U-Haul International, Inc.

November 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#[redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage at Broward Blvd., followed up on the information Mr. L[redacted] provided and sent him the following email in...

response:Mr. [redacted] if you look at you contract is clealy states that you were returning the following day as I informed you before there will be no refunds on milage you said you were calling your creditcard company to disput the transaction.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 AssistantU-Haul International

As I stated earlier, I believe in compromise. I am willing to pay the $32 fee for Uhaul not notifying me about the missed Ezpass toll cost. They chose to ignore the $1 doll fee for 6 months, letting it go into collections, and added their own $30 administrative fee for their own negligence. I would have taken care of the original fee swiftly and avoided fees had Uhaul communicated this to me. Uhaul doens't have their act together on their administrative end, and claim to lose NJ EZpass documentation. They refuse to even SHOW me the documentation and expect me to pay a fee based on a number they have provided. It seems unethical to me, and bad business.Why can't they at least show me the violation notice? Is it because its has a date on it and that would prove Uhaul ignored the notices??
Their response said they care about their customers. If they cared about their customers, they should examine this process and find out why they "lost" the 3+ letters from NJ EZPass and examine why it took them 6 months to notify me. Surely someone at Uhaul should be retrained, or the process should be streamlined as to not take half a year to notify a customer thus adding extra fees unnecessarily to their loyal customers. My compromise will get them more than half the amount they are asking. I'm just asking them to waive their administrative fee because of their own negligent part in this process. I don't think I'm being unreasonable; this is my only offer to them. If they reject it, I am not paying anything, mostly out of principle.

June 20, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Dave Hellmers, our President for our Southern Colorado Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and discussed her concerns.  They were able to reach an amicable resolution with a refund for $1252 to cover their out of pocket expenses along with monetary reimbursement as an adjustment on their rental.  A check was issued to Ms. [redacted] on June 16th.   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

June 16, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. D[redacted].   Amy S[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. D[redacted] provided.  She informed our office she spoke to Ms. D[redacted] on June 10th and advised her of a refund for $125 she issued back to her [redacted] account.  The refund should post on her next credit card statement.  Ms. D[redacted] relayed her satisfaction for the 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, Maria Palmisano 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.

Regards,[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 received my refund of $1100 on my card. Thank you and I consider this complaint resolved.

Regards,

May 11, 2016
Revdex.com ID#:...

11409581 U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. L[redacted].
Lisa R[redacted], our Executive Assistant for our Riverside Regional Office, followed up on the information Mr. L[redacted] provided.  She informed our office the hitch and wiring were installed on Mr. L[redacted] vehicle as well as the brake controller.  However, due to the location of the switch under the dash of the vehicle requiring removal of complete interior of driver’s side under the dash and we are not able to remove this, Mr. L[redacted] was informed to take his vehicle to a Porsche dealership or automotive repair facility familiar with his vehicle to complete the installation of the brake controller.   Since we were unable to complete the work, the labor was completely deducted for installation of the brake controller.  Ms. R[redacted] relayed Mr. L[redacted] came into our U-Haul Center, took the keys to his vehicle and literally ran out to his vehicle and left without paying the bill.  A police report was filed for theft.  The police advised U-Haul to bill the credit card the appropriate fee since Mr. L[redacted] signed for the service to be done.  Mr. L[redacted] is not due a refund. 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 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Assistant GM for our U-Haul of Oakland, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and...

advised him of a refund for the fuel charge.  He also assured our office he would discuss the matter with his Center staff to ensure proper policies are being followed locally.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 9, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Rod T[redacted], our President for our Georgia Northeast Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hello this is Rod T[redacted] with Uhaul just wanted to reach out and apologize for any problems you may have encounterd from my company. After reviewing this matter we will not be charging you for the additional miles that were placed on the truck. If you have any further questions please feel free to contact me at [redacted]. Thanks   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 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company researched Ms. [redacted]’s claim and concluded...

that her furniture had normal wear and tear and they would not be issuing a refund for the damage she claimed.

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

March 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Bay regional office, reviewed the information Mr. [redacted] recent provided. She informed our office she spoke to Mr. [redacted] and advised him that a refund for $889.95 will be issued from [redacted] Insurance Company. She was also able to reach an amicable resolution for 50% of the rental, or $381.25. Ms. [redacted] will email Mr. [redacted] the document 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

October 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customers [redacted] and [redacted].   Frank G[redacted], our President for our Fort Lauderdale Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office a refund was issued to Ms. [redacted] and her name was removed from E-Alert.   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

This location has horrible customer service. The manager and staff are rude to customers. They refuse to follow up on a problem or return phone calls when they say they will. And when you call the 1800 number to give feedback, the manager from this location calls you back in a cocky tone to say "sorry for the trouble we will look onto it". But in reality to they do nothing to resolve the issue.

I can't accept it.
I said I **d no experience checking damage on a rental cargo van. A damage over the rear door is so easy to be ignored. U-**ul's response doesn't proof t**t the damaged part was good before the cargo van rent out. Dealer **s responsibility of not find the damage before the vehicle rent out, and not to remind customer check the vehicle before sign the documents.

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 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, had previously followed up on the information Mr. [redacted] provided and sent him the...

following email in response:Good Morning [redacted], My Name is [redacted] and I work in the regional office with U-haul located here in [redacted], Wa. I wanted to apologize for the trouble you had with the equipment on your rental and let you know that I'm going to be issuing a Reservation Guarantee to the card we have on file for the inconvienence. This will show as a $50 credit on your card in the next 2-5 business days. Please let me know if you have any other questions or concerns! Thank You! [redacted] U-Haul Regional Office Truck, Trailer, Towing, U-box reservations ###-###-####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

April 2, 2014

Revdex.com ID#: 9990371

U-Haul Ref#: 557899

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

[redacted], our GM of our U-Haul at Falls Rd. location, followed...

up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him she had issued a refund for the cost of the tow-dolly due to the delay of the breakdown he experienced. The refund in the amount of $186.56 was issued back to Mr. [redacted]’s [redacted] account and 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,

U-Haul InternationalExecutive Assistant

April 28, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Jerry L[redacted], our President for our Gulf Coast Texas Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he contacted our last three customers that rented the same truck Mr. [redacted] rented and asked them to rate how their move with the U-Haul truck went.  Each customer was asked if they had any problems with the truck regarding transmission, steering, braking and bad smells or any mechanical issues.  One of the rentals was a one-way move that covered 256 miles and another rental covered 231 miles and the truck was kept for 3 days.  All three customers relayed they experienced no malfunctions with the same truck and mentioned the truck drove great.  When Mr. [redacted] dropped off the truck and reported mechanical issues during his move, we downed the truck and had an outside repair shop not connected to U-Haul inspect the truck and the only issue found was a minor alignment that was not bad enough to perform a repair.  He also found the door to be about 1/8 off but when it was shut with a firm pull, it sealed.  Please be advised U-Haul would have paid this outside repair shop to make any necessary repairs, however, the vendor stated no repairs were needed and cleared the truck to be put back in service since it was found to be road worthy.  Also please be advised we have no record of Mr. [redacted] contacting our toll free Emergency Breakdown Assistance line to report a mechanical issue with the truck.  This line is staffed 24/7.  Immediate assistance could have been obtained to reduce any added stress or inconvenience Mr. [redacted] experienced.   Our decision in the matter has not changed as far as not making a monetary reimbursement.As we value Mr. [redacted] as a customer, I have taken the liberty of emailing him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.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 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 GM is NOT telling the truth at ALL!!  I told him I didnt think I had that amount in my account. He told me specifically to hit the red X on the credit card machine so that it would run as a credit card and NOT my debit card and would only hold back $65 and NOT $105. I did NOT check my account balance on my phone at all!  That is a blatant lie! When I can into the store to complain about being charged the way I was, at that point I brought my checking account up on my phone and showed the girl [redacted] and another young man that was in the store working what my account had been charged and that there had been NO credits back to my account. Never did I check anything on my phone when I first rented the truck.  The people who work at that store of deceitful and dishonest! No one ever explained to me when I scheduled the truck with [redacted] that I would be charged an expensive deposit. And when I rented the truck I was told BY THE GM that they would only "HOLD" $65 until I returned the truck and then my card would only be charged the money that I actually owed. These people are the worst type of business people. They lie and cheat and did NOT have permission to take money out of my account that I did not authorize. They try to say they have a signed contract but what  they do is make you sign on a credit card machine with a plastic pen and you arent even able to see what it is you are signing. I ASSUMED I was signing for what the GM [redacted] told me I was signing for. Little did I know they pulled a bait and switch and it was all a lie. SHADYYYY practices. I want a full refund!!!!!!!!!!!

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.

I have pictures of the shared storage unit(s) clearly showing the breach of security from where the theft occurred as well I have a police report which includes the transaction slip for the stolen music (209 compact discs) bought by a local music store.  These items are on my cell phone. I can forward them tomorrow as tomorrow I re-new my plan.

I am sorry for any delay but again I am physically disabled and have had to pull the remaining compact discs from storage to itemize my lose. This is not entirely finished as even trying to run down some titles is proving impossible. The inconvenience to me is overwhelming and quite painful, in many ways, having to start school in just over a week as well surgery coming up.

Again, my trust has been broken trusting Uhaul with my valuable and collectible items. As it appears you , as a customer, can NOT even insure against this kind of robbery, the theft of your items simply removed from your storage from over the shared wall of adjacent storage unit. There has to be "forced entry" according to Uhaul's insurance company. This does not seem right and allows for this type of activity or theft. 

?

Regards,