U-Haul International, Inc.

September 23, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Chris M[redacted], our GM for our U-Haul Moving and Storage of Hazelwood, followed up on the information Ms. [redacted] provided.  He informed our office he left several messages for a call back.  The last attempt, he explained Ms. [redacted] hung upon him then called back and said she would call back at a later time.  Mr. M[redacted] issued her a refund for $49.20 back to her [redacted] account as an adjustment on her rental.  The refund 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

[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. The matter is resolved the business did in fact make good on the promise.

Regards,

I do not accept this response.  We called the location to verify our appointment and received no call back.  Myself, my mother, and boyfriend called several times between the hours of 1030 and 130. We spoke to a woman that was suppose to have the store call us back but never did.  Spoke to a man from another location who was going to try to reach our location and never got a call back  At 130 we were called and the technician questioned the 11p clock appointment and when I told him we never received a call he said that was because they were busy and he could fit me in if I still want it at 1:30 2.  I am more than confident that you can check your call logs on the day as well as we could provide our call logs on the day.  As a matter of fact, it was after [redacted] called in and complained that our appointment was not upheld when the technician finally called us. The only returned call we ever received.  overall it appears that uhaul does not care about their patrons time or happiness. Communication between channels is terrible. Even after issuing a complaint the stores response was to just throw it away because they were dealing with me face to face.

October 7, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted] or [redacted]., which is listed on the sale agreement.[redacted], our President responsible for the Fort Walton Beach area, followed up on the...

information Mr. [redacted] provided.  He informed our office he has left messages for Mr. [redacted] on three different phone numbers they have listed for him.  He explained he knew there was fuel in the truck because they replaced the fuel pump before the sale.  Mr. [redacted] test drove a few trucks and chose the one he purchased.  He was given the condition of the truck and repair history of the truck as is done for every customer that purchases a used truck.  The receipt he was given indicates, as was he made aware of, that “Truck sold AS IS, NO WARRANTY, either express or implied.  U-Haul makes no warranties beyond the description herein.”  Mr. [redacted] mentioned that Mr. [redacted] was given the opportunity to take the truck to his mechanic in Niceville.  Mr. [redacted] was aware of this because Mr. [redacted] told our GM where his mechanic was and our GM had called our Truck Sales location and confirmed paperwork that would need to be filled out to do this.  Mr. [redacted] has failed to call Mr. [redacted].  Mr. [redacted] chose this truck after he test drove it and then purchased it.  Mr. [redacted] stated he will not make a refund or exchange the truck and we were unaware of a blow engine when the truck was sold.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

August 12, 2014

Revdex.com # [redacted] 

U-Haul Ref# [redacted]

 Thank you for your concern for our customer [redacted]

[redacted] the Executive Assistant in our Albany, NY Regional Office sent an e-mail to Mr. [redacted] on 8/7. Mr. [redacted] informed Mr. [redacted] he was crediting...

the requested amount of $23.40 to the [redacted] used for the rental. The credit should appear on Mr. Konkur's next credit card statement.

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] Executive Assistant

U-haul International

June 2, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Dick Porter, our President for our Mississippi Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he contacted Ms. [redacted] and discussed her concerns.  He relayed he was sending her a $75 VIP Certificate she can apply to a move she was planning on making soon.  The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.   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

April 18, 2016 Thank you for your concern for our customer Mr. [redacted]. Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the information Mr....

[redacted] provided and sent him the following email today: [redacted], I am just following up with you on your file [redacted]. I have spoken with Patrick K[redacted] this morning. He will be giving you a call either today or tomorrow. I know you wanted a time frame but he just does not have one at this time. I would also like to know if the calls you requested have been recieved. Thanks Kathy 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 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for U-Haul Moving and Storage at [redacted]. in [redacted], MI, followed up on the information Ms. [redacted] provided. He informed our office he will...

be in contact with Ms. [redacted] to personally address her concerns and issue her three VIP Certificates totaling $285 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,[redacted]Executive AssistantU-Haul International

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, informed our office she received the bill for Mr. [redacted]’s moving helpers and issued him a check for the amount he paid, $379.95.  He should receive the check within the next 10 business days.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,[redacted]Executive AssistantU-Haul International

I requested a 9' cargo van on August 8th from the U-Haul in Hyde Park, MA for August 31st at 9:00 am for 24 hours. ([redacted], MA 02136 , phone -###-###-####).

Two weeks later, I called the Hyde Park location back to request an extension on my rental for additional time (7 hours). As the request for more than 24 hours could not be made online, I called the location to let them know which dates and times I would need the truck for. To my knowledge, the request was approved as employee assured me that the request was successful. A week later, I called the location again to let them know that I would be changing the reservation time once again, shortening my rental time (from 7:00 am to 9:00 am 8/31 to 4:00pm on 9/1). They instructed me to go to the U-haul website and change my reservation online. I noticed that they did not have the reservation time or date correctly from the first time I called them. I needed the rental from 8/31 7:00 am-4:00 pm on 9/1, what they had on the reservation was only from 7:00 am - 4:00pm on 8/31. I called the location back once again, to let them know they had the incorrect time.

Once on the phone, I had the agent switch my reservation from 7:00 am on 8/31 to 9:00 am to 4:00 pm the next day. They assured me that the reservation had been made. Then on 8/30, I checked my reservation once again online, and the changes had still not been made from the previous call. The hyde park location told me that they did not have anymore vehicles that fit the time frame that we had requested almost three weeks prior. At this point, I'm extremely aggravated because city-wide move in throughout Boston was on 9/1. There was absolutely no way for me to find a moving truck so late in the month at such short notice. After waiting on hold for over 35 minutes, they told me that they had finally "found a van" for me fitting my previous reservation request at the 985 Massachusetts Ave location.

After arriving the next day (8/31) at the Mass Ave location, my mother and I (who flew up from Florida to help me move) were told that we could not have the rental from 9:00 am 8/31 - 4:00 pm 9/1 by the manager, Bob. While I do appreciate the help that we received from SOME of the employees at U-Haul Mass Ave, the manager, Bob, was not the friendliest or compassionate of our situation. Clearly, he needs some re-training in customer service. I showed them the contract that Hyde Park generated showing that we did, in fact, have the rental for those dates. They informed us that Hyde Park was notorious for dumping their clients that they couldn't accommodate on to them. The Hyde Park location had created a contract for a van that wasn't even available!

At this point, I'm crying and having anxiety because I was being told that the day of my scheduled move out, that I would not be able to have a van to move my belongings. My mother and I were on severe time constraints, as I had to be out of my apartment by 12:00 pm on 8/31. The Mass ave location swore that there was nothing that they could do for us and only offered us a storage for our troubles. I had a one bedroom apartment worth of furniture and belongings that I was moving out of my apartment. After (Hyde Park) breached our contract and screwed up the several times prior, the only solution we were being given was a storage?? That's completely unacceptable and cruel. We basically would have to move out of my apartment then load it into the truck, unload the truck - which was filled to absolute capacity into the storage, then unload our storage the very next day into the van, then unpack at my new apartment. I do not fault the Mass Ave location, as they were not the original location I made the reservation with. However, I do wish they would have been more accomodating and understand the emergency situation that their company -albeit another location- put us in.

My mother and I are two small women who were already putting ourselves under enormous stress by moving out of my apartment on our own, but to expect us to move my entire apartment in and out of storage/van/apartments, for a total of five times is absolutely wicked. If the vans were never available in the first place, they shouldn't have accepted our reservation request three weeks prior. They kept messing up our reservation, and at no point, told us that we would not be able to have the van for these times at any point in our previous communications. It is completely unprofessional and cruel to expect someone to have a plan B at the drop of the hat when they are moving out their apartment. As stated earlier, Boston has city wide move out/move in on 8/31 to 9/1. Understandably, there were no vehicles available, but they should have given us that option to decide for ourselves if whether we were going to keep the reservation, or go find another company that would be willing to accommodate us during this time. This experience was a total nightmare. My mother and I were stressed way more than we had needed to be. I ended up missing two days of classes because of this ordeal. I will never do business with this company again while I am in Boston, ever.

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 the funds were reapplied to Ms. [redacted]’s storage unit. Ms. [redacted] can speak to Ms....

[redacted] if she has further concerns. Ms. [redacted] can be reached toll free at [redacted] or direct at ([redacted]) [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

August 25, 2014

Revdex.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 and advised our office [redacted] was contacted. Please be advised that our fuel policy is listed on the Rental Contract [redacted] signed and states we do not reimburse for extra fuel put in the truck. A refund, however, for the full amount of the rental, or $67.27, was issued back to [redacted]’s [redacted] account as an adjustment on her rental.

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 31, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Melissa M[redacted], our Executive Assistant for our Miami Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] was contacted and...

advised of the reversal of the $94 charge for the unused U-Box.  Extra fees were waived as well.  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

August 25, 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 South Philadelphia Regional Office, followed up on the...

information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and discussed his concerns.  Although we strive for 100% satisfaction when filling a reservation, there are times we may need to offer an alternate pick up location and/or a different size of equipment to fill the reservation.  Notes in the reservation indicate Mr. [redacted] canceled the reservation because we could not provide the requested equipment at his preferred pick up location.  Mr. [redacted] advised our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s credit card, which 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.

 

Regards,

I greatly appreciate you answering one of the objections raised, however in answering it you raise more questions about the accuracy, and dependability of your system. Please provide me when the answers to my other questions. 1. When was the data of this bill put into your database. 2. When was the original contract disposed of? 3. If I do owe this bill why have I never received anything in the mailing at my mailing address which my family still resides in. 4. Why has it never been on my credit report, or at least isn't now. 5. If I didn't sign a digital contract (e-sign), how can I be expected to honor a now "digital only" bill, when I have never even driven a truck 300 miles, which you are trying to charge me. 6. I appreciate you removing Mr' [redacted] from the E-alert account, but that does not compensate the embarrassment I've faced at work due to your unethical collection procedures and violation of my privacy when your representative disclosed the year and amount owed on my driver's license to my co-worker. How much is a collection agent allowed to tell your boss about why they are collecting, I could have lost my job, and you cant even provide me with a contract showing beginning and ending miles with my signature. I am highly offended that my privacy was invaded and inaccurate information was disclosed to my employer.

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our [redacted] Regional Office, reviewed the recent comments from Mr. [redacted]. He spoke to Mr. [redacted] and explained why his claim was denied. Although we sympathize with the situation Mr. [redacted] incurred, our decision in the matter remains the same.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,[redacted]Executive AssistantU-Haul International

July 15, 2014

Revdex.com ID#: 1[redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental...

agreement.

[redacted], our President for our Northern Alberta, Saskatchewan and Northwest Territories regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and they were able to reach an amicable agreement. In addition to the refund for $50 issued on June 10th, a supplemental refund for $135.00 was issued to the same Visa account listed on the 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,

Executive Assistant

U-Haul International

March 26, 2014Revdex.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] and advised her of a refund in the amount of $255.18 for rent on the receiving end.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,

June 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in...

response:[redacted]: I received your concerns on your recent U-Haul reservation and would first like to offer an apology for the unsatisfactory experience that you encountered. While it is our goal to serve as many of our customers as possible at their preferred pickup time and location, we do sometimes have to make changes based on availability and incoming equipment. Unfortunately during busier times this becomes more frequent and at times limits our ability to provide pick up information until the day prior to rental. Looking at your reservation I see that we contacted you on the 4th with an option that was 15 miles from your preferred pick up location at 9 am which was not an acceptable option for your move based on your time constraints. I do see that we did ultimately have an option for you on the 5th from your preferred location and at your preferred time however you had already made other arrangements by that time. As for our reservations, we do honor them and it is not false advertising. We back the reservation up with a guarantee of 50.00. Once we take your reservation and agree on the pickup time and location if we are unable to fulfill your reservation for any reason we credit you 50.00. In this particular case we were able to accommodate your reservation at the time and location requested. I do however understand your frustration and as a good will gesture have issued a 50.00 credit to the card used for the reservation number referenced.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