U-Haul International, Inc.

September 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Daley D[redacted], our Area Field Manager for our North Indiana and South Cook County Regional Office, reviewed Ms. [redacted]’s recent comments.  He reiterated Ms. [redacted] originally requested a 7-hour rental.  Our U-Haul location had to call her several times after the trailer was due back to be returned.  A reservation was unable to be filled due to the late return.  A refund is not warranted because Ms. [redacted] kept the trailer for 3 days and 21 hours, which has been explained to her multiple times.   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

January 27, 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 Gainesville Regional Office, followed up on the information...

Mr. [redacted] provided. She advised our office Mr. and Mrs. [redacted]’s concerns have been addressed. The U-Haul truck they rented has been inspected and found no mechanical repairs needed and continues to be rented without reported issues. Ms. [redacted] mentioned Mrs. [redacted] relayed she did not contact our Emergency Road Assistance line for help because she could not locate her contract. However, our 1-800 assistance line is located on the dash of the truck as well as on the outside of the equipment and is staffed 24 hours a day, every day of the year. Immediate assistance could have been obtained by calling this 800 number. Ms. [redacted] explained Mr. and Mrs. [redacted] have been informed that a refund will not be issued.

As we value Mr. and Mrs. [redacted] as a customer, we sent them a $20 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.

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 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental agreement.

[redacted], our President for our...

Western Oregon regional office, followed up on the information Ms. Timpson provided. He informed our office he sent the following email:

Dear Mrs. [redacted], I will be forwarding this note on to the Area Field Manager to inspect the equipement along with performing speedometer calibration test. I have issued a credit to your CC to cover the disputed miles. Thank you for your feed back and continued business. [redacted] U-Haul Co. of Oregon

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

Good Afternoon,
To date, I have not received any communication from U-Haul.  Is it possible that he mis-dialed the number provided in this complaint? If U-Haul would like to reach me, I can be reached at: [redacted].
 
But again, I have not heard from anyone from U-Haul since I opened this Revdex.com case.
Thanks,

July 22, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental contract.  
[redacted], our Executive Assistant for our...

[redacted] Regional Office, followed up on the information Ms. [redacted] provided.  She corresponded with Ms. [redacted] by email and offered her apology for the inconvenience they experienced.  She explained she issued a refund for the damage charge in the amount of $75, which should post on her next credit card statement.  
As we value Ms. [redacted] and Ms. [redacted] as customers, Ms. [redacted] also  sent a $40 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. 
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

January 28, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].James B[redacted], our President for our East Bay Regional Office, reviewed Ms. [redacted]’s recent comments.  In an effort to bring closure, Mr. B[redacted] advised our office he would have the fee for the service provider refunded to Ms. [redacted] in the interest of customer good faith.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

June 29, 2016
 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted] R
 
Thank you for your concern for our customer Ms. [redacted].
 
Denise G[redacted], Traffic Control Manager, emailed Ms. [redacted] and agreed to issue a check in the amount of $1029.95 to resolve her concern. Again, our apologies for the inconvenience this caused.
 
Check will be submitted to the following address:
 
[redacted]
Somerville, MA 02144
 
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

October 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[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

December 8, 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 Western New York Regional Office, followed up on the information...

Ms. [redacted] provided and sent her the following email in response:

Good Afternoon Ms. [redacted], I am writing to you in regards to your Revdex.com File with your recent U-Haul rental. I do apologize for the customer service you received from our East Ridge Rd location. This will not go ignored, we certainly will be addressing this issue with them and working to prevent this from happening with other customers. I greatly appreciate you notifying us of this issue so that we can correct it. I have already issued the refund of $10.00 for the fuel amount charged. This has gone back to the card on file and you should see it within 5 business days. Once again I do apologize for the situation that arose. [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564

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 19, 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 Knoxville regional office, followed...

up on the information Mr. [redacted] provided. She sent him the following email:

Mr. [redacted], Please accept my apologies for the problems you incurred on your U-Haul reservation. I am refunding your credit card in the amount of $90.00 for the Tow Dolly and the Safe Tow Protection where you returned to the tow dolly to the dealer and did not use. Also, you will be refunded $50 for our reservation guarantee, for not having your equipment at your preferred location and you having to pick up elsewhere. The rate for the rental truck was $420.00 to go one-way from Dalton to Savannah, GA, this rate includes up to 3 days use and 432 miles, which you were given 40 additional miles since having to go to another location for your reservation pickup. So, on the one-way rental, you are not charged for days--you are charged for distance, and permitted a maximum number of days in which to complete the rental. I will be unable to refund the equipment rental rate, At the time of your rental, location should have had you do a walk around on truck and making if their was any notable damage to the vehicle, such as the missing rubber from the bumper, so that when you where at your drop off location, they would know this was old damage. I apologize that the dealer did not provide you with the service that you, our customer deserves. I will go over this situation and the condition of location with the Area Field Manager who overseas this location. As far as the equipment being rented out the same afternoon, once you had completed your move and turned equipment into location at your destination. Your contract was fulfilled and could then be checked in and rented out again to the next customer. For the additional inconvenience, I am crediting your account an additional $50.00. Sincerely, [redacted], EA

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 29, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Angela F[redacted], our Executive Assistant for our [redacted] Western Suburbs Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr....

[redacted] and was able to reach an amicable resolution. Her office originally offered him a truck and trailer combo to fill his reservation, however, he declined. Ms. F[redacted] agreed to reimburse Mr. [redacted] $800, which is the difference between the U-Haul truck rate and what he had to pay to Penske to rent a truck for his move. The refund was issued back to his Visa 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,

Maria P[redacted]

Executive Assistant

U-Haul International

June 12, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].  Please be advised that [redacted] is the name listed on the rental agreement.   Mandi D[redacted], our Executive Assistant for our Southern Alberta Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and discussed their concerns.  She requested he email her a copy of his receipt for further review.   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

January 8, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Mandi D[redacted] our Executive Assistant for our Southern Alberta Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office...

she left a message for Ms. [redacted] requesting a call back in order to address her concerns and offer a resolution.  She also mentioned she was out of the office around the holidays so may have missed her call.  In case Ms. [redacted] misplaced her telephone number, Ms. D[redacted] can be reached at [redacted] or direct at ([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,Maria P[redacted]Executive AssistantU-Haul International

January 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our Hawaii Regional Office, reviewed the comments Mr. [redacted] relayed to your office.  He informed our office he has left three separate messages for Mr. [redacted] requesting a return call.  He would like the opportunity to personally speak to Mr. [redacted] to clear a few discrepancies in order to offer a resolution.  Mr. [redacted] can be reached at ###-###-#### or direct at###-###-####.  He also left his cell phone number when he left his messages for Mr. [redacted] and hopes to hear back from him soon.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 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our Knoxville Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he...

attempted to reach Mr. [redacted] on four separate occasions.  He left a message with his telephone number requesting a return call but had not heard back.  In case Mr. [redacted] misplaced Mr. [redacted]’s telephone number, he can be reached at ###-###-####.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

August 5, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued a refund...

for the extra day charges in the amount of $22.81. The refund was issued back to [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, [redacted] Executive Assistant U-Haul International

May 15, 2015

Revdex.com ID#: [redacted] Thank you for forwarding Mr. [redacted] concerns to our office.

Please be assured U-Haul takes reports of fraudulent use very seriously. We urge victims to obtain copies of their police reports because it is vital that they have this documentation...

to provide to any servicers where their identity may have been used and report the incident to all three credit bureaus. A copy of the report is required to remove an account from collections. U-Haul does not pay for copies of police reports on behalf of a victim as their identity may have been used more than once with unknown providers/services. Our Credit Administration Department obtained the case number information from [redacted] P.D. and urge Mr. [redacted] to pay the fee of $1.50 to obtain the report should his identity be used in another manner. The accounts will be removed, however, Mr. [redacted] will be unable to rent from U-Haul until a copy of the report is faxed to the number that was provided. If he is unable to pay the $1.50, [redacted] P.D. stated that if the victim has friends/family in the area, someone can go to the Police Department and request the report and have it mailed to him.

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

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office [redacted]...

[redacted] was provided with moving help services in the amount of $543.95 paid for by U-Haul to cover the delivery and unloading of her U-Boxes.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.Here is the response that I have sent Mr. [redacted] on 5/5/15:Mr. [redacted], thank you for your understanding. When I first ordered the equipment, I called the 1-800 # I told the lady in the phone that I was going to pickup in Clovis and drop off in Albuquerque. Then I called back and let them know that I was going to pickup in Artesia, because it was closer to lovington than Clovis and drop off in Albuquerque. I looked up on your website and it says destination is in Albuquerque. I will attach a screenshot. Then when we got to where our house is, we tried to drop it off in Rio Rancho, but when we got there the gentleman told us that we needed to drop off in Albuquerque or he would have to charge us a wrong drop off fee. Then we asked him if we could drop off at any of the places in Albuquerque, and the closest one was closed and he said that if they were closed then we could drop off and leave the keys and contract in the drop box and not get charged extra days.  The pickup date was 4/29 and the drop off was 5/2. So that's what we did. I understand and don't mind about the mileage and paying the overage, but I don't feel that I should have to pay for any extra days or a wrong drop off fee. I took all the advise that the other Uhaul reps were giving me. Thank you, [redacted]Further more, I have NOT received any response from but I did receive a refund in the amount of 122.00 to my bank account 5 days after it was emptied because of a lack of communication between all Uhaul representatives that I have spoken with.  With that being said, I am even MORE dissatisfied by not getting any phone call or email response from anyone at Uhaul Corp. since 5/5/15 (now it's 5/8/15).  I will stand by my complaint and never use this company again if this is what they stand by, not wanting to hear what their customers have to say or really hearing their complaints and doing what ever it takes to understand what the problem is.  I run my own business and if I treated my customers the same way, I would be put out of business very quickly.  I thank the Revdex.com for all of their support and help in this matter but Uhaul is going down in my book as a company that will leave you high and dry without any response as to why they want to over charge you and not be willing to work with you.Regards,