U-Haul International, Inc.

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

[redacted], our Executive Assistant for our Vancouver and Vancouver Island regional office, followed up on the information Ms. [redacted] provided. She informed our office she...

sent Ms. [redacted] the following email:

Hello I'm contacting you in regards to Better Business File [redacted]. All of our equipment sizes are approximate. The interior dimensions are listed on our website. I apologize that when you provided the exact dimensions when you called to make your reservation, you weren't advised that they are approximate. I have applied a $50 credit to your credit card. Please allow 3-5 business days for this to reflect on your statement. In the future, feel free to visit any of our locations to measure, or visit our website to look at the interior dimensions. We look forward to seeing you again 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

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.

There is some confusion regarding this matter and the answer that U-Haul provided to my complaint:1.  It's stated that U-Haul has given me a 20 % discount on my storage unit for 6 months. My items are in a non-uhaul storage facility due to the reservation that Uhaul made and I am paying that facilities regular monthly storage rate that everyone is charged. I did not get a revised agreement from them nor from uhaul reducing my regular monthly rate by an additional 20% each month.2. The truck blinkers: we were given the truck at U-Haul location #1 in Lindenwold, NJ. upon finding out they did not have the correct auto carrier as promised by our reservation. We had to seek the auto carrier at a different U-Haul location #2 Magnolia, NJ it was at the location #2 that it was discovered that the blinkers weren't working. Location #2 had to repair them. To summarize location #1 gave us a truck with non-working blinkers. They had to be repaired at a separate location #2 along the way. So to u-hauls response above yes the blinkers were working ok at the Buford, Ga location due to the fact that a second location fixed them. It does not address the fact as to why U-Haul at any location would release a truck to anyone without everything being in working order.  3. The straps on the auto carrier that were suppose to hold my vehicle securely on the carrier. Obviously, the GM that loaded and secured my vehicle did not secure it properly or they were problem straps cause the straps fell off my front wheels and the entire trip from NJ to Ga we had to continually every so many miles pull over cause the straps kept loosening and had to resecure. Making it a prolonged ride and the feeling of un-security with our traveling. My son accompanied me throughout the travel and can attest to the straps falling off the wheels of my vehicle and having to constantly having to pull over to resecure.I am very dissatisfied with U-Haul's response and their lack of responsible. Fortunately, a traffic fatality didn't occur due to the unsafety of the vehicle and auto carrier. Along with their disregard to prolonging our move, safety and nervous unsecurity we felt the entire time. I am seeking two things from U-Haul to provide me with all the maintenance records on the truck and on the auto carrier that was provided to us and a form of an monetary adjustment against the cost that was paid for inappropriate services and equipment issued. If U-Haul is unwilling to provide both of my requests then I will need to take further action to resolve this matter. Thank you

Regards,

Here goes the bill. I call U-Haul and they said the drop off place was the one who told U-Haul that they was mud track up all in the back opf the truck. So they have to charge me for the service that [redacted] Self Storage provided. I was call by U-Haul and was told they will call me back but i...

haven't heard from them again.

May 23, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Tavis L[redacted], our President for our West Central Colorado Regional Office, reviewed Ms. [redacted]’s recent comments.  He advised our office he was able to get in touch with Ms. [redacted] and they reached an amicable resolution.  A refund was issued for the truck rental due to the blowout she incurred on the truck, the wait for assistance, extra hotel and food, and for the inconvenience she experienced.  The refunds should post on her next Visa 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Man is lying. I never tried to drop the truck off in Norfolk. I do not even know how to get to Nprfolk. These people just do not want to pay back what is mine. They knew what they were doing. I am an innocent victim here. I guess I am being made an example of right? This will happen to someone else. Hopefully Revdex.com will get my money back. I am a single mother trying to make it in this world. I feel I was mislead, and if Revdex.com cannot get my money back, the full amount. I am prepared to go to court. I do know I will never rent from uhaul again, nor will I recommened them to anyone. Regards,[redacted]

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.

Although U-Haul has refunded me most of the money owed to me, they have increased the environmental fee on my new receipt to $4.  The contract I signed stated an environmental fee of $1.  Therefore U-Haul owes me $3 plus tax. 

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 asked for a full refund. For all the trouble I had to go though. This is a email that I was sent from uhaul. Saying there would be a refund of 85.47, my back says there has been not refund issued. After this complaint was filed. Called Adam 12-17-14 and he was busy stated he would call me back later in the day. I missed his call back, so I called him again and got no answer. [redacted]All that was paid, and charged to the card was 85.47   Please allow a couple days to have the account reflect accuate with the refunds. Any questions, email or give me a call back at ###-###-####Once again, sorry for the issues you have had with the rental.Thanks,[redacted]

Regards,

June 29, 2016

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Revdex.com ID#: [redacted]
U-Haul Reference id: 1132122
 
Thank you for your concern for our customer Mr. [redacted].
 
Stephanie Gill, Traffic Control Manager, left a message for Mr. [redacted] on 6/27/2016 and apologized for the service he received. Mr. [redacted] was given the $50.00 reservation guarantee, and his total rental charges were reversed, in the amount of $69.79.
 
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

December 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Senior Area Field Manager for our SW Ohio Regional Office sent Mr. [redacted] an email on or about...

September 10th with an explanation for the difference between our In-Town and One-Way rates. An In-Town move can be more economical but includes the inconvenience of having to bring the equipment back to the same location it was rented from. A One-Way rate is based on the distance of the one-way move and includes a set amount of days and if renting a truck, a set amount of miles to complete the move. One-Way rates can vary depending on the movement of equipment as well as supply and demand in specific areas. A On-Way rate is a flat fee. An In-Town rate is a specific fee that is charged for each rental period up to 24 hours. We consider in-town to be within a 50 mile radius.

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 16, 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 [redacted] 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 $150 toward her fuel expense. The refund was issued back to Ms. [redacted]’s [redacted] account and 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

June 9[redacted] Thank you for your concern for our customer [redacted], our President for our Utah Regional Office, followed up on the information [redacted] provided.  He informed our...

office he spoke to [redacted] and addressed his concerns.  They were able to reach an amicable resolution for a refund of the extra charges [redacted] incurred.  [redacted] also relayed he would continue to be a future U-Haul customer. 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 Assistant U-Haul International

November 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Pittsburgh Regional Office, reviewed Mr. [redacted]’s recent comments.  Please be assured we do not want any of our customers to be delayed.  When we do not meet the time that was scheduled, we have a program in place to refund $50 for the Reservation Guarantee, which was refunded because we were in fact 40 minutes late in providing Mr. [redacted] with a truck.  Mr. [redacted] explained that the resolution to this complaint is based on a review of the information provided by all parties involved and the documentation available.  He added that we take the loss of a customer very seriously especially repeat customers and we regret if Mr. [redacted] chooses not to use the U-Haul Company again, however, we stand by our decision.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,[redacted]Executive AssistantU-Haul International

October 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted]Timothy P[redacted], our President for our Phoenix Metro Regional Office, followed up on the information Ms. [redacted] provided.  He carefully...

reviewed her feedback as well as our records for the hitch and trailer transactions.  Mr. P[redacted] relayed they did have a scheduled appointment for Saturday at 11:00 am for a hitch installation but were a no-show.  We called them at 1:30 pm to tell them they missed their 11:00 appointment.  They showed up at 2:30 pm and the hitch installation was completed by 5:00 pm.  By 5:09 pm the trailer contract, under the name [redacted] was completed and they depart the U-Haul Center.  Mr. P[redacted] advised our office, at the most, they were set back by 3 hours and only because they did not show up for their scheduled appointment time.  There was no full day delay.  Even after we contacted them, it took them an hour to show up for the hitch installation.  Mr. P[redacted] relayed, after his investigation of the situation, he does not see where U-Haul is responsible for the delay of a whole day as Ms. [redacted] stated in her complaint to your office and no refund is warranted.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]U-Haul International

Thank you for your continued concern for our customer Mr. [redacted], Senior Staff for our [redacted] Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she has been corresponding with Mr. [redacted] by email. She adjusted the balance due down to $13.53 and had the Promissory Note deleted.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,[redacted]Executive AssistantU-Haul International

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Louisiana Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office refunds for $80 and the $48.29 Promissory Note payment were issued back to Mr. and Mrs. [redacted]’s Visa account. The 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,

Executive Assistant

U-Haul International

April 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a...

refund for late fees will be refunded. She will also ensure his email is up to date as a reminder for storage payments are sent by email. In order to keep storage rental costs down, U-Haul does not send a monthly bill. If our customer requests a statement be mailed to them every month, there is an extra monthly fee.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 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM of our U-Haul Moving and Storage of [redacted]. location, followed up on the information [redacted] provided. He informed our...

office he made contact with [redacted] and offered an apology. He asked [redacted] if they could work out an amicable resolution. [redacted] is waiting to hear back from [redacted] at this point.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 satisfied.;however valid the charges may have been, it is the unethical customer service that the dealer [redacted] showed. That should be Uhauls concern as this dealer represents Uhaul too. I appreciate Mr. Baldwin returning my phone call. I hope corporate is able to address the customer service issues that not only I have experienced but other customers who have reviewed [redacted] on the Uhaul website. 

Regards,[redacted]

May 8, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customer Mr. [redacted].
 
Shalon L[redacted], our President for our Jacksonville Regional Office, reviewed Mr. [redacted]’s recent comments.  She informed our office she spoke to Mr. [redacted] and offered her apology for the entire ordeal he experienced.  They discussed the situation as well as the behavior of our GM.  Ms. L[redacted] explained she followed up on the information with our GM and will continue to work with him to improve our level of service. 
 
As we value Mr. [redacted] as a customer, Ms. L[redacted] sent him a $60 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 Assistant
U-Haul International

Tell us why here...

March 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]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 she...

has been unsuccessful in reaching Ms. [redacted]. She left three separate messages for her as well as sent her two emails. She let Ms. [redacted] know she is more than happy to write off one month of rent in the amount of $119.95, the $50 lien fee and her delinquent fee of $23.99 totaling $193.94. With $193.94 written off in the interest of customer good faith, Ms. [redacted] still has an outstanding balance due in the amount of $497.79. Ms. [redacted] requested a call back to discuss the amount written off and her balance owed. Ms. [redacted] also mentioned that Ms. [redacted]’s storage was not in the upcoming auction on April 7th because of part of the payment she made in November.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