U-Haul International, Inc.

May 26, 2016 Revdex.com ID#: [redacted]

size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Stacey M[redacted], our Executive Assistant for our Oceanside Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] did not have Safestor Protection, however, in the interest of customer good faith, her office authorized a refund for $500 through [redacted] Insurance Company.  After the issue was discussed further with our Regional President, they opted to increase the refund to $750 as a goodwill gesture and a final resolution.  A message was left for Ms. [redacted] requesting a return call yesterday.  They hope to hear back soon 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, Maria P[redacted] Executive Assistant U-Haul International

September 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], reviewed the recent information [redacted] provided. She informed our office [redacted] was contacted on or about September 11th and was advised of a refund for $95.50 that was issued back to her credit card. The refund should post on her next credit card statement.

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], our Traffic Manager for our Northern Alabama Regional Office, followed up on the information Mr. [redacted] provided. She spoke to Mr. [redacted] and addressed his...

concerns. She also contacted our Collections Department to have the billing account cancelled.

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

February 26, 2014

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 Massachusetts and Vermont regional office, reviewed the information Ms. [redacted] provided. She spoke with Ms. [redacted] and discussed her concerns. She explained our U-Haul Center reversed the "out" contract after Ms. [redacted] changed her mind, which released the funds immediately on our end. It is up to the bank to release the funds back to her account, which can take approximately 10 days. Ms. [redacted] requested copies of the transactions to show her credit card company, which were sent. Ms. [redacted] confirmed the hold has since been released.

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 28, 2015

Revdex.com ID#: [redacted]

U-Haul ID#: [redacted]

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

[redacted], our Executive Assistant for our Raleigh Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she did a thorough review of the file including notes from Roadside Assistance and concluded no further refund is warranted. The refund previously issued was in the interest of customer good faith. Our GM assured Ms. [redacted] the pin was in its proper place when Mr. [redacted] left the lot with the trailer.

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 24, 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 Southern Colorado regional...

office, followed up on the information Ms. [redacted] provided. She informed our office she was in contact with Ms. [redacted] and was able to address her concerns.

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 19, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].   Ben N[redacted], our President for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience they experienced.  He also advised Mr. [redacted], in addition to the refund for $50 issued on July 5th, he issued a supplemental refund for the rental in the amount of $300.  Both refunds should post on their 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, Maria P[redacted] Executive Assistant U-Haul International

January 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted].[redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the...

information [redacted] provided. She informed our office she spoke to [redacted] and discussed his concerns. [redacted] assured him they would not sell his belongings and he could come and get them at any time. [redacted] relayed he would check with his wife and that he would also need to rent a truck to move his items to [redacted]. [redacted] requested he contact her back to set up the move out.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.

Although Uhaul has stated I was already discounted 144 dollars on our rental, I have no idea what discounts they are referring to. We wanted to rent a 10 ft truck and there was none available that day so Muni Storage offered us a 24 ft truck at the same rate as the size we desired, which was 24.99/day + mileage. In actuality, we still ended up paying more than we would have if they had the smaller truck because they were offering a 20% discounted truck rental to anyone renting one of their units, so we would have been paying 24.99/day - 20% + mileage. So while the company feels we were already discounted, it does not dispute the original issue WHICH IS: 

We did NOT put 331 miles on the truck we rented and will absolutely not pay for the error.

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.

This company and this supervisor are employed by a corporation that should stand on professional grounds. The supervisor whom called me can apologize all she wants. She is just about the 10th person to give me an apology. However, their apologies mean absolutely nothing. This company, and particular location will operate just as horrible as it did before, same way it will continue to do so; no matter how many complaints are actually filed. This isn't simply about my reservation being moved over. This is mostly about the reason why this location operates as they do... Creating reservations weeks and months in advance for people and still falling behind, treating their customers like their a piece of crap, calling them names, hanging up telephones.. If thats how they want to do it, customers like me can do it right back. But I will not allow to be treated this way like I am some sort of animal or worse. I was neglected and disrespected from the moment I made my reservation to weeks later when I was suppose to pick up my reservation. I specifically went through the headache of placing reservations extremely early because I had to drive cross-country to reach my destination by a certain day and time or else I would be homeless for a coupe days. I had to drive cross-country trying not to risk my life because I had to obey the posted speed limits, especially of the trailer, while still needing to reach my destination on time. I was put through headaches, and this is the third time at this very location I had to go through something like this, no matter how many times I complain, they continue their disgraceful operations of this location. Also, if this location was behind on schedule and reservations then THEY should have been the ones getting other trailers from other remote locations, instead of looking at me, raising their voice to myself and my wife, to tell me that I of all people had to drive across town to get a trailer if I wanted it, "or else you're just gonna have to wait because neither of us are going through that trouble", the very words of their employees who should all by the way be fired, that location should be SHUT DOWN! I have worked and experienced various retail services and NEVER in my life had I been treated so inhumane! $50, nor does $100 make up for the headache, stress, travel, gas, AND time that I had to go through. Therefore, I am demanding a FULL refund of my money, because the $150 that this supervisor is giving me I WILL NEVER use it again at Uhaul. I am literally, leaving a company like this who is not loyal to their customer. Therefore, I want a FULL refund back to my credit card because I REFUSE to use their services ever again!

Regards,

Date Sent: 1/14/2016 12:00:00 AMJanuary 14, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Steve L[redacted] our President for or Saint Louis Regional Office, followed up on the information Mr. [redacted] provided and sent...

him the following email in response:Dear Ms. [redacted],I received a copy of the letter you sent to the Revdex.com regarding your recent U-Haul rental. It concerns me when good customers like yourself report problems. I pulled up your rental documents. I see where you made your Reservation yourself, on our website, where the rates show the 10' truck rents for $19.95 plus $1.19/mile. I also see your Rental Agreement from the time of dispatch that also shows the rate of $19.95 plus $1.19/mile. This is the rate you agreed to at the time of reservation, and again in person at the rental counter when you signed the Agreement. I'm not sure how our rates became unclear to you so I looked into it further. I see that when you picked up the truck you estimated a total of 5 miles would be driven. Upon return, you actually drove 21 miles. The 16 additional miles are what brought up the total from the estimate. There was no error, and you were not overcharged.I have attached a file for you with the following:Page 1 is a shot from our website's Reservation screen clearly showing the rates for customers so they can select and plan accordingly.Page 2 is a printout of the reservation you made online. A similar confirmation email was sent to you when you completed the Reservation.Page 3 is a copy of your signed Rental Agreement at the time you picked the truck up, with estimated rental charges, based upon the 5 miles you told us.Page 4 shows the actual charges at the time of return (* note the difference is in the actual miles driven vs estimated).I do understand that families are on a budget when they move and we always strive to give the best possible rates to our customers. I'm sorry your rental charges exceeded what you expected. We do offer a lower mileage rate (.79/mile) on Sunday thru Thursday. We also have new Cargo Vans that rent for $19.95 with only a .59/mile 7 days a week. Maybe one of these options will serve you better next time.Thank you for taking the time to make me aware of an opportunity.Steve L[redacted]U-Haul Co. of St. LouisOur 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

I have only received one refund. I'm still waiting for the second refund.

May 15, 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 Raleigh, NC Regional Office, reviewed Mr. [redacted]’s recent comments. She spoke to our GM who advised her he had contacted Mr. [redacted] to explain the wrong part was sent and the correct part has been ordered again. Mr. [redacted] will be contacted as soon as the part is received.

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 am thankful for your help with directly reaching out to UHaul. Thank you UHaul for being understanding of the situation because I honestly thought the company wouldn't care. I am grateful for that thank you!

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.

Regards,

[redacted]

Complaint number [redacted] filed by [redacted] who stated that I would receive a phone call within 72 hours. (never received a phone call)

Complaint number [redacted] was told by the [redacted] team of U-haul that I would receive a call within 48 hours.  (never received a phone call)

Made numerous phone calls to customer service

April 1st I spoke to [redacted] who informed me that U-Haul had 11 business days to get my U-box to CT, after I was told by [redacted] at the U-haul North Port Store that my stuff would be there by April 1st.  Never once was I told 11 business day on the phone.  Then on April 7th I called customer service and spoke with [redacted] who stated that the 11 days would be the 12th of April. I then asked to speak to a supervisor ([redacted]) who stated no the box needs to be there by the 7th and that he would look into why the box was not in CT. and call me back.  Again no phone call back. Made another call on the 8th of April and spoke with [redacted] who filed a complaint and was told I would receive a call within 72 hours.  I had another question I needed awsered and spoke to [redacted], who stated he would look into it and call me back. (again No call back)  I also put on the U-haul [redacted] page how upset I was and that team and they started a complaint number.  Both are in the beginning of the message.  After numerous phone calls I finally received a phone call from a [redacted] in New Haven Field Manager.  There was nothing he could do for me as it was not his district.  I called back to customer service and was told that the regional office in North Port was going to call me.  I am guessing that is [redacted] as that is one of the names that I have written down for the regional office.  It seems U-haul is out for money but when it comes to customers they will LIE through their teeth to get you to accept their bull.  Being a prior military dependent of a Wounded warrior I have MANY friends still in the military and will talk them out of ever using u-haul for any d.i.t.y moves.

May 4, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] and Northwestern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] a letter specifically addressing her concerns for the hitch and installation as well as the wiring harness we installed. Ms. [redacted] also sent her print outs of the manufacturer’s specs for the exact installed hitch as well as the video wiring instructions for the wiring harness. She explained everything was tested and in working order before Ms. [redacted] left with her vehicle. Her last paragraph of her letter relayed we are not able to offer a full refund on the hitch and wiring installation. It appears there may have been misinformation provided to Ms. [redacted] but hopes the documentation provided will help clear this up. Ms. [redacted] offered her apology at the beginning of her letter and relayed our GM of our U-Haul location discounted the 6x12 trailer Ms. [redacted] rented down to the price of the 5x8 trailer she was previously quoted.

As we value Ms. [redacted] as a customer, Ms. [redacted] sent her 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 also sell boxes, bubble pack, rope, tape and propane.

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 11, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

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

[redacted] the Executive Assistant in our [redacted] Office informed us she has left two voice messages for [redacted] asking her to call to further discuss her concerns. These voice messages were left on August 9th and 11th.

[redacted] can be reached at [redacted] or [redacted] .

Thank you again 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 Ms. [redacted].

[redacted], our Executive Assistant for our Eastern New York regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]...

was contacted and advised of a refund for the month of May that she recently paid, that would be issued as soon as she moves out of her storage unit. Mr. [redacted] personally counseled with our U-Haul staff to ensure proper procedures are being followed locally and prevent the situation from happening again. Ms. [redacted] was provided with his telephone number to be notified when the move out is done.

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 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $70 back to the [redacted] account listed on the rental contract. 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,[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.

Regards,