Revdex.com:
I am a military veteran who has moved from Texas to South Carolina to attend school. I left Texas without my truck and no sign of assistance from UHUAL after they explicitly and implicitly in a phone call CONFIRMED that they would be able to provide a trailer to haul my truck. I arrived on Sunday night, the night before school orientation without a vehicle. I had to take a cab Monday morning to class and get a rental for the next month until my truck was shipped. UHAUL provided no sense of wrongdoing in this phone call and offered only $50. There were NUMEROUS unreturned phone calls and emails. A few are attached. This move indebted me an extra $1,669.62 and additional time wasted on emails and phone calls when I wanted to prepare for school. [redacted] only offered $50. His store in Fort Worth provided no help. I had to proactively ask who was a manager and what can be done. UHAUL should be ashamed to treat their customers in this manner. We rely on them for this big moves. They should provide solutions and if they cannot then they should honor the agreements their representatives offer on the phone. I have called to ask for help NUMEROUS times. Please check their phone records. Below is not a representative list. Their customer service always led me on without any solutions. PLEASE ask for the phone records and listen to the MANY MANY frustrating phone calls they had with me. Nobody knew what was going on with this request after many weeks. Nobody took the leadership and created a professional service complaint. All I got was an offer for $50 from the area manager. He never sent a formal letter, never called to apologize in regards to all my inquires. NOTHING. Nor did his boss that a lead on this issue. POOR SERVICE. Request a phone record of all the times I called in and number of emails I sent in.
See attached phone call at 15 minutes and 26 seconds. I asked if I could get a "bigger or smaller" truck trailer. UHUAL confirmed that "we can alter that, yes, definitely" From that statement I secured my moving plans with UHUAL knowing and relying on the fact that they would produce a trailer that would be bigger or smaller to fit my truck. Any reasonable person would not inquire further and rely on the fact that their truck would be in good hands with UHAUL. This was the deal. I have a regular cab with extended seats. I always refer to it as a small bed extended cab. Supercab to me was a four door truck. This was not clarified. What was clear was they COULD ALTER TO A LARGER TRAILER IF NEEDED. They failed to do this.
REIMBURSEMENS:
Attached is my transport receipt for $250.
BGM Transport receipt for $695
[redacted] without having my truck $724.62
MON - 08 SEP - #[redacted], 3 TO 5 DAY RESPONSE - NO RESPONSE
FRI - 12 SEP - Followed up with phone call to see if something can be done. Will get back to me was the response.
MON - 15 SEP - CALLED UHAUL FOR ASK FOR A NAME TO ASSIST ME.
THU - 18 SEP - CALLED UHAUL AND GOT TRANSFERRED TO [redacted]; SHE SAID WOULD GET BACK TO ME
THU - 25 SEP - CALLED UHUAL TO ASK STATUS - NOTHING NEW
MON - 06 OCT - CALLED UHAUL; WAS TOLD THAT [redacted] SPOKE A FEW DAYS PRIOR AND SOMEBODY HAS BEEN CALLING ME. THIS IS NOT TRUE. PLEASE CONFIRM IN PHONE RECORDS. HAVEN'T SPOKEN TO [redacted] SINCE MID-AUGUST FROM MY RECOLLECTIONS OF WHEN I SPOKE TO HIM AFTER THE RENTAL. RECEIVED NO PHONE CALLS FROM ANYONE AT UHAUL IN SEP OR OCT. WAS DISCONNECTED...HANGED UP ON?
Regards,
[redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our GM for our U-Haul of [redacted] located in [redacted],**, followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for the requested amount of $210.77 back to Ms. [redacted]’s [redacted]...
[redacted] account. 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 Assistant
U-Haul International
Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted]...
agreed to issue a total of $200 for their rental and inconvenience they 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
Thank you for forwarding Ms. [redacted] concerns to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office, upon researching the rental and speaking to our U-Haul Center involved, the rented...
truck was dropped off after hours. The truck was rented for [redacted] in the name of [redacted]. Ms. [redacted] was put on our E-Alert system for owing $96.36 on a rental from June 2, 2014. We attempted to charge the credit card at the time but it was declined. A Promissory Note was generated and sent to Ms. [redacted] with an opportunity to pay with another form of payment. We never heard back until our Credit and Collections Department debited the credit card for $205.49 in August on the credit card used at the time of rental. Ms. [redacted] relayed that they would be glad to credit the card back if Mr. [redacted] can provide another form of payment for the rental charges. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####.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
The first gentleman I spoke to outright lied to me telling me I could return the truck to the original destination where I would have originally picked it up. To notify a customer the night before their move that they have to travel out of their area to pick up a truck is inexcusable. I reserved this truck over three weeks prior to my move. If I had not checked my emails that night, the following morning I would have went to the location that I ordered it from. Their excuse that I picked it up at one location and dropped it off at another is a racket they use to collect additional money from a customer. I am not a stupid woman; and if I was told up front that I had to take it back where I picked it up or be charged additional monies, I would have made sure it went back to that location.I have used U-Haul for over 25 years. Not only will I never use them again, but I have informed friends and family of how they ripped me off for an additional $90; they too are appalled by their tactics and will not use U-Haul either and pass along what happened to me.Sincerely,[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.Ms. [redacted] is not telling the truth. She never offered another space for the same price. When she offered me an alternative space for an extra $4.95 a month I moved out immediately, the same day? No one from Uhaul has even bothered to contact me.Regards,[redacted]
Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. She advised Mr. [redacted] she would work with him on providing him with another parking space for the same price,...
however, Mr. [redacted] moved out the following day.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
October 1, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Ms. [redacted]. She informed our office she left a message for Ms. [redacted] requesting a return call. She also mentioned she would like to issue her a refund for the extra item she purchased in Coos Bay.
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
I rejected because they are lying. I don't have capability to find my iphone. First I didn't go to the police because manager said he will check the cameras and call me back. However I waited for 10 days and they didn't respond back. After my second visit he said he didn't have time to check the cameras. He promised me to check the cameras and help me. However after several weeks he didn't respond back. Almost 3 month passed and I am not sure do they still have the camera records. Please help me about the situation. I want my iPhone or its price. But I don't know what to do. They are not helping me. They said they will call me back but didn't. Thanks[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.
It appears U-haul is not taking responsibility nor being truthful about the events. It also appears that this [redacted] staff member has wrongfully assumed what my plans were for the trailer along with miscalculated and misrepresent my mileage in an attempt to not take responsibility for the issue at hand in order to make it more convenient to fabricate the actual events that took place. First of all it is incorrect that I wanted to return it to Milwaukee due to being finished with it. In fact, because of the faulty hook-up and trailer damage to my truck due to U-haul's negligence, I had to use another vehicle to move items back to Tennessee that following Monday that were supposed to be in that trailer. Hence, the plan was to return the trailer to the location in Tennessee NOT Miliwaukee. If I wanted to return it to Milwaukee all I had to do is tell them that in the first place. I did not plan to return it to Milwaukee, because that was NOT my plan as [redacted] implied. I was directed by customer service to take the trailer to the Milwaukee location so they could assess the situation after I finally arrived and told them the trailer didn't seem safe as it was making concerning noises during the long, slow ride back to Milwaukee. Milwaukee U-haul did not do the assessment, but unhooked the trailer and refused to call corporate as customer service directed me to ask them to do once I arrived. They can choose to resolve this complaint to my satisfaction or I will fight for the cost to repair the scratches caused from their negligent hook-up that was already proven to be performed by their company, which is the catalyst of this complaint. Furthermore, the estimates for the scratches on the back of my truck supersedes the price for the rental. More importantly, [redacted] fails to address the issue that initially started the problem. The pin was determined to have never been installed during the hook-up, which caused the breakdown/crash. Just because it was "fixed" does not make them less negligent for the subsequent events that took place after the faulty hook up which caused a huge inconvenience in addition to causing a time sensitive scheduling conflict. It doesn't appear that U-haul cares much about customer satisfaction which speak loud volumes after the disrespect and lack of empathy I have received during this ordeal over the phone and in person. Their best practices, standards, and quality of service expectation must be very low considering the whole dynamics of my experience with U-haul.
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. The complaint has been resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Although I am very satisfied with U-Haul decision to issue a refund, they still have not provided me with a receipt for my moving expenditures. The lack of receipt (despite two requests) was also part of my original complaint. It is essential that I receive a receipt as soon as possible. Once I receive the receipt, I will be satisfied with the outcome.]
Regards,
[redacted]
September 18, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. She issued a refund for the requested amount of $543.90 back to Ms....
[redacted] account, which 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
Revdex.com:
I am a military veteran who has moved from Texas to South Carolina to attend school. I left Texas without my truck and no sign of assistance from UHUAL after they explicitly and implicitly in a phone call CONFIRMED that they would be able to provide a trailer to haul my truck. I arrived on Sunday night, the night before school orientation without a vehicle. I had to take a cab Monday morning to class and get a rental for the next month until my truck was shipped. UHAUL provided no sense of wrongdoing in this phone call and offered only $50. There were NUMEROUS unreturned phone calls and emails. A few are attached. This move indebted me an extra $1,669.62 and additional time wasted on emails and phone calls when I wanted to prepare for school. [redacted] only offered $50. His store in Fort Worth provided no help. I had to proactively ask who was a manager and what can be done. UHAUL should be ashamed to treat their customers in this manner. We rely on them for this big moves. They should provide solutions and if they cannot then they should honor the agreements their representatives offer on the phone. I have called to ask for help NUMEROUS times. Please check their phone records. Below is not a representative list. Their customer service always led me on without any solutions. PLEASE ask for the phone records and listen to the MANY MANY frustrating phone calls they had with me. Nobody knew what was going on with this request after many weeks. Nobody took the leadership and created a professional service complaint. All I got was an offer for $50 from the area manager. He never sent a formal letter, never called to apologize in regards to all my inquires. NOTHING. Nor did his boss that a lead on this issue. POOR SERVICE. Request a phone record of all the times I called in and number of emails I sent in.
See attached phone call at 15 minutes and 26 seconds. I asked if I could get a "bigger or smaller" truck trailer. UHUAL confirmed that "we can alter that, yes, definitely" From that statement I secured my moving plans with UHUAL knowing and relying on the fact that they would produce a trailer that would be bigger or smaller to fit my truck. Any reasonable person would not inquire further and rely on the fact that their truck would be in good hands with UHAUL. This was the deal. I have a regular cab with extended seats. I always refer to it as a small bed extended cab. Supercab to me was a four door truck. This was not clarified. What was clear was they COULD ALTER TO A LARGER TRAILER IF NEEDED. They failed to do this.
REIMBURSEMENS:
Attached is my transport receipt for $250.
BGM Transport receipt for $695
[redacted] without having my truck $724.62
MON - 08 SEP - #[redacted], 3 TO 5 DAY RESPONSE - NO RESPONSE
FRI - 12 SEP - Followed up with phone call to see if something can be done. Will get back to me was the response.
MON - 15 SEP - CALLED UHAUL FOR ASK FOR A NAME TO ASSIST ME.
THU - 18 SEP - CALLED UHAUL AND GOT TRANSFERRED TO [redacted]; SHE SAID WOULD GET BACK TO ME
THU - 25 SEP - CALLED UHUAL TO ASK STATUS - NOTHING NEW
MON - 06 OCT - CALLED UHAUL; WAS TOLD THAT [redacted] SPOKE A FEW DAYS PRIOR AND SOMEBODY HAS BEEN CALLING ME. THIS IS NOT TRUE. PLEASE CONFIRM IN PHONE RECORDS. HAVEN'T SPOKEN TO [redacted] SINCE MID-AUGUST FROM MY RECOLLECTIONS OF WHEN I SPOKE TO HIM AFTER THE RENTAL. RECEIVED NO PHONE CALLS FROM ANYONE AT UHAUL IN SEP OR OCT. WAS DISCONNECTED...HANGED UP ON?
Regards,
[redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our GM for our U-Haul of [redacted] located in [redacted],**, followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for the requested amount of $210.77 back to Ms. [redacted]’s [redacted]...
[redacted] account. 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 Assistant
U-Haul International
Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted]...
agreed to issue a total of $200 for their rental and inconvenience they 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
Thank you for forwarding Ms. [redacted] concerns to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office, upon researching the rental and speaking to our U-Haul Center involved, the rented...
truck was dropped off after hours. The truck was rented for [redacted] in the name of [redacted]. Ms. [redacted] was put on our E-Alert system for owing $96.36 on a rental from June 2, 2014. We attempted to charge the credit card at the time but it was declined. A Promissory Note was generated and sent to Ms. [redacted] with an opportunity to pay with another form of payment. We never heard back until our Credit and Collections Department debited the credit card for $205.49 in August on the credit card used at the time of rental. Ms. [redacted] relayed that they would be glad to credit the card back if Mr. [redacted] can provide another form of payment for the rental charges. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####.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
The first gentleman I spoke to outright lied to me telling me I could return the truck to the original destination where I would have originally picked it up. To notify a customer the night before their move that they have to travel out of their area to pick up a truck is inexcusable. I reserved this truck over three weeks prior to my move. If I had not checked my emails that night, the following morning I would have went to the location that I ordered it from. Their excuse that I picked it up at one location and dropped it off at another is a racket they use to collect additional money from a customer. I am not a stupid woman; and if I was told up front that I had to take it back where I picked it up or be charged additional monies, I would have made sure it went back to that location.I have used U-Haul for over 25 years. Not only will I never use them again, but I have informed friends and family of how they ripped me off for an additional $90; they too are appalled by their tactics and will not use U-Haul either and pass along what happened to me.Sincerely,[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.Ms. [redacted] is not telling the truth. She never offered another space for the same price. When she offered me an alternative space for an extra $4.95 a month I moved out immediately, the same day? No one from Uhaul has even bothered to contact me.Regards,[redacted]
Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. She advised Mr. [redacted] she would work with him on providing him with another parking space for the same price,...
however, Mr. [redacted] moved out the following day.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
October 1, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Ms. [redacted]. She informed our office she left a message for Ms. [redacted] requesting a return call. She also mentioned she would like to issue her a refund for the extra item she purchased in Coos Bay.
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
I rejected because they are lying. I don't have capability to find my iphone. First I didn't go to the police because manager said he will check the cameras and call me back. However I waited for 10 days and they didn't respond back. After my second visit he said he didn't have time to check the cameras. He promised me to check the cameras and help me. However after several weeks he didn't respond back. Almost 3 month passed and I am not sure do they still have the camera records. Please help me about the situation. I want my iPhone or its price. But I don't know what to do. They are not helping me. They said they will call me back but didn't. Thanks[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.
It appears U-haul is not taking responsibility nor being truthful about the events. It also appears that this [redacted] staff member has wrongfully assumed what my plans were for the trailer along with miscalculated and misrepresent my mileage in an attempt to not take responsibility for the issue at hand in order to make it more convenient to fabricate the actual events that took place. First of all it is incorrect that I wanted to return it to Milwaukee due to being finished with it. In fact, because of the faulty hook-up and trailer damage to my truck due to U-haul's negligence, I had to use another vehicle to move items back to Tennessee that following Monday that were supposed to be in that trailer. Hence, the plan was to return the trailer to the location in Tennessee NOT Miliwaukee. If I wanted to return it to Milwaukee all I had to do is tell them that in the first place. I did not plan to return it to Milwaukee, because that was NOT my plan as [redacted] implied. I was directed by customer service to take the trailer to the Milwaukee location so they could assess the situation after I finally arrived and told them the trailer didn't seem safe as it was making concerning noises during the long, slow ride back to Milwaukee. Milwaukee U-haul did not do the assessment, but unhooked the trailer and refused to call corporate as customer service directed me to ask them to do once I arrived. They can choose to resolve this complaint to my satisfaction or I will fight for the cost to repair the scratches caused from their negligent hook-up that was already proven to be performed by their company, which is the catalyst of this complaint. Furthermore, the estimates for the scratches on the back of my truck supersedes the price for the rental. More importantly, [redacted] fails to address the issue that initially started the problem. The pin was determined to have never been installed during the hook-up, which caused the breakdown/crash. Just because it was "fixed" does not make them less negligent for the subsequent events that took place after the faulty hook up which caused a huge inconvenience in addition to causing a time sensitive scheduling conflict. It doesn't appear that U-haul cares much about customer satisfaction which speak loud volumes after the disrespect and lack of empathy I have received during this ordeal over the phone and in person. Their best practices, standards, and quality of service expectation must be very low considering the whole dynamics of my experience with U-haul.
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. The complaint has been resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Although I am very satisfied with U-Haul decision to issue a refund, they still have not provided me with a receipt for my moving expenditures. The lack of receipt (despite two requests) was also part of my original complaint. It is essential that I receive a receipt as soon as possible. Once I receive the receipt, I will be satisfied with the outcome.]
Regards,
[redacted]
September 18, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. She issued a refund for the requested amount of $543.90 back to Ms....
[redacted] account, which 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