U-Haul International, Inc.

July 16, 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 Metro [redacted]...

and the East [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. A refund for two late fees of $10 and another for $15.80 were issued. Ms. [redacted] verified all the information on her account. As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $20 VIP Certificate that 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,

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 is not completely satisfactory.  For your reference, details of the offer I reviewed appear below:

After the manager finally contacted me (denying that he was aware of my e-mailed

complaint and phone conversation with their customer service.  Why did he

call if he didn't know?), he agreed to remove the charges and zero out the

account.  Although he was apologetic and blamed the fact that they were

using my space for parking due to their lack of storage space, I insisted that was

not my problem and that it was inappropriate for them to utilize a rented

space for their moving vans and expect their customer to pay for a space that

wasn’t always readily available to the customer.  

Furthermore, the statement "although there is still a monthly fee and a late payment due.

The charge has been removed." seems to imply that they did ME a favor and

they have reluctantly removed all charges.

Although I am reasonably satisfied with the results, I believe that the wording in their

statement should have been more apologetic rather than stating that I owe

them money and implying that they are doing me a favor by removing the balance.

The fact is, U-Haul utilized MY Rented space just

as much or more than I did.  Unethical practices....plain and simple.

Regards,

June 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Dave H[redacted], our Field Relief Manager for our Western Ontario Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hi [redacted] Just sending you this email once again to apologize for the issiue you had with the Auto Transsport this should have been an adventure for your family and it wasn,t . I have refunded you $1000 for all the problems your had . It will take 3-4 bussiness days to see this . Once again if you have anything further my cell is [redacted] . Once again I do apologize for what has happened.   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

April 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be assured that our intent was not to come across as though we were doing a favor for Mr. [redacted]. I apologize if that is how it was perceived. When the issue of the parking of our trucks was brought to our attention, we rerouted them to prevent any further inconvenience for our customers.

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

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.  The business performed this action and, 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.

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.

After reading U-Haul's  I am still confused as to why they put my family in a unhealthy situation.In their response they made mention that the van that they were looking at had a white bumper and the picture that I text to their representative had a black bumper. I compared the equipment number BE [redacted] that's on the black bumper and the License plate number [redacted] AZ are the same as on my contract.It's hard to not suggest that the equipment the investigator was looking at was not the Van that I rented. I would like someone at the corporate level review the pictures that I texted to the investigator.I hope that the next response would be more accurate than the one I just read. If this is not resolved I will find other outlets that I can take this issue to.

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.

Hello [redacted] I received your two voices messages today (January 22nd) and appreciate you getting back to me however am unable to call you back due to my work schedule from 8-6 Monday to Friday, and you were not in the office this evening.  Please respond to this email as I would also like to have written documentation of all conversation that occurs.

Sincerely, [redacted] 

 *. [redacted] ([redacted]_[redacted]@uhaul.com)Add to contacts28/01/2014To: [redacted]

Hello [redacted],       I regret we are in this situation and I understand that you feel charges occurred based on decisions U-Haul made.  However we were force to make those decisions based on the information your party provided.  Your party claimed the truck was leaking fuel in the the box of the truck.  In fact there was no leak at all.  I would also like to point out that your party left the items in the back of the truck for approximately 3 weeks at which time we felt it necessary to move them into storage to make the truck available to rent. I feel we were more than accommodating by not applying those charges to you.  Therefore, regrettably we will not be issuing a credit of the previous charges.  I acknowledge that you were charged for the false claim because there was no issue with the truck per the three inspections.

I am sorry but we will not be providing a refund.

Regards, [redacted]

9/01/2014To:

[redacted];

I would like to clarify we did not state the truck was leaking fuel into he box of the truck but underneath the truck on the driveway, which was agreed by the uhaul representative who came and looked, as well as landlord, and neighbour witness.  Your representitive was the one who stated it was not recommended to drive.  I would also like to point out that our party attempted to contact someone of authority at uhaul for the three weeks our Items were in the truck as to where the truck was, where our things were, and what we were to do.  NO ONE could give us any information and we were told twice that someone of authority would call us back within 48 hours and never did.  During this time we were on another island unaware of where our things were and what we were supposed to do, causing much stress.  We made over twelve phone calls attempting to collect our things to no avail, all of which should be on record.  As for not applying the charges for moving our things I have still, after numerous requests not been presented with a bill with a breakdown of any charges therefore am left in question as to where you get these numbers, what has been charged, and what hasn't. Please provide this as the information is needed. 

Thank you,

[redacted] 

 

Regards,

I have received messages from [redacted] and replied via email as per my lawyers request to have documentation of all discussion (as per denial to previous claims by uhaul due to no "proof") I am doing all of this via email so there is written documentation of everything that transpires to cover all of my bases.  This is the email conversation up until today (January 30th)

Thank you for your concern for our customer Mr. [redacted].[redacted] our GM of our U-Haul Moving and Storage of Downtown San Francisco, followed up on the information Mr. [redacted] provided. He advised our office Mr. [redacted] came into his Center and they were able to move him into the appropriate room...

as a satisfactory 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

April 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted both regional offices responsible for the Gastonia and Deep Creek Lake areas for follow up on Ms....

[redacted]’s concerns. [redacted], our Executive Assistant for our Pittsburgh regional office, assured us the issue of not removing the bolts on the U-Box was discussed with the delivering dealer to prevent the situation from happening again. A refund for $200 was also issued to Ms. [redacted]’s [redacted] account for the two day delay on the delivery. 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,

Executive Assistant

U-Haul International

March 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate emails from both our GM of our U-Haul at South College Ave., [redacted], and our Field Manager, [redacted], were sent explaining their research and resolution as well as our Marketing Company Presidents resolution regarding Ms. [redacted]’s rental. The emails were sent so it would be clear to our customer on what the resolution is and why the decision was made. Ms. [redacted] can contact our Field Manager, [redacted], if they wish to discuss the matter further. She can be reached at [redacted].

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

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr....

[redacted] was contacted by her office and found there was possible miscommunication with our reservation agent. Mr. [redacted] was led to believe no storage spots were available, when in fact there were. A reservation was made for Mr. [redacted] and a confirmation number sent to him.

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 a "confirmed order" that I made on June 19th stating that I have reserved a 26' truck and an auto transport for August 9th, 2016. I was not informed that this "confirmed order" would not be honoured either in person or in writing. However, someone that I work with suggested that I contact Uhaul to find out the status because he heard that Uhaul doesn't always honour their commitments. When I did contact Uhaul, the person I spoke with told me that Uhaul would not guarantee their rentals until 24 to 48 hours before. This Customer Service Representative also wouldn't let me speak (even when I insisted he listen). This went on for awhile and I shouted at him to SHUT UP very loudly, since nothing respectful was working. I finally got the opportunity to say, "who do I speak to" and he interrupted me saying, it doesn't matter who you speak to, nothing will change. It is that way. I wanted to know who I could speak to, to complain about this. He said: You can speak to me, to my manager, to ...(a list of people). You can speak to Jesus Christ himself and it will make no difference!

Although, it may appear that I am complaining about the CSR, that is not the critical point. The real issue is that I have given notice to move out of my rental unit in preparation for my move utilizing the Uhaul truck and auto transport that I booked 1-1/2 months ago. My husband has booked time off work and is travelling over 1400 kms to come help me move, and only now am I finding out that UHaul may not honour my reservation! The fact that they will not guarantee a reservation until 24 to 48 hours before is appalling. I have to give at least a month's notice to move out of a rental property. At work, we all have to give as much notice as possible to take time off to ensure that it will be approved. In my husband's situation, others are having to come into his area to cover for him while he is away. It's too late to change everyone's schedule.

I propose that UHaul advertises / makes clear that they can or will not guarantee your reservation until 24 to 48 hours before everywhere: Verbally; display it both inside and outside every UHaul dealership; display it on their rental units; and especially have it written on your order confirmation. If this is the best they can do, UHaul has to make it clearly know and understood so their customers are aware and alternative arrangements can be made.

I rate UHaul's practices regarding the above as a negative number - they don't even rate a "0". I will never recommend them to a friend, family member, neighbor or colleague without giving them full warning of how UHaul operates. I am very displeased!!!!

December 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Heather P[redacted] Senior Staff for our Ohio Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office there was a...

miscummunication with the rate on the furniture pads.  A refund for the full charge of the pads was issued in the amount of $53.38.  Mr. P[redacted] left a message for Mr. [redacted] offering her apology and also advised him of the refund.  The refund should post on his next Master Card 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]U-Haul International

December 19, 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 Metro DC Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she spoke to Mr. [redacted] and they were able to reach an amicable resolution. A refund for the base truck rental fee and fuel was issued back to Mr. [redacted]’ [redacted] Card account. The refund for $69.03 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

July 2, 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 [redacted] regional...

office, followed up on the information Ms. [redacted] provided and sent her the following email in response:.

I apologize for the issues you had - the issue with the [redacted] need to be addressed with them as they are independent from U Haul - I am issuing a $50.00 reservation guarantee to your card for the problem you had at the U-Haul store

The $50 was issued to Ms. [redacted]’ [redacted] account and should post on her next credit card statement. She can reach [redacted] at [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,

Executive Assistant

U-Haul International

June 30, 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 [redacted] regional...

office, followed up on the information Ms. [redacted] provided. Mr. [redacted] has corresponded with Ms. [redacted] by email and is currently awaiting two more estimates from Ms. [redacted] to determine if the bumper will need to repaired or replaced.

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 8, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant in our Southern Louisiana Regional Office spoke to Mr. [redacted] on 8/6. Ms. [redacted] is issuing VIP certificates and the numbers given to the Center to pay...

for the rental of a U-Box trailer.

Mr. [redacted] will also be given a $200 credit for the inconveniences and delays he had with this transaction. Ms. [redacted] will be following up to make sure Mr. [redacted]'s U-Box is ready for pick up on 8/14.

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]e

Executive Assistant

U-haul International

July 1, 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 [redacted]...

regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] the following email in response:

[redacted], Your card has been refunded the additional $30.00 dollars that were incorrectly charged to your account. After a fair amount of research it does appear that when your equipment was received in, the dealer issued you a promissory note that he shouldn't have; that particular promissory was never removed from the system due to dealer staff error and therefore resulted in the collections charge of $99.17. That incorrect amount as of today has been fully refunded back in full. The equipment has not been refunded, unfortunately that charge is the correct amount that was agreed upon at the initial dispatch plus the additional day with 80 additional miles included. From all of us here at my company I do apologize for the inconvenience this error from our part has caused you. If you have any further questions, please do not hesitate to contact me. Your refund should take 5-7 business days for processing. Thank you

 

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.

Please provide direct evidence of their phone calls and my non response.The settlement that I was told of was on June 2nd, to come and get my belongings that day, and provide an offer of settlement that day. I explain that my family was giving me the funds on June 13th, and I could not settle that day, and come and get my belongings that day, and thus truly needed until June 13th.I was in a Homeless Shelter from Jan 8th to 4/30,2014 and had limited calling capabilities and no funds at all (due to EUC expiration -we received euc for 1 week only!). I have countless e-mails to the Old GM, as well as to the new GM - (the new GM's was undeliverable as we were given wrong information, twice, however our e-mails still were delivered as I sent them to the second e-mail address given to us, (as they always sent us receipts of our payments from this e-mail address, so we knew it was a good e-mail address). I have actually proof, of all we did, including begging.So yes, I was aware of the auction, and I sent countless of communications, letting them know our situation...Which was hopeless at the time and Grim.  However I still continued to contact them, (and as I was in the  Homeless Shelter,  I literally had to beg for a bus pass from the[redacted] of [redacted], to go all the way to the downtown Library in order to send an e-mail, which I was in the dead of Winter!)I will print, scan the e-mails, and all the communications that I sent, and I expect UHaul to do the same.This was heartless and Cruel, and to say, that I just let it be done without trying to save my belongings is an boldface and outright lie.  And one for which I can prove in court!  Soon!I will reply again with attachments of scanned documents.Sincerely, [redacted](Also, I also sent e-mails directly on the Uhaul site, to the Manager, so even though he made his e-mail non-Replyable, I still went through the UHaul site as well and sent communications.  (Which I kept that information as well by doing a PrtScn and pasting it in Word) 

Regards,(I asked for Two weeks!  That I was being billed for anyway!  And my unit #[redacted] was billed for June 2 - July 1, 2014, so they even factored in a whole month more that I would have had to pay, without even considering an 2 week extension! Unusual Cruel and Just plain Mean and Nasty!)