U-Haul International, Inc.

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

Our records indicate a check for $160 was issued in the name of [redacted] on August 19th and cleared the bank on August 26th. I...

apologize for the inconvenience Mr. and Ms. [redacted] experienced for the delay in receiving the refund.

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 14, 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 Lower Hudson Valley regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] as did other U-Haul representatives on different occasions. Mr. [redacted] was advised he settled his claim with RepWest Insurance Company for his damaged items. Damage did not occur from the shipping of his items, therefore shipping fees will not be refunded.

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 think I have provided all the details that I am able to provide at this point but I am 100% NOT satisfied with this response which amounts to nothing more than a palm off from Uhaul. Bottom line is I paid them to move and store my items, they were damaged EXTENSIVELY during the time they had them due to improper storage conditions and not being stored under the correct covers or inside as advertised. (from u box site "Storage:U-Box pods offer both on-site and secure warehouse storage options for your short and long term needs.") They were neither secure nor in a warehouse!!!

They have made huge amount of money on my move, and I am massively out of pocket and have suffered considerably at their hands. I will not be satisfied until I get a refund.

Regards,

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted]

[redacted], our Executive Assistant for our [redacted] Office, followed...

up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed their concerns. She offered to issue them a refund for $500 as an adjustment on their move. [redacted] advised her he would need to call her back.

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.While we appreciate the response given by Uhaul, their proposal to research the issue does not resolve anything at this time. If we accept this response then the Revdex.com will consider the matter resolved, which it is not, and we feel that to truly get any results from Uhaul the Revdex.com has to be actively involved. 

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,

The refund of the wiring was done back in March (after a particularly bad customer service experience - see previous correspondence.  The refund was a result of them failing to properly diagnose and correct the problem.  The refund covered this wiring which was all completely removed from the vehicle.  Why would I be expected to pay for a product that was essentially returned?  The refund was not a goodwill gesture but instead and refund for returned good.  
I am still out of pocket after this refund because I had to take the vehicle to another installer to have wiring installed that actually worked so that I could legally tow. In the end, it ended up costing me more to go to U-Haul than had I had a complete package (tow bar and wiring) installed by another provider from the onset.  Again, the refund covered wiring that was removed and returned to U-Haul.
To date, I have not be compensated in anyway for the additional out of pocket expenses I incurred having to have another installer provide working wiring.  I made multiple trips to U-Haul with a ride following (cost of gas times two vehicles), I spent considerable hours sitting in your parking lot waiting for the installer to diagnose and correct the malfunctioning wiring, I even ended up taking a day off work to call around to other installers/dealerships to attempt to trouble-shoot the problem and figure out a solution since no one at U-Haul could be bothered to act on my behalf.  
I am still seeking a further refund equivalent to the cost of my having another provider install wiring since U-Haul was unable to get the problem sorted.  I paid for a lifetime warrantly on the hitch and wiring. Esssentially, U-Haul is not/did not honour their own warrant that they sold/promised me.  If they did not have the knowledge or ability to correct the installation themselves, they should cover the cost for another provider to do so.

March 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Harrisburg regional office,...

followed up on the information Ms. [redacted] provided and advised our office Ms. [redacted] was contacted and her concerns were addressed. Ms. [redacted] was informed that a refund for the full amount of the rental in the amount of $60.20 will be issued back to her [redacted] card account 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

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Gm for our U-Haul of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] on...

or about March 10th to obtain additional information and advise her that the charges had been corrected and a refund for $94.91 was issued back to her Visa account. The refund 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

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 must admit that once I began posting on U-Haul's [redacted] page they (UHaul) was very quick to respond and refund the money that I was due. But if you look at [redacted] response it will show you that the cause of the issue has probably not been addressed.  The Issue here is --I PAID FOR THE RENTAL OF THE TRAILER BEFORE I LEFT UHAUL'S PROPERTY ON 11/4/14. But they still thought it was appropriate to charge my card on 11/5, 11/10 & 11/18-- My question is WHY? & where is uhaul's customer service?  I have yet to receive any explanation for this obvious lack of security which is coupled with a blatant disregard for their customer's financial records. So yes I did accept the $$ that uhaul OWED me.. But I feel I am owed an explanation as well as some other form of  compensation Regards,[redacted]

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

[redacted], our Traffic Manager for our Raleigh regional office, followed up on the information Ms. [redacted] provided. She attempted to speak to Ms. [redacted] but...

reached her voice mail and left a message. She offered her apology for the inconvenience she experienced with her move and advised her of a refund for the $50 Reservation Guarantee Fee. Ms. Pegram also explained that other options were offered but declined. Ms. [redacted] did accept the offer of the truck in Saluda, VA and agreed to the terms, therefore, no further refund will 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

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 were three people on the phone call with U-Haul's agent.  How did three people misunderstand

Agent?  The phone number that Uhaul agent [redacted] reserved my reservation on was [redacted].  Please refer to that phone conversation that the reservation was made from.  I even verified the amount for 380 before I gave her my card number.  I am extremely I'm unpleased with my service still and would never use U-Haul ever again.  [redacted] lacked in his job as a supervisior by just emailing me this very generic email and has not done his job in taking care of this matter in a professional manner as a customer service supervisior.  He never even contacted me by phone as I have tried to contact him today. I would like for Revdex.com to review the phone call that they were able to pull.

Regards,

Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted]. He explained that after another review of the situation, their resolution remains the same. He relayed that this was always a one-way rental and charged the same rate as quoted.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.

I've attached a copy of the original contract from Uhauls website.  Let me know if it doesn't come through and I can email it.  It has a total charge of $165.37.  I would like a detailed explaination of the charges at the stated rates on the contract.(Safemove was $14).  Even with the $30 "fuel charge" returned that leaves $135.37.  That over the 131.60 original estimate which was for 80 miles(47 mile used stated on the contract).  At the stated rates on the contract, at 47 miles and $14 ins., the total bill would come to $95.91 including taxes. Thats a $69.46 overcharge according to Uhauls own contract.  I would then like the remainder of the over charge returned to my account.  I have filed a dispute through my Credit Union and MasterCard for the remainder of the overcharge.  I will drop the dispute as soon as the balance is returned.

   

Regards,

October 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted]’s recent comments to our office.  [redacted], our President for our Las Vegas Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed he has spoken to Ms. [redacted] on several occasions and explained just because the car dealership doesn’t recommend her towing a trailer, doesn’t mean it can’t be done.  Please be advised we go through thorough testing on vehicles to make sure we recommend safe hook-ups.  Mr. [redacted] apologized to Ms. [redacted] for what happened to her car but also explained we are not at fault and a refund will not be issued.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.

Unfortunately, the problem is still not resolved.  I was charged again for the amount of $32.36 on 8/27/14 from location U-HAUL-STG-CHESTE [redacted], PA.  This is the same location where the problem first occurred.  I have not visited or rented any equipment from Uhaul so this charge is fraudulent.  I have attached a snapshot of the charge that was posted to my credit card for your convenience.    

Regards,

Please be advised that I appreciate the offer fir the smaller truck but I do not have support people to assist me during the time that you have placed the offer given it us for Friday morning and day and I was originally scheduled scheduled to pick up the truck on Friday after work for my move on Saturday when I have the movers available. This is really not a reasonable offer but rather something cobbled toget her so you can say you did offer something even though it is outside the time frame when I have support to help with the move and not to mention the truck is half the size meaning more trips and more kilometers you can charge me. All I  an say wow what a business model. Guess that's what happens when there is limited competition and minimal accountability.Shame on you. 

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,

August 19, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

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

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

I will visit the location later today and check into your rental. I will also inform him that before he finishes a contract out if the fuel is not correct to call the customer first before charging. We thank you for your business and we want you to have nothing but the best experience possible during a hard time of moving.

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 Field Manager for our U-Haul Company of Tidewater located in Portsmouth, followed up on the information Ms. [redacted] provided. He informed our office a full refund for the truck and...

auto-transport was issued to Ms. [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

[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,