U-Haul International, Inc.

August 1, 2015Revdex.com # [redacted]U-Haul Ref# [redacted]Thank you for your concern for our customer [redacted] well the President in our [redacted], GA Regional Office contacted Ms. [redacted] and apologized for the runaround she received when trying to get her U-boxes delivered.Mr....

[redacted] well processed a credit of $1100 to Ms, [redacted] Card for her inconveniences, This credit should appear on her next credit card statement,Our customers are very important ro 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

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

Regards,

Lorene D[redacted]

June 24, 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 Pittsburgh regional office, followed up on the information...

Ms. [redacted] provided. He informed our office a different type of harness will be installed for Ms. [redacted] at a different U-Haul location at no charge. He also relayed that he issued Ms. [redacted] a $50 VIP Certificate to cover the cost of warranty and any incidentals.

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 President for our St. Louis regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her...

the following email:

Hello [redacted], I received a copy of the letter you sent to the Revdex.com regarding your recent rental. I looked into it and just want to let you know what I found out. Upon dispatch of the equipment, we estimated 20 miles would be used. Your card was "authorized" for $85.34, but no charges were colllected by U-Haul. Upon return, you had driven just 9 miles, so that was all the mileage you were actually "charged". The total put on the card upon return was $81.98, which is all that we collected from you. The initial authorization od $85.34 was released at that time and by now, your bank should have returned that available credit to your account. I also saw that you were charged $10 for use of the dolly and pads. You claim to have not used these items, so I have asked for a credit to be issued to your Visa ending in 0453 to be issued today. You should see that post within the next few days. All other charges are indeed correct. Thank you for your business and for bringing this matter to my attention. If you have any questions, please feel free to contact me at ###-###-####. Sincerely, [redacted] U-Haul Company of St. Louis

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 13, 2016

face="Times New Roman" size="3"> Revdex.com ID#[redacted]
U-Haul Ref#: [redacted]

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

Thomas S[redacted], our Executive Assistant for our Rhode Island Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Mr. [redacted], I have issued a credit of $63.25 the amount calculated after issue of $20.00 VIP . Sincerely Thomas S[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,
Maria P[redacted]
Executive Assistant
U-Haul International

Tell us why here...

January 30, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose actual name is on the rental contract.

[redacted], our Field...

Relief Manager for our Northern Colorado and Wyoming Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:[redacted], on behave of my MCP (Marketing Company President) [redacted] we do apologize about your experience and the inconvience of the breakdowns that happened I did close your objection and I also did reimburse the $50.00 reservation guarantee per my MCP [redacted]. We did resolve the issue of the days and hours issue that you ran into at the time of pick up that day. I personally called you and I also did speak to the hitch pro James and told him to give you the truck for the amount of hours that you had reserved it so that issue was resolved before you finished the rental and we did not charge you double so everything was perfectly clear as far as how long you would have it before you left. My MCP has also spoke to our repair dispatch manager about the vendor and that issue has been resolved. Thank you, [redacted] Field Relief Manager UHC of Northern Colorado and Wyoming

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 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Manhattan Bronx...

Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted] has been advised on more than one occasion that her situation did not qualify for reimbursement of the Guaranteed Reservation Fee. No calls were found where she was offered a refund for $50 for not being able to reserve the truck she wanted. In an effort to bring closure, Ms. [redacted] issued the remaining $25 today in addition to the $25 refund she issued on September 19th. Both credits were issued back to Ms. [redacted]’s Visa 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

October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Martha M[redacted], our Executive Assistant for our Atlanta North Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she...

spoke to Ms. [redacted] and provided a Reference Number to give her bank to research the refund that we issued to her Master Card account on October 12th in the amount of $162.63.  The refund 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,Maria P[redacted]Executive AssistantU-Haul International

I spent a week trying to straighten this out. My car payment  bounced and it took time away from my job. I want a refund. I was transferred all over from one dept to another

September 10, 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 Orlando Regional Office, reviewed [redacted] recent comments to your office. [redacted] advised our office there has been no change in the resolution already presented and asked that we refer you back to my previous response dated August 5, 2014.

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

June 24, 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 Southern Minnesota regional...

office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]’s father returned the loaded U-Box without a lock. He was advised we could not accepted a U-Box without a lock. As stated on the rental agreement, it is the customer’s responsibility to provide a lock for the box. Her father then returned the box with a lock. Once the U-Box is returned loaded, the fee for the first month of rent and the trailer rental are due. This fee must be paid before we can schedule a carrier for pick up. Ms. [redacted] relayed that the credit card Ms. [redacted] supplied was declined. Several attempts were made to contact Ms. [redacted] for payment with no response. Once they were able to reach her, they were able to charge the balance due of $74.76 and the shipping was scheduled. On June 12th the shipping fee was charged in the amount of $1457.00. Ms. [redacted] and her brother called our Traffic Manager several times. Ms. [redacted] relayed she had been told her box had arrived when in fact it had not and that her brother had to leave and she would have no help with her move. She relayed the truck rental plus hired help would cost $110.00. A VIP Certificate was issued for $110.00 to use toward the hired help with Emove. When Ms. [redacted] relayed there was a lock on her box and was seeking further reimbursement, she was advised U-Haul was not at fault and no further refund would 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

March 19, 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 Knoxville regional office, followed...

up on the information Mr. [redacted] provided. She sent him the following email:

Mr. [redacted], Please accept my apologies for the problems you incurred on your U-Haul reservation. I am refunding your credit card in the amount of $90.00 for the Tow Dolly and the Safe Tow Protection where you returned to the tow dolly to the dealer and did not use. Also, you will be refunded $50 for our reservation guarantee, for not having your equipment at your preferred location and you having to pick up elsewhere. The rate for the rental truck was $420.00 to go one-way from Dalton to Savannah, GA, this rate includes up to 3 days use and 432 miles, which you were given 40 additional miles since having to go to another location for your reservation pickup. So, on the one-way rental, you are not charged for days--you are charged for distance, and permitted a maximum number of days in which to complete the rental. I will be unable to refund the equipment rental rate, At the time of your rental, location should have had you do a walk around on truck and making if their was any notable damage to the vehicle, such as the missing rubber from the bumper, so that when you where at your drop off location, they would know this was old damage. I apologize that the dealer did not provide you with the service that you, our customer deserves. I will go over this situation and the condition of location with the Area Field Manager who overseas this location. As far as the equipment being rented out the same afternoon, once you had completed your move and turned equipment into location at your destination. Your contract was fulfilled and could then be checked in and rented out again to the next customer. For the additional inconvenience, I am crediting your account an additional $50.00. Sincerely, [redacted], EA

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,[redacted]

I had a terrible experience with uhaul. When looking to rent a truck for a long distance move, we submitted a reservation for a 10 foot truck. A day before we were scheduled to pick it up, we were called at 6:50am (we were sleeping) and were told that it was no longer available. They guaranteed that a similar truck was available at a slightly farther location away. We accepted and a few hours later were told that this one too was unavailable. Honest to god, this happened four times in one day, with each representive sayin with absolute conviction that they could guarantee, the existence of a replacement truck. At the end they offered to upgrade us to a 19 foot truck, but honestly we wanted the 10 foot truck. We were moving to a city, with a small amount of belongings and didn't want to deal with driving and parking a massive vehicle in a dense urban area. I'm just upset with the repeated telephone guarantees about the availability of our reservation, with email confirmations, only to be told otherwise last minute. Throughout this ordeal no uhaul representative seemed to even care enough to try to empathize with the situation much less rectify the problem.

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 and sent him the following email in response:Good Morning Mr. [redacted], Per our earlier conversation, if you could...

please send a copy of the gas receipt showing the amount of fuel that was put into the U-Haul truck, I would greatly appreciate it. Once I receive that receipt I will let you know if a credit will be issued. Thank you for your time.Ms. [redacted] also mentioned that Mr. [redacted] did not inform our U-Haul location that his brother would be an additional driver on the U-Haul truck. His brother was arrested for driving on an invalid license while driving our truck. The truck was kept for an extra rental period, therefore, that fee cannot be refunded. Our GM informed Mr. [redacted] if he returned the truck within a 24-hour period, he would only be charged one rental period. The truck was, instead, received overnight. Ms. [redacted] is, however, willing to review his fuel receipt for reimbursement.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 17, 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 Oceanside Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed their decision in the matter remains the same. The amount of time for the hold to drop is at the discretion of Mr. [redacted]’s bank. We collected only the amount of the rental, therefore, a refund will not be issued.

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

March 23, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jim S[redacted], our President for our Tulsa Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he never told Mr. [redacted] he had a written statement from Rick at [redacted] Service.  His office contacted [redacted] Service to see if he could tell us what was found wrong with Mr. [redacted]’s vehicle and if the installation of the trailer hitch is what caused an issue with the vehicle.  [redacted] informed us the problem was with the ignition timing, not something U-Haul caused.  They replaced the ignition module, the distributor and the IAC sensor and found Mr. [redacted]’s truck to run good.  A few days later Mr. [redacted] took his truck back to [redacted] where it was checked again and nothing mechanically was found.  Mr. S[redacted] relayed 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, Maria P[redacted] Executive Assistant U-Haul International

April 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted], and Northwest Territories, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered an apology for not keeping the scheduled appointment at the store. A refund for $150 was issued to Mr. [redacted], which is more than what was collected for our services. 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

September 13, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Terry S[redacted], our President for our Montana Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office Ms. [redacted] made the decision to continue with no regard due to her time line.  He assured our office at no time was he rude.  He simply explained options and tried to be reasonable with her.  When a full refund was not issued, Ms. [redacted] became upset and did some name calling and then hung up. Mr. S[redacted] relayed 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, Maria P[redacted] Executive Assistant U-Haul International