U-Haul International, Inc.

April 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. [redacted] provided. She informed our office she...

spoke to Mr. [redacted] at length and listened to his concerns. She offered her apology for the inconvenience he experienced and offered to help in the future if he experienced any further difficulty. She also explained she had removed his name from our E-Alert Program.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

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

July 7, 2014

Revdex.com ID#: 10109769

U-Haul Ref#: 634722

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

Kirk Fiehler, our President for our Southern Arizona regional office,...

followed up on the information Mr. Ramirez provided. He informed our office he spoke to Mr. Ramirez and offered his apology for the frustration that occurred. Mr. Ramirez pick up the U-Haul truck at 7:22 am and the mileage use was discounted. Mr. Fiehler also offered him some free propane that Mr. Ramirez stated he could use in the near future.

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 Palmisano

Executive Assistant

U-Haul International

March 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate our Traffic Manager for our Southern Louisiana Regional Office, [redacted], spoke to Mr. [redacted] and he agreed to forward receipts for his extra motel and meal expenses for review and consideration.

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

March 31, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a total refund for $121.92 was issued to Mr. [redacted] on March 9, 2015. A refund for $85.64 was issued back to his [redacted] Card account and should post on his next credit card statement. A refund check for $36.28 was also issued and should have already been received by Mr. [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

April 23, 2016   Revdex.com ID#[redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Sandra G[redacted], our President for our Rhode Island Regional Office, reviewed Mr. [redacted]’s recent comments.  She informed our office she confirmed the refund was issued on April 12th for $63.25 and emailed Mr. [redacted] the receipt for the credit as well.   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, Maria P[redacted] Executive Assistant U-Haul International

I wanted to rent a UHaul on the 31st of October to move from DeLand, FL to Ocoee/Gotha, FL for what could be 3 days but might only be 2. I explained to the UHaul rep After completing the online reservation, that I realized that it had only provided me with 24 hours worth of truck & not the Saturday through Monday that I thought that I might need.

So I called the UHaul main number & got the reservation changed.

We added an extra day # $40, plus the extra cost of the pads $10, the extra day of the Safe Move Insurance @$14, with the proviso that if we didn't USE the extra day, that it would be returned TO us.

They could only allot us 55 miles which didn't even MAKE IT to the drop off point using ROADS to get there.

The total cost on the contract shows $153.00

When we got to the store, I explained about the difference of "as the crow flies" & actual ROAD mileage & was given 25 or so extra miles. BUT to DO that, the counter people at Orange City, REWROTE the $153 Contract that I walked in with. WITH the 3 days listed as 2 days 24/hours plus an extra day as needed, & Re-charged it for what was SUPPOSED to be $178.93.

I had returned 4 boxes & picked up 5 different boxes & the difference in the price was due to the difference between the returned boxes & the charged boxes.

That's the amount that I PAID at the counter & SIGNED FOR, because I NEEDED the TRUCK. $178.93 with 3/4 tank of gas. When we returned it, it was clean, full of gas & everything was folded.

They didn't POST for over 4 days & a weekend. WHEN the charge showed up on the Credit Card, it was HIGHER EVEN than the $178.93.

What was actually charged was $192.93.

WHERE did the extra money come from?

Supposedly, according to the counter people NOW, they didn't charge me for the extra day, that was included.

What they CHARGED me for AGAIN, on top of the $10 for the extra day of the pads, plus the extra day of Safe Move insurance @$14 that had ALREADY BEEN APPLIED TWICE at this point, then over $10 worth of TAXES, on an already inflated amount...& just happened to CHANGE IT IN THE SYSTEM.

The extra day that I was SUPPOSED to GET back that we ended up making a special trip to GET the truck back a day early?

When we got to the store to drop it off in Ocoee, FL, the manager there said, "Oh no!, We don't give it back, you'll have to go back to the store where you rented it! We didn't TAKE the money, so you'll have to go back & get it THERE."

What if the store was 6000 miles away, we were supposed to go back?

WORSE, was when the charge was shown on his side, He also tried to say it was a FLAT RATE, well it couldn't have been a FLAT rate because I was charged the extra day of both secure move insurance & for the rental of the pads & the TAXES on the bigger rate!

But no, HE couldn't return it. He put in what was called "a Grievance" & said that "upper management would look at it & make a decision, but as far as HE was concerned it was a FLAT RATE contract & I wasn't going to GET any money back!!!"

We haven't been able to get up there to the Orange City Store, since the October 31st move.

The COMPLAINT/GRIEVANCE he put in went ABSOLUTELY NOWHERE & although we SPECIFIED that we work nights & to call in the afternoon, the ONLY calls received from Orange City were 0900 in the morning twice in a row.

Calling back, we had to speak to Phyllis Slayton who almost always "was with a customer, or out to lunch at 3pm or worse" & no call backs.

FINALLY got someone to walk through it with me & sure as RAIN, AGAIN, they tried to call it a flat rate, they don't charge for the extra day, but they DID, & the figures don't match. Yes, Not my problem. I SIGNED for $178.93,

I WAS CHARGED $192.93 For bringing the truck back CLEAN, a DAY EARLY & with the mats folded.

To date & this is now December 2016; I have received NO REFUND, & A MILLION excuses why that should be the RIGHT Amount.

It isn't what I signed for & TO ME, that's FRAUD. I will take this on social media, I will take it to the local channel 9 fixit if I have to.

This seems to be the way that they are doing business now.

It is UNACCEPTABLE.

September 6, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. S[redacted].   Derrick S[redacted], our Area Field Manager for our Mississippi Regional Office, reviewed Mr. S[redacted]’s recent comments.  He informed our office a refund for $106 was issued back to Mr. S[redacted]’s Master Card account.  The refund should post on his next credit card statement.   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, Maria P[redacted] Executive Assistant U-Haul International

March 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Clearwater Regional Office, reviewed the recent comments from Mr. [redacted]. He explained a refund for the labor of the hitch was issued in the amount of $128.40. The only amount left on their [redacted] is $42.75. The remainder of their claim is with [redacted]. Mr. [redacted] also assured our office he would follow up on the information Mr. [redacted] provided in order to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North East Dallas Regional Office, reviewed the recent comments [redacted] relayed to your office. He informed our office he authorized a refund for $24.50 back to their [redacted] account used for the rental. The refund should post on their next credit card statement.

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

October 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted] Insurance Company advised our office a letter and email were sent to Ms. [redacted] explaining after their investigation they found no fault on the part of U-Haul and, therefore, respectfully denied her claim.  If Ms. [redacted] has any further concerns, she should keep in contact with her adjuster at [redacted] Insurance Company. 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

December 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assis[redacted]t for our San Antonio Regional Office, followed up on the information Mr. [redacted]...

provided. She informed our office she spoke to Mr. [redacted] and confirmed the charges were never processed in May. He did receive an email from U-Haul on November 18th explaining the charges will be processed on November 19th.

Our customers are very impor[redacted]t 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 11, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Thomas S[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and discussed her concerns.  Our GM of the U-Haul Center relayed he would never threaten a customer with the loss of their possessions and understands Ms. [redacted] is not happy that she had to pay for the one-month fee but also mentioned he did waive a lien status fee and multiple late fees. 

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bring[redacted] this matter to our attention and allow[redacted] us to offer a response.

Sincerely,
Maria P[redacted]
Executive Assistant
U-Haul International

Tell us why here...

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Coordinator, followed up on the information Mr. [redacted] provided and sent...

him the following email in response:Mr. [redacted], We received your letter from the Revdex.com. I have not been able to find a contract in your name. Is it someone else's name ? I also tried [redacted]. Would you please give me the location where the equipment was picked up and returned, including city and state. The contract number would also have all that information. With the additional information I will be able to have the Regional President review your concerns. Thank you for your time. [redacted] Sr. Customer Service Coordinator

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

[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 did receive the refund and the additional $150 credit from Uhaul and the voice mail.  I am very happy with their response and wish to resolve the complaint.  

Regards,

Becky L[redacted]

September 12, 2016   Revdex.com ID#: [redacted]

11px;">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. B[redacted].   Steven C[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. B[redacted] provided.  He informed our office he sent Ms. B[redacted] an email offering an apology along with an explanation to her concerns.  A $10 VIP Certificate was also sent to Ms. B[redacted] 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, Maria P[redacted] Executive Assistant U-Haul International

May 16, 2016 Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Melissa M[redacted], our Executive Assistant for our Miami Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office Ms. [redacted] has been contacted and will be sending in receipts for further verification of information regarding her claim. 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.I firmly reject your response,  firstly, I have not received NOT 1 phone call or message regarding this complaint after my report to the Revdex.com so that right there was a false statement. Secondly, the issue at hand is not that I did not identify the damage prior to signing of the contract, my complaint is that the truck was dropped off undamaged and that there isn't a way for Uhaul to show me the evidence that the damage occured during my possesion and not after the truck was dropped off at the designate drop off location. How do I know that the surveillance camera(s) were working properly and/or placed where the truck is visible at all angles? The only way I can accept a response as dismissive as Hauls response  is if I am able to see the surveillance video especially after reading another review from another customer complaining that "Uhaul's surveillance conveniently doesn't reach" the unit that was broken into (link for reference,  [redacted] ).  As much as they could be telling the truth, they can also be giving false or incomplete details of their "proper procedures".Regards,[redacted]

April 22, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: 1067604   Thank you for your...

concern for our customer Ms. [redacted]

Shyleen D[redacted], our Executive Assistant for our Vancouver and Vancouver Island, BC Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hello [redacted], I apologize that vermin have been [redacted]racted to your unit. Often, vermin are [redacted]racted by food and food remnants in household items such as couches and food appliances, spices, candles/wax, soaps, living or dead plants, oils, any scented items and even storage in food boxes such as banana/orange boxes, and are brought in by clients moving into the facility. Unfortunately, when Safestor is not purchased U-Haul does not provide any coverage for any claims. Any type of goodwill compensation and/or credits are handled locally, by the location managers. I am happy to hear that the centre storage manager Marie offered a goodwill credit for your next month's rent. I'm pleased to offer you an additional 2 months of rent waived, in addition to the month that Marie offered, totalling $850.34. This will cover you until July 5th, as you stated you will be vacating in July. I will also issue a $50 gift certificate for you to use towards your truck rental. Should you have any further questions or concerns, please don't hesitate to contact me. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this m[redacted]er to our [redacted]ention and allowing us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

May 1, 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 Coastal [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He left a message for Mr. [redacted] explaining he was...

charged an extra fee for dropping at a wrong destination. Mr. [redacted] signed a contract for an in-town move but took the auto-transport one-way, which caused the extra charge. Mr. [redacted] also relayed that a refund for the $50 Reservation Guarantee Fee was issued back Mr. [redacted]’s [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,

[redacted] Executive Assistant

U-Haul International