U-Haul International, Inc.

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted]...

regional office, followed up on the information [redacted] provided. He informed our office he sent [redacted] a check for $84.50, which she should receive in the next 10 business days.

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,

Thank you for your concern for our customer Mr. **.[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. ** provided. She informed our office she left a message for the last three days requesting a call back in order to personally discuss Mr....

**’s concerns. She relayed she had not heard back but can be reached at ###-###-####.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, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

A Claims Manager with [redacted] advised our office the debt for damage to our U-Haul trailer while in [redacted]’s possession was written off in the interest of customer good faith. Please be advised, however, she will remain on our E-Alert system.

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

April 4, 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 Coastal South Carolina regional office, followed up on the...

information Ms. [redacted] provided. He informed our office, in addition to the refund for the $50 Reservation Guaran[redacted] Fee issued to her [redacted] account on March 28th, a supplemental refund for $80 was issued as an adjustment on her rental back to the same [redacted] account today. Both credits totaling $130 should post on Ms. [redacted]’s 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

October 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], or Executive Assistant for our Western Michigan Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office...

the videotapes were viewed as Ms. [redacted] requested and at no time did they witness anything inappropriate by our GM at our U-Haul Center.  He did not scream or yell and did not appear out of control.  Mr. [redacted] relayed, as for as the lot being crowded, he stated it was a Monday morning and there is normally a large amount of equipment dropped off from the weekend.  Mr. [redacted] asked his apology to be relayed to Ms. [redacted].  He also mentioned the video showed Ms. [redacted] remained in the store and not outside.  She did go out and came back in a couple of times.  Our GM contacted Ms. [redacted] by phone to apologize for any misunderstanding when the issue was initially addressed.  According to our records, when the equipment was rented, there was no damage.  However, in the interest of customer good faith, Mr. [redacted] stated he will issue a refund for the disputed amount of $150.  The refund should post on her next [redacted] Card 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

March 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Brooklyn, Queens, Staten Island regional office, reviewed the recent information Ms. [redacted] provided. She informed our office a message was left for Ms. [redacted] advising her our decision in the matter remains the same, however, they did increase the value of the VIP Certificate from $50 to $100 and did send it to her email address today.

Please note there is no way Ms. [redacted] could have made a reservation and shipped items without first making a reservation for a U-Box and paying for it. The system does not allow a customer to move to the next screen unless they select a choice of U-Box. Ms. [redacted] also relayed that when Ms. [redacted] received her receipt via email, she never opened it.

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

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our East Bay Regional...

Office located in Oakland, CA, followed up on the information Dr. [redacted] provided. He informed our office he spoke to Dr. [redacted] and was able to reach an amicable resolution. A refund for $143.35 was issued as an adjustment on his move back to his [redacted] 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,

Executive Assistant

U-Haul International

Thank you for your concern for our customer Ms. [redacted].[redacted] Fowler, our GM for our U-Haul Moving and Storage of [redacted] at [redacted]., followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was a walk-in at his location and had no idea she had a...

previous reservation. Mr. [redacted] asked Ms. [redacted] to cancel her reservation to avoid a no-show fee. Unfortunately the only truck available was for a 4-hour rental. This was clearly explained to Ms. [redacted] and she agreed by signing the contract she would have the truck back by 2:30 pm. If the truck was returned late, she was advised there would be an additional charge due to the fact we had another family with a reservation after her rental. Upon Ms. [redacted]’s return a few minutes after 4:00 pm, Mr. [redacted] relayed they had three customers in the showroom. Ms. [redacted] was acknowledged when she entered and told by our Assistant GM, [redacted], that she would be right with her. Within a minute she was assisted with her truck check-in. Ms. [redacted] asked if she had any issues with the truck and Ms. [redacted] replied she did not. Mr. [redacted] assured our office the truck in question was up to date on maintenance. Ms. [redacted] and Ms. [redacted] both returned to the showroom from outside and Ms. [redacted] was advised Mr. [redacted] would be the one to close out her contract since she paid her rental with cash and Mr. [redacted] had the only cash drawer open at that time. Mr. [redacted] finished with his other customer and then closed out Ms. [redacted]’s rental contract. Since her rental went into a 2nd rental period, she was charged another rental fee for both the truck and Safemove Protection. Mr. [redacted] stated Ms. [redacted] was never ignored or treated unfairly. The only time she was asked to wait for assistance was because our Assistant GM did not have a cash drawer open to complete a cash transaction and she was thanked for her patience of having a slight wait. He also relayed he felt they did everything on their end to help Ms. [redacted] and Ms. [redacted] did not honor the contract by returning the truck late.As we value Ms. [redacted] as a customer, I have taken the liberty of emailing 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 Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and issued him a full refund. She also offered to give him a...

free rental, however Mr. [redacted] relayed he had already completed his move.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

U-Haul Moving & Storage at Bruckner & 138th St

780 E 138th St, Bronx, NY 10454

I had a terrible experience doing business in this location. I placed an order online to reserve a 15 feet truck and pick it up on Lexington Avenue and 102 Street in Manhattan. The Uhaul system changed it saying 24hrs after stating no vehicle is available in that location but instead moved my pickup to 138th Street. I called 138th Street and spoke to one of their Associates. I told them I need to cancel because I cannot go to the Bronx to pick it up. I told her I could get a truck if it's larger than 15 feet. I asked her if they have a 20 Feet truck instead of 15 feet. She said yes. I asked her to go back and check to make sure the vehicle is physically parked at their location and that it is locked in with my name to avoid someone else taking it. She left, spent five minutes and came back over the phone to confirm all is fine. I told her to prove again because I will not be happy if I leave my in Manhattan to pick up a trunk in the Bronx and find out it is not available. She confirmed yes. I told her to give me 15 minutes. I took a cab and headed to the location. Upon arrival, an associate started the process to give me the truck. She had issues doing it in the system and called another associate. The other associate told me that truck is being transferred to another store because of another customer books it. I told them, that cannot be the case.

The bottom line is that they made me spend over $40 in taxi fees to and from their location, wasted over 1hr in travel time and left with no truck. Nobody in the store said a word after all of this. I called customer service while in the store, but they were unable to do anything. This is bad business. I expected much more from uhaul

[redacted] Insurance finally got in touch with me in regards to my claim and after a month of them investigating my claim for water damage to my furniture it was denied due to the fact that the insurance coverage does not reimburse claims for water damage. So because there was a leak in my Uhual truck my furniture was damaged and insurance will not cover it. In this case Uhaul should reimburse me for the damages to my furniture as I paid for a properly functioning truck to move my furniture and was not expecting it to be ruined by water damage.

September 8, 2016   Revdex.com...

ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. R[redacted].   Jamie L**, our President for our Northern Chicago Regional Office, followed up on the information Mr. R[redacted] provided and sent him the following email in response: Mr. R[redacted]- I apologize for the customer service issues you ran into during your rental experience.  I have refunded the difference of the rental you were quoted for the $66 you are requesting.  Once again I apologize for your lack of execution to serve you better.   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

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], a Senior Customer Service Agent, reviewed Ms. [redacted]’s concerns and sent her the following email on October 28th:Hello, This is in regards to file [redacted] about an issue with your refunds. First of all I would like to apologize for any inconvenience you may have experienced. After having done some research, I do see that there has been two separate $50 refunds submitted to the cards on file. One was issued on 8/1/2015 to the card ending in ([redacted]) and another was issued on 8/4/2015 to the card ending in ([redacted]). Please check with your card companies in regards to these refunds. Usually their customer service numbers are on the back of the card. If you have any other questions or concerns please contact our customer service line at ###-###-####. Thank you for choosing U-Haul.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

October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided and informed our office she has been in touch...

with Ms. [redacted]. Ms. [redacted] will be going into a U-Haul location to confirm if the hitch is in fact the wrong one for her vehicle and if so, the cost will be refunded. 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].[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 advised him of a refund for $361 as an adjustment on his...

rental. The refund was issued to his Visa account and 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,[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 was treated extremely poorly by the Western New York U-Haul office and spoken to as if I did something wrong. My car was sitting at the shop for 2 weeks waiting for U-Haul to respond, so I had to involve my own car insurance to pay for the remainder of the repair. I had to pay the $500 deductible and am waiting for my insurance to reclaim the funds from U-Haul[redacted] After the damage from the incorrect hitch install was complete, the body shop informed me they could not re-attach the hitch because it was the wrong model for my car. I was directed by my insurance to contact U-Haul so I did, and was told to have the hitch checked at the 'nearest' location (which was a 40 min round trip for me). The U-Haul location stated it was the correct hitch and I was reprimanded by U-Haul as if I made up the story (even though I have a statement from the body shop). I asked if they would then install it correctly this time and was informed that was against their policy and the only thing I can do is scrap the hitch or hire an attorney. Therefore, I called my insurance adjuster and pleaded with him, who then put me in touch with the body shop manager, who agreed to install the hitch correctly free of charge. After the body shop installed the hitch, it is very clear U-Haul did it incorrectly as they never made the necessary cut under my bumper. 

In order to get any type of apology or validation from U-Haul I had to email the CEO directly. He returned my email the next day and made his employees behave appropriately and offer a resolution. Of course, I took care of the hitch re-install myself but still have the issue of the insurance claim.   

Regards,

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.[redacted], our Traffic Manager for our [redacted] and [redacted] Regional Office,...

followed up on the information Ms. [redacted] provided. He contacted Ms. [redacted] and was able to reach an amicable resolution. Our customer will be responsible for the rental and all other charges will be removed.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 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

RepWest Insurance Company advised our office that payment for Ms....

[redacted]’s claim was made regarding her damages.

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 28, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Allen L[redacted], our President for our Maryland Regional Office, followed up on the information Ms. [redacted] provided.  He assured our office the Promissory Note has since been canceled and her name and personal information has not been compromised.  He asked I relay his personal apology for the mix up and assure Ms. [redacted] she was not charged any extra fees.    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