U-Haul International, Inc.

December 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted]’ concerns to our office,

Please be advised since Ms. [redacted] is claiming damages, she needs to contact [redacted] Insurance...

Company to file a claim. They can be reached at ###-###-####. They will first take a phone report and then have an adjuster contact her back to address her concerns.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

May 5, 2016   Revdex.com ID#: [redacted]

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

[redacted].   Ramon M[redacted], our President for our Southern Massachusetts and Cape Cod Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and addressed his concerns.  Mr. M[redacted] relayed there was miscommunication with the rate for the truck Mr. [redacted] rented and issued a refund for $73.63 as an adjustment on his rental.  The refund should post on his next Master Card 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

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] from the regional office never called to confirm a response, in fact to

this date I have never received a Call from U-Haul, further I contacted U-Haul last

night 19 March and customer service stated that a refund was mailed to me, I'm

at a loss as to how my refund will be issued, further I'd like to hear a apology

from this company, they have my E-mail address and phone number but not one

attempt has been made to contact me regarding this matter

September 6, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. S[redacted].   Derrick S[redacted], our Area Field Manager for our Mississippi Regional Office, reviewed Mr. S[redacted]’s recent comments.  He informed our office a refund for $106 was issued back to Mr. S[redacted]’s Master Card account.  The refund should post on his next credit card statement.   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 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.Your resolution states that you refunded me $75 at the time of drop off as an adjustment. This is a lie. I can provide to you my bank statement if you'd like, which clearly states that you charged me $132.82 for the rental and only refunded me $39.57 at the time of drop off. Also I don't believe you ever send me a gift card since I have yet to receive it, but I am demanding a FULL refund as I was unable to move. To think that I would like a gift card towards your services in the future is absurd. 

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,

Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for $262.40 was issued back...

to Ms. [redacted]’s credit card, which 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,[redacted]Executive AssistantU-Haul International

I went to rent a vehicle from this location for a local move. Within less than ten miles the vehicle broke down, and was no longer capable of driving, which put myself and my family in danger. We received a ride back to the location where we picked the vehicle up and spoke with an employee. The employee rudely directed us to dial 1-800-GO-UHAUL, and he stated it wasn't his problem.

After calling UHAUL and resolving the issue of the vehicle I chose to spoke to someone in charge. The manager, Troy, approached me in a very abrasive manner disregarding our original complaint. Instead he stated "don't you ever talk (expletive) to my employee."

Caught off guard I asked the manager to remain calm and speak to me as a customer to which he responded "You want to take this to the streets?, clearly trying to engage in a physical confrontation. The manager was a much more intimidating figure as I only stand 5'4 and weigh less than 140 pounds. After attempting to provoke us into a physical fight I decided it was best to leave the scene.

Immediately after and on numerous occasions I have reached out to U-Haul to see what is being done about this situation and was told the case was closed. I sincerely felt threaten for my safety and don't understand how a man with his temper can remain a manager. I will no longer be using U-Haul and I hope they take care of this situation before another one occurs.

Finally, U-Haul closed this case without ever contacting me again, and the emotional damage my family and I suffered that day still lingers.

June 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central New Jersey regional...

office, followed up on the information Mrs. [redacted] provided. She informed our office she has left two separate messages requesting a call back. She would like to explain both cards were charged $97.37 and then credited back $97.37, which gives a net $0 on both cards. She hopes to hear back from Mrs. [redacted] 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

Reserved a 10 foot truck and appliance dolly to be used on 10-15-2016. Went to [redacted] in Chillicothe, Ohio to pick up what I requested. They told me that the truck was out of service and they don't have appliance dollies either! So I called customer service and they said they assumed that the truck was ready and they had dollies. Very lousy way of doing business! This complaint is not against [redacted] it is against the scheduling department for Uhaul of Ohio. They were not willing to fix the problem today. Think they should have brought a truck and dolly down from Columbus for me to use today. I will never use Uhaul again! My master order number is [redacted]. Never assume anything!

March 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Judy S[redacted], our Executive Assistant for our West Texas Regional Office, followed up on the information Ms. [redacted] provided.  She informed our...

office an attempt was made to speak to Ms. [redacted] but a message had to be left.  She also relayed her storage unit was sold but pr[redacted] steps were taken to reach her.  The last payment Ms. [redacted] made was on November 17, 2015, which was only a partial payment.  They have no documentation Ms. [redacted] spoke to our Call Center since that date and no returned mail has been received advising her that her storage account was delinquent or in lien status.  Ms. S[redacted] explained they did try and contact the private individual that purchased the room but he declined to work with Ms. [redacted].  They did, however, obtain four boxes of personal items and our GM of our U-Haul Center attempted to contact Ms. [redacted] to return them but has been unsuccessful in reaching her.  Ms. S[redacted] stated the boxes will be shipped to her instead. 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

nobody has contacted me or attempted to and why are my things broken if I haven been there since October and on August 18tj I didn't have an outstanding balance

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 not received the 50.00 dollar refund and the gift certificate would not work online as they told me it would.

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 not received 50 dollars as stated by the company. Also there has been no mention of my deposit which was not refunded. It was my understanding on the phone that I would get my deposit back on top of 50 % of all costs. from [redacted]

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,

[redacted] The offer they made me is not even half of what I asked for, but they told me I must accept this or they will give nothing at all. This is after waiting for another call back that I never received. I had to call the person back to finally get my answer. I attached 2 images which demonstrate the headlights in this vehicle and that the only light was cast upon road signs. Uhaul says that they won't provide more because if I would have called they would have sent someone to repair the vehicle on the side of the road. He claimed that they would have replaced the entire steering assembly right there on the side of the road if necessary. I never will give uhaul my business again and I would advise everyone else to go with another carrier, uhaul does not care about the safety of its customers or the other people who are incidentally near the vehicles uhaul provides. Out of such a large company this is a huge disappointment.

Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She relayed that proper procedures were followed at the time of dispatch. Ms. [redacted] signed the contract...

indicating there was no damage to the truck at the time of rental. However, when it was checked back in, we found damage. Because she had taken the Damage Waiver, she was only responsible for the $150 deductible. Unreturned messages were left for Ms. [redacted] by our [redacted] Regional Office. Please be advised our decision in the matter remains the same.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 firmly reject your response,  firstly, I have not received NOT 1 phone call or message regarding this complaint after my report to the Revdex.com so that right there was a false statement. Secondly, the issue at hand is not that I did not identify the damage prior to signing of the contract, my complaint is that the truck was dropped off undamaged and that there isn't a way for Uhaul to show me the evidence that the damage occured during my possesion and not after the truck was dropped off at the designate drop off location. How do I know that the surveillance camera(s) were working properly and/or placed where the truck is visible at all angles? The only way I can accept a response as dismissive as Hauls response  is if I am able to see the surveillance video especially after reading another review from another customer complaining that "Uhaul's surveillance conveniently doesn't reach" the unit that was broken into (link for reference,  [redacted] ).  As much as they could be telling the truth, they can also be giving false or incomplete details of their "proper procedures".Regards,[redacted]

Mr. S[redacted] called me & immediately started talking to me in a condescending, accusatory tone.He told me several times he wasn't sure what my complaint was.I asked him if he read my complaint.He kept saying"at least we provided a truck",&"they should have cancelled my reservation.How would I have liked that?".It is true,after several minutes of being interrupted while trying to explain my complaints,I called him a dick.I was in a fragile state; I apologize.I told him when I initially called the man I spoke with agreed,we would basically have had to break down for U-Haul to help.He told me nothing the man told him matched what I said.When I mentioned all calls were recorded, he could pull the call to verify,he replied,"Only the 800 numbers are."I told him that I was not financially set to cover the ADDED expenses of hotel rooms & fuel for the larger truck.My finances have NOTHING to do with this.The safety of the truck,& the fact that U-Haul did not provide me with a good running truck are the issues. Mr. S[redacted] told me had I requested another truck, that there wasn't even another truck in the ENTIRE state of Montana.Mr. S[redacted] accused me of lying about the date my reservation was made.He said that he showed July 4,& became rude when I told him that I have the email for June 30.His reply,"yeah,you have the email to show it was the 30th,my system says the 4th.We didn't even have to provide you a truck on such short notice."I was REPEATEDLY accused of lying,& treated RUDELY.Mr. S[redacted] failed to mention to his superior that I called him back,asking him to please call me back,which he did not.The bottom line here is U-Haul failed to provide me a safe truck, didn't even have one to replace it, & then disrespected & mistreated me.Maybe someone should call the drop off location to ask them about the working order of the truck when dropped off,or pull the service record,as it was pulled off the road for repairs.I still feel I deserve a refund.

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.[redacted] did just reach out to me and she stated, "it could be close to the end of year before I can we can get a quote for you".  So on top of the six months I have already been paying for additional storage they want to keep me hanging for an additional two months with no answer.  I feel this is just an attempt to get me to close my Revdex.com case.  I am still having the same problem they are holding my items hostage, charging me storage fees and not giving me any hopes that this matter will be resolved in the near future.  I need them to provide me with a reasonable quote now with a ship date.  Or I need them to return my ubox to my family's home and refund me for the past six months of storage fees.Thank you so much for your help Revdex.com, they only reason they have responded at all is because you intervened.  I felt helpless before I decided to seek out your assistance. Sincerely,