U-Haul International, Inc.

October 2, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted].   Chris Z[redacted], our Area Field Manager for our Missouri Regional Office, followed up on the information [redacted]s provided.  He informed our office he spoke to [redacted] and discussed his concerns.  [redacted] requested the difference between the rate of $792, which he paid, and the rate of $740 that he was offered for dropping at a different location.  Mr. Z[redacted] offered his personal apology and advised him of a refund for $100, which included an adjustment for the inconvenience he experienced.  The refund should post on his next Visa 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

Thank you for your concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided and sent him the initial following email on September 2nd in response:Dear Mr. [redacted], I am writing in response...

objection[redacted]. I apologize for the inconvenience you experienced during your previous rental. After review of both the calls and the letter, I did find that we advised you to purchase the items you felt were needed for this issue, and to save the receipts until returning the equipment. If you do have any receipts you wished to submit for this issue, we can review them for possible compensation. In regards to the rental itself, while I do see quite a few people were working on the file, I did listen to a few of the calls, in which you didn't need to go over the issue again, as the agents did have all of the notes available. Even with the delay, you did still arrived at their destination, and so we feel a full refund is not warranted. I reviewed all available information and determined that we can refund $100 of the amount you paid on this rental. In addition, we can certainly issue $40 in VIPs. Once again, I do apologize for the experience, but if you would like to accept this offer (or have any questions), please feel free to contact Customer Service at ###-###-####.When Mr. [redacted] did not hear back, he sent Mr. [redacted] another email today:Dear Mr [redacted], As we have received no response, I have processed this refund, and you should see it within 3-5 business days. The VIPs have been sent to you immediately and will be activated 24 hours from the time they were created, and are good for 24 months. If you have any additional questions, please feel free to contact Customer Service 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

June 6, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1109202 Thank you for your concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office,  followed up on...

the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and discussed his concerns.  He will be sending a copy of his receipt to Ms. A[redacted] for further review. 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

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,

September 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Kevin G[redacted], our GM for our U-Haul Moving and Storage of Historic Ybor City, reviewed Mr. [redacted]’s recent comments.  He advised our office he contacted Mr. [redacted] and explained his claim with [redacted] Insurance Company is still open.  Mr. G[redacted] provided him with his claim number and the adjuster’s telephone number plus extension.  Mr. [redacted] relayed he would call the adjuster.   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

July 26, 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] Regional Office, followed up on the...

information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and offered his apology for the behavior of our employee.  He applied the one-way rate from Scranton to Wilkes-Barre and issued a refund for $42.52 back to Mr. [redacted]’s [redacted] account.  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,

Executive Assistant
U-Haul International

September 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Louisiana Regional Office, reviewed the recent comments from Mrs. [redacted]. She assured our office she issued a refund for $80 back to their [redacted] account and the refund for $48.29 was issued by check.

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

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $329.70 was issued back to Mr....

[redacted]’s [redacted] account on June 27th. 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,

Executive Assistant

U-Haul International

August 12, 2014

Revdex.com # [redacted]

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

[redacted] in our Columbus, OH Regional Office offered this response:

Mr. [redacted] was moved because the person who had the truck before his scheduled reservation didn't return on...

time. He called just before his due time to inform the location he wouldn't be bringing the truck back until 8pm. We had to move Mr. [redacted] to the closest location with an available truck at the last minute for which we are sorry. Unfortunately it was out of our control and just too late to try to get a truck to that location for his move. We refunded a total of $150 that will cover his movers and his extra fuel. ..................Thank you, [redacted]

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, [redacted] Executive Assistant

U-haul International

July 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted]. in [redacted], CO, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $48.63 back to Mr. [redacted]’s Master Card account. This amount included a refund for fuel, truck rental, utility dolly, furniture pads and tax. The refund should post on his next credit card statement. Mr. [redacted] also mentioned he helped Mr. [redacted], therefore, is familiar with his rental.

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.

I did select a Ubox, however, I was never told that this would be an additional charge to the 1,441 and movers fees which I agreed to pay. "Ms. [redacted] also relayed that when Ms. [redacted] received her receipt via email, she never opened it." -- I have no idea where this information is coming from. I open all of my emails and promptly sent the Uhaul representative all documentation I received. How would they know anyway what emails I am opening and not opening? Happens to be irrelevant, because I open and respond to all emails I receive. Very strange how they have new excuses every time the issue is discussed. I will say it again-- not only was I not informed while checking out at Uhaul.com, but I never ever received an email invoice detailing the charge for 175.81.

I still hold that I never agreed to the charge of 175.81. Uhaul has yet to provide any documentation whatsoever proving their claim that I did agree to it-- this is absolutely unacceptable. Absurd that a company as massive as Uhaul is getting away with fraudulent charges... this money is pennies to them. It is a lot to me and I am a very meticulous person and would have documentation / screen shots of this had I agreed to it. 

The vouchers are meaningless to me, and honestly, totally insulting-- why would I ever give them more of my money? I will never be using this business again.

I have cooperated completely with Uhaul-- called incessantly, sent them all documentation-- I don't think they ever had any intention whatsoever of resolving this issue amicably. 

Regards,

I was told a credit in the beginning.  When my daughter picked up the truck, the "small" credit was not reflected.  After numerous calls, the credit was provided.  This small credit failed to address the gross misrepresentation and inconvenience.  If I would have been able to cancel the truck, I would have because the inconvenience was too great.  The small credit was insufficient.   Uhaul made our trip a nightmare for the movers and all involved.  I asked the rep for a copy of our recorded calls and he responded that he didn't know how to do it, even though the hold message said just ask the rep to receive a copy.  Again, another misrepresentation.   The credit was wholly insufficient.

Worst moving company ever! Made a reservation 24 days in advance for a 26ft truck. Called 10 hrs before we were suppose to pick up the truck and they didn't have the truck, the closest 26ft truck was 120 miles away! We were told they could get us a 10ft and 20ft truck with 1 tow dolly for the same price as the 26ft truck and dolly. We have 3 dogs 2 kids and a food truck of our own to drive. They would not throw in another tow dolly for free and the manager was a complete [redacted] about the situation! Never ever use them they are terrible people!

April 1, 2015

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 Cleveland Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Dear [redacted] I am responding to your Revdex.com Concern. A review of your traction was done, along with interviewing all employee involved in your tranaction. The tranaction was completed as per U-Haul policy. The contract [redacted] made on 3/17/2015 show a debit charge of $ 105.00 requiring the customer to enter a pin. The amount is shown on the screen prior to obtaining approval. The In-Town Rental (Out) contract shows a debit transaction. The contract is signed by [redacted]. The In-Town Return (In) contract shows a credit to your Debit Card ending in [redacted] for the amount of $50.84. As our contract states "U-Haul immediately issues and processes debit and credit card refunds. Federal requlations allow banks up to five days to process refund requests. Credit processing delays are caused by a customer's issuing bank that takes advantage of this regulation." In conclusion no additional compensation will be given. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. Please accept our sincere apologies, and we look forward to serving you in the future.

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

April 5, 2016   Revdex.com ID#: [redacted]

justify;">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Seung Yoon L**, our Traffic Manager for our Central Ontario Regional Office, followed up on the information Ms. [redacted] provided and informed our office Ms. [redacted] was contacted and offered an apology.  Her reservation was moved a few times but was filled at her preferred location and with the size of truck she requested.  A refund for the extra charge was also issued.   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

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that the issue Ms. [redacted] experienced is considered driver error. There was nothing...

mechanically wrong with the U-Haul equipment, therefore, the truck becoming "wedged in between the street and the driveway" is the customer’s responsibility along with any expense to get it towed out. Our Emergency Road Assistance advised Ms. [redacted] that she was responsible for the towing expense and our GM also relayed the tow bill would be added to her rental.

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 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we do provide towing if our truck experiences a mechanical breakdown. Getting the truck stuck is not a mechanical issue, but driver error, therefore, the towing would not be covered by U-Haul. Our GM at our U-Haul Moving and Storage at Rutledge advised our office Ms. [redacted] came to our Center the same evening the truck was retrieved from the impound lot with the original key to the truck. A new key had already been cut in order to retrieve the truck that morning. The truck was checked in upon return per company policy and impound fees were added. Our GM relayed that Ms. [redacted] stated she had no problem paying the fees and wanted to know the amount. A receipt was printed for her with the charges. She did not disputed the charges, however, she was upset that the charges were applied to her credit card. She walked out of our Center saying she would dispute the charges with her bank.

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

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

[redacted], our Executive Assistant for our South Austin Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was...

issued a refund for $381.78 twice on August 28, 2014. One credit was issued by our Traffic Manager and the second by our Collections Department. Since the credits were done on the same day, each office was unaware that a double credit was being issued in error. Ms. [redacted] relayed that Mr. [redacted] is ahead on 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

December 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Paul Gentry, our Executive Assistant for our West Houston Regional Office, followed up on the information Mrs. [redacted] provided.  He informed our...

office Justin Howard, our GM for our U-Haul Moving and Storage at Sugarland Airport, attempted to speak to Mrs. [redacted] but she declined his call.  Our GM issued a refund for the overcharge in the amount of $78.85.  The refund should post on their next Visa 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

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.U-Haul provided a guarantee for the equipment.  Based on that guarantee I made other arrangements to move a large quantity of furniture.  Also, the date we reserved the equipment was the last opportunity to move the furniture before the end of the month.  If we had not move the furniture additional expense would have been incurred. U-Haul would not even discuss alternate arrangements for equipment.  I was simply told to take the equipment where U-Haul decided I couldpick it up or I could cancel the reservation and file a customer complaint.  I was left with no option from U-Haul.  I had to make other arrangements, because my schedule did not allow me to make the hour trip out of my way to pick up theequipment at the location U-Haul chose.   Further, U-Haul made false statements as to the availability of the equipment.  The equipment that was requested was present at the Philadelphia [redacted] as requested.  For some reason U-Haulrefused to rent the equipment from the requested location.    In the end, the cost of the truck we were forced to rent was $185, more than the cost of the trailer U-Haul guaranteed, but then failed to deliver. Finally, during my discussion with Mr. [redacted].  He said we was only offering a $50.00 credit toward further business with U-Haul.  As I will not be renting from U-Haul in the future this is not acceptable.  As of this date, there has been no creditto my credit card as Mr. [redacted] claims.  It may still come, but as of today there is nothing pending.  I would like U-Haul to reimburse the difference between the rental of the trailer and the what the cost of the rental of the truck fromtheir competitor, $185. 

Regards,