U-Haul International, Inc.

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. He informed our office he left a message for Mr. and Mrs. [redacted] requesting a return...

call and also issued a refund for $113 back to their [redacted] account. The refund 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,[redacted]Executive AssistantU-Haul International

September 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our South Philadelphia Regional Office, reviewed Mr. [redacted]’s recent comments to your office.  He mentioned his office was under the impression Mr. [redacted] had rented from U-Haul, therefore, they offered a refund for the $50 Reservation Guarantee Fee.  They asked that I relay their apology for their error and added, as we do value Mr. [redacted] as a customer, a $50 VIP Certificate was sent to him by email that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Please be advised a refund for the difference in costs from a competitor will not be issued.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.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

June 9, 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 Western New York regional office, followed up on the...

information and sent her the following email in response:Good Morning Ms. [redacted], I am writing in regards to the recent Revdex.com letter we received. I do apologize that the truck we had reserved for you became unavailable, it appears the previous customer did return on time as they promised to. I have issued a $50.00 check that will be mailed to the address you provided us and the Revdex.com. This is considered the $50.00 reservation guarantee which we issue when we schedule and guarantee you a truck at a specific location and that becomes unavailable. I do apologize for the inconveniences this caused you and your family. Thank you, [redacted] Executive Assistant U-Haul of Western New York
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,

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.

I have attached a few paragraphs of continuing issues. I would still like a complete refund; preferably for the full amount of shipping, plus reimbursement for our broken items and missing ratchet straps. I e-mailed [redacted] the inventory of broken and damaged items.

Regards,

February 19, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate Ms. [redacted] originally filed a Customer Action Form...

with Customer Service on October 5, 2013 regarding her rental that took place on September 28, 2013. A message was left for her on October 8th requesting a return call. We have documented on November 4th that Ms. [redacted] has not been able to call back due to a hospital issue. Ms. [redacted] mentioned she has spent six months trying to reach our Field Manager, however, her rental was not even quite 5 months ago. [redacted], our Area Field Manager for our Iowa regional office, confirmed there were no needed repairs to the truck surrounding Ms. [redacted]’s rental, nor did we find any breakdown calls. He issued a refund for $200 due to the missing dolly and for the dirty truck she was given. The refund was issued back to her Visa account and 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

June 29, 2015

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 left a message for Mr. [redacted] to call her back but has not received a return call. She would like to advise him of a refund for the rental fee as well as the $50 Reservation Guarantee Fee. She hopes to hear back from him 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,

Executive Assistant

U-Haul International

December 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our U-Haul Company of Chicago South and SW Suburbs, reviewed the information Mr. [redacted] provided. He advised our office there is a lot involved in emailing the recorded conversation. He listened to the conversation himself and assured me Mr. [redacted] was quoted both in-town and one-way rates. At one point we did agree to match a rate but Mr. [redacted] was requesting an additional discount. We never told Mr. [redacted] he could pay for a one-way move when he reached his destination. Mr. [redacted] believes Mr. [redacted] may have gotten information on the rentals mixed up due to the fact he was given information for both an in-town and one-way move. Mr. [redacted] could not stress enough that Mr. [redacted] was given correct information.

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

October 31, 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 New Hampshire and Maine Regional Office, reviewed Mr. [redacted]’s recent comments to your office and sent him another email in response:

Dear Mr. [redacted], My name is [redacted] and I am responding to your rebuttal letter to the Revdex.com. I have refunded your credit card for the hitch installation, for a total of $308.85. You may have already received an email receipt showing the refund. Thank you for allowing us the opportunity to work with you. I sincerely apologize that this experience has left you not wanting to use our organization in the future. Please keep the VIP certificate, you may need a propane tank or two filled in the future. Thank you, [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

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]

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 truck was returned the gas was half way the truck lights on dash board was all lighting up and the steering it was hard to stay in the right side of the highway and I told him to take out my account one time  and the contract is not in my name and they was lighting up when we got it they need to put that truck in the junk yard before it kills some one I need my money back that was not authorized I had to give [redacted] the reservation number  and she said it was in my name and I told her I was looking at the contract and its not in my name and I faxed to the Revdex.com Thank you  Mrs. [redacted]

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.The company did in fact put the 170 in my account. And I appreciate that. But I responded to this email already and told them that 170 was not enough. I spent SO much money over a $12 lock. It's ridiculous. I gave the amounts I expected, if you do not want to give the money I spent in gas that part is at least understandable because you cannot account for it. The rest you can. I gave all the information needed for you to look up the account and verify what was spent. I was given 1/6 of my complaint, I find this highly insulting especially since, yet AGAIN, I responded to the company and got no response back except for this Revdex.com automated response...which was the email I responded to and heard nothing back. I am actually a little disappointed in myself as well for believing that a company of this magnitude actually cared about customer service and fairness. Regards,[redacted]

September 9, 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 [redacted] Office, reviewed the recent comments Mr. [redacted] relayed to your office. She issued a supplemental refund in the amount of $32.96 as requested back to Mr. [redacted]’s [redacted] account. The refund should post on his 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,

Executive Assistant

U-Haul International

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

[redacted], our Executive Assistant for our Northern NJ regional office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] paid $481 towards impound fees...

and $200 towards late fees. She also stated Ms. [redacted] was able to obtain her belongings.

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 29, 2015

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 Arizona Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she has not been able to reach Ms. [redacted] by phone and has not received a return call. A refund for $45 was issued back to Ms. [redacted]’s [redacted] account for the extra rental period charge. 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.Uhaul did send out a cheque for the full amount and I have recieved it. I am happy to have my money back, however proper steps should be followed to assure this never happens to anyone else. It was a nightmare to deal with them. I consider this resoled. 

Regards,[redacted]

June 29, 2015

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 Arizona Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she has not been able to reach Ms. [redacted] by phone and has not received a return call. A refund for $45 was issued back to Ms. [redacted]’s [redacted] account for the extra rental period charge. 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.  The action has already been completed, my husband and I met at a Ft. Smith Uhaul location and a technician was able to resolve the problems with our vehicle. 

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 have not received a call from anyone at RepWest Insurance, nor have I received a call from anyone at U-Haul.  I have spoken to one customer service rep since my rental and that was again me making the effort out of frustration.  They charged me for the rental, but then the next day credited me for the full amount.  Now there saying I owe an additional $30 because I didn’t pay my bill.  I have a paid in full receipt and when I spoke to the customer service rep, she said she has seen this happen before and that I would need to speak with [redacted].  I’ve left messages and no one has called back.  In addition it was suggested that I just say the accident occurred and make something up by the staff when I returned the truck.  Otherwise the insurance wouldn’t pay.  I’m an insurance agency owner, this is fraud and I find it disturbing that they suggest I just take the fault for something I didn’t do.  This will affect my driving record as well, which is pristine to date.  I’m very frustrated with the way UHAUL is handling this.  I would like in writing that they are going to drop the damage charges.  I will pay the bill again but I won’t pay an additional $30 because there employee made a mistake.  So here is the resolution I would like:

 

1.       Drop the damages charges on the vehicle

2.       I will pay the agreed upon amount, which I already did once and they credited back to me.  I will not pay a $30 fee because they made a mistake

 

Thank you for your help.

 

Regards,

December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Rachelle M* [redacted]a Senior Customer Service Agent, had previously followed up on the information Ms. [redacted] provided and sent her the following email on...

December 1st in response:Good evening Ms. [redacted] I have received your request about a copy of your final bill. I have sent you a copy of that bill to your e-mail address that we have on file. If you have any questions or concerns, please don't hesitate to give us a call at [redacted] Thank you and good eveningOur 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 AssistantU-Haul International