U-Haul International, Inc.

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 WANTED CONTINUE USE OF MY STORAGE UNIT IF I COULDN'T GET A REFUND BUT WAS REFUSED.

Regards,

July 18, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Crystal S[redacted], our Traffic Manager for our North Austin Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and offered her apology for the inconvenience he experienced and for not taking care of his concerns sooner.  A refund for $1,236 was issued back to his [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, Maria P[redacted] 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 8, 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 Illinois Regional Office, followed up on the information Ms....

[redacted] provided and sent her an email in response. She explained she addressed the information with all involved. When Ms. [redacted] contacted our Peoria U-Haul location, she was advised he did not have all the boxes she needed. Ms. [redacted] relayed when Ms. [redacted] contacted our Corporate Reservation Department, they were unaware of equipment availability and Ms. [redacted] would have been advised the local office would be back in contact to schedule her reservation. Our Peoria location contacted Ms. [redacted] back to again explain they only had one box available and she would need to travel to an alternate location to secure the needed equipment. Ms. [redacted] offered her apology and also explained Ms. [redacted] was told up front she would need to travel to secure the needed equipment. She also apologized for the added undue stress Ms. [redacted] experienced and because proper reservation policy was followed, a refund is not warranted.

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

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 discussed his concerns. He offered his...

apology on behalf of U-Haul and the manager involved. He assured Mr. [redacted] he is very familiar with our GM and he is normally not the type of person to be rude with our customers. Mr. [redacted] relayed that Mr. [redacted] accepted his apology.

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, 2013

Revdex.com ID#[redacted]

U-Haul Ref#[redacted]

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

[redacted] our President for our [redacted] regional office, followed up on...

the information Ms. [redacted]provided. He informed our office he spoke to Ms. [redacted]and advised her of a refund for $127 as requested. The refund should post on her next [redacted] 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

July 16, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of...

[redacted], followed up on the information Mr. [redacted] provided. He informed our office a refund for $400 was issued as an adjustment on their move. The refund should post on their next [redacted] 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

July 8, 2014

Revdex.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]...

[redacted] provided. He informed our office he has left several messages for [redacted] requesting a call back but has had no success in receiving a return call. A resolution cannot be reached until [redacted] can speak to [redacted] to discuss his 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 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

The breakdown of the rental charges are as follows:

24' Truck: $39.95

Mileage: $270.97 (343 miles @ .79 a mile)

Safemove Protection: $14.00

Appliance Dolly: $10.00

Furniture Pads: $10.00

Environmental Fee: $5.00

Fuel fill up: $212.50

Fuel Service Fee: $30.00

Tax: $20.16

Total: $612.58

Previously paid: $215.59

Balance: $396.99

As previously relayed in my last response, a refund for $100 was issued for the fuel in the first truck and a $100 VIP Certificate was issued for the inconvenience Mr. and Mrs. [redacted] experienced with the breakdown. I spoke with [redacted], our President for our Iowa regional office. He relayed their decision in the matter remains the same. Mr. [redacted] is responsible for the replacement of the fuel in the truck, as explained in the rental contract. Our billing department also advised me they still have an open billing account for the balance of the rental that was placed on a Promissory Note and sent in for collection.  I hope Mr. [redacted] will take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years.

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

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 have not, since shortly after our we returned the truck recieved any communication from uhaul. We never recieved a promissory note, and I would love to know what address they sent it to. I do not want a gift card from them and all I have ever asked is that they honor the verbal promise they made to us when the manager said to keep the truck as long as we needed and not to worry about the gas since we had filled up the broken truck.at this point, I am willing to offer uhaul $200.00 toward the balance they claim we owe, but only if I can use the gift card they gave us to pay $100.00 of that balance. I have absolutely no intention of ever using uhaul again, and should I ever need the use of a moving van, I will happily take my business to a competitor. This ordeal has been a headache and a half and uhauls refusal to simply apologize and make right a mess that they caused cements my opinion that they do not care about customer satisfaction.

Regards,

[redacted]-[redacted]

Thank you for your concern for our customer [redacted].Our records indicatea credit of $308.89 was refunded to Mr, [redacted] credit card on7/22/15.The credit shouldappear on Mr. [redacted] next credit card statement,Our customers are very important ro us and we regret to hear of situations that...

cause problems for them. Thank you for bringing this matter to ourattention 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 President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He requested we relay his response for Mr. [redacted] to your office:Mr. [redacted],I want to thank you for the...

opportunity to respond to this complaint, and your concerns within. In my Marketing Company we pride ourselves on exceeding our customer’s expectations. My staff and I make it a priority in resolving issues like this quickly and amicably.I would like to take a moment to address some of the claims made in this complaint. You began your letter with this statement; "I was informed that the truck had no issues and was great", we at U-Haul pride ourselves on our equipment inspection programs which conveys to our representatives as well as our customers that our equipment is rent ready and safe. That being said unfortunately equipment does experience mechanical trouble from time to time. In your case you experienced mechanical trouble first in Oklahoma, which U-Haul did send out a mechanic to repair and get you on your way. You declined to have the equipment repaired and elected to continue on your drive. Unfortunately you experienced another breakdown in Missouri, U-Haul sent out another mechanic who determined that the equipment could not be repaired on site but rather would have to be towed to the garage. Rather than increase your delays U-Haul agreed to trans load your belongings into another truck to get you on your way. The offsite provider stated that he had you sign the trans load agreement prior to the trans load. The provider also stated that you were completely involved and even assisted them in said trans load.On behalf of my Marketing Company and U-Haul I thank you for your service to our country. The concept of U-Haul came about when our founder [redacted] was unable to rent a trailer to move his belongings from one state to another after his discharge from the US Navy in 1945. 66 years later in 2011 U-Haul was ranked #53 of the Top 100 Military Friendly Employers from [redacted].While I regret that this incident has occurred it is important to me that you are clear on our resolve regarding this matter. Your claim for damaged cargo was reviewed by our insurance company RepWest who have concluded that U-Haul was not at fault. As for the $500 you mentioned in your letter; let me clarify; first of all the offer was $600, and was not intended to "pay you off", nor to settle your damage claim, but rather to compensate you for your time spent as a result of the mechanical trouble you experienced. We at U-Haul make every effort to provide safe rent ready equipment that is rigorously maintained and inspected. I do want to thank you for using U-Haul, and I hope that in the future you will consider us again for your next move.Respectfully yours,[redacted]Marketing Company PresidentU-Haul Company of [redacted]

[redacted]Phone: ###-###-####Fax: ###-###-####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

July 7, 2014

Revdex.com ID#: 10110824

U-Haul Ref#: 629716

Thank you for your concern for our customer Mr. Lowy.

Shawn Richardson, our Executive Assistant for our Brooklyn, Queens, Staten...

Island regional office, followed up on the information Mr. Lowy provided. She informed our office she spoke to Mr. Lowy on June 27th and they were able to reach an amicable revolution. A $30 VIP Certificate was sent to Mr. Lowy. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 Palmisano

Executive Assistant

U-Haul International

November 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], a Senior Customer Service Representative, reviewed Mr. [redacted]’s recent comments.  She sent him a copy of both his dispatch and return contracts per his request.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

April 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Brooklyn/Queens/Staten Island regional office, reviewed the information Mr. [redacted] provide. She informed our office she had left a message for Mr. [redacted] and he did return her call. She relayed that he was charged appropriately and the refund for the extra rental period was in the interest of customer good faith. As we value Mr. [redacted] as a customer, the VIP Certificate previously offered was issued to his email address. The Certificate 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.

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

September 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Representative, followed...

up on the information Ms. [redacted] provided. She issued a refund for the requested amount of $543.90 back to Ms. [redacted]’ [redacted] account, which 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,

Executive Assistant

U-Haul International

My complaint stands. None of the numbers add up and the explanation provided further proves incompetence. The representative claims a $5 fee plus two tolls at $1.96 for a total of $8.92. I paid this balance on September 19th. Now they are claiming 6 additional tolls for which they automatically debited $1.04. There are no 17 cent tolls in my area. Furthermore, I only received one citation number via email. It seems to me that these numbers and "citations" are being fabricated and that uhaul is completely disorganized at best. I am happy to pay what is owed as long as I receive an organized invoice with all citation numbers, any payments I have already made, and outstanding balance. I am flabbergasted that a company can take money out of my account without consent or proof.

November 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our GM for our U-Haul of Lawrence, reviewed Mr. [redacted]’s recent comments. He contacted Mr. [redacted] and discussed his concerns.  He explained our scheduling procedures regarding our reservations and was able to reach an amicable resolution.  Mr. [redacted] offered his apology for the confusion Mr. [redacted] experienced and issued a refund for fuel in the amount of $25.  Mr. [redacted] also assured him we do care about each and every one of our customers.  The refund was issued back to Mr. [redacted]’s [redacted] account and 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

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,

Mr. [redacted] did not have option to deliver the U-Boxes to the [redacted] office when I asked him to do that on July 22nd. He answered he can not arrange for deliver the boxes. So, this comment is unacceptable. Ether option does not make sense for covering cost for U-Haul company fault of delivering the U-Boxes to the ordered place. (See attached evidence) I confirmed one week before by e-mail for the deliver store and date.

Also, as for vehicle validation, I confirmed my vehicle can tow the boxes thorough U-haul web site. (See attached evidence).

U-Haul company provided totally wrong information to customer and put responsibility on customer by charging extra cost.

I had to wait three hours to get information about where the U-box had located and when I can get boxes on July 22nd. Then I was told that only option is to go 90 miles away Peolia office and get those boxes by using truck by myself. I already wasted 3 hours on that day and did not have time to argue about the situation. I went to the [redacted] office to return truck on July 23rd with my friend and tried to dispute the truck rental and gas fee. My friend called to Mr. [redacted] and left voice mail, but he did not call back. Then we asked store staff to call Mr. [redacted] from store phone and he picked up the call, but he refused to talk with us. And we did not have chance to dispute the extra fees. We were told that credit card is automatically processed after 7 pm, if Mr. [redacted] did not handle. So, we understood he intently refused to contact with us.

My friend called twice through the customer services, and they promised to contact me in 48 hours, but I did not get any contact. So, I contacted through U-Haul web site e-mail and had no contact. Then I called again through customer services, but I could not get any response and follow-ups from U-Haul. So, I decided to contact through Revdex.com in Iowa, but they could not get any response ether. I also send attached letter to U-haul customer complaint department, but no response.

I am simply asking to dispute the price($500) that I did not need to pay for covering U-Haul company fault. But they still focusing on the options they provided to cover their fault. I still can not understand why customer needs to pay for wrong information provided by service company.

If the U-Haul can not dispute the truck rental and gas fee, I need clear explanation for following items from U-Haul customer service and system service department manager.

- Why the U-Haul could not deliver the U-Boxes to the ordered place, even though their system replied to deliver to [redacted] office?

- Why the U-Haul could not notify the failure of deliver beforehand, even though they had order a week before the delivery date?

- Why the U-Haul online web site validated my car was able to tow the U-Boxes?

- Why customer service department did not follow up for the calls and e-mail that we did repeatedly?

- Why the U-Haul did not respond the contact from Revdex.com in Iowa?

- Why the U-Haul did not respond the letter sent for the customer complaint department?

On addition to that, when I was in Peolia office I was told about $2,100 to ship 2 U-Boxes that was far expensive price when I ordered through online for 3 U-boxes(about $1,400 estimate). But, store manager in Peolia office took care of this situation properly and figured out the price I ordered through was correct and the price showed up on the system on July 23rd was wrong. Even though he took 3 more days to figure out this system failure and delayed to ship out the boxes from Peolia, I really appreciate his effort. 

I hope U-Haul company understand their service quality and provide appropriate support for the customer about this complaint.

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

[redacted], our President for our Utah regional office, followed up on the information Ms....

[redacted] provided. Mr. [redacted] contacted Ms. [redacted] and promised to research the odometer on the truck they rented to confirm it is working correctly. He advised Ms. [redacted] of a refund for the $50 Reservation Guarantee Fee and a refund for $61 as an adjustment on their truck rental. The refunds were issued back to the Visa account used for the rental and 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