U-Haul International, Inc.

September 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].  [redacted], our Traffic Manager for our East Bay Regional Office located in Oakland, CA, followed up on the information Ms. [redacted] provided.  She...

informed our office Ms. [redacted] was advised by email in August that we do not ship to England.  Ms. [redacted] also mentioned the telephone number they have for Ms. [redacted] is not a working number any longer.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

Thats completely wrong.Nobody contacted me .I received an email for the final bill thats how found out about the charge. As for me dropping the truck off and leaving, That's what I was instructed to do by the guy who rented me the truck. The place was closed when I got back,That's the point of the after hours drop which they told me to use.

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.No refund was received from the $201.46 I was overcharged.The refund of $100 is for a separate issue. The $100 refund reason is due to delivering the U-Box two days late ($50 per day as in U-Haul policy). It is clear on the phone call (when I placed the order), recorded by U-Haul, that I was told the total is $1609.57, but they charged my credit card for $1811.03. Further notes: I requested a copy of this recorded call, but U-Haul did not provide me with it. U-Haul clearly states that it records the phone calls to the customer service and it I need a copy I should request it.  

Regards,

October 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted], our Traffic Manager for our Eastern Florida Regional Office, reviewed Ms. [redacted]’s recent comments to your office.  She explained she contacted Ms. [redacted] and left a message offering her apology for giving the wrong number for [redacted] Insurance Company and that it was not intentional.  She provided the correct number and let her know they would need to follow up with [redacted] on her claim for damages.  Ms. [redacted] also explained the U-Box contract has been closed and there should be no additional charges and that she had refunded for the three months rent that was charged as well in the amount of $170.70.  She left her telephone number if Ms. [redacted] needed further assistance or had other concerns.  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,

[redacted] In response to your letter dated February 27, 2015, I would like to inform you what really happen with my phone conversation with [redacted]  [redacted] (U-Hauls Eastern Florida Regional Office).  Mr. [redacted] did contact me to inquire on the hitch & wiring and if it was installed.  I stated yes, I did get charged for installing the hitch, wiring & labor charge.  Mr. [redacted] stated that I did not get charged for the labor on the hitch.  I told Mr. [redacted] that he had been miss informed & I did get charged for the labor.  At this point, I suggested that Mr. [redacted]  look up the account and see that I did get charged.
 (Note: I felt I was being called a liar, so I gave Mr. [redacted] my credit card number & conformation number to look it up.)  After looking up the account Mr. [redacted] stated that I indeed paid labor charges and that U-Haul would be sending a check for the labor charge. I still feelthat this case was very unprofessional and that U-Haul needs to get their facts before calling a customer.  The sad part about this was that it was U-Haul’s “Eastern Florida Regional Manager”.

March 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be assured the information Mr. [redacted] recently relayed has been forwarded to the attention of our President for our Eastern Florida Regional Office for further follow up and corrective action taken as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We always welcome and appreciate customer feedback as it allows us to realize what programs are working and what areas need attention, including customer interaction with U-Haul staff members as was the case with Mr. [redacted].

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. I hope Mr. [redacted] will allow U-Haul to redeem itself in the future. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

December 18, 2013

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 sent Ms. [redacted] a response advising her that her refund was issued today and to allow 10 business days to receive the refund in the mail.

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 10, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

John M[redacted], our President for our San Antonio West Regional Office, followed up on the information Ms. [redacted] provided.  He informed our officer a refund for $50 was issued for the items not received along with a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Mr. M[redacted] explained a message was left on Ms. [redacted]’s voice mail relaying this information.  The refund should post on her next [redacted] credit card statement.

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.

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
Tell us why here...

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. However, I do feel that the clerk should be reprimanded for the lack of customer service.

Regards,[redacted]

December 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Colorado regional...

office, followed up on the information Ms. [redacted] provided. She informed our office a meeting took place with Ms. [redacted], Ms. [redacted], Mr. [redacted], our President for our regional office, and our GM of our U-Haul Center. Our GM apologized to Ms. [redacted] and the damage charges were waived along with the extra day charges.

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, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]0   Thank you for your...

concern for our customer Ms. [redacted].   Kelley E[redacted], our GM for our Norristown Moving and Storage, followed up on the information Ms. [redacted] provided and sent her the follo[redacted] email in response: Hello [redacted], Thank you for taking the time to speak with me this afternoon. I have authorized a refund to your credit card of $26.75 which represents the charges you received for the furniture pads and the associated tax. I am sorry for any incovenience that this may have caused you. If you have any questions, please feel free to let me know. Kelley E[redacted] - GM Norristown Moving and Storage. 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 allo[redacted] 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]. I have spoken to U-Haul and my issue was assigned to [redacted] and he has refunded half of the cost that I paid for my truck rental. I have received my refund on 05/29/2014. My Issue has been resolved. Thank you for your assistance with resolving my issue.

Regards,

June 25, 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 Southern Georgia Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She also sent her the following email as a follow up to their conversation:

Hello again Ms. [redacted]: As promised during our phone conversation of today, I contacted our Credit Department and they deducted the $ 44.51 from your Promissary Note of $ 102.42, leaving a balance due of $ 57.91 which you promised to pay tomorrow, Friday, June 26th. You may pay this amount due either in person at the Box Road Moving Center, where you rented the truck, or you can pay over the phone with our Credit Department, using your debit or credit card. Their phone number is ###-###-####. Any one of our agents that answer the phone will be happy to assist you. For faster service, please have your contract number handy when you give them a call. We appreciate your business and look forward to serving you again soon! Warm regards, [redacted], Executive Assistant U-Haul Company of Southern Georgia ###-###-####

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 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Clearwater Regional Office, reviewed the recent comments from Mr. [redacted]. He explained a refund for the labor of the hitch was issued in the amount of $128.40. The only amount left on their [redacted] is $42.75. The remainder of their claim is with [redacted]. Mr. [redacted] also assured our office he would follow up on the information Mr. [redacted] provided in order to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

[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,

June 10, 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 Western New York Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office that our GM of our U-Haul Center involved contacted Mr. [redacted] and Mr. [redacted] indicated he no longer wanted the hitch installed and he would be renting out of Cape Cod.

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 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Tamrat M[redacted], our GM for our U-Haul Moving and Storage of Ottawa, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good morning Mr. [redacted], Thank you for contacting us regarding your UHaul rental in September last year. As you can see in the attached file, the UBox arrived in Dartmouth, NS 3 days before its due date. You did receive an automated email when the box was shipped and when it arrived. I do apologize if there was any inconveniecne at the destination location. Thank you Tamrat M[redacted]e  General Manager U-Haul U-Haul Center of Ottawa [redacted], ON k1k 2c5 phone: ###-###-#### 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.

[redacted] did call me however, they only credited my account for 19.95 and not 37.05.  I spoke to him countless times and even sent him a copy of the bank statement.  They took 37.05 off of the card and that's what I want credited back to my account.  Honestly, I should get everything back due to the fact of their unprofessionalism and disgusting customer service and lazy employees.  I will never do business with them again and neither will my friends or family.  The fact that this situation is still not resolved and it's been over a month is ridiculous.

Regards,

December 4, 2013

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. He sent Ms. [redacted] an email advising her to file a claim with [redacted] at ###-###-#### for items she feels were damaged while in a U-Haul storage unit. He also provided his email address if Ms. [redacted] had further questions.

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 23, 2014

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Chicago and Chicago Western Suburbs regional office, followed...

up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology and was able to reach an amicable resolution. A refund for $150 was issued as an adjustment and Ms. [redacted] assured Ms. [redacted] they would follow up on the information with all involved to ensure proper procedures are being followed locally.

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