U-Haul International, Inc.

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,

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 understand they tried to contact us but I spoke to someone from U-HAUL on the phone and gave them my cell number because we both work. They never contacted me and when I called directly I was told I would get a call back from a supervisor, which never occurred. I am not satisfied with their response because my master card was originally charged on may 11th and credited on may 13th. The visa was charged on may 11th and credited on may 22nd. Then without me being in the store my master card was charged again on may 22nd. The supervisor of the old bridge store told me she was only going to credit the visa 97.37 but decided to once again charge the master card. How is someone able to charge your credit card without your permission especially without you even being in their presence. Both cards do not have a 0 balance because the master card should never have been charged again especially because we paid cash in the store. They need to credit back the 97.37 to the master card for me to be satisfied.

Regards,

March 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the...

information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him she had issued refund for the $50 fuel charge back to his [redacted] 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

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.

It does not address the underlying issues with my contract and in addition to everything that went wrong with contract with U-HAUL, I learned today my UHAUL storage unit has a leaky roof which resulted in damage/destruction of some of the items within the unit. In their correspondence with me, UHAUL of Western NY passed the blame of their negligence onto the Queensbury location and failed to provide any response to my customer service concerns. 

Regards,

June 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the full amount of the rental was issued back to Mr. [redacted]’s [redacted]...

account. The refund for $165.39 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

Greetings Sandra,
I do not except your response as a resolution. Prior to you contacting me I clearly understood how much I owed. What was not resolved is the issue that I originally complained about, which is my inaccurate billing. Your system has not been corrected, it still shows an incorrect amount owed, and I also can not pay online the amount that I actually owe.
I also informed you during that call that I did not feel comfortable paying over the phone, particularly because you did not have a secure way of excepting a phone payment. This company has been very incompetent in handling this issue. I am not comfortable giving my credit card information to a complete stranger, not encrypted or  otherwise secure.
To date, I still have no way to pay the correct amount online or via a secure payment portal/access point. To date your records still show that I owe more money than I actually owe. To date I am still receiving auction and lien notices stating the wrong balance due.
Please correct the billing  to reflect the accurate amount.
Genuine regards,
[redacted]

Thank you for your concern for our customers [redacted] and [redacted].[redacted], our Field Manager for our Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the picture submitted and reversed the Promissory Note...

in addition to the refund for the $50 Reservation Guarantee Fee that was issued to their Visa account. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I cannot say. The billing was in error, but yes, now (per email I received from someone) it appears they cleared the charges. So, don't know.

I think it is resolved, but billing was in 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.

It is true that Ms. [redacted], after significant argumentation, agreed to deliver the U-Box to and from my residence at no charge.  However, as I mentioned in my complaint, this was just a portion of the services I had purchased on the MovingHelp platform, which was to include loading and unloading of my belongings both at my residence and at the U-Haul warehouse.

Moreover, this response did not address any of my other issues outlined in the complaint.  Specifically, the unnecessary combative attitude of U-Haul site representatives and telephone customer representatives throughout this move and the multiple last-minute cancellations and adjustments to the contract that required me to spend six hours individually loading my belongings into the U-Box pod and five hours waiting on hold for U-Haul representatives.

I thought it was extremely poor customer service for the Chapel Hill Blvd. site employees, on multiple occasions, in an attempt to ignore my problems (that were caused by U-Haul), put my phone call on hold for an extended period of time only to transfer me to a corporate customer service line, despite my repeated request to not do so since the hold time was over an hour on the customer service line. 

When I arrived in Kingwood, TX at the U-Haul site, my U-Box had been locked up and neither I or the receiving site had received a key to open the lock.  I again had to wait hours for a neighboring storage facility employee to retrieve the tools to break the lock.  This is just another example of how poorly my contract was handled by U-Haul.

If your final paragraph is true, and your customers are in fact very important to you, you should understand that the way my U-Box contract was handled was dreadful and physically damaging.  U-Haul put the safety of one of its customers in jeopardy by refusing to take responsibility or action after its own errors.

For the sake of future customers, I appreciate the fact that the moving company has been removed from MovingHelp.com, however, that does nothing to address my specific issues.  Again, in light of your commitment to customer service, I request a full refund or in the least a discounted price for my U-Box delivery contract.

I appreciate your time.

Regards,

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant in our [redacted] Regional Office sent the following e-mail to [redacted].

Dear [redacted] - I have received the forward of the...

information you had provided to theRevdex.com regarding your recent rental. I would like to sincerely apologize for the Inconveniences that you had encountered. Reviewing the notes on your complaint, I do clearly see that we did not do what we said, and I again, apologize for that.I personally have issued a credit to your card for the $40.00 that we had promised you. Additionally, I have issued a second credit to your card for $50.00, our u-haul reservation Guarantee, as we clearly dropped the ball in effectively communicating some necessary changes to your reservation. AlthoughIi understand that you did not want the already Issued $40 vip coupon, I will be leaving that active, so if you do decide to give us an opportunity to redeem ourselves in your eyes, you can use that coupon. I've attached copies of the above noted refunds, as well as the vip coupon, and again, sincerely apologize for the inconveniences that we had caused you. Sincerely, [redacted]

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

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

[redacted], our Executive Assistant for our Northern Colorado 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 $42.58, which is the difference she was quoted compared to what she was charged. 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,

Executive Assistant

U-Haul International

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

[redacted], our President for our Nashville regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted]...

the following email:

Mr. [redacted], I have reviewed the charges on the card as well as the video tape of the incident in question. In the video it shows you throwing the pads out into the snow, dragging them across the parking lot (some 50 yards) to your vehicle next store at [redacted], and then dragging them back and throwing them into the truck. The pads are not useable at this point and had to be discarded. You were aware that the pads needed to be folded to not be charged and disregarded that request and also damaged them. The $95.40 replacement charge for the pads stands. A copy of this letter is being forwarded back to the Revdex.com. We will also provide the video to the Revdex.com if requested or needed. [redacted] Marketing Company President U-Haul Company of Nashville

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

November 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our Eastern New York Regional Office, followed up on the information Ms. [redacted] provided.  He informed our...

office, as a courtesy, he issued a refund for $244 back to Ms. [redacted]’s Master Card 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

I have talked to the gentleman and he is stating that the tire on our U-Haul was "plugged", we do not plug tires and the gentleman was given a...

refund of $40 which is 25% of his total rental. He stated to me on the phone that his family was in danger because of the heat, when I ask him why he didn't run the A/C in truck he said it was "too expensive". I explained that breakdowns is not part of our business plan and I'm sorry he had issues during his move. Kevin

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 was contacted on 6/12/14 by [redacted] as described in Uhaul's response who assured me he would be looking into what caused my U-box to arrive a full week after (6/13/14) the guaranteed arrival date of 6/6/14. I emailed him looking for further information on 6/18/14 and as of today (6/20/24) have not received a response. Furthermore, no communication has been received from Uhaul International regarding the complaint I filed demanding compensation for their failure to deliver within the specified time frame along with their complete lack of followup and communication during the interim period. My credit card has since been charged the full amount for shipment from Boston to Chicago.

Please review my case and feel free to contact me for any further details.

Regards,

Thank you for your concern for our customer Mr. [redacted].[redacted], a Customer Service Manager, followed up on the information Mr. [redacted] provided. Please be advised that U-Haul implemented our E-Alert program that saves past rental information that have an outstanding debt owed to...

U-Haul. This system is in place for the protection of our equipment to ensure all trucks and trailers land in the hands of customers who will fulfill all contract terms. In some cases a privately owned company may utilize a company card or some sort of company shared information to rent from U-Haul that may trigger a match in our system, which causes a rental to be denied if there is a past balance on a previous rental. Mr. [redacted] explained that at this time we found that the information we obtained from Mr. [redacted] had a match with what we already had on file for [redacted] who has a past debt with U-Haul. Although we are not holding Mr. [redacted] liable for the debt, it is keeping him from taking advantage of U-Haul services until the debt is paid in full. This is also a precautionary measure to ensure Ms. [redacted] is not able to rent from U-Haul or a third party until her account is cleared. We would recommend Mr. [redacted] suggest to Ms. [redacted] that she contact U-Haul to settle her account. Until then, Mr. [redacted] will be denied a U-Haul 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,[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.[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted]      I do not accept what they say as it took almost 5 days to get the money back,it took the words of calling the police to start action to get it and was told I was I would  get it back in less than 24 hours on the 16th of February and it took all week to get it back,it took them only hours to take it out of my account which it did not belong to the person of the name on the rental unit and what is going to stop them from doing that again to me for some one that is behind. I was told I could not talk to any body other that [redacted] as he was the one that caused all of this mess that could have cost me a lot of problems and head aches as it cleaned out mt account and I did not have the money to put in to live and pay my bills

November 12, 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 Northern Louisiana Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] at length advising her she was issuing her a $100 VIP Certificate to cover the rental of a U-Haul truck and Auto Transport to retrieve her vehicle. Ms. [redacted] said she has not received a call from Ms. [redacted] to make these arrangements but can still be contacted 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,

Executive Assistant

U-Haul International

February 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Executive Assistant for our Gainesville Regional Office, reviewed Ms. [redacted]’s recent comments to our office. She advised our office she believes Ms. [redacted] is confused with who she is, as well as who our GM is at our U-Haul Center. Our GM again called Ms. [redacted] and explained the truck they returned was not refueled to the same level as when it was rented. Ms. [redacted] stated they did ask Ms. [redacted] to go to the gas station for a fuel receipt. She just needs to let the attendant know the date and time she was there. Ms. [redacted] relayed that the bottom line is the truck was not refueled to the same level and, therefore, she was charged. Until a receipt can be shown to verify the fuel fill up, a refund will not be issued.

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

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Nashville regional office, reviewed the recent information Ms. [redacted] provided. He informed our office a supplemental refund for $45, making a total of $90, will be issued to resolve her concerns.

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