U-Haul International, Inc.

April 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Field Manager for our U-Haul Storage Centers of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he...

sent an email to Mr. [redacted] advising him of a refund for $28.25 he issued back to Mr. [redacted]’s [redacted] 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,[redacted]Executive AssistantU-Haul International

May 10, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customer Ms. [redacted].
 
Chad F[redacted], our President for our San Fernando Valley Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office he spoke to Ms. [redacted] and explained he would have her name removed from E-Alert and will also contact our Collections Department to see what can be done about the balance.  Mr. F[redacted] mentioned he was unsure why Ms. [redacted] dropped off at the wrong location.
 
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

November 19, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 9[redacted]Thank you for your continued concern for our customers [redacted] and [redacted]After another review of the situation and the recent comments from Mr. [redacted], please be advised we stand by the information Mr. P[redacted], our President for our Phoenix Metro Regional Office, previously offered.  However, as we value Ms. [redacted] and Mr. [redacted] as customers, I have taken the liberty of sending them a $25 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.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]U-Haul International

The credit does not appear to have been issued yet.  Additionally, I would like an explanation for why the management of the East Providence UHaul decided to send incorrect documents to American Express to justify the incorrect charges even when they knew the charges were incorrect.  Finally, I would like documentation that the issue is actually taken care of in UHaul's system and the contract is closed out as agreed.
I do thank Thomas S[redacted] for reaching out to resolve the issue, I did receive several messages from him.  I did not receive any calls from the manager.

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and requested he forward his fuel receipt for further review and...

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

[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.  The business has initiated the refund and I 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,

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.

My name is [redacted]. My reference number is [redacted]. The following email is the email invoice that we received Monday saying that we owed charges for the damages. I will be sending another email with the pictures of the damages. Thank you for all your help.

 

---------- Forwarded message ----------

From: <[redacted]>

Date: Mon, Jan 13, 2014 at 10:10 AM

Subject: U-Haul Contract [redacted]

To: [redacted]

Your U-Haul contract is attached.

Please call us if we can answer any questions or address any concerns about the attached receipt.

Please let us know how we are doing.

Just go to uhaul.com/review to review your U-Haul experience.

Are empty boxes still piled up after your move?You can help reduce the demand for natural resources and help others by returning to any U-Haul center and placing your reusable boxes in the U-Haul Take-a-Box / Leave-a-Box display for others to take and use free of charge. You can also offer them to others for sale, trade or for free through the online Box Exchange at uhaul.com/boxexchange.

We appreciate your business and we look forward to serving you again in the future!

• I agree to submit all claims against U-Haul in accordance with the U-Haul Arbitration Agreement, incorporated by reference, and available atuhaul.com/arbitration or from your local U-Haul representative.

For Safe Trailering Video Tips go to Part 1 https://media.uhaul.net/view/1673 and for Part 2 go to https://media.uhaul.net/view/1674

 

Regards,

June 11, 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 Chicago and Chicago...

Western Suburbs, followed up on the information Ms. [redacted] provided. She informed our office she left two separate messages for Ms. [redacted] requesting a return call in order to personally address her concerns. Ms. [redacted] issued her a refund for $50 for her travel inconvenience. The refund should post on her next [redacted] 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 27, 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 Gainesville Regional Office, followed up on the information...

Mr. [redacted] provided. She advised our office Mr. and Mrs. [redacted]’s concerns have been addressed. The U-Haul truck they rented has been inspected and found no mechanical repairs needed and continues to be rented without reported issues. Ms. [redacted] mentioned Mrs. [redacted] relayed she did not contact our Emergency Road Assistance line for help because she could not locate her contract. However, our 1-800 assistance line is located on the dash of the truck as well as on the outside of the equipment and is staffed 24 hours a day, every day of the year. Immediate assistance could have been obtained by calling this 800 number. Ms. [redacted] explained Mr. and Mrs. [redacted] have been informed that a refund will not be issued.

As we value Mr. and Mrs. [redacted] as a customer, we sent them a $20 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

May 16, 2016 Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Melissa M[redacted], our Executive Assistant for our Miami Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office Ms. [redacted] has been contacted and will be sending in receipts for further verification of information regarding her claim. 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

I scheduled a date to come unbanked my ubox 5 days in advance. When I arrived the customer service rep first told me my boxes weren't there, then he said they were there but could not be unpacked tonight, when I reminded that I had a reservation he then said the last person put it in the wrong section of the notes and "there's no point in you continuing to talk to me there's nothing I can do" when I asked for a manger I was told one was not avaliable. I was told by the rep "you'll just have to come back tomorrow morning at 7". We live 45 min from the uhaul place and I also had to pay someone to help us. Becuase of this I had to pay double and get a babysitter for the next day. When we arrived the next morning I had to wain in like for a very long time as only one rep was working the desk. When a second rep finally showed up, it was the manager. She then goes on to say that she doesn't know why I was told that the night before, as my boxes have been "right here and ready to go" all along. After explaining how upset I was and why, she refunded me 35.00 after me requesting a refund..35.00 is nothing out of the 2200 I spent for the u boxes as well as the money spent to travel to the uhaul place two times and having to pay the person that was helping me double for the inconvenience. Very unhappy and would never ever recommend uhaul to anyone. I will never use them again

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]

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Coordinator, followed up on the information Mr. [redacted] provided and sent...

him the following email in response:Mr. [redacted], We received your letter from the Revdex.com. I have not been able to find a contract in your name. Is it someone else's name ? I also tried [redacted]. Would you please give me the location where the equipment was picked up and returned, including city and state. The contract number would also have all that information. With the additional information I will be able to have the Regional President review your concerns. Thank you for your time. [redacted] Sr. Customer Service Coordinator

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.I sent the following email to [redacted]:     Attached is a copy of my credit card statement.  Sorry it was New Brunswick, and not Nova Scotia.  I was told to call that number at the time I made the first complaint to Uhual, and I never received a call back.  I     never authorized New Brunswick Uhual to charge my credit card and want to know how they got my credit card information and why I was charged.  This charge is incorrect and I have requested for a refund, but     was ignored.  I was only dealing with the Uhual in Kingston with these Ubox rentals (the Cataraqui Uhual on the credit card statement).      Secondly, I called the number that was provided below and they are having to call help desk to find the reason for that charge.  They also have to look into why my uboxes were sent to a different location then     where I booked it.I also just want to note and will tell [redacted] as well as I am sure we will have to discuss these charges further, that if I had known they were going to ship my Uboxes to Duncan, BC vs Courtenay, BC, uboxes would NOT have been the method chosen to move my stuff from one side of the country to the other.  This process was beyond far more painful then what Uhual said it would be and I would have chosen to pay someone to pack my stuff in Ontario and drive it out here and offload at my house.  For the future, Uhual should really tell their customers who are booking Uboxes that the WEBSITE IS INCORRECT and Uhual DOES NOT deliver to your door.  Uhual's website FALSE ADVERTISING and should be changed.

Regards,

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.

On either July 1 or July 2 (forgive me as I cannot recall which date), I received a call from [redacted] at ###-###-#### to discuss the events.She reports I was being issued a credit of $50. I told her this was reported to Revdex.com and that I do not want to be responsible for any money surrounding these events. She asked me to hold on phone. She came back to line and said she would call back “in a little while”.  No call received until 7/6 afternoon. SEVERAL DAYS LATER.7/7 at 1:40p, I called [redacted] back. I addressed her lack of return phone call 7/1 or 7/2. She reports there was a $50 credit issued – to be used for FUTURE reservation, not applied to any of my current reservations. I informed her I would not be using UHAUL in the future and that $50 credit is meaningless.She reports they reimbursed us for the truck rental and we would see that refund on credit card in 5-7 days. She emailed me a copy of receipt.We reviewed current terms of storage. As per [redacted], our storage units are free until 7/28 afterwhich the 3x8 unit will be charged $99.95/month and the double unit “4304-06” will be charged $219.95/month. The storage box that they have (which was filled on 6/24) is already paid for through 7/31 and then $159.95 will be charged.She was made aware that since we have to hire movers to move our stuff, we don’t know when they are available and again, we do not want to pay any money for the additional storage time. None of these processes were a result of our lack of preparedness in holding up our end of the business agreement.I told her I would be in touch prior to the 28th of July.This issue will not resolved until our belongings are out of UHAUL storage. We are anticipating a $1500 expense to hire movers to empty the storage units and bring the belongings to our new home in the next few weeks.This $1500 expense is a direct result of the lack of availability of the UBOXES on 6/28 when we were planning on storing and then transporting them ourselves to our new home.We do not have a truck nor manpower available to empty the storage units AND transport to the new home and then unload them.

Regards,

I wish I could give them 0 stars! The [redacted], Jerry, has TERRIBLE customer service! I had to call 3 times to finally get a call back from him and then he was rude and arrogant. He did not answer my questions nor address my complaint for being charged a different price per mile and to top it off he cut me off several times when I was talking. I will be filing ANOTHER corporate complaint, this is the SECOND TIME that I was OVER CHARGED. SAVE YOURSELF THE TROUBLE AND SPEND YOUR MONEY WITH SOMEONE WHO IS RESPECTFUL!

[redacted] is the [redacted] at the UHaul store at [redacted], **. UHaul complaint reference [redacted]

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our U-Haul Storage Centers of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back in order to personally...

address her concerns and offer a resolution. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####. She hopes to hear back soon.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 [redacted] and/or [redacted], whose name is listed on the rental agreement.[redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], followed up on the information Ms. [redacted] provided and sent her the following...

email in response:Mrs [redacted], I've left a few messages on your voicemail trying to resolve your complaint with your U-Haul rental back in August. First, I want to sincerely apologize for the trouble that you had with our equipment. We understand that moving is stressful, and our job to you as a customer is to make your moving experience as easy as possible. A few problems that I would like to address, starting with the amount of fuel you used in the truck. $160 dollars in fuel is accurate for a 370 mile trip for a 26' truck loaded, with an auto transport with a vehicle on it in tow. That would equate to about 7 miles per gallon if you spent on average $3.00 per gallon of fuel. Regarding the steering problems you had with the equipment; after the truck was recieved in [redacted], I have reviewed the repair history on that particular truck, and no issues were found with the truck. It shows it has been on rent for the past few weeks since you have dropped off, with no further problems. It is very possible that if the truck is not loaded evenly, (heavier to one side, too much weight towards the rear of the truck) that will cause the truck to not steer as easily if the truck was evenly loaded. And lastly, regarding the 18-wheelers that passed you, causing the truck to waver within the lane; our moving trucks do not drive like regular passenger cars that most customer are used to driving everyday. When any large vehicle passes the truck at 50+ miles per hour, there will absolutely be a gust that will possibly move the equipment within the lane. I do hope the $50 credit we discussed last time we spoke will come in handy for your next rental experience, and anything else I can help with feel free to contact. 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,[redacted]Executive AssistantU-Haul International

September 15, 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 West Central Colorado Regional Office, reviewed the recent comments from Ms. [redacted]. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained we try to accommodate every customers needs to the best of our abilities, but that sometimes means we have had to displace other families due to a late return. Mr. [redacted] and Ms. [redacted] were able to reach an amicable resolution by issuing her a refund for $60 to help offset the inconvenience she experienced. He also offered his contact information in the event she wished to make a reservation in the future, he would be happy to help set that up for her. Mr. [redacted] relayed we will continue to rent to her and the moving company. He assured our office he would also discuss the situation with our GM involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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