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Plumrose Reviews (113)

September 23, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Dr. [redacted].
[redacted], our Field Manager for our East Bay Regional Office located in Oakland, CA, followed up on the information Dr. [redacted] provided. He informed our office he...

spoke to Dr. [redacted] and was able to reach an amicable resolution. A refund for $143.35 was issued as an adjustment on his move back to his [redacted] account. The refund should post on his next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] reviewed Mr. [redacted]’s recent comments. He informed our office he spoke to Mr. [redacted] yesterday and discussed our resolution. Mr. [redacted] relayed that at this moment, they have agreed to disagree. He also listed the steps that were ta[redacted] since this issue arose and the approximate time line of the events. Please be advised that our decision in the matter remains the same.1. Mr. [redacted] contacted Mr. [redacted] the night of his rental, August 8, 2014. Mr. [redacted] informed Mr. [redacted] he would review the call and send him a copy but that we would not be shipping his vehicle.2. Mr. [redacted] contacted Mr. [redacted] on August 9th and Mr. [redacted] advised him he had not yet received a copy of the call and would let him know after it was reviewed.3. Mr. [redacted] spoke to Mr. [redacted] on August 11th and sent him a copy of the call as well as reviewed the call with him. Mr. [redacted] advised him the information he provided the Call Center Agent was incorrect and the Agent had followed proper U-Haul procedure. Mr. [redacted] explained that the information we were provided was for a different vehicle model than he owned and again relayed we would not be shipping his vehicle for him. Mr. [redacted] was told this would serve as our resolution for this issue.4. Mr. [redacted] called into Customer Service and claimed he had not heard from Mr. [redacted] and requested to speak to his supervisor. Mr. [redacted] reached out to Mr. [redacted] by email and also sent him another copy of the recorded call. Customer Service received a file from the Revdex.com of Phoenix. A copy of Mr. [redacted] email was sent to the Revdex.com on September 24, 2014.5. Mr. [redacted]’s file was re-opened on September 25, 2014 when he called in to state he never received an email or phone call from Mr. [redacted].6. Mr. [redacted] spoke to Mr. [redacted] on October 27, 2014 and stated they agree to disagree at this point. Mr. [redacted] understood our position in the matter.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

September 26, 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 Western Ontario Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr....

[redacted] and advised him of a refund she issued him for $1,194 for the issues he encountered during his rental. She also offered her apology for the inconvenience he experienced.
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 Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and agreed to refund for the repairs to her vehicle. Ms....

[redacted] will email the receipt to Mr. [redacted] for reimbursement. She will also have the wiring properly installed at no charge at a selected U-Haul Center. Mr. [redacted] offered his sincere apology to Ms. [redacted] for the inconvenience she experienced.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

September 23, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], Senior Staff for our South Eastern Wisconsin Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the hitch pin came out...

in Tennessee and was also fixed in Tennessee. Ms. [redacted] drove 600 miles then insisted she be able to return in Wisconsin after she was done using the trailer. Ms. [redacted] explained there are no issues with the trailer and in fact has continued to be rented without incident. Ms. [redacted] has been advised a refund will not be issued.
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] <[redacted]>Sep 25to [redacted] Not at all I filled that truck up before I could leave that's not counting the gas for the trip. I don't want the voucher because I will not be using Uhaul again anytime soon. The horn was not working and we rented another truck before I received the voucher and it was so bad it wouldn't start and the roadside had to come out to get it going. This truck was worst than the other and there was nothing at the back of the truck heavy. Also the guy that worked there stated the steering was bad and why he didn't do a report I don't know we told all the personnel there about it and the guy that drove it to take the trailer off made the statement to me before I could say anything to him.  Further more that wasn't the first time I've driven that size truck on the highway. I have driven that size truck a few times and never was it like this. When I spoke to you last time you said someone from corporate would call and that never happened. 
Unsatisfied customer.[redacted] <[redacted]>Sep 25 to [redacted] I only received one phone call from you on yesterday and you left a message.
I don't have any messages from anyone at Uhaul and this is my response to one email. I believe they are hoping the time runs out because they don't want to compensate me at all. I would like at l[redacted] half of my money back not a $50.00 voucher that I will never use.
Regards,
[redacted]

Thank you for your concern for our customer Ms. [redacted].Catherine Lansing, our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], We have received your letter at the...

local level and in Phoenix. I do apologize for any confusion or misunderstandings however these charges do still stand. We have reviewed this situation multiple times and the outcome is still the same. Thank you, Catherine Lansing 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

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 informed our office that [redacted] Insurance Company did an investigation and concluded U-Haul was not at fault and he...

is in agreement with their decision.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 firmly reject your response,  firstly, I have not received NOT 1 phone call or message regarding this complaint after my report to the Revdex.com so that right there was a false statement. Secondly, the issue at hand is not that I did not identify the damage prior to signing of the contract, my complaint is that the truck was dropped off undamaged and that there isn't a way for Uhaul to show me the evidence that the damage occured during my possesion and not after the truck was dropped off at the designate drop off location. How do I know that the surveillance camera(s) were working properly and/or placed where the truck is visible at all angles? The only way I can accept a response as dismissive as Hauls response  is if I am able to see the surveillance video especially after reading another review from another customer complaining that "Uhaul's surveillance conveniently doesn't reach" the unit that was broken into (link for reference,  [redacted] ).  As much as they could be telling the truth, they can also be giving false or incomplete details of their "proper procedures".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. Many thanks to UHaul! I have been and will remain a loyal 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.[redacted] Of course they would go with the Insurance company not paying for their responsibilities!!  I agreed to pay for any damage of their equipment if I returned it damaged and they do not claim responsiblility for their trailer causing damage to my truck tail gate.Regards

Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted] and sent her the following email in response:[redacted] Good morning, my name is [redacted] and I have been the representative that has been attempting to contact you on several occasion regarding you dispute about damages to the pick up truck you rented and returned to [redacted] U-Haul. I have also been the one the watched the entire night of video surveillance footage from the night you dropped off the truck. In watching the footage from that evening I did not see anything damage the truck you returned. I also have looked at the documents that were signed by you at the time of rental showing that you took possession of the truck with out any damage and when it was checked in there was damage. At this point our charges for the $150.00 deductible do apply. If you have any proof that this damage did not happen while the truck was in your possession I urge you to forward that to my office. Thanks, [redacted]We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Thank you for your continued concern for our customer Mr. [redacted].Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent information Mr. [redacted] provided and sent him the following email in response:Good morning Mr. [redacted], Hope this finds you doing well. Our sincere apologies for all of the horrendous errors we made in dealing with you, and your family. misspelling names, marital status error (just because you both have the same last name), and our "inept at either basic math or basic writing and grammar" errors, which you were so kind to point out. it is obvious, from the amount of space you dedicated to these in your rebuttal, that they have created much aggravation and irritation for you. For these items, and the issues with your truck rental, please accept the additional $500 reimbursement that was returned to your credit card today. Sincerely, [redacted], E.A. [redacted]We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul Moving and Storage at [redacted]. located in [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], I am writing this e mail in regards to your...

recent complaint with U-Haul. I first would like to send a apology if in any way any of my workers were rude or unprefessional in any way to you. Also I would like to let you know we will refund the 30 dollars back to your card if you can just give me a call to do so again sorry for any problems this may have caused for you and we will consider this matter resolved once refund is done. Have a great day and we hope to have you back at U-Haul as a loyal customer. Sincerely [redacted]Our records indicate the refund for $30 was issued back to Ms. [redacted]’s [redacted] account on September 19th. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

[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 am read to move foward with the discussion of compensation for the loss of my belongings. But, is the company willing to discuss reimbursement of the monthly payments directly from my account; which weren't beneficial to me as a customer at  all?) I will wait for the business to perform this action and, if it does, I will consider this complaint resolved.
Regards,
[redacted]

Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted by her office and found there was possible...

miscommunication with our reservation agent. Mr. [redacted] was led to believe no storage spots were available, when in fact there were. A reservation was made for Mr. [redacted] and a confirmation number sent to him.
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 Ms. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted]. He explained that after another review of the situation, their resolution remains the same. He relayed that this was always a one-way rental and charged the same rate as quoted.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], Senior Staff for [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good afternoon [redacted], I firstly would like to thank you for contacting us...

about your rental experience that you had with U-Haul. I do apologize for the inconveniences that you had during the time you had the rental. Unfortunately, you had experienced mechanical failures during your move that we cannot plan. We tried to get you assistance as fast as we could which sometimes didn't seem like it was quick enough for that I do apologize. In consideration, we have refunded you for half of the rental which would be $1,004.92 which will go onto the card that you used for the rental. This is not including the amount of $497.10 that you were refunded previously. Again, my apologies for your inconveniences. Thank you, Have a great day! [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

Thank you for your concern for our customer Mr. [redacted].[redacted], Senior Staff for our E[redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she is currently waiting to hear back from Mr. [redacted] to personally address his...

concerns.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

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. She relayed that proper procedures were followed at the time of dispatch. Ms. [redacted] signed the contract indicating there...

was no damage to the truck at the time of rental. However, when it was checked back in, we found damage. Because she had taken the Damage Waiver, she was only responsible for the $150 deductible. Unreturned messages were left for Ms. [redacted] by our [redacted] Regional Office. Please be advised our decision in the matter remains the same.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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