U-Haul International, Inc.

April 15, 2015[redacted] ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr....

[redacted] was contacted and advised of a refund for $454.58. Mr. [redacted] should receive the refund check within the next 10 business days.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

March 30, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Carolyn Jones, our Executive Assistant for our Louisville, KY Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and advised her she spoke to our U-Haul Center GM and he relayed he has not seen the dresser mirror.  If Ms. [redacted] would like to file a claim for a loss, she would need to contact RepWest Insurance Company at 800 528-7134.  A phone report will be taken and then an adjuster will contact her back for further follow 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 Assistant
U-Haul International

Tell us why here...

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 

This guy is running a scan.

According to his own statement.

He admits that 1 or 2 gallons of gas is 1/8 of a tank.

I'm afraid not.

Also 8 mile to the gallon. Is that highway miles.

I attest that there was 5/8 of a tank when we returned the truck.

The reason I know it's a scam is he encouraged us to no add gas.

I will follow up with uhaul corporate .

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

I did receive an email from Dave Hellmers on February 25, 2016 indicating that they would refund, the late fee ($15.00) and offer March, 2016 storage without cost.  I have checked my AmericanExpress debit card, since that date, and have not seen a $15.00 credit.  Although, in checking my U-Haul account, I have noticed that they have issued the March storage without cost.  My only concern is that they have not completely upheld their resolution by issuing the $15.00 credit to my debit card.

July 2, 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 agreement.

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

[redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in response:Dear Ms. [redacted], I apologise on behalf of the [redacted] location for any inconvenience you experienced. I have reviewed your concern and noted that the contract was closed out past the time it was due back so the program automatically charged the extra rental period. I have refunded the total of $57.60 back to your credit card. You will see this on your statement within 3 - 5 business days per federal regulations. Thank you for bringing this to our attention.

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 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Jeff P[redacted], our President for our Nashville Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] on July 7th and was told Mr. [redacted] was out of town and would call Mr. P[redacted] back today.  However, Mr. P[redacted] did not receive a return call and again attempted to speak to [redacted] but had to leave a message requesting a return call.  He hopes to hear back from Mr. [redacted] soon in order to personally address his concerns and offer a resolution.    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

August 11, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our custome[redacted].

[redacted] the Executive Assistant in our Colorado Regional Office offered this response:

I have made my third attempt to contact Ms. [redacted] to resolve this...

matter with no response. As soon as she calls back this will be resolved.! called on the 4th, 5th and 9th. I need copies of the expenses she wants reimbursed such as motel, etc......I've left her a message with this information.

[redacted] can be reached at ###-###-#### or ###-###-####.

Our customer 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,

Paula Fontaine

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 did speak with [redacted] about the issue. I was explaining to him that my email confirmation states that my account would be charged on the 26th of June. Being that Uhaul pulled the money on the 17th, I believe it was, I was left broke with my family out of a home. The refund was not done in 48hrs I had to wait until the 23rd for my money back. I had to get money from my parents to move in to my place. So im not only dissatisfied with the fact that they took my money almost 2 weeks in advance I am also disappointed in the fact that the money they took was for a home for my family and I. I have email confirmations showing the dates the money was supposed to be pulled and when it was actually pulled if they are needed.

Regards,

June 5, 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 North Philadelphia regional office, followed up on...

the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the issues she experienced on Memorial Day. Ms. [redacted] expressed her displeasure with the way the situation was handled and not receiving any return calls. Mr. [redacted] apologized again and advised her he would be sending her a $100 VIP Certificate to use toward her hitch installation, which will be done at our Levittown U-Haul location. Mr. [redacted] also relayed that the hitch will be personally installed by our GM of our Levittown location.

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

The total amount charged to my credit card was $165.37. The price for the rental was $29.95, $14.00 insurance, and $47.42 for mileage (47.9 miles @ .99 per mile) I was told specificly that there is no extra day charge if returned before 7am. With tax (6%) that comes to $94.85. That’s a $68.52 over charge. The mileage charge on the invoice is also incorrect. The truck was obviously not checked in correctly. Whoever checked the truck in is either lying about the reading or checked the wrong truck. The gauge was under 1/4 when rented and over 1/4 when returned. I used 47.9 miles, MORE than the 46 miles charged on the invoice. Once again, obviously not checked correctly, if at all. If the gauge was right at a 1/4 when I rented and I used 47.9 miles @ 8 miles per gallon that’s exactly 5.9 gallons used. My receipt is for 5.5 gallons. The gas station(Wesco) has video of me putting gas in the UHAUL truck less than 2 min. before returning the truck(I'm sure there is video of the truck return also) That leaves the truck at 1/4 tank when returned(30 gal. tank = 3.75 gal. per 1/8th tank). Whoever claims to have checked the truck in got the mileage wrong along with the fuel gauge. I believe this overcharge was deliberate. If not, than this is extremely poor work ethic. I will not accept anything less than the amount I was overcharged. $68.52.

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.

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The response that was sent to me by [redacted] was COMPLETELY UNACCEPTABLE! The diction of the email was such that I was at fault for their system's glitch. The response also did not address the course of actions U-Haul will take against the Hollywood Branch manager Supratar and the reservations manager we spoke to over the phone for their atrocious customer service. Moving is a very stressful time in peoples' lives, and the least a moving company can do is provide decent customer service to alleviate a little of that stress, not make it exponentially higher!

I will never visit the Hollywood U-Haul again. The only shinning light throughout this entire experience, and the only reason I will ever consider giving U-Haul any more of my business again is the exceptional customer service we received from [redacted].

Regards,

October 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted] our Traffic Manager for our SE Wisconsin Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms. [redacted]’s reservation for August 28th was cancelled online on August 25th before he had a chance to help her with her concerns brought to his attention on the 25th.  He relayed he did call her on August 25th and let her know he had reinstated her reservation and had moved a truck to the Port Washington location for her reservation.  Mr. [redacted] also called her on August 26th as did our U-Haul dealer to schedule her rental.  Ms. [redacted] never returned their calls.  He assured our office he did what he could to help her have certainty on when and where the requested U-Haul equipment was going to be available to overcome her issue, but again stated she did not return their calls.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 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Our records indicate the refund for $350.87 was issued back to [redacted] Visa account on July 15th. The refund should post on his next 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,

Executive Assistant

U-Haul International

June 23, 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 Southern Louisiana regional office, reviewed Ms. [redacted]’s recent comments. He relayed that Ms. [redacted] had made several agreements with our Traffic Manager, [redacted], to stop in and pay to resolve the issue. She, however, failed to show each time. The contents of the truck were moved into storage under the supervision of our Storage Manager. When Ms. [redacted] claimed she could not hear Mr. [redacted] on the phone when discussing what was owed on the rental, he asked her to call him when she reached her final destination, which she stated was about 20 minutes away. Ms. [redacted] relayed she would absolutely call back. Mr. [redacted] stated they never heard back from Ms. [redacted]. He assured our office he has whole heartedly been for rectifying the situation with Ms. [redacted] and has been willing to bend to assist her. His staff has done the same. He also stated her goods have not been thrown out as she claims she was told. At this point, in order to bring closure, Mr. [redacted] is willing to settle for just the tow bill of $250 and will wash out all other charges that total more than $330. However, in order to accept this resolution, Ms. [redacted] will also need to remove her items from storage within 7 days from the date of this letter, otherwise we will have no choice but to move forward with lien proceedings. She will then be responsible for lien fees and past due rent. When we retrieved our truck we deliberately waited several weeks to put Ms. [redacted]’s items into storage thinking she would come and obtain them. This caused us to lose a significant amount of income because the truck was not able to be rented. Ms. [redacted] needs to take immediate action to obtain her items and pay the $250 tow bill no later than June 30th.

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

March 16, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mrs. [redacted]...

provided. He informed our office he spoke to Mrs. [redacted] and was able to reach an amicable resolution. A refund for the agreed amount of $71.56 for the extra miles was issued back to her [redacted] account. He also asked her to email their tow bill for $80 for reimbursement. Mrs. [redacted] relayed she had told her driver to get the insurance and her driver thought she said no insurance. She will check with her driver before she emails her receipt.

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 25, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Atlantic Canada Regional Office, followed up on the information Mr....

[redacted] provided and sent him the following email in response:

Good Day Mr. [redacted], I apologize that we were unable to provide the exact size of truck with the exact requested time. However we cannot guarantee reservations until we do the scheduling call closer to the pick up date, as it's impossible to know exactly where our trucks will be until a few days beforehand. It's the nature of our trucks (as they go oneway) that they're constantly on the move and changing cities all the time. It is the case that we are doing our utmost to accomodate all reservations. I see that we were able to offer you a 17' truck on the 26th at 9am until 27th at 9am. If this is unsatisfactory, then we can certainly keep you on the waiting list, and if something becomes available we can let you know, but as it stands right now, that offer would be the closest we could accomodate for your requested equipment and time. If you'd like finer details for our reservation guarantee, go to http://www.uhaul.com/Search/All/is-my-reservation-guarantee for the policies and conditions. I am willing to help you in any way I possibly can, and if you have any further questions or concerns, feel free to contact us back here, or in traffic 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,

Executive Assistant

U-Haul International

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

September 12, 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 Rhode...

Island Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr [redacted], I have been authorized to grant you the reimbursement of $171.00. I will issue to the card I have on record. Sincerely [redacted] EA Uhaul of RI ###-###-####

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

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Harrisburg Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $35 as an adjustment on his rental. 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,

Executive Assistant

U-Haul International

I still do not have my goods and was told that the next delivery date would be after the 12th which would charge me another unnecessary month of storage. In addition, although my assigned agent was Melissa A[redacted], when I reached out to U-Haul I received no explanations or help from anyone I spoke with. I was also told that Melissa A[redacted] was no longer assigned to my account, which I assumed was due to all of the issues I was having. This apparently does not seem to be the case as she was either re-assigned or is now trying to take care of my case after a formal complaint was filed. I was never contacted after about a delivery date, address, time, cost, etc. The times that I picked up the phone I would receive no answers and very rude and short responses. At this point as I have mentioned to U-Haul, I just want my goods at the cost I was originally promised.