U-Haul International, Inc.

U-Haul really let me down today. I made a reservation, I paid a deposit to guarantee the reservation, I completed the online check in to complete the pick up documentation but I did this all for nothing. If they don't have a unit they should tell me right away so that I can make appropriate arrangements but instead they failed. Now I'm screwed. I can't believe they wait until 10 minutes before my scheduled pick up to call me and tell me they don't have a unit. This is their core business and they failed! All they can do is say "sorry". They made a promise and they didn't keep it. After calling customer service they said "sorry" nothing she could do except give me another phone number. I called that number and the lady said "sorry" nothing she could do and gave me another phone number. Now I can't call that number because they are not open yet. I told them I have a guaranteed reservation and she told me that the fine print says they don't guarantee the location. I said fine, I'll pick it up somewhere tell me where. So they gave me another phone number. I am so irate! I still don't know where to pick up my unit and there is nowhere else I can call until some other office opens later today. All they can do is say "sorry". How can they get away with this? So here I am, trying to make a formal complaint at the Revdex.com. I've been screwed over by the big guys and since I'm nobody, it doesn't matter.

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

Our Equipment Recovery Department advised our office the violation and administration fees have been waived and the billing account that was set up for Mr. [redacted] was...

cleared. I would also like to explain that all violations involving U-Haul equipment are paid as soon as received to avoid any escalation of fees. We then research the issue and contact our customer who had the equipment in their possession at the time of the violation for payment of the violation.

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

September 13, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Allen L[redacted], our President for our Maryland Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed our GM at our U-Haul Moving and Storage of Gaithersburg has not had any direct interactions with Ms. [redacted] for some time now and did not process the unauthorized debit from Ms. [redacted]’s account that she claims he did.  Mr. L[redacted] attempted to speak to Ms. [redacted] to discuss her concerns further but he reached her voice mail.  He left a message requesting a return call and hopes to hear back from her soon if not already.   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

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted],...

followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund per her request.

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

September 7, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Javier M[redacted], our GM for our U-Haul Moving and Storage of Philadelphia, followed up on the information Ms. [redacted] provided.  He informed our office he contacted Ms. [redacted] and offered his sincere apology.  As we value Ms. [redacted] as a customer, Mr. M[redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.    Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.   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

July 26, 2015
Revdex.com ID#: 10720399
U-Haul Ref#: 847620
Thank you for your concern for our customer Ms. [redacted].
Our Customer Service Department confirmed that the check for $40 that was mailed on July 15th from our Phoenix...

office was sent to the correct address, [redacted], [redacted].  The check also cleared on July 21st.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,

Executive Assistant
U-Haul International

Thank you for your continued concern for our customer Mr. [redacted].Our normal procedure is to make any refunds owed to our customer in the same method that we collected for the rental. Mr. [redacted] paid for his rental by way of using his [redacted] credit card, therefore, the refund was issued back to his [redacted] account and 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,[redacted]Executive AssistantU-Haul International

The man on duty did scream I AM STRESSED immediately as I approached the counter and he proceeded to  talk in a very unprofessional tone. Apparently there is no sound on the video tapes and it is only to see any possible robbers. This man was very obviously aggressively mean and beyond rude. He DID NOT Call me and apologize at any time.  I am glad that you saw me go outside as he demanded. I came back in to get warm and use the bathroom and it was dark outside. I do not accept this as any resolution what so ever. NO customer should ever be treated like I was. No human being should be treated as I was and he may be talking nice in front of corporate now, which is to be expected, but he was completely out of control. I totally will not accept this horrendously abusive treatment.

September 14, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Kristina K[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided and sent him the following email in response: Dear Mr. [redacted], We have received file #[redacted] in regards to the balance on an account that you were linked with. Due to you being linked with the contract holder at the time of the rental, the balance that you are requesting back will have to be taken up with the contract holder. Sincerely, Kristina   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 will resolve my complaint IF the $50 actually posts to my account within the next few days.  For your reference, details of the offer I reviewed appear below.

I was told originally that I was getting a $50 refund and that it would appear back in my bank account. However, a week later when I still hadn't received it I called and was told by another person that I wasn't going to get it. I will accept it when I receive it. Until then please do not close this. Uhaul is known for lying. Thank you.

Regards,

July 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental...

agreement.

According to the rental contract, Mr. [redacted] rented a 14' truck from [redacted] on June 12th to go one way to [redacted], WI. The truck rate was $163. The one-way rate allowed 102 miles and 1 day use of the truck to complete their move and drop at their destination as documented on the contract. The truck was rented with 3/8 tank of fuel and returned with 1/8 tank. Per the fuel agreement listed on the contract, if the truck is returned with less fuel, we will charge $5 a gallon and $30 Service Fee to bring the fuel level back to the same level as when it was dispatched. A Promissory Note is on file for the $82 fuel charge.

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

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

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.

First of all, everything you have just stated is neither here, nor there.  The $20 gift card as stated to your company and to [redacted], was given as courtesy for an entirely different reason (gas issue), something reported to uhaul at an entirely different time.  My refund is still expected and well-deserved.  The fact of the matter here is that I was promised a refund by a worker claiming to have the name of "[redacted]" over one month ago now.  It is Your duty as a business to follow through with Your promises and leave the customer happy, not disgusted.  What you should be doing, is going through a list of all "undocumented" calls that I have made and have sit-down conversations with each and every employee so that you guys can operate on the same page in the future.  As far as your vehicle, maybe it worked for the next renter as a result of the lack of fluid in which me and passerbys had to put into that truck on the 26th of December. Hmm?  I would like to ask for my entire refund one more time, if not at this point because I was promised one and didn't know any better, then for the runaround and time that I have now had to spend on this matter.  Perhaps for the disrespectful and unprofessional manner in which Ms. [redacted] spoke to my wife, or how she continuously hung up the phone on us and still will to this day.  I would truly hate to have to make negative posts about your company or have small-claims become involved.  Please take care of this error and lets end this now.  Thanks.

Regards,

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] of Moving Help advised our office she spoke to Mr. [redacted] and relayed they...

ended up canceling the order request since the service provider did not show in Baltimore. Ms. [redacted] explained a new service provider was set up.

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

October 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Knoxville Regional Office, reviewed Mr. [redacted]’s recent comments to your office.  She informed our office Mr. [redacted] was contacted and advised of a refund for $140.55 as requested.  The refund was issued on October 16th back to Mr. [redacted]’s [redacted] account and 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,[redacted]Executive AssistantU-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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Thank you for your concern for our customer Mr. [redacted], our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. She informed our office that refunds in the amount of $135.23 and $64.60 were issued to 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,[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.1. UHAUL's mistakes took me two and a half hours to work out. I will only accept a full refund for the time I wasted working out their problems, on my bank account, and hitch hook up..A pitance for them, and my time is surely worth $25 an hour to sort out the problems they made.

Regards,

March 20, 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 North Seattle regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she called the telephone number listed and reached his mother. She suggested Ms. Mai send Mr. [redacted] an email requesting a call in order to personally address his concerns. As of March 17th Ms. Mai has not heard back. Ms. Mai can be reached at (206) 384-4354.

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

November 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 Tidwater Regional Office located in Portsmouth, VA,...

followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear Mr. [redacted], Our office received your objection from the Revdex.com regarding your recent rental from our company. Please accept our apology that we were unable to fill your reservation with the size of equipment you requested. It is unfortunate that a previous customer did not return equipment as scheduled, but that was out of our control and we did our best to find the best equipment available to meet your needs. I issued our $50 Reservation Guarantee to the credit card that was used when making the reservation and we sincerely apologize for any inconvenience this has caused. In addition, I have issued a $40 VIP coupon that you can use for propane, storage, boxes, etc at any of our U-Haul moving locations. You should receive emails reflecting the credit issued and the VIP coupon. Thank you for giving us the opportunity to review and address your concerns. Sincerely, [redacted] Executive Assistant

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