U-Haul International, Inc.

May 20, 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 [redacted] regional office, followed up on the information Mr....

[redacted] provided. She informed our office she left a message for Mr. [redacted] explaining she issued him a refund for $50 as promised and provided her telephone number in case he had other 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

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Paul B[redacted], our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office...

Mr. [redacted] was contacted by our GM and offered an apology for not receiving the $50 Reservation Guarantee Fee.  Mr. [redacted] should receive the check for $50 within the next ten 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,Maria P[redacted]Executive AssistantU-Haul International

I didn't not speak to Paul- I spoke with a "Mike" who informed me that they have sent the check out 2 times and got a mailed return and was not offered any type of apology. I verified the address and it was correct.  He said he was going to send it out again.  As of yet I have not received the check. So U-Haul is not only full of excuses but untruthful as well.

January 8, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Mandi D[redacted] our Executive Assistant for our Southern Alberta Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office...

she left a message for Ms. [redacted] requesting a call back in order to address her concerns and offer a resolution.  She also mentioned she was out of the office around the holidays so may have missed her call.  In case Ms. [redacted] misplaced her telephone number, Ms. D[redacted] can be reached at [redacted] or direct at ([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,Maria P[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.Obviously, U-haul's insurance company has not resolved the issue, or I wouldn't be contacting Revdex.com. I was promised folow-ups by U-haul's management, which never occurred, which is another reason why I have contacted Revdex.com.After failing to provide [redacted] with substantiation for charges to my account, U-haul has turned this over to some collection agency that will not return my phone call regarding their claim.U-haul's customer service is outrageously bad and I feel that I have given them every possible opportunity to do the right thing regarding this near-fatal accident that was caused by their negligence in re-installing a trailer tire; something that they are now trying to deny.They wanted every possible piece of information from me, ASAP, under the guise of trying to assist with my claim. They then stalled for time, and refused any cooperation whatsoever.Aside from my claim, I feel that the safety of others is at risk when companies such as U-haul are allowed to act in such a negligent way.?

Regards,

April 28, 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 Utah Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for the install and damages according to the repair receipts. Mr. [redacted] will be coming into our U-Haul location for the refund.

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 23, 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 Eastern New York Regional Office, followed up on the...

information Ms. [redacted] provided and sent her the following email in response:

Dear [redacted], I have received the forward of the information you had provided to the Revdex.com, And I would like to sincerely apologize for the inconveniences. I have reviewed your account at the Rome, NY location, and have attached a copy of your payment ledger for the account. Items highlighted in yellow are late fees that have been waived, amounts written off, and VIP Certificates used towards your rental. To date, these discounts come to $1005.30. I do apologize for any inconveniences, however, we will no longer offer any discounts in any way, shape or form. As such, your three options are a) make the appropriate payments on time, b) make the appropriate Payments plus any applicable late or lien fees, or c) you may vacate the storage rooms and seek Storage at another, non-U-Haul location. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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

January 5, 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 Eastern New York Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He informed our office [redacted], our GM for our U-Haul Moving and Storage of Rome, was in contact with Ms. [redacted] and able to reach an amicable resolution. Ms. [redacted] will be allowed access to her storage unit in order to be moved out by January 15th. Mr. [redacted] relayed that we will waive $438.75, which is the current amount she owes, on top of the $1,005.30, which was previously waived, adding up to a total of $1,444.05 in storage fees.

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

December 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] additional comments to our office.  Again, please be advised the name on the U-Haul contract is listed as [redacted].Ramon M[redacted], our President for our Southern Massachusetts and Cape Cod, reviewed Ms. [redacted] recent comments.  He explained that both our Field Manager and GM of our U-Haul Center have addressed Ms. [redacted] concerns by phone and in person.  Ms. [redacted] authorized her credit card to be used for the rental.  Since the equipment was not returned as contracted, the credit card on file was used to pay the balance of the rental.  If another form of payment can be provided, we would be happy to refund Ms. [redacted] card as soon as collection for the rental is paid by an alternate method.  Until this can be done, Mr. M[redacted] considers the matter closed.  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 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.  I have gotten an email but nothing like this one to my email and I respond like this to [redacted].  
No I will not pay no half of bill of $25 for cleaning bill ok because like we said the truck was not dirty ok. I already contact the Revdex.com about this situation. So the only thing I should be paying is the fuel fee and that is all ok. I will take this to court too. I'm so stress over this and honestly I suffer from depression and this is adding to it and yes my therapist has been inform about this issue too. SO NO I AM NOT PAYING FOR NO CLEANING FEE AT ALL... OKAY.. Thank you and have a nice day [redacted].. Also I will be forwarding this email to the Revdex.com.. P.S. This is just add right nowAlso I am not paying for no late fee neither because you should not take 2 1/2 week to contact no customer of any remaining fee on their bills. Thank you very much and have a very merry christmas and happy new year. 

Regards,[redacted] [redacted]

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.

If that was the case, then when I showed my receipt to the manager, she could have said that and saved everyone a lot of hassle, instead she was rude, argumentative, and unprofessional.  She said she charged me because she asked me if I wanted it and that I agreed to it, and she wasn't going to remove it no matter what. I explained that I had declined it on my reservation, but she wouldn't listen. She was actually in the middle of arguing with a different customer at the same time, refusing to let him rent a truck. So if she lied about my fees, and she also lied about the time we needed to return the truck. So if it's the case that I was never charged, then Uhaul needs to take responsibility for the ignorant, unprofessional general managers they choose to hire and she needs to be severely reprimanded for treating customers with such abhorrent disregard. I've never been treated so rudely in my life, and it was this disrespect that initiated my complaint about a trivial fee. 

Regards,

I WAS A FIRST TIME CALLER AND THE MAN THAT ANSWERED WAS SO RUDE! KEEPING IN MIND THAT THE PHONE NUMBER IS ATTACHED TO THE AMHERST ST LOCATION, HE YELLED AT ME SAYING "I TELL ALL YOU PEOPLE THAT HAVE BEEN CALLING FOR YEARS THAT I AM NOT ON AMHERST ST!" AND HE HUNG UP ON ME! I CALLED BACK TELLING HIM HE IS GOING TO LOSE ALOT OF CUSTOMERS INCLUDING ME IF HE ACTS LIKE THAT!

Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] and [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she corresponded with Ms. [redacted] by email and Ms....

[redacted] has received her deposit refund.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.

Hi, 
I am upset with Uhauls response because the insurance [redacted] they referred us to has been evasive. [redacted] did contact me but always at 5:59 pm so I cannot respond to her that day. They closed the case before they received the pictures showing damage and then lied to me about receiving them. They then reopened the case at my request but continue to push the meeting regarding the claim back due to [redacted] being out sick, on vacation, or out of the office for another reason. They were supposed to have the meeting this past Friday, January 31st but I have not heard a response from this meeting and will be calling Jasmine on Monday. 
Thank you, 

April 16, 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 Nebraska Regional Office, followed up on the information Ms....

[redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced and advised her of a refund for $100 as an adjustment on her rental. The refund should post on her next [redacted] credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $100 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

My Fiance John Hornbrook rented a uhaul for our move and we returned the truck. Later find out they decided to lie and say we didnt bring the truck back with the same amount of gas that we got it. We got it at a quarter tank and they said that it was 1/8 of a tank and charged us 50 bucks to fill it. We made sure that there was the right amount gas because we new that they would charge a ridiculously high number if we didnt. Now they are saying that they will not return the money that they took by lying and saying that if we have proof then they will return.... well I didnt think I needed to take a picture of the gas gauge before we left. Needless to say we will never use Uhaul again Id rather spend a little more money and not get charged for bt that isnt true.

I am not accepting this response because a resolution has not been reached.  It is still in progress.  Once I hear back from Steve regarding the documents I have sent him... I will update accordingly.

[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,

Devon K[redacted]

September 15, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].
Cecilia O[redacted], our Executive Assistant for our Los Angeles West Regional Office, followed up on the information Ms. [redacted] provided. She informed our...

office Ms. [redacted] originally made a reservation to pick up a 9-foot van from a location called Tires R Us Inc., which is a certified U-Haul dealer but who recently decided to temporarily not rent U-Haul equipment due to a medical issue. This location had been temporarily closed for a month and a half, however, still shows as an active location. Ms. O[redacted] relayed when a reservation is made online, before a customer agrees on the preferred pick up location,a notice appears before the “continue” button that states “Preferred pick up location only. A U-Haul representative will need to contact you to schedule the most convenient location with the available equipment.” Due to the dealer in question being closed the days Ms. [redacted] needed to make her move, we placed her reservation at the closest location, approximately 5 miles from the original location. A Reservation Manager called the following day and left a message for Ms. [redacted] providing her with the new pick up location. When Ms. [redacted] called the following day, she expressed her dissatisfaction with the alternate pick up location and claimed to have a confirmed reservation. Ms. O[redacted] stated they requested Ms. [redacted] email the receipt for confirmation but instead of sending it to [email protected], Ms. [redacted] sent it to [email protected]. When Ms. [redacted] called to verify the correct email address, she was offered other options, such as free miles to travel to Inglewood or Santa Monica or a free upgrade to a 10-foot truck with miles to travel. Ms. [redacted] still insisted on picking up at Tires R Us. Because they were unable to reach an agreement, Ms. [redacted] was told the reservation would still stand for the 9-foot cargo van plus free miles for Inglewood pick up. Ms. [redacted] then decided on the alternative of a free upgrade to the 10-foot truck and free miles at 7223 S.Main St. in Los Angeles, approximately 2 miles away from her preferred pick up location. After coming to this agreement, our Route Manager sent her an email reflecting the confirmation. Ms. O[redacted] stated they try to make the moving process easier for their customers and asked that her apology be relayed to Ms. [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,Maria P[redacted]Executive Assistant, U-Haul International

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a...

refund for the $50 Reservation Guarantee Fee due to the fact we were not able to fill the reservation exactly as requested. The refund was issued to Mr. [redacted] 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