U-Haul International, Inc.

June 25, 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 Northeastern Pennsylvania regional office, followed up on the...

information Mr. [redacted] provided. He informed our office there seemed to be a communication error and he did contact Mr. [redacted] to discuss his concerns. Mr. [redacted] offered his apology and explained he is having a Class III hitch ordered and installed for Mr. [redacted] at no additional cost.

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

June 9[redacted] Thank you for your concern for our customer [redacted], our Executive Assistant for our Mississippi Regional Office, followed up on the information [redacted]...

provided.  She informed our office she spoke to [redacted] and offered her apology for the less than satisfactory service he received.  As we value [redacted] as a customer, [redacted] 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.  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, [redacted] Executive Assistant U-Haul International

July 16, 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 [redacted] Regional Office, followed up on the information...

Mr. [redacted] provided. He informed our office our Center employee closed out Mr. [redacted]’s contract, then reversed the contract and refunded the fuel charge. However, the contract was never closed out again. The next day, another employee closed out the contract not knowing the fuel charge had been reversed and the charge was put through a second time. Another refund for the fuel has been issued and Mr. [redacted] asked that we relay his apology for the confusion.

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

October 13, 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 Western New York Regional Office, followed up on the...

information Ms. [redacted] provided. Ms. [redacted] rented a truck in Greensboro, NC for in-town use on September 3rd at 5:46 pm. The truck was due back on September 5th at 10:00 am but was taken one-way instead to Rochester, NY. The one-way rate would not apply. Ms. Lansing sent the following email to Ms. [redacted] in response:

Ms. [redacted], Per the Terms & Conditions for Equipment Rental (a packet that you were provided with your receipt) we are allowed to keep the property in the truck until outstanding amounts are paid back to U-Haul. There currently is a balance due on the truck & auto transport rental as well as the storage unit. All of which needs to be paid. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York 8045 State Route 96 Victor, NY 14564

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 10, 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 Brooklyn, Queens, Staten Island regional office, followed up...

on the information Ms. [redacted] provided. She sent the following email in response: Dear [redacted], Thank you for your letter concerning your U-Haul storage rental unit at our Woodside location. We value you as a customer and apologize if your recent experience with our Woodside U-Haul employees was not to your satisfaction. The General Manager of the location applied a $15 VIP certificate to your account on 04/04/14 which took care of the $15 late fee you were promised to be waived. Also a $20.00 VIP certificate was emailed to your email address on file, redeemable at any U-Haul facility on the many products and services we offer. Once again please accept our sincerest apologies. We do appreciate your business. Sincerely, [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,

Maria Palmisano

Executive Assistant

U-Haul International

Thank you for your concern for our customer Mr. [redacted], our Traffic Manager for our Orlando Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised that the debt was written off and the balance set to...

zero.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 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Donna D[redacted], our Executive Assistant for our Jacksonville Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office a refund for $105.00 was issued to Mr. [redacted] when the truck was returned on April 26th.  The refund should post on his next Visa 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

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 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Chicago South and SW...

Suburbs, followed up on the information Mr. [redacted] provided. He assured our office he addressed the situation with all involved to ensure proper reservation and rental procedures are being followed locally. He relayed he issued a refund for the $11 fuel expense back to Mr. [redacted]’s [redacted] account on June 10th. 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

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided. She informed our office she spoke to Mr. [redacted] and explained all options and documents were provided at the time of rental. Mr. [redacted] relayed he did not read the information provided that would have informed him what was covered under the Safemove Protection.

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 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms....

[redacted] provided. He informed our office he left a message for Ms. [redacted] explaining the refund he issued for $25.50 back to her [redacted] account. The refund should post on her next credit card statement. He also provided his telephone number if she had any further questions and sent her an email with the same information.

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 do not accept this as complete. My initial quote was $241 for a 20' truck out of Theodore, AL  and an auto transport for $59.99. Since this truck was unavailable and I had to travel 60 miles away to pick up a truck from D'Iberville, MS, I was re-quoted for a 17' truck at $201 and an auto transport at $59.99. In route I called to make sure that it would be waiting for me and was not available either, so then I was told that I would be getting a free upgrade to a 26' truck and it along with my auto transport would be waiting in Biloxi, MS at $274. This was not a free upgrade for a much larger truck than I reserved initially, and within this price it did not include the auto transport, which was not included in the information presented to me via traffic, that this free upgrade was not including the auto transport, which was more expensive than its initial quote also, and I have a difficult time accepting that a 17' foot truck is more expensive than the 20' truck I initially reserved.
I am not seeking a full refund by any means, I am only wanting back the money I was not quoted and then told I would be able to resolve later but was unable to get anyone on the phone after trying several times over the course of three weeks, also leaving time for someone to contact me. I am not as readily available now to discuss things by phone, as I have began graduate school and my daily schedule is loaded, which was why I attempted to resolve this before I began, knowing it would be this way.

August 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our Northern Louisiana Regional Office, followed up on the...

information Ms. [redacted] provided and sent her the following email in response:
Mrs. [redacted], I was sorry to hear that your move did not well. After reviewing your file and letter to the Revdex.com this is what I see. When your reservation was made we had conditions in the reservation system that let our customers know we were covering any new reservations with equipment coming into the area and that traveling was a possibility. I see we offered you a 20' truck in Boyce as soon as it came in from its rental but it was declined because of the size of your home. Did you actually travel to Boyce? Next I see where we had your requested equipment in Leesville and traveled to this location and rented the equipment. You are correct that your were not given enough additional miles to cover your trip and our location that you dropped off the equipment too could have handled this part of your rental better. I see where that location has refunded the mileage that was charged and we have credited your card 50.00 for our reservation guarantee. If you added oil to the truck we will gladly refund you for that as well. Please let me know what more that we can do for you. 
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.Okay, I received an email on December 1st that Uhaul had responded to my complaint and that a response is needed from me. On Dec. 3rd, I read Uhaul’s response and called Uhaul to try to resolve the matter again with them. First of all, the incidents that occurred on the response are not exactly how they are recorded. And I also provided a valid contact number  to at least 4 agents during the time of these occurences within Uhaul, so there should not have been a problem with contacting me. Okay, now when I called I eventually spoke with Mr. [redacted]. Mr. [redacted] did not want to listen to anything that I had to say. I even asked him can he listen and he continued to over talk me and disregard any matters that I incurred during those 2 days in October. Mr. [redacted] continued to take up for [redacted] by stating that [redacted] is one of the best reps he have and that he has great reviews. I tried asking Mr. [redacted] is he saying that I am making the story up and he continued to disregard my questions or the emotional stress that I went through with Bubba, the previous Manager I spoke with and now Mr. [redacted]. Mr. [redacted] told me that I could not get a refund because I got the rental and that they already discounted me 30.00 and they gave me a 50.00 VIP Certificate for Uhaul products. Well, first the discounted amount did not make up for the gas that I had to put in my personal vehicle to go get another Uhaul after [redacted] refused me the scheduled Uhaul and the time off work for me and my daughter. Also, I told the Manager that issued the 50.00 voucher, that I can not use it and I still have it in my email which I can not put any use to and will not benefit me in any way. I also tried explaining to Mr. [redacted] that I got wrote up (disciplinary action) at work for missing that time away. Mr. [redacted] again did not take into consideration none of the inconvenience, emotional stress, financial matters that offset me hugely in this new move of mine. I am still requesting a refund and apology because none of the Supervisors have understood the situation, the disrespect from [redacted] and themselves, nor took responsibility for any of the immoral behavior and unnecessarily rude customer service on all three supervisors parts. And again, I updated my telephone number with the service rep that answered the phone.Thanks, [redacted]

Regards,

July 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage or Chelsea, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for the $6.75 fuel expense. Mr. [redacted] mentioned Mr. [redacted] was requesting his mattress be replaced. Mr. [redacted] need to contact R[redacted] if he wishes to file a claim. They can be reached 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,

Executive Assistant

U-Haul International

September 30, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Kristina K[redacted], a Senior Customer Service Agent, reviewed Mr. [redacted]’s recent comments and sent him another email in response: Mr [redacted], We have received the file here at U-Haul. We Understand the frustration that this may have cause, Due to privacy concerns we were unable to release the information. This is because the customer on the contract was not the one calling in. That is or policy. The agents are only allowed to ask if you may have known anyone at the time of the rental. For the inconvenience we are will to refund you the 30.00 late fee to settle the issue. Sincerely, Kristina K   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 29, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Patrick Keefe, our President for our Lower Hudson Valley Regional Office, reviewed Mr. [redacted]’ recent comments.  He has left several messages for Mr. [redacted].  He also explained not all calls are recorded.  The police were called by Mr. [redacted] to the U-Haul location and we were advised not to rent to Mr. [redacted].  Mr. [redacted], however, was able to rent from our Nanuet U-Haul location. 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

Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the original reservation document and researched the credit card number listed....

He verified no charges were applied. Mr. [redacted] contacted Mr. [redacted] and offered his apology as well as let him know he would be speaking to our dealer to ensure proper procedures are being followed locally. He also provided his cell phone number in case any charges appeared on his credit card in the future.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 called this manager, but she was not at work that day. I have since supplied my phone number through an e-mail response, and am still waiting to actually speak to someone regarding this matter. Thank you for the follow up. but this matter remains unresolved at this time.

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,

September 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Baki A[redacted], our GM for our U-Haul Moving and Storage at Capital Dr., reviewed Ms. [redacted]’s recent comments.  He advised our office Ms. [redacted] came into his store and he explained he is willing to remove her mother’s name from the contract, however, she will still have the issue of her own unit that is delinquent.  Ms. [redacted] stated it was not her fault and she will not pay a single penny.  Mr. A[redacted] assured our office he has tried working with Ms. [redacted] but she is adamant about not paying the storage. He also sent our office a copy of her contract for her 2nd storage unit with her signature.   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