U-Haul International, Inc.

Thank you for your concern for our customer [redacted]. Please be advised the name listed on the rental agreement is [redacted].

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s [redacted] account ending in[redacted] on November 29, 2014. Ms. [redacted] spoke to Ms. [redacted] recently and advised her of a supplemental refund for $124 to help offset the inconvenience she experienced as well as losing her moving help. The refund was issued back to her [redacted] account ending in[redacted] and 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

January 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, followed up on the information Ms....

[redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained he was unable to verify the information she relayed and that a refund would not be issued. We had provided Ms. [redacted] what she had requested.

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 was told from Uhaul that I would receive a $50 VIP certificate. I never received the certificate.

Regards,

June 4, 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 Mr. [redacted] was contacted and offered an apology for the inconvenience he experienced. He also explained a refund for $30 was issued back to his Master Card 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

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

[redacted], our Executive Assistant for our Riverside Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund...

for the overcharge of the extra month rent in the amount of $229.65. The rental charges for each box per month were $89.95 plus $12 protection for a monthly total of $101.95 for two months rent = $209.90 plus tax, plus shipping and delivery fees for a complete total of $3,332.95. The refund for $229.65 should post on Ms. [redacted]’s 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

October 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Arnesha [redacted], our Executive Assistant for our Los Angeles West Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke...

to Mr. [redacted] and addressed his concerns.  He returned hitch for a refund of $321.31.  Mr. [redacted] should receive the check within the next 10 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 [redacted]Executive AssistantU-Haul International

February 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.

[redacted], our...

Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Ms. [redacted] was given a $35 discount at the time of rental and then a $25 VIP Certificate because the air conditioner was not blowing cold air. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

Ms. [redacted] spoke to Ms. [redacted] recently and advised her of a refund for $110.32 as a final resolution. The refund should post on her next [redacted] credit card statement.

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

Thank you for your concern for our customers Mr. and Mrs. [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 he spoke to Mrs....

[redacted] and offered his apology for the inconvenience they experienced because we were not able to provide them with a truck for their move. Mr. [redacted] assured them this was not normal practice and advised her of a refund for the $50 Reservation Guarantee Fee. He also asked her to call him in the future for any future assistance.

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 customer [redacted]. [redacted], our Executive Assistant for our[redacted] regional office, followed up on the information [redacted] provided and sent him the following email in response:

[redacted]...

[redacted]: I would like to apologize for the reservation issue that you encountered. We do try to fulfill as many reservations with our customer's preferred pick up times and locations however being that our equipment is constantly on the move, it is, at times, difficult to meet all preferences which is why we tell the customer during the reservation process that a local representitive will contact you the day prior before 6pm to schedule your pick up time and location. The reservation guarantee was put in place to give some compensation to our customers if we are unable to come to an agreeable time/location etc. I have reviewed the file and I do agree that you are absolutely due a 50.00 Reservation Guarantee payment. I have issued a check request in the amount of 50.00 which will be mailed directly to you. Again, my apologies.

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 Assistant U-Haul International

My previous request was for a refund of all late/penalty fees paid. Amount should be about $300 or more. Issues are late or inaccurate billings and abusive billing policies and fees. Refund all late/penalty fees paid.

August 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northeastern Pennsylvania Regional Office, followed up on the...

information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and explained our reservation is for a certain size of equipment and a preferred pick up location.  Every attempt is make to accommodate these requests.  There are times we may need to offer an alternate pick up location, which would be the closest location and available equipment.
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

[redacted]Senior Agent, Customer ServiceU-Haul InternationalAugust 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted] our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office when the rental was generated for the 15-foot truck, he accepted a $10 discount on the truck as well as a reduced mileage rate from $1.09 a mile to $.89 a mile.  He also received furniture pads and a dolly at no charge.  This resulted in a discount of $30 off the rental.  Mr. [redacted] used the equipment as contracted and completed his move.  Ms. [redacted] went on to say he was compensated for the inconvenience he experienced with the discount provided.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

January 7, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Don H[redacted], our Area Field Manager for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided and sent her the following emails....

 The first was sent on December 4th and the second on December 30th: Good morning, I have been assigned your concern for your recent Uhaul rental. I see that you did your contract for this rental at 11:38A on 11/27/15 Friday. The return was registered at 7P 11/28/15 Saturday. According to this a 2 day rental is in order. since your rental period started at 11:38A it should have been returned, not later than, 11:38 A on Saturday. SDince your return was at 7P on Satuy this would go into the second day for charges. No refunds authorized for this circumstance. The case for the miles I can only say this is the miles registered on the truck at the time of return. I cannot issue a refund for this rental contract in these cases. Don H[redacted] AFM Uhaul of So. PhiladelphiaGood morning, I see this occasionally when it comes to getting your rental early. Your rental time period started at 11:38 AM on Friday. The truck was returned to the dealer around 7: PM Saturday, based on a 24 hr rental period this would justify a 2 day rental charge. We (Uhaul) were under contract with you for this truck for this period. I cannot authorize a refund for this case. Don H[redacted] AFM Uhaul of So. PhiladelphiaOur 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

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company assured our office they are in the process of reviewing Mr. [redacted]’s claim and...

will be back in contact with him on their position.

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 18, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Southern Alberta Regional Office, followed up on the information...

Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and addressed his concerns.  Our agent did in fact advise Mr. [redacted] he could bring the truck back to the location and park it on the lot at his own risk.  However, because this location shares a very small lot with the shop, they cannot accommodate Mr. [redacted]’s request.  Ms. [redacted] spoke with our GM of our U-Haul lactation who reported that Mr. [redacted] was driving erratically on the lot and yelling at the center staff.  When approached, Mr. [redacted] stated he was allowed to leave his rented truck on the lot despite what the staff told him.  Ms. [redacted] offered her apology to Mr. [redacted] for both any wrong information relayed to him as well as any rude treatment he received from our GM.  She explained she spoke to both our GM and our Company President and assured Mr. [redacted] proper follow up would be done with all involved.  We want 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

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.By automatically charging the card previously on file (it has since been removed), which was not designated for automatic payment, my account became overdrawn. As a result, I was charged $37 by my bank (see attachment), which largely voids the resolution offered. While I acknowledge that there was no way  U-Haul could have known that making this payment would overdraw my account, and I am genuinely gratified for the waiver of the late charge, I wish I would have been allowed to make the payment of the amount due on my own. I would have used a different account. 

Regards,

June 1, 2015

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 Northern Minnesota Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. & Mrs. [redacted], Your most recent communication regarding your rental has been forwarded to my attention for review and resolution. I understand your frustration and the inconvenience you experienced as a result of the [redacted] you hired canceling on the day of your move. I have reviewed your file and it appears that you have been refunded for your [redacted] expenses. In regard to your request for a refund of the truck rental itself, the truck was utilized to complete your move and therefore I have no basis to warrant a refund as you are requesting. I wish to thank you for contacting us and allowing us the opportunity to respond. Thank you, [redacted] U-Haul Co. of Northern MN

 

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 30, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] regional office, followed up on the information [redacted] provided. He removed the 24-hour access off...

[redacted]’s storage unit when it was found [redacted] continued to sleep and hang out at the U-Haul location. [redacted] also would return to the U-Haul storage location to use the electrical outlets to charge his phone. Our employees felt threatened and unsafe while he was on the property. [redacted] has used foul language and threatened [redacted] with bodily harm. A refund is not warranted in this situation.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

August 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mrs. [redacted], our President for our [redacted] Regional Office, followed up on the information Mrs. [redacted]...

provided and sent her the following email in response:
Mrs. [redacted], My name is [redacted] I am the Marketing Company President for [redacted] U-Haul. I would like to first off apologize you had this experience. As far as the size of the truck goes I see in your Revdex.com claim that the truck was not the appropriate size for what you specified you needed. I apologize for that we recommend the 3-4 bedroom moves for our 24ft and 26ft trucks. There are a magnitude of factors that play into this. Size of furniture, how the truck is packed, how much stuff you have in the 3-4 bedrooms. I don't exactly know your situation but I do apologize that the equipment did not hold what you expected. For that reason I will refund you the $25.20. When you rent the truck you have to put the fuel back in it for what you used. If you didn't put fuel in the truck then the trucks would exentually become empty. We do not have runners that go and refuel our trucks. If we did we would in turn have to raise our rates a little to accomidate for that expense. For this reason I am not willing to pay for the fuel for your entire move. I will instead refund you $29 of the $58 fuel fee you requested. I feel you would have used half the fuel charged for one of the two trips you made. I will take care of the second trip as you had to use extra miles. The $30 service fee is what is costs the company to send someone to have to put fuel back into the truck. I will refund this $30 fee due to you not knowing about it. So I will be crediting $84.20 back to your card right now. I as well will be emailing you a $25 VIP that you can use for boxes, propane, your next rental or any other services U-Haul provides. Again I apologize for the inconvience. [redacted] Marketing Company President [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

January 19, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding [redacted] concerns to our office.[redacted], our President for our [redacted] Regional Office, reviewed the recent objection [redacted] filed with...

your office. He informed our office he would once again explain to [redacted] that per U-Haul policy, we do not accept partial payments. As soon as she is able to bring her account current, he will process the extra $60 payment. Currently she is in arrears in the amount of $132.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