U-Haul International, Inc.

December 27, 2013

Revdex.com #: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western MA and VT regional...

office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and discussed her concerns. She asked Ms. [redacted] to send her a list of broken items and she would follow up with our Area Field Manager as well as our U-Haul Dealer in order to offer an appropriate 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

July 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed Mr. [redacted] agreed to the adjustment issued on June 30th back to his [redacted] account and in fact stated he felt it was a fair resolution. The truck in question has never had a service call placed including when Mr. [redacted] rented the truck. The refund issued for $467.20 should post on Mr. [redacted]’s next credit card statement if not already. No further refund or adjustment will be issued.

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 20, 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 [redacted] regional...

office, followed up on the information Mr. [redacted] provided. He informed our office that the contract and the the dispatch tag that were both signed at time of rental shows the fuel level was at 3/8 of a tank. The truck was returned with 1/8 of a tank. In the interest of customer good faith, a refund for the $30 service fee to refuel the truck was refunded along with $25 for the VIP Certificate. The refund should post on Mr. [redacted]’s next credit card statement. No further refunds will be issued.

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 15, 2016

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Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customer [redacted].  Please be advised the name listed on the rental agreement is [redacted].
 
Vernon Ro[redacted], our Executive Assistant for our Northern Virginia Regional office, followed up on the information Ms. [redacted] provided.  He informed our office a refund for the disputed amount will be issued as Ms. [redacted] requested. 
 
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
Tell us why here...

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.1) The second box WAS lost by the Rockledge location because when I arrived to pick it up on July 24th the location manager DID NOT KNOW WHERE IT WAS, and the system said that it should be located in Rockledge.  The general manager was able to track down the box after discovering the mistakes of the Xtra Attic UHaul location and his own logistical mistakes. The box was not found again until July 29th, after [redacted] (Rockledge location manager) took days track it down.  2) I consistently left messages with multiple people in [redacted]'s office. I was never transferred to a voicemail, rather I was made to trust the person on the other end to relay the message. Although I had been contacted after my calls in early August, the calls in late August were to inform [redacted] that we have been AGAIN charged for storage even after we have picked up all of our property from UHaul.  I have still have not been contacted by [redacted] concerning this matter.3) The number [redacted] gave me for [redacted] Insurance company was the INCORRECT phone number.  I had to track down [redacted] phone number myself and call to inquire about our claim.  I have also left messages with [redacted] and STILL have not received any calls back from that company. 4) [redacted] added the $200 dollar reimbursement before the issue had been completely resolved. I told her that my priority was to take further steps into finding out how we will be compensated by [redacted] before we completed our business concerning the gross incompetence we have seen by Uhaul.5) I have also requested to speak with [redacted]'s boss by leaving messages with his office, but again have not received a call back from him. I was told his name is Cal and he works in the same office as [redacted].  For a company who decorates themselves as being supportive of United States military, two very busy active-duty customers have not been shown much respect by Uhaul in this transaction.

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. She explained Ms. [redacted] contacted us to report an issue with the U-Haul truck when she was unloading her...

truck at her destination after driving over 3,200 kilometers. Ms. [redacted] was given a rate discount to drop the truck in [redacted], which saved her over $1,000. The truck she rented was inspected and found no repairs needed. However, in the interest of customer good faith, Ms. [redacted] agreed to waive the wrong destination charge. Our Collections Department will cancel the Promissory Note.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.

Thank you for the response.  I did receive the $50.00 credit back to my bank account as promised by the customer service manager that I spoke with.  The $50.00 UHAUL gift certificate does not help me in that the move has already occured.  I discussed this with Amy during my phone call with her as she offered the $50.00 gift card for UHAUL.  When I told her that this would not work- she mentioned that she would put in a formal complaint and would ask that a manager credit the additional $50 back to my bank account as well.  Given the experience with spending multiple hours on the phone, the disconnect between being told that a formal complaint has been entered and I would receive a call from a manager- several times and never once received a phone call.  The overall experience and cost of gas in driving back and forth in finding a truck given the logistical challenges eventhough the reservation was made in plenty of time.  Also, the fact that the delay created additional time that help would be needed since we did not get the truck until the afternoon and had moving help scheduled for the morning.  Given the total experience- no follow up, rudeness of associates, hours on the phone, inconvenience in driving to multiple locations to get a truck- I would like to be reimbursed greater than $100 and not in the form of a $50 UHAUL gift card since this does not help me since the move has already occured and is not what I was promised.

Regards,

August 25, 2015
Revdex.com ID# [redacted]
U-Haul Ref#: [redacted]
Thank you for forwarding Mrs. [redacted] concerns to our attention.
[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on...

the information Mrs. [redacted] provided and sent her the following in response:
Dear [redacted],
I would like to thank you for bringing your situation to our attention.
It is always U-Haul’s intention to offer the best product and service. We do, however, have customers who are not satisfied with our services. We have carefully reviewed your transaction. The Glenshaw location did have signed authorization to collect the charges due, in the form of a signed rental agreement in your name. The equipment was returned after hours on 07/22/15 and final total charges were calculated upon opening of business the following morning. A promissory note was created to settle the unpaid balance and payment was finally collected on 08/04/15 as authorized and agreed to per the rental agreement. Your charges appear to be correct based on fuel levels and mileage at dispatch and return. There is a 30.00 fee associated with the promissory note that I have credited back to your account as a gesture of good will. We do, as a company, stand by our people and service.
Sincerely,

U-Haul Co. of Pittsburgh
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 7, 2016   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 honored the $50 Reservation Guarantee Fee and issued the refund back to Mr. [redacted]s Discover credit card 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, Maria P[redacted] Executive Assistant U-Haul International

June 17, 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 Raleigh regional office, reviewed the information Mr. [redacted] recently provided. She advised our office she was at our U-Haul Center when Mr. [redacted] was calling. They were extremely busy and assured our office our GM, [redacted], was never rude to Mr. [redacted]. Ms. [redacted] apologized for delays and did get Mr. [redacted]’s U-Box delivered to him at no charge. Ms. [redacted] explained they did the best they could under the circumstances and also relayed that 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

To whom it may concern:The Revdex.com has closed my complaint and I am unable to respond on the website and I did not want to open another complaint.  However, my issue is still unresolved.  The store manager from the UHaul company, Jerome T[redacted], called me following my complaint with the Revdex.com.  He stated that if I filed a police report I could email him a copy and that he would take care of removing my husband, Marcus [redacted], from the collections list. I sent him the police report on 6/18/16.  Jerome gave me his cell phone number and asked me to text him when I sent the email, which I promptly did. I left for vacation (which is why I did not follow up with the Revdex.com) and contacted UHaul early last week to double check that this matter was resolved.  I contacted the billing department and was informed that they had no record of a police report being filed.  They then told me that I had to fax a copy of the police report to Billing and that they would take care of it.  The representative said that they would contact Jerome T[redacted] and that he would call me and explain what was going on.  I have not heard from Jerome T[redacted] and it has been over a week.I am simply trying to get my husband removed from a collections notice because we did not rent this truck.  I am hoping that someone with Revdex.com can help me since UHaul seems incapable of doing this.  I have now been trying to handle this since I received the initial collections notice on 5/26/16 and it has still not been resolved.  Please help me.Sincerely,[redacted]

February 25, 2015

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 Knoxville Regional Office, reviewed the information Mr. [redacted] provided. She explained that she has spoken to the receiving U-Haul location to check the status of the truck Mr. [redacted] rented and as of today, the truck continues to be rented without incident and no repairs have been needed. A refund for $72.87 was already issued in good faith and we need to consider that Mr. [redacted] did in fact complete his move. Please be advised that no further refund or adjustment 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 am no longer interested in corresponding with this company. I have cut my losses and moved on with a new company. The more I thought about it, I do not wish to do business with a company who blames the customer for the companies mistake.

March 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s recent comments to our office for another review.

I apologize to Mr. [redacted] for any confusion my response of March 3rd may have caused. Our Storage Manager for our Western Arizona Regional Office informed our office that once a storage unit has been moved out, we can not get a zero balance invoice. This is why our GM zeroed it out on the receipt that was sent to Mr. [redacted] and initialed it. The receipt can serve as confirmation that he has a zero balance on the storage account.

Thank you for your continued support and 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.The delivery date on my account is STILL wrong (June 19th instead of June 18th as was originally guaranteed). The moving help is still booked for 18th.Screenshot is attached.I've sent 2 messages to location manager about the issue, and he never came back to me.Yesterday I was billed for shipping of the U-Boxes by U-Haul ($2481.00) AND the billing confirmation message AGAIN mentions 19th as the delivery date.I.e. I do not see ANY action on the U-Haul's part to restore the original delivery date of June 18th apart from being told "it will be there". Until I see the delivery date changed, I can't consider the issue to be resolved.Here's the  recent message verbatim:-----[redacted], We thought you'd like to know that your U-Box container(s) have shipped and are on the way. Your expected arrival date at our destination warehouse in Austin, TX is Friday, June 19, 2015. Before your U-Box container(s) arrive at our facility, someone from U-Haul will contact you to schedule you to make arrangements for your loaded box(es)." Additionally, we have set-up a free resource page just for you at myuhaul.com, which provides helpful information on your move. Thank you for choosing U-Haul.

-----

I understand that we dropped the trailer off at a different destination.  I am not disputing that.  However, when I spoke to the representative on the phone, before we had ever left, and within 2 hours of picking up the trailer, she said "We would be charged a difference in rate, if there was any."  She did not tell me I was guaranteed to pay a Wrong Destination Fee.  That is what it is labeled and charged as: "Wrong Destination Fee".  Not a "possible" rate difference.  Again, if they had told me I was guaranteed to pay fee, I would have taken the trailer back and re-rented it with the correct destination.  I believe the $37 fee is inflated as well, because when I ran a two quotes online from the same exact pick up point to my two different possible destinations, the rate I was quoted was only $1.20 different.

[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]. I was in fact able to speak with [redacted] by phone that day (I had missed his call initially as I was in an appointment) and we received a $500 credit. Thanks for your help in this matter.

November 20, 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 Fargo Regional Office, followed up on the information Mr....

[redacted] provided and sent him the following email in response:Good Morning Mr. [redacted],Our apologies for the inconvenience you incurred with your recent move in Grand Forks, Rsv# [redacted].After review, it was noted that from the time you made your reservation, to the time you wanted to pick up your equipment, there was not much time to meet your specific demands.We were pleased however, that we were able to provide you with the next size larger moving van, at no additional charge, and that it was located just blocks from your preferred location.We were also pleased to note that [redacted], in Traffic, allowed you additional miles and additional days, without charge, because of your inconvenience.You are correct however, when you wrote that we did not fulfill your reservation requirements.And for that, we are happy to issue you the $50.00 Reservation Guarantee.We are sorry that this was not completed on the day of your rental.Please watch for our payment to your credit card. However, this may not show for 7-10 days.Sincerely,[redacted], Executive Assistant

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

August 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] Regional Office spoke to [redacted] on 8/8. [redacted] has refunded the requested amount of $299.83 to two...

different [redacted] Cards. ( $16.81 to the card ending in [redacted] and $283.02 to the card ending in[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 President for our North East Dallas Regional Office, followed up on the information Ms. [redacted] provided. Ms. [redacted] was charged $99.54 for the rental. A refund...

for the 16 miles she states she did not use has been refunded in the amount of $16 back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement. Mr. Rowland relayed no other refunds are 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,

Executive Assistant

U-Haul International