U-Haul International, Inc.

June 28, 2016
Subject:
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
Thank you for the follow up and update. Ms. Elizabeth did contact me on June 26th (Sunday) about the the 192.50$ error but no refund was received on my end as of Wednesday (June 29th). Moreover; No mention to the damages to my furnitures caused by the movinghelp.com reccomendeded and advertised by U-Haul.
Sincerely;
[redacted] ([redacted])

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

[redacted], our Executive Assistant for our Central Alabama Regional Office, followed up on the information Mr. ** provided. He informed our office a refund for $15 was issued...

back to Mr. [redacted]s Discover account as an adjustment on his rental. 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,

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

July 28, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   If Mr. [redacted] wishes to pursue his claim, he should contact the adjuster at RepWest Insurance Company and ask that her claim be reopened for another review.  The adjuster’s contact information was listed on their statement I previously sent your office.   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 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.

=hI told [redacted] of UHAUL  I did not accept there offer but after looking at this I see they did credit my account for the 350. even though I did not accept their offer. The offer barely covers the additional  gas we used due to the faulty transmission. It does not compensate for not being able to sit in the passenger seat correctly for the whole ride as my feet got swollen and burned. My driver endured it but had to repeatedly stop to cool his legs and feet down. It was truly the most uncomfortable situation I have ever dealt with in a vehicle that I was paying 1800. 00 for. We specifically stopped into UHaul where we rented from, requesting a truck that was road worthy for a long trip to Florida carrying me, a recent heart transplant patient. We wet out of our way to give them a heads up of my disability that they ignored. I was under the impression that major companies had to consider disabilities or inform consumers they could not handle that type of disability. The truck was not even at the location we requested which they gave me a credit of 50.00. That mistake cost me more than the 50. just in the hourly rate I paid the men to get the truck. I found out since that time that the truck we used immediately when into be serviced which is more evidence that they gave us a faulty truck. The refund is not proportionate to the additional time we consumed in making sure they were aware of the heart transplant situation and the lack there of to give us a suitable. truck. They should be held to a standard to conform with the American Disabilities Act when notified of a persons disability not just put them in a faulty truck.

Regards,

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois regional office,...

followed up on the information Mrs. [redacted] provided. She spoke to Mrs. [redacted] yesterday and offered her apology. She also advised Mrs. [redacted] she was overnighting them a check from her office. Mrs. [redacted] relayed her appreciation for the follow 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

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.

No Uhaul person contacted me! Some Repo people called me asking me to fill out some form through email and I refuse to fill out anything I don't don't understand....  To me its very simple I paid $45.00 dollars for insurance offered to me bu Uhaul and that's that why am I being harassed and dragged into confusion after bad customer service and hiring someone that cant do their job! They should handle the situation and keep me completely off their records to never rent from them! Do I need to get my lawyer involved? 

Regards,

May 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I did confirm the refund for $130 was issued back to Mr. [redacted]’s [redacted] account ending in [redacted] on May 1st. A credit card company has 30 days to post the credit to the account, therefore, it will post on his next credit card statement. Because the truck Mr. [redacted] rented is registered to U-Haul, the parking violation was sent to U-Haul International by the Parking Violations Bureau for payment. In order to allow our trucks to be legally on the road for our customers, we are obligated to pay any fines as soon as possible. The rental activity was researched and found that Mr. [redacted] had the truck in his possession when the ticket was written, making him responsible for the fine. As soon as Mr. [redacted] notified us the ticket had been dismissed, we issued him the refund for the amount of the fine.

Please be assured we sincerely apologize for the inconvenience Mr. [redacted] experienced and hope he will allow U-Haul to serve him again in the future.

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

November 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Mr. [redacted].   Christopher F[redacted], our President for our Tallahassee Regional Office, followed up on the information Mr. [redacted] provided and sent the following email in response: 'Hello Mr. [redacted], My name is Chris F[redacted], I am the President of U-Haul Co. of Tallahassee, FL. I apologize for Maxx Pi[redacted], the former General Manager's short sided repsonse to your hitch install and removal. I refunded your credit card the remaining $123.58 for the wiring install. If you wish to have the wiring removed, Manager Mike Hawkins would be glad to help you anytime. If I can be of any further assistance, you can reach me on my mobile phone at [redacted] or email at chris_f[redacted]@uhaul.com. Thank you for your business. – Chris   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 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Bay Regional Office, reviewed the recent comments from Mr. [redacted]. In an effort to bring closure, Mr. [redacted] advised our office he issued a refund for the remainder of the rental fee in the amount of $63.89 back to Mr. [redacted] 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,

Executive Assistant

U-Haul International

May 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Jacksonville Regional Office, reviewed Ms. [redacted]’s recent comments. He left a message for Ms. [redacted] requesting a call back in order to personally address her concerns and hopes to hear back from her soon.

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.I am willing to accept the minimum $50.  However, in the response, it was stated " We do try to fulfill as many reservations with our customer's preferred pick up times and locations however being that our equipment is constantly on the move, it is, at times, difficult to meet all preferences which is why we tell the customer during the reservation process that a local representitive will contact you the day prior before 6pm to schedule your pick up time and location. "  This was not the case.  I would like to see some effort made so that customers are told both on the phone and in writing that they will be contacted to schedule the truck and location and that they may not get exactly what they are reserving.   It is a preferrred pick up time and location not a confirmed guaranteed reservation.   Imagine what it would be like if other businesses handled reservations as "preferred" choices.  Maybe you should call it something other than a reservation. 

Regards,[redacted]

December 5, 2015

Revdex.com ID#: [redacted],[redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] recent comments to our office.

[redacted], our Storage Manager for our Manhattan Bronx Regional Office, reviewed Ms. [redacted] recent comments and informed our office another email was sent to Ms. [redacted] requesting she call back at ###-###-#### to discuss the offer of free online U-Haul account management. Ms. [redacted] mentioned that because Ms. [redacted] has a PO Box for a mailing address, it’s possible she is receiving her mail late. She is currently awaiting a return call 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,

Executive Assistant

U-Haul International

February 25, 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 Western Massachusetts and...

Vermont regional office, followed up on the information Ms. [redacted] provided. She advised our office she left a message for Ms. [redacted] requesting a call back call to personally address her concerns but has not received a return call. Please be advised when we call for authorization on a credit card but do not send the charge in, the hold on the card will automatically drop within 10 business days.

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 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Manager for our [redacted]...

[redacted] Regional Office, followed up on the information Ms. [redacted] provided. He explained after reviewing the contract, Ms. [redacted] took the truck to a corporate location to have the engine code read. Our representative checked and erased the code after it was determined this was not a code that would present any safety issue on the equipment. Mr. [redacted] went on to explain that the equipment in question has had no necessary repairs since this rental. A refund for the $50 Reservation Guarantee Fee was issued due to the furniture pads not being available at the pick up location. The refund was issued back to Ms. [redacted] account and 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

August 25, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our President for our NW Colorado Regional Office, followed up on the information Mr....

[redacted] provided.  Mr. [redacted] informed our office he needs to see pictures of the damage Mr. [redacted] is claiming before he can go any further with his investigation.  They can be forwarded to [ mailto:[redacted]@uhaul.com. ][redacted]@uhaul.com.
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 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

size="3">[redacted], our Area Field Manager for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Mrs. [redacted] provided and sent them the following email in response:

Dear [redacted], Thank you for taking the time to communicate with us on your recent rental. Please accept our apology for the inconveniences that may have been caused. As you may appreciate, the safety of our customers is extremely important to us, and the operators on call worked very diligently to get you some assistance as quickly as possible; making no less than 10 attempts to have roadside assistance to you in the shortest possible time. Unfortunately in spite of their efforts,and due to the time of the day and week, the response was delayed. U-Haul Company commits to every customer, that while unable to predict equipment failure, in the event that it happens, U-Haul will do everything to assist in the completion of the move at no additional charge/cost to the customer. This has been done. As a customer service goodwill to you, a credit of $300.00 has been issued to your credit card account as well as $100 in VIP Certificates has been sent to you via email. The VIP certificates are good for two(2) years and can be used for any of the products and services provided by U-Haul. We hope you will give U-haul a chance in the future. Sincerely, [redacted]

Mr. [redacted] sent an email back to Mr. [redacted] relaying his appreciation for the refund. He relayed he had printed the $100 VIP Certificate but had not seen the credit for the $300 to his Visa account. Mr. [redacted] sent Mr. [redacted] another email on December 26th advising him the credit had been approved and should post to his Visa account within a 3-5 business day period.

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 find that this resolution would be satisfactory to me.  They have already sent the refund and I consider this complaint resolved.

Regards,

January 18, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted]Ramon M[redacted], our President for our Southern Massachusetts and Cape Cod Regional Office, reviewed Ms. [redacted] recent comments.  He relayed as he explained previously, his decision as a resolution was the issuance of the $50 VIP Certificate.  Mr. M[redacted] mentioned that the reservation was covered in [redacted] and scheduled.  No phone call was made and he added that this was when the issue escalated from there.  No further adjustment will be issued.I hope Ms. [redacted] will take advantage of VIP Certificate as we feel it can be of great value to our customers and is valid for two years.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 AssistantU-Haul International