U-Haul International, Inc.

April 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [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 addressed her concerns. She offered her apology to Ms. [redacted] and advised her of a refund for $332.85 that was charged to her friends credit card. The refund should post on her friends 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 am a military veteran who has moved from Texas to South Carolina to attend school.  I left Texas without my truck and no sign of assistance from UHUAL after they explicitly and implicitly in a phone call CONFIRMED that they would be able to provide a trailer to haul my truck.  I arrived on Sunday night, the night before school orientation without a vehicle. I had to take a cab Monday morning to class and get a rental for the next month until my truck was shipped.  UHAUL provided no sense of wrongdoing in this phone call and offered only $50.  There were NUMEROUS unreturned phone calls and emails.  A few are attached.  This move indebted  me an extra $1,669.62 and additional time wasted on emails and phone calls when I wanted to prepare for school.  [redacted] only offered $50.  His store in Fort Worth provided no help.  I had to proactively ask who was a manager and what can be done.  UHAUL should be ashamed to treat their customers in this manner.  We rely on them for this big moves.  They should provide solutions and if they cannot then they should honor the agreements their representatives offer on the phone. I have called to ask for help NUMEROUS times.  Please check their phone records.  Below is not a representative list.  Their customer service always led me on without any solutions.  PLEASE ask for the phone records and listen to the MANY MANY frustrating phone calls they had with me.  Nobody knew what was going on with this request after many weeks.  Nobody took the leadership and created a professional service complaint.  All I got was an offer for $50 from the area manager.  He never sent a formal letter, never called to apologize in regards to all my inquires.  NOTHING.  Nor did his boss that a lead on this issue.  POOR SERVICE.  Request a phone record of all the times I called in and number of emails I sent in.  

See attached phone call at 15 minutes and 26 seconds.  I asked if I could get a "bigger or smaller" truck trailer.  UHUAL confirmed that "we can alter that, yes, definitely"  From that statement I secured my moving plans with UHUAL knowing and relying on the fact that they would produce a trailer that would be bigger or smaller to fit my truck.  Any reasonable person would not inquire further and rely on the fact that their truck would be in good hands with UHAUL.  This was the deal.  I have a regular cab with extended seats.  I always refer to it as a small bed extended cab.  Supercab to me was a four door truck. This was not clarified. What was clear was they COULD ALTER TO A LARGER TRAILER IF NEEDED.  They failed to do this.

REIMBURSEMENS:

Attached is my transport receipt for $250.

BGM Transport receipt for $695

[redacted] without having my truck $724.62

MON - 08 SEP - #[redacted], 3 TO 5 DAY RESPONSE - NO RESPONSE 

FRI - 12 SEP - Followed up with phone call to see if something can be done.  Will get back to me was the response.

MON - 15 SEP - CALLED UHAUL FOR ASK FOR A NAME TO ASSIST ME.  

THU - 18 SEP - CALLED UHAUL AND GOT TRANSFERRED TO [redacted]; SHE SAID WOULD GET BACK TO ME

THU - 25 SEP - CALLED UHUAL TO ASK STATUS - NOTHING NEW

MON - 06 OCT - CALLED UHAUL; WAS TOLD THAT [redacted] SPOKE A FEW DAYS PRIOR AND SOMEBODY HAS BEEN CALLING ME.  THIS IS NOT TRUE.  PLEASE CONFIRM IN PHONE RECORDS.  HAVEN'T SPOKEN TO [redacted] SINCE MID-AUGUST FROM MY RECOLLECTIONS OF WHEN I SPOKE TO HIM AFTER THE RENTAL.  RECEIVED NO PHONE CALLS FROM ANYONE AT UHAUL IN SEP OR OCT.  WAS DISCONNECTED...HANGED UP ON?

Regards,

July 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Central [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office...

Ms. [redacted] was contacted and a refund for the purchase was issued to her.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 3, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Will P[redacted], our Executive Assistant for our Boston Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and discussed her concerns.  He relayed Ms. [redacted] has not been able to take her belongings out of her U-Boxes because she hasn’t paid for the shipping and Ms. [redacted] doesn’t feel she should be responsible for paying any portion of her bill.  Mr. P[redacted] attempted to resolve her concerns by offering some type of adjustment, however, Ms. [redacted] will not accept anything unless she is left with a zero balance, which is something we cannot do.  He was sorry he could not reach an amicable resolution.  Ms. [redacted] stated she would be contacting an attorney.   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

[redacted] was wonderful to deal with and has helped to renew my faith in Uhaul.  I am happy to report that we did receive the $100 credit towards the purchase and installation of our hitch which was successfully installed today.

October 3, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Shari L[redacted], our Executive Assistant for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided.  She informed our office she contacted Mr. [redacted] and advised him of a full refund in the amount of $1,420.16.  The refund should post on his next Visa 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

June 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern [redacted] Regional Office, followed up on the information Mr. [redacted]...

provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] will be sending pictures and an estimate for damages on front of vehicle for further review and consideration. Mr. [redacted] also assured our office he discussed the situation with our GM involved to ensure proper procedures 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,

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.I am not disputing whether it was a safe hook up, my argument is that the vehicle is not rated to tow that much by the manufacture, therefore that is what caused the mechanical break down.  The business can put there products on any vehicle, but they have no regard to what  recommended manufacture specifications are.

Regards,

March 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, reviewed Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.

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

February 15, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for forwarding Mr. [redacted] recent comments.    According to our Credit Card Processing Department, a credit for $50 was issued to Mr. [redacted] credit card ending in 1595 and transmitted on January 1, 2016.  Mr. [redacted] can provide his bank with Reference#  [redacted] to search for the credit and post it to his account if not already.  The second credit for $50 was thought to be a duplicate since it was done on the same day and did not process.  My sincere apologies for the delay and inconvenience.  I did, however, issue a credit for this second $50, which should post on Mr. [redacted] next credit card statement.   Thank you for bring this matter to our attention and for your continued support.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Thank you for forwarding Ms. [redacted]’s recent comments to our office.[redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted]. He authorized a supplemental refund for 4 days, or $119.80, and 120 miles, or $94.80, as a final resolution. He relayed Ms. [redacted] and Mr. [redacted], whose name is on the actual contract, are responsible for the remaining balance. He also mentioned we are available 7 days a week, 12 hours a day with the exception of Sunday’s. Notes on the rental contract show multiple attempts to reach Ms. [redacted] and/or Mr. [redacted]. There were no mention of storage issues until September 12, 2014. Please be advised the supplemental refund of $214.60 will stand as our final resolution. The refund should post on their next [redacted] 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,[redacted]Executive AssistantU-Haul International

March 3, 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 Jacksonville regional office,...

followed up on the information Mr. [redacted] provided. She explained as of 2012, the signed contract on file for Mr. [redacted] indicates he is only paying for the price of the room. We have since granted him extended hours, which will allow him access from 6am to 10pm.

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 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our East Dallas Regional Office, followed up on the information Ms. [redacted]...

provided. She informed our office she spoke to Ms. [redacted] and has agreed to issue her a refund for $150 when she receives the appropriate information from Ms. [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,

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.

I am not at all satisfied with the response from U-Haul. They have handled this concern with very poor customer service, I have received calls from several employees stating that they are customer service reps, managers, regional manager etc... They are all very rude and not professional at all. I did not propose the idea of a full refund when I made my initial complaint, that offer was made to me by a U-Haul employee which I accepted. The initial transaction was made on 6/28/14 and the actual charges did not hit my bank until 7/3/14, that is very unusual due to the fact that my financial institution states that the charge should not have taken that amount of time to post . It seems to me the person who offered the refund went ahead and held the payment but then someone else put the charge through. I am only assuming that this is what happened. As far as a full refund not being warranted as per U-Haul regional manager, that is something they should deal with internally, a full refund was promised and guaranteed and I expect them to stand by it. In any case I should not have to suffer the consecuences, they should address the people who they employ and follow up with them on how to handle these situations properly. I am due the full refund and will accept nothing less than that.

November 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted], a Senior Customer Service Agent, followed up on the information Mrs[redacted] provided.  He noted that he attempted to speak to Mr. or Mrs*...

[redacted] but was unsuccessful in reaching them by phone.  He issued a refund for $500 back to their Visa account as an adjustment on their U-Haul rental.  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,[redacted]Executive AssistantU-Haul International

February 3, 2016   Revdex.com ID: [redacted] U-Haul Ref: [redacted]   Thank you for your continued concern for our customers [redacted] and [redacted].  Stephen I**, Senior Staff for our Tidewater Regional Office located in Portsmouth, reviewed Mr. and Mrs. [redacted]’s recent comments and sent the following email in response: Mrs. [redacted], unfortunately we are unable to refund you the additional fee. The additional $37 you paid represents the amount you would have paid if you had taken the trailer back and re-rented it to King George, VA instead of Chesapeake, VA. Your rental agreement specifically stated that the trailer must be returned to the location on the agreement or you must call the drop off location before dropping the equipment off.   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

Dear Sir or Madam,
I am very grateful to you and your efforts in resolving this issue. Thank you. Unfortunately, my issue is not resolved yet. Your continuous help is highly appreciated. For your information, I attach my response to UHaul email as follows. So far, I have not heard anything from them.
 
Dear Tamrat M[redacted],
I am very upset but not surprised to your declaration of having my UBox delivered 3 days in advance according to your schedule, because both you and I know that your schedule was (or maybe is still) subject to change all the time whenever a further delay is foreseeable to you!
Just to remind you that I ordered a UBox on August 15, 2015, and returned it to your Coventry shop on August 20, 2015 after loading in my stuff. According to your advertised guaranteed 9 day delivery time, I should have received my Ubox on August 29, 2015. Unfortunately, I didn't receive it until September 17, 2015. The actual delivery time exceeded you guaranteed time by over 18 days!
After the expected delivery date, August 29, 2015, I tried to call Uhall service several times but never reached a responsible person! In stead, I kept on receiving emails from Uhall with arbitrary guaranteed delivery time. I was so frustrated and thought I might never receive my stuff at all. If you wish, I can send you some of these emails with changing guaranteed delivery dates that I received from Uhall during that time.
Regards,

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], Please accept my apology for the problems you experienced with your reservation. Although U-Haul makes every effort to ensure your equipment is available for you when you arrive, there are times when you may be referred to another location. This is when we offer the $50.00 reservation guarantee. I do see that the GM has submitted a refund check in the amount of $50.00, that was cut on July 7th and is being delivered via first class mail. Unfortunately, we will not be able to refund for your moving help, but I can offer an additional $50.00 VIP certificate to use towards a future rental or purchase with U-Haul. I hope you find this as a satisfactory resolution and we look forward to the opportunity to help you with any future moving or storage needs. Sincerely, [redacted] Executive Assistant U-Haul Co. of Charlotte

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 Field Manager for our Northwest Dallas Regional Office followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr....

[redacted] and offered her apology for the inconvenience he experienced and advised him of a refund for $124.30 as requested. The refund 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,

Executive Assistant

U-Haul International

I totally disagree with the decision of Uhaul.  First of all, they told me they didn’t have any records of me calling or talking to anyone about my move to [redacted].  Now they are coming up with information on them offering me a 13 foot truck???  I find that extremely hard to believe, because first of all no one there offered me a larger truck.  I was told they didn’t have any trucks available.  Also, when I first called about this problem, no one there could find a RECORD of my rental anywhere.  Now they are saying all this “helpful” information that they gave me.  What another big lie. When someone is moving the distance that I was moving, they should have given me more instruction on how much I could fit into one of their trucks.  If it was an in town move, then it would not have been a problem to load a 10 foot truck, take it to my new place, unload and then reload the remainder.  I saw other people moving into my complex as I was moving out of and they were all saying the same thing, that Uhaul total screwed them with the size of their trucks and what they hold.  I even went to see the trucks personally at your facility in [redacted] and a woman there showed me around and told me “to my face” that a 10 foot truck would be more than adequate to move a one bedroom apartment.  I didn’t have any appliances, no couch, no bedroom furniture.  I had 10 boxes and two wardrobe boxes.  A table that breaks down, three small bookshelves and four small dining chairs.  I had a queen bed. THAT WAS IT!!!.  The 6 x 15 foot trailer that they so kindly provided to me at the price of a 5 x 8 was only ¼ full.  They only did the discount because that was all they had.  They kept telling me they had NO trucks whatsoever.  The people moving in, said they were in Burnsville and they had TONS of trucks just sitting there.  The problem is that they don’t want them distributed around the country.  They say they are state to state movers, but they are only good for in town moves. I am a 60 year old handicapped woman who lives on social security and I am still paying for that move.  It will take me years to pay it off.  You would think that a company as big and profitable as Uhaul would save face and at least meet me half way.  Why not just refund the price of my rental??  If you had to do it on your own, three days on the road TWICE, I think you would think that was reasonable.  All I am asking for is some help.  Otherwise I will go on every review place that I know of and tell them of my experience with Uhaul and highly recommend they call United Van lines or go to Hertz truck rental or Budget or any other place other than Uhaul.  I hope somewhere there would please just help me.[redacted]