U-Haul International, Inc.

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,

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Cleveland regional office, followed up on the information Mr. [redacted]...

provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. Mr. [redacted] issued Mr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer and provided Mr. [redacted] with his cell phone number for assistance in the future with his next U-Haul rental.

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

February 25, 2015

[redacted] 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 spoke to Mr. [redacted] and found him to be very cordial. Ms. [redacted] advised him of a refund she will issue for the transfer of his goods.

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 25, 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 located in Portsmouth, VA, followed up on...

the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted] unfortunately we are unable to refund you on the fueling fee. Per your rental agreement there is a $4.50 per gallon plus a $30.00 fueling fee if the truck is returned below a1/4 of a tank of fuel. As far as any mechanical issues with the truck, that particular has rented about 20 or more times in the last 45 days with no reported issues by any other customer 
Thank you for bringing this matter to our attention and allowing us to offer a response.

 

Sincerely,

Executive Assistant

U-Haul International

September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the contract.[redacted], our President for our [redacted] Regional Office, followed up on the information...

[redacted] provided. He informed our office [redacted] and [redacted] were contacted and advised that at that time the pick up location was only preferred and had not yet been scheduled. Once the equipment is scheduled at a specific location and time, we guarantee to fill the reservation as scheduled or will refund the $50 Reservation Guarantee Fee. Their situation did not qualify for the refund of the Guarantee Fee.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

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest California Regional Office located in Yuba City, reviewed the recent comments [redacted] relayed to your office. She informed our office she issued the $75 refund back to [redacted]’s [redacted] account ending in [redacted]. The refund should post on her 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

February 26, 2016   Revdex.com ID#: [redacted]           U-Haul Ref#: [redacted]

justify;">  Thank you for your concern for our customer Ms. [redacted]

Vernon R[redacted], our Executive Assistant for our Northern [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms. [redacted] was contacted and thanked for bringing this issue to our attention.  It was determined this was programming error that has since been addressed.  Ms. [redacted] was also informed of a credit for $30.   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 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]

January 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President...

for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that approximately three months ago he spoke to Mr. [redacted] and explained that although we appreciate his business, the additional free mileage he was given on past rentals would not longer be offered on any future rentals. Mr. [redacted] continued to request discount options and Mr. [redacted] replied that he was welcome to contact our Corporate Moves Department to see if they offered commercial type rates that would help him. On a local level, however, Mr. [redacted] went on to relay that the additional miles at no charge would discontinue. He also apologized for any inconvenience. More recently, on January 6th, Mr. [redacted] contacted Mr. [redacted] to discuss his rental regarding a truck he rented that he states had lost power and smelled like antifreeze. Mr. [redacted] apologized and stated he was not aware of the specific circumstances surrounding his rental but he would make some calls to research the issue. Mr. [redacted] spoke to our Repair Dispatch Manager and was told a wrecker company had picked up the truck in question and it was inspected by a mechanic. The report came back that there was nothing found mechanically wrong with the U-Haul truck. Mr. [redacted] relayed this information to Mr. [redacted]. Before he could finish with his explanation Mr. [redacted] became agitated and asked Mr. [redacted] if he was accusing him of making the story up so he didn’t have to pay the bill. Mr. [redacted] replied that he was not saying that and asked if he needed another truck to finish the move. Mr. [redacted] said he did not but that he wanted some type of compensation. During the same conversation Mr. [redacted] brought up their previous conversation about contacting Corporate Moves. Since we were not able to accommodate him, Mr. [redacted] advised him that he believed [redacted] and [redacted] have commercial rates that might work for him. Mr. [redacted] told Mr. [redacted] he needed to allow him to talk, therefore, Mr. [redacted] only listened to him state how he spends thousands of dollars with U-Haul and how he felt he was being disrespected because we would not give him his money back on this rental. After Mr. [redacted] was done, Mr. [redacted] asked if he was finished and ended the conversation.  Please be advised a refund will not be issued. 

As far as the E-Alert file, Mr. [redacted] advised our office that it appears the balance of the rental was paid and Mr. [redacted] has been removed from E-Alert. He also mentioned that according to the mechanic at the repair shop where the truck was taken, the truck had been driven over what looked like a bucket of drywall as it was all over the undercarriage and on the side of the truck.

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.[Provide details of why you are not satisfied with this resolution.]

First of all, I did not receive any phone call or message from U-haul. I am [redacted], not Mr. The thing is that I did return the cargo with 3/4 tank of fuel level not 1/2 tank. I do not know the internal checking system of U-haul, but I only used 19 miles in that day; it is impossible using that much fuel. Moreover, I did fuel the tank before I return. I am sure I return the cargo with 3/4 tank of fuel level.

Regards,

February 26, 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 Oshkosh, followed up...

on the information Ms. [redacted] provided. He informed our office a refund for the tolls in the amount of $33.60 was issued back to Ms. [redacted]’s Visa account on February 17th along with a refund for $170 issued back to the same credit card as an adjustment on her rental on February 24th. Both refunds 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

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North East Dallas Regional Office, reviewed the recent comments [redacted] relayed to your office. He informed our office he authorized a refund for $24.50 back to their [redacted] account used for the rental. The refund should post on their 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

August 17, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers Mr. and Mrs. [redacted].   Kevin N[redacted], our President for our Missouri Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he assured Mr. [redacted] U-Haul does not patch tires on our equipment and he was sorry he incurred a flat tire during his move.  We sent roadside assistance out to his family to change the tire on the truck and they was able to complete their move.  Due to the flat tire incident and the inconvenience Mr. [redacted] and his family experienced, a refund for $40 was issued back to his Discover Card account as an adjustment.  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, 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.

I never received a phone call from Mr. [redacted] or any voicemail left in regards to my claim.  And I would welcome a phone call because I believe it would be more effective as opposed to these back and forth emails.  As for the resolution that was presented to me, there are still items that I have had to pay out-of-pocket for and Uhaul is not compensating.  The larger truck that I had to pay for, more gas in a larger truck, a truck with a check engine light on which questions the safety, inconvenience, driving all over Chicago to multiple stores, and the wear and tear on my vehicle are still not covered.  I do not want a Uhaul credit of any kind, as stated in previous letters and phone calls.  Why would I patronize Uhaul again after my experience and all of the time and effort that I have spent calling and writing letters such as this one?  I do however appreciate the $150 refund and hotel and gas reimbursement but feel the offer needs to be renegotiated.  It has been 2 months since my move and I am still trying to resolve this issue.  Please advise me on how you would like to proceed.

Regards,

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] South and Southwest Suburbs, followed up on the information Ms. [redacted] provided. She informed our office a CSR at our U-Haul Moving and Storage of [redacted] location has been in...

communication with Ms. [redacted]. Her contract is on hold at this point due to the fact her credit card can not be charged. Ms. [redacted] is mailing in a money order. Ms. [redacted] also mentioned there is no Promissory Note on the contract.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

June 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our...

Storage Manager for our Ohio regional office, informed our office Mr. [redacted] selected $1000 Safestor Protection limit, which was refunded by RepWest Insurance Company to satisfy their claim although they could not confirm any mold issues at the storage facility. Please be advised we offer Safestor Protection limits up to $15,000. Ms. [redacted] also relayed that a refund for $1,807.07 was issued, which is the total amount of storage rent collected for their unit. She went on to say that all warranted refunds have been issued. It is unfortunate Mr. and Mrs. [redacted] had ruined items, however, we do offer a wide range of Safestor limits so each customer can choose what best fits their needs.

Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] South and Southwest Suburbs, advised our office she contacted Ms. [redacted] and explained she did not owe anything extra on the rental transaction.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.I have yet to be contacted by a single person apologizing for the companies mishandling of the situation and dreadful customer service in every aspect of this issue.

Regards,[redacted]

Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Northern [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him that our Traffic Manager had issued him...

the $50 Reservation Guarantee Fee back to his [redacted] account and 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,[redacted]Executive AssistantU-Haul International

January 29, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Gavin [redacted], a Customer Service Representative, contacted Ms. [redacted] to discuss the recent information she sent your office.  Ms. [redacted] at first stated she had no knowledge of the rebuttal and had no idea why your office sent us the rebuttal statement.  Mr. [redacted] attempted to explain the call recordings but with every mention he made that disproved her claims, she would become upset and change the subject to another problem she ran into, only to come back to try and readdress the problem Mr. [redacted] had already tried to explain.  She had no interest in the proof Mr. [redacted] provided from the recorded calls to explain how we reached our decision.  Ms. [redacted] eventually agreed to have the recorded calls sent to her for review.  Mr. [redacted] relayed to her that unless she finds a mistake in communication, our decision remains the same.  Ms. [redacted] will be back in contact with Mr. [redacted] after she reviews the calls.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 [redacted]Executive AssistantU-Haul International