U-Haul International, Inc.

August 11, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].   Michael B[redacted], our Area Field Manager for our Baltimore Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Mr. And Mrs. [redacted], I wanted to put it in writing instead of calling you to let you know that I gave you a full refund of $263.52 back to your credit card. I am so very sorry for the issues that you encountered. Between the poor customer service and the truck breaking down, I feel you are entitled to your money back. Respectfully yours, Mike B[redacted] Area Field Manager Uhaul Co of Baltimore   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

August 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our North Central New York Regional Office, followed up on the...

information Ms. [redacted] provided.  He informed our office he spoke with Ms. [redacted] and advised her of a refund for $350 as an adjustment on her rental.  The refund was issued back to her [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

July 18, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement.    James M[redacted], our Field Manager for our North Central New York Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Ms. [redacted] on or about July 7th and arranged a time to have the parts installed on her jeep on July 9th.   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

September 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] Regional Office, followed up on the information [redacted]...

[redacted] provided. She informed our office the situation was carefully reviewed again. She made attempts to reach [redacted] but found the primary number listed no longer in service and the secondary number went straight to voicemail. She left a message explaining, per their investigation, they found the accident was customer caused and no refund is warranted. She also included her telephone number if [redacted] wished to speak to her.

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 urge you to think beyond the notes and employ individual discernment when evaluating my case. The truth of the matter is it was not functioning mechanically exact during the night it was in my possession. I endured several less than professional debate session with the employees of this company and it was made clear that the tow truck company did not transcribe or maintain accurate notes and that seems all that you are going off of to make a decision. The fact that he tried to get the equipment to work properly and it did not seems to be missing from the notes. The fact the he had to resort to jumping up/down on the bumper of the Uhaul truck and the occurrence of me physically pulling the piece equipment in the opposite direction while he jumped up/down to create enough man made pressure to get the two to detach seems to be missing from the notes. Instead of simply taking the customer's account of the situation into consideration, you are choosing to make a decision based on poorly documented information. Your Uhaul expert came out and could not get the equipment to function, how does that translate to it working properly THAT night? What happened THAT night, is after all, what is in question. It's great that it did not glitch the one time you tested it, but that does not negate the fact that it simply was not functioning correctly the evening it was with me and your roadside assistant. I know how to operate the auto trailer as this was not the first time I've rented this equipment from Uhaul. I find it very disappointing that I've spent over $1000 dollars with this company during my two moves and you're fighting with me over such a small amount of money. The customer service issues alone merit the refund at this point. If you read the entire story of what happened that night instead of focusing on incomplete notes there is no way a rational person can come to the conclusion that the equipment was working perfectly. Please do the right thing by your customers.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 2/15/16  for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Courtney [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 called Ms [redacted] yesterday (1/20/2015).  She was not available.  I was told she would call me back.  She never did.I don't know what she means that I disputed a charge and will not get a refund of the money U-Haul owes me.

Regards,

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. He informed our office...

he issued a refund to Mr. [redacted] for the difference between what was paid as a one-way rate and what should have been paid as an in-town rental. The refund for $89.95 was issued back to the [redacted] account listed on the rental contract 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,

Executive Assistant

U-Haul International

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

[redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. She informed our office Mr. [redacted]...

[redacted] secured a U-Haul truck in [redacted] on May 31st and completed their 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,

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.

Regards,

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Dallas Regional Office, reviewed the recent comments from [redacted]. He relayed to our office that [redacted] was on an expired contract after many attempts to contact her. His decision in the matter remains the same.

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

July 19, 2016
 
Revdex.com...

ID#: [redacted]U-Haul Ref#: 1150727
 
Thank you for your concern for our customer Ms. [redacted]s.
 
Kelly G[redacted], our Executive Assistant for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted]s provided and sent her the following email in response:
Hi [redacted] Please accept our apology for the inconveniences that you incurred. I have personally mailed out a $200.00 cheque from my office to your address at [redacted] Please be advised if this is incorrect , please contact me at [redacted]. I will be in my office till 1:30 today. Once again, my sincerest apologies. Thank you. Kelly G[redacted] Executive Assistant
 
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

[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,

[redacted]   I have been contacted by Uhaul on July 14th, they have promised a full refund. I am curently waiting for the cheque in the mail. Thank you

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental...

agreement.

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She explained when they made their initial reservation, they were told the U-Haul truck was only available for 12 hours and needed to be back by 7:00 am as it was already scheduled to be used by another family before they made their reservation. Our U-Haul Center was able to allow them to keep the truck until 8:30 am. The contract was signed indicating the truck was due back at 8:30 am. As a result of them not abiding by the contract, we were not able to provide the truck for the next family and were forced to refund them the $50 Reservation Guarantee Fee. Ms. [redacted] apologized the truck was not available for the length of time they wanted, however, they were advised this from the beginning. She also explained that a refund could not be issued as the charges on their contract are correct.

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,

September 4, 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 Illinois Regional...

Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained that he had one box of books. She was going to the location to take pictures of the box and bring it back to the U-Haul Center to have stored in Mr. [redacted]’s U-Box. Ms. [redacted] stated she would make sure it was secured and then take more pictures and mail them and the keys to Mr. [redacted]. Mr. [redacted] accepted this resolution.

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

May 8, 2015

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] and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms....

[redacted] and investigated the situation. She issued a refund for $194.53 back to Ms. [redacted]’s Master Card account, which 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, [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 requested a full refund due to the numerous failings of this company. 

One issue I could unrest and. Six over a two month period is unbelievable ad inexcusable. 

 

Thanks,

Sent from my [redacted]

December 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at Northeast Expressway, followed up on the information...

Mr. [redacted] provided. Mr. Smith informed our office that Mr. [redacted] relayed to him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid.

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 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. Bear.Anthony F[redacted] Area Field Manager for our Fort Lauderdale Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he...

issued a refund for $471.30 to Mr. Bear and applied a charge for $104.59 for the in-town rental charges.  The transactions were applied to Mr. B[redacted] Visa 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,Maria P[redacted]

[redacted]U-Haul International