U-Haul International, Inc.

That is not true! And even when I arrived at the 54 location in [redacted] they acknowledge the damage and told me to contact them! What a ripoff Uhaul is! They don't want to pay and be responsible for the damage of my vehicle! I called the people in Nesbit Ferry and sent photos of the damage and I never got any response!

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department followed up on the information Ms. [redacted] provided and advised our office...

that on November 15th they received electronic notification from the [redacted] that Citation# [redacted] was issued to a U-Haul vehicle for a fire hydrant violation on November 4th at 5:41 am. Using the date, time and license plate information provided on the citation, it was determined that the Citation was issued during the time of Ms. [redacted]’s rental. The Citation was processed and Ms. [redacted]’s credit card was charged $20.06 leaving a balance due of $124.94. On November 18th our Equipment Recovery Department received Ms. [redacted]’s online payment confirmation. They replied to her that nothing further was needed. The confirmation was dated November 13th and showed she had made an electronic check payment. Equipment Recovery then submitted a reversal request for the $20.06. As of today, th[redacted] online webpage shows the Citation as unpaid. Equipment Recovery called the [redacted] Violations Department to find out why Ms. [redacted]’s payment had not yet posted and was told the echeck bounced on November 13th. The City Representative is still holding U-Haul responsible for the Citation. To avoid any issues with our vehicle while on a rental, we have since paid the fine. Equipment Recovery has reopened the billing account for Ms. [redacted], which is $145. They are also requesting Ms. [redacted] contact us back to advise us when she will make payment to cover the Citation.

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 26, 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 Idaho...

Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that the mount, when installed, was slid into the receiver hitch, which does sit two inches below. If the mount is flipped 180 degrees, the mount then sits four inches higher. Ms. [redacted] was advised of this upon her initial objection. There is no problem with the hitch installation or the mount that slides into the receiver hitch.

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 customers Mr. and Mrs. [redacted].

[redacted], our President for our Oklahoma Regional Office, followed up on the information Mr. [redacted] provided. He assured our office Mr. [redacted]...

would be contacted and a refund issued as required.

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 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

He informed our office he spoke to Ms. [redacted] and addressed her concerns. He offered his apology and assured her that her storage account was in good standing and that she had a zero balance on both of her storage units. As a token of gratitude, Mr. [redacted] relayed he was sending her a VIP Certificate in the amount of $144.95 to cover a month’s rent on one of her units.

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 Traffic Manager for our Eastern Massachusetts Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Good evening Mrs. [redacted], First I apologize for your...

experience at our [redacted] location and thank-you for bringing this to our attention. I have spoken with your husband and have advised him that the $50 reservation guarantee will be issued. I have issued the credit to the credit card that was used to make the reservation. You both have mentioned that you will need to plan a second trip for your move. Please feel free to email me directly in regards to making your next reservation, so that I may handle directly. Once again I apologize for your experience and look forward to helping you with your next move. Thank-you. S[redacted] Traffic Control Manager [redacted] office [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].

Our records indicate refunds have been issued back to Mr. [redacted]’s [redacted] account as a resolution. A refund for $152.75 was issued on November 6th along with a refund...

for $42.13 issued on November 7th. Both refunds 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.. My phone number is ###-###-####. This is a business phone and I receive calls from across the United States everyday and I don't understand why Uhaul cannot contact me unless they have the wrong number. I recieved an email from [redacted] with Uhaul and called her at ###-###-####. She connected me with [redacted] and I went through the entire sequence of events again while trying to suppress the anxiety felt. Mr. [redacted] said he had never heard  or dealt with such an occurrence and was not sure what he was going to do. He said he was going to talk with [redacted] the general manager about this incident. As of this date 8/27/2015 I have not heard back from anyone at Uhaul about the resolution and I don't know if me or my sons can go into the store since [redacted] told me to get out and that he did not need my business or my sons business or anyone else's business. I want to know what action has been taken so I can go into the store without fear of being retaliated against.

Regards,

September 2, 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 [redacted]...

[redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and offered an apology for the inconvenience she experienced and our dealers behavior. A refund for the $50 Reservation Guarantee Fee was issued to Ms. [redacted] by check and should be received within the next 10 business days. Ms. [redacted] also offered Ms. [redacted] a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The Certificate was sent by email.

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

[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,

January 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Alisa K[redacted], our GM for our U-Haul of Farmington Hills, followed up on the information Ms. [redacted] provided.  She has been in contact with Ms. [redacted] by...

email.  Her most recent email is as follows dated January 4th:Thank you for getting back to me. I would like to apologized for the issues that you have had with our company and moving help. I would also like to ask if you got my email with the receipts that I sent you last week? I am just trying to figure were the issue with your move started? And how can I help you make it better? Your original reservation was set up for storage only and that was what the $550.95. That was for 1 month of storage and the delivery of the 5 boxes to your address in Ypsilanti, MI. You also ended up adding the $25 per a box coverage. By the time we picked up your UBoxes on 11/17 and shipped them out you were going into your second month as the UBoxes were delivered on 10/22. I remember speaking to you about the shipping charges as you wanted to know how much it would be to ship 4 boxes instead of 5. The price I quoted you for 4 UBoxes to be shipped to CA was $3628. Your ended up using the 5th box so that made the new shipping total $4280. I have received the letter you wrote to the Revdex.com. I have spoken to the reps for the moving helpers also. I have got all the charges that you were charged for the moving helpers. The first one was a charge of $205.95 on 2/16, this was refunded on 12/17 as 3 different refunds of $150, $5.95 and $50. The next charge was for $240.95 on 12/17 this one is still showing as a charge and the reps from moving help said you would have to call them to get this one refunded. Their number is 866-748-4110. The next one is a charge of $145.95 on 12/17 and this has also been refunded in 3 different refunds of $90, $5.95, and $50. The next charge is $225.95 on 12/17 and this one was select to be used as a certificate and you would have to go into your moving help account and select it to be issued as a refund to the card instead of a certificate. The next one was a pending of $225.95 and this was just pending and was never actually charged, if it has not been refunded yet you would just need to call your bank and give them the authorization code 031051 and they should release it. And the final charge that I have found is for $145.95 on 12/17 and this one you would also need to give authorization code 024656 to have them release it if it has not been released. Please let me know if you feel that the above information is not helpful.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 AssistantU-Haul International

October 21, 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 Illinois Regional Office, followed up on the information Ms....

[redacted] provided. She sent Ms. [redacted] an email offering her apology for the inconvenience she experienced. Please be advised this U-Haul Dealer is an independent business man that rents U-Haul trucks and trailers off his lot as a secondary business. He is not a U-Haul employee. U-Haul employees do not pack, load, and/or move customers. Ms. [redacted] explained in her email that the responsibility of the move would be this independent businessman, therefore, Ms. [redacted]’s concerns need to be directed to him.

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.First and foremost, I have not received any message from anyone at U-haul or from a [redacted]. This U-haul representative, [redacted], addressed only one minor issue out of the countless issues I experience with the company. I am not sure who Mr. [redacted] is, but I, Ms. [redacted], was in no direct communication with anyone, after the numerous attempts to get in contact with someone at any of the locations/offices. In addition, I was told by multiple customer service representatives that no one could assist me since my complaint was put in and that only Revdex.com could assist me with anything. Please have the respondent refer back to my letter sent to the Revdex.com and to carefully review it for a more fair resolution, as $100 is an unacceptable repayment for what U-haul put me through. Again, I believe I should receive a full refund of $1,592.55. 

Regards,

[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,
 
 
THE PROBLEM HAS BEEN SOLD THANK YOU KIND REGARDS. YOU CAN CLOSE THE FOLDER.

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.My original complaint was regarding the refusal on the part of UHaul to refund the total money I spent on towing service. My complaint clearly states that accident happened due to lack of/breakdown of pin holding the plate in place. UHaul roadside assistance is included in the service and I am not liable to pay for the service if it's related to breakdown in Uhaul equipment. In addition, as I have already mentioned in my previous complaint, Uhaul gave me a car dolly that had a missing tail light. I am not sure how they can be so sure that the pin was in place. I am including the pictures of the broken equipment, the receipt of the towing service called by Uhaul mentioning the absence/breakdown of pin. Uhaul is not doing me a favor by sending a check for less than the amount I deserve. I will also include the conversation with a Uhaul representative contradicting their explanation that a refund is not warranted. Anything less than reimbursing me the full amount would tantamount to reneging on the "good faith agreement" promise. Attachments: (1) Picture of the receipt by East Coast Towing company mentioning the problem.(2) Picture of the broken/missing tail light that invited a warning from police.(3) Picture of the plate that had come off due to lack of pin or breakdown or pin.(4) An earlier picture of my car at a gas station that I realized later on showed that the breakdown had occurred much earlier than I realized. The representatives are encouraged to check for the time stamp on the pictures.In addition, the Uhaul representatives are requested to call their own center at [redacted], CT 06902 to verify my claims. The chief manager said I shouldn't have been given that kind of faulty equipment for such a long drive. I sincerely hope Uhaul takes notice of my complaint and honors its promise that it makes its customers and refunds the full amount of $326.

Regards,

February 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Orlando regional office, followed...

up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and resolved his concerns. The overtime note has been cleared from our billing department.

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

The reason I declined,is AJ from U-Haul called me,he said all trucks shimmy and shake and it takes that much gas of almost 400.00 dollars to go 350 miles,he  knew the truck did not have the key for the door,but yet they rented it without telling us about any of the problems,that could have been a disaster,if we had stopped along the road,I am asking for a full refund,since they were aware of the problem and still rented the truck to us without saying one word about the problems,that is knowing about a problem and failing to tell us,[redacted] and [redacted] should not be employed doing these sort of things[redacted] flat out lied,when he said he straightened the problem out with me,I told him apology don't get it and hung up,that is the only time I talked to him.Why are they allowed to rent vehicles out when they know of the problems,[redacted] said it was the customers responsibility.
[redacted]-
President Burkhardt/Springfield Neighborhood

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual contract.

[redacted], our Executive Assistant for our [redacted], followed up on the information Mr. [redacted] provided. She informed our office the truck Ms....

[redacted] rented was at 3/4 of a tank of fuel. Although our U-Haul employee viewed the gauge to be actually at 7/8 of a tank, they kept the reading at 3/4. When the truck was returned, the gauge was between 3/4 and 7/8. Mr. [redacted] or Ms. [redacted] put more fuel in the tank than needed, however, per the rental agreement, we do not refund for extra fuel put in the tank.

As we value Ms. [redacted] as a customer, we sent her a $20 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

I no longer have the [redacted] used to reserve the uhaul so if you are going to refund me, it needs to be via check in postal mail. I think it is disgusting that you offer 1/5 of what I wasted not to mention the HOURS I spent with your unprofessional customer service agents.

October 19, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Viktoriya D[redacted], Senior Staff for our British Columbia Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she advised the truck Ms. [redacted] rented was in drivable condition.  The Service Provider that was sent out to tow the truck, actually drove the truck back to his location and charged Ms. [redacted] for a fuel refill.  Fuel expense was $26.95 and the fuel fill-up service fee was $30.  Ms. D[redacted] explained she issued Ms. [redacted] a refund for an extra 2 days’ rental, Safemove Protection, and 4 extra miles along with the fuel charges. The refund should post on her next [redacted] 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