U-Haul International, Inc.

August 6, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the U-Haul rental.
[redacted], our Executive Assistant for our [redacted]...

[redacted] Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she had the Promissory Note canceled and issued a refund for $51.58 that should not have been processed.  The refund was issued back to the Visa account listed on the contract and should post on their 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

This is not a valid response. The business merely forwarded me an email written by the manager which I already received.

I appreciate the reply however it appears you have some misinformation. I was offered a truck in robertsdale however it was due back before noon the following day which would not allow me time to move. Now I could have taken it and returned it late but was advised it was scheduled to go out of state Sunday at noon and therefore I woukd have been greatly impacting another family and u-haul customer. In regards to the truck in mobile, when that truck was offered I was already at the [redacted] dealership signing contracts.  This was at approximately 12:30 pm (because [redacted] had agreed to stay late to allow me time to get there when they normally closed at noon) when I had a 10am reservation. 
in regards to the $50 credit, unfortunately the difference in rate was approximately $100 plus my time to find another truck and drive to and from Mobile to get it AND pay my hired help to wait for me to get the other truck. So while I appreciate the gesture it falls well short of making up for the difference in rates. 
Please let me know if we can not make this unfortunate event right.

November 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], Senior Staff for our Ohio Regional Office, reviewed Ms. [redacted]’s recent comments.  She explained Ms. [redacted]’s call to the dealer that she returned her equipment to was not recorded.  However, there was a recording from Ms. [redacted] calling a U-Haul Center and inquiring if she could drop off a truck that was picked up elswhere.  Our agent advised her if it was an in-town rental she needed to take the equipment back to our dispatch location.  Ms. [redacted] confirmed her rental was an in-town rental. Our agent advised her she would be subject to a wrong destination fee.  Ms. [redacted] informed our office the charges will stand.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you for responding to the complaint forwarded to you through Revdex.com, however as indicated in my complaint to your president (which I mailed 3 times and emailed the copy to your customer care department which was not acknowledged by anyone) I am not disputing the contract my only issue is that I decided to return the rental truck at another location based on the info provided by your customer service agent. Your organization seems to be ignoring that part of the complaint and the request to listen to the audio recording in order to confirm or deny my claim.My original rental fee was $69 however the location charged me a total of $125, so why I don't understand how you would think charging me another $80 would be a fair resolution. Please read through my complaint and resolve the issue in a fair and ethical manner.Regards,[redacted]

July 22, 2015
Revdex.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...

Ms. [redacted] provided.  She informed our office a refund for $500 was issued to Ms. [redacted] as an adjustment on her rental.  She 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

August 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer’s [redacted] and [redacted].

[redacted], our President for our [redacted]...

[redacted] and [redacted], followed up on the information [redacted] provided. Please realize this U-Haul Dealer is an independent businessman. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. As independent businessmen, they are free to accept or reject our suggestions in accordance with their own independent judgement. Mr. Sinclair assured our office the matter will be discussed throughly and critically with all involved and corrective action taken as necessary to see that our standards are understood and observed. He also mentioned he reviewed the entire rental and explained the rental fees were for the reserved amount and will stand.

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

Good day,

I wanted to share my negative experience using U-Haul here in Ottawa ON. I was moving on July 31st and required a rental truck, therefore I ordered one through U-Haul on July 22nd (Reservation #20598993). Come July 28th, nobody has called me to organize a pick up time which I needed in order to organize the move with my family and friends who were helping and had to travel from Montreal in order to do so. I called the preferred pick up location only to be told U-Haul had not yet scheduled a time.

On Saturday morning, July 30th, a day before the move, I have not yet been contacted so I called the U-Haul general customer service number to see what was going on. I spent 30min including the waiting time to be told by the representative that I can come pick up the truck at 12pm which was fine. Minutes later, I receive an email telling me I have to pick up the truck at 4:30pm.... Frustrated, I call back and once again spend 30 min just to be told that there was a change and there are no other trucks available in the area that day. They gave me the option to pick up a truck in a town over 100km away which I agreed upon and later canceled when I found a company that would accommodate my preferred time.

Organization and service was unacceptable. I made my order well in advance (11days) to give U-Haul the time to get a truck ready on the day of move.

When it came down to it, I was also given only one inconvenient option in pick up time the day before despite just speaking to a representative confirming an earlier time. It is unlikely that most people would decide to start moving at 4:30pm on a Sunday evening when they work the next day. Would definitely not consider using UHaul service again given the stress and time waste.

Thank you,

Michael Zgorzak

As a local business owner, one of my clients had requested a trailer hitch installation. I decided to sublet the job to U-Haul on 66th St in St Petersburg. On July 20th at 2:50 pm I spoke with a woman named Cherie. I was quoted a price for the entire job, asked her if the total included wiring installation and I was assured at least 3 times during our conversation that it was. I provided her with my Re-sale Certificate # and verified the total price again. Cherie stated that the hitch would have to be ordered, but it would be in by the following Wednesday (July 27th). I did not hear from anyone, so on August 1st I gave a follow up call. The gentleman on the other end stated that the hitch had not arrived yet, but I was scheduled for installation that Friday August 5th. I again asked for him to verify my price as there seemed to be some confusion over my tax exemption. I was quoted a price that was $80.00 more than the original quote. I asked to speak with a decision maker. 5 days later on August 5th at 6:30 pm a woman called me and I explained my concern and dissatisfaction with this sudden price change. After all the recording while you are on hold states over and over again that all calls are recorded so that they may keep their promises. I stated that I wanted them to keep the promise made by Cherie on 07/20/16. I was told that she would have to get back with me because she was unable to make that decision. No problem. Today, almost 3 weeks after my initial inquiry I received a phone call from the store, a woman (Carmen, the manager) told me that she could offer me a 10% discount. REALLY? This is a job that I quoted to one of my customers based on the information your employee provided to me. I am NOT going back to my customer to tell him that the job we agreed on is now going to cost him an additional 40%. I again expressed my need for their company to uphold it's promise, and I was told "I don't have those recordings, if you want it you can call customer service to request a copy of it". NOPE..... Your company is untrustworthy, and lies to it's customers. I do not do business with people like you.

May 9, 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].

Rod Baldwin, our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and explained he issued her a refund for $57.66 for the overtime charges, although the charges are valid.  The refund should post on her 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,
Maria P[redacted]
Executive Assistant
U-Haul International

Tell us why here...

March 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He relayed that U-Haul Engineering Services at our Technical Center test all equipment to safely determine load limits. At no time do we want to place a cusotmer at risk and the reason we give each customer a User’s Guide printed with each contract. Mr. and Mrs. [redacted] failed to follow both recommendations on the User’s Guide by placing the heavier items to the rear of the trailer. This resulted in the condition called whipping as the cusotmer described. They also overloaded the trailer causing the springs to break. The wrecker service noted in the Emergency Road Assistance file that after they removed 5 boxes from the trailer, it still weighed 4,700 lbs. Maximaum weight for the trailer Mr. and Mrs. [redacted] rented is 4,600 lbs.

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

November 4, 2015Revdex.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 Michigan Regional Office, advised our office our President for our Regional Office viewed the video as well and did not see where our GM was disrespectful.  He reiterated that he did offer his apology to Ms. [redacted], but is seems we have come to a point where we agree to disagree about the situation.  As I relayed in my previous letter, Ms. [redacted] was not charged for the damage to our equipment that came to a total of $2,247.67 in repairs.  In addition, our GM refunded her for the fuel.  Mr. [redacted] stated he feels a fair resolution has been made and the issue will not be addressed any further.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

January 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Inland Northwest regional office...

located in Spokane, followed up on the information Mrs. [redacted] provided. She informed our office she sent her the following email:

Dear Ms. [redacted], Thank you for your communication concerning your recent U-Haul rental. Communication like yours are extremely helpful as they keep us aware of problems encountered at a local level. Please accept our thanks for taking the time and effort to write us. After reviewing the video footage at the time of your rental Saturday morning, we were able to determine that your 17 foot truck was rented to you with no damage and was indeed returned with new damage. I have been advised that they did tell you about the damage while you were still there, but you did not know how the damage occurred and thus advised you did not want to pay for it. Your contract was placed on hold that evening so that our shop could do a damage estimate on it to assess the damages and the repair costs. According to your rental contract addendum (document holder), #4 indicates that "Customer agrees any charges that cannot be determined or that are not known to Company at the completion of the rental are payable by the Customer immediately upon receipt of an itemized invoice." I understand that Monday morning after completing your contract, the GM, [redacted] emailed you a copy of your final invoice, which you acknowledged having received in your Revdex.com File. I regret to inform you at this time we are declining your request to not be charged for the damages, as all evidence suggests that it did occur during your rental. Sincerely, [redacted] Customer Service

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 7, 2016

size="3"> 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customers Mr. and Mrs. [redacted].
 
Tom Snell, our Executive Assistant for our Rhode Island Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office our Traffic Manager reviewed the online price of equipment on the actual day of dispatch.  The rate was lower than the quoted reservation previously made.  A refund for $581.50 was issued as an adjustment and should post on their 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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

I have never once had the opportunity to speak with Mr. D[redacted], as much as I would like to.  He emailed me once without ever talking to me first or hearing my side.  I have since emailed him twice with absolutely no response.  This entire situation has been blown into a web of lies by Busy Bee, who wrote a statement that was 99% false and slandered my name, and now apparently Mr. D[redacted] also.  My husband even returned to Busy Bee last week on 9/14 and they promised to review the security camera for Sat 9/3 and call us back.  Of course they didn't call us back.  It would be quite obvious on the security tape that we returned the rental on 9/3 if someone would just look at it.  I don't know how a company can justify charging someone extra money without any concrete proof or even speaking to the customer even once. This entire situation has been causing me extreme emotional distress.  I would like someone from corporate to speak to me directly or I will have to follow up with legal action.

April 5, 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].

Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a refund for $33.61 was issued for fuel and the additional mileage.  The refund should post on Ms. [redacted]’s 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,
Maria P[redacted]
Executive Assistant
U-Haul International

Tell us why here...

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

September 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our Knoxville Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he...

attempted to reach Mr. [redacted] on four separate occasions.  He left a message with his telephone number requesting a return call but had not heard back.  In case Mr. [redacted] misplaced Mr. [redacted]’s telephone number, he can be reached at ###-###-####.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.

I am not satisfied with this resolution because I contacted Moving Help as I was instructed to do so by UHAUL, and they said they are not responsible I need to contact UHAUL. Moving Help said they are not a real company they are just an online site run by UHAUL. I have filed the complaint with Moving Help, I got the response back from the person who moved my furniture through Moving Help. He told me that UHAUL is responsible as I purchased insurance through them. I will be seeking legal action for their incompetent work on all of these companies involved. I find it irresponsible that such a huge company has such terrible service. I regret choosing UHAUL. I also filed a claim with the insurance company that UHAUL has provided me, good luck getting into contact with them. I am having anxiety attacks, panic attacks because my furniture is damaged. I guarantee you everyone will be paying for what I have to go through. My brand new furniture still in receipts is in ruins. Apparently nobody has any clue who is at fault, the response below said my issues are with Moving Help, once again blaming the issue on someone else. Anywhere you call they keep pointing fingers. I call UHAUL they say call Moving Help, I call Moving Help they say call UHAUL I call the guy that moved the furniture he says call UHAUL. For your information, the response I got from Moving Help customer service if you would like to know is to seek legal action against UHAUL from the representative on the phone :) THAT IS EXACTLY WHAT I WILL BE DOING!! 

Regards,

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.When I first file my complaint the Revdex.com I was notified via e-mail that I was to notify the Revdex.com if I was contacted but U-Haul and that the Revdex.com would serve as a mediator to resolve my issue. I was soon contacted by U-Haul representative named [redacted] Ogillvie who offered me 500$ for the inconvenience caused by there negligence. As written in the company response, I told [redacted] that I would consider her offer and call her back. What they failed to write in their response is that I called her back and declined her offer in hopes that the Revdex.com would be able to assist me in getting a refund closer to what I've asked for. I just wanted to clarify that I had already declined her offer for the time being because I was hopeful that the Revdex.com would be able to help me receive a more satisfactory result.

Regards,