U-Haul International, Inc.

December 22, 2015Revdex.com ID#: [redacted]U-Haul# [redacted]Thank you for your concern for our customer Mr. [redacted]Devyn McL[redacted] our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:Good Afternoon, I tried to contact you via phone to discuss at [redacted] and ([redacted] and neither were accepting calls. I would greatly appreciate it if you could give me a call to resolve the issue you are having. I can be reached at my office between 9am-5pm at ([redacted] or via email at [redacted] Thank you, Devyn M[redacted]Ms. [redacted] also mentioned a charge was applied to Mr. [redacted] credit card account but a refund for $400 was also mailed to Mr. [redacted] on October 1, 2015.  Ms. M[redacted] would like to discuss the storage fees and access of the U-Box.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]U-Haul International

December 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our North Philadelphia Regional Office followed up on the information Mr. [redacted] provided. They spoke...

with the service technician who stated there was a nail in the tire and Mr. [redacted] drove on a flat tire. If the tire was flat or low, the truck would not have been rented when it was brought around to the dispatch area. The nail caused the tire to go flat and the tire came apart on the inside from the truck being driven.

Please be assured the information Mr. [redacted] relayed regarding the feedback and treatment he received from our U-Haul staff will be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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 9, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customer Ms. [redacted].
 
Cal C[redacted], our President for our Eastern Florida Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed to our office Ms. [redacted] was promised a free month of storage at origin due to a mistake by our U-Haul Center.  She misunderstood and thought she was also getting free shipping.  Mr. C[redacted] stated he ended up giving her the free month storage and shipping for free.  He has tried to accommodate Ms. [redacted] to the best of his ability by providing $1,200 worth of service at no extra fee.  No further adjustments or refunds will be issued.
 
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
 
Tell us why here...

July 15, 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 [redacted] Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she spoke to [redacted], Ms. [redacted]’s son. She advised him she removed all late fees and accepted partial payment. The remaining balance was worked out to be taken on July 21st. The storage account will eventually be transferred to Mr. [redacted]’s name and he requested the payment date be changed to the 21st of each month.

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

April 4, 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 East Houston regional office, followed up on the information Ms....

[redacted] provided. He informed our office our GM of our U-Haul location spoke to Ms. [redacted] and advised her of a refund for $70, which includes refund for the dollies, fuel service fee, and the $20 processing 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

There is virtually nothing in this response that is truthful or accurate.
I never received any calls from My [redacted] despite many promises from his staff that he would call.  I have tried to reach him at least 5 times -  and his staff claims he called  in one case Mr [redacted] from the Arizona Office explained that Mr [redacted] did call me - when in fact no call, no message was ever received. 
These are total and complete fabrications.
It is also not correct that there was gas in the fuel tank prior to our test drive.  We were told the fuel pump was replaced as the sole reason there was no gas in the truck.  We supplied our own gas which we purchased on the way to the test drive. This is further evidence that U-haul either has not taken this situation seriously - or continues to build their story on a stake of further untruths.
We were asked no to drive far ( just around the block) by the store manager Ms [redacted] ( sp)  the reason cited was no insurance or license. We heeded her request and only took it for a very short drive-where the truck performed satisfactorily in the 1-2 mile slow speed test.
We purchased the vehicle based.
We intended to have the truck inspected by a mechanic prior to entering it into the fleet. On the way to the mechanic - approx 2-3 miles from the store that sold the truck - the engine failed. It took several weeks and 2 separate mechanic visits to uncover:
1) The engine has lost compression in 2 cylinders
2) After the mechanic took a sample of the fuel from the fuel tank it was was fully tainted with rust. The mechanic stated that it was impossible that the fuel pump was replaced, and that the truck was likely sitting dry for a long period of time prior to being sold, or the fuel take would not have corroded and fouled the fuel.  This is likely a complete cover-up by the selling agent.
Finally, after filing a complaint with the Florida Department of Highway Safety, we discovered that the Fort Walton Store was illegally selling vehicles - and that they did not hold the required license to conduct such business.  They have been issues a cease and desist order from the State of Florida.
There is a string of illegal activities and false representations by U-haul as described above -  and I have never been given the opportunity to discuss a reasonable resolution.
I continue to be willing to reach a settlement with U-Haul- despite their repeated false statements and illegal activates.
If I am forced to seek civil remedies, I will not be easily satisfied.
This behavior is outrageous !

I tried to reply further on the e-mail that I got from Revdex.com, but the only thing that I found that I was allowed to do was download a file, which I don't have a file to download. As I stated in my original complaint I feel that I was misled by the employee of U-Haul and the wording of the contract. The contract stated that the coverage I paid for covered me for the minimum required in Ak., the person behind the counter said that I didn't have to inspect the truck for previous damage because I purchased the insurance. U-Haul manager of that store did call me but she basically told me that the information was available for me to read when I signed the contract. And that they won't reimburse me for the $900 that I had to pay to the owner of the car I backed into. I still feel that I have been wronged by U-Haul.  I will fax you a copy of the contract, thanks. 
until we talk again,thinking of you

July 8, 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 [redacted] Regional Office, followed up on the information Mr. [redacted]...

provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He advised him of a refund for the $50 Reservation Guarantee Fee and provided his telephone number for personal help if you found the need to use our U-Haul services again in the future. Mr. [redacted] explained he would take care of his reservation needs from start to finish. Mr. [redacted] relayed he would be in contact if he found the need to rent from U-Haul again.

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 18, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Daley D[redacted], our Area Field Manager for our North Indiana and South Cook County Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] once again and explained the renting location was open every day that weekend.  He also reminded her she requested the trailer until Sunday evening September 4th after originally only requesting the trailer for 7 hours on September 1st.  Our Dealer and Traffic Department called Ms. [redacted] several times to find out when she would be returning our trailer and was told if the trailer was not returned by 11: 00 AM on September 4th, there would be an extra day’s charge.  Our Dealer was open until 4:00 PM on September 4th and the trailer was not dropped off until they were already closed.  The rental period for this was 3 days and 21 hours.  Mr. D[redacted] relayed a refund was not justified.   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

June 15, 2015Revdex.com ID#; [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in...

response:Good morning [redacted], first off let me apologize. I have reviewed all your contracts as well as your hotline call. I have a question or 2. Who put the straps on your trailer and did they give you the booklet for the auto transport. In that booklet it tells you how to check the straps and install as needed. It is the customer who is to strap it down. I do not see any notes about them giving your trailer away. Therefore I am at a loss. I see where they tried to call you on 5/30/15, for pickup on 5/31, I do see where the auto transport was picked up 6/1. Is that the delay you are speaking of? It says you requested it 6/1 and picked up 6/1. Please let me know what is missing in here. As far as the hotline call you called at 753 pm and it started the process with our hotline dept. At 835 pm 42 minutes later they explained that if they send out a vendor it would be your financial repsonsibilty as the customer is responsible for the vehicle and being strapped down. We do not do that, it is for customer per policy for insurance reasons. You then hung up on the call agent. They tried to call you back and no answer so they closed the call. The hotline department was doing their job. I apologize if you feel otherwise but that is policy. If you have further information please email me and I will look further into. Thank you [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

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for the fuel will be issued to Mr. [redacted] along...

with a $20 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

February 17, 2015

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 Gainesville Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. She explained she left a message for Mr. [redacted] requesting a return call to personally discuss his concerns. She assured our office the truck in question is on a current Preventive Maintenance Schedule and there are no record of calls into our Emergency Road Assistance line before or after their rental. The truck was inspected and nothing found mechanically wrong, therefore, our decision in the matter remains the same.

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 31, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a total refund for $121.92 was issued to Mr. [redacted] on March 9, 2015. A refund for $85.64 was issued back to his [redacted] Card account and should post on his next credit card statement. A refund check for $36.28 was also issued and should have already been received by Mr. [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

March 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted]...

provided and sent her the following email in response:

Hello [redacted], I tried calling you today. I have reseached your concerns regarding the Nova Scotia charges and could not see anything. Please email the statement showing them. The charges in B.C it looks like monthly UBox charge but you will need to contact them. The number is ###-###-####, and they should be able tell you why and explain the drop off information, as to why it was sent to another location. If you have any further questions, please email me and I will do my best to assist you. Thanks [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

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,

Thank you immensely for removing Mr. [redacted] name from the E-alert. In your response you claimed that I was aware of the outstanding bill because I was declined in January, and informed. While this is true if you go back to the end of June, I rented a truck from the same u-haul site that declined me in January. The person who rented with me, did not have a driver's license so I was the only driver on the account. This inconsistency makes me very wary to proceed with making payments. I never E-signed a u-haul contract in 2004, I have no idea when the data was entered into your data base. The address on my license has been my mailing address for 15 years and I have never received a single notification. Removing Mr. [redacted] does not excuse your unethical collection process. I am seeking legal counsel, and so far they are telling me that if I did not sign an online contract, in order for you to collect this you need to provide original documentation. Please review your rental records and tell me how I was able to rent in June and the magically not able to in January.

September 20, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted]. Ashten P[redacted], our Traffic Manager, and Kristin G[redacted], our Field Manager, both from our South Puget Sound Regional Office, reviewed Ms. [redacted]’ recent comments. Ms. G[redacted] advised our office she spoke to Ms. [redacted] and explained she was only paying for shipping and delivery to her new location. The VIP Certificates were applied to her rent so she was never charged for rent. She relayed Ms. [redacted] was not clear what she wanted other than wanting to be compensated for the worrying she states we caused.When Ms. P[redacted] spoke to Ms. [redacted], Ms. [redacted] stated she was told she didn’t owe the $410 for rent and agreed she saw the $1,800 was applied by our Contact Center to the wrong portion of her move. She also said she received an email stating her card would be charged $3,340 for shipping. Ms. P[redacted] confirmed no fees were charged to her card at that point and the only charges she owes is the difference from the $3,340 for shipping minus the $1,800 prepayment and then $115.95 for truck delivery in Cantonsville. Ms. P[redacted] explained the email she received is an automatic email that is sent to our customer once the U-Box has shipped and didn’t mean we didn’t collect for the $1,800, which we had already confirmed with Ms. [redacted]. Ms. [redacted] stated for the stress she has experienced with the charges, she felt we should deduct $1,000 or a couple hundred for the miscommunications on U-Haul’s part. Ms. P[redacted] acknowledged a mistake was made on her prepayment being applied to the wrong portion of her move but that this was rectified in the amount of $410, which we covered with the VIP Certificates for her rent. Ms. P[redacted] advised Ms. [redacted] she would not be giving any further adjustments as Ms. [redacted] still owed the remaining shipping and for Cantonsville truck delivery if she still chose to have the U-Box delivered.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

I spoke with the mechanic this morning, he acknowledged that the truck is still not running properly and he did not sign a written statement for U-Haul. I would like for U-Haul to give me a copy of the written statement they say they have signed by the mechanic.

January 20, 2015

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

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

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

Central North Carolina Regional Office, followed up on the recent information Mrs. [redacted] provided. He informed our office he has been in contact with Mr. and Mrs. [redacted] by phone and will continue to research their concerns in order to reach a resolution.

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

February 29, 2016   Revdex.com ID#: [redacted]           U-Haul ref#: [redacted]

justify;">  Thank you for your concern for our customer Ms. [redacted]   Kelley D[redacted], our Executive Assistant for our Southern Colorado Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a refund for the late fee was issued back to Ms. [redacted]’s credit card account.  Ms. D[redacted] also mentioned Ms. [redacted] was given a month of free storage to help offset the inconvenience she experienced.   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

November 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office he left a message for Mr. [redacted] requesting a call back in order to address his concerns. He relayed the VIP Certificate is still valid. He hopes to hear back from Mr. [redacted] soon.

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