U-Haul International, Inc.

Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] and [redacted] regional office, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] by phone and attempted to address his rental...

concerns, however, the call was disconnected on his end. Our records indicate Mr. [redacted] rented a 17-foot truck on July 12th from our [redacted] U-Haul location. If he still has concerns regarding his rental, he can reach Ms. [redacted] toll free at ###-###-#### or direct 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

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.     [redacted]THEY ACTUALLY REFUNDED $73.21, BUT THAT IS CLOSE ENOUGH

J D[redacted]

September 3, 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 Utah Regional Office,...

followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining the charges each charge on her rental contract. Ms. [redacted] was not charged for Safemove protection.

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 Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following...

email in response:

Hello Mr. [redacted]; I am emailing you today regarding the objection that you filed about your recent rental from our [redacted] U-Haul Center. My Marketing Company President and myself have review this and it was decided that there will not be any refund offered to you. I have pulled up your original reservation (see attached) and the truck was only reserved for 24hrs as you can see from the highlighted areas. Notes were entered into your reservation about needing it for 3 days was not entered until 8/13 when [redacted] convereted it to accomodate your needs. The reason why the rent was increase is because we have 2 different fleets of equipment, equipment that is for intown rentals only and equipment that is for oneway rentals only. You reservation was for an intown rental, which yes it would of been $19.95 per day but once you had it converted over to our oneway rental fleet then the rate changes. The rental rate for a rental like yours for 3 days is rated at $180 but we discounted the rate to $100.00, discount of $80. We understand your frustration, we sincerely do, as moving is very stressful for everyone. The middle of Aug is Madisons student move in/out and college move in and for that period we restrict all our intown rentals to no more than an 8hr period so we are able to serve as many customers that are in need of our equipment. In regards to the employee that you were speaking to, this situation was addressed directly to him and the employee now know how to properly address a situation like yours in the future. We apologize for any undue stress this may of caused you but as we stated we will not be issuing any refund regarding this rental. We do thank you for bringing this to our attention as we do appreciate your business and hope that you continue to use our services and products. Thank you, [redacted] Executive Assistant U-Haul Co of SW [redacted] and [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

U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for the requested amount of $44.07 was issued back to Mr. [redacted]’s [redacted] account on April 14, 2015. The refund should post on his next credit card statement if not...

already.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

July 23, 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 [redacted] and SW Suburbs Regional Office, followed up on the...

information Mr. [redacted] provided.  She informed our office she  spoke to Mr. [redacted] and he was unable to speak at the time.  She will offer to have our GM contact Mr. [redacted] regarding a discount on hitch labor and have a new hitch installed.
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Yes, an individual from SW Ohio U Haul contacted me in September.  He just explained the difference between an in town rate and a one way rate.  It does not take a rocket scientist to figure that one out!  What I wanted to know, and still want to know, is why there was a difference of approx 500% between the rates.  He said he did not know and recommended I write to U Haul headquarters.  I did that, TWICE, with no reply.  It was not until I conatcted the Revdex.com of Arizona, then I received a reply.  A U Haul person (Vickie) called me on a Sunday morning in December.  After a lengthy conversation, she informed me that the difference was in the drop off fee, about $350.00, that was included in my charge.  This was news to me!  If you look at my contract, it says nothing about a drop off charge.  I can fax the document if U Haul cannot find it. Bottom line is, U Haul did not disclose all the fees for my rental.  I attempted to resolve the issue over the phone with SEVERAL individuals.  It was recommended that I write to U Haul corporate.  I did just that, TWICE with no reply.  Apparently, U Haul has enough customers that they do need to respond to a written request.  Funny how they answered right away when the Revdex.com called!  What do I want?  Nothing.  Will I rent from U Haul again?  Only as a LAST RESORT!  Will I recommend U Haul to my friends?  Definitely not!  In fact, because of their lack of response to my written requests, I'll go out of my way to NOT recommend them.  A little common courtesy from U Haul could have avoided all this.  They got their 'pound of flesh' from me but at what cost?

Regards,[redacted]

Thank you for your continued concern for our customer Mr. [redacted], a Senior Customer Service Representative, reviewed the recent information Mr. [redacted] relayed to your office. Please be assured we have already forwarded the concerns from Mr. [redacted] to our Regional Office responsible for the U-Haul location involved to prevent the situation from happening again. As U-Haul is a do-it-yourself moving company, we cannot be responsible for a personal schedule. After another careful review, we feel a fair resolution has been offered. Mr. [redacted] has issued the refund for the $50 a[redacted] with the $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Mr. [redacted] was sent the Certificate by email and he should receive the 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,[redacted]Executive AssistantU-Haul International

Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. As we value Mr. [redacted] as a customer, we...

sent him a $50 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,[redacted]Executive AssistantU-Haul International

April 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted]'s rental contract shows the fuel charges were reversed and refunded back to his [redacted]...

account on April 6th.

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], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained they made courtesy calls on...

January 8th, 12th and 15th advising him of late fees due to his account being past due. She had also personally spoken to him previously regarding his move out date and relayed he would need to move out by the due date or pay for another month due to the fact the rental is a month to month rental fee and we would not prorate if he moves out early. In the interest of customer good faith, Ms. [redacted] offered to apply a charge for only the 10 days he was in the unit and Mr. [redacted] accepted the adjustment.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.

The charge of 175.81 was never approved by me. I never saw the invoice Lauree sent me yesterday until yesterday-- I am not happy with this response as I still see this charge as completely fraudulent. I have had a horrible experience with UHAUL-- what would I do with vouchers? Even a partial refund would have made more sense as they not only charged me something I never agreed to, but caused me a series of problems on my moving day. This is not 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.

Regards,

April 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted...

Mr. [redacted] and discussed his concerns. She relayed he was able to complete his move and his main concern was the lack of training on the part of our U-Haul Dealer and the time it took to complete his rental transaction. As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. She also assured him our Area Field Manager responsible for our Dealer would follow up on the incident to ensure our Dealer is fully trained in the U-Haul business.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,[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.The response from uHaul did not address my complaint resolution, therefore I am unable to accept the response made by uHaul to resolve my complaint.

Since 6/10/2014, I have made a minimum of 10 calls to UHaul regarding my rental of Uboxes as well as 2 live chats.

Since 6/10/2014, I have received approximately 10 emails with details about my uBox order, including 6 different invoices under two different contract IDs.

The resolution I asked for was that "...I would like Uhaul and/or responsible Uhaul locations to cover 100% of the cost of my move. This includes any costs detailed on order #: [redacted]."

I would now like to add I would like Uhaul and/or responsible Uhaul locations to cover 100% of the cost of my move, including any costs detailed on order #: [redacted].

Regards,

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, followed up on the...

information Mr. [redacted] provided. She advised our office she has spoken to Mr. [redacted] on several occasions regarding this matter. We did honor the cheaper of the two quotes he was given and offered a $50 VIP Certificate to help offset the inconvenience he experienced. She relayed their decision in the matter remains the same. We feel the Certificate can be of great value to our customers as it can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office,...

followed up on the information [redacted] provided. She informed our office, in addition to the refund for $295.44 issued to [redacted]’s [redacted] account on August 23rd, a supplemental refund for $201.72 was issued back to the same [redacted] account on August 24th. Both refunds 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

March 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern Ontario Regional Office, reviewed the recent comments from Ms. [redacted]. She sent Ms. [redacted] another email explaining she heard back from our Credit Card Processing Department and is just waiting on the contract number to issue the refund. She apologized for the inconvenience she experienced and explained she also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

October 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Ms. Demit’s recent comments to your office and sent her the following email in response:

Good afternoon Ms. [redacted], I recently received your rebuttal to our Revdex.com response and I would like to help you however, we are still waiting on paperwork from the mechanic stating how U-Haul caused the remaining damage. I received the pictures as well as the estimate for the repair but not the explanation from your mechanic. Unfortunately we can do nothing without that explanation. Once we receive the write up we can can further address this. Thank you, [redacted] Executive Assistant U-Haul Co. Of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [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