U-Haul International, Inc.

June 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our recommendations for size of equipment are just that, a recommendation. We base our recommendations on average rooms of furniture. We don’t know how large or bulky their furniture is or how much furniture they have in each room. We offer size specifications and cubic footage as helpful information to our customers. U-Haul is a do-it-yourself moving company, therefore, our customer must be responsible for making the final decision on choosing the size of equipment for their moving needs. We provide different sizes of moving equipment and packing materials to make the move.

Ms. [redacted]’s extra motel was not due to any malfunction of the U-Haul equipment. U-Haul can’t be held responsible for extra expenses due to Ms. [redacted] renting a smaller truck than needed to complete her move. In the interest of customer good faith, we have offered to refund half of the fuel expense for the second truck along with a VIP Certificate for $30. We feel the Certificates can be of great value to our customers. 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.

Please be advised, after another careful review of the information at hand, our decision in the matter remains the same. 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 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Mettille.

[redacted], our President for our Northern Wisconsin regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted] at both telephone numbers listed and there was no answer. He did issue a refund for half of the total rental (less tax) back to Mr. [redacted] credit card as an adjustment. Mr. [redacted] would like to offer his personal apology and advise him of the refund when he Mr. [redacted] calls 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

January 29, 2016Revdex.com ID#: [redacted]U-Haul Ref: 1[redacted]Thank you for your concern for our customer Mr. [redacted]Casey J[redacted] our President for our [redacted]egional Office, followed up on the information Mr. [redacted] provided.  He informed our office Mr. [redacted] disputed...

the charges with his bank, therefore, a payment plan has been set up to accommodate 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,Maria P[redacted]Executive AssistantU-Haul International

May 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

information Mr. [redacted] provided. She informed our office when Mr. [redacted] originally spoke to our Traffic Manager, he advised her he went right to the gas station to fill up the tank, however, according to his fuel receipt this does not seem to be the case. When Ms. [redacted] spoke to him, she asked for clarification on the amount of fuel he put in the truck. Mr. [redacted] relayed he put in $250 worth of fuel. She asked if he meant to send her the $100 receipt twice and he said he did not. Ms. [redacted] explained our truck would not even hold $250 worth of fuel, given the current price of fuel and the tank capacity being only 227 liters. He then said he must have put in $150 worth of fuel in the truck and made a mistake when he said $250 worth of fuel. When Ms. [redacted] inquired as to the information he relayed in his letter to the Revdex.com, he stated the $250 amount he mentioned included the $130 truck rental fee. He also stated his daughter sent the letter to the Revdex.com and she must have made a mistake. Ms. [redacted] questioned him about the $150 in fuel and he stated he put in $50, which he has a receipt for, and when he started the truck it did not read full so he put in another $100 when it did read fuel. Ms. [redacted] mentioned that this confirms the gauge is working. She explained if he picked up the truck with a full tank and drove 99 kilometers and put in $50 of fuel, there is no way the $100 worth of fuel would fit in the truck without it overflowing. At this time we cannot accept the $100 receipt as being fuel for the U-Haul truck based on our findings and Ms. [redacted]’s conversation with Mr. [redacted]. It’s possible the receipt belongs to another vehicle and not the U-Haul truck.

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.July 31, 2015, I reserved a 10 foot truck to be picked up at carbon Mini Mart in Palmerton PA on Aug  14, 2015,and dropped off in Mechanicsburg pa on Aug 16, 2015. U-Haul agreed to this at the time of my reservation and gaveconfirmation number [redacted].U-haul was subsequently unable to honor the reservation and did not notify me until on or about Aug 13, 2015.The Reservation Guarantee on the U-Haul website states:"When you make a reservation, we guarantee to provide you with the equipment size, location , and pick up time as agreed".U-Haul clearly did not honor the agreement on this occasion.One day before my scheduled pick up, they offered a different size truck picked up from a different location than was previously agreed to.

Regards,

May 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Stephanie C[redacted], our GM for our U-Haul Moving and Storage [redacted], followed up on the information Mr....

[redacted] provided. She informed our office Mr. [redacted] has been refunded their storage costs for the auto pay that was charged for April and May. Ms. Clark advised Mr. [redacted] to disregard the emails from our Storage Department as we are dealing with a computer glitch that is in the process of a fix to get their account closed. Theresa J[redacted], our Executive Assistant for our [redacted], also spoke to Mr. [redacted] and offered her apology for the inconvenience he encountered with his U-Box rental. She relayed to Mr. [redacted] that we hope to have the computer issue corrected very soon. She also provided her name and telephone number if he had further concerns. Mr. [redacted] thanked her for the call and stressed that he just wanted the emails to stop.

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

First, I am not a Ms. I can see the level of attention to my situation has not changed.
Second, I did speak with Mr. S[redacted] on the issue and after much discussion he came to realize that he was missing many facts and was incorrect on key factors. His offer of $750 was given under the assumption that the $1700 value of loss did not include depreciation, when in fact this was the amount determined by his appraiser Mr. John A[redacted] with depreciation included. Following the logic that $1700 (assuming depreciation is not included) warrants a $750 refund, then $1700 (with depreciation included) warrants a higher dollar amount than $750. 
He also insinuated that my belongings were wet prior to being put in storage. He was not informed that a loose paper was found in my unit with someone else's name on it and was dated two months after my deployment began. This paper had clearly been soaked at one point and then dried out as it was wrinkled and discolored. Clearly, the water entered the unit after my possessions had been stored there. He argued the fact that the water had come through the ceiling. I forwarded him the picture that has been included in every correspondence on this issue that shows the massive water stain on the ceiling directly above the unit. Mr. S[redacted] told me he would reexamine the issue given the new information he was aware of and would get back to me. I have not heard from him since. 
The message left for me is requesting my address so they may mail me a check for $750. I have assured him that $750 is not an acceptable amount and I refuse to afford UHaul the opportunity to buy my submission by forcing a check into my hands.
In the interest of finishing this I will accept $1,500 as a settlement ammount. Thank you to all involved.
Respectfully sent,

January 27, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Joanna F[redacted] our Traffic Manager for our North Philadelphia Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office...

she sent Mr. [redacted] an email explaining she issued a refund for $12 as requested back to his [redacted] account.  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,Maria P[redacted]Executive AssistantU-Haul International

May 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Sakiya R[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the information...

Ms. [redacted] provided. She explained Ms. [redacted] made her reservation online. The reservation was filled with the size of truck as requested. Unfortunately that weekend, they had no larger trucks available to be able to upgrade to a truck with a ramp. In the interest of customer good faith, Ms. Reddick issued a refund for $25 back to Ms. [redacted]’s Visa account as an adjustment. 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,

Maria P[redacted]

Executive Assistant

U-Haul International

January 7, 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 Southern Louisiana regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Mr. [redacted], I would like to apologize to you for the charge one of our locations made to your credit card. Our dealer typed in an incorrect equipment number which caused your rental contract to come up. He in error charged your account the additional money. I have credited the $16.13 back to your card. It can take your bank 5 to 7 business days before the credit appears on your account. You may want to watch for it to come through. I am also sending to you in another email a $25 VIP Certificate to use in the future for any product or service U-Haul offers. We do appreciate your business and look forward to serving you again in the future. Our field manager will also discuss this incident with the dealer making him aware of what happen and to let him know the importance of verifying the equipment twice if necessary. Once again I do apologize for our mistake and do hope you will give us the opportunity to serve you again in the future. Thank you, [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 27, 2016
 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Trey B[redacted], Marketing Company President, spoke with all employees involved in Mr. [redacted]’s’ rental process as well other employee’s that witnessed his transaction. Mr. B[redacted] also looked at equipment that Mr. [redacted] rented to verify the condition presented. He assured Mr. [redacted] he has spoken to his staff so any service issues will not occur again.
 
Mr. B[redacted] has apologized and offered VIP certificates so the next time he rents or needs U-Haul products it would be discounted. Mr. [redacted] declined the offer. We care about our customer’s experience, and have tried to come to an amicable resolution. Mr. [redacted] did benefit from the use of our equipment, and based on thorough research of the issues a full refund for services is 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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

May 7, 2015 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]

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

Amy S[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:

Ms....

[redacted], Your communication with my Customer Service Department has been forwarded to my attention for review and resolution. Please accept my apology for any inconvenience you encountered during your recent rental of a U-Haul Tow Dolly. Your claim file with our insurance company has also been reviewed and their decision will be upheld. The Tow Dolly was inspected by a qualified representative of the U-Haul Company and nothing was found to be defective. The location you rented from has received the proper training and correctly dispatched the equipment. We value you as a customer and in doing so I have refunded the rental amount in a gesture of goodwill. Please allow 3-5 business days for the credit to post to your account. I wish to thank you for contacting us and allowing us the opportunity to respond; we look forward to serving you again in the future. Thank you, Amy S[redacted] U-Haul Co. of [redacted] Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

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.The vehicle was not checked, the error code was simply erased.  There was no resolution for the fact that the brake lights didn't work on the trailer Also, This malfunction made it very difficult to know when the truck with the trailer was stopping. I was following my husband who was driving the truck and we almost collided on several occasions because of this situation. It presented very hazardous conditions. Once on the road the "check Engine " light appeared and displayed the rest of the trip.  We were already late because of the delays this caused and simply could not get enough attention to get this situation fixed.  We did call roadside assistance again. They stated there was nothing they could do. We did not feel safe. We expected to have operational equipment and we paid a significant amount of money for their service.  When we returned the equipment at our destination, we were told that in addition to all of the complications, the truck was not the right size for the trailer and could have potentially caused even more complications. The $50 refund for the blankets was an insult. That was the least of our worries. The equipment we rented did not meet our expectations, and was not safe.This situation needs to be reviewed by 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.

A U-Haul representative personally told me over the phone that we will have the truck until 2:30pm the following day. When speaking to the supervisor about this matter he stated that they did indeed have recorded phone conversation of the verbal agreement. I would like to request these records for review as well as any records made after the matter proving poor customer service and unnecessary incivility. If these requests can be met I would appreciate it. Thank You.

Regards,

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Coordinator, sent Ms. [redacted] an email on May 19th requesting...

more information in order to obtain a copy of her rental contract in question. As of today she has not heard back. However, I would like to explain that our fuel policy is listed on the contract Ms. [redacted] would have signed stating U-Haul does not reimburse if the truck is returned with more fuel than when it was dispatched.

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 27, 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 Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments.  She attempted to speak to  him but has not received a return call, therefore, she sent him the following email in response:
Good morning [redacted], a refund in the amount of $2464.00 has been issued back to your card.  If you have further questions please feel free to contact me at ###-###-####. Thank you.
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

"Calibri",sans-serif; font-size: 11pt;">July 6, 2016
 
Revdex.com concern # 11545389 [redacted]
U-Haul Reference id # 1142497
 
Thank you for your concern for our customer Ms. [redacted].
 
Nikki Hogan, supervisor for U-Box project group, spoke to Ms. [redacted] yesterday. U-Haul has issued the $350.00 back to card ending 3026 on 7/5/2016. It can take 3-5 business days to see the credit in her account.
 
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

January 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, reviewed the recent information Dr. [redacted] provided. He informed our office he was unable to reach Dr. [redacted] by phone but did send another email as follows:

Good Morning Dr. [redacted]. I tried contacting you this morning in reference to your claim and phone was answered then call dropped. When I called again message stated caller wasn't recieving calls at this time. I have gone in and sent you the Premier Password so that you can access your stroage room payments, alternate contacts and also control info directly through the web. This will allow you to have full acces to whom U-Haul will contact and also allow you to make adjustments as you so wish. I have already writen off a total of $119.95 dollars on your account which is feel is over the amount of late fees you have acquired. If you have any futher questions please contact me directly. I am in the office M-F 7am - 5pm. Kind Regards, [redacted] Executive Assistant U-Haul Company Boston 151 Linwood St. Somerville, Ma. 02143 (617) 623-5600 - Office (800) 344-2212 - Toll Free (617) 653-3369 - Cell [email protected]

 

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.As explained in detail in the attached response, not only Mr. [redacted] and UHaul have failed to address my past complaint but have created new charges I consider fraudulent.

MESSAGE FROM BUSINESS:

January 31, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Dr. [redacted].[redacted], our Executive Assistant for our Boston regional office, reviewed the recent information Dr. [redacted] provided. He informed our office he was unable to reach Dr. [redacted] by phone but did send another email as follows:Good Morning Dr. [redacted]. I tried contacting you this morning in reference to your claim and phone was answered then call dropped. When I called again message stated caller wasn't recieving calls at this time. I have gone in and sent you the Premier Password so that you can access your stroage room payments, alternate contacts and also control info directly through the web. This will allow you to have full acces to whom U-Haul will contact and also allow you to make adjustments as you so wish. I have already writen off a total of $119.95 dollars on your account which is feel is over the amount of late fees you have acquired. If you have any futher questions please contact me directly. I am in the office M-F 7am - 5pm. Kind Regards, [redacted] Executive Assistant U-Haul Company Boston [redacted] ###-###-#### - Office ###-###-#### - Toll Free ###-###-#### - Cell [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,[redacted]Executive AssistantU-Haul Internationa

Email of January 18 by Mr. [redacted]:

Good Morning Dr. [redacted],

        I am contacting you in reference to a claim that was brought to my attention. I want to apologize if you felt as though our location at [redacted] treated your unfairly or with disrespect as this isn't common practice from any of our General Managers and/or theirs staff. Currently the two employees you have spoken of are no longer at this location. So I will apologize in their behalf. I have gone in an waived the $50 Lien fee on your account and also as a courtesy I am waiving $69.95 for the month of November. As of right now you owe $71.90. I also wanted to take the time to explain our policy. Your Alternate Contact will continue to be contacted  as long he is listed on the account. This can't be changed as we have to have a second point of contact in case of an emergency, second contact,  and gets all correspondences needed. If you would like to change your alternate contact we can most certainly change. I am sorry you feel as though this is harassment but this is the protocol we use to get in contact to our customers. Again, I apologize for any inconvenience this may caused if there is anything I can do for you feel free to contact me directly.

Executive Assistant

U-Haul Company Boston

###-###-#### - Office  

###-###-#### - Toll Free

###-###-#### - Cell

[redacted] 

Regards,

July 10, 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 left a message for Ms. [redacted] explaining, in addition to the previous refund issued on July 3rd for $208, a supplemental refund for $300 was issued back to the same [redacted] account as listed on her rental contract. 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