U-Haul International, Inc.

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 do not approve of this resolution because there are false statements within the report.  First, my father was never advised to put a lock on the box.  Second, he did NOT put a lock on the box.  Therefore, when the box arrived 5 days late with a lock on it, there were no records of where the lock had come from. The lock had clearly been put on the box from U-haul, given that "Uhaul" was printed on the lock.  Second, the card that I provided was not declined.  I have never had issues with my debit card, and used my card daily during this time of it being so called 'declined.'  There was no attempt to reach me via phone or email to tell me about issues on the card.  Furthermore, I requested that the charge be put on my credit card, and for the company to please call me on June 4 (the date that the charges would be placed, according to my contract).  Not only did I receive no phone calls or emails, but I was not even able to get answers as to where my U-Box was, or when my charges would go through (On June 9th).  My contract states that I would have GUARANTEED arrival by June 9th, in Tallahassee, FL.  This is my main point of frustration.  My contract clearly states that this business would preform their service by a guaranteed date, and they did not.  Therefore, I do not believe that I should pay them the entire balance.  If a consumer pays a service provider money to do a job, then the job must be performed as contracted.  U-Haul did not perform their contracted job and therefore should not expect to be paid the entire amount.  It is unprofessional and irresponsible.  

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 was offered a refund of 70 dollars which was fine. Upon reviewing my complaint I also requested 50 dollars off a future rental. I would like this as well. 

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.[redacted] Of course they would go with the Insurance company not paying for their responsibilities!!  I agreed to pay for any damage of their equipment if I returned it damaged and they do not claim responsiblility for their trailer causing damage to my truck tail gate.Regards

I have requested and still not received anything in writing DIRECTLY from UHAUL stating I have no liability. Though I appreciate their response to your involvement , as advised by the attorney I needed to contact for this situation, I again request something in writing, sent to me, either via email or USPS.

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.

[redacted] <[redacted]>Sep 25to [redacted] Not at all I filled that truck up before I could leave that's not counting the gas for the trip. I don't want the voucher because I will not be using Uhaul again anytime soon. The horn was not working and we rented another truck before I received the voucher and it was so bad it wouldn't start and the roadside had to come out to get it going. This truck was worst than the other and there was nothing at the back of the truck heavy. Also the guy that worked there stated the steering was bad and why he didn't do a report I don't know we told all the personnel there about it and the guy that drove it to take the trailer off made the statement to me before I could say anything to him.  Further more that wasn't the first time I've driven that size truck on the highway. I have driven that size truck a few times and never was it like this. When I spoke to you last time you said someone from corporate would call and that never happened. 

Unsatisfied customer.[redacted] <[redacted]>Sep 25 to [redacted] I only received one phone call from you on yesterday and you left a message.

I don't have any messages from anyone at Uhaul and this is my response to one email. I believe they are hoping the time runs out because they don't want to compensate me at all. I would like at l[redacted] half of my money back not a $50.00 voucher that I will never use.

Regards,

January 28, 2015

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

Thank you again for your continued concern for our customers Mr. and Mrs. [redacted].

[redacted], our Executive Assistant for our Central North Carolina Regional Office, advised our office they have found no evidence supporting Mr. and Mrs. [redacted]’s claim. Mr. [redacted] mentioned that several inconsistencies in the version of events have been brought to his attention. Mr. or Mrs. [redacted] claimed to have attempted to submit their existing paperwork to the military for reimbursement, knowing that a weight ticket was needed and have run into a block in having their reimbursement approved. It makes no sense for them to come to us at this time to obtain a weight ticket that they state was initially promised to them. Mr. [redacted] withheld from Mr. [redacted] that he was no present for the initial contract as he was deployed. The contract was handled by his wife. This information does not match the number of details explained to Mr. [redacted] previously. Our U-Haul Center staff advised Mr. [redacted] that Mr. or Mrs. [redacted] relayed a female employee promised a weight ticket would be obtained, however, they told Mr. [redacted] that a male employee promised the weight ticket. After a careful research of the information and the fact that much of the details are contradictory, combined with lack of any evidence to support their claim, we have reached the decision to decline any form of reimbursement to Mr. and Mrs. [redacted].

Thank you for bringing this matter to our attention and for your continued support.

Sincerely,

Executive Assistant

U-Haul International

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Seattle regional office, reviewed the information Mr. [redacted] recently provided. She informed our office Mr. [redacted] responded to her email and she sent him the following email in response:

[redacted], When a customer comes in to pick up a truck we do pull the truck for the customer and at that time we leave the keys in the truck when the customer comes back in to complete the contract as to let the truck warm up in the winter or cool down in the summer.We do not leave the keys in the truck at all times only when we have a customer that is going to be leaving with the truck. This has not been problematic as there is always some one inside or on site when the truck is running and there are cameras that allow us to review if it was a situation where a stranger did steal the equipment. In this case, because you are a valued customer we tried to contact you right away after you had left with the truck but the number you provided us with belonged to your mother which made it very difficult to reach you and rectify the situation. I do appreciate your concern and thank you for bringing this to our attention and in the future we will make sure that all of our customer service reps relay information to the customer that there is more to the contract to be completed before they leave with the equipment.

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

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.  Since filing the complaint, I have received my refund.

Regards,[redacted]

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.

This complaint is not fixed yet. I did not receive any refund till now. Please do the needful.

 

Regards,

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,

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Muskegon, reviewed the information Mr. [redacted] recently relayed with our regional office. Mr. [redacted] and his staff followed proper check in procedures when Mr. [redacted] dropped his truck off after hours. Please be advised our decision in the matter remains the same. The refund for the $30 fueling service fee was refunded in the interest of customer good faith and no further refunds will 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

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 still not happy or satisfied with U-Haul Corp at all!  The reply from U-Haul did not address my other issue in my complaint.I have attached my bank statement that shows today's date of September 29, 2014, as anyone reading the statement can clearly see, the $88.11 is still showing as a pending charge for the authorized date of August 16, 2014.  This issue has yet to be resolved. I have also attached a letter and the bank statement I faxed over to their credit department on September 2, 2014.  Even after doing this per the request of U-Haul, I never got a phone call or any communication from this department.I have called several times regarding this and still no release.  I have given U-Haul all the information the bank needs for them to send over the release to release the hold on my account.  I have called my bank several times also and they say they have not gotten a release from U-Haul to take the hold of $88.11 off my account and release my funds that has been held by U-Haul for over 44 days now.  My bank also informed me that the hold/authorization has been placed on my account until October 15, 2014.  This is ridiculous!I have wasted several hours calling, emailing and filing a complaint and still nothing!  The person that replied to this complaint did not do a through job in reading the complaint and addressing all the issues with the complaint.I did receive an email from Steven Ivery on September 3, 2014 stating what the person stated in this reply to my complaint.  However, he nor has any other representative from U-Haul address the other issue in my complaint both to the Revdex.com or U-Haul directly regarding the hold on my account that still is present.

Regards,[redacted]

June 12, 2014

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 at Chapel...

Hill Blvd, followed up on the information Mr. [redacted] provided. She informed our office, due to the fact the moving company Mr. [redacted] hired was not able to tow the U-Box to his residence, Ms. [redacted] had the U-Box delivered and then picked up from his residence at no charge. The fee collected was for the shipping of the U-Box only. Our office was also advised that the moving company Mr. [redacted] hired is no longer active on MovingHelp.com due to their lack of customer service toward our U-Haul customer’s.

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

December 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at [redacted]...

[redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and she advised Mr. [redacted] she would be making a payment on her storage shortly.

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

December 16, 2013

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]...

[redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining, in addition to the $50 refund issued previously to his [redacted] account ending in [redacted], she issued a refund for $39.46 back to his [redacted] account ending in [redacted], which is the remainder of his rental charges. The refund should post on Mr. [redacted]’ next credit card statement. Ms. Rodgers also offered her apology for the inconvenience he experienced.

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

March 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted]   Carolyn J[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Mr. [redacted], I have attempted to contact you by phone. Please call me at [redacted] to discuss your letter to Revdex.com. Carolyn J[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 P[redacted] Executive Assistant U-Haul International

August 30, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for forwarding Ms. [redacted]’ additional comments to our office.   I’m sorry we were not able to help her any further as far as obtaining additional information to search for a call.    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

March 12, 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 Los Angeles West regional...

office, followed up on the information Mr. [redacted] provided. She advised our office our GM of our U-Haul Center spoke to Mr. [redacted] and informed him they would discuss a resolution when the U-Box arrives, which should be the beginning of next week.

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 review** the response made by the business in reference to complaint ID [redacted], and have determin** that this propos** action would not resolve my complaint.  For your reference, details of the offer I review** appear below.

Regards,

Today May 20th I was bill** 5 separate charges each charge was $375.95 totaling $1879.75 on top of the charges bill** to my card back on May 7th. I called the uhaul customer serivice and the local uhaul dealer, both deni** any charges made to my account for that amount. Yet my bank statements shows 5 charges from uhaul. [redacted] is not only a liar but a delusional person making assumptions and accusing he can not back up. I want him to explain to me when and where did uhaul employees ever state that we as customers are not allowed to fill up a uhaul truck fully with household goods? He should also explain to me why it is they offer car towing services, car trailers that latch onto the back of a truck that is fully load** with household goods adding another 10,000 lbs at least. We did not tow a car, the truck was fill** with household items that is what the trucks are made for. The local mechanic [redacted] in Laramie Wyoming is a uhaul employee that stat** to us, the transmission had motor oil in it. THE WRONG KIND OF OIL WAS US**. Uhaul ne**s to refund back $1879.75, plus 4 nights of staying in a hotel, $180 for movers we had to hire, and 4 nights of hotel costs. The newest charges of $375.95x5 totaling $1879.95 uhaul can NOT even explain to me what these charges were for.

First off. Independent or not they have your companies name listed on their business so they represent you. Secondly I was not only verbally assaulted I was threatened as well. This is not something that I will take their word at that they "did corrective action". The charges are not valid as this is by far the worst experience I have ever had with uhaul. It has been nothing but problems. Your company has closed the claim on me without so much as a phone call and none of your "area marketing managers" have even returned any of my 8 phone calls. I will not be paying you any more money for the abysmal service I experienced, nor for the way I was treated. I will simple contact local areas and social media to share my story since it seems you don't value your customers much at all.