U-Haul International, Inc.

[redacted]  [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,

As stated in U-Haul's reply to my complaint, they did initiate contact regarding my Revdex.com complaint AFTER I submitted my complaint. Having previously spent a lot of time on the telephone with CT Central Reservations and Customer Relations prior to and after my move, without resolution, I have no interest in further conversation with U-Haul agents (this is why I contacted the Revdex.com for help) and therefore I did not return the agent's recent telephone calls. U-Haul has access to the same documentation surrounding the events described in my complaint (i.e., contracts, subsequent conversations, complaints filed, etc.), which they can use to verify and investigate my claim. From, there, they can either chose to acknowledge their error, issue a refund, and retain my business, or do otherwise, and lose my business. The ball is in their court, so to speak.

June 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Stacey M[redacted], our Executive Assistant for our Oceanside Regional Office, relayed they were able to reach an amicable resolution with Mr. [redacted].  A refund for $1,195 was approved as a reimbursement from [redacted] Insurance Company in addition to the refund for $250 from our U-Haul Center along with a $100 VIP Certificate.  The VIP Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.    Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.   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

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

[redacted], our Executive Assistant for our SW Ohio regional office, followed up on the information [redacted] provided.  He informed our office he left a message for [redacted] advising her that a refund...

for $160 had been issued back to her [redacted] account.  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 Assistant U-Haul International

August 24, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Area Field Manager for our Northern Wisconsin and the Upper Peninsula Regional Office,...

followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and discussed his concerns.  He explained how check-in procedures work and how our dealers part is to relay the fuel level in the trucks into our system and charges automatically calculate.  The vehicle Mr. [redacted] rented does in fact get 12 mpg but we also need to factor in that driving in-town will drop the mpg due to constant starting and stopping.  Mr. [redacted] offered to have the charges of $17 for under fueling the truck refunded or he could issue a $50 VIP Certificate to help offset the inconvenience he experienced.  Both offers were declined.  Mr. [redacted] assured Mr. [redacted] all U-Haul trucks are issued right from Ford/GMC and we do not make any modifications.  There is no kind of fraudulent activity or illegal practice happening on the part of U-Haul.  Mr. [redacted] relayed if he wished to speak to our President about his concerns, he could make this happen.
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

This email only asks for more discussion and is not a formal offer of resolution.   My response to their email is as follows:
Mr S[redacted], I had to read your email a few times because no where in it could I find that you admit NONE of this would have happened at all if you had provided boxes that were in usable working condition, as per the contract.  if the boxes were in working order there would have been no delays, no broken doors, the boxes would have left my sight locked by me.  Not to mention that they were not available at the time nor location promised which delayed my day.  And additionally caused me to miss work. So lets begin with that – I paid for boxes to arrive on a certain date and start time.   I also paid for a service that was supposed to be boxes which could be secured with my own lock to ensure the security of my belongings before they left my sight.   Yet, most of the boxes arrived without a latch to secure my belongings before they left my sight, to be driven off to some warehouse where someone would at some point get around to installing the latch and then install a lock.  I did not receive uboxes in working condition.  Would you pay full price for a car without an engine? Not to mention the other 2 boxes arrived damaged.Next, I will not question at this point the integrity of Mr. [redacted], only because you are speaking for him   When did you speak to Mr. [redacted] about the size of my load?  Recently?  I’m pretty positive it was not within the week of the incident, because the additional complaints were not filed until MORE than a week after the load left, as I was waiting until the load arrived.  I would like to question Mr. [redacted]’s memory.   Does he remember my load as well as he remembers what shorts he was wearing that day?  Well I do! Thanks to all the photos we took that day not only to protect my belongings but also due to the problems!  Oh, my favorite memory thanks to my kid is the one where myself and 1 mover are struggling together to move the latch (amazing one box had a latch!)  while the other mover hung from the roof of the box cause the door was broken and out of alignment and made the latch impossible!  Wow—what great products you provided.  Oh, in case you are thinking photoshop- which none were, not to mention the witnesses on BOTH ends of the move that will swear the last box was only ½ full.  Oh, and don’t forget the complaint at the store and the phone that they tried to sell too many boxes.  Perhaps Mr. [redacted] is siding with you out of concern this will go further and I add the photos that 4 pieces of furniture were not wrapped /properly wrapped and damaged to an amount close to $3000—including a $900 cedar hope chest, a $1200 Ethan Allan lighted bookcase, and 2 other pieces, which were photographed before, also while in the hands of the movers, and photographed as damaged the day of arrival—photographed before being taken out of the uhaul box – witnessed, pointed out my the movers on this end about being packed against the metal hooks on the walls, etc, and again documented in photos.  Oh, I forgot, plus bill from the contractor I hired to repair as best possible the 2 broken furniture pieces.   Oh, I can also add the witnesses who helped load the treasured and valuable items in the van rental and can testify what was in there and how much.  So, your statement of all boxes being full is definitely not true.So a u-box holds and estimated 2000 pounds, so ½ is 1000 pounds of belongings that had to be transported in the rental van.   And not to mention the fact, who would trust their most valued possessions to leave their sight in unlocked boxes??? No one--not even you.  So the cost of the rental van is completely fair and legit.  You provided boxes without latches and I could not ship my valued possessions.As for the cat being a non-issue, again that is not a fact.  Again, I have documented proof stating when my truck would arrive the next morning, after being tracked by uhaul directly and documented BY UHAUL as such in writing, and yet it mysteriously didn’t show up until the following morning.   That is reasonable to believe the truck could have been stopped and unlocked and searched and/or a cat removed during that missing 24 hours.   It would be reasonable to assume uhaul would do so to avoid a bigger incident of animal cruelty.  And since we have already proven the boxes left my possession unlocked, proven that they were not all packed full, had to be opened to have the latches installed, that multiple witnesses were concerned enough to call me directly (it wasn't unhaul they contacted, nor was it uhaul that contact me) about a cat, and the truck was unaccounted for for 24 hours after uhaul itself confirmed with the truck driver of the arrival time, that it is very plausible that a cat could have been in there and removed.    If you would foolishly like to rebut that the latches were installed without opening the boxes, then I can easily take my damage claims for those near the door claims to uhaul –again being negligent.  As for your statement my belongings made the shipment with no issues, again is a false statement.  There were all the issues noted above, plus the stress, delays, and all the calls that had to be made, pushing my 700 minute phone bill over $150 in overage minutes the first month, and loss of use of the phone the second month for weeks (all of which is recorded and second verifiable by the phone company), as I could not afford another overage of minutes repeatedly calling uhaul about the problems from day one, to receiving multiple calls about the trapped cat, and follow-ups on the transport, and complaint calls which repeatedly on dozens of calls (and emails) went unresponded to – despite policies to respond within 72 hours.    After 3 months of calls and emails the only time uhaul would respond is when I finally went to the Revdex.com.   Not to mention the severe stress and anxiety that uhaul put me and my family through as we were told if we didn’t drive back 700 miles over 12 hours that the animal would die, as uhaul refused to open the boxes despite my pleas and permission AND the fact the boxes were unsecure/broken latches/unlatched when it left my custody, so there was no reason why the boxes couldn’t have the latches removed to save the life of an animal.   It caused me heart problems, severe anxiety, and stress.You basis of this not being a fair or reasonable settlement is unfounded and wrong.   I could easily take this to another venue and ask to also be reimbursed for the repairman bill, the gas for the rental van, food money during the van rental, the hotel costs, the interest on the charges for everything (phone calls, contractor, van rental, hotel, gas, etc), medical for the stress you caused pain and suffering, breach of contract, the loss of work, etc.    Considering the basis of this entire issue is you providing 4 out of 5 boxes in non-working order AS CONTRACTED, I think my asking for $1687.50 is very much a fair and reasonable settlement to consider it a case closed.   I will assume that you were unaware of the additional costs I faced due to your negligence in providing working products  and failure to respond to multiple documented complaints, and didn’t mean to accuse me of being unfair and unreasonable in my requesting such a reasonable amount.  I’m sure you did not want to intentionally accuse a Veteran of being dishonorable.

August 4, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted]   Stacy A[redacted], our GM for our U-Haul Moving and Storage of Kalamazoo, followed up on the information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] but was hung up on when  trying to understand her concerns.  She did, however, issue a refund for the issue they experienced in the hopes of keeping Ms. [redacted] as a future customer.  The refund for $183.38 was issued back to her [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, Maria P[redacted] Executive Assistant U-Haul International

August 22, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
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 informed our office she contacted Ms. [redacted] and addressed her concerns.  She advised Ms. [redacted] her debt had been paid off and she had confirmed this information with our Collections Department.
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,

I have reviewed the response made by the business in reference to complaint ID [redacted]. I am appreciative and find this resolution satisfactory. I consider this complaint resolved.

Regards,

Thank you for getting to U-Haul about this matter.  There are two issues:
1. What Mr. C[redacted] at U-Haul did not mention is that when we went through the process together, the terminal failed 8 out of 10 times to record my input properly. When I asked to then document it, he said I would need an attorney and a warrant if I wanted to simply record this fact that we both saw together.
2. U-Haul has not addressed the fact that they charged me for returning the vehicle with not enough gas when this was not the case at all. I actually returned it with a bit more gas than I got it. U-Haul's error here (one of many in my dealings with them) cost me an additional charge that is completely fraudulent.
I'd like to hear U-Haul's responses to these two specific facts.
Thanks!

[redacted]  [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,

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.

We did speak with [redacted] in the days following our complaint issued with the Revdex.com. However, we refused to take the offer of $350 as this amount was in no way a compromise with our desired settlement. We had originally been promised $100 alone for the first setback in our move, the pickup of our U-Box in [redacted], a refund for which, curiously enough, [redacted] could find no record in our account documentation. This oversight is part of our larger case about U-Haul’s faulty documentation regarding their side of our business interaction. As noted in our complaint, we were also treated unprofessionally by [redacted] in arguing our case, who spoke both with condescension, refusing any blame on the part of U-Haul, and in a threatening manner about how we really have no other recourse but to accept the few hundred dollars because they have “enough evidence against us” and that ultimately the Revdex.com “hardly does anything”.  We do not want to be simply “paid off”, and for such a measly sum. We were hoping for U-Haul to show a sincere attempt to meet us half way with our disastrous case.  We are still holding out for a greater sense of sympathy on the part of U-Haul if it is really true as [redacted] says: “Our customers are very important to us”.

Central to our case is that U-Haul’s guarantee to us for the arrival date of our belongings was not met. The excuses that U-Haul have provided for this gross delay about late paperwork (it was not late but sent on the same day of its scheduled departure) and customs (there is no mention whatsoever in the website that this might be a factor affecting their guaranteed date) are insufficient, and deceptive in relation to the way that the U-Box service is marketed on the U-Haul website. Therefore, we seek a greater settlement than what has been offered.

To the Revdex.com, we cannot thank you enough for your invaluable assistance in arbitrating our case against U-Haul.

Regards,

[redacted] and [redacted]

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

agreement.

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $103 back to their [redacted] account on file as an adjustment on their U-Haul rental. The refund 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

September 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage at [redacted]., followed up on the information Ms. [redacted] provided.  She informed our office she spoke to...

Ms. [redacted] and discussed her concerns.  She also advised her of a refund for the full amount of the rental, or $611.24, as requested.  The refund was issued back to her [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 AssistantU-Haul International

Below is an excerpt of my email to Steve_L[redacted]@uhaul.com sent on 05/31/16 at 10:51 AM in response to his email sent to me on 05/31/16 at 9:25 AM.  (not enough characters for whole email) "To summarize, the outrageous behavior of your employee caused me a great deal of distress during my move in 2014.  $30 is not acceptable in keeping my business for future moves.  I am currently moving due to medical school and will be moving multiple times in the future, including, but not limited to my residency, fellowship, and future employment opportunities (average moving every two years).  If $30 is all you can offer, then as a matter of principle I will not be using your company for a future move after my current one, even if this means paying more money to another company.  I have a loyal history of using Uhaul for all my moves and I expect more.  I certainly don't believe I deserve to be cursed out by an employee and then have no one from the company believe me." I have not received a response to my email.  Additionally, I have been told by two people I would be receiving a $30 coupon, but have not receiving anything by Uhaul through email confirming this (I guess it is in the notes...hahaha, I won't count on that).  I was recently told by a manager at a regional office I would get a $30 credit off my rental (which I wasn't satisfied with).  The only thing that has came out of this Revdex.com complaint is Uhaul (Steve L[redacted]) honoring a credit I supposedly was already given.   Thank you so much for giving me the same thing twice, and yet still not giving me anything.  As stated previously, $30 is a joke.  $30 is appropriate when a customer has to wait a few hours for a truck or deals with an inconvenience such as a rude employee.  $30 is not appropriate when a customer is verbally assaulted by your employee and then as a result of it experiences extra unnecessary and completely avoidable hardship (paid help waited longer, smaller truck...).

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

[redacted], our President for our Alaska Regional Office, followed up on the information Mr. [redacted] provided. Please be advised this U-Haul location is an independent...

businessman who rents U-Haul trucks and trailers off his lot as a secondary business. The purchase Mr. [redacted] made at this location is part of this dealers own business and not connected to the U-Haul Company. Mr. [redacted] spoke to Mr. [redacted] and listened to his concerns. He sent Mr. [redacted] a $20 VIP Certificate to help offset the inconvenience he experienced and relayed he would keep the information on file for this dealer. Mr. [redacted] also requested I relay to your office that the objection should be redirected to [redacted] at [redacted] [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

May 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern New York regional office, followed up on the information Ms....

[redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the delay in issuing her a refund for the $50 Reservation Guarantee Fee.

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 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].John W[redacted], our GM for our U-Haul Moving and Storage of Alcoa, followed up on the information Mr. [redacted] provided.  He informed our office he issued Mr....

[redacted] a refund for the $50 Reservation Guarantee Fee on November 7th.  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,Maria P[redacted]Executive AssistantU-Haul International

December 8, 2015Revdex.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 and sent him the...

following email in response:[redacted], Your communication with the Revdex.com has been forwarded to my attention for review and resolution. Per your request, the two charges of $276.58 and the one charge of $98.29 have been refunded to your account. Your new balance due is $1139.61. If non-payment continues your boxes will be sold to satisfy the lien. Please contact general manager L[redacted] at [redacted] if you have any further questions regarding your account. Thank you, [redacted] Executive Assistant U-Haul Co. of [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