U-Haul International, Inc.

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate [redacted], our Traffic Manager for our Northern Alabama Regional Office, spoke to Mr. [redacted] on or about March 16, 2015 and...

provided him with the U-Haul location he can go to, to have the installation corrected.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 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 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island Regional Office, reviewed Ms. [redacted]’s recent comments. He relayed that he felt the $361 discount was a fair resolution and no further refunds or adjustments would be issued. Mr. [redacted] also assured our office he addressed the issue with the employees involved for corrective action as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul and also ensure proper procedures are being followed by every office that is in contact with our customers. Please be advised any action taken with our employees and the outcome is kept within the company.

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

June 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. As we value Ms. [redacted] as a customer, Ms. [redacted] sent her a VIP Certificate to cover one month storage and also gave her a refund for one month of storage she had with our U-Haul location in Fort Worth.

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.

I am not satisfied with U-Haul's response.  Why am I prohibited from using their services until Mr. [redacted]x's past due balance is paid?  I hired him and I have no relationship other than that.  Based on U-Haul's policy I am being held responsible for the past due balance regardless of their reply.This is unacceptable and does not address the issue nor the fact that I drove 3 1/2 hours and was left stranded with no truck and no recourse.U-Haul's policy is unfair and of questionable legality.  I want my name cleared.

Regards,

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

[redacted], our President for our Raleigh regional office, reviewed the information Ms. [redacted] provided and advised our office, in addition to the $50 Reservation Guarantee Fee already issued, a refund for ½ of her rental, or $135, has been issued back to the same [redacted] account used for the rental. The refund should post on her next credit card statement. No further refunds will be issued.

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

October 3, 2016   Revdex.com...

ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Samantha S[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she left a message for Mr. [redacted] requesting a call back in order to personally address his concerns and offer an adjustment on his rental transaction.  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 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,

August 3, 2014

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

Thank you for your concern for our cus[redacted]er Ms. [redacted].

[redacted] Burns, our President for our North Orlando Regional Office,...

followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and agreed to charge her storage rental for just the amount of days she would need to store her items. He apologized our GM of our U-Haul Storage Center was following policy to the letter and did not take the time to fully listen to her concerns. He also advised her he would email her a VIP Certificate to fill her propane tank in her new home. Ms. [redacted] relayed her appreciation for his call.

Our cus[redacted]ers 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

October 8, 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 Tidewater Regional Office, reviewed the information Ms. [redacted] provided. Standard procedure is for a credit card company to automatically drop the hold within 10 days if a charge is actually not sent in. Our records indicate a request to release the hold was sent by U-Haul on September 2nd and then again on September 12th. Mr. [redacted] relayed no further action will be done.

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

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington regional office, followed up...

on the information Ms. [redacted] provided. She informed our office RepWest Insurance Company researched Ms. [redacted]’s claim and offered a settlement. Ms. [redacted] declined the settlement and relayed she was obtaining her own adjuster for an alternate outcome. Ms. [redacted] should keep in touch with her adjuster of RepWest Insurance Company for resolution.

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.Yes they did find me another location after I called, was transferred and put on hold. The rep told me it was my fault for choosing the location I chose. During the entire process did UHaul apologize for the location being closed  for the difficulty in rerouting me or for the dropped calls during transfer. Yes they did not charge me for extra mileage or fuel. They tried to. How is that valuing a customer? When you send someone to a closed business and then reroute them AND then try to charge them for it. Not to mention they basically called me a liar when I had stopped and refused to the 1/2 full mark as I was instructed. They call that caring for customers. They should feel obligated to make this right if they value their customers. My experience was anything but customer satisfaction oriented. I was sent to a closed facility, no apology for the emergency and delays/trouble rerouting me. No apology for the drop off location trying to gouge me for $30.00 and accusing me of not refueling. Every response to this whole situation was that as a customer I should be grateful that they found a location after I chose the facility closest to me, I should be grateful they waived extra mileage and fuel charges that I dud not even owe. As far as my prior experience that was in 1998. I reserved a moving truck thru there 800 number and on moving day when I went to pick up the truck at the location in Silver Spring, MD I was told that they did not have a truck reserved for me. When I gave them my reservation number I was told that the local dealers serve customers who walk thru their door first. Since someone arrived before me and needed the truck I had reserved they gave it to them. He said if I wanted to guarantee a truck would be available then I needed to reserve directly from the dealer. UHaul is NOT customer driven. They are not concerned at all about the customer experience, they cannot be relied upon for reservations or drop off locations. However you can trust that they will immediately charge you for your rental and when you call 5 minutes later to complain they will say it is too late your contact is closed. When your reservation is not kept, the drop off location is closed and they  try to charge you for additional fees they will say it is your fault for chosing the closed location and point out how kind they were to waive fees you did not owe. I will not ever use UHaul products or services again. I will share my experience with everyone I know who is in need of moving supplies or trucks. This is by far one of the worst examples of caring for a customer that I have had in a long time. Their position is too bad you couldn't drop off your truck at the location you chose from those we offered. Too bad it took over an hour of calling us, being transferred, put in hold and dropping your calls before we could assist you. Too bad all of the people helping you move had to sit around and wait while you tried to get assistance from us to return the truck we rented to you. Too bad the drop off location we found wanted you to pay monies you did not owe. Too bad your contract is closed, we have our money. Thanks for renting UHaul. All I can say to the general public is beware. Once you sign on the dotted line UHaul doesn't care about you as a customer, they have their money.

Regards,

February 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Field Manager for our Clearwater Regional Office, followed up on the information...

Mr. [redacted] provided. She informed our office Mrs. [redacted] contacted her on February 14th. Ms. [redacted] attempted to discuss her concerns, however, her participation in the conversation was basically listening to Mrs. [redacted]. From what Mrs. [redacted] relayed, Ms. [redacted] concluded they were not happy with how the hitch looked on their vehicle and wanted it removed. Ms. [redacted] stated they would be happy with removing the hitch but will not be able to refund for the labor to install the hitch, which was $171.75. If they wish to file a claim for damages, they will need to contact [redacted] and can be reached 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,

Executive Assistant

U-Haul International

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] the President in our [redacted], AR Regional Office informed us he has asked [redacted] our insurance carrier, to contact [redacted] in order to discuss a...

settlement.

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,

Executive Assistant

U-haul International

July 7, 2016

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Revdex.com File # [redacted]
U-Haul Reference Id #[redacted]
 
Mr. [redacted] is still in process of moving his final belongings. We understand moving can be a stressful time, and Mr. [redacted]’s Corporate Accounts Manager, Melissa A[redacted] has been providing support during this corporate move.
 
Melissa A[redacted] let us know when an issue did arise, and our customer was given invalid information, we stood by our promise. U-Haul agreed to absorb $600.00 as a gesture of goodwill for the misunderstanding. The corporate client was never billed for this amount. A corporate account adjustment in the amount of $135.00 for Anderson Family Movers was also made on behalf of our corporate client, Weichert Workforce Mobility.
 
Weichert Workforce Mobility, our corporate client has been contacted, and to our knowledge all billing, and invoices have been forwarded to Mr. [redacted] and to Weichert Workforce Mobility. Mr. [redacted] can contact Melissa A[redacted] direct with any question or concerns regarding any specific invoices he may not understand.
 
It is important to us that Mr. [redacted] fully understands all his cost vs Weichert’s cost. If he has any further questions or concerns Ms. A[redacted] is happy to help.
 
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,
 
Penny S[redacted]
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.

Regards,

One of the reasons I don't accept this is because I did email [redacted] back the very next morning after receiving her email.  I replied to her email and also put in her personal email address.  I have proof of that if needed.

Receiving my personal belongings 3 weeks later than it was supposed to happen is not acceptable and I want a full refund.  This is not negotiable for me.  That and the fact that I didn't get any customer service on top of it is unacceptable.

July, 5.2016
 
Revdex.com concern #[redacted]
U-Haul Reference Id # [redacted]
 
Glen T[redacted], Marketing Company President, confirmed Mr. [redacted] will be reimbursed for his U-Box contract in the amount of $2,638.00 plus $50.00 per day from 6/23/2016 for late delivery, until arrival.
 
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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Louisiana Regional Office,...

followed up on the information [redacted] provided and sent her the following email in response:

[redacted], I was able to review the calls that you made to my location. My agent did quote the price that you paid for the rental correctly. It was also correct on your rental contract as well. I assume you got the hold off of the first card for 37.05 with the authorization number I gave you. I am sorry you had a less than perfect experience. I again appreciate you taking the time to let me know about the problems. For the customer service issue I will go ahead and refund you the rate of the truck to the card that was used to pay the final bill today. If you need anything else please let me know. 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,

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.

This is not anywhere near what I would call a 'satisfactory resolution'. I understand that the [redacted] charges are not refundable. However, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolution. This has been a nightmare situation and honestly, I expected more of a customer focused response from your team. As I stated in my original Revdex.com complaint, I am sad to say that more than likely I will not use Uhaul again due to this experience (something that you and your team have and have had the opportunity to change/correct). With that being said, the $50 future credit does nothing to help resolve my current issue and overall impression/experience with Uhaul. I placed the reservation and the details of that reservation were unable to be met by your company. I then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed upon. The staff in the store did very little to help rectify the situation and now I'm spending additional time explaining my terrible experience with anyone who will listen. This is about a large company stepping up and owning the fact that they messed up and fixing the situation. A $50 future credit to be used on another 'non gauranteed reservation (I use that term loosely with Uhaul)' is laughable and unacceptable. 

I would like to see the charges for my Uhaul portion of the order refunded in full. I look forward to your response. Until then, I will continue to pursue this issue through the Revdex.com and other outlets.

Regards,

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Vancouver and Vancouver Island...

regional office, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email:

Hello, I have recevied the scan of your fuel receipt. As mentioned in my first email, it is outlined in the first bullet point that UHAUL does not reimburse for overfueling. The fuel chart explains the amount of litres needed to reach the level of dispatch, as with any personal vehicle, you could reach the full mark and continue to fill the tank. (until your hear/feel the 'click') Having driven 11km, you most likely would have been one bar below the full line and would need 6 litres to return to the full mark. As a one time goodwill gesture, I will reimburse 8 litres @ 1.219 per litre for a total of $9.75 Please bear in mind that this will be noted on your contract and this exception will not be made in the future. Please allow 3-5 business days for this to reflect on your 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,

 

Executive Assistant

U-Haul International