Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments Mr. [redacted] relayed. He informed our office a refund for $50 has been issued to Mr. [redacted] in accordance with our Reservation Guarantee Policy. The refund was issued by check and Mr. [redacted] should receive it within the next 10 business days.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
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 hitch that I was sold in Nampa would not have a rise of 4 inches the one I bought and replaced it with in Coos Bay does that so you do not know what you are talking about the hitch that was sold to me on my paperwork is a 2 in drop tor a 2 inch rise. So you are not telling the truth I have my sales slip that states this so please stop lying and I was never told that I could turn it up for a rise and I did tell the sales clerk what I was towing so why didn't he put it in that way? I am a woman and trusted UHaul to install it the right way my mistake that I will not do again!
I am taking my car in for review of the struts to see if UHaul messed those up. If you want to keep lying and not owning up to your mistake then I will call my credit card services and have the charge reversed and I will see you in court!!
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.
The business really did not do anything about the complaint, they just called and said they knew the manager personally and that he is not that kind of person who would do that. What kind of response is that? We received terrible service and people should know not to use this location. The manager at that location was rude and made us cancel our move, which is unacceptable especially because we did everything right and were extremely inconvenienced by the manager's tantrum and personal vendetta. Whatever happened to "customer is always right."
Regards,
[redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $48.78 was issued back to Mr. [redacted]’s [redacted] account on September 11th and should...
post on his next credit card statement.As we value Mr. [redacted] as a customer, Mr. [redacted] explained they sent him a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Thank you for your concern for our customer Mr. [redacted], our President for our [redacted], followed up on the information Mr. [redacted] provided. He informed our office that attempts have been made to contact Mr. [redacted] without success. Mr. [redacted] mentioned that...
Mr. [redacted] has the ability to track the phone in order to verify the location but has chosen not to do so.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 30, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our President for our South Eastern Wisconsin Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. [redacted]’s Executive Assistant, [redacted], contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for $84 was issued back to Ms. [redacted]’s [redacted] account as an adjustment and should post on her next credit card statement.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our [redacted] Regional Office, reviewed the recent comments from Mr. [redacted]. He spoke to Mr. [redacted] and explained why his claim was denied. Although we sympathize with the situation Mr. [redacted] incurred, 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 industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International
October 2, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
After another review of the information Ms. [redacted] provided, please be advised our decision in the matter remains the same. U-Haul is a do-it-yourself moving company. We can suggest size of equipment based on average rooms of furniture. Only the customer knows how large or bulky their items may be and it is their responsibility to make the final decision on what size of truck will accommodate their items.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office our GM from our [redacted] U-Haul Center, [redacted] Montoya, contacted Mr. [redacted] yesterday and explained that when he arrived at our U-Haul Center on September 26, 2014, she met him and relayed she had obtained a space for him as requested along with a new access card. Mr. [redacted] informed Ms. [redacted] that he was moving out although Ms. [redacted] had the space he wanted at the old price in place due to the help of our Storage Group. Mr. [redacted] declined. She offered him the space again yesterday at the old price. Notes in the storage account documented on September 26th state Ms. [redacted] spoke with Mr. [redacted] to give him his new access card after transferring him into the parking space he requested. Mr. [redacted] stated he had already rented a new space and is moving out. Please be advised no further action will be taken in this 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
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He offered his apology on...
behalf of U-Haul and the manager involved. He assured Mr. [redacted] he is very familiar with our GM and he is normally not the type of person to be rude with our customers. Mr. [redacted] relayed that Mr. [redacted] accepted his apology.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear [redacted], I have received the forward of the information...
you had provided to the Revdex.com regarding your recent rental, and would like to sincerely apologize for the inconveniences that you had encountered. We have somewhat recently embraced hand-held technologies to speed the check in process along for our customers, which has been incredibly well received. From what I've been able to determine, the reason that nobody has been able to give you a good answer to your questions is that your particular contract kind of was, but was not "completed". The best we can come up with is that the signal dropped somewhere during the check in process, and although a "total" was determined, the system didn't log the amounts to get to the total, nor did it complete the transaction by tansmitting the refund of the $11.55 remaining from the deposit. I'm truly sorry that this happened, and equally sorry that we could not provide you with an adequate explanation as to why we could not give you totals. I am hoping that this email is an adequate explanation, even though I still cannot give you a complete breakdown of the charges within a rental contract receipt, as they simply are not there. By reviewing mileage and fuel levels of the truck before and after the rental, I've done the math and spelled out the break down of the rental charges below, however, for the inconvenience, I have issued a credit back to your card for the full $75.00, and we will not charge you anything for this rental. I again extend my apologies for the problems that you had encountered. If I can be of further assistance, please contact me directly, and I will do my best to assist. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York = Truck 19.95 Mileage 16.59 Safemove 14.00 Fuel 7.50 (truck left with 3/4, returned with 11/16) Tax 5.41 Total 63.45.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 [redacted] and/or [redacted], whose name is listed on the rental agreement.[redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in...
response:Mrs [redacted], I've left a few messages on your voicemail trying to resolve your complaint with your U-Haul rental back in August. First, I want to sincerely apologize for the trouble that you had with our equipment. We understand that moving is stressful, and our job to you as a customer is to make your moving experience as easy as possible. A few problems that I would like to address, starting with the amount of fuel you used in the truck. $160 dollars in fuel is accurate for a 370 mile trip for a 26' truck loaded, with an auto transport with a vehicle on it in tow. That would equate to about 7 miles per gallon if you spent on average $3.00 per gallon of fuel. Regarding the steering problems you had with the equipment; after the truck was recieved in [redacted], I have reviewed the repair history on that particular truck, and no issues were found with the truck. It shows it has been on rent for the past few weeks since you have dropped off, with no further problems. It is very possible that if the truck is not loaded evenly, (heavier to one side, too much weight towards the rear of the truck) that will cause the truck to not steer as easily if the truck was evenly loaded. And lastly, regarding the 18-wheelers that passed you, causing the truck to waver within the lane; our moving trucks do not drive like regular passenger cars that most customer are used to driving everyday. When any large vehicle passes the truck at 50+ miles per hour, there will absolutely be a gust that will possibly move the equipment within the lane. I do hope the $50 credit we discussed last time we spoke will come in handy for your next rental experience, and anything else I can help with feel free to contact. Thank you [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 Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], Being that you are the customer with the boyfriend that...
stole the managers IPAD and the police report was made against the both of you I do not believe you are allowed back on premises. You may have the [redacted] police come with you as we are accepting the 50.00 as a settlement and you must remove your belongings no later than 09/30/2014. And you must leave your storage room free of any and all of your belongings. If you need to contact me my number is ###-###-#### [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
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 message that [redacted] from Uhaul sent to the Revdex.com on Sep 23, was already sent to me on Sep 17...and I wrote to the Revdex.com on that same day and said the following (and have still never received a response from either the Revdex.com or Uhaul):
[redacted] from Uhaul finally contacted me (only because of you contacting them!) and I am NOT AT ALL satisfied with this response!!! Not only are they are not refunding us for even close to the amount we are asking for (and believe they should give us), but they also are showing that they are inept at either basic math or basic writing and grammar. Because she says, "we have refunded you for half of the rental which would be $1,004.92..." (but 1004 has never been, nor ever will be half of 3004, which was the rental price!) Then she adds, "...not including the amount of $497.10 that you were refunded previously." Ok, I assume that what they're TRYING to say is that with the amount of 497.10 added to the 1004.92 (totaling $1502.02) they've then given us half of the original $3004. But, her wording of "not including the...$497.10..." implies that they are crediting $1500 back to my credit card..."not including the $497"! Whatever. I'm still beyond frustrated that they haven't yet decided to just give us everything back! This whole experience has been atrocious!!! PLEASE tell me you guys at the Revdex.com can help us get more refunded back from Uhaul then a mere 25% of the total refunded amount were asking for!!! Honestly, I believe they should be willing to go way over even that amount, but I'm not kidding myself in expecting them to actually care about their customers, let alone their own reputation with the community!
Furthermore, her opening comment to the Revdex.com (before her message to me) which said, "Thank you for your concern for our customers, "Mr. and Mrs. [redacted]" is just more proof that she/Uhaul does NOT actually "care" because the customers are not a husband and a wife, but a brother and a sister (which has been communicated in numerous written documents and verbal conversations that have been recorded) and yet this just continues to show that they are not actually paying attention to us and showing any kind of concern or "care"...but, rather are simply dismissing this whole ordeal with a casual disregard, not even attempting to get basic information correct when they address us (as was demonstrated EVERY time they mispronounced/spelled my sister's name) and mention us to you. I realize that the name issue in itself isn't really important, but I'm pointing it out because, as I mentioned above, it just further demonstrates both their lack of professionalism AND genuine concern for their customers (no matter what they say.)
NO. I do NOT accept this mediocre attempt to appease us with a tiny percentage of what they should rightfully offer us as a refund, settlement, recompensation, or whatever they would like to call it...merely to dismiss the atrocious way they have CONTINUALLY treated us both during the event and ever since. Honestly, I find the fact they think 25% of a refund would be enough, to be both insulting and mind-boggling. So, yes, I would STILL like the Revdex.com to help us acquire the rest of the amount we feel they owe (roughly, another $4,500). We have copies of receipts and voice recordings of our conversations with them during the week of the whole ordeal. If you need any of those items, please let me know.
This company can NOT be allowed to continue misrepresenting themselves (advertisements, social media, etc...) and mistreating their customers (I know I'm not the only one they have put in harm's way with faulty equipment--and then refused to financially refund, because the internet is FULL of complaints by customers throughout the years who have had similar situations to mine, yet with no resolution.) I refuse to let this continue! They need to be held accountable! They need to learn from their mistakes and NOT be allowed to continuously keep making them, affecting countless lives year after year, with no substantial repercussions! This blatant disregard for their customers well-being is horrific and disgusting (let alone the awful way it paints their company--cavalier malpractice mixed with an arrogant dismissal of human decency), all while saying the 'right things' and then having no serious consequences forcing them to do better next time! This must not continue!!! So, again, I repeat...YES, I definitely believe they should do the decent, honest thing and refund us the other 75% of what we are asking (if not more!)
Please inform me as to what the next step will be, and what if anything, you need from me to continue pursuing a better more appropriate response from Uhaul than any of the lame replies we have received up to this point. Thank you.
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 company did in fact put the 170 in my account. And I appreciate that. But I responded to this email already and told them that 170 was not enough. I spent SO much money over a $12 lock. It's ridiculous. I gave the amounts I expected, if you do not want to give the money I spent in gas that part is at least understandable because you cannot account for it. The rest you can. I gave all the information needed for you to look up the account and verify what was spent. I was given 1/6 of my complaint, I find this highly insulting especially since, yet AGAIN, I responded to the company and got no response back except for this Revdex.com automated response...which was the email I responded to and heard nothing back. I am actually a little disappointed in myself as well for believing that a company of this magnitude actually cared about customer service and fairness. Regards,[redacted]
October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Chicago and Chicago Western Suburbs, along with his Executive Assistant, [redacted], followed up on the information Ms. [redacted] provided. Ms....
Tollstam spoke to Ms. [redacted] and discussed her concerns. She suggested Ms. [redacted] contact her adjuster with [redacted] regarding her check that was issued if still not yet received. Mr. [redacted] also assured our office he would reach out to Ms. [redacted] to ensure her concerns are resolved.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
I received my money back. I cancelled the debit card that I used at the Uhaul and I didn't think they could put the money in my account with the old number. Thank you
Thank you for your concern for our customer Ms. [redacted].[redacted], our GM at U-Haul at [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $33.58 as requested for the miles she states she did...
not travel. He also offered his apology for the inconvenience she experienced. The refund was issued back to Ms. [redacted]’ [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.No phone from the company have ever been received to date. I placed numerous phone calls during the move and the 1200 mile drive to what I thought was road side turns out it was customer service about the drive and how bad the truck drove. I was insured a refund to date none has been offered. I was asked for the reference number given to me by customer service by your representative and gave it to them. I was told after this that the number I gave was offered by customer service not road side of which I have no idea there was a difference. The location that I dropped the truck off at said the vehicle was driving poorly and gas consumption was below average. I have reviewed other areas on the internet and see a trend of not handling complaints. I've got an retired RVP from U-Haul on my [redacted], he said more than likely you will do nothing to correct this. Just bare this in mind I'm the President and CEO of Restoration Logistics. We spent over 16K with your company last year in boxes and rental referrals to clients we contract for. I'm on target to do over 20K with you this year. I've stopped all activity as of 2 weeks ago and informed all our locations to cease doing business with you. I will not allow my company to do business with a company that doesn't care about its customers.
Regards,
[redacted]
September 29, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], Senior Staff for our Manhattan Bronx Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted]...
has been advised on more than one occasion that her situation did not qualify for reimbursement of the Guaranteed Reservation Fee. No calls were found where she was offered a refund for $50 for not being able to reserve the truck she wanted. In an effort to bring closure, Ms. [redacted] issued the remaining $25 today in addition to the $25 refund she issued on September 19th. Both credits were issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments Mr. [redacted] relayed. He informed our office a refund for $50 has been issued to Mr. [redacted] in accordance with our Reservation Guarantee Policy. The refund was issued by check and Mr. [redacted] should receive it within the next 10 business days.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
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 hitch that I was sold in Nampa would not have a rise of 4 inches the one I bought and replaced it with in Coos Bay does that so you do not know what you are talking about the hitch that was sold to me on my paperwork is a 2 in drop tor a 2 inch rise. So you are not telling the truth I have my sales slip that states this so please stop lying and I was never told that I could turn it up for a rise and I did tell the sales clerk what I was towing so why didn't he put it in that way? I am a woman and trusted UHaul to install it the right way my mistake that I will not do again!
I am taking my car in for review of the struts to see if UHaul messed those up. If you want to keep lying and not owning up to your mistake then I will call my credit card services and have the charge reversed and I will see you in court!!
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.
The business really did not do anything about the complaint, they just called and said they knew the manager personally and that he is not that kind of person who would do that. What kind of response is that? We received terrible service and people should know not to use this location. The manager at that location was rude and made us cancel our move, which is unacceptable especially because we did everything right and were extremely inconvenienced by the manager's tantrum and personal vendetta. Whatever happened to "customer is always right."
Regards,
[redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $48.78 was issued back to Mr. [redacted]’s [redacted] account on September 11th and should...
post on his next credit card statement.As we value Mr. [redacted] as a customer, Mr. [redacted] explained they sent him a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Thank you for your concern for our customer Mr. [redacted], our President for our [redacted], followed up on the information Mr. [redacted] provided. He informed our office that attempts have been made to contact Mr. [redacted] without success. Mr. [redacted] mentioned that...
Mr. [redacted] has the ability to track the phone in order to verify the location but has chosen not to do so.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 30, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our President for our South Eastern Wisconsin Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. [redacted]’s Executive Assistant, [redacted], contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for $84 was issued back to Ms. [redacted]’s [redacted] account as an adjustment and should post on her next credit card statement.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our [redacted] Regional Office, reviewed the recent comments from Mr. [redacted]. He spoke to Mr. [redacted] and explained why his claim was denied. Although we sympathize with the situation Mr. [redacted] incurred, 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 industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International
October 2, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
After another review of the information Ms. [redacted] provided, please be advised our decision in the matter remains the same. U-Haul is a do-it-yourself moving company. We can suggest size of equipment based on average rooms of furniture. Only the customer knows how large or bulky their items may be and it is their responsibility to make the final decision on what size of truck will accommodate their items.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office our GM from our [redacted] U-Haul Center, [redacted] Montoya, contacted Mr. [redacted] yesterday and explained that when he arrived at our U-Haul Center on September 26, 2014, she met him and relayed she had obtained a space for him as requested along with a new access card. Mr. [redacted] informed Ms. [redacted] that he was moving out although Ms. [redacted] had the space he wanted at the old price in place due to the help of our Storage Group. Mr. [redacted] declined. She offered him the space again yesterday at the old price. Notes in the storage account documented on September 26th state Ms. [redacted] spoke with Mr. [redacted] to give him his new access card after transferring him into the parking space he requested. Mr. [redacted] stated he had already rented a new space and is moving out. Please be advised no further action will be taken in this 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
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He offered his apology on...
behalf of U-Haul and the manager involved. He assured Mr. [redacted] he is very familiar with our GM and he is normally not the type of person to be rude with our customers. Mr. [redacted] relayed that Mr. [redacted] accepted his apology.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear [redacted], I have received the forward of the information...
you had provided to the Revdex.com regarding your recent rental, and would like to sincerely apologize for the inconveniences that you had encountered. We have somewhat recently embraced hand-held technologies to speed the check in process along for our customers, which has been incredibly well received. From what I've been able to determine, the reason that nobody has been able to give you a good answer to your questions is that your particular contract kind of was, but was not "completed". The best we can come up with is that the signal dropped somewhere during the check in process, and although a "total" was determined, the system didn't log the amounts to get to the total, nor did it complete the transaction by tansmitting the refund of the $11.55 remaining from the deposit. I'm truly sorry that this happened, and equally sorry that we could not provide you with an adequate explanation as to why we could not give you totals. I am hoping that this email is an adequate explanation, even though I still cannot give you a complete breakdown of the charges within a rental contract receipt, as they simply are not there. By reviewing mileage and fuel levels of the truck before and after the rental, I've done the math and spelled out the break down of the rental charges below, however, for the inconvenience, I have issued a credit back to your card for the full $75.00, and we will not charge you anything for this rental. I again extend my apologies for the problems that you had encountered. If I can be of further assistance, please contact me directly, and I will do my best to assist. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York = Truck 19.95 Mileage 16.59 Safemove 14.00 Fuel 7.50 (truck left with 3/4, returned with 11/16) Tax 5.41 Total 63.45.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 [redacted] and/or [redacted], whose name is listed on the rental agreement.[redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in...
response:Mrs [redacted], I've left a few messages on your voicemail trying to resolve your complaint with your U-Haul rental back in August. First, I want to sincerely apologize for the trouble that you had with our equipment. We understand that moving is stressful, and our job to you as a customer is to make your moving experience as easy as possible. A few problems that I would like to address, starting with the amount of fuel you used in the truck. $160 dollars in fuel is accurate for a 370 mile trip for a 26' truck loaded, with an auto transport with a vehicle on it in tow. That would equate to about 7 miles per gallon if you spent on average $3.00 per gallon of fuel. Regarding the steering problems you had with the equipment; after the truck was recieved in [redacted], I have reviewed the repair history on that particular truck, and no issues were found with the truck. It shows it has been on rent for the past few weeks since you have dropped off, with no further problems. It is very possible that if the truck is not loaded evenly, (heavier to one side, too much weight towards the rear of the truck) that will cause the truck to not steer as easily if the truck was evenly loaded. And lastly, regarding the 18-wheelers that passed you, causing the truck to waver within the lane; our moving trucks do not drive like regular passenger cars that most customer are used to driving everyday. When any large vehicle passes the truck at 50+ miles per hour, there will absolutely be a gust that will possibly move the equipment within the lane. I do hope the $50 credit we discussed last time we spoke will come in handy for your next rental experience, and anything else I can help with feel free to contact. Thank you [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 Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], Being that you are the customer with the boyfriend that...
stole the managers IPAD and the police report was made against the both of you I do not believe you are allowed back on premises. You may have the [redacted] police come with you as we are accepting the 50.00 as a settlement and you must remove your belongings no later than 09/30/2014. And you must leave your storage room free of any and all of your belongings. If you need to contact me my number is ###-###-#### [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
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 message that [redacted] from Uhaul sent to the Revdex.com on Sep 23, was already sent to me on Sep 17...and I wrote to the Revdex.com on that same day and said the following (and have still never received a response from either the Revdex.com or Uhaul):
[redacted] from Uhaul finally contacted me (only because of you contacting them!) and I am NOT AT ALL satisfied with this response!!! Not only are they are not refunding us for even close to the amount we are asking for (and believe they should give us), but they also are showing that they are inept at either basic math or basic writing and grammar. Because she says, "we have refunded you for half of the rental which would be $1,004.92..." (but 1004 has never been, nor ever will be half of 3004, which was the rental price!) Then she adds, "...not including the amount of $497.10 that you were refunded previously." Ok, I assume that what they're TRYING to say is that with the amount of 497.10 added to the 1004.92 (totaling $1502.02) they've then given us half of the original $3004. But, her wording of "not including the...$497.10..." implies that they are crediting $1500 back to my credit card..."not including the $497"! Whatever. I'm still beyond frustrated that they haven't yet decided to just give us everything back! This whole experience has been atrocious!!! PLEASE tell me you guys at the Revdex.com can help us get more refunded back from Uhaul then a mere 25% of the total refunded amount were asking for!!! Honestly, I believe they should be willing to go way over even that amount, but I'm not kidding myself in expecting them to actually care about their customers, let alone their own reputation with the community!
Furthermore, her opening comment to the Revdex.com (before her message to me) which said, "Thank you for your concern for our customers, "Mr. and Mrs. [redacted]" is just more proof that she/Uhaul does NOT actually "care" because the customers are not a husband and a wife, but a brother and a sister (which has been communicated in numerous written documents and verbal conversations that have been recorded) and yet this just continues to show that they are not actually paying attention to us and showing any kind of concern or "care"...but, rather are simply dismissing this whole ordeal with a casual disregard, not even attempting to get basic information correct when they address us (as was demonstrated EVERY time they mispronounced/spelled my sister's name) and mention us to you. I realize that the name issue in itself isn't really important, but I'm pointing it out because, as I mentioned above, it just further demonstrates both their lack of professionalism AND genuine concern for their customers (no matter what they say.)
NO. I do NOT accept this mediocre attempt to appease us with a tiny percentage of what they should rightfully offer us as a refund, settlement, recompensation, or whatever they would like to call it...merely to dismiss the atrocious way they have CONTINUALLY treated us both during the event and ever since. Honestly, I find the fact they think 25% of a refund would be enough, to be both insulting and mind-boggling. So, yes, I would STILL like the Revdex.com to help us acquire the rest of the amount we feel they owe (roughly, another $4,500). We have copies of receipts and voice recordings of our conversations with them during the week of the whole ordeal. If you need any of those items, please let me know.
This company can NOT be allowed to continue misrepresenting themselves (advertisements, social media, etc...) and mistreating their customers (I know I'm not the only one they have put in harm's way with faulty equipment--and then refused to financially refund, because the internet is FULL of complaints by customers throughout the years who have had similar situations to mine, yet with no resolution.) I refuse to let this continue! They need to be held accountable! They need to learn from their mistakes and NOT be allowed to continuously keep making them, affecting countless lives year after year, with no substantial repercussions! This blatant disregard for their customers well-being is horrific and disgusting (let alone the awful way it paints their company--cavalier malpractice mixed with an arrogant dismissal of human decency), all while saying the 'right things' and then having no serious consequences forcing them to do better next time! This must not continue!!! So, again, I repeat...YES, I definitely believe they should do the decent, honest thing and refund us the other 75% of what we are asking (if not more!)
Please inform me as to what the next step will be, and what if anything, you need from me to continue pursuing a better more appropriate response from Uhaul than any of the lame replies we have received up to this point. Thank you.
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.The company did in fact put the 170 in my account. And I appreciate that. But I responded to this email already and told them that 170 was not enough. I spent SO much money over a $12 lock. It's ridiculous. I gave the amounts I expected, if you do not want to give the money I spent in gas that part is at least understandable because you cannot account for it. The rest you can. I gave all the information needed for you to look up the account and verify what was spent. I was given 1/6 of my complaint, I find this highly insulting especially since, yet AGAIN, I responded to the company and got no response back except for this Revdex.com automated response...which was the email I responded to and heard nothing back. I am actually a little disappointed in myself as well for believing that a company of this magnitude actually cared about customer service and fairness. Regards,[redacted]
October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Chicago and Chicago Western Suburbs, along with his Executive Assistant, [redacted], followed up on the information Ms. [redacted] provided. Ms....
Tollstam spoke to Ms. [redacted] and discussed her concerns. She suggested Ms. [redacted] contact her adjuster with [redacted] regarding her check that was issued if still not yet received. Mr. [redacted] also assured our office he would reach out to Ms. [redacted] to ensure her concerns are resolved.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
I received my money back. I cancelled the debit card that I used at the Uhaul and I didn't think they could put the money in my account with the old number. Thank you
Thank you for your concern for our customer Ms. [redacted].[redacted], our GM at U-Haul at [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $33.58 as requested for the miles she states she did...
not travel. He also offered his apology for the inconvenience she experienced. The refund was issued back to Ms. [redacted]’ [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.No phone from the company have ever been received to date. I placed numerous phone calls during the move and the 1200 mile drive to what I thought was road side turns out it was customer service about the drive and how bad the truck drove. I was insured a refund to date none has been offered. I was asked for the reference number given to me by customer service by your representative and gave it to them. I was told after this that the number I gave was offered by customer service not road side of which I have no idea there was a difference. The location that I dropped the truck off at said the vehicle was driving poorly and gas consumption was below average. I have reviewed other areas on the internet and see a trend of not handling complaints. I've got an retired RVP from U-Haul on my [redacted], he said more than likely you will do nothing to correct this. Just bare this in mind I'm the President and CEO of Restoration Logistics. We spent over 16K with your company last year in boxes and rental referrals to clients we contract for. I'm on target to do over 20K with you this year. I've stopped all activity as of 2 weeks ago and informed all our locations to cease doing business with you. I will not allow my company to do business with a company that doesn't care about its customers.
Regards,
[redacted]
September 29, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], Senior Staff for our Manhattan Bronx Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted]...
has been advised on more than one occasion that her situation did not qualify for reimbursement of the Guaranteed Reservation Fee. No calls were found where she was offered a refund for $50 for not being able to reserve the truck she wanted. In an effort to bring closure, Ms. [redacted] issued the remaining $25 today in addition to the $25 refund she issued on September 19th. Both credits were issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International