U-Haul International, Inc.

March 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he had...

previously spoken to Mr. [redacted] and explained all contact numbers they had on file for Mr. [redacted] had been disconnected and they had no way of contacting him. Mr. [redacted] relayed that Mr. [redacted] storage account was on auto-pay and the payment was taken from the card on file for automatic payment. The last time Mr. [redacted] spoke to Mr. [redacted], he advised him he could come to the U-Haul Center and move his items out of the storage unit and receive a refund for the charge to his card. He also explained to Mr. [redacted] they had no working contact number for him and even the first two times he called in, the numbers we were given were disconnected.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 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.**Please note- My account was issued a PROMPT refund of my full purchase price.**

Regards,[redacted]

September 15, 2014

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 Los Angeles West Regional Office, reviewed the recent comments from Mr. [redacted] and sent him the following email in response:

Mr, [redacted] Please be assured that we have forward the situation that occurred with your reservation to our computer specialist to assure that this doesn't occur again to another customer. Again please accept our apologizes, as will as a 50vip certificate for a futher rental. Please free to contact me at ###-###-#### [redacted] Executive Assitant

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

May 29, 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 Manhattan Bronx...

regional office, followed up on the information Ms. [redacted] provided. She informed our office the late fees were waived and Ms. [redacted] was advised of the date when rent is due. We also explained she should pay a few weeks ahead in order to avoid any further late fees on her 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,

Executive Assistant

U-Haul International

March 4, 2016   Revdex.com ID#: 11020783 U-Haul Ref#: 980361   Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.   Ross, our Field Manager for our South Eastern Wisconsin Regional Office, personally handled Mr. [redacted] rental transaction at the time of rental and return.  Mr. [redacted] signed the contract agreeing “…only the Towing Vehicle listed on the contract will be used to tow U-Haul equipment.” and “I agree that only the Vehicle in Tow listed on the contract will be towed using U-Haul equipment.”  However, when the Auto-Transport was returned, it was being towed by a different vehicle than is listed on the contract.  Ross asked how the damage to the Auto-Transport occurred and was told their towing vehicle broke down so they had to leave their vehicle and the Auto-Transport on the side of the road and it must have been hit.  Ross mentioned the damage is not on the side of the Auto-Transport, but on the top of the tongue of the trailer and surge brake assembly.  Ross also noticed fresh damage to the bumper of the truck they used to tow the Auto-Transport back to the U-Haul Center.  Ross said it appeared whatever vehicle was put on the Auto-Transport caused the damage to the Auto-Transport and the bumper to their truck.  By using an alternate vehicle to tow our equipment, the Safetow Protection was voided and Mr. [redacted] is responsible for the expense of the damage.  The Promissory Note written for $792.77 is a valid charge and will stand.   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

This is not what happened at all. I seen tons of cockroaches in this facility every time I had been there except for the first time. No I did not have food stored there closed with clothes pin all the food items had never been opened. And we're fully sealed in a air tight plastic container. How does this justify the bugs all over and inside of my mattress and box spring. Also the GM of this location and area was trying to insinuate that the only way the bugs could've gotten there was me bringing get them in. How can I possibly accept this plus be offended by these comment from a GM after already  knowing that there was a major cockroaches infestation there just prior to me putting my things there. I had found this out by 3 employees that are present employees there now. This is not OK for them to all of the sudden say that I had food and that I was offered boxes when none of this had been mentioned to me before. I didn't even have my things in cardboard boxes. All my belongings were in plastic containers. The only thing offered to me was a bombing in my unit and after theyes did bomb it twice there was still cockroaches in my unit.

I have reviewed the response made by the business in reference to complaint ID [redacted] and am moving on from this matter. I still find it rude that U-haul is acting like we had nothing to complain about and insists on making repeated reference to the 3 mile discrepancy. Clearly, this company is not interested in making things right, and I have better things to do with my time.

Regards,

July 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Atlantic Canada Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:

Good Day Mr. [redacted], We again apologize for the inconvenience you experienced from us not having your requested truck available for the time that worked best for you. We regret that we were unable to come to a resolution to accomodate your rental. As per our guarantee I will go ahead and apply the $50 to the credit card we have on file. If you have any further questions or concerns, feel free to contact us here. Have a great day.

 

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 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Los Angeles East Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office he did speak to Ms. [redacted] and they were able to reach an amicable resolution on a 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

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.There are two problems with the response from U-Haul. First off they are continuing to destroy the credibility with me by basically calling me a liar. The provide horrible customer service, put me on the road with a piece of equipment that had major malfunctions and just try to hide it. No, the truck DID have electrical and braking issues. I was driving it down the interstate when the head[redacted]s failed, I mean really? Why would I complain about that if it were not true!?!? Next there response regarding the storage reservation is totally false. I walked the ENTIRE storage facility with the owner, [redacted], and they did not have one single unit available! Not large, not small not the one U-Haul allowed me to reserve. In their statement U-Haul says the facility did not have what I needed on such short notice, well then WHY did U-Haul let me reserve it? At this point I am demanding a full refund, I had a horrible moving experience thanks to U-Haul, they have failed over and over in this case and apparently refuse to accept responsibility,  now I am being called a liar and the are making allegations of dishonesty against me as a customer. Their partial refund nor their statement is acceptable.

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.It was not that we didn't like the hitch it was the WRONG item. She also would not listen to the customer about the actual event she stated basically we were a bother and he had to make room to do our install after waiting a week for them to even get it to their shop. Forgive me but isn't it what they do make appts and service the public, not be rude and take the manager side. She is suppose to be the advocate for customer service she might want to re-assess her jobs details. I still feel we should not have been charged for the wrong item to be installed when we specifically asked for a HIDDEN trailer hitch to accommodate our vehicle if they couldn't provide this service or was aware they didn't make such a item they should have told us from the beginning not order an item install it then BLAME the customer. This has opened our eyes to what their meaning of customer service is. As of this time we will be putting this on social media and allowing our friends and families to make their own decisions.

Regards,

February 25, 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 Eastern Wisconsin regional office,...

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

Mr. [redacted], My name is [redacted] and I am in charge of reviewing your Revdex.com file. I did try to reach you via phone but was received a message stating the service was no longer available at ###-###-####. So I am reaching out to you via email instead. I have spoken to all parties involved and have decided that the manner in which the extra charges regarding the extra days and added safe coverage were conveyed to you, was not sufficient in allowing you to make a completely informed decision on whether or not you would return the truck to L'anse or Green Bay. Therefore I have refunded you $288. $160 for the extra 4 days. $112 for the extra save coverage $16 in added tax. You should receive an email to this address with the receipt of this transaction. If you have any further questions, please feel free to contact me. Thank you, [redacted] Traffic Control Manager 750 Office: ###-###-#### Office: ###-###-#### Voip 750301 Fax: ###-###-####

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,

[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,

July 31, 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 Louisiana...

Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted], I was sorry to hear about your trouble with the return of your trailer. After reviewing the notes from your file my Area Manager did try to call but at the time there were no notes showing the phone number was incorrect. Since he could not reach you he took your word and had the overtime note amount removed from the rental so you would not be charged again. I did speak to him and asked that in the event that this would happen again to send our customers an email if they could not be reached. Also, he has spent some extra time with the location to train them on how to check their lot for after hours returns daily so this will not happen again to you or any other customer. Thank you for taking the time to let me know about the situation. If you ever need our services again you can call me directly. I would be happy to help you in any way. Thank you, [redacted] President U-Haul Co. of Louisiana ###-###-####

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 Assistant

U-Haul International

This refund amount was never agreed upon and I was only left messages about this on the phone . I want a full refund from this experience due to its huge safety issues resulting in possible accidents and loss of life. I have also contacted the Attorney Generals office and Consumer Affairs. I will Perdue this matter further if it does not get resolved right away . I am never using this company again . Kevin N[redacted] never followed up on the incident and have never heard back from this company since last month.

June 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Chicago regional office,...

followed up on the information Ms. [redacted] provided. Ms. [redacted] was not able to be reached at the telephone number listed but it was found that a refund for $150 was issued on April 24th back to her Visa account as an adjustment. Mr. [redacted] relayed that if receipts for hotel and fuel for her vehicle from April 18th-April 20th can be obtained, he will issue reimbursement for those expenses. He is currently awaiting a call back.

As we value Ms. [redacted] as a customer, we also sent her a $100 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

November 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]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.  She...

informed our office she left a message for Ms. [redacted] as well as sent her an email explaining a refund was issued back to her credit card for $123.75 on November 12th.  Ms. [redacted] also explained she would issue another refund in the amount of $100 for the extra hours incurred for her hired help.  She provided the telephone number for RepWest Insurance Company if Ms. [redacted] wished to file a medical claim for her doctor visit.  The refunds were issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement if not already.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

March 4, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South [redacted] Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office he contacted Ms. [redacted] and advised her of a refund for $119.84 as an adjustment on her rental. The refund was issued back to her [redacted] Card 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

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our San Diego regional office,...

followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and they were able to reach an amicable agreement. A refund for $47.00 was issued back to Mr. and Mrs. [redacted]’s credit card. The refund should post on their 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