U-Haul International, Inc.

March 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul of [redacted] location, followed up on the information Mr. [redacted] provided and sent him an email advising him of a refund...

she issued for the full amount of his rental. She included her telephone number if he had other concerns and wished to speak to her. The refund should post on his 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 Assistant

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed her concerns. A refund for the Auto Transport in the amount of $84.53 was issued back to [redacted]’s [redacted] account. 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 26, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. She informed our office...

she spoke to [redacted] and addressed his concerns and was also able to reach an amicable resolution. [redacted] will issue a refund in the amount of $692.50 as an adjustment on his move when she receives confirmation from [redacted] that the hold on his credit card has been dropped.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 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, reviewed the information Ms. [redacted] provided. She informed our office she made an attempt to speak to Ms. [redacted] but the call went to her voice mail and she left a message that we had issued a refund for her U-Box storage rent in the amount of $169.70. Ms. [redacted] also mentioned that she spoke to both Ms. [redacted] and her friend and has an email that shows the information she sent as requested.

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 I discussed with the individual that contacted me yesterday which is not the person within this response, there are several parts to this claim.  The first is the lack of apology on behalf of the company for the wrong doing, stress, lack of contract commitment, and gross negligence from the company and associated agents representing them.  I contracted to have my items shipped across the country with the expectation they would be received in the manner I shipped them.  This did not happen, I no longer have my personal belongings and have had to purchase all new items for myself and my three children.  The second is the lack of responsibility when it comes to the fact that what I paid for in shipping was not received.   I did not ship items that I would throw away and Uhaul should acknowledge this and accept fault in their wrong doing.  The last portion is with the insurance company that Uhaul requires customers to sign and purchase with and I am in negotiations with that company and their lack of responsiveness.  Yes, I did deny the request of reimbursement for 2/3 less than the amount of insurance that I purchased, as this company feels that I can clean black molded items for the amount they are providing.  I refuse to accept it for health reasons.  It has been almost five months now, I am having to pay for storage of these items since the case is not settled as well as the stress and anxiety from both companies not accepting responsibility for their wrong doings on my family belongings.

The response I received from Uhaul yesterday was that she could not do anything as it wasn't her office and that the appropriate individuals would be contacted and I should receive a call from others.  I will be awaiting those calls to have this case settled. 

Regards,

March 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted]   Brad L[redacted] our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and offered his personal apology.  Mr. [redacted] accepted Mr. Li[redacted] offer to refund the extra charges in the amount of $155.  The refund should post on his 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, Maria P[redacted] Executive Assistant U-Haul International

March 2, 2016   Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Albert J[redacted] a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hello [redacted] Based off of the details provided, we do not see any information in our system that would prevent you from doing business with U-Haul. If any additional information is available from a recently denied rental, please provide us with as much information as possible. Also, if you are denied a rental in the future, please call us a[redacted] while you're at the location so we can investigate this further. Thank you Albert J[redacted] U-Haul customer service senior agent phone [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

March 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our Western Arizona Regional Office, reviewed the...

recent information Mr. [redacted] provided. She advised our office a receipt was indeed sent to Mr. [redacted] on February 18th and was not returned. She will have our GM send another copy by [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

September 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Area Field Manager for our Hamilton, Ontario Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office he spoke to Ms. [redacted] and agreed to issue her a refund for the $30 Service Fee.  Ms. [redacted] should receive the refund check within the next 10 business days.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

Maria, 

I hope I have your email address correct.  

Here is my dispute response:

I don't accept the $30.00 off gift certificate for a future use as I will never use Udall again and the amount does not compensate me for the amount I was out.  I have talked with my friend who was with me the night of the confirmation conversation and who heard everything as I had my phone on speaker.  I don't want transcripts of the calls I was the actual recording of the call made on July 21st. In that call you will hear the lady tell me that all my things  WILL fit in the 10 ft truck. I tried to back out of the truck.

February 28, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Mr. [redacted]   Mike P[redacted] our Area Field Manager for our South [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hello my name is Mike I did give you a call. I did leave a message what I did was I gave you a credit of $114 back to card used at rental. You will see that in 3-5 business days. Thanks Mike. 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

June 25, 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 South Austin Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $50 due to the late delivery. She also mentioned he has since received his boxes.

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

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Sandra Gardner, our President for our Rhode Island regional office, reviewed the recent information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining she confirmed the $50 refund was issued on May 23rd back to his [redacted] account but that it can take 5 business days to post on his credit card account. Ms. [redacted] also left her telephone number in case Mr. [redacted] had other concerns or wished to speak to her.

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.First and foremost I did receive $50 refund to my credit card. Thank you. With that said, I still have not received $50 Uhaul gift card. Can this please be sent? I was told originally it would come via email but to date I still have not received.Regards,[redacted]

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 am communicating with [redacted] as stated in the previous email, but we have not reached a resolution yet. I will send an update as soon as I see any concrete evidence of the resolution proposed by U-Haul regarding this issue. So far I heard that U-Haul intents to refund 20% of the paid amount. I want to wait until that materializes or it's presented to me in writing before closing the complaint.

Regards,

Although I never spoke to anyone, my office manager was contacted by someone at U-Haul and then a wrecker service came out and picked up the U-box. I very much appreciate the quick response and resolution to this matter. I am very satisfied with the company's attention and quick action regarding this situation.

Sincerely,

To AllMy rebuttal is:I was offered nothing.  What I got was a phone call from Tony!  The same employee that called me a liar, stated I was "full of crap", who changed my reservation 8 times without my knowledge and then who had the nerve to call me on that day and tell me that since my reservation was not cancelled, he was going to charge me a $50.00 cancellation fee!!Plus, I asked to be contacted via email when I filled my complaint.  I am not speaking with Tony.  There has to be someone else who can assist me.  I do not trust, nor respect a liar.  I know there is someone over him.  When I moved into the area he was being trained by the actual owner of that location.[redacted]

The last time I spoke to Ms. G[redacted] she told me that she needed to speak to her boss and would get back to me the next day. That was last Wednesday, and I have not heard from her again. I have no missed calls, voicemails, or emails. I was never offered $465. That is why I decided to go through Revdex.com. This is one more example of misinformation I have received from UHaul. 
Additionally, I did not pay $65 for the movers. It was $79.95, and I have my BofA bank statement as proof. And I don't agree that $465 is reasonable. That is less than half the money I was forced to spend on living arrangements, food, clothes, and school supplies when my box was cancelled twice. If you want to go by the $50 listed in the contract, I would ask that it starts on May 23rd when Gretna received the box. This was when the problems with misplaced boxes, wrong phone numbers, not being able to connect my name to a box number, etc. began. 
Movers $79.95
50 x $19 days $950
Total $1029.95 
This is about half of the money I lost replacing items in my box and making alternative living arrangement when my box was canceled twice. Not to mention, no communication I have had with Uhaul has mentioned that you charged me too much, and your GM refused to release my box until I paid more. You cancel my box, and then hold it hostage over $5.49 I don't actually owe you! And Ms. G[redacted] is just the last in many examples of me having to spend countless hours trying to get a response from UHaul only to be told I had a conversation that never took place. Based on all these facts I believe I am being fair in asking for about half of what I spent reimbursed. 
Thank you,

February 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Joe G[redacted], our Executive Assistant for our Western Quebec Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: Mr. [redacted] , CAF [redacted], Thank you for contacting our customer service. Our apology at this time cannot undo past damage, but our regret is sincere, and our efforts in the future will be guided by this experience. Unfortunately, on occasions there are some problems out of our control that can appear without any sigh of existence. In terms & conditions for equipment rental it state that the customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of equipment including failure of the equipment to operate properly. In the, hope that you will give us your trust, again in the future. I would like to offer you a monetary compensation in the amount of 500.00$ for the inconveniences that the delay in the delivery of the UBox may of cause to you and your family if accepted the refund of 500.00$ will be mail and will take 3 to 4 weeks once your mailing address is confirmed to me by email.. Thank you, again, for bringing this problem to our attention; you are helping us to provide a better service. Sincerely. Customer Service (Joe G[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, Maria P[redacted] Executive Assistant U-Haul International

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Charlotte regional office, reviewed the information [redacted] recently relayed to your office. Please be advised we have met our contract obligations by issuing a refund for the $50 Reservation Guarantee Fee because we did not have the appliance dolly available. Because we value [redacted] as a customer, we 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. There will be no further refunds issued.

As a side note, it would seem that a company that is hired to provide the labor to move an individuals household would have the appropriate equipment that would enable them to do the move.

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 Palmisano

U-Haul International