U-Haul International, Inc.

October 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:[redacted]I have received and reviewed a copy of your letter to the Revdex.com concerning your recent U-Haul rental. Additionally I have reviewed your reservation, rental agreement and have spoken to [redacted] the U-Haul Area Field Manager who handled your initial complaint. Being that there are conflicting accounts of times and exactly what happened we can only go by what we can see on the papaerwork showing dispatch time, fuel level and return time, fuel level etc. Based on this information we are going to issue a credit to your account in the amount of 50.00 as your confirmed dispatch time was 11am and your actual dispatch was 11:40am.  Thank you,[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

July 22, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Our records indicate a refund for $126.51 was issued on July 8, 2015 back to her [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,

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,

November 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], Senior Staff for our Ohio Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms....

[redacted] advising her the charges will stand.  Ms. [redacted] signed a contract for an in-town move, meaning she would return the truck to the same dispatch location or pay additional charges.  When she called our dealer on North High Street to ask if she could return her truck to them, our dealer assumed it was a one-way for drop off in his area, therefore, he agreed.  Our dealer never discussed that she would not be charged extra fees.  The truck she rented is a rotation truck, meaning it is owned by the dispatch location and must be returned to that location.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 am confused with this resolution as [redacted] told me the cheque would take 3-4 weeks, but their response to Revdex.com says I would receive it in 10 business days. Which is it?

Regards,

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. [redacted] informed our office a refund for $68.95 was issued back to Ms. [redacted]’s [redacted]...

account ending in [redacted] for the additional day. The refund was issued on August 7th and should have already posted to her credit card.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,

July 21, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].
[redacted], our Executive...

Assistant for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided.  She informed our office she contacted Mrs. [redacted] and offered her apology for the inconvenience she experienced and for no one calling her back last week.  She advised her of a refund for the extra charges, minus the extra mileage charge, in the amount of $132.64.  The refund was issued back to their [redacted] card account and 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

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,[redacted]

March 4, 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 South Bay regional office located...

in Fremont, CA, followed up on the information Mr. [redacted] provided. She has been in contact with Mr. [redacted] and in receipt of additional paperwork from him in order to reach and offer a resolution.

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

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

concern for our customer Ms. [redacted].   Sakiya R[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a refund for the shipping fee in the amount of $1,250.45 has been issued back to her Visa account, which should post on her next credit card statement.  Ms. R[redacted] also explained Ms. [redacted] will be responsible for storing her items after the free month of storage runs out.   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

December 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 1[redacted]Thank you for your concern for our customer Ms. [redacted]Steven D[redacted], our Field Manager for our West Houston Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to...

Ms. [redacted] and advised her he had processed a refund for $20 back to her 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,Maria P[redacted]U-Haul International

July 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a $20...

VIP Certificate was initially sent to Mr. [redacted] to help offset the inconvenience he experienced. In the interest of customer good faith, Mr. [redacted] issued a refund for $10 back to Mr. [redacted]’s [redacted] account, which should post on his next credit card statement.I hope Mr. [redacted] will still take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years. 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

September 23, 2016  

size="3">Revdex.com ID#: [redacted] U-**ul Ref#: [redacted]   T**nk you for your concern for our customer Mr. **.   Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional office, followed up on the information Mr. ** provided.  She informed our office, after reviewing the picture of the damage caused to the U-**ul Cargo Van, she concluded there would **ve been no way the damage would **ve been missed when a walk around was done before Mr. ** left the lot and t**t a refund will not be issued.   Our customers are very important to us and we regret to hear of situations t**t cause problems for them. T**nk you for bringing this matter to our attention and allowing us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-**ul International

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted].

[redacted], our President for our Orlando Regional...

Office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], I received your letter addressed to the Revdex.com. Let me try and reply as well as I know how. I was not at the location when you rented the trailer. However, I will attempt to explain some of the things that maybe we did not make clear or that you did not understand. First let me say that I am sorry for all of the inconvenience you have endured during this move. I know moving is stressful and although things do not always go as planned, U-Haul tries very hard to be there to help you along the way. It sounds like maybe we failed you on this trip. I truly apologize. The first concern I see you had was that the hitch for the car was incorrect. I have double checked this hookup. Hitch number 36291 is the hitch you purchased and is the correct hitch for a 1999 Toyota Camry. This hitch is made per manufacturer specs and is rated to pull up to 3500 pounds of weight behind your car. This is more than sufficient for a U-Haul 5x8 trailer. The trailer empty weighs about 840 pounds empty. It would be nearly impossible for you to overload your vehicle moving normal household furniture with this trailer. This size vehicle makes these trips pulling U-Haul trailers all the time and have for over 50 years. The second concern is that the car overheated. While this is unfortunate and I am truly sorry for the overheating problem this may have been a blockage in your cooling system that could not have been foreseen by U-Haul or by yourself. U-Haul does have a way of helping older vehicles with trips like this. It is called a transmission cooler. This helps to cool the transmission and the engine oil and keeps the vehicle from overheating. We offer these to all customers who need them and when denied to purchase we have you initial a box where we offered. The initials are on your receipt signed by [redacted] given to him when you had the installation done. Had to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke down. U-Haul deep discounted the rental to help you out in this situation. The 14 foot truck regular rental rate for this trip is $549. U-Haul discounted to $389. the Tow Dolly was discounted from $121 to $49. The trailer that had been towed from Orlando to Lake City was completely refunded from $206 to zero dollars although you had it at least one full day and driven several hundred miles with it. This was all done in the name of customer service to help you with this move. The U-Haul in Florida did the hitch wiring improperly causing me to have to unplug my battery cables when the car is parked so the battery does not go dead. I have reviewed this installation and it appears the proper part was installed. Still, this should not cause the battery to be going dead. If you had to have this repaired, please forward the repair bill to me so we can take a look to see if your warranty might cover the reimbursement of that bill. It was not in the paperwork received from the Revdex.com. If you have not had this repaired, and it is still a problem, please take it to the nearest full service U-Haul Center with you hitch paperwork and a copy of this letter. The full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removed. Again, I do apologize for all of the problems you endured. We strive to make every move go seamlessly. Sometimes we fail. I do not see how we could refund the rental of the truck and Tow Dolly in this case. I will take a look at the repair on the car if you can forward that to me. I would be glad to forward you a $100 VIP Certificate to discount a future rental if you would like. Just let me know. Thank you, [redacted], [redacted]@uhaul.com, President, U-Haul Company of Orlando

A refund for the trailer in the amount of $219.39 was refunded on June 27th back to their [redacted] Card account. A refund for $300 as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4th. The refunds should have posted on their last 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 continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the comments from Mr. [redacted]. He mentioned that Mr. [redacted] was initially asked to take his vehicle to [redacted] to have the latch fixed but apparently disregarded the request and went to [redacted], or a store in that category. Mr. [redacted] spoke to the Service Manager at [redacted] and was told it’s a known issue the hooks need adjusted from time to time. The replacement part is $10, which Mr. [redacted] is willing to be billed for by [redacted] when the service is complete. Mr. [redacted] attempted to speak to Mr. [redacted] recently but reached his voice mail. He is willing to pay to have the latch replaced, that was destroyed by [redacted], but not pay to have the entire locking mechanism replaced, as is not needed per the [redacted] Dealer.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

April 2, 2015Revdex.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. She informed our office she...

personally addressed his rental concerns with both Mr. and Mrs. [redacted]. She checked several rentals before and after their rental and found no discrepancies in the mileage. Ms. [redacted] went as far as viewing the security camera to make sure the truck was not being used by a system member who did not document the odometer readings. Her researched showed the mileage is correct on Mr. [redacted]’s contract and relayed that a refund was not warranted.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

Poor customer service

Before I tell you my long story on the poor customer service I received with U haul, I'm going to start with who I am!

I consider my self a very strong single mother, that worked her way up thru the ranks at a major retail store, I've alway tried not to let thing stop me from growing and being a stronger mother/woman.. and had a dream to move to the one place that would show my strength and feed the adventure I've wanted for a long time, Alaska!

Weeks before I went to U haul, I received a job offer to move to Fairbanks Ak, and I lined up a moving company (Viking) to do the move for me, well the day I scheduled the movers to be at my house, they called and told me cost would go up $900, and I could pay it, or cancel the contract.. Well with not much options, and not wanting any other hidden fees, and very tight on funds, I went and talked to Don at [redacted] storage in Safford Az, and I canceled the movers, 1st mistake.. Don and his wife was very nice, and had the truck waiting the next day, they even opened up on a day they was "closed" (08/12/16) so I could get the truck and the car transport. With everything loaded thanks to friend, I was ready for the long road ahead..

On Saturday 08/13/16 just after 7 am, I started driving, I didn't drive long, and knew I couldn't drive the truck and the car transport, I was wrapped with fear, I tried to call Don at M&m storage, and there was no answer, but as per our conversations I knew he would be out of town, so I called the Uhaul customer service number at 7:28 am, I explained with fear and emotion I could not drive this all the way to Alaska, the lady that I talked to said I couldn't get my money back, I told her I didn't even leave the city I picked up the Uhaul in, she said she would have a area manager call me back. At 7:34 I received a call from ###-###-####, and I can't remember his name, but he was the area Mgr, and told him I could not do this drive, due to fear, anxiety, and a host of other emotions. The "mgr" said he would give another day, just to take it slow, and see a doctor for my issues.. (Really? So you want someone that needs to "see a doctor" driving your truck? Not to mention how insulting that is) as I reinforced, I could not do the drive, he did state I could take it to Tom's Uhaul also in the Safford area, and I could get a refund, but I would need to pay for the time I have used, and I asked if they have storage, he stated no, but I could take it to the city of Wilcox they have storage at their u haul facility.. Due to it being in the opposite direction I needed to go,

I then asked him if I could get it up to the St George Ut area, due to having family in the area, if I could still return it with a partial refund, and just be charged for the drive to St George, he told me I could! So I pulled up my big girls pants, and started on my way.. Many things happen to my total end of my driving the truck, the passenger door where my 12 yr old was sitting wouldn't shut all the way, the tire warning light keep coming on, even though the tires were OK, up hills the truck wouldn't go over 30/40 mph, and couldn't go over 55 unless the motor sounding like it was going to blow, I had to have the emergency lights/blinker on the whole time. The true end to my driving was coming down a mountain with high grade decline with twists and turns..

And I had to call my family to drive 4 hrs and get me, I know a lot of people can deal with these issues, but fear is fear, and I could not overcome it, and it really breaks my heart that I couldn't, and having my son witness his strong independent mother broken kills me..

On Monday 8/15/16 I tried to call U haul customer service, and I was on hold for over 20 min, so I reached out to one of the local St George Ut dealers, I called ###-###-#### at 7:15 he told me That I could return it to his store, but for the refund, I would need to contact the customer service, or the location I picked it up at.

I called Don at [redacted] storage at 7:19, and told him everything, he asked isn't there pills I can take? ( Again Really? Now you want someone taking meds driving your trucks)

I called customer service back they gave me a phone number to a area mgr ###-###-####, I left a message and texted and still have not received a call back..

I even tried to call the ###-###-#### and it just went to Uhaul customer service.

At 7:35 I called customer service and asked for a manager, waited on hold for over 20 minutes, as I was sniffling and upset the customer service asked if there was something she could help with, I told her the entire issue. as I told her I know it's my issues that stopped me from driving, but as per the mgr I talked to on the 13th, just charge me for the drive from Safford Az to St George Ut, and I would understand fees for ending it early..

She told me to hold and she would see what she could do..

When she came back on she stated she had it authorized to return the Uhaul with no fees, and I asked about the refund? She stated she put in a incident # 1188726

And to call back in 3 days, I asked are they going to put it thru? She stated if they don't keep going up.. So as per instructions I made sure the truck was full of gas and returned it to Tj's rentals in St George, and it needed to be returned that day.. So I did, with in the hour it was at Tj's..

I told James Rimer at Tj's all the issues, and he told me "they should have given you a newer truck" I told him Don at M&m said it was a new truck, James said not for that drive!!???

After I got to Alaska, I called the customer service and talked to Nathan, I gave him the incident # and wanted to know what was happening with the refund, he said the next day the claim was canceled, and denied, because I returned the truck?? (As instructed to do). And it wasn't the location I picked it up from, I tried to tell him I talked to the mgr on the 13th, and I was basically called a liar!!

I asked for a mgr, he told me the mgr over that area denied it so there is no one to talk to, I asked for a regional manager he said there is no one, I asked for corporate number, nope wouldn't give me that!

I let him know he needs to work on his customer service skills!

I called back on the 22nd and asked for the recordings of the conversations and the only one they didn't send me was the call from the mgr on the 13th

So let me break it down

12 day rental Safford Az to North Pole Ak truck and car transport with dolly and safe move insurance 4109.89

4 day rental Safford to St George truck and car transport dolly and safe move

750.00

So I lose over $3500? And all the stress, called a liar, and being told that I need medical help and medication for my fear!! and poor customer service to boot!

Big cost!!

September 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our East Bay Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a...

refund for the $50 Reservation Guarantee Fee was issued due to having to substitute a different size to fill the reservation along with an additional $50 refund in the interest of customer good faith.  Ms. [redacted] also mentioned Ms. [redacted] was given an extra day at no charge, which would normally be $29.95.  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

July 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $331.25 was issued back to the credit card listed on the contract on June 18,...

2015. 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