U-Haul International, Inc.

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 and sent her the following email in response:Ms. [redacted], Being that you are the customer with the...

boyfriend that stole the managers IPAD and the police report was made against the both of you I do not believe you are allowed back on premises. You may have the [redacted] police come with you as we are accepting the 50.00 as a settlement and you must remove your belongings no later than 09/30/2014. And you must leave your storage room free of any and all of your belongings. If you need to contact me my number is ###-###-#### [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

April 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental agreement.

[redacted], our President for our...

Western Oregon regional office, followed up on the information Ms. Timpson provided. He informed our office he sent the following email:

Dear Mrs. [redacted], I will be forwarding this note on to the Area Field Manager to inspect the equipement along with performing speedometer calibration test. I have issued a credit to your CC to cover the disputed miles. Thank you for your feed back and continued business. [redacted] U-Haul Co. of Oregon

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 Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message requesting a return call. Ms. [redacted] pulled the call from our Contact Center and relayed that our CSR stated to drop off at location would be an additional $90, not a total of $90. She also issued a refund for $71.56 for the difference in price of what Ms. [redacted] was charged and what our CSR quoted.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 7, 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. She informed our office she contacted Mr. [redacted] and discussed his concerns. She explained why we may run into unexpected equipment availability issues. Ms. [redacted] issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account on July 2nd. 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

April 15, 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 Nebraska regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] to address his concerns. He contacted U-Haul Credit Card Processing and was told all attempted charges were denied by Mr. [redacted]’s bank. There were no authorization numbers and the pending holds were deleted. Mr. [redacted] was also told Mr. [redacted]’s bank waived the NSF fees. He issued a refund for $50 back to Mr. [redacted]’s Visa account as an adjustment on the rental and should post on his next credit card statement. As we value Mr. [redacted] as a customer, we also sent him 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.

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

Uhaul wants me to file a police report on this item. I requested a contract with a signature from them per my local police department, yet they have not been able to respond. My local police department asked why they want me to file an Identity theft report on a rental that they can't prove exists. Without a rental agreement with a signature I am unable to provide the Identity theft report they request. So they are unwilling to help me to resolve this issue. Uhaul has a number of discrepancies on there that show I was not the one who rented the truck.  Examples include my Arizona drivers license has always had an expiration date of 2038, age 65, but their records show 2012. Arizona has all drivers expiration at age 65. Second the phone number does not match any number I have had.  Third example the record shows a local rental in Las Vegas , but the mileage was 428, which is way to high for an in town local tow.
So I can not proceed with their direction of filing a police report without a signature contract. So until Uhaul is able to provide that we can not move forward.

September 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis Regional Office, reviewed the recent comments from Mr. [redacted] and left a message for a return call in addition to sending him the following email in response:

Mr. [redacted], We do apologize for not being able to fufill your reservation for wiring at our store in Jackson, TN. We depend on customers like yourself and do regret We were not able to provide the service requested. I do hope you will give us another oportunity to serve you in the future and would encourage you to use the certificates mailed to your email address at that time. Sincerely, [redacted]

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

Thank you for your concern for our customer Ms. [redacted].[redacted] our GM of our U-Haul Moving and Storage at [redacted]., followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and advised her of a refund for the 26-foot truck rental in the...

amount of $88.36. The refund should post on her next Visa 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

The email I received on 12/4/2015 stated I should call any sales rep with an 800 number.  If she read my complaint, she would have seen I had been on this Merry -Go-Round about a dozen times.  I was expecting a phone call, an apology, and a kickback for the amount of trouble I have been through.  
I did try to call the 800 number to see if I could get a direct line to her, after waiting on the phone for 20 minutes, I was told she was off for today...no means to leave a message even.  The sales rep then had me hold another great while to try and connect me to someone else........same old story...

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. Although I'm still unhappy with how my situation was handled, I want to thank you for looking into the matter. In the future, I believe better communication between all parties would provide a much more friendlier and helpful experience.  In terms of my complaint, I will consider it resolved, but I hope to see changes in how your company handles customer issues in the future.Again, thank you for inquiring into my problem and addressing it forthright. 

Regards,

October 5, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted].   Leon W[redacted], our Area Field Manager for our North Indiana and South Cook County Regional Office, followed up on the information [redacted] provided and sent her the following email in response: [redacted], Sorry for the delay, had to find the fill. A chedk has been requested to be sent to you, and should be seen 10 days. Thank you for your business, look forward to help you again. Leon   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

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.Here is the response that I have sent Mr. [redacted] on 5/5/15:Mr. [redacted], thank you for your understanding. When I first ordered the equipment, I called the 1-800 # I told the lady in the phone that I was going to pickup in Clovis and drop off in Albuquerque. Then I called back and let them know that I was going to pickup in Artesia, because it was closer to lovington than Clovis and drop off in Albuquerque. I looked up on your website and it says destination is in Albuquerque. I will attach a screenshot. Then when we got to where our house is, we tried to drop it off in Rio Rancho, but when we got there the gentleman told us that we needed to drop off in Albuquerque or he would have to charge us a wrong drop off fee. Then we asked him if we could drop off at any of the places in Albuquerque, and the closest one was closed and he said that if they were closed then we could drop off and leave the keys and contract in the drop box and not get charged extra days.  The pickup date was 4/29 and the drop off was 5/2. So that's what we did. I understand and don't mind about the mileage and paying the overage, but I don't feel that I should have to pay for any extra days or a wrong drop off fee. I took all the advise that the other Uhaul reps were giving me. Thank you, [redacted]Further more, I have NOT received any response from but I did receive a refund in the amount of 122.00 to my bank account 5 days after it was emptied because of a lack of communication between all Uhaul representatives that I have spoken with.  With that being said, I am even MORE dissatisfied by not getting any phone call or email response from anyone at Uhaul Corp. since 5/5/15 (now it's 5/8/15).  I will stand by my complaint and never use this company again if this is what they stand by, not wanting to hear what their customers have to say or really hearing their complaints and doing what ever it takes to understand what the problem is.  I run my own business and if I treated my customers the same way, I would be put out of business very quickly.  I thank the Revdex.com for all of their support and help in this matter but Uhaul is going down in my book as a company that will leave you high and dry without any response as to why they want to over charge you and not be willing to work with you.Regards,

November 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers Mr. and Mrs. [redacted].To keep Mr. and Mrs. [redacted] as valued customers, a refund for $80 has been issued back to their [redacted] account for two days.  The refund should post on their next credit card statement.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

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, had previously followed up on the...

information Ms. [redacted] provided. She advised our office the truck Ms. [redacted] rented was on an In-Town contract, however, she took the truck one-way to North Dakota when the wheel hub seized up. Ms. [redacted] was offered to transload into another truck and pay for the rental from Missoula to Bismark or U-Haul could tow the truck for them and she could have her goods unloaded into storage. Ms. [redacted] explained they attempted to reverse the In-Town rental and charge her for the one-way rate but Ms. [redacted]’s credit card was declined. She also relayed that Ms. [redacted] is aware she has not paid anything to U-Haul for the move and that we will not be making any type of refund.

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 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].A refund for the extra rental period was issued back to Ms. [redacted]’s [redacted] account.  The refund for $60.94 should post on her next credit card statement....

 As we value Ms. [redacted] as a customer, we also 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,[redacted]Executive AssistantU-Haul International

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

[redacted], our GM of our U-Haul of [redacted] located in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he left a message...

requesting a callback to find out when she would like her U-Box delivered and what location. He hopes to hear from her soon.

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

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office that both him and our GM at our U-Haul Moving and Storage at [redacted] sent Ms....

[redacted] an email requesting she contact him back to discuss her concerns. Mr. [redacted] also followed up with a phone call to Ms. [redacted] on November 26th but her voice mail is not set up so he could not leave a message. He did, however, speak to Ms. [redacted] a week before she filed with your office and advised her he would issue her a VIP Certificate for the U-Box delivery, which had not yet been scheduled at the time of the phone call. He requested she contact him with the amount it would cost for the delivery fee. Mr. [redacted] mentioned he had not heard back, nor has our GM but hopes to soon if not already.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 10, 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 Eastern [redacted] regional...

office, followed up on the information Ms. [redacted] provided. She informed our office a refund for $16.95 was issued to Ms. [redacted] as requested along with an additional $50 as an adjustment. 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,

Executive Assistant

U-Haul International

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.

[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted]...

provided. Ms. [redacted] spoke to Ms. [redacted] and was advised her concerns had been resolved but was not happy with the length of time it took to resolve and the phone calls she had to make. As we value Ms. [redacted] and Mr. Paul as customers, Ms. [redacted] sent them 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.

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

Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Ms. [redacted]’s recent comments from your office. He advised our office he did speak to Ms. [redacted] and discussed her concerns. Mr. [redacted] is sending her a VIP Certificate for $175 to use to pay for the delivery of her U-Box and she will call our U-Haul Center to schedule the delivery.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