *** providedHe
informed our office *** *** and *** *** were contacted and advised that at that time the pick up location was only preferred and had not yet been scheduledOnce the equipment is scheduled at a specific location and time, we guarantee to fill the reservation as scheduled or will refund the $Reservation Guarantee FeeTheir situation did not qualify for the refund of the Guarantee Fee.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,*** ***Executive AssistantU-Haul International
September 5,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our custome* *** ***
*** *** our Executive Assistant for our Western New York Regional Office, reviewed the recent comments from *** *** and sent her the following email in response:
Good morning *** ***, I am writing in regards to your recent letter to the Revdex.comI have rediscussed your situation with our Marketing Company President and our resolution still standsI do apologize for all the issues and inconveniences associated with this rentalOn 8/4/you called and spoke with a Customer Service Representative requesting that more than just the $Reservation Guarantee be provided, you were requesting that some of the moving help cost be covered by us as wellOn 8/6/you advised Area Field Manager *** *** that you wanted $plus $for moversOn 8/25/I left a message advising I would honor that request and when I did not hear back from you I processed that refund on 8/26/and sent you and email in regards to itYour original request from 8/4/was honoredIn regards to the issue with the length of time it took to get a receipt, I do apologizeAs I did advise the dispatching location did make an accident and put the wrong truck on the contract however the receiving location could still have closed this out and provided you a receiptI am not "passing the blame"on Queensbury as you indicate in you letter I am simply stating the dispatching dealer is not at 100% fault for them being unable to close out the contract and provide you a receiptYou were not overcharged for this and ultimately you did get a receipt, I am sorry for the length time it did take for you to receive that receiptUltimately you were able to complete your move and we did provide a refund for the issues causedWe are considering this resolved on our endI am sorry about the leak in your storage unit, as I have no authorization in that area of New York I cannot open an insurance claim nor resolve that issue for youHowever, I can put you in contact with the office that can if you need assistance with thatOnce again I am sorry for the issues associated with this rentalPlease let me know if you need to be put in contact with a representative in U-Haul of Eastern New YorkThank you, *** *** Executive Assistant U-Haul Coof Western New York *** *** *** ** Victor, NY Office ###-###-#### Ext ***
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,
*** ***
Executive Assistant
U-Haul International
August 26,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Mr***
*** ***, our Executive Assistant for our Boston Regional Office, followed up on the information Mr*** providedHe informed our office he issued a refund for the
$Reservation Guarantee Fee back to Mr***’s American Express 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,
*** ***
Executive Assistant
U-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While I appreciate the response to my complaint I cannot accept a standardized message regarding all the issues I encountered while utilizing Uhaul's services The charges are incorrect and I spent hours on the phone with Uhaul in order to file objections to specific charges These have still not been resolved and I have not received any communication regarding these matters even though Uhaul's standard is to contact the customer within hours of a filed objection
The customer service issues we encountered were not addressed either with myself or the employees involved We were treated rudely, conned into buying more Uhaul products, lied to about invoices, charged multiple times, and generally put through a horrific experience
Our Uhaul boxes were tampered with and broken into while in Uhaul's possession This is unacceptable on any level and is not the security or safety promised by Uhaul
I am requesting a full refund immediately
Regards,
*** ***
August 20, 2014Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer *** ***.*** ***, our Executive Assistant for our *** *** Regional Office, followed up on the information *** *** provided and sent him the following email on or about August 15th
in response:*** ***, We have received your objection requesting the $guarantee again, as well as, the Revdex.com complaintThis guarantee was issued to you as promised on 7/23/14, prior to these complaintsIf you have not received it, then you should contact ***I do not know their policy on when credits are issued to customer accountsI am also emailing you a copy of the receiptThank You, *** ***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,*** ***Executive AssistantU-Haul International
September 23,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our customer Ms***
*** ***, our Executive Assistant for our East Houston Regional Office, reviewed the recent information from Ms*** and sent her the following email in response:
***, I received notice from the Revdex.com that you do not feel your complaint has been resolvedI tried to contact you by phone on 09/19/and left a message to return my callI am sending this email because I was not able to contact you by phoneI would like to start by apologizing again, for all the time you have spent trying to resolve thisI would like to address a couple of the things in your response1) When you over paid your account you unfortunately made the double payment first and then the single paymentThe young lady ***) that corrected your account, reversed your payments which can only be performed by working backwardsUnfortunetely that means the single payment had to be reversed first then the double paymentConsequently that caused her to make another payment to bring your account back currentI did not explain this procedure to you before, because I did not feel you thought we were to blame for all that has happened2) When we spoke on the 15th I felt we agreed that you, your bank, and U-haul shared in the blame, for all that has happened, While I agree we (U-Haul) could have been more timely in responding to you when the bank overdrafted your account, I believe our initial goal was to provide good custmer service and correct your account for youWith all that being said it is clear you feel we (U-Haul) should do moreI offered you a free month because of our slow response when your bank charged you over draft feesI was not aware you were in the middle of moving at that timeI show you are still in the room at this time 09/20/My offer of the free month is still availableI would be happy to contact your bank on your behalf, verifying that the charge and credits were processed the same day, Please let me know what more, you feel we should doAgain I apologize for all that has happened*** *** Executive Assistant *** *** U-Haul Coof East Houston ###-###-#### Ext ***
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,
*** ***
Executive Assistant
U-Haul International
Firstly, this is a U-Haul complaint and needs to be addressed with U-Haul Secondly, when the truck was dispatched, it was on 5/of a tank The truck was returned on 1/of a tank...or 1/of a tank short of the dispatched fuel level We spoke to the customer who assured us she put gallons of gas in the tank, however that wasn't enough They drove the vehicle miles Based on miles per gallon, they would have needed - gallons in order to return the vehicle on 5/which they they were charged for appropriately in the amount of $according to their contract There will be no reimbursement of $because the customer failed to return the truck on the appropriate fuel level of 5/
August 6, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] [redacted] , our Executive Assistant for our [redacted] , followed up on the information [redacted] providedHe informed our office he sent [redacted] an email offering his apology for the inconvenience he experienced and explained he did sign a contract agreeing to return the trailer he rented to the same location he rented fromBecause [redacted] took the trailer one-way, he is responsible for the one-way rateIn the interest of customer good faith, [redacted] issued a refund for $as an adjustment back to [redacted] ’s [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 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 While yes, the company reimbursed me for the third box, I do not feel that this makes up for the delays and stress this company has put me through during my move The company never offered to help resolve my issueI was simply told there was nothing they could do as mu boxes had been shipped I had to spend hours of my time and using my limited minutes, in order to get them to agree to giving me a 3rd box I also asked when speaking with a representative what I would be Compensated and was told the entire cost of the transactionWhich I was told was $ I had asked the company to mail meAll of my transcripts but the ones that included me asking this question were not included This company has been above and beyond unprofessional and I am extremely dissatisfied with their service Regards, [redacted]
August 19, 2014 BBB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted] , whose name appears on the rental agreement. [redacted] , our Executive Assistant for our [redacted] , followed up on the information [redacted] ***... provided and sent the following email in response: Sir - I reviewed your contract and charges and it shows a 2 day rental being charged for a total of $127.92 - when the rental was initiated at the store on 8/1/2014 a hold was placed on your credit card for $79.51- when the truck was returned 2 days later on 8/3/2014 the balance due was $48.41 - the hold amount of $79.51 was then processed along with $48.41 to equal your total due of $127.92 - I do not see any other charges on your card 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 Uhaul did send out a cheque for the full amount and I have recieved itI am happy to have my money back, however proper steps should be followed to assure this never happens to anyone elseIt was a nightmare to deal with themI consider this resoled 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 [redacted] did call me however, they only credited my account for and not I spoke to him countless times and even sent him a copy of the bank statement They took off of the card and that's what I want credited back to my account Honestly, I should get everything back due to the fact of their unprofessionalism and disgusting customer service and lazy employees I will never do business with them again and neither will my friends or family The fact that this situation is still not resolved and it's been over a month is ridiculous 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 A U-Haul representative personally told me over the phone that we will have the truck until 2:30pm the following dayWhen speaking to the supervisor about this matter he stated that they did indeed have recorded phone conversation of the verbal agreementI would like to request these records for review as well as any records made after the matter proving poor customer service and unnecessary incivilityIf these requests can be met I would appreciate itThank You Regards, [redacted]
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 would also like to note that I received a survey regarding U-Box today. This survey makes me believe that UHaul is truly trying to improve the operations of the U-Box program. I hope this is the case.Sincerely, [redacted] ***
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] . I am appreciative and find this resolution satisfactory. I consider this complaint resolved. Regards, [redacted]
Thank you for your concern for our customer Mr [redacted] [redacted] , our Field Manager for our Northwest Dallas Regional Office followed up on the information Mr [redacted] providedShe informed our office she contacted Mr [redacted] and offered her apology for the inconvenience he experienced and advised him of a refund for $as requestedThe refund was issued back to Mr [redacted] ’s [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 Assistant U-Haul International
Thank you for your concern for our customers [redacted] and [redacted] , whose name is on the actual contract [redacted] , our Executive Assistant for our [redacted] , followed up on the information Mr [redacted] providedShe informed our office the truck Ms [redacted] rented was at 3/of a tank of fuelAlthough our U-Haul employee viewed the gauge to be actually at 7/of a tank, they kept the reading at 3/When the truck was returned, the gauge was between 3/and 7/Mr [redacted] or Ms [redacted] put more fuel in the tank than needed, however, per the rental agreement, we do not refund for extra fuel put in the tank As we value Ms [redacted] as a customer, we sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches 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. The money ($392) that U-Haul stole from me was returned with assistance of my bank and [redacted] ***, not by the merchant. U-Haul was not cooperative and not very responsive (they left message and didn't return phone calls a few times). Due to provided low performing equipment, we had to spend an unpaid full-working day in transit. It would be appropriate if U-Haul would compensate me for their unprofessional services and equipment that caused us delays and missed working hours and time spent on the phone with Bank, [redacted] ***, U-Haul trying to resolve the issues. Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me The business performed this action and, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I returned the phone calls, and left a message with reception When I still did not hear back, I called again, at which point I was told that they don't really do messages, despite the fact I was told my message would be relayed I then sent an email with the details, which I received no response to When I followed up, *** said she had emailed me back for additional information including the receipts That was two days ago, and I am currently collecting the receipts to send back
Regards,
*** ***
September 4, 2014Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customers *** *** and *** ***, whose name is on the contract.*** ***, our President for our *** *** Regional Office, followed up on the information *** *** providedHe
informed our office *** *** and *** *** were contacted and advised that at that time the pick up location was only preferred and had not yet been scheduledOnce the equipment is scheduled at a specific location and time, we guarantee to fill the reservation as scheduled or will refund the $Reservation Guarantee FeeTheir situation did not qualify for the refund of the Guarantee Fee.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,*** ***Executive AssistantU-Haul International
September 5,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our custome* *** ***
*** *** our Executive Assistant for our Western New York Regional Office, reviewed the recent comments from *** *** and sent her the following email in response:
Good morning *** ***, I am writing in regards to your recent letter to the Revdex.comI have rediscussed your situation with our Marketing Company President and our resolution still standsI do apologize for all the issues and inconveniences associated with this rentalOn 8/4/you called and spoke with a Customer Service Representative requesting that more than just the $Reservation Guarantee be provided, you were requesting that some of the moving help cost be covered by us as wellOn 8/6/you advised Area Field Manager *** *** that you wanted $plus $for moversOn 8/25/I left a message advising I would honor that request and when I did not hear back from you I processed that refund on 8/26/and sent you and email in regards to itYour original request from 8/4/was honoredIn regards to the issue with the length of time it took to get a receipt, I do apologizeAs I did advise the dispatching location did make an accident and put the wrong truck on the contract however the receiving location could still have closed this out and provided you a receiptI am not "passing the blame"on Queensbury as you indicate in you letter I am simply stating the dispatching dealer is not at 100% fault for them being unable to close out the contract and provide you a receiptYou were not overcharged for this and ultimately you did get a receipt, I am sorry for the length time it did take for you to receive that receiptUltimately you were able to complete your move and we did provide a refund for the issues causedWe are considering this resolved on our endI am sorry about the leak in your storage unit, as I have no authorization in that area of New York I cannot open an insurance claim nor resolve that issue for youHowever, I can put you in contact with the office that can if you need assistance with thatOnce again I am sorry for the issues associated with this rentalPlease let me know if you need to be put in contact with a representative in U-Haul of Eastern New YorkThank you, *** *** Executive Assistant U-Haul Coof Western New York *** *** *** ** Victor, NY Office ###-###-#### Ext ***
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,
*** ***
Executive Assistant
U-Haul International
August 26,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Mr***
*** ***, our Executive Assistant for our Boston Regional Office, followed up on the information Mr*** providedHe informed our office he issued a refund for the
$Reservation Guarantee Fee back to Mr***’s American Express 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,
*** ***
Executive Assistant
U-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
While I appreciate the response to my complaint I cannot accept a standardized message regarding all the issues I encountered while utilizing Uhaul's services The charges are incorrect and I spent hours on the phone with Uhaul in order to file objections to specific charges These have still not been resolved and I have not received any communication regarding these matters even though Uhaul's standard is to contact the customer within hours of a filed objection
The customer service issues we encountered were not addressed either with myself or the employees involved We were treated rudely, conned into buying more Uhaul products, lied to about invoices, charged multiple times, and generally put through a horrific experience
Our Uhaul boxes were tampered with and broken into while in Uhaul's possession This is unacceptable on any level and is not the security or safety promised by Uhaul
I am requesting a full refund immediately
Regards,
*** ***
August 20, 2014Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer *** ***.*** ***, our Executive Assistant for our *** *** Regional Office, followed up on the information *** *** provided and sent him the following email on or about August 15th
in response:*** ***, We have received your objection requesting the $guarantee again, as well as, the Revdex.com complaintThis guarantee was issued to you as promised on 7/23/14, prior to these complaintsIf you have not received it, then you should contact ***I do not know their policy on when credits are issued to customer accountsI am also emailing you a copy of the receiptThank You, *** ***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,*** ***Executive AssistantU-Haul International
September 23,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our customer Ms***
*** ***, our Executive Assistant for our East Houston Regional Office, reviewed the recent information from Ms*** and sent her the following email in response:
***, I received notice from the Revdex.com that you do not feel your complaint has been resolvedI tried to contact you by phone on 09/19/and left a message to return my callI am sending this email because I was not able to contact you by phoneI would like to start by apologizing again, for all the time you have spent trying to resolve thisI would like to address a couple of the things in your response1) When you over paid your account you unfortunately made the double payment first and then the single paymentThe young lady ***) that corrected your account, reversed your payments which can only be performed by working backwardsUnfortunetely that means the single payment had to be reversed first then the double paymentConsequently that caused her to make another payment to bring your account back currentI did not explain this procedure to you before, because I did not feel you thought we were to blame for all that has happened2) When we spoke on the 15th I felt we agreed that you, your bank, and U-haul shared in the blame, for all that has happened, While I agree we (U-Haul) could have been more timely in responding to you when the bank overdrafted your account, I believe our initial goal was to provide good custmer service and correct your account for youWith all that being said it is clear you feel we (U-Haul) should do moreI offered you a free month because of our slow response when your bank charged you over draft feesI was not aware you were in the middle of moving at that timeI show you are still in the room at this time 09/20/My offer of the free month is still availableI would be happy to contact your bank on your behalf, verifying that the charge and credits were processed the same day, Please let me know what more, you feel we should doAgain I apologize for all that has happened*** *** Executive Assistant *** *** U-Haul Coof East Houston ###-###-#### Ext ***
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,
*** ***
Executive Assistant
U-Haul International