U-Haul International, Inc.

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:

[redacted], I have read your concern. Im sorry for your reservation being moved to another location and it was not at the [redacted] as you had requested. I will honor the $50 Reservation Guarantee for you. It will be credited to the credit card used for your rental. I will process that today and you should see the credit in 3-5 business days. There will not be a refund for your entire rental as you had requested. Again,my apologies for your reservaton being moved causing an inconvenience in your move. Any further questions,please feel free to contact me. [redacted] Executive Assistant U-Haul of [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

[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,

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 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 recommendations for size were taken directly from U-Haul literature and this is the reason why we are at this point. For the first move, I was rented a truck that U-Haul states accommodates a 3 bedroom house, and yet it was nowhere big enough to take care of my move for a 1 bedroom apartment. My position remains the same: U-Haul's literature and size guidelines are outdated and employees are inadequately prepared or disinterested in customer needs.

The second move was not a matter of choice and a 6 hour hotel stay was definitely not part of a holiday weekend. U-Haul seems to have this protocol that the only time one stays in a hotel is when there is a breakdown. There has been a breakdown - a breakdown in communication regarding size and needs. Customers are so important, but U-Haul neglects to take care situations caused by their own shortcomings - misleading literature, poorly written websites, ill-informed employees....I fail to see the "fairness" in this offer when I am out-of-pocket an additional $518.78 for a second move that should have never occurred and U-Haul wants to offer $114.46 and a coupon to use their products again. This is not what I was told when the the first move wasn't working - I was told during several phone calls that this would be taken care of. 

Contrary to the response, I was blocked from speaking to anyone other than [redacted]. I called several times and each time, was told that my case was flagged and that my calls were to be routed to him. The last email that he sent, in March, said I could accept $114.46 or he would close the file. I have emails and phone records. Sounds like a bully tactic, not customer care.

At this point, I choose to never do business with this company again and I am posting this information for public viewing. The mobile society in which we live needs to be aware of a service industry that is not about matching its products with customer needs, and then doesn't step up to the plate.[redacted]

May 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest [redacted] Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and provided him with the telephone number to RepWest Insurance Company in order to file a claim for his damages.

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

January 26, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Arielle [redacted]s, our GM for our U-Haul Moving and Storage of Pasadena, followed up on the information Ms. [redacted] provided.  She informed our office she...

waived the late fees on Ms. [redacted]’s storage account.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

April 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Little Rock regional office, reviewed the information Ms. [redacted] recently provided. He informed our office he has not been able to reach Ms. [redacted] by phone. However, she can reach Mr. [redacted] by email at [redacted] or by phone, toll free at ###-###-####, or direct at ###-###-####.

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

Thank you for your concern for our customer Ms. [redacted], our President for our North Shore Chicago Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the late fees on Ms. [redacted]’s storage account were waived due to proof of the...

issue. Her payment was processed to avoid late fees coming back next day. A copy of the receipt was emailed to Ms. [redacted] as well.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

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] made an internet reservation on June 23rd to rent a truck on June...

28th. Ms. [redacted] was contacted and advised we did not have a truck at her preferred pick up location but we did have a truck at an alternate location 19 miles away. We offered her an additional 30 miles for travel to secure the truck. Ms. [redacted] declined the option and said she would call back. Ms. [redacted] canceled the reservation three hours later.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.

Ms Garcia,

The reason of my rejection is because they never offered free storage otherwise we wouldve accepted The whole reason we rented a truck from there is because [redacted] our sales clerk is the the one that told us that we were getting a month of storage with rental but we had to take our receipt to another location that offered storage. We went to other location and were told we couldnt get storage and by that time all other storage facilities were closed. That night it rained and thats why our stuff got wet and ruined. 2Ndly we were Never contacted and asked for another deposit. We got extensions from corporate in arizona to finish our move. 3rdly why he said theres no record of our calls to corporate amazes me. We called every other day. Especially when we got threatened by [redacted] that he had an apot with a detective to throw us in jail. I still have that voicemail saved for your listening pleasure. I have rented from Uhaul several times before and received extensions when needed and have never been so humiliated as I was by [redacted] and the Ferguson Uhaul location as I am now. Really? Jail? Uhauls reply is full of lies. And furthermore. Why is the truck not equipped with the one and only funnel it HAS to have in order to put gas in?? Roadside assistance didnt wven have the right funnel to put gas in. He rigged it in order for us to get gas in truck. We were stuck there for an hour and a half in a horrible part of town with truck loaded down with our belongings waiting on a guy to rig the tank for us to put gas in to get to storage unit before they closed. We didnt make it therefore another day lost. This is the worst experience and service Ive received ever from a company. 

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.In addition to the $59+ promised refund for the excess vehicle rental charges, I am also seeking a full refund for the erroneous charge of $33.53 for overcharge mileage not actually driven due to a paperwork error at time of rental.

Regards,

August 18, 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 Manhattan Bronx Regional Office, followed up on the information Ms....

[redacted] provided.  He informed our office the truck Ms. [redacted] rented had just been returned from another rental and still had to be inspected and cleaned out.  He asked that I relay his apology for the delay and inconvenience Ms. [redacted] experienced.  We realize moving can be stressful in itself, however, since we are a do-it-yourself moving company, we cannot be responsible for a personal time schedule or commitments.  Our records indicate Ms. [redacted] has disputed the rental charges with her credit card company.   
As we value Ms. [redacted] as a customer, Mr. [redacted] sent her a $10 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners.  We sell boxes, bubble pack, rope, tape and propane.  We also sell and install permanent hitches.
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 24, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up...

on the information Mr. [redacted] provided.  She has been in contact with Mr. [redacted] on more than one occasion.  Most recently Ms. Andia spoke to Mr. [redacted] and explained there were no call recordings found based on the 4 numbers he had given Ms. Andia back on July 28th.  Mr. [redacted] became upset and disconnected the call.
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.  Consider this complaint resolved.

Regards,

May 21, 2014

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern regarding Ms. [redacted] and her parents, Mr. and Mrs. [redacted].

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

regional office, spoke to Mr. [redacted] and offered his apology as well as provided his address for receipts to be sent for reimbursement. Mr. [redacted] also left a message for Ms. [redacted] offering his apology and provided the same information as he did with Mr. [redacted].

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

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,

August 3, 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] and...

[redacted] Office, followed up on the information [redacted] provided. [redacted] advised our office [redacted] was contacted and advised of a refund for $75 as an adjustment on her rental along with a refund for the $50 Reservation Guarantee Fee. Both refunds were issued to her [redacted] account on July 8th and should post on her next credit card statement if not already. As we value [redacted] as a customer, we also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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 Mr. [redacted].[redacted], our Reservation Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the 9 phone conversations associated with Mr. [redacted] and was in contact with him to...

discuss his concerns. He relayed the only time Mr. [redacted] referred to his specific needs was after he had already picked up the first truck. Options were offered where Mr. [redacted] would not have to pay for the truck he had and he could use alternate equipment. Mr. [redacted] was swapped out with one of the newer one-way 14-foot trucks to accommodate the larger hitch requirement and Mr. [redacted] was on his way to [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

October 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Patricia P[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: We received your letter to the Revdex.com. Since there was no monies charged to the card on file, we have requested a check to be mailed to the [redacted] address. It usually takes 7 days for the check to arrive in California. As to your request to drop the rating, we have no control over that.   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

We live in Louisville ky and we rented a uhaul 26' to pack and move to venice florida. Picked up truck took 4 days and 3 people to load. Got on the road and got to macon Georgia and the engine blew up. So we called roadside assistance and they had us sitting on the interstate for 5 hours before they could tow us to a near by uhaul. Then told us we needed to unload and reload to another 26' uhaul. This is at 10pm at night. So we unloaded and loaded the new uhaul. The people that we spoke to from uhaul were extremely HORRIBLE RUDE UNPROFESSIONAL AND NOT CONCERNED ABOUT MY FAMILY BEING IN A BAD AREA(INTERSTATE 475) UNLOADING AND LOADING ANOTHER UHAUL. THEY TOLD ME THEY WOULD BE OUT THERE IN 45 MINUTES TO AN HOUR. NEEDLESS TO SAY WE STAYED AT A HOTEL( UHAUL PAID) ONE LADY NAME WAS LISA SHE WAS VERY UNPROFESSIONAL. I WOULD DEFINITELY GO WITH SOMEONE OTHER THAN UHAUL ...BECAUSE IF YOU GET STRANDED IT'S UP TO YOU TO FIGURE IT OUT WITHOUT HELP.