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.

Received a call from a lady from U-Haul, MA. Who would not give me her full Name, her reference #  [redacted]. She told us that is was a matter of U-Haul Policy, And she has never had a complaint before and could not help me.

Regards,

September 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted] Insurance Company informed our office Ms. [redacted] claim is still under investigation.  Ms. [redacted] was contacted and provided the status of the claim....

 Once results of testing of the equipment are completed, a liability decision will be made and Ms. [redacted] will be notified of the outcome.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I feel they are stalling this decision.

Regards,

June 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho Regional Office, followed up on...

the information Mr. [redacted] provided. She informed our office Mr. [redacted]’s concerns were previously addressed. Although we strive for 100% satisfaction, there are times when we may need to offer other options. Having to offer other options can be due to the previous customer keeping the equipment longer or dropping at a different location, as well as equipment malfunction. Mr. [redacted] was offered a refund for the $50 Reservation Guarantee Fee but he declined. Ms. * relayed, in an effort to show customer good faith, a refund for the $50 Fee was issued back to his [redacted] Card account listed on the rental agreement. 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

I rejected because they are lying. I don't have capability to find my iphone. First I didn't go to the police because manager said he will check the cameras and call me back. However I waited for 10 days and they didn't respond back. After my second visit he said he didn't have time to check the cameras. He promised me to check the cameras and help me. However after several weeks he didn't respond back. Almost 3 month passed and I am not sure do they still have the camera records. Please help me about the situation.  I want my iPhone or its price. But I don't know what to do. They are not helping me. They said they will call me back but didn't. Thanks[redacted]

June 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

 

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

 

[redacted], our President for our Idaho Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed their decision in the matter remains the same. His office confirmed the refund for $50 was issued back to Mr. [redacted]’s [redacted] Card account ending in [redacted].

 

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

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our West Houston regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her voice mail. He left a message offering his apology for the inconvenience she experienced and also informed her that our dealer would continue to authorize her card for more than the daily rental and we would refund the difference when she returns the dolly.

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

December 1, 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 at [redacted]. in Fort Collins, followed up on the information...

Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised her of a refund for $505.00 that was issued back to her Visa account as an adjustment on her rental. The refund should post on her 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 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a call back. In addition to a refund, he would like to offer Mr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He hopes to receive a return call 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,

Executive Assistant

U-Haul International

June 27, 2016

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Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
Denise G[redacted], Traffic Control Manager, reached out to Ms. [redacted].  Ms. G[redacted] apologized for the initial delivery not taking place at the scheduled time as agreed. Ms. G[redacted] offered to reimburse Ms. [redacted] for the movers in full, in the amount of $65.00. Ms. G[redacted] also agreed to pay $50.00 for each day she was without her belongings as scheduled, for the late delivery, of $400.00.
 
Ms. [redacted] declined the amount of $465.00. We want to come to an amicable resolution. We feel the offer made is reasonable.
 
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 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Pete S[redacted], our President for our Connecticut Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed, according to our hook-up guidelines, Ms. [redacted]’s car could handle the 6X12 trailer.  He also mentioned Ms. [redacted]’s car is a 2009 vehicle with unknown miles and weather was in the 90-degree area.  That alone might have had an effect on vehicle.  After another review of the situation, Mr. S[redacted] advised our office, monetary reimbursement for vehicle repairs will not be offered.   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

March 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office,...

followed up on the information Mrs. [redacted] provided. She informed our office Mr. and Mrs. [redacted] were referred to [redacted] Insurance Company to file a claim for their loss.

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 24, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mr. [redacted] and offered to have his hitch installed at the original price quoted and also issue a refund for the $50 Reservation Guarantee Fee. He relayed he no longer needed the hitch but accepted the Reservation Guarantee Fee. He should receive the refund check within the next 10 business days.

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

The issue is no longer whether or not it was returned to the correct location or not. Nothing I signed states that I give/gave UHAUL the permission to take $150.06 from my card! The signed contract A- does not mention what the "One Way" rate is. B- Does not state what twice the "one way" rate is. C- Does not state I/customer/Chekeria [redacted] give UHAUL the AUTHORIZATION to take whatever the amount is (not listed on contract),( $150.06) also not listed on the contract. The contract advises what the charges are in word format only, there are no dollar amounts listed other than the hold for $68.31. To be charged is one thing, OK I signed it, whatever charge me, but do not charge it to my card/withdraw it from my account without my permission. The contract also states, "U-Haul may authorize a second amount for the "estimated balance". That is simply advising that there may be a second charge, it's not getting authorization to charge the card a second time, it's just making the customer aware that there may be a second charge. How can U-Haul authorize a charge, after all it is the customers card/money, the customer needs to authorize! I have not a flying clue what the "estimated balance" is or what the second charge is, but sure U-haul, whatever it is go right ahead into my account and take it? No way!! to  amount that has not been provided, discussed, advised, etc. . Again, no where on the contract is there an "estimate balance" listed or nothing signed saying I authorized U-Haul to charge my card a second time in the amount of $150.06. Please show me where I authorized this amount. Please show me where I signed gives the one way rate. Please show me where twice the one way rate is listed. Perhaps the company needs to rewrite there contract with specific amounts AND authorization of these amounts.

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract. [redacted] the Area Field Manager over the [redacted] dealer spoke to [redacted] today. He explained because the rental was over two years...

old on 5/31/12 he was unable to verify the charges on [redacted] contract. [redacted] said he would send the Halls $214 in VIP Certificates. These certificates can be used for a future purchase or rental on the many products and services U-haul has to offer.

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

October 24, 2014

Revdex.com ID# 10271701

U-Haul Ref#: 700350

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

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

[redacted] provided. She explained Ms. [redacted] made her reservation on September 8, 2014 at 2:49pm Central Standard Time for same day pick up. The reservation was downloaded at 3:24pm and Ms. [redacted] was dispatched on September 8th at 4:12pm. We realize she chose a different pick up location but she was never scheduled at the preferred location due to availability. However, since Ms. [redacted] raised the question of the Guaranteed Reservation, we went ahead and issued her the $50 Guaranteed Reservation Fee in the interest of customer good faith, although she did not actually qualify for it.

[redacted], our GM for our Urbandale U-Haul Center in Des Moines, sent Ms. [redacted] an email offering his apology for the inconvenience she experienced and explained we did the best we could to get the equipment she wanted on the same day she made her reservation. As we value Ms. [redacted] as a customer, in addition to the refund for the $50 Guaranteed Reservation Fee and the $12 for the lock she had to purchase, Mr. [redacted] also sent her 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. 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. Mr. [redacted] also confirmed there were no double charges for the rental to her credit card.

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 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern New York regional...

office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee. She also explained our GM will be in contact with Ms. [redacted] to reschedule the installation for May 31st. Ms. [redacted] is aware of the telephone number for the regional office in case she has other 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,

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

With all of my customer service issues I do not feel uncomfortable nor do I want to conduct business with Uhaul again I have cancelled my storage facility with them and will not utilize them for any future business. This has been a very displeasing situation and having a credit with Uhaul is useless. I expressed this in my initial complaint and to Uhaul prior to filing with The Revdex.com

Regards,

February 16, 2016   Revdex.com ID#: [redacted], [redacted] U-Haul Ref#: [redacted]  

justify;">Thank you for your concern for customer Mr. [redacted]   Our Eastern New York Regional Office followed up on the information Ms. [redacted] provided.  I was informed a refund for $74.50 was issued back to their Visa account on February 13th along with an additional refund for $10.50 issued today.  Both refunds 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, Maria P[redacted] Executive Assistant U-Haul International

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

[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 Evening Mr. [redacted], I've received your information from the Revdex.com regarding your recent U-Haul rental. I apologize if our policy wasn't explained properly at the time you made your reservation. I've advised the President of the situation and he'll speak with the General Manager and his staff regarding the policy and your reservation. As a courtesy we've refunded the $50 reservation guarantee to your account. For future rentals please be aware this is given when a reservations time and location has been confirmed and guaranteed. I apologize for any inconvenience or confusion that arose from this experienced. The credit will take 3-5 days to process to your account. If you should need anything further please let me know. Thank you, [redacted] UHC of E. Colorado

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