U-Haul International, Inc.

December 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office.  Please be advised the name on the U-Haul contract is listed as [redacted].Stu K[redacted], our Field Manager for our Southern Massachusetts and...

Cape Cod Regional Office, followed up on the information Ms. [redacted] provided.  He attempted to speak to Ms. [redacted] but reached her voice mail.  He left a detailed message with his direct cell phone number should she have other questions.  Mr. K[redacted] explained this issue is a matter between Ms. [redacted] and her daughter’s boyfriend, Mr. [redacted].  U-Haul is the third party.  The credit card was authorized by Ms. [redacted], as she mentioned in her letter to your office, for all charges relating to this rental from start to finish.  We can only make a refund to the credit card if another form of payment is provided.  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

July 28, 2015Revdex.com # [redacted]U-Haul Ref# [redacted]Thank you for your continued concern for our customers [redacted] and [redacted] [redacted].[redacted] the Field Relief Manager reviewed these concerns with [redacted] the President in our Fremont, CA Regional Office and offered this response.     The customer was not charged for the damages without making sure they were responsible. The customer signed the uhaul contract knowing full well they did not take the insurance and that they are responsible for damages to our equipment - regardless of fault. I am the first one to give the customer the benefit of the doubt , and more than willing to reverse charges when justified. However the customer damaged out equipment , did after hours drop, and is responsible for the damagesThank you again for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International

April 13, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the actual truck rental agreement. 
 
Jim M[redacted], our Executive Assistant for our Pittsburgh Regional Office, reviewed the recent information provided and sent the following email in response:
We have received and reviewed your second letter to the Revdex.com. I see that you were able to contact our insurance company and your damage claim has been addressed. As stated in our previous email, we believe the remaining additional charges for mileage and cleaning to be accurate and are considering this matter resolved.
 
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

May 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   David R[redacted], our President for our Detroit Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and agreed to issue her a refund for $800, which is all payments made on the storage unit.  He is also helping her through the claims process on her auctioned items.   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

April 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our Manhattan Bronx Regional Office, followed up on the information Ms....

[redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced at our U-Haul location. Ms. [redacted] relayed she had filed a claim for damages and thanked Ms. [redacted] for the follow up 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

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 a refund for $48.78 was issued back to Mr. [redacted]’s [redacted] account on September 11th...

and should post on his next credit card statement.As we value Mr. [redacted] as a customer, Mr. [redacted] explained they sent him a $30 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,[redacted]Executive AssistantU-Haul International

August 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northern...

Arizona Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology as well as advised him of a refund for $300 due to the late delivery of his U-Boxes. The refund was issued back to Mr. [redacted]’s [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,

Executive Assistant

U-Haul International

January 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. Because he has not been able to reach Ms. [redacted] by phone, he sent her an email with a copy of the charges. He reiterated that in the end she was only charged $35.47. Late Not Returned fees were refunded as well as a refund for $50 that was issued as an adjustment. Mr. [redacted] is waiting to hear back from Ms. [redacted] if she wishes to contact him.

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 16, 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 informed our office she spoke to Mr. [redacted] and discussed his concerns. She advised him of a refund for $40.98 she issued back to his Visa account and should post on his next credit card statement. Ms. [redacted] also mentioned that we did make furniture pads available for Mr. [redacted] but he stated he did not have time to retrieve them. If Mr. [redacted] wishes to file a claim for damages he will need to contact RepWest Insurance Company at ###-###-####.

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,

While I am glad that they have finally honored the rebate that I was promised for the inconvenience of them not honoring my uhaul trailer reservation, they have yet to address the fact that their further incompetence caused me a loss of equity. I hold them directly responsible for this loss.

There reason for not compensating me is that they claim I did not pick up the furniture pads because I did not have time to do so. However, they failed to account for how their incompetence contributed to the lack of time and that their idea of offering furniture pads was spurious based on the circumstances around that offer. 

1. I was sent 30 minutes (or an hour round trip) out of my way to pick up the uhaul, because they could not honor my reservation for a trailer at the location I had requested (they waited until one day before pickup to notify me and had an entire business week to make arrangements to honor that request.

2. 10 minutes before I picked up the trailer (I was already 20 minutes on my way), I was called and informed that the new pickup location didn't have the furniture pads that I had reserved. In fact I was informed that there were NO furniture pads in the entire CITY. I had already been diverted an hour out of my way, and at the last minute they informed me that I had to make a second detour, because they were not able to honor my reservation for something as basic as furniture pads in an entire city. I was told were I could pick up furniture pads, but I had no clue were to go or how far away that location was. I was already an hour behind schedule (again because of them), and they wanted me to make a second detour.

I am sorry, but this does not constitute honoring my reservation or request. I want to be compensated for my loss from the responsibly party, uhaul international. If they want to file a claim with an insurance company that covers business losses because of their own incompetence, that is their business, but I refuse to deal with a third party when uhaul is at fault.

June 27, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted] - [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
Jim S[redacted], Marketing Company President, spoke with Ms. [redacted] and apologized for the overcharges. Mr. S[redacted] has removed the promissory note that was created. Ms. [redacted] does not owe U-Haul any further payments for the rental Contract [redacted]
 
As we value Ms. [redacted] as a customer, we also agreed to a $50.00 VIP Certificate that can be used toward a future purchase, a rental, or towards the many products and services U-Haul has to offer. 
 
Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.
 
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

April 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our NW Ohio Regional Office, reviewed Mr. [redacted] recent comments and sent him another email in response:

Dear [redacted] Again, please let me apologize for the inconvenience this may have caused, but as I stated before it is the customers responsibility to secure their belongings. If the couch had been stored securely inside a storage unit this would not be an issue, leaving the couch sitting in the hallway was negligence on the part of the customer. I have spoken to the GM at this location and she was not aware that the couch belonged to you. She did state that she had left it sit were it was for a period of time hoping that someone would come in and secure it, when that didn’t happen she had no choice but to put it in the re-use center or as she called it the "Shared area." Our responsibility comes in to ensure that other customers are not inconvenienced and leaving a couch sitting in the middle of the hallway was an inconvenience not only to other customers but to the employees who had to navigate around it. It is my understanding that the agreement for the freezer that was made with the prior GM was that you had a week to have it removed, again, no mention of any deal to leave a couch sitting in the hallway. Notes in your contract from 11/5 state that you were coming in on 11/8 to remove the freezer, still no mention of a couch. On 11/11 notes state that you were contacted again and told that the freezer would be unplugged and put into the shared area. Current GM then offered to deliver freezer to your new address and still no mention of couch. According to the GM there was no mention of a couch until 11/19 when you had come in to rent a truck. I am unclear as to your claim of discrimination or how you were taken advantage of. If this was your perception then please let me apologize for whoever made you feel this way. Sincerely, [redacted] U-Haul Co. of N.W. Ohio ###-###-#### 

 

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 Mr. [redacted].

[redacted], a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] was on our E-Alert System for two...

separate contracts due to extra days and miles used on each rental. When Mr. [redacted] claimed these were not his charges, we advised him to file a police report for identity theft and send us a copy for review. Nothing was received. At this point we show the outstanding charges have been paid and he is no longer on E-Alert. Please be advised a refund will not be forthcoming.

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 booked a truck 2 month in advance of my move and even called in and confirmed over the phone. The night before my move they told me my truck wasn't available and they would call and let me know when the truck arrived. Well no one phoned and no truck arrived. The customer service line kept putting me on hold and not coming back onto the line or I was stuck waiting for upwards of two hours. I gave up phoning and went to the uhaul pick up in langley and there were 2 trucks in the size I had ordered sitting there in the lot!! The lady at the counter was extremely rude and wouldn't let me take the truck unless I promised to have it back by 8am the next morning which was not giving me my full 24hr rental and refused to acknowledge I had already had a truck booked two months ago. The truck I received head very poor steering and was very hard to control and felt unsafe for the road. Not one person from U-Haul was helpful in trying to get my problem resolved.

November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Frank G[redacted], our President for our Fort Lauderdale Regional Office, reviewed Mr. [redacted] recent comments.  He informed our office he left two separate messages requesting a call back in order to personally address his concerns but has not heard back.  In case Mr. [redacted] misplaced his telephone number, Mr. Grau can be reached at [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,

[redacted]Executive AssistantU-Haul International

December 5, 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 Northern Nevada Regional Office, followed up on the...

information Mr. [redacted] provided. She relayed that noted on the rental contract for the Promissory Note, it does state if payment is not received in 7 days, U-Haul will immediately initiate collection procedures. Collection was done on the 10th day.

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

27, 2015First

of all, we would like to thank the Revdex.com (Revdex.com) for being a

voice for the voiceless and the less fortunate individuals; individuals

targeted by rouge business owners and companies. We appreciate it once again

and we will disseminate the word for others to use this wonderful avenue to

surrender the wrong business doers easily. Break

….. break …… Dear

U-Haul, We

have discussed the situation in person and via email. However, the only offer

that you promised was to refund the one night Hotel stay. You denied reimbursing

for the main cause which is the Defective Trailer. You don’t have to be

reported to a higher official to give a respectful and polite reply to your

customers. Customers expect you to be courteous and professional when you

conduct business. Now,

we just read your first reply to Business Bureau (Revdex.com) stating that “we have

already refunded 50% of the trailer payment” We got confused and checked our

bank account and we found $300 deposited two days ago on Oct. 24, 2015; after

you were reported to Revdex.com. This

shows your true picture; deceiving and mischievous work ethics. From the very beginning,

our complaint has been on the Defective Trailer that put our family life in Great

Danger. You tried to explain the situation as a Mechanical Failure. NO, IT IS

NOT; it is negligence on your side; renting a defective trailer that needs to

be out of use. Let us give you another brief scenario and you will tell us if

you call it a mechanical failure:1.  The day we came to take the Trailer, the brake light was not working. Your technician couldn’t fix it. After two hours you sent us to another technician. The second technician was angry because the whole electrical wire was old and broken inside. He replaced a brand new wiring and we left after another two hours. WE HAVE SPENT FOUR hours before we even begin our long journey. As a result, we postponed our trip to the next day.
2.  The next morning, after we drove 12 hours we took a break and fortunately we did a safety check on your Trailer. We were so lucky to find out the loose chain; it was about to broke off. We called the nearest U-Haul and replaced the chain. The U-Haul guys who replaced the chain called the Manassas, VA office and complained on you for putting a rusted/old chain. WE HAVE SPENT UNNECESSARY TWO hours again and of course forced to stay in a hotel; just to ventilate our frustration.
3.  The following day was the most DANGEROUS day; literally a DEATH CALL. After we drove about 6 hours two people were following and giving us an urgent signal to stop the vehicle. We stopped and got out of the vehicle to find out the Wheel/Tire was about to fly/broke off. Had it not been for these two Good Samaritans we would not be here today to tell our stories; the whole family including three little Kids were not alive today; maybe we may include some other passengers on the highway when we roll over.   Now

tell us, which one are you calling a Mechanical Failure? The Brake Light Wiring,

the Old Chain, or the Corroded Wheel/Tire? If you call this a mechanical

failure, we call the whole situation a DELIBRATE set up focused on CERTAIN innocent

customers. We

are talking about your negligent business practice that puts the life of

unsuspected customers in GRAVE situation. We are so upset and unsettling with

your disrespect. We respectfully request the following from you/your company immediately.

Please DO NOT wait our next step to fulfil this request like you did when you

get reported to Revdex.com:Respect your customers regardless of their color, sex and country of origin. Send us a formal and official Apology Letter; of course a copy to Revdex.com (Revdex.com).Refund the whole amount that we paid for the DEFECTIVE/KILLER TRAILER ($600).Finally, we have lost all documents, receipts and other staff when we off-load and on-load to change to the new trailer after the defective trailer is changed. We have spent additional THREE hours to do this. Altogether, we have spent NINE EXTRA hours on our journey. In addition to the defective trailer ($600), we need to be refunded up to $500 that we spent due to unnecessary travel extension; hotel, food, etc. If

you don’t agree on these terms, let us know as fast as possible. We are asking

only our expenses NOT the big PUNITIVE DAMAGES that you will be forced to pay

in a court of law; in front of a humane judge.We

have spent three days of frustration being worn out physically and as well emotionally.

We still have the nightmare of rolling over on the highway and run over by the

18 wheelers. Imagine putting your three little kids and driving 22 hours pulling

a defective trailer. This

is not a Mechanical Failure; it is Negligence and Poor Customer Service. Please

act accordingly to your earliest convenience to compensate your innocent customer.Sincerely, [redacted]

Thank you for your concern for our customer Mr. [redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello [redacted], After reviewin your cusotmer service file. I...

have emailed you a copy of your dispatching contact. The contract states the terms and conditions for the rental and returning the truck. Customer is responsible for any fee incurred for wrong destination. I will reduce the fee to $80.00. Please email me proof that this has been paid and I will take care of the balance. Thank you for contacting us again regarding this issue. Uhaul CustomerOur 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 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Metro Phoenix and the East Valley regional office, followed up on the...

information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] now has his goods. Mr. [redacted] advised him of a refund for the shipping charges for the inconvenience he experienced. He also thanked him for his feedback and assured him we will improve our service because of him sharing his experience with us.

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 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Dr. and Mrs. [redacted].

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

followed up on the information Dr. [redacted] provided. He informed our office that when they spoke, it was never mentioned they did not want the shipping done. Their reservation was done online and they chose the address where they wanted the U-Box shipped. This is how they were able to obtain a rate. Mr. [redacted] stated he knew nothing of a different destination and that they were even told the U-Box was being shipped when Dr. and Mrs. [redacted] dropped off the gipsy moth form.

The most recent notes in our Customer Action File for Dr. and Mrs. [redacted] indicate a message was sent to our Boston regional office requesting they contact Dr. and Mrs. [redacted], if not already, for further follow up on their U-Box transaction.

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