U-Haul International, Inc.

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.

Regards,

First, I would like to thank the Revdex.com as I have been unable to deal with Ms [redacted] without your assistance.

  I have spoken with Ms [redacted] on two occasions recently, the first was on Wed February 12th at 2:56 PM. This was the conversation that drove me to seek the help of the Revdex.com, as I was unable to negotiate with her on any level. The next time was after she had received my complaint from the Revdex.com. She called and left me a message and I called her back on Wed February 19th at 3:08 PM, and it was only then that she agreed that I could as the damage to my property if escorted, therefore I find her claim that she advised me otherwise "many times" rediculous. 

 On 3/2/2014 at 4:05 PM I traveled to the U-haul location to take pictures for the insurance company, but I was denied entrance by the employee on duty, [redacted]. It is a 30 minute drive, and not convenient to me to have to make repeated trips, only to be denied access.I really don't want to take a day off work, I cannot afford it, but I will if necessary. I can't help but conclude that Ms. [redacted] tried to circumvent the insurance company initally and strongarm me into accepting her low-ball offer in order to cover her own butt, and is doing her best to derail my good faith efforts to come to a reasonable settlement.  

  In the meantime, I have been advised to ignore late fee notices, but I am still receiving late fee notices and Pre-lien notices, and they have now started to send late fee notices to my 88 year old Mother! My Mother lives 105 miles away and these upset and confuse her, I don't know why they would do such a thing. Please do not involve my Mother. I would certainly have an easier time to believe that I should disregard these late notices if the note to disregard the notices were in writing.

  Thank you.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided. She informed our office that messages have been left for Mr. [redacted] requesting a return call but she...

has not heard back as of yet. She also explained his boxes arrived at the designated location in Prescott and on time according to his contract.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], our Traffic Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He also obtained a new credit card...

number in order to process the refund for the $50 Reservation Guarantee Fee.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

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

As I outlined in my complaint, I incurred over $1000 in hotel expenses alone as a result of Uhaul's delay in moving my ubox from [redacted] to [redacted]. My ubox sat in [redacted] for many days after my having communicated to Uhaul on a daily basis that I had no other means of accommodation without my furniture and that I was incurring hotel expenses on a daily basis. I did everything in my power to mitigate the damages and don't feel like I should have to pay for my out of pocket expenses, which were incurred as a direct result of Uhaul's delay and failure to meet their guarantee.

After receiving the response from [redacted], I immediately sent her back the following response, to which she has not responded:

Hi [redacted],

Thanks for your email.

I incurred over $1000 in hotel fees alone for the 6 days I had to wait for my ubox as well as various additional costs to rent a trailer and to pay the movers in [redacted] (who had sent their vehicle on a long distance job by the time they were finally able to do the move).

At every stage of the move I called uhaul to prompt them to hurry up the shipment and many recorded conversations with uhaul will indicate that I have alerted your company to the fact that I had no alternate means of accommodation and that I have tried my best to minimize the hotel expenses as much as possible.

I spoke to a manager in [redacted] ([redacted]) who indicated that I would be compensated for my out of pocket but so far I have not gotten a call back from his higher up ([redacted]).

Can you please tell me what I need to do to seek additional compensation?

Thanks.

[redacted]>

I would like to be compensated for the full amount as claimed in my original complaint.

Regards,

September 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ian [redacted], our GM of our U-Haul Moving and Storage of...

Chelsea, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and issued him a VIP Certificate for $74.95 to cover his current month of storage and waived the late fee. Mr. [redacted] agreed to either move out of his storage unit at the end of his current month or stay and abide by the storage contract.

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

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 does not appear to take the frustrations or inconveniences seriously enough to address the core issues of communication and customer service, and also what they commit to doing in order to resolve future (similar) instances.

Regards,

January 25, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]John H[redacted] our President for our Atlanta West Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office our GM for our...

U-Haul at Fulton Industrial spoke to Mr. [redacted] and offered his apology.  Mr. H[redacted] acknowledged we dropped the ball with the cleanliness, but this U-Haul trailer is still very road worthy.  Mr. [redacted] was in fact called due to the change of equipment size but we could not reach him.  Our Traffic Department spoke to our GM about this after they could not contact Mr. [redacted] and suggested if the 5X10 trailer was not large enough that they could locate a 6X12, although further away.  Mr. H[redacted] stated this was not a “bait and switch” and they in fact did their best to accommodate Mr. [redacted]  The refund for $40.61, which is a full refund for the trailer as an adjustment on his rental, should post on Mr. [redacted] next M[redacted] 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,Maria [redacted]Executive AssistantU-Haul International

January 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers [redacted] and [redacted].

Please be advised that all funds for the service provider have been released to them. If for any reason our customer feels unsafe with the service provider, the best method for them is to contact local authorities. Ms. [redacted] and Mr. [redacted] would need to pursue the service provider directly for resolution.

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

May 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he sent [redacted] an email advising her...

of a refund he issued her in the total amount of $164.00. [redacted] mentioned this amount reflects an adjustment on her rental due to the delay she incurred. There were two days allowed on the contract and he waived extra charges in the amount of $66.50 that she was charged when contract was closed out.

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

May 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Shawn O[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He...

informed our office he spoke to Mr. [redacted] and issued a refund for all charges on the contract from April 1, 2015 to today, May 20th. Mr. Odden also relayed that Mr. [redacted] is seriously delinquent on his storage unit. In the interest of helping Mr. [redacted], Mr. Odden offered him to move out without making any payment as long as he could move out by June 1st.

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

September 28, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she has left three separate messages for Ms. [redacted] requesting a call back in order to reach an amicable agreement.  She hopes to hear back soon if not already.   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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.What is amazing is that after six months of complaining I am happy to see that this might just be resoled, thanks again for taking acction. You cusoter who alwasy pays on time.Thank you [redacted], very cool the work you do. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted],...

followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained a late notice was sent out by our automated service just before Ms. [redacted] moved out. Mr. [redacted] advised Ms. [redacted] she does not have a balance owed on her account.

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

September 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our NW Colorado Regional Office, advised our office she spoke to Mr. [redacted] and requested he send her pictures of the damage.  She provided her email and he relayed he would send them for further review.Thank you for your continued support and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

April 27, 2015

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 South Seattle Regional Office, reviewed the current comments from Ms. [redacted]. She relayed to our office that it has been communicated to Ms. [redacted] several times that she needs to return the hitch, hitch ball and converter before the refund can be issued. She was told she could even return these items to a U-Haul location in Texas. Only after this is done will the refund for $215.23 be issued. Ms. [redacted] mentioned that Ms. [redacted] cannot keep the hitch and receive a refund too. It must be removed and returned for the refund.

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.neither uhaul or [redacted]ers has responded to our issues. They only issued a partial refund which did not cover the additional costs we incurred as a result. The first movers cancelled with no notice and the second movers held up my husband for an additional $210 and damaged all of our furniture. Neither uhaul or [redacted] has accepted responsibility or contacted as requested

Regards,

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.

To clarify, I told the person ([redacted] I think) that "I guess I have no choice" when he offered me half the amount of my rental cost.  After that phone call, and the way I had been treated ([redacted] made me feel like I was some lowlife that was trying to get something for nothing), I decided I did have a choice and that choice was to take it to the next level.  What gives a field/regional rep the right to say that is UHauls best and final offer.  That is when I filed with the Revdex.com.  I wanted to see if customer service/ satisfaction really matter to that company as a whole.  

Regards,