U-Haul International, Inc.

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern New York regional...

office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and addressed her concerns. She explained that since she did accept Safemove Protection, a walk around would not have been necessary. She also relayed a full refund was not authorized or warranted. [redacted] again declined the $20 refund previously offered by our Albany U-Haul Center. She also relayed she was disputing the charges with her bank. [redacted] advised [redacted] she would research to see if she could find who she had spoken to but again stated a full refund would 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 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company regarding the recent information Mr. [redacted] provided. They informed our office damages were covered by the purchased Safemove Protection, therefore, any charges for damages will be removed from the rental and only the rental fee will be applied.

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

February 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Ms. [redacted] provided. She informed our office they found no mechanical issues with the truck Ms. [redacted] rented but asked that we pass on her apology for any inconvenience she experienced. Ms. [redacted] also mentioned that the reason Ms. [redacted] was put on E-Alert was due to her verbal abuse toward our U-Haul Center staff and the continuous harassment she caused toward them. A full refund for the rental in the amount of $251.99 was issued back to Ms. [redacted]’s [redacted] 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

January 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our Hawaii Regional Office, reviewed the comments Mr. [redacted] relayed to your office.  He informed our office he has left three separate messages for Mr. [redacted] requesting a return call.  He would like the opportunity to personally speak to Mr. [redacted] to clear a few discrepancies in order to offer a resolution.  Mr. [redacted] can be reached at ###-###-#### or direct at###-###-####.  He also left his cell phone number when he left his messages for Mr. [redacted] and hopes to hear back from him soon.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 did not agree that the truck was not cleaned. This is the third time [redacted] has lied. First he lied when he said that the issue had been resolved when it hadn't . Secondly, he also lied about calling me when they saw the blankets had not been folded. My phone records can prove it. Thirdly, he lies again about the issue being resolved when it hasn't. Upon returning the vehicle to the [redacted] Uhaul location the employee working the register refused to do a walk-around inspection of the vehicle and it's condition. The contract states that this must be done, but he did not do it. If the furniture pads were required to be folded this is when it could have been stated, but the employee did not follow the contractual agreement. Furthermore, the contract does not specifically state that the furniture blankets must be folded, but only that the equipment must be as clean as it was when picked up. The blankets were as clean when returned as they were when received. If Uhaul requires the blankets to be folded then they should specifically state that in the contract, just as they are very clear on their gas refill requirements. They also do not state what the cleaning fee would be - a specific amount needs to be mentioned in the contract. Instead, they vaguely state "Customer agrees to pay a cleaning fee if the EQUIPMENT is not returned in as clean of a condition as when it was picked up." This is a vague statement that is a scam. Uhaul most likely automatically charges every customer a cleaning fee assuming that they will not notice.Every time I have spoken with [redacted] over the phone he has been extremely rude and unwilling to listen to my side of the story. He does not possess the skills necessary to be a manager with any company. [redacted] should be fired due to his continual lies, lack of trust, and his inability to solve a simple issue with a customer. Uhaul's website has many bad reviews for this location, so I am not the only one having a problem with this location and manager.Regardless of what [redacted] says, I will not be satisfied and this issue will not be resolved until I have received a full refund of $25 plus tax. 

Regards,

I have video upon request on my cell phone which proves there was fire ants inside the unit as well as have eyewitness evidence from the moving company that helped us move our things from the storage unit. This response as you can tell from the Insurance company proves that they don't cover damage caused by ants anyway.

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.Reply to Uhaul response to mycomplaint.My complaint centered around two aspects of the customer service I received when I noticed that my rental trailer signal lights were no longer working. What I wanted was an explanation about aspects concerning the handling of my request for customer service and an apology for how my request was handled. Additionally, as time passed, I wanted an apology for the unreasonable delay to the response. I received neither.Aspect 1. The incident I have complained about occurred on August 9. Although I tried through every available means to request a response to my complaint from customer service, I did notreceive a response until Mr. [redacted] called me on August 19, ten days after  my complaint. This is not an acceptable response time, particularly when thesituation provoking the customer service call has not been resolved. Leaving acustomer to stew is not an effective customer service strategy. Mr. [redacted] waspolite, but firmly held to a prepared script and did not answer most of mycomplaints. He expressed regret that I experienced an unfortunate situation,but it was neither an explanation nor an apology for the delay in response, forthe poor customer service, or for the arbitrary and capricious nature of thetwo customer service agent’s responses that I received on August 9. In usingthe terms arbitrary and capricious, I am not referring to the legal definitionof those terms, but rather to the dictionary definition for general Englishusage as follows:Arbitrary and capricious means doing something according to one’s will or caprice and therefore conveying a notion of a tendency to abuse the possession of power. Anaction is arbitrary if it is not supported by logic or the necessary facts; anaction is capricious if it is adopted without thought or reason or isirrational.Aspect 2-part 1. Although I firmly believe that the customer service agent I originally talked to said I would be charged if it was my vehicle that was repaired, it is possible that the verbal agreement reached was misunderstood by both parties. However, the gist of my complaint is not subject to semantics orinterpretation. When I rented the trailer, I asked the person preparing the contract what I was to do if my signals stopped working and he told me that I just had to call for roadside assistance and that the service was free. The first agent clearly stated that although the service was normally free, because I had already disconnected the 4 pin wiring connector before calling customer service, I would be charged for roadside assistance. I explained that the signals were not working before I disconnected the connector and that regardless of the fact that the problem pre-existed my disconnecting a 4-pin connector,unplugging the trailer connection could not possibly cause the issue I was experiencing. In addition, nowhere in the service contract did it say that I was not allowed to disconnect the wiring and there were even instructions for customers who need to disconnect a trailer on the trailer’s tongue.  In addition the roadside assistance technician and the technician that I hired to fix the connection both told me that I was correct when I told the customer service agent that disconnecting the connector was not the cause of the situation and could not have possibly caused it,especially since the signals were already inoperative. The customer service agent did ask me when the signals were not working and said it could have happened anytime from when I rented the trailer to when I arrived at my destination. So, two agents (one at the rental center and one at customer service) told me that the service was normally free, but because when I discovered the situation I disconnected the trailer, I was to be charged for the roadside assistance call.Mr. [redacted] never explained why a normally free service response became chargeable tome when I wasn’t responsible for the situation. He also incorrectly stated that I had made no attempt to determine if the cause was in my truck’s wiring by connecting it to another trailer or having it checked before calling for roadside assistance. I explained to Mr. [redacted], as I had explained to the first agent that after disconnecting the trailer, I connected my truck’s wiring to my recreational trailer and the trailer lights worked perfectly.  In addition, although there was no one available on a Sunday who could work on the wiring, I did go to a shop and have them use a trailer wiring tester. The wiring checked out as operative. In fact,it checked out with the tester the Uhaul roadside assistance technician used.So, I did attempt to check my truck’s wiring. I have checked my rental agreement contract and it does not state anything about a charge for roadside assistance. It also does not include any disclaimers about disconnecting the 4 pin connector. This is what I mean by the agent’s actions being arbitrary and capricious. Her statements were not supported by logic or facts and wereirrational. They also were not supported by any of the language in my rental agreement.Aspect 2-part 2. When I spoke to the first customer service agent, she had me over a barrel. I was stranded and could not legally or safely drive the trailer without lights. She clearly told me that Uhaul would bill me for the service and I agreed verbally to allow my credit card to be billed by Uhaul with the stipulation that if my truck was at fault, I would not contest the charge on my credit card because I just wanted to be able to drive the Uhaul trailer back to the rental center and return it.Returning to that first definition of “a tendency to abuse the possession of power,” when the roadside assistance technician told me that he could not and was not allowed to fix the situation, he also stated that customer service had specifically indicated to him that instead of following the normal practice of billing Uhaul, he was instructed to request a check from me directly. He found this odd. When I called to verify this, a second customer service agent (it may have been the first one for all I know) told me that these were the instructions given to the technician by customer service. When I complained that this was a change in the verbal agreement, she told me that I had no choice but to comply.Since the contractor had done nothing wrong and Uhaul was refusing to pay him for the call, I complied because it was the right thing to do. The actions of the customer service agents clearly were arbitrary and capricious, since they changed the agreement after the fact, when I was not in a position to challenge it.Finally, in regard to Mr. [redacted]’s statement that “our customer is responsible for returning the operational trailer that was rented to him,” I never argued that point, but when it became obvious that I may not be able to return the trailer until I could have the situation corrected by assistance from a technician not in Uhaul’s employ, I did request that I not be charged for any additional days required to make repairs necessary to legally tow the trailer. Both customer service and the service center I rented the trailer from confirmed that I would not be charged for additional days after I made this request and that was never v part of my complaint. In fact, Mr. [redacted] made it clear that even if I was stranded in a dangerous area and unable legally or safely drive the trailer, I was not allowed to abandon it by the roadside to go for assistance (think about the ethical aspects of that statement). Going back to the first definition of arbitrary and capricious, I do consider that “a tendency to abuse the possession of power.” Also, Mr. [redacted] stated that, “our dispatched service provider arrived within the estimated time given.” The estimated time was 60 minutes. It actually took 80 minutes. I did not complain because the contractor came out on his day off because it would have taken his employees working that day even longer to arrive. It would have been unreasonable of me to complain about the delay, but it certainly is unreasonable for Uhaul to make a clearly unsupportable and unnecessary statement through Mr. [redacted] about the speed of the response.
In summary, I was seeking an apology for Uhaul’s customer service’s:?  Failure to respond to my complaint in a timely manner,?  Explanation and apology for the arbitrary and capricious charge for a service that was normally free according to Uhaul’s rental agents and customer service agents, and an?  Explanation and apology for the arbitrary and capricious change in a verbal agreement by requiring the roadside assistance contractor demand payment by check, rather than following normal procedure and invoicing Uhaul and my [redacted] card being charged as I agreed to between myself and the customer service.None of these objective complaints were answered and none of them were subject to subjective interpretation. I am fully aware that averbal contract is subject to interpretation, so I am not withdrawing mycomplaint.  I do not expect it to receiveany apology for the poor customer service I received, so I will not pursue thisissue any further and chock it up to a “let the buyer beware,” learningexperience. Clearly I am owed a reasonable explanation and apology within a reasonableperiod of time, but apparently that is not part of the corporate culture in thecustomer service department of Uhaul.

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.I made it perfectly clear that I requested a one way rate.  U Haul quoted me in town.  Had I been CORRECTLY informed of the rate I would not have chosen U Haul for this move.  The difference in rates cost me time, gas, and money.  I am not an it.  I am aware that the rate structures are different.  But don't quote me for in town when I say "Is the 20 foot truck available for a one way move?" Those were my words.  If your company continues to insult me by making it clear that they had no interest in accepting responsibility for their mistake, this will only escalated.

Regards,

Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she reviewed the details on Mr. [redacted]’s reservation. An email was...

sent with the pickup time and location. She mentioned they have no record of ever having the equipment available at 9:00 AM and was never going to be available any earlier than the scheduled 4:45 PM. This is the information that was emailed to Mr. [redacted]. When our Reservation Manager was made aware that Mr. [redacted] anticipated obtaining the equipment earlier, he called our previous customer to see if it was possible to return earlier. Although our previous customer hurried as much as possible, he still could not make a morning return. Mr. [redacted] was able to rent the truck and auto-transport as requested. We show dispatch time was at 3:55 PM. Ms. [redacted] relayed she understands the frustration Mr. and Mrs. [redacted] experienced, however, we fulfilled our obligation.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

November 3, 2016U-Haul Ref#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Tracy S[redacted], our Traffic Manager for our Chicago Western Suburbs Regional Office, followed up on theinformation Mrs. [redacted] provided and had the following email conversation with her:Good morning! I have left you a couple of voicemails in regarding to a recent rental from our Fox Valley location, Iwas made aware of some issues that occurred and that you were looking for reimbursement. I wanted to let you knowI did go ahead and process a refund for you in the amount of $129.95 ~ $54.95 for the rental of the auto transport,$25.00 for the hitch receiver and an additional $50.00 for all of you inconveniences with this rental. If you couldplease reply to this email to let me know if this resolution is to your satisfaction... And/or if there is anything else Icould do to assist you. This experience is not typical for U-Haul, and I do hope you will give us an opportunity to helpyou with a move in the future. Sincerely, Tracy S[redacted] Traffic Control Manager U-Haul Company of Chicago WesternSuburbs, [redacted]###-###-#### local ###-###-#### Tracy_s[redacted]@uhaul.com
Good evening Tracy! I'm sorry I haven't responded through voicemails that you have left me but I work from 7am-4:30pm and it's hard for me to answer my phone while at work, I appreciate everything that you have done with ourexperience with our auto transport situation that went terrible wrong from the beginning, I just want you to be awarethat come next year in March or April I will be doing this again and hope that I have a better experience the 2nd timearound and won't have to go through this again. Thanks again for you help with this matter! [redacted]Okay great! Thanks for your reply! Please do not hesitate to contact me if there is anything else I can help you with.Thanks! TracyOur customers are very important to us and we regret to hear of situations that cause problems forthem. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

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

[redacted], our Executive Assistant for our Central Georgia Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and offered her apology for the lack...

of customer service he received and confirmed he had received the $10 refund.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

February 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted].   Rick F[redacted] our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he emailed Ms. [redacted] a picture of her unit with the lock on the door and the door number present showing the unit is secure.  He also sent her a receipt of her payment history for January and February as requested.  Ms. [redacted], in return, sent an email back to Mr. F[redacted] thanking him for the information.   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

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 also a difference in price for dropping in Big Spring versus Lubbock and that money has not been refunded back to us as well if this ammount is refunded which is around 80 dollars it would resolve the situation

Regards,

May 29, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that our one-way fee is a flat fee from Point A to Point B. A set amount of days and miles are...

included in that one way fee. We do not charge a daily fee multiplied by the number of days for a one-way move. The days and miles allowed is generous to allow for loading and unloading as well as unexpected detours along the way. Only on an in-town move do we charge a fee per rental period but it also includes the inconvenience of having to return the U-Haul equipment back to the same location it was rented from. [redacted], our President for our [redacted] Regional Office, sent Ms. [redacted] an email advising of the above information and explained a refund was not warranted.

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 6, 2016
 
Revdex.com concern ID:  [redacted]
U-Haul Reference id #[redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Michelle B[redacted] Marketing Company President, has tried to reach Mr. [redacted] and has not been able to reach him.
 
Mr. [redacted]’s original shipping date was scheduled via our web site at uhaul.com by Mr. [redacted] for a pick up date of August 2nd. On June 16th we were contacted to change the pickup date from August 2nd to June 16th. Our system only signals us for paperwork at a set date prior to delivery. We only found out the paperwork was not completed correctly on June 17th. This was after the pickup date was move up by almost 1 month. Delivery dates change based on pick up dates and scheduled ship dates. Shipping days for Mr. [redacted]’s move were disclosed as 12 days.
 
We contacted Mr. [redacted] as soon as we had the information regarding his paperwork. Our original offer still stands. If Mr. [redacted]’s U-Boxes are not delivered within the appropriate time frame as agreed per contract, not including days delayed by paperwork, we will pay the $50.00 per day for late 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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

September 16, 2015[redacted]

[redacted]Thank you for your concern for our customer [redacted] our Executive Assistant for our Massachusetts and Vermont Regional Office, followed up on the information [redacted] provided.  She informed our...

office she contacted [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee.  The refund should post on her 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,[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.]I thought this ordeal was over. I may have accepted their offer, but I will not stand for this response. I’ve dealt with a few companies’ customer services in the last month and all were immediately helpful and apologetic, putting the customer first. Not Uhaul. I’ve never been talked to or treated like this by a company, especially customer service. Let’s examine their message, which is mostly heresay:— “Please be advised through our research we show Mr. [redacted] did not have a U-Haul reservation.”— Except I did and I have an email to prove it. Part of that email states “You are scheduled to pickup your equipment a[redacted] & [redacted] on Monday, December 22, 2014 at 2:00 PM" sent at 1:07 PM.I’ve mentioned this reservation to both a customer service rep and the "investigator", but Uhaul has never asked to see this reservation. They have only asked to see the reservation I made with [redacted] so they could see what the price was. The Uhaul reservation I made with [redacted], the Uhaul location rep, was over the phone an hour before I was scheduled to pick it up. I should also note that the pick-up time was recommended to me by [redacted] who promised a price match with [redacted]. I remember her name well.They can try and say they “made a mistake” or “this piece of information evaded our ‘research’,” but they're trying to take advantage of the fact all correspondence was word of mouth and not in writing, except my email reservation.They didn’t even begin their “research” until AFTER they told me they wouldn’t reimburse me, meaning they said no before they knew all the facts. It was only after I kept emailing and calling that they began their “research.” They would have ignored my case if I hadn't emailed Uhaul executives. I repeat, I received a call a week after they denied my reimbursement saying they would start an investigation. I’m sure this is in their phone records.Directly from their website: “Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered “GUARANTEED” (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages.” They didn’t offer the $50.— "He showed up at the last minute to rent equipment because a competitor did not meet his reservation with them and he demanded we match their rate."— Firstly, what does last minute have anything to do with anything? The location didn't seem to have a problem with it being last minute since they had multiple trucks available, shown on their website and told to me by the in store rep. In the history of Uhaul, has no one ever made a last minute reservation? Am I really the first? This comment is only another attempt to portray me in a negative light, but the fact still remains I made a reservation before I went to the location.Secondly, I didn't realize asking politely, basically pleading, is considered “demanding.” I would love to see the security footage of me “demanding” they match the price of [redacted], which they already promised to do over the phone less than an hour before I arrived at the location.I’m confused how or why they think a competitor did not meet my reservation. I chose not to go with [redacted] because Uhaul promised to price match and I preferred to go with Uhaul due to past experiences with [redacted], which I now regret even though I had no other choice. Uhaul guaranteed to price match and convinced me to trust their business under false pretenses. After I arrived by taxi at the Uhaul location to pick up my reservation, I had no money to go anywhere else, so I had no choice but to use Uhaul, whether I wanted to or not.— “We did not promise to match rates with that competitor.”— Except they did, which is the only reason I made the reservation. If they couldn’t match the price, I would have gone with [redacted]. The disrespectful manager who overturned the guaranteed price match said that the choice was hers alone, not the company’s policy to deny me, right before she hung up mid conversation. The location reps even said if they could, they would honor the price match they guaranteed, but they didn't have the power to.It seems strangely convenient that none of the Uhaul reps made written notes on my account about the promises they made and none of my phone correspondence has been recorded, like most companies do, which clears Uhaul of any responsibility or consequences.Evidence shows through my “research” that Uhaul should be less concerned with me and more with the credibility and efficiency of their own employees. Apparently the idea of employees and managers lying to save their jobs is unheard of and couldn’t possibly happen. — “We did offer Mr. [redacted] alternatives, which he declined.”— Mr. [redacted]? And what alternatives? I would like to know these alternatives. At the time, I was told they would price match. When they backed out of this agreement, the only alternatives they provided me were to either rent from them or don’t, which is the equivalent of “our way or the highway.” Since I had no money and no vehicle, I had no other “alternatives.” I believe this is called kicking them while they're down.— “He did, however, accept and rent U-Haul equipment at the best rate we could provide at our Harahan, LA U-Haul location.”— No, this was not the best rate they could offer. After I completed the purchase, I looked up their online rates which were actually cheaper than in-person. I was so focused on what I was told over the phone and what I was being told in person that I didn’t think to compare online. I figured they were being upfront with me, which apparently they weren’t.— “If Mr. [redacted] had equipment issues, he could have reported them to our Roadside Assistance Department that is available 24/7, which we have no record of him contacting.”— I didn’t call because I was worried about being charged more money on top of dealing with more terrible customer service. There is nothing that states the price of their Roadside Assistance. I’ve dealt with a truck overheating before and knew I was better off waiting, which turned out to be correct. If their trucks are as unreliable as their employees and managers, there was no telling how horrible their Roadside Assistance would have been too (how long they would have taken, if they were actually competent enough to help, etc.).— “A $200 VIP Certificate was sent to Mr. [redacted] in the interest of customer goodwill that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.”— I only accepted the $200 gift certificate because they stated they would give me nothing else. Again, they give me no other choice or “alternatives.” I deserve more than a gift certificate (as if I had enjoyed their business so much I’d go back for more), but it’s better than nothing for what they’ve put me through.But goodwill? Uhaul apparently felt bad enough to give a measly gift certificate, but not bad enough to apologize or reimburse me? The money they promised, that would be goodwill. Even a simple apology would be goodwill, but an apology would require acknowledgement of wrongdoing. Defending their employees’ mistakes while continuing to make more is not goodwill. If they didn’t do anything wrong, why the gift certificate? They wouldn’t even offer the $50 for not meeting my reservation, which is an actual policy stated on their website.— "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."— Obviously a lie, and an insulting one at that. I’ve never seen an executive assistant try to discredit a customer and say they care about customers in the same paragraph. Besides my situation, there are over two-thousand complaints against Uhaul on Revdex.com alone, not including the hundreds of other sites with complaints. If this is how they treat me over a few hundreds dollars, I can only imagine what they do to other people. If they truly cared, they would have honored my reservation or my refund and at least made an apology.The bottom line is Uhaul has taken advantage of an unfortunate set of circumstances, including the fact all of the correspondence has been verbal, and turned a simple dispute into a “he said/she said” game in an attempt to vilify me and take attention off their mistakes.I sincerely appreciate the work of the Revdex.com and their attempts to help me. It's obvious the Revdex.com is a good company that actually cares about their customers and does their best to help, but it would seem Uhaul acts with impunity and this dispute will go no where. The only company that can force Uhaul to do the right thing is Uhaul, and they've made that clear.And all of this so Uhaul could save a few hundred dollars, a drop in the bucket of Uhaul’s annual $27.5 billion, but a huge amount to me and my life. I really hope Ms. [redacted] and Mr. [redacted] don’t have to know what its like to be taken advantage of by another company when they have no power to fight back, like I have. f they only gave me the price match or promised refund in the first place, they still would have gotten a significant amount of my money and I would have been fine with it. That would have been FAIR, as they like to say. All I wanted was what they promised and I will stand by the truth since I stand to gain nothing else. I have no doubt that Uhaul will come back with more excuses, more reasons why everything is my fault without proof, but unless they plan on making this right, besides a gift certificate, then I just want them to leave me alone and stop the libel and harassment. I don't know what else they hope to gain from me as they've taken everything I had. They can say whatever they want to sleep better at night and satisfy the Revdex.com, I have no power to fight them.It would seem the customer is not always right.

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,[redacted]

September 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our North Seattle Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response:[redacted], It looks like there was refund in the amount of $45.82 issued to the card you used for the rental on 08/24/2015 for the extra miles charges. Did you not receive the refund? Thank You [redacted] Executive Assistant U-Haul of North SeattleWe 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

June 1, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Steve C[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office a refund for the $50 Reservation Guarantee Fee was issued back the credit card listed on the rental agreement. The refund should post on their 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,

Maria P[redacted]

Executive Assistant

U-Haul International