U-Haul International, Inc.

[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 is satisfactory to me.
Regards,
[redacted]

The company resolved my complaint.

On December 04, 2017 I was advised by one of our administrative assistants when I had come back into the office in the late afternoon that a Sentricon customer had made an inquiry about a service performed on 09/21/2017. The customer asked when the last service was performed at his house for...

the Sentricon System, why we didn’t call first, how we were able to gain access to his back yard & was concerned about one of his dogs attitude towards strange people being in the back yard.  Upon receiving that service call & talking to the admin. asst. about her conversations with this customer; one conversation when he came into the office & another later on the phone, I started a process of familiarizing myself with this customer. We have hundreds of customers with the Sentricon System installed around their homes or businesses, systems that have been installed over 21 years of having the Sentricon System and in numerous cities/towns throughout S.E. New Mexico. In this particular instance I thought by having the customer’s service history, printing out the most recent service log called a site/station list of his Sentricon System, going through all the original paperwork from the very first visit at his house and not only talking to the tech. that sold & installed the Sentricon System but also the tech. that checked /maintained the Sentricon System the four times we had been at the this customers house. By gathering all this I felt confident it would aid in explaining/answering his specific concerns.  In regards to the phone conversation I then had with the customer, the intent was not to be argumentative but to reassure him that we in fact had check/maintained all of the Sentricon System installed around his home, including what was in the back yard. If it was perceived in that manner I do sincerely apologize. Also to explain that from the beginning of our relationship with him & his wife it was discussed that because his wife is usually, if not always home & there was no need to contact them before showing up to perform the service beyond making sure to ring the doorbell to inform whoever was home we were there. As for him to not receiving the paperwork showing we performed the service on the day in question, we do not keep any of the site/station list that are produced for the check/maintenance of the Sentricon System. The site/station list has two purposes; one is for the service tech to know what is installed at that address & the other is to inform the customer of what we did on that particular visit. They are always left at the service address or mailed to the customer if they do not live at the service address. Since the service was performed on 09/21/2017 and the customer had not contacted us until 12/04/2017 I tried to explain to the customer what might have happened to the site/station list left at his home on the day in question.   Here are the specific questions/concerns the customer had and how I answered them with the information I had about his account and the Sentricon System itself:Question 1-”How can Bob Reed Pest Control say that someone was at my house on 09/21/2017 and checked all of the stations especially the ones in my backyard since I have 3 dogs, one that is not friendly?”  Answer-All Sentricon System stations have an RFID tag that allows the technician to detect where the station is located. This insures that all stations are present & If not detected the technician will replace the station if needed. One of the hardest things to do in any service is to insure quality control. Quality control is a cornerstone in the service of the Sentricon System. On every site/station list there is a line item with a heading “Checked” this shows the last date the individual station was last checked/maintained. The ONLY way the date can be changed is by scanning a bar code on the underneath of the top cap installed on every Sentricon station & the only way to get to the bar code is by opening the station to check/maintain it. On this customer’s most recent sit/station list it showed all of the 29 stations where checked on 09/21/2017. Earlier in the day the customer came in to our office and was provided this printout and said he had it in front of him as we spoke. Since he had this report he would have been able to see that all the all the “Checked” dates showed 09/21/2017. As for the dogs, the technician that performed the service distinctly recalled the wife was home and corralled the dogs and allowed him into the backyard.Question 2-“Why wasn’t I called before anyone came out?” Answer-In all the paperwork & customer info. in our data base that we have for this customer, there was nothing showing or expressing that the customer had made this request. We have hundreds of customers that have asked for us to call the day before we go to their home for many different reasons, we have no problems doing so, just need to be informed of this request by the customer.   The next day when the customer came into the office and introduced himself, I actually thought it was a good sign. I feel when we have a chance to show the customer the information we have available including a Sentricon System station, how the RFID tag works and the barcode underneath of the top cap the customer remembers that we explained & showed all this when the Sentricon System is first installed and they usually understand. In this particular instance I don’t believe there wasn’t anything I could show or say that would change this customer’s stance, especially since he wanted the Sentricon System removed anyway. I explained to the customer that his system had 3 active stations w/live termites consuming the bait & the colony(ies) where in fact on their way to elimination and if removed termites can start eating his house again.Again my sincerest apologizes for any misunderstandings.A refund has been mailed to the customer in the amount of $87.50Thank You,Jason S[redacted]Vice President Bob Reed Pest Control, Inc.

We had previously corresponded with Mr. [redacted] regarding his missing order, but we never received a reply when we asked him to confirm his shipping address so that we could send a replacement. We sent Mr. [redacted] an email yesterday and we spoke with Mr. [redacted] this morning- we are sending him a refund...

check for his missing order. Copies of the correspondence are attached.Margie S[redacted]Ohio Distinctive Customer Service

I would appreciate a response in writing in regards to what the manager left in his voicemail message. I do not recall receiving a voicemail from Uhaul's manager and given that this situation was supposed to be resolved months ago, I would appreciate if this matter was resolved in writing so there are no issues in the future. Thank you.

December 22, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Mr. [redacted] had already had his legal counsel contact the U-Haul International Legal Department.  Michelle W[redacted], Assistant General Counsel, will attempt to resolve this matter directly with Mr. [redacted]’s attorneys.  We hope to have the issue resolved within the next 2-3 weeks.   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, Maria P[redacted] Executive Assistant U-Haul International

No call was received at my point of contact or by my Mother in Relation to this scenario as my sister is my next contact as far as address and phone number. In addition the unit that was in lein as thé business Claims was the unit that should have been in action status as per my records w 246 was the last unit I made payment
on prior to this incident.  Additionally I have requested réconciliation of my account which I have not gotten not to mention the fact that your own records and mailings to me support that unit 246 was still an active Account as of 11.21.16. You auctioned the wrong unit. Failed to provide proper notification and covered it with sorry. This is not acceptable. I wish to continue this dispute until a respectable compensation is reached.

December 15, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted].   Joey C[redacted], our President for our Richmond Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he left a message for Ms. [redacted] on her voicemail as well as with her mother requesting a return call to discuss her concerns.  He also mentioned Ms. [redacted] had two storage units.  One was in lien status and the other was auctioned due to the account being delinquent.  He assured our office proper steps were followed before the auction took place.  Mr. C[redacted] hopes to hear back from Ms. [redacted] soon.   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, Maria P[redacted] Executive Assistant U-Haul International

January 3, 2017   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Attached is a letter our Legal Department sent to the Office of the Attorney General of the Commonwealth of Virginia in regards to Ms. [redacted]’ storage concerns.    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, Maria P[redacted] Executive Assistant U-Haul International

October 10, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Charles W[redacted], our Executive Assistant for our Raleigh, NC Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response along with pictures taken by the service provider: Mrs. [redacted], Per our conversation, please see pictures attached. The pictures 1132999a and 1132999b show no outlet. Pictures 1132999c and 1132999d show the angle of the td and vehicle common with attempting to backup. Picture 1132999e shows the vehicle wedged over the fender and tire stop- please note the strap is still through the ratchet, however the force of vehicle binding in this fashion has caused the strap to “pop” off tire. Please contact me if you have further questions. Thank you, Charles w. W[redacted] III   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, Maria P[redacted] Executive Assistant U-Haul International

November 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms....

[redacted] provided and sent her an email in response. She explained she addressed the information with all involved. When Ms. [redacted] contacted our Peoria U-Haul location, she was advised he did not have all the boxes she needed. Ms. [redacted] relayed when Ms. [redacted] contacted our Corporate Reservation Department, they were unaware of equipment availability and Ms. [redacted] would have been advised the local office would be back in contact to schedule her reservation. Our Peoria location contacted Ms. [redacted] back to again explain they only had one box available and she would need to travel to an alternate location to secure the needed equipment. Ms. [redacted] offered her apology and also explained Ms. [redacted] was told up front she would need to travel to secure the needed equipment. She also apologized for the added undue stress Ms. [redacted] experienced and because proper reservation policy was followed, a refund is not warranted.

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,

Executive Assistant

U-Haul International

February 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1035886 Thank you for your concern for our customer Ms. [redacted]. Amie A[redacted], our Storage Manager for our Central Alabama Regional...

Office, followed up on the information Ms. [redacted] provided.  She informed our office she attempted to speak to Ms. [redacted] but received no answer or voicemail to leave a message.  She mentioned Ms. [redacted] was offered free boxes to repack items as well as for us to set bombs in her unit before she stored her fresh boxes, however, she declined.  Ms. [redacted] only purchased coverage on one of her units and chose to be self-insured on the other.  Please be advised Safestor Protection does not cover pests or vermin.  Notes in Ms. [redacted]’s storage account mention there were boxes the customer brought into the storage unit labeled food and spices/food.  The food box contained open bags and other items held closed with clothes pins.  Opened bag of dog food was also held with clothes pin. 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, Maria P[redacted] Executive Assistant U-Haul International

October 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Ms. [redacted].

I am sorry to hear Ms. [redacted] still express her dissatisfaction with our company. We hope she will take advantage of the Certificates we sent her as we feel they can be of great value to our customers and are valid for two years. Please be assured her information was forwarded to management for all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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,

Executive Assistant

U-Haul International

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.
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Dear Revdex.com Mediator,Having deliberate refused  legal tender, UHaul has refused to give an honest explanation for that action but in lees than three-week an additional $30 has been added to a matter which has been in dispute since February 18, 2015.  This disputed matter was not even acknowledged until Complaint #[redacted] with the Revdex.com.  The acknowledgement is a lie since it could have been sent earlier than assessment of an unwarranted late fee.  There was never any mention of a counterfeit bill -- a bill given by an international bank and a bill that was accepted by a chain supermarket without incident.[redacted], the General Manager, has proven to be a sleaze-ball an d low-life without any regard for tact or customer relations.  Since the home office has chose to do nothing after being notified of the fraudulent business practices at the Chelsea facility, it too is operating and promoting the same fraud and bad faith.  Uhaul deserves to be expelled as a sanctioned and approved member of the Revdex.com.  Having been victimized on more than one occasion by UHaul, the Complainant seeks only the recovery of his belongings in storage.  He has no intention of paying any late fees or for any time that he does not have access to those belongings.Respectfully submitted,[redacted]

December 31, 2015Revdex.com ID#: [redacted], 10997718U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Jon G[redacted], our President for our Western Michigan Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response:My name is Jon G[redacted]. I believe we spoke on the phone some weeks ago. I wanted to take a moment and go over the final charges as we had discussed on the phone. I Saw on your account there was a balance of $737.76 This was the balance from the first day over the original return time. I have gone a head and reduced down the amount owed to $160.00 this just reflects the cost of 4 additional days. As I said on the phone we are willing to work with you on the costs. We would like to get this resolved so it is no longer an issue going forward for you. We do appreciate your business and hope to get this matter behind us. Jon G[redacted] U-Haul Western MI.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,Maria P[redacted]Executive AssistantU-Haul International

I filed a complaint with Arizona Revdex.com a few weeks ago against U-Haul International based in Phoenix AZ, case # [redacted] but yesterday Revdex.com sent me an email saying the case has been resolved. The company included a letter stating untrue statements that someone had talked to me and reimbursed me some money which is totally untrue. .I was not even given a chance to respond to the company's response or to rebuttal what the company had stated which I find very unusual. I have been trying to talk to Marie Garcia in your office phone # ###-###-#### but she has not responded to my messages. I would like to know why Revdex.com just listened to one side of the story when they decided to declare the case as resolved.Thank you for your attention,Sincerely,[redacted]. (complaint case # [redacted]).

My original complaint ID was [redacted]. Not until I received a letter from the Revdex.com did I know what had happened with my complaint with Uhaul because I was NEVER contacted by this company or by the person who signed the letter-[redacted] and Executive Assistant! It states that I was contacted via email by a [redacted], which I never was. I attempted on several occasions to contact Mr. [redacted] regarding this complaint of improper application of my payments and never received a call back or any emails on how this could be resolved.The original complaint still stands and they are not properly crediting my accounts for my storage units! My payments are due on the first and the fifth of the month for storage units 316 and 318 respectively. If I pay for BOTH units by the first or fourth of the month, I still receive late and lein notices on both of them for the current month! The rent for unit 316 is due on the first of the month and totals=$87.95; the rent for unit 318 is due on the sixth of the month and totals=$77.95. The total for the two storage units is $165.90 a month, I send in $166.00. Why are they not crediting the account properly? It appears that they are only crediting one storage unit with the entire amount and then proceed to bill me late charges and lein fees for the other unit! I want this resolved and the account brought current with no late or lein fees as the payments are being made for the correct amount and in a timely manner. I also want to speak to this [redacted] who says that he has contacted me and has not! I would like this resolved immediately! Thank you in advance for your assistance. I want the payments credited properly to the account and the account brought current with the correct payments credited to the correct unit! I want all late and lein fees waived since my original complaint on September 15, 2014. And, I would like to speak to someone above this Mr. [redacted] who will actually contact me and speak to me about the way this office in Rome is run. I also would still like the written apology from the manager at the Rome store, [redacted].

January 5, 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 Eastern New York Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He informed our office [redacted], our GM for our U-Haul Moving and Storage of Rome, was in contact with Ms. [redacted] and able to reach an amicable resolution. Ms. [redacted] will be allowed access to her storage unit in order to be moved out by January 15th. Mr. [redacted] relayed that we will waive $438.75, which is the current amount she owes, on top of the $1,005.30, which was previously waived, adding up to a total of $1,444.05 in storage fees.

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,

Executive Assistant

U-Haul International

August 12, 2014

Revdex.com # [redacted] 

U-Haul Ref# [redacted]

 Thank you for your concern for our customer [redacted] the Executive Assistant in our Albany, NY Regional Office sent an e-mail to Mr. [redacted] on 8/7. Mr. [redacted] informed Mr. [redacted] he was crediting...

the requested amount of $23.40 to the [redacted] used for the rental. The credit should appear on Mr. Konkur's next credit card statement.

Our customer are very important to us and we regret to hear of situations that cause problems for them.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely, [redacted] Executive Assistant

U-haul International

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our Boston regional office, followed up on the information Ms....

[redacted] provided. He informed our office Ms. [redacted] was contacted by our Traffic Manager and addressed her concerns. We were able to schedule a truck for Ms. [redacted]’s move and she was advised there was no discount because we could not schedule her until the day before her move.

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,

Executive Assistant

U-Haul International