U-Haul International, Inc.

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,

July 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Todd Ferriera, our President for our Fresno regional office,...

followed up on the information Ms. [redacted] provided. He has attempted to speak to Ms. [redacted] and is currently waiting for a return call. After researching her rental, he agreed she is due back a refund on the rental as she did not complete her move. A refund for $59.14 was issued back to her [redacted] account and should post on her next credit card statement for the remaining charges on her contract. As we value Ms. [redacted] as a customer, we hope she will take advantage of the $40 VIP Certificate previously 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,

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.[redacted]., the GM, has added insult to injury for what little resolution I have asked from her. First of all, I was not driving erratically. If the lot were too small, how could I have possibly driven a van erratically when there wasn't a lot of room to go anywhere? 2. Second of all, even though it is true that her lot might be too small, she could have politely given me a proper explanation without being rude and given me an alternative parking spot because I wasn't the one that backed out of an agreement in the first place (resorting to statements like,"You can sue me if you want to." and "I can do anything I want; I'm the manager; Get off my property!" 3. An apology was made but not by [redacted]. 4. [redacted] said that [redacted] admits to SOME of my allegations but not all of it---she is now making me out to be a liar. If I became angry with her, it was because I had reason to be; how about her, What's her excuse for rude behavior? or is that a standard attitude she gives to all customers? If it was [redacted] that offended me, the apology has to come from her and made in front of her staff---that's all I ask.

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.

While I’m happy that the area field manager finally offered to refund the fraudulent fuel charges, it is unfortunate that he dismissed every single argument I made in an aggressive and dishonest manner. Because my actual experiences as a customer were deemed bogus, I would like to offer some detailed evidence below.           1. Mr. [redacted] claimed it is not true that my rental experience in Minnesota and Wisconsin could have been different because all the U-Haul documentation is allegedly identical nationwide. Upon conducting some research, I discovered that multiple class action lawsuits have been brought against U-Haul’s fraudulent refueling charges in different states (e.g., Aron v. U-Haul Company of California). Unlike other vehicle rental companies, who provide customers with a full tank of gas, U-Haul takes advantage of customers by requiring them to guess how much fuel to put it. Customers are not refunded when they overfill the tank and are charged exorbitant fees when they underfill it. Either way, U-Haul gains substantial profits from this deceitful business practice. Therefore, as a result of these lawsuits, the U-Haul dealership in Minnesota provided me with detailed written instructions how to refuel the truck so that I don't incur financial losses. The dealership in Wisconsin provides no such directions. It is my intent to further research this issue with the Wisconsin [redacted] as to why this unscrupulous practice is still permitted in my home state.2. Likewise, Mr, [redacted] claimed that he has intimate knowledge of the entire U-Haul fleet and it is not true that the fuel gauge in the truck I rented could possibly lack detailed readings. In particular, he claimed that the 3/8 notch is certainly present, and that’s where the needle was when I checked out the truck. As Mr. [redacted] repeatedly made this false statement, I finally offered to take a picture of the fuel gauge to prove that it does indeed lack detailed readings and asked him if he would then agree to refund me for all my wasted time. He said “yes” and then proceeded to tell me that, if that’s the case, I should sue the [redacted] for their inaccurate fuel gauges. Obviously, this statement lacks merit as it is U-Haul’s responsibility to ensure correct fuel charges. I am attaching a picture of the fuel gauge, which only has three notches between empty and full. It is quite outrageous that U-Haul is using such an inaccurate instrument to “guesstimate” fuel usage and systematically overcharge customers. This photographic evidence will also be forwarded to the Wisconsin [redacted] for further investigation. 3. Mr. [redacted] claimed that even though the posted fuel efficiency for the 10ft. truck is 12mpg, it’s not unusual for it to drop to 2mpg when driving in town. How exactly does the smallest U-Haul truck approximate the fuel efficiency of a giant mining truck? Would U-Haul be willing to make this statement publicly, especially in front of their competitors? This is an obvious irony; and, to offer further rebuttal, one can easily see on the map that the dealership is located on a highway and, therefore, at least half of my route involved highway driving. In the automotive industry, the standard difference between highway and in-town fuel efficiency is roughly 20-30% (e.g., 21mpg vs. 17mpg). But going from 12mpg to 2mpg means a 500% difference. This is completely absurd.   In conclusion, when I first brought these major discrepancies in my contract to the attention of the local dealership, I gave them the benefit of the doubt and expected a simple apology and a refund of the incorrect fuel charges. Instead, it turned into a weeks-long saga, where I was constantly ignored, given false promises, and yelled at by U-Haul employees at different levels. Only after contacting regulatory and consumer protection agencies do they finally offer to issue a refund. However, as I informed Mr. [redacted], at this point I am seeking restorative justice asking the company to compensate me for the incredible amount of wasted time and emotional distress caused by their employees’ negligence and fraudulent actions.   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,

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.

While yes, the company reimbursed me for the third box, I do not feel that this makes up for the delays and stress this company has put me through during my move.

The company never offered to help resolve my issue. I was simply told there was nothing they could do as mu boxes had been shipped.

I had to spend hours of my time and using my limited minutes, in order to get them to agree to giving me a 3rd box.

I also asked when speaking with a representative what I would be  Compensated and was told the entire cost of the transaction. Which I was told was $2500.

I had asked the company to mail me. All of my transcripts but the ones that included me asking this question were not included.

This company has been above and beyond unprofessional and I am extremely dissatisfied with their service.

Regards,

April 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island regional office, reviewed the information Ms. [redacted] provided. He assured our office the mechanic that installed the brake controller is excellent at what he does and he installed the brake controller the best way he could. Mr. [redacted] would like to speak to both Ms. [redacted] and her boyfriend to discuss the situation. He relayed that her boyfriend was happy with the installation, therefore, he’d like to personally address the issue with them. Mr. [redacted] left a message and hopes to hear back from them 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,

Executive Assistant

U-Haul International

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

[redacted] Insurance Company advised our office the damage claim has been closed out and Mr. [redacted] will no longer be contacted for damage fees.

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 20, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted]...

provided.  He informed our office our GM for our U-Haul location involved offered his apology to Mr. [redacted] for the inconvenience him and his family experienced.  He also explained he issued him a refund for the $50 Reservation Guarantee Fee back to his [redacted] account.  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

August 11, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our Raleigh Regional Office, followed up on the information Ms....

[redacted] provided.  She informed our office he spoke to Ms. [redacted] and advised her of a refund for $50 as an adjustment on their rental.  The refund should post on her next [redacted] 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 1, 2016   Revdex.com...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Cheryl M[redacted], our Executive Assistant for our Southern Atlantic Coast Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she attempted to reach Mr. [redacted] but has been unsuccessful in speaking to him or receiving a return call, however, she will continue to try and reach him if not alr[redacted]y to explain she searched his name in E-Alert and found nothing listed.  She believes his name came up in error because he was able to rent the U-Haul trailer a few minutes later.   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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I could not find a way to respond on your website. This complaint has most definitely NOT been satisfied. I have not received the "multiple calls" that U-Haul claims to have made. Please re-open this complaint and direct U-Haul to respond to me.

Regards,

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided. He informed our office that messages have been left for Mr. [redacted]. We have no record of calls requesting assistance from Mr. [redacted] during his rental, which consisted of traveling over 1,200 miles. Mr. [redacted] also mentioned there have been no repairs needed to the truck in question and was rented one-way back to Houston without incident. The truck was taken to a shop where an oil change was done and no issued found. At this point, Mr. [redacted] stated a refund is not 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,

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 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,

February 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised since Mrs. [redacted]’s concerns are being handled by RepWest Insurance Company, Mrs. [redacted] can contact her adjuster, [redacted], to obtain the status on her claim. Ms. [redacted] can be reached at ###-###-####, ext. [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

May 17, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Tavis L[redacted], our President for our West Central Colorado Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Ms. [redacted], My name is Tavis L[redacted] and I am the Marketing Company President of U-Haul of West Central Colorado. I am reaching out to you in attempt to speak to you about your complications you had with your move. I do apologize for the inconvenience you experienced and would like to discuss and find a resolution for you. We appreciate your business, as when it comes to moving you have many different options and we are sincerely appreciative of the chance to serve you. Please feel free to call me directly on my mobile or through email which ever you prefer. Thank you for your time. Tavis L[redacted] Marketing Company President, U-Haul of West Central Colorado ###-###-####   Mr. L[redacted] assured our office retreads are not used on U-Haul trucks and the repair history on the truck Mr. [redacted] rented confirms when tires were replaced on the truck, they were new tires.  He also mentioned Ms. [redacted] contacted him and they are discussing options for a resolution along with her husband.  Ms. [redacted] will be calling Mr. L[redacted] back.   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,

Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul Moving and Storage at [redacted]. located in [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], I am writing this e mail in...

regards to your recent complaint with U-Haul. I first would like to send a apology if in any way any of my workers were rude or unprefessional in any way to you. Also I would like to let you know we will refund the 30 dollars back to your card if you can just give me a call to do so again sorry for any problems this may have caused for you and we will consider this matter resolved once refund is done. Have a great day and we hope to have you back at U-Haul as a loyal customer. Sincerely [redacted]Our records indicate the refund for $30 was issued back to Ms. [redacted]’s [redacted] account on September 19th. 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,[redacted]Executive AssistantU-Haul International

December 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office.Dianne R[redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response:Thank you...

for contacting our office re: your inquiry in trying to complete a reservation. Please call our National Sales and Reservations line @ ###-###-#### and any sales agent can assist you in getting a reservation set up.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