U-Haul International, Inc.

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,

Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $50 was issued back to Mr. [redacted]’s [redacted] account on June 6th. 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

To whom it may concern,
Please see the email attached that I received from Angelique F[redacted]. In the email, she promised a $50 Reservation Guarantee and a $100 credit, totaling $150. I will certainly never be using Uhaul again, so this $50 VIP gift card will not be acceptable. The follow up email received through Revdex.com promised only a $50 credit, so I'm unsure which is true. My lack of trust for Uhaul doesn't allow me to accept either offer. I don't believe that my credit card will actually show these credits on the next billing cycle.

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.Money was refunded the charges on my card that never should have been charged in the first place.  This does not account for the fact that road side assistance totally hung up on us leaving us to contact the state police and then again calling road side assistance back.  This was handled very poorly.  Not only did the mixup with the trailer rental cause us to extend our trip but after getting to our destination I spent almost two weeks trying to get someone to even take care of any of this!  I am not satisfied.

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,[redacted]

[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.
I want to thank the Revdex.com for your help in resolving this matter as working directly with U-haul and not accomplished the same result. This resolution was only possible through the assistance of the Revdex.com.
Regards,

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department reviewed the information...

Mr. [redacted] provided and relayed that a charge for $230.01 was applied to Mr. [redacted]’s credit card and then a refund for the same amount was also issued to the same card on June 14th. Both transactions will 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 26, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Jody P[redacted], our Executive Assistant for our Southern Minnesota Regional Office, followed up on the information Ms. [redacted] provided.  She explained Ms. [redacted]...

made a reservation on line for a 10-foot truck and a utility dolly for her move on September 26th one-way to Pasadena, **.  She was given a rate of $899 for the truck.  She then added an Auto-Transport to her reservation on September 26th at a rate of $230.  On September 26th Ms. [redacted] called our Traffic Department and spoke to our Traffic Manager, Jodie L[redacted] Ms. [redacted] explained she needed more space for her be[redacted]ings that did not fit into the 10-foot truck.  She requested a 5x8 trailer that she would tow with her 2013 Kia Soul.  Ms. L[redacted] relayed we only had a 6x12 trailer available but would rent it to her at the same rate of the 5x10 trailer.  Although this transaction took place in September, Ms. L[redacted] remembers offering Ms. [redacted] a larger truck to accommodate her goods but Ms. [redacted] declined because she already had the 10-foot truck loaded.  Ms. L[redacted] provided two additional days at no charge and Ms. [redacted] accepted the trailer.  Later that day on September 26th, Ms. [redacted] canceled the Auto-Transport because she decided to tow the 6x12 trailer with the U-Haul truck.Please be advised our recommended size of equipment is based on average rooms of furniture.  Only our customer knows how large or bulky their furniture is and the final decision on what size of equipment to rent is their responsibility.  We can only recommend or suggest what may accommodate their 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 AssistantU-Haul International

August 11, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on our contract.

[redacted] in our [redacted], ON Regional Office informed us the U-box was delivered to the [redacted] location on August 1...

and were emptied on August 4th and 5th. [redacted] has sent $100 in VIP certificates to [redacted] e-mail for her recent experiences with our company. These certificates can be used toward a future rental or purchase on the many products and services u-haul has to offer.

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,

[redacted]a [redacted]

Executive Assistant

U-haul International

Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Saint Louis Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced. He...

explained he had the history on the truck she rented inspected and because Ms. [redacted] was a valued customer, he would issue her a refund for approximately ½ of what she was charged for mileage including tax. The refund for $27.50 was issued back to her Visa 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,[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 appreciate U-Haul's response - and ask if they have any proof that such a credit was applied.  I've contacted my bank, [redacted], and they supported my claim that I was charged but not refunded.  Can U-haul provide proof that such a credit was applied?

Regards,

[redacted]

January 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He spoke to Ms. [redacted] after doing a great deal of research on her transaction. He relayed he would not have seen the quote due to the fact he was researching for a reservation. He specifically asked if anyone asked her for her hitch information on her 2008 or 2009 Pontiac G3 she was driving, which he stated would not pull a 6x12 U-Haul trailer. She replied she was renting a pick up from [redacted] to tow the trailer. Mr. [redacted] asked how was she able to supply the hitch information to make a reservation and Ms. [redacted] explained she received the information from [redacted]. Mr. [redacted] called [redacted] and was informed they do not rent any vehicles with hitches for towing and do not rent pick up trucks one-way. He did view the security video at our U-Haul location, which showed that her Pontiac was driven to the Lafayette U-Haul location. She spoke to our GM and asked for a 14' U-Haul truck. He did not have one but our West Washington St. location did. We made the reservation and she left and went directly to that location and rented the truck. Both U-Haul locations had at least 5 or more 6x12 trailers. Mr. [redacted] advised our office that with all the above considered, he concluded Ms. [redacted] was trying to rent a trailer but she did not have a vehicle capable to tow. He called Ms. [redacted] and left her a message on what he found from his research and relayed he cannot verify the information she gave. He still believes she was served and given what she requested.

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

October 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I am sorry to hear Ms. [redacted] still express her dissatisfaction with our company. We hope she will take advantage of the Certificates we sent her as we feel they can be of great value to our customers and are valid for two years. Please be assured her information was forwarded to management for all 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

July 7, 2016

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Revdex.com concern #11541513 [redacted]
U-Haul Reference Id #[redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Patty P[redacted], Marketing Company Executive Assistant, reached out to Mr. [redacted] via email. She apologized for the inconvenience. Ms. P[redacted] offered another $400.00 for the issues with the truck. After the discount given by Ms. P[redacted], Mr. [redacted]’s total cost of renting was reduced by 54%.
 
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

January 31, 2016

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Revdex.com ID#: [redacted]

Ref#: [redacted]

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

Paul B[redacted], our Executive Assistant for our Northern

Arizona Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office the fees for the

rental were waived for all three U-Boxes. 

Our GM, Mark H[redacted] called Ms. [redacted] and explained the holdup was

the credit card on file and the ship to address.  With the rental fees waived and the information

updated now, her boxes are scheduled to ship out this coming week.

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

The response has no additional information (no attachment) therefore I have to reject it. Please feel free to try again and attach the response as I will be happy to review it in order to resolve this.

February 28, 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 Nashville regional office,...

followed up on the information Ms. [redacted] provided. She informed our office she spoke to [redacted] and explained when she made the reservation on line and made payment, it was set up for delivery within 7 business days. Ms. [redacted] requested and was given the number for the U-Haul location that had her U-Box.

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 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. She reiterated to our office that Ms. [redacted] was never scheduled at her preferred pick up location. When she made her reservation she was provided with the specifics online, which included This location is a preference only. A confirmation email that was sent to Ms. [redacted] relayed that a local U-Haul representative will contact her to schedule her at the most convenient location with available equipment. We did offer an alternate pickup location, however, Ms. [redacted] declined and opted to go to another moving company, which ended up costing her more money. Although her situation did not warrant the refund of the $50 Reservation Guarantee Fee, we did make the refund. Please be advised our decision in the matter remains the same. No further refund will be issued.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It appears U-haul is not taking responsibility nor being truthful about the events. It also appears that this [redacted] staff member has wrongfully assumed what my plans were for the trailer along with miscalculated and misrepresent my mileage in an attempt to not take responsibility for the issue at hand in order to make it more convenient to fabricate the actual events that took place. First of all it is incorrect that I wanted to return it to Milwaukee due to being finished with it. In fact, because of the faulty hook-up and trailer damage to my truck due to U-haul's negligence, I had to use another vehicle to move items back to Tennessee that following Monday that were supposed to be in that trailer.  Hence, the plan was to return the trailer to the location in Tennessee NOT Miliwaukee.  If I wanted to return it to Milwaukee all I had to do is tell them that in the first place.  I did not plan to return it to Milwaukee, because that was NOT my plan as [redacted] implied. I was directed by customer service to take the trailer to the Milwaukee location so they could assess the situation after I finally arrived and told them the trailer didn't seem safe as it was making concerning noises during the long, slow ride back to Milwaukee. Milwaukee U-haul did not do the assessment, but unhooked the trailer and refused to call corporate as customer service directed me to ask them to do once I arrived. They can choose to resolve this complaint to my satisfaction or I will fight for the cost to repair the scratches caused from their negligent hook-up that was already proven to be performed by their company, which is the catalyst of this complaint. Furthermore, the estimates for the scratches on the back of my truck supersedes the price for the rental.  More importantly, [redacted] fails to address the issue that initially started the problem. The pin was determined to have never been installed during the hook-up, which caused the breakdown/crash.  Just because it was "fixed" does not make them less negligent for the subsequent events that took place after the faulty hook up which caused a huge inconvenience in addition to causing a time sensitive scheduling conflict. It doesn't appear that U-haul cares much about customer satisfaction which speak loud volumes after the disrespect and lack of empathy I have received during this ordeal over the phone and in person. Their best practices, standards, and quality of service expectation must be very low considering the whole dynamics of my experience with U-haul.  

Regards,

September 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided.  She informed our office...

she spoke to [redacted] at length and discussed his concerns.  She offered her apology for the delay when he picked up the U-Haul equipment and assured him she would address the issue with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  [redacted] explained we do not refund for used items, which was his wiring and drawbar kits.  She did, however, issue a refund for the extra day fee in the amount of $29.95 in addition to the refund of $40.66 previously issued on September 3rd for  the hitch starter kit.  The refund for $29.95 was issued back to [redacted]’s [redacted] account and should post on his next credit card statement.  Please be advised we do not include a jack with our equipment, which is normally used  to change a tire, because we would rather our customer not attempt to change a tire on a loaded truck or trailer to avoid possible injury to our customer.  For that reason we provide Emergency Road Assistance that is available 24/7 every day of the year.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