U-Haul International, Inc.

I still would like to file a fraud complaint the business put my name on a second storage space without my knowledge and did it while I wasn't even present and they had already been rummaging through my mother things in her first storage space and when she opened a second one they waited till she left I'm assuming and put the second one in my name and I'm assuming because it would automatically put her 2nd space in ddefault with the first one I would like for them to show me a copy of the 2nd storage space because I'm sure the signatures dont match

April 18, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: 1071011

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

Shari L[redacted], our Executive Assistant for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee.  The refund should post on his 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,
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate UHaul finally owing up to their mistake, however, $300 does not even cover the hotel fees I incurred during the delay. They come out to a total of $596.00. At the absolute minimum, that is what UHaul needs to reimburse. Since they have already given me $300, I expect another $296.00 minimum. Again, this is merely my fees incurred and does not cover the outright lies, deception and utter rudeness from UHaul, or the 7+ hours I have spent on the phone trying to resolve this issue.

Regards,

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,

U hauls problem starts at the very top. Joe Shoen, the CEO. He does not care about anyone, not his customers, not his employees, no one. He is in it for the money. His senior management is lead by example. They have no accountability, not to their customers or their employees. Why do I say this ? Just try complaining. The corporate number is 602 263- 6011. Ask to speak to an executive. Good luck, they have protocols. So your sitting on the side of the road with a broken truck, their protocol is that they have 72 hours to even start to care. Go to a local office, ask them to call their corporate office, "our phone system doesn't work like that". I went for a hitch install, a 1 hour appointment at 9 am. At 12:30 I called my wife to come pick me up. At 3 pm U Haul called to say they couldn't complete the job, I should take it to one of their competitors. " why cant you finish the job" " well our drill broke & our regional manager will not allow us to go buy a new one" !! Isn't that a fundamental tool of your trade. Well we have one on order, it should arrive on Saturday. ( today being Tuesday). You can bring it back them. But I'm leaving on that day. Give me your managers number so I can call him. No he doesn't have a number & we cant contact him.( Incidentally, his name is Bob Magyar & his number is (813) 247-6101. Regional manager of the Tampa Bay area) but he doesn't answer the phone or talk to unhappy, frustrated customers. It's not protocol. Looking after the company customers is not protocol. Counting the money, that's protocol. Currently the store general manager has gone home & got her husbands drill, that also broke & they will not reimburse her. She has gone off shopping for another drill out of her own pocket because her regional & corporate people wont support her. What a classy outfit. I suggested I could send an email to the CEO explaining what my experience is but he does not accept emails from his customers, the peons. It's not protocol. I think in this case CEO stands for Chief Executioner Officer. Do you think a company this arrogant can sustain. I know I would rather take a beating than spend another red dime with them.

Thank you for you for your continued concern for our customers [redacted] and [redacted], our Traffic Manager for our [redacted] regional office, reviewed the information Ms. [redacted] provided and relayed that he issued a refund for $50 on January 2nd back to the [redacted] account listed on the rental contract. The refund should post on their 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

April 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:Mr. [redacted], I received notice of your concern from the Revdex.com of Phoenix, AZ. I want to attempt to clarify our program and resolve the concern regarding the free month of storage which UHaul offers. The free storage we advertise is only at UHaul-owned facilities, which near your destination is the facility in [redacted] that you mentioned. If you discussed storage at the dispatching location and they failed to explain this I apologize. At any time during your trip we could have changed your drop off location to [redacted] at no cost. We could have also made you a reservation there for storage and you could have still dropped of the truck at the [redacted] location. I do not show any records of you calling to review other options. We do not own or manage the storage business at [redacted], so I am unable to give input regarding the charges discussed and agreed upon with [redacted]. That being said, I will refund your credit card $36.75 to hopefully alleviate this situation some. I appreciate your feedback. Regards, [redacted] Marketing Company President UHaul of [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

March 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a message was...

left for Mr. [redacted] advising him that a refund had been issued back to his credit card 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,[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.

I returned the phone calls, and left a message with reception.  When I still did not hear back, I called again, at which point I was told that they don't really do messages, despite the fact I was told my message would be relayed.  I then sent an email with the details, which I received no response to.  When I followed up, [redacted] said she had emailed me back for additional information including the receipts.  That was two days ago, and I am currently collecting the receipts to send back.  

Regards,

March 11, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jon S[redacted], our President for our Western Georgia Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office his decision on the matter remains the same.  Mr. [redacted] was advised of the cleaning charge and the charge will stand. 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 [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.There was really no resolution.  I cancelled the reservation because as I stated, when I spoke with the U-Haul company in Port Washington, he stated he would not have a truck for me and recommended I call U-Haul directly, which I did.  The representative I spoke with said she could not tell me where I would be picking up a truck or even IF they would have a truck for me.  Since I had also hired Moving Help through the U-Haul website and since said Moving Help was going to be driving the truck for me, and since I wasn't sure where I was getting a truck or even IF I was getting a truck, I went with a different company.  I had no choice, I couldn't be paying for Moving Help and not have a truck or paying the Moving Help for two hours just to drive someplace, God knows where, to pick up a truck.  Not to mention there was absolutely no offer of assistance or any type of effort at a solution by your customer service person.  Horribly rude and nasty. 

Regards,

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,

December 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our GM of our U-Haul Moving and Storage of Downtown San Francisco followed up on...

the information Mr. [redacted] provided. He informed our office a refund will be issued to Mr. [redacted] for the charge of the delivery fee in the amount of $486.30.

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 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted], our President for our Orlando Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office, although he feels we are not responsible for the damage, he has since contacted Ms. [redacted] and will pay the claim in order to bring closure.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

September 21, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Pittsburgh Regional Office reviewed Ms. [redacted] recent comments and and sent her the following email in response:[redacted]:I have reviewed your reply to the Revdex.com. The equipment in question is currently at a maintenance facility for routine scheduled service and I will relay your concerns to the facility for inspection while it is there there thank you. I have provided copies of your signed rental agreement (in your name) shown below, for the rental in question which clearly shows that the location did in fact have authorization to charge the card used for this rental. Again, we stand by the decision of the Glenshaw location to collect the charge due for this rental per the terms on the rental agreement and are considering this matter resolved. Might I suggest that if you rented this truck for a third party that you seek reimbursement from that party.Thank you,[redacted]Executive Assistant MCO 809[redacted]Glenshaw PA 15116We 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.[Provide details of why you are not satisfied with this resolution.]

Regards,[redacted]

June 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 [redacted] and [redacted]...

regional office, followed up on the information Mr. [redacted] provided. She informed our office she issued him a refund for $155.08 for the sales items he did not need. She left him a message requesting a return call to obtain additional information for the extra fee of $17.27.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

After reviewing my credit card statement, I did not find where the charge actually went through.  Do not know why I received an email from U-Haul stating the charge had been made.  I reserve the right to settle this at a latter date if I see the charge appear on a subsequent statement.

Regards,

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. She advised Mr. [redacted] she would work with him on providing him with another parking space for the same price,...

however, Mr. [redacted] moved out the following day.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

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.

Still waiting for the money refund!  - Also, I can't see attached to your message any recent update from U-haul as per my email communications with Mr. [redacted] and his staff, therefore, I don't know what would be the latest update that your office received from them; please advise if emails evidence will be required.

Regards,