U-Haul International, Inc.

July 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our President for our Saint Louis Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed the facts of the situation are as stated previously in my response to your office on June 14th.  Our GM did not fabricate any of the information as Ms. [redacted] alleges in her reply.  Please be advised 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

Senior Agent, Customer Service
U-Haul International
Cell ###-###-####

[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,

[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.Thank you,[redacted]

April 23, 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 Central Alabama Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] to discuss his concerns but he did not wish to listen to her explanation and disconnected the call. She called him back but the call went directly to his voice mail.

Please be advised when a reservation is made, our Traffic Team accesses the equipment location logs and schedules and finds the best match to our customer’s request. We then contact our customer in order to come to an agreement on the size, place and time the equipment will be available. After that agreement is made, if we fail to have the equipment at the time and place documented in the agreement, we offer to pay our customer a $50 Reservation Guarantee Fee for that failure. This was the case with Mr. [redacted] because it was necessary that we ask him to drive to an alternate pick up location to secure the needed equipment. Having to offer other options can be due to various reasons, which include a previous customer not returning the equipment on time or dropping off at a different location, as well as equipment malfunction. Also please be advised that Ms. [redacted] issued a refund to Mr. [redacted] for the $50 Reservation Guarantee 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

[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 10192128, 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,

Larry [redacted]

I really don't think it's fair that I was given the wrong information and yet I still have to pay for something I was told I would not be charged for. I'm sure they probably have recorded audio on their phone system and that they would be able to see that I am not lying.

July 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr....

[redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $75 for the fuel. The check was mailed on July 8th from our Phoenix office.

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 find that this resolution would be satisfactory to me. Many thanks to UHaul! I have been and will remain a loyal customer.

Regards,

January 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office, reviewed the information Ms. [redacted] recently provided. He advised our office he attempted to reach Ms. [redacted] at both telephone numbers listed in order to personally address her concerns, but has not received a return call from the messages he left. In case Ms. [redacted] misplaced Mr. [redacted]’s telephone number, he can be reached at ###-###-#### or direct at ###-###-####.

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

June 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island, NY regional office followed up on the information Dr....

[redacted] provided and sent him the following email:[redacted], hello I was just notified of the issues you had with the ubox. I do fully apologize for the delays and poor behavior on our end. I will 100% go over the attitude and demeanor of employee versus customer interaction next week at our EOM meeting. I also apologize for the delay in being charged for the Ubox. I see you were charged on 6/10 for $2112. It was charged late on our behalf and that was a mistake. I am approved to give you the refund of 10% to the cc that was charged on the 10th. The amount will be $211.20. you will see it in 1-5 business days. I am sorry for any inconvienence you had and hope you have a great week. [redacted] U-Haul Marketing Company President of Long Island, NY [redacted] Cell: ###-###-#### Office: ###-###-####
Mr. [redacted] advised our office a check for $211.20 was issued to Dr. [redacted] instead of a refund to his credit card as previously relayed. Dr. [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,

Executive Assistant

U-Haul International

July 1, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted] advised our office they did an investigation on...

[redacted]’s rental concerns. They relayed [redacted] rented a U-Haul trailer on April 13th and elected not to purchase the optional Safetow Protection coverage. Safetow Protection covers the renter from damages done to the U-Haul trailer and cargo while on rental. It serves as a collision protection so the renter is not liable for any damages done to the trailer. On April 14th [redacted] returned the trailer. Her rental contract notes the trailer was returned with a bent tongue as if it jack-knifed. Estimated repairs came to $300.40. U-Haul attempted to collect for damages on the credit card used for the rental, however, charges were declined. The only amount collected was for the trailer rental itself in the amount of $22.53.

It has been explained several times to [redacted] by [redacted] and subrogation specialist that $22.53 was for the rental and $300.40 is still outstanding for the damages. [redacted] owes for the damages done to the trailer. There is no outstanding charge for the actual rental of the trailer.

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 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]-[redacted], Senior Staff for our Brooklyn, Queens, Staten Island...

regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. She addressed her concerns and explained that what was on her printable version of her online reservation was exactly what she had ordered. She also explained the price she agreed to for shipping the U-Box is not inclusive of the price of the U-Box and insurance. Ms. [redacted]-[redacted] offered to send Ms. [redacted] a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] requested a full refund, which is not warranted and will not be 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,

Executive Assistant

U-Haul International

March 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Riverside regional office, followed...

up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund for $79.95 she issued back to his Visa 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

Hello

This compliant is in regard to a car hauler trailer that I rented down in the Trussville AL area. It was a one way rental back to Prudenville MI. I rented the car hauler on August 10th about 4:00 pm and I returned it to the U-Haul location in Prudenville MI at 9:00 am on Friday August 12th. U-Haul charged me for a 5 day rental. I had the trailel for two days. U-Haul told me that this is their policy and no credit or refund would be offered.

I believe that this is a ripoff !!! A charge of $ 672.75 for two days. Renter beware !!!

Purchased 10 storage boxes from U-Haul located at 3947 Peachtree Rd Ne Atlanta, ga. 30319. Noticed that the boxes had a strange odor, strong smell of vomit and/or garbage. Each box reeked of this odor inside and out, tried to spray them with air freshener nothing removed the stink, contacted the manager of this location informed them of the problem never received a call back or new boxes.

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

[redacted], our Executive Assistant for our Northern Minnesota regional office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] on June 26th and left a message...

explaining it was her understanding that our Traffic Manager, [redacted], assisted her to her satisfaction, that the boxes were in Duluth ready for her move and to call her with any further concerns she may have. She is willing to offer a resolution when she hears back. As of yesterday, June 30th, Ms. [redacted] had not received a return call.

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], our Field Manager for our U-Haul Storage Centers of [redacted], followed up on the information Ms. [redacted] provided. He advised our office he left a message requesting a call back to personally discuss their concerns and...

hopes to hear back soon.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

March 30, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate U-Haul processed the charge and the credit on the same day, March 21st, to...

Ms. [redacted]’ [redacted] account. However, a bank has up to 30 days to post the transaction to the account. Our GM for our U-Haul Moving and Storage of Elyria, [redacted], advised our office he personally handled Ms. [redacted]’ truck rental and she used her card as a debit transaction. Mr. [redacted] explained to Ms. [redacted] how the refund would take place. Ms. [redacted] went as far as to pause the rental and checked the balance of her bank account on her phone. The total amount collected was $54.16 for the 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

[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 am read to move foward with the discussion of compensation for the loss of my belongings. But, is the company willing to discuss reimbursement of the monthly payments directly from my account; which weren't beneficial to me as a customer at  all?) I will wait for the business to perform this action and, if it does, I will consider this complaint resolved.

Regards,[redacted]

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.

The $50.00 VIP credit is insufficient for the time and energy I spent trying to defend the contract the I had with Uhaul. Additionally, the price I received for the truck was not a lower rate, but rather the rate I was supposed to be guaranteed. So the offer I make to Uhaul is that either issue a $50.00 check instead of the VIP credit OR issue a check for my gas and expenses ($35.00) I incurred for having to drive to two locations to get the Uhual truck. 

Regards,