U-Haul International, Inc.

Thank you for your continued concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, sent Mr. [redacted] the following email on October 15, 2014:Mr. [redacted], I am so sorry for the bad information you got from our Customer Service Team when you requested to take the local truck and drop elsewhere. When a customer decides to take a local rental and drop somewhere else there are substantial penalties involved. I have no idea why they would tell you otherwise. I will authorize a full refund by our Credit and Collections Department on the part they charged from the Overtime Payment Note and we will issue the refund for the part that we charged. Again, I am sorry for the confusion. And I am sorry you have had such a tough time getting us to listen. [redacted] Marketing Company President U-Haul Company of [redacted]Our records indicate credits for $204.23 and $477.84 were both issued to Mr. [redacted] account on October 15, 2014. The credits 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,[redacted]Executive AssistantU-Haul International

September 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager, followed up on the...

information Ms. [redacted] provided. A copy of the recorded call was sent to Ms. [redacted] as she requested. Mr. [redacted] relayed there was no discussion or conversation about the items she was moving. Ms. [redacted] reserved a 10-foot truck after agreeing a 10-foot would work for her. In regards to storage, Ms. [redacted] had a reservation for a 5x10x10 unit at our U-Haul Moving and Storage of New Center in Detroit for one month free. Notes indicate she cancelled the storage reservation and went to a different location. Mr. [redacted] concluded a refund or adjustment was not warranted.

As we value Ms. [redacted] as a customer, we sent her a $30 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

No one has reached out to me, or even attempted to resolve.  I've tried contacting U-Haul directly have left multiple messages, and received nothing. 

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,

June 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Eastern Arizona Regional Office, followed up on the information Ms....

[redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of the location where her U-Boxes are stored and scheduled an unload at the site. She also offered an amicable restitution for the late arrival.

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

December 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] concerns to our attention.I have directed the information Mr. [redacted] provided to our Human Resources Department for further follow up and resolution.  We appreciate your...

concern and continued support.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. and Mrs. [redacted].

[redacted], Senior Staff for our Ohio regional office, reviewed the information Mrs. [redacted] recently provided. She advised our office that at this time Mr. and Mrs. [redacted] need to have their claim investigated by [redacted] Insurance Company. Once the claim is resolved and closed, her office would be willing to revisit her concerns regarding rental fees. Their decision will be based on the outcome of the resolution from [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

[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,

November 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 994442Thank you for your concern for our customer Mr. [redacted], our Traffic Manager for our North Seattle Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:Good Morning! My name is [redacted] and I work in the Regional office here in Everett,Wa for U-Haul. I first want to apologize that your move was interrupted by scheduling errors. My team and I understand that moving is normally a very tightly scheduled event and needs to be done in a timely manner. I am able to refund your mileage charges as per your request and you will see the refund of $46.28 on your card ending in 3505 in 3-5 business days depending on your bank. In your complaint you also mentioned you were concerned when you made the reservation online the charges were not as clear as they may have been in the past when you rented. I have forwarded your file to our corporate office in Phoenix and asked that they review the site to see how we can keep our customers better informed. Please feel free to contact me with any additional questions or concerns! You can reach me by E-Mail at [redacted]@Uhaul.com or you can reach me by phone at our office between 8-5 Monday-Friday and Saturday 8-12 at [redacted] Thank You for your time, and again I'm sorry you had such an awful experience. I hope you will give us a chance to earn your business back in the future [redacted] U-Haul Regional Office Everett, Washington [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,[redacted]Executive AssistantU-Haul International

[redacted]:

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,

The reason I emphatically did not accept this resolution was because it isnt fair of a complete and total misunderstanding and me being charged 3500.00 dollars when the vehicle was brought back on time, with the desired gas plus I had the damage waiver on it. I will accept the 1000.00 charged but I would like HALF to 2500 dollars credited back to my checking account. This has put me in a financial burden almost beyond repair. The manager [redacted] told me have fun going in debt while he charges my card and laughed about it, told me thats what I get for taking the rental out of state when my car almost came off the tow which I had to wait 6 hours in Utah to get help from someone passing by because I have no service. THIS IS A PERSONAL VENDETTA  AGAINST ME and if there can not be a resolution I will file a civil complaint. They could have negotiated or made a deal with me but they even told me I owe 1500 more dollars which all in total is 5000.00!!! They are just making up what they are trying to charge me and that coward [redacted] is a complete unprofessional jerk who does not know what was all said and the one recording that could have shown I did what I was suppose to do is missing (how convenient for them to rob me). Respectfully,

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 sent her the following email:Good afternoon Emily, I have issued the refund you...

requested in the amount of $35.00 back to the credit card that was charged. If you have further concerns please feel free to contact me at ###-###-####. Thank you. [redacted], Exec. AssistantOur 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

[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 accept the response I got from Mr. Fred W[redacted]  Should I not receive a cheque like he promised, I am to get in touch with him at his personal phone number.  I think this situation has been resolved and I wish to thank the Revdex.com's in all the different cities that helped me to resolve this situation after a year of trying to settle with U-Haul directly.  They never answered any of my requests or forwarded my documents to Mr. [redacted] so I'm happy that I contacted the Revdex.com when I did because I was getting very frustrated.
Thank you very much,

I have reviewed the response made by the business in reference to complaint ID 11141550, 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,

Lillian Wolfe

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a...

detailed message for Ms. [redacted] and offered his apology for the inconvenience she experienced. A refund for $28 was issued for fuel back to Ms. [redacted]’s Visa account, which should post on her next credit card statement. Mr. [redacted] left his call back number in case she had further questions or concerns.

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

February 26, 2014

BB* ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted our We* Team and was informed Ms....

[redacted]’s name and comment have been deleted.

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

Ms. Garcia,My name is [redacted], complaint number is [redacted]. 
I am contacting you regarding the above referenced complaint against UHaul. I just spoke with [redacted], the regional representative, who informed me that according to my reservation, the location I reserved was only a preference. As you can see in the e-mail I received from UHaul confirming my reservation, it says this is a guaranteed reservation, and that UHaul will arrange the equipment at the most convenient location. Ms. [redacted] told you that she called and left me a voicemail; I never received a voicemail, I only knew she called because of the e-mail I received from the Revdex.com. At that point, I [redacted] some numbers from missed calls I had and figured out which one was UHaul. Due to the holidays and my work schedule, it took a while for me to be able to get in touch with her.  I made this reservation on September 26 for a December 1 move. They had plenty of time to ensure the equipment would be available. I budgeted $200 for a moving truck, because my truck was quoted at $170. On November 30, I was told that I would have to drive an hour to pick up my truck, and that it would not be available until 12pm. I had originally made the reservation for 9am, so had movers booked at 10am. According to the attached e-mail from UHaul, this was a guaranteed reservation, not a preference as [redacted] claims. I ended up having to pay $430 to book a moving truck at the last minute from another company, which I'm sure was so expensive because I was booking a truck with less than 24 hours notice.  I am asking to be compensated for the difference, as UHaul guaranteed this truck for me and because they did not fulfill this guarantee, I had no choice but to book another company at the last minute. The $50 they gave me is a slap in the face, as I spent over $200 more to get a truck for my moving day and the amount of stress it caused. [redacted] was stressing that in the e-mail that I received when I booked the truck, it said that my location and time were "preferred" rather than guaranteed, which is completely inaccurate. She apologized that I was inconvenienced, but this was more than being inconvenienced; this was completely impossible.
So far, nothing has been done, as UHaul continues to insist that all of my reservation details were preferences, rather than an actual reservation. I hope that upon review of this e-mail, you see that this was more than a preference, this was a guarantee that UHaul did not fulfill.  Thank you for you time. [redacted]

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,[redacted]

January 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted], our President for our Fresno regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $79.08 back to their credit card, which 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,

Executive Assistant

U-Haul International

Hello, 

In your most recent e-mail to me, you said to notify you in writing if U-Haul contacted me directly which they did yesterday and said they would refund the money my wife & I were asking for. Thank you for your help, I'm glad we can turn to you for help!

 

Sincerely,

 

Case# [redacted]

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,

January 10, 2015

[redacted] U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted] whose name is on the actual rental agreement.[redacted] our GM for our U-Haul of [redacted] followed up on the information...

Ms. [redacted] provided.  He informed our office he spoke to Mr. [redacted] cousin and explained we were not responsible for her giving the keys to a random individual claiming to work for U-Haul.  The U-Haul truck was recovered on December 31st and then the contract was closed out.  He applied a five day rental only, plus miles and towing fees.  [redacted] relayed a refund was not due and the balance still owed was placed on a Promissory Note.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

February 26, 2014

Revdex.com ID#: 9937050

U-Haul Ref#: 552641

Thank you for your concern for our customer Ms. Moses.

[redacted], our Executive Assistant for our Southern Georgia regional office,...

followed up on the information Ms. [redacted] provided and sent her the following email:

Hello Ms. [redacted] My name is [redacted] and I am the Executive Assistant with U-Haul Company of Southern Georgia, which is the regional office in Columbus, GA. I was given a copy of your complaint, along with a copy of your letter to the Revdex.com, so I could better research your complaint. I called for you earlier in the day to ask you a few questions for clarification, but was only able to leave a message. Then I decided email might be a better way to communicate, since most people seem to communicate this way nowadays. First, I need some information about who you have already spoken with at our insurance company so that I can get some additional information from them. Please provide the claim number, the agent's name and his/her phone number so I can get the status before proceeding with any reimbursement on our end. Our Area Field Manager, [redacted], who is over the dealership where you rented the truck and tow dolly, spoke with [redacted] who was assisting you the day of your rental. She stated to [redacted] that the tow dolly would have damaged your car if it was loaded the correct way (since your front bumper was so low) and both she and yourself saw that. [redacted] told [redacted] that since you were the one who suggested turning your vehicle around, pointing the other way, she did it for you. We apologize that [redacted] did not know better - that if she did as you suggested - it could possibly damage your transmission. I'm certain that our insurance company is checking with your repair facility to see if towing that short of a distance actually did cause any damage to your vehicle. If so, I know they will take that into consideration when making their final decision. I also read in the notes, that you and your family were put up in a hotel in La Grange, Ga. by our emergency roadside personnel, per our insurance company's direction. I'm happy to hear that you and your family had a place to stay after the closing of your house. At U-Haul we value our customers and make every effort to take care of them, not only before the rental, but afterwards as well. I am looking forward to hearing back from you soon! Regards, [redacted], Executive Assistant U-Haul Co. of Southern Georgia

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