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,

[redacted] Since this none of the payments were made at the uhaul 800 number [redacted] said that there would be no record of the calls.  I had made all the paymebt s over the phone at the Rutland location with either [redacted] or [redacted].  They both assured me that my new credit card information was on file as of December 15th 2014, and that my card was going to be charged monthly.  It was not.  And I always had to call to initiate payment with the same response of that my card was on file and it would be charged.  [redacted] says the charges were for services rendered. This is not the case as the 2440.00 were late charges that added up on the boxes because my credit card, which both [redacted] and [redacted] assured me were in the system , didn't get charged monthly. Instead, I had in  to call in may when I received my bank statements, only to find out my card hadn't been charged sincendemcember.  My job sends me to remote locations with no phone service so may was the earliest I could call regarding the account.  Plus, the 2440.00 was collected under false information.  [redacted] told me the charge was for ubox rent and travel charges from Florida to Vermont, not late charges on the boxes.  When I payed he said I could call traffic to get the boxes moved.  Only when I filed my official complaint did [redacted] advise me that the charges I payed were not as described to me and the uhaul location in Rutland would not speak with me as per why [redacted] said what he said.  I did become irrate on the phone with [redacted] because she offered no assiatance and kept repeating that the monies were collect for services rendered.  I shouldn't be held accountable for their employees lack of action and poor customer sevice.  The card was on file at the one of only two locations that could take the payment.  I would prefer not to speak with [redacted] again as I was waiting for her call for almost two weeks as she said it would only take a couple days to retrieve phone calls from her system.  I still haven't received any itemized bills, or any bills for that matter, that break down all the charges as I asked.  The fact that she could not find any call I made to the 800 number is absurd and show the complete lack of customer service  uhaul provides as I had to call the 800 number in order to get ahold of [redacted] and [redacted] at the Rutland location because I could never get a hold of them by just dialing the Rutland locations number. Furthermore, [redacted] stated on more than one occasion that [redacted] did not handle my account right and that he tried several time to gain access to the account to update it with no luck.

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

[redacted], Senior Staff for our [redacted], [redacted], [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] and attempted to apologize for the inconvenience he experienced. Mr. [redacted]...

relayed he did not want her apology or to speak to her and disconnected the call. Per Mr. [redacted]’s rental contract, he picked up the trailer at 10:23 am on July 31st. Ms. [redacted] issued him a refund for the $50 Reservation Guarantee Fee because we were late on providing him with the trailer. The refund was issued back to Mr. [redacted]’s [redacted] account on August 18th and should post on his next credit card statement.

Please be advised that Mr. [redacted]’s situation does not warrant a full refund for the rental fee. He completed his move as contracted. However, as we value Mr. [redacted] as a customer, Ms. [redacted] also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr [redacted], I would like to apologize for your recent experience...

with our company. We strive to make every customers rental a stress free experience because moving itself is already stressful. Unfortunately, we do have rare occurrences when that doesn't happen. In those instances, the $50 Reservation Guarantee is normally issued. In your case, because of the whole fiasco you experienced, we will be able to issue you an additional $50 refund for your inconveniences. I will get that issued today but depending upon your bank, it may take 3-5 days for it to post back to your account. Once again, on behalf of U-Haul, I apologize. If there is anything else that I can do for you, please do no hesitate to contact me. [redacted] U-Haul [redacted] Traffic Control Manager Office: ###-###-#### voip: [redacted] Cell: ###-###-#### 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

January 7, 2015 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our Western [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office that the truck [redacted] rented was...

checked by our receiving location and found the headlights to be in proper working condition. We also confirmed the truck was returned with less fuel than when it was rented. [redacted] relayed that after researching [redacted]’s concerns, it was determined she was not due any monetary reimbursement since both the lights and fuel gauge were found not be an issue. A U-Haul Customer Service Representative noted in her conversation with a gentleman calling for [redacted] that they did not have time to call our Emergency Road Assistance line when they claimed to experience a problem with the brakes. Their move consisted of driving over 1,000 miles with the U-Haul truck. The truck has been rented out again and no issues reported.As we value [redacted] as a customer, [redacted] sent her a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

May 22, 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 San Francisco regional office, followed up on the information Ms....

[redacted] provided. She informed our office a refund for the $50 Reservation Guarantee Fee along with a $50 VIP Certificate was issued to Ms. [redacted]. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

July 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 [redacted] regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] a letter offering her apology for the inconvenience he experienced and also advised him of a refund for $20 that she issued back to his [redacted] account. The refund should post on his 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,

Executive Assistant

U-Haul International

June 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Steve L[redacted], our President for our Saint Louis Regional Office, reviewed Mr. [redacted]’s recent comments.  He explained to our office his decision in the matter remains the same.  As I relayed in my previous letter, Mr. L[redacted] sent Mr. [redacted] an email that included his apology along with a VIP Certificate we hope he will take advantage of using as we feel it can be great value to our customer and is valid for two years.  Mr. L[redacted] acknowledged him and Mr. [redacted] are unable to see eye to eye on the situation.  Nothing further 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, Maria P[redacted] Executive Assistant U-Haul International

August 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Dr. [redacted], our GM for our U-Haul Storage of [redacted], followed up on the information Dr. [redacted]...

provided.  She informed our office she contacted U-Box who confirmed the difference in shipping charges and reversed the hold return at U-Haul of Mountain View and now needs to be checked back in and the correct charges applied.  Ms. [redacted] attempted to reach Dr. [redacted] to relay this information but had to leave a message.  She also asked Dr. [redacted] to contact the receiving location to complete the transaction.  Their telephone number was provided as well.
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

[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,

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,

Thank you for your concern for our customer Mr. [redacted].[redacted], Senior Staff for our E[redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she is currently waiting to hear back from Mr. [redacted] to personally address his...

concerns.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 customers [redacted] and [redacted], whose name actually appears on the rental agreement.

[redacted], our Executive Assistant for our...

Pittsburgh regional office, followed up on the information Mr. [redacted] provided. He sent them an email advising them of a refund for the $30 fueling fee back to their [redacted] account. The refund should post on their 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,

Executive Assistant

U-Haul International

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Saint Louis Regional Office, followed up on the information Mr. [redacted]...

provided. She informed our office Mr. [redacted]’s concerns were addressed by [redacted] Insurance Company. If he wishes to pursue the claim he will need to keep in contact with his adjuster at [redacted] Insurance Company.

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 12, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided and sent him the following...

email in response:Good Afternoon Mr. [redacted], I've received your information regarding your recent U-Box move out from our Aurora location. I understand you're requesting a refund of $400 and I'm needing more information regarding this request. After researching your rental, I do see there was an issue with your 7/15 move out which resulted in an additional month of charges. I see on 7/27/15 these charges were credited back to your account. Can you advise me where the additional $200 credit request has come from. Upon your response I'll be able to research this further. We appreciate your patience and time on this matter. Thank you, [redacted] UHC of E. Central CO [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional,...

followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns at length. They came to an understanding over the reservation and both agreed things could have been different on both sides. Mr. Bohlman issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s [redacted] account, which should post on his 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,

Executive Assistant

U-Haul International

September 17, 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 East...

Houston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He also offered his apology along with one month of free storage due to the fact that the credits did not process as quickly as she anticipated, which caused her bank account to incur overdraft fees. Ms. [redacted] declined the free month but [redacted] relayed if she changed her mind to stay another month, it would be at no charge.

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

May 16, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted]   David R[redacted], our President for our Detroit Regional Office, reviewed Ms. [redacted] recent comments.  He relayed a mutual agreement was made on the value of Ms. [redacted]’ missing items.  A refund for the cost she paid for storing with U-Haul was issued along with $1000 for Safestor Protection Coverage and $3,200 for missing items.  Ms. [redacted] agreed to sign a letter of release prior to collecting the settlement.   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

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.

Hello-

This issue still has not resolved. On July 10 I received a voicemail from Jim the manager of the U-haul location with which I had the complaint, indicating that in addition to the $50 "guarantee" check, I would be sent a $200 check. I received the $50 check several weeks ago, but still have not received the $200 check. When I have tried calling, I am placed on hold and then the line disconnects. This has happened repeatedly, so I am contacting you.

Can you please assist?
 

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,[redacted]

I reject this response totally.  The 9ft van was to be picked up at an Inglewood location which was reserved at a Los Angeles location still listed on the website.  That is a U-Haul mess up, not mine.  Secondly, my pickup was in Los Angeles so why would I drive to Inglewood to turn around to go back to Los Angeles for my pick up?  I never insisted on picking up at a location for U-Haul that does not exist by U-Hauls response to my complaint.  I insisted on picking up in Los Angeles where my belongings were.   I was offered a 10 mile credit to go to Inglewood when Inglewood is more than 10 miles from the location where I picked up the 10ft truck and where the initial pick up for the 9ft van was suppose to be.  U-Haul falsely advertised for a 9ft van at a location that does not rent U-Hauls!  I think U-Haul should accept responsibility which they seem to have a problem doing.  U-Haul made mistakes the whole step of the way including this bogus response to my complaint.  My complaint stands as written period.  BTW if U-Haul does not have 9ft vans for rental then they should remove them from their advertisements or put more in rotation...
I would also like to point out that I never received any credit, discount, or apology for their mistakes and rip-off.  Where is my credit/discount?