U-Haul International, Inc.

Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted], followed up on the information Mr. [redacted] provided. He informed our office he reviewed the reservation call for Mr. [redacted] and our operator asked if his [redacted] pick up cab had a...

regular cab or a super cab. Mr. [redacted] replied it was a regular cab when in fact it was a super cab. Unfortunately, a super cab affects the hookup. Mr. [redacted] sent the following email to Mr. [redacted] on September 12th and recently advised our office his decision in the matter remains the same.Mr. [redacted], I want to thank you for contacting me and allowing me to help you resolve this issue. We at U-Haul take every concern very seriously! I have reviewed the call several times and also have had time to reflect on our conversations. I have come to the determination, after reviewing industry standards and terminology used by [redacted] company that my previous decision is still valid and will stand. Below please find for your review what [redacted] considers a regular cab or super cab, this can be found by using google images. Although at this time I can not find fault to be with U-Haul, I have however issued you a Reservation Guarantee in the amount of $50 to be applied to your credit card on file. While this does not normally fall under our Guarantee Policy, I however hope this will serve as a good gesture on our part to help with frustration you experienced over the miscommunication of your model to our representative. Due to the information that was found from the review of your call when the reservation was made, and the information that was retrieved regarding the specific model of your vehicle, I will be unable to authorize the relocation of your vehicle to your destination. This will serve as the final resolution in this matter, myself and U-Haul will consider this concern to be resolved. We thank you for your patronage and hope you consider U-Haul for your future moving needs. Please accept my apology for the delay in getting back to you, if you feel you need to discuss this issue further contact me on my cell anytime ([redacted]-[redacted]-[redacted]).[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,[redacted]Executive AssistantU-Haul International

June 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Gorman, a Senior Customer Service Agent, followed up on...

the information Ms. [redacted] provided and sent her the following email:

Hello Miss. [redacted], I am writing due to the complaint file we have regarding the reservation. I apologize for the experience. I was able to pull the call. I do apologize for any miss-understanding. The agent offered an alternate drop off discount to drop in Baton Rouge of $383, however, the discount was declined. If you have any other questions please let us know. Thank You, [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

March 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Muskegon, followed up...

on the information Mr. [redacted] provided. He informed our office he issued Mr. [redacted] a refund for the $30 fuel fee in the interest of customer good faith. Mr. [redacted] explained the truck was not refueled properly when it was dropped after hours. The refund should post on Mr. [redacted]’s next Master Card 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

March 17, 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].

Raimel G[redacted], our President for our Miami Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Visa account.  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
Tell us why here...

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located in Portsmouth, followed up on...

the information Ms. [redacted] provided and sent her the following email on September 3rd in response:

Ms. [redacted] we apologize for any problems you experienced with your rental as a result I am prepared to offer you a refund of $68.82 that will make the cost of your rental $95.00 which is what you would have paid had to receive a 26 ft. Please respond by email letting me know if this meets your approval.

Our records indicate a refund for $68.82 was issued back to Ms. [redacted]’s [redacted] account on September 5th 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

I never agreed to pay $363.03 for *any* services from U-Haul.  The charge thatyou U-Haul made on October 10 to my card was unauthorized and I have neverreceived any services from you for that charge.  I did agree to pay $345.95, and was charged on October 3rd , and do not disputethat charge, to have my U-Box delivered to my new residence, unloaded, andreturned to your Bryant Street location,  on October 10, through your partnerwww.movinghelp.com.I have made many requests to U-Haul to remove the unauthorized charge you madeto my card for $363.03 on October 10, on many occasions and provided all of theinformation that I can possibly provide on those occasions.  On several of thoseoccasions, U-Haul representatives that were able to locate these two charges tomy card acknowledged the mistake and indicated that they would call me back.Check your recordings!  I *never* received those calls back.Attached, I am sending you the receipt I received when I made the reservationfor the U-Box delivery, unloading, and return, with www.movinghelp.com.  You will note that this receipt indicates that my card was charged $345.95 onOctober 3, 2015, it provided me with a payment code that I  provided to themovinghelp mover, Cesar Fernandez, upon his completion of unloading of theU-Box.  This charge appears on my cc statement as a charge from U-Haul inArizona on behalf of www.movinghelp.com.I have attached a snapshot of how that charge appeared on my credit card.On the morning of October 10, the Bryant Street location placed a charge of$363.03.  Since I had already paid all of my fees associated with my U-Box rental,I immediately recognized this as an unauthorized charge to my card, and calledthem that day to let them know.  And I have made many attempts over the past 6 months to have U-Haul correct their error.  I have attached a snapshot of how the unauthorized charge made on October 10appeared on my credit card.

March 5, 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 Blaine, followed...

up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] as well as sent her an email explaining she issued her a refund for $80.29. Ms. Aveen-West also mentioned the U-Box was stored in a smoke-free warehouse, therefore, a refund for the cleaning will not 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

[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. Even though the payment does not include the unjustified late fees we were charged, we just want to move forward with our lives. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

July 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.   He explained [redacted] is the name of the...

storage agreement for [redacted].  Ms. [redacted] is Ms. Smith’s mother.  Ms. [redacted] was given a #1 key when she moved into the unit.  A #1 key can be used to open any unit.  Our customer is then required to place their own disc lock to secure their unit, which Ms. [redacted] did not do when she initially moved in.  We had another customer that moved in and was given a #1 key for Unit [redacted] but went into Unit [redacted] in error.  All parties involved met at the U-Haul Center and will meet back again to sort out their possessions.  If items are missing, they are aware a claim with RepWest Insurance Company will need to be filed.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

August 17, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage at Coliseum, followed up on the information...

Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] on more than one occasion and addressed her concerns.  A deposit for an estimated rental fee is charged at the time of rental as documented on Ms. [redacted]’s rental contract. Please be advised that getting the truck stuck in the ditch is considered driver responsibility and the expense is not covered by U-Haul.  A refund for $107.90 was issued back to Ms. [redacted]’s [redacted] account on July 7th.  Ms. [redacted] explained this is the only refund that 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 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

agreement.

[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided and sent them the following email in response:

I have reviewed the concern you filed with the Revdex.com in Arizona. I am at a loss to explain how the reservation got so convoluted. No one can give me an explaination. You are correct, your reservation was made far enough in advance to be honored in Davis. You have requested $69.81 I feel you should receive $75.00. I will credit that amount back to the [redacted] card that ends in [redacted]. I will process the refund today and you will see it back on the card in 3 to 5 business days. Please accept my apology for the mixup.

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 15, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

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

[redacted] in our Yuba City Regional Office informed us she has left several voice messages for [redacted], asking for a call back to discuss her concerns. [redacted] is...

processing a check refund for $75 which is being sent to the address on [redacted]'s Revdex.com file.

We truly apologize for [redacted]'s recent experience with our company.

Our customer 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.The discrepancy remained within the logging of the mileage, and the handling thereafter of this complaint.  The company charged the credit card on file which was solely used as a reservation tool.  I had made it clear to the company that I was not in a position to pay them for services until we had reached a resolution.  The Manager did a poor job of returning several calls.  He had given a commitment to review the contract which he did not follow through with.  In that time the credit card was charged, event though there remained a discrepancy in regards to the bill.  The conduct of the business has been extremely unprofessional and inefficient.  I am open to being contacted via telephone to discuss this further.  At present time I consider this issue unresolved and am very dissatisfied with the customer service received from UHaul.  

Regards,

June 30, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Ryan P[redacted], General Manager, has reached out to the customer and came to an agreement. U-Haul will reimburse Mr. [redacted] the entire shipping amount of $1962.00 once U-Box arrives, and pay Mr. [redacted] $50.00 per day from 6/26/2016, until his U-Box arrives.
 
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

June 28, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Elizabeth L[redacted], Traffic Control Manager, reached out to Mr. [redacted]. Mr. [redacted] agreed the rate for the truck was $606 and the auto transport was $244. Ms. L[redacted] apologized for the error, and refunded the difference of $192.50 back to the customer’s card. Mr. [redacted] agreed to the amount and the issue is resolved.
 
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

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.
The reason why I'm not satisfied with the response is because this doesn't resolve my issue. The company, Uhaul, never assumed responsibility for their mistake of not adding safestor to my account. I had witnesses on site with me when this transaction was taking place. The $1000 that [redacted] offered wasn't offered until after I filled a complaint with the Revdex.com. I filed a complaint on, 06/05/2015. [redacted] contacted me on 06/08/2015 by email to offer me a $1000 good will settlement. In which was proceeded by the [redacted] representative explaining that management will not go any higher. I hope they're satisfied with their business practices because I will never do business with them again. I traveled (3) long days with all of my household items from Arizona to Oklahoma to have nothing to show for it. This was a complete waste of time, effort, and money. All of my household items were destroyed in Uhaul's storage because they failed to disclose their pest infestation of mice. This is unacceptable. I no longer have my military memories, my son's baby/ child memories, family portraits, important documents, living room and bedroom furniture, etc. They think I'm supposed to start over with a $1000. This is very inconsiderate on all parties involved.

Regards,

November 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Anthony F[redacted], our Area Field Manager for our Fort Lauderdale Regional Office, followed up on the information Ms. [redacted] provided and sent him the following email...

in response:[redacted] my name is Tony F[redacted] the Area Manager for U-Haul of FTL . I am sorry about the issues you had at Southgate Mobil . I have refunded your rental in full . I made a call to you and it would not go through. If you need to speak to me my # is ###-###-####. Thank YouOur 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 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 wonder how long Walmart would stay in business if every sale was final and the customer was always wrong. 

Regards,

February 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office, followed...

up on the information Mr. [redacted] provided. She informed our office a refund for $213.59 has been issued back to Mr. [redacted]’s [redacted] card account as requested. 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

March 5, 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 at Russell Rd., followed...

up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for communication problems concerning shipment of the U-Box. He agreed to refund $20 per business day delayed on shipping. Ms. [redacted] accepted the resolution and both will be back in contact after the box arrives to calculate the refund.

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