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.
they did not refund the money I was asking for  

Regards,

December 5, 20131

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Northern Colorado regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $211.44 as requested back to his credit card on file. 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

May 5, 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 Southern Georgia Regional Office, reviewed Mr. [redacted]’s recent comments. She relayed that Mr. [redacted]’s trip went well and he did not experience any issues with the U-Haul truck. She reiterated that the $50 Reservation Guarantee Fee was issued along with a $20 VIP Certificate. No further refund or adjustment is warranted.

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

January 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted]Angelique F[redacted], our Executive Assistant for ou[redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the...

following email on January 5th in response:Hello Mr. [redacted] I wanted to thank you for taking the time to talk with me last night about the complaint that was put in, and also apologize for the inconvenience on your rental. I wanted to let you know that I have reviewed the file over with my MCP and we will be issuing you a $50 Reservation Guarantee today. This will go back to the card we have on file. Please allow 3-5 business days for this to show. If you have any concerns please feel free to contact me at anytime as I have left you with my cell number. Kind Regards, Angelique [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,Maria P[redacted]tU-Haul International

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 his staff contacted Ms. [redacted] and offered an apology for the inconvenience she experienced. Mr....

[redacted] relayed that the delivery of Ms. [redacted]’s boxes were scheduled and there will be no charge for the pick up or delivery.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 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,

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.

U Haul only paid $843 of the $893 that was agreed upon over phone when this first occurred and per their response back.  I have attached a copy of he receipt that was provided to us.  I only received one email with a certificate number for $300 to be used for moving help (attached email) that was all used to help with this move.  I had to coordinate all the moving help after several attempts and promises that u haul would do this for me.  I have not been reimbursed (non-certificate) for the one day shipment of my key totaling $24.18.  I have also not been reimbursed for the items I had to purchase due to my missing  UBox and then delayed retrieval of my UBox totaling $400.  I would like to still be reimbursed for a total remaining balance of $473.18.

Regards,

November 24, 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 Gainesville Regional Office, followed up on the information Mr....

[redacted] provided and sent him the following email in response:

Mr. [redacted], My name is [redacted], I am in the Gainesville location that handles the area where you rented. The charges you recieved are less than the one way rate to the location you actually dropped the AT. I understand that you had an issue with your vehicle so we have charged you the one way rate intead of the intown rate so that you could drop it where you did instead of bringing the equipment back to Palatka. There will be no refund at on the equipment that you rented. This is not considered fraud is simply turning your intown rental to a oneway rental for your convienence. Thank you Respectfuly [redacted] Executive Assistant

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 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Dawn S[redacted], our Executive Assistant for our Idaho Regional Office, followed up on the information Mr. [redacted]...

provided.  She informed our office she spoke to Mr. [redacted] and explained both contracts were refunded and a $50 Reservation Guarantee fee had also been issued.  Our records indicate a $50 VIP Certificate was issued to Mr. [redacted] on August 1st.  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 P[redacted]
Executive Assistant
U-Haul International

January 4, 2016Revdex.com ID#: [redacted]Thank you for your concern for our customer Ms. [redacted]

Jeff L[redacted] our GM for our U-Haul Moving and Storage at Hwy 367, followed up on the information Ms. [redacted] provided.  He informed our office he left a message for...

Ms. [redacted] explaining we didn't charge her the remaining balance but the letter was sent before she moved out of her storage unit.  Mr. Long relayed there was not an outstanding amount owed to 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,Maria P[redacted]Executive AssistantU-Haul International

April 21, 2014

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 Brooklyn/Queens/Staten...

Island regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and discussed his concerns. He offered his apology for the inconvenience he experienced and advised him of a refund for the extra day charge of $33.81 although his rental did go into another rental period. The refund should post on his next [redacted] credit card statement. The VIP Certificate that was previously offered was not issued since Mr. [redacted] had declined it. The citation issued on the truck was mailed directly to the U-Haul Company since the truck is registered to U-Haul. While researching the ticket, it was found the truck in question was in Mr. [redacted]’s possession at the time of the ticket, thereby making Mr. [redacted] responsible for the fine.

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].Although we strive for 100% satisfaction when providing the requested equiopment at a preferred location, there are times we may need to schedule the pick up at an alternate location. Having to schedule an alternate location can be due to...

various reasons such as the previous customer dropping at a different location, keeping the equipment longer or equipment malfunction, just to name a few. When we can not schedule a pick up at the preferred location, we try and provide equipment at the nearest location possible. Ms. [redacted] was provided with an extra day and extra km’s to complete her move, however, monetary reimbursement 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,[redacted]Executive AssistantU-Haul International

December 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Virly W[redacted], our Executive Assistant for our Central Georgia Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she...

spoke to Ms. [redacted] and also requested photos of the hitch that was installed from our GM to verify the quality of the installation and determine a fair resolution.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 AssistantU-Haul International

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our East Dallas Regional Office, followed up on the information Ms. [redacted]...

provided. She informed our office Ms. [redacted] was contacted and advised of a refund for the month of rent.

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 31, 2014

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 agreement.

[redacted], our President for our...

[redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he made two attempts to reach Ms. [redacted] or Mr. [redacted]. He did get an answer the 2nd attempt and Mr. [redacted] relayed he’d have to call him back. Mr. [redacted] is awaiting a return call at this point to personally address their 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

Thank you for your concern for our customer Ms. [redacted].[redacted], Senior Staff for our [redacted], [redacted], [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She...

advised her of a refund for the difference that was paid in the amount of $92.75 that was issued back to her [redacted] account. The credit 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,[redacted]Executive AssistantU-Haul International

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for [redacted] regional office,...

followed up on the information Ms. [redacted] provided. He advised our office he attempted to reach Ms. [redacted] but was unsuccessful. He explained his office covered Ms. [redacted]’s reservation and the shipment has been scheduled and appears to be on time with no issues. Ms. [redacted] can reach Mr. [redacted] at [redacted] or direct at [redacted] to discuss her concerns further.

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

April 27, 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. He informed our office he is currently...

working with Mr. [redacted] and waiting for him to file a claim in order research the situation and reach a resolution.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.The original complaint was filed with the "Desired Settlement" to be a "Refund-Check" - We have moved and are no longer near the U-HAUL moving & storage location.  Please send the refund via check.

Regards,

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 attempts were made to offer Ms. [redacted] a settlement but...

they did not hear back from her. Ms. [redacted] relayed that Ms. [redacted] was aware of the auction date as well as was called numerous times. Payment had not been made on the units for six months. Ms. [redacted] assured our office proper steps were taken on the storage units before the auction. They tried to work with Ms. [redacted] by offering a settlement so the auction would not take place. Please be advised that having to proceed with an auction is a last resort to receive past payments. We would rather see our customer retrieve their belongings than to have to auction them in order to receive past payments.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