U-Haul International, Inc.

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the inconvenience he experienced with his trailer rental. He also explained that Mr. [redacted] had accepted the refund of $63.54 that was offered as a resolution by our Area Field Manager, [redacted] Waswa, on May 28th. Mr. [redacted] should receive the refund check within the next 10 business days. No further refunds or adjustments will be issued.

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 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided.  He assured our office he addressed the rental...

with our GM of our U-Haul location Mr. [redacted] rented the truck.  The equipment is safe and worked according to our standards but also mentioned the driver door did not seal properly causing a loud noise while on the road.  A refund for $350 was issued to help offset the inconvenience Mr. [redacted] experienced during his move.  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

July 10, 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 [redacted]...

regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and left a message offering her apology for any inconvenience he has experienced and also explained his box order has been ready for pick up since July 2nd. She provided the store hours and her telephone number if he had other concerns.

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 12, 2016

[redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Marjorie P[redacted], Senior Staff for our Central New Jersey Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she left...

3 messages but never received a return call.  She was hoping to personally address his concerns and offer a resolution.  As a measure of goodwill, Ms. P[redacted] issued a refund for the $50 Reservation Guarantee Fee and will send it to his [redacted]. mailing address.  He should receive the check within the next 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,Maria P[redacted]Executive AssistantU-Haul International

April 18, 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 FL regional...

office, followed up on the information Ms. [redacted] provided. She contacted our U-Box Department and confirmed the U-Box was one day late on delivery. Our U-Box policy is to refund $100 for every day the box is late, therefore, a refund for $100 was issued to Ms. [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

August 13, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr....

[redacted] provided.  She informed our office she issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s [redacted] account on August 10th.  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

[redacted]  [redacted]

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,

I have reviewed the response made by the business in reference to complaint ID [redacted], and will wait to be informed on a proposed action to resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate a response from U-Haul, but do feel that specific actions as to how this issue will be concretely resolved is necessary.  Again, I thank you for the response and look forward to hearing more.

Regards,

[redacted] [redacted]

Unacceptable response. The effort to cover their breach of contract with a $50 refund for losses well exceeding $3,000 is unprofessional. All the tenets of my original letter and filing still hold true. The contract that I signed states that U-Haul may in fact 'reserve the right to substitute EQUIPMENT of equal or greater value at no additional charge to the Customer.' They, however, substituted equipment of lesser value, breaching our contract and causing an expense to my family greater than the value of the contract. The verbal explanation by their representative offered no additional explanation.

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]l, our Executive Assistant for our [redacted]...

*regional office, followed up on the information [redacted] provided. She informed our office a refund for $893 was issued to [redacted] as an adjustment on his rental along with two $300 VIP Certificates for his moving help.

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 6, 2016

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Revdex.com concern #[redacted]
U-Haul Reference id # [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Neil B[redacted], Marketing Company Executive Assistant, reached to Mr. [redacted] and refunded the fuel charges in the amount of $7.50.
 
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 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the following email was sent to Ms. [redacted] on April 25th:

color="#333333" size="2" face="Arial">

Hello Miss. [redacted], I am writing due to the compliant file that was reopened. We show that you were given a free month from April to May as well as 20% for 6 months. This is the best resolution we can offer. I apologize for any inconvenience. Thank You, Christopher Gorman SR Customer Service Agent ###-###-####

 

We also contacted [redacted], our President for our Southern New Jersey Regional Office, regarding Ms. [redacted]’s concerns. He informed our office he reviewed the repair history of the truck Ms. [redacted] rented and believes Ms. [redacted] may have had an issue getting the blinkers to work, however, they were functioning at check-in prior to her rental. Upon her return in Buford, GA no repairs were needed and the truck continued to be rented nearly every day since without incident. Our GM that hooked up the auto-transport has been with U-Haul for over 20 years and Mr. [redacted] is confident our GM would not have hooked up the auto-transport and dispatched it without checking the lights.

 

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

2 weeks ago I called and ordered a hitch for my 2011 Ford Edge. I made an appointment for a week later to have U-Haul install it. The appt. was to take up to 3 hours or possibly more. After rearranging my business schedule, as I am a business owner, I arrived to drop my car off for its scheduled appt.. Upon arriving, the person at the front desk asked if I was ready to have a hitch put on my 2005 Chevy Silverado?? 15 mins later, after the stores general manager got involved, all that was asked was "if I wanted to make another appt.". No apology!! Nothing!! The customer service that I experience was extremely poor to say the least.

Thank you for your concern for our customer Mr. [redacted].[redacted], our Field Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for our error and advised him of a refund...

for $43.44 as requested. The refund should post on his next Visa 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 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.

They don't see the connections between the transmission cooler and a break controller! My next question is how the access the radiator to mount the cooler? definitely underneath. The damage did not take place in U-Haul parking lot, most likely the damage was done in U-Haul shop where the transmission cooler was mounted. I think my mistake was that I should not pick up the car that night, but I did it because this is the only car that my wife and kids needed next day. The customer service explained to me that is not a problem and they will take care of that in 2-3 business days. As you can see the way how they handled the case is in there advantage not in mine.

Regards,

April 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 [redacted] regional office, followed up on the information...

Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $50 as requested.

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 30, 2014

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

[redacted] our Executive Assistant for our [redacted], followed up on the information Ms....

[redacted] provided. She informed our office she will send Ms. [redacted] an email advising her of a refund for the $70 in bank charges. Ms. [redacted] should receive the refund check within the next 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

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

[redacted], our Executive Assistant for our East Central Colorado regional office, followed up on the information Ms. [redacted] provided and sent her the following...

email:

Good Morning Ms. [redacted], I've received your information regarding the storage unit at [redacted] that you recently vacated. I apologize there was miscommunication regarding our policies to vacate our storage units. I have verified your unit has been vacated and there will be no further charge to you. If you need anything else please let me know. Thank you, [redacted] UHC of E. Central Colorado

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 29, 2015

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 Central Chicago Regional Office, followed up on the...

information Mrs. [redacted] provided. She informed our office she contacted Mr. and Mrs. [redacted] and advised them of a full refund of their rental due to the issues they experienced with the U-Haul equipment. Ms. [redacted] also mentioned Mr. and Mrs. [redacted] have a damage claim for damages they incurred when the transload was done that is currently being researched by our Southern Georgia Regional Office.

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

Recently rented a uhaul truck from a location of theirs in Orland park Illinois and had a horrible experience. After filling out the survey, received the following email from the manager of the location:

our account has been credited 7.00 for the dolly wrongfully charged. Obviously you would rather vent through reviews then just call and request a refund. You had a 9:00 reservation and did not show till 10;30. We are on site all the time, meet you at the door and got you and your buddy at the door and got you out quickly.

Me Mark McMahon did not handle it at all corporate did and did a wonderful job. However his level of professionalism is appalling.