U-Haul International, Inc.

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Louisville Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in...

response:Ms. [redacted], Please contact me at ###-###-#### or by email to discuss your concerns about your rental on March 2, 2015. We will be happy to assist you any way we can. [redacted] Ms. [redacted] also left a message on Ms. [redacted]’s voicemail and hopes to hear back soon to personally 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,[redacted]Executive AssistantU-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 and sent him the following email in response:Mr. [redacted], Your communication to my corporate...

office has been forwarded to my attention for review and resolution. Please accept my sincere apology for the service you described as receiving from at our u-haul centers. We expect our employees to provide every customer with the highest level of service, and I’m sorry this was not your experience. I would like to address each of your concerns. Our employees are directed to call you once your .U-Boxes arrive at their location to confirm your plan with you. Many customers have changes in their plans. We do offer storage of your U-Box PODS as long as you need to store, however if the warehouse is full at the receiving location we inform you that if you would like to leave them in storage, they will be moved to the nearest location with available indoor storage. This happened to be our independent dealer in St Louis Park (who I can guarantee you have the proper insurance to store U-Box Pods) I see that at the time you were informed of this, you asked about accessing your U-Box Pods. You were informed that as long as you schedule this in advance, yes, you are able to access then at this location. Accessing would mean your box to add or remove a few items. This independent dealer does not offer the ability for loading or unloading on their property. When you called to schedule unloading on the lot, they should have let you know we would have the U-Boxes brought back to [redacted] for you to do that. I am sorry they did not communicate that to you and I will make sure the area manager reviews this with them. And as noted online, Truck delivery available in most areas (this is not one of the areas we have that available) At home delivery available Designed for you or your Moving Helpers® to load and unload easily! I am sorry they did not communicate that to you and I will make sure the area manager reviews this with them. In regard to the insurance you elected in Seattle. Once you elect the insurance coverage we do need your signature to remove it. This is for your protection. You can also use your online access to your account to remove it yourself. As noted online, (Online management: Pay and manage your U-Box moving and storage pods online.) I see that you were charged by U-Haul for this insurance for three months, and you only wanted the coverage for one. Due to you not being explained the process properly, I have credited your card $150.00 for the additional two months of coverage we charged you. We value you as a customer and in doing so a VIP certificate has been issued and sent to you in a separate email. The certificate may be used for Moving helpers to pick up your U-Box PODS, deliver them to your home and unload them for you should you elect to schedule them to complete your move for you. If not please call our local office and let them know you would like them moved back to the [redacted] location to unload onsite Thank you, [redacted] U-Haul Co. Of [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

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 she spoke with Mr. [redacted] as well as communicated with...

him by email.  She emailed him copies of the $50 refund to his Visa credit card account, which should post on his next credit card statement.  
As we value Mr. [redacted] as a customer, Ms. [redacted] also sent him a $75 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

July 8, 2016

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Revdex.com concern # [redacted]
U-Haul Reference Id # [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Gregory Q[redacted], General Manager, reached out on 7/7/2016 regarding the additional charges. Mr. Q[redacted] apologized, and refunded $69.24 back to Mr. [redacted]’s card. Please allow 3-5 business days for that credit appear on Mr. [redacted]’s account.
 
As we value Mr. [redacted] as a customer, we also sent him a $25.00 VIP Certificate that can be used toward a future purchase or rental on 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

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 wrote this (see below) to [redacted], but he responded by saying that he saw no evidence that the coffee incident had anything to do with the problems that arose with my phone. He also said that I am complaining about something that happened two months ago. The only reason we are so far along is because U-Haul didn't do what they should have done two months ago and replace my phone. They are trying to make me out to be a liar. There was nothing wrong with my phone before the U-Haul incident. I had never brought it into contact with water before or after said incident, nor did I damage it in any other way. I had a protective case and screen on it at all times. If there is no connection between the coffee incident and the problems with my phone, it seems very coincidental that my phone only started to have problems after the incident. My complaints are falling on deaf ears.  The two photos that I have attached are:The coffee spill in the U-Haul van on February 1, 2015The quotation from [redacted] for a replacement phone, with details about the nature of the damageHi [redacted],I wrote this (see below) to your Claims Adjuster, [redacted], onMarch 27, 2015. You said that there was no evidence that the damage tomy phone was connected to the incident at U-Haul. Please read this.There is sufficient proof that there is a connection. I have photosand documentation to back this up, all of which was sent to Ms[redacted]. Please resolve this.Regards,[redacted]Hi [redacted],My initial call was to inform you what had happened at U-Haul. As Isaid in my previous correspondence liquid damage doesn't alwayspresent itself right away, so I was hoping that the steps that I tookto save the phone from further damage would be enough. Unfortunatelythey weren't. I read that it only takes about 20 seconds for water todo irreversible damage to a cell phone. The moment I realized thatthere was something wrong with the phone and that it had come incontact with the coffee I tried to turn off the power. The phoneimmediately showed signs of damage when these two things happened:1. I heard the sound of a new text message coming in, but when Ipicked up my phone and tried to click on the message to read it thebutton would not respond and the message would not open.2. I then noticed the coffee dripping from the bottom of the phone andput two and two together. I tried to turn off the power of the phone,but to no avail. I couldn't shut it off. It took me several attemptsto get it to shut off. I would say that the phone was submerged in thecoffee spill for about 10 minutes, and it took me another 10 minutesto get it to shut off. Plenty of time to damage the phone to a pointwhere it would never be the same again.I told my father about what happened when I parked the U-Haul. He toldme to put the phone in rice. I did this for about three hours or so -however long it took us to move everything into the U-Haul. I thenturned the phone back on to see if it was functioning. At that pointit seemed ok, but I am not an expert and couldn't say with certaintywhat was really going on inside the phone. I took a picture of thecoffee spill inside the U-Haul cup holder (see attached) and reportedwhat had happened to the employees at the desk where I returned thekeys. They told me to contact you, so here we are. I shut the phoneoff again after I moved everything into the new location and put it inrice for another 8 hours while I slept.When we first spoke on the phone I told you that I wanted yourcooperation in fixing my phone in the event that there were any issuesthat arose as a result of what happened at U-Haul. I was hoping thatthe phone was okay and that we wouldn't have to go through thisprocess, but I soon noticed a few problems:1. The front-facing camera lens (my first visit to [redacted]).2. The volume down button. (a few days following my first visit to [redacted]).I spoke to three professionals about what happened (two at [redacted] andone at [redacted]), who all said that the problems that I am dealing withare definitely connected to the incident at U-Haul.You keep saying that it was my responsibility to prevent furtherdamage to the phone once I realized what was going on, but it doesn'tchange the fact that we wouldn't be in this situation if it wasn't forthe negligence of the U-Haul employee. I paid for insurance and am inno way, shape or form at fault here. That is what bothers me the mostabout this - that you are putting the blame on me. I have been givingyou an accurate account of what happened that day, but I feel asthough I am wasting my breath. This has been a major inconvenience anda huge headache. My phone was fine before that day, but now I have togo through the ordeal of replacing my phone and footing part of thebill for a problem that you should have resolved already.If I was at fault I would accept this gracefully, but I am not. Pleasedo something about this.Regards,[redacted]

nothing was left behind in vehicle to need cleaned out. Also I was allotted 177 miles for the trip. The distance traveled from va to md was  approximately 140 miles. So I don't understand how I used all 177 miles and an additional 100+ miles. I want all extra charges removed.

[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]

July 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], manager of our U-Box Department, followed up on the information Mr. [redacted] provided....

 He informed our office he contacted Mr. [redacted] and discussed his concerns.  They were able to reach an amicable resolution.  A refund for $200 was issued back to Mr. [redacted]’s American Express 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,

Executive Assistant
U-Haul International

August 19, 2015
Revdex.com ID#: 10740115
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Jason J[redacted], our Traffic Manager for our South Eastern Wisconsin Regional Office, followed up on the...

information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and offered his apology as well as advised her of a refund for $100 as requested.  The refund was issued back to Ms. [redacted]’s 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,
Maria P[redacted]
Executive Assistant
U-Haul International

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Ontario regional office,...

followed up on the information Mr. [redacted] provided. He informed our office the charges for the extra day were reversed on Mr. [redacted]’s contract.

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

April 4, 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 New Hampshire and Maine...

regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the lack of customer service we provided. Ms. [redacted] also offered to send him 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. She advised our office a refund will not be issued. Ms. [redacted] made a reservation with the U-Haul location for a round trip rental and was not charged for any fuel discrepancies.

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,

Dissatisfied with treatment of customer service satisfaction and charged outside for fuel outside Uhaul contractual obligations with third party vendor. Requesting $50 refund be applied back to credit card.

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

William Stenhouse, our Executive Assistant for our Central Ontario regional office, reviewed Mr. [redacted]’s recent comments and advised our office he issued a refund for $3.39 back to Mr. [redacted]’s American Express account as requested. The refund should post on his 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

September 15, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Jim B[redacted], our President for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office, in an effort to bring closure, he issued Mr. [redacted] a refund for $50 as an adjustment on his rental.  The refund should post on his 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, Maria P[redacted] Executive Assistant U-Haul International

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Memphis Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office he left a message for Ms. [redacted] requesting a return call to personally address her concerns. He also relayed he had issued her a refund for $50 as an adjustment on her rental. The refund should post on her next Visa credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also 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 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

July 10, 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 [redacted] regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $1,000. The refund was issued back to his [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

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 Mr. [redacted] assistance, however my issues have not been resolved. I do not have the keys to my Ubox, nor the VIP coupon to deliver and unload nor do I have any additional compensation for the bad service and exceedingly long delays. Days and days and too many phone calls to resolve simple matters are not okay. Mr. [redacted] had my email address and my street address on the last friday before Thanksgiving that we spoke on the telephone. He is employed by Uhaul and I am not. I do not know what their procedures are there but based upon my original call for delivery in the early part of November 2014, this is far too long to resolve this problem. I expected a emailed coupon or next day delivery to my door at the last conversation. As a paying customer I am not receiving the service I paid for and I need these items delivered and unloaded asap intact. I am waiting for the Ubox keys, VIP coupon and some monetary compensation for the delays and inconvenience. I need to receive the answers immediately through email if telephone is not convenient. Thank you.

Regards,

Hello,

This complaint regards the U-Haul company located on W. Maple Rd. in Troy, Michigan.

I spoke with manager Rachael B[redacted] and set up an appointment for a hitch installation for 7/28/2016. After arriving for my 2p apt. I was told they did not receive the hitch which was yet to be delivered by Fed Ex later today. I never received a call due to the claim that U-Haul had my phone number wrong. They informed me that as a courtesy, they would wave the installation charge. I made a new apt. for 8/2/2016 at 2p., and corrected my phone number for their records. Arriving on the 2nd, I gave them my reservation number ([redacted]) and discovered to my dismay that the hitch was never delivered and I, again, failed to receive a courtesy call from the manager but only excuses. I was also told that my appointment was for another day! Finally, the manager, Rachael, told me she refuses to install the hitch!! I am very displeased that I have been mis-treated now on four different occasions with four wasted trips regarding this hitch.

Sincerely, [redacted]

October 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northern Virginia Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office...

there was no malicious intent done by anyone from U-Haul.  He confirmed there was a mechanical failure with our equipment and our Atlanta facility promptly took care of exchanging the trailer.  Mr. [redacted] explained our GM for our U-Haul Moving and Storage of Manassas Park had previously requested Mr. [redacted] provide us with his hotel receipt for immediate reimbursement.  He relayed they have not received it.  He is prepared to reimburse Mr. [redacted] for his extra hotel expense as soon as Mr. [redacted] provides the receipt in addition to the refund for 50% of the cost of his trailer rental already issued.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 forwarding Ms. [redacted] concerns to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office, upon researching the rental and speaking to our U-Haul Center involved, the...

rented truck was dropped off after hours. The truck was rented for [redacted] in the name of [redacted]. Ms. [redacted] was put on our E-Alert system for owing $96.36 on a rental from June 2, 2014. We attempted to charge the credit card at the time but it was declined. A Promissory Note was generated and sent to Ms. [redacted] with an opportunity to pay with another form of payment. We never heard back until our Credit and Collections Department debited the credit card for $205.49 in August on the credit card used at the time of rental. Ms. [redacted] relayed that they would be glad to credit the card back if Mr. [redacted] can provide another form of payment for the rental charges. Ms. [redacted] can be reached at ###-###-#### or direct 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,[redacted]Executive AssistantU-Haul International