U-Haul International, Inc.

[redacted]  [redacted]

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,

Hello,
 
The request for a refund and the request sent to the Revdex.com was not fully due to the battery. The customer service that had been provided was absolutely unacceptable. Things that went wrong...
1.) Scheduled the UHaul for a Sunday pick up in [redacted] and found out the Saturday that I couldn't pick it up in [redacted]. The rep told me that extra miles would be added, but they weren't.
2.) The UHaul broke down and I place a few calls in to roadside assistance. I called and the CSRs were not empathetic at all.
3.) I was able to get it up and running after waiting, but had to sit for an extra hour or so.
4.) I returned the UHaul and the agent at the location said I didn't have to pay for gas, but then said she misspoke.
5.) The manager who called me that Monday stated he would give me a call within the hour. Again, no empathy...No call back, I called two hours later and the person stated that he must have been busy. I received a voicemail a few days later stating that he had to wait to talk to the people at the location in order to hear both sides.
6.) If I would have received a call back within the hour, a call back from UHaul's corporate office after requesting my gas then it wouldn't be half as bad. Even this, I get a $50.00 gift certificate with no call to actually discuss.
 There's more than the battery or it breaking down. The customer service at the locations and during several phones calls was unnecessary.

May 29, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Angela F[redacted], our Executive Assistant for our [redacted] Western Suburbs Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr....

[redacted] and was able to reach an amicable resolution. Her office originally offered him a truck and trailer combo to fill his reservation, however, he declined. Ms. F[redacted] agreed to reimburse Mr. [redacted] $800, which is the difference between the U-Haul truck rate and what he had to pay to Penske to rent a truck for his move. The refund was issued back to his Visa 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,

Maria P[redacted]

Executive Assistant

U-Haul International

August 27, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided.  She...

contacted Mr. [redacted] and advised him of a refund for $125 that was issued back to his [redacted] account on July 11th.  The credit should have already posted to his credit card account.  Mr. [redacted] relayed he would contact his credit card company to confirm the 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

July 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Claims Agent for [redacted], reviewed the information [redacted] recently provided. He informed our office [redacted] sent the requested documents to [redacted] on July 17th and they are currently under review to determine what transpired in this incident. He went on to explain that the towing hitch was pulled out of the frame of their 1998 Oldsmobile Silouette minivan while pulling a 16-foot trailer, which is owned by [redacted]. A review of the towing capacity and load capacity of the vehicle is being done. [redacted] mentioned [redacted] does demolition work and puts heavy loads on her trailer. He added that once all documents are viewed, a decision will be made and [redacted] will we notified.

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 customers [redacted] and [redacted], whose name appears on the rental agreement.

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on...

the information Ms. [redacted] provided. He informed our office he was not able to confirm any mileage discrepancies surrounding their rental and no adjustments made to the truck in question prior or following their rental. However, Mr. [redacted] advised Ms. [redacted] he would issue a refund for the difference in mileage in order to resolve the issue.

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

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

[redacted], our President for our Metro Phoenix and the East Valley regional office, followed up on the information Ms. [redacted] provided. He informed our office...

Ms. [redacted] was contacted and her concerns discussed. A refund for the two extra days was refunded and she was advised her daughter could pick up her ID any time.

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 should have been given a full refund. Being that the truck broke down and my move could not be completed. Uhaul offered a full refund and their system would not allow it. Then they sent it to corporate to issue and corporate decided no refund until I filed a compliant. Then the refunded me half on the rental and refunded my fuel expense. 

Regards,

Lesaunta [redacted]

Thank you for your concern for our customer Mr. [redacted].[redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained the charges to him. She assured him he was...

provided the lowest and best rate. She explained the one-way rate for a cargo van to [redacted] would have been a total of $149.35, which is $7.09 more than what he paid. Mr. [redacted] stated he would like to pay the remaining balance of his rental and will call our Collections Department to make payment.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

May 24, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Randy D[redacted], our President for our Iowa Regional Office, reviewed Ms. [redacted]’s recent comments and advised our office he issued a refund for the extra day charge on the truck and the utility dolly since Ms. [redacted] was only four and half hours into the second rental period.  The refund for $49.77 was rounded up to $50 and Mr. D[redacted] emailed her the following: A refund of $50 has been credited to your CC. I apologize for the issues encountered with your move. Thank You   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

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 29, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted]
U-Haul Reference id:  1134791
 
Thank you for your concern for our customer Ms. [redacted].
 
Marketing Company President, Rod T[redacted], reached out to our customer and apologized for the miscommunication and agreed to charge the original amount estimated for a local rental of $85.60. The customer has been refunded the difference in charges and the promissory note created has been removed.
 
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

June 29, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: 11519494 [redacted] and [redacted]
U-Haul Reference id: 1135165
 
Thank you for your concern for our customer Mr. and Mrs. [redacted].
 
Marcus B[redacted], Area Field Manager, reached out to the Mr. and Mrs. [redacted] and apologized. Mr. B[redacted] agreed to issue the reservation guarantee in the amount of $50.00 by check to the customer.
 
Check was submitted to the following address:
 
[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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

September 23, 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 East Houston Regional Office, reviewed the recent information from Ms. [redacted] and sent her the following email in response:

[redacted], I received notice from the Revdex.com that you do not feel your complaint has been resolved. I tried to contact you by phone on 09/19/14 and left a message to return my call. I am sending this email because I was not able to contact you by phone. I would like to start by apologizing again, for all the time you have spent trying to resolve this. I would like to address a couple of the things in your response. 1) When you over paid your account you unfortunately made the double payment first and then the single payment. The young lady [redacted]) that corrected your account, reversed your payments which can only be performed by working backwards. Unfortunetely that means the single payment had to be reversed first then the double payment. Consequently that caused her to make another payment to bring your account back current. I did not explain this procedure to you before, because I did not feel you thought we were to blame for all that has happened. 2) When we spoke on the 15th I felt we agreed that you, your bank, and U-haul shared in the blame, for all that has happened, While I agree we (U-Haul) could have been more timely in responding to you when the bank overdrafted your account, I believe our initial goal was to provide good custmer service and correct your account for you. With all that being said it is clear you feel we (U-Haul) should do more. I offered you a free month because of our slow response when your bank charged you over draft fees. I was not aware you were in the middle of moving at that time. I show you are still in the room at this time 09/20/14. My offer of the free month is still available. I would be happy to contact your bank on your behalf, verifying that the charge and credits were processed the same day, Please let me know what more, you feel we should do. Again I apologize for all that has happened. [redacted] Executive Assistant [redacted] U-Haul Co. of East Houston ###-###-#### Ext [redacted]

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 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information...

Ms. [redacted] provided. He informed our office Ms. [redacted] stopped paying the 24-hour access fee on April 26, 2014 when she was transferred into another storage unit due to the reported rodent issue. He relayed that Ms. [redacted] also moved completely out of storage on May 24, 2015.

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.The response continues to assuage any wrongdoing on the part of UHaul, despite public admission via official media channels, a screenshot of which remains in my possession. The location provided was accurate--a family friend used the same instructions to easily locate the truck. Moreover, UHaul was in possession of precise GPS coordinates of my cell phone. Additionally, in direct conflict with the business' response, I never received a call from the service provider. This is easily demonstrated via call logs. Finally and ultimately, UHaul policies placed me in direct harm and contributed to illness and a missed day of work. The $30 store credit is not a meaningful resolution, because I will not jeopardize my safety by using their services again. The sole acceptable resolution, as requested, is (a) some meaningful review of their policy that customers in unsafe locations must remain in the vehicle, despite their personal safety concerns; and (b) some sort of apology, not for the mechanical failure, but the failure of UHaul to respond within a reasonable timeframe. 3 hours is not reasonable.

Regards,

[redacted] V. [redacted]

June 20, 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 Vancouver and Vancouver...

Island regional office, followed up on the information Ms. [redacted] provided. She informed our office she has been in contact with Ms. [redacted] recently regarding her U-Box move. She assured Ms. [redacted] she confirmed her box was picked up and also put a trace on the box with the carrier. She is currently waiting on a response from the carrier. Ms. [redacted] advised Ms. [redacted] she would be compensated for the late arrival and that our first priority was to get her box delivered to her.

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 20, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Cindy Rodgers, our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she...

spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee she issued back to Ms. [redacted]’s [redacted] account. 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,[redacted]Executive AssistantU-Haul International

June 23, 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 Fresno regional office, followed up on the information Mr....

[redacted] provided. He informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s [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.Yes, someone did call me and advised me that I would not receive the $50 guarantee. I asked why and was told that because they called me an hour before my pickup. I explained the guarantee says I get $50 if they cancel or change the reservation. She was very firm saying I cannot and will no get the guarantee. I told her she is wasting my time and hung up. She never offered to give me the $50. I have all my phone calls to and from Uhaul recorded as any smart consumer should. Every single person I called in uhaul customer service refused to honor the guarantee. But the in store employees expressed I should receive it. Uhaul has shady business practices and lies to their customers. Please let me know how you already started to give me the $50 when you do not have my address to send me a check? 

Regards,