U-Haul International, Inc.

I spoke with the GM of the U-Haul location and was advised that only a portion of the fees had been reversed.  I advised him that I had already paid numerous fees and would like those reversed as well.  He informed me that he would get an answer on those fees and return a call in 24 hours.  Once again it has been days and I have not seen any changes to the balance, nor have I received a return call as promised.  

As of Feb 24, 2014 I have still NOT been able to set up the auto pay, as he was to call back to set that up as well.

I would like the fees reversed and a WRITTEN CONFIRMATION, and as in the original complaint "no further promises of phone calls".

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.

Regards,

June 20, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Angelique F[redacted], our Executive Assistant for our Northern New Jersey Regional Office, reviewed the recent comments from Mr. [redacted].  Please be advised when we receive a customer objection, we direct the information to the Regional Office responsible for the area to correct the issue, which also keeps it from happening again.  She mentioned Mr. [redacted]’s concerns were also discussed with our GM of our U-Haul Center and they found no issues with the truck he rented, before or after his rental.  Ms. F[redacted] explained the refund issued was in the interest of customer good faith and no further adjustment would 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, Maria P[redacted] Executive Assistant U-Haul International

October 3, 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 Western Michigan...

Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] received the Safemove Coverage, 36 Furniture Pads, and 1 Utility Dolly. This service was signed for by Mr. [redacted]. His original due date was September 21st, which had the estimated total charges, however, he didn’t return the equipment until September 23rd. The charge was for four rental periods. [redacted] relayed that, according to the signed contract, all charges are legitimate and no refund is due back.

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

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and...

the UP regional office, followed up on the information Mr. [redacted] provided. He informed our office he had previously issued a refund for $50 on April 28th to Mr. [redacted] and talked to him again yesterday, May 6th. Mr. [redacted] discussed Mr. [redacted]’s concerns and offered his apology for the inconvenience he experienced as well as advised him that he had issued him a VIP Certificate for $50 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

January 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our British Columbia Regional Office, followed up on the...

information Mr. [redacted] provided and sent him the following email in response:

Good morning Mr [redacted], As I stated in my last E-mail I was waiting to hear from all parties concerned as it does take some time to receive info from others as most of us work on the road. My resoulution to this situation is that You will be getting 25% of your rental returned to your credit card and refunded your hotel stay in which I will need the original receipt with contract # , the refrence id # and your address in which we will send you a cheque for that amount. In regards to your next rental I will be sending a vip of 75.00 to your email address which will be there in a few minutes after you receive this. Sincerely [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,

Executive Assistant

U-Haul International

January 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern New Jersey regional...

office, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he sent them the following email:

[redacted], I have received and reviewed the letter you sent to the Revdex.com. I did authorize a $100 refund on the rental rate (your wife declined so I did not process) and the cost of the hotel room, provided I received the hotel receipt or copy. I will increase my refund amount to $320 (20%) and the hotel reimbursement, provided I receipt a copy fo the receipt. The roadside assistance calls aren't documented as you laid out in the letter. What we have on file is that you found the air filter was not connected, you reconnected and continued on your way. On the second call the notes state that you will continue on and if there is any more issues you will call back. Nothing states on the file that we could not locate you. Again I apologize for the issues and I will refund the $300 today and will wait for the hotel receipt to reimburse that money. You can email me the receipt and I will have it reimbursed promptly. Sincerely, [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,

Executive Assistant

U-Haul International

July 12, 2016   Revdex.com ID#: 11541513 U-Haul Ref# [redacted]    Thank you for your continued concern for our customer Mr. [redacted].     Patty P[redacted], our Executive Assistant for our West Sacramento Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: I understand you filed a "rebuttal" to our refund. We will be sending the message below to the Revdex.com in response to your rebuttal: Uhaul does not “blackmail” customers. We do not force anyone to use our equipment. On 6/23 we Offered what equipment was available for the one way rental from California to Washington. Mr. [redacted] could have declined and made other arrangements if what we had was so unacceptable. Mr [redacted] was able to complete his move. By UHaul giving a $600 discount off a $1,100 rental, we feel we have been more than generous. This rental does not warrant a full refund. Since Mr [redacted] admitted that the truck was less than half full, he could have also requested a smaller size.   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

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 currently rejecting the response, because it lacks vital details. I feel as if there are three sides to a story, and one happened to missing from U-haul's response, the truth. I know for a fact that I spoke to a very rude woman by the name of [redacted]. U-haul should pull all telephone calls that were made that day, including the telephone call she made to the gentleman who worked at the second location we were sent to. U-haul has done nothing more than show their lack of integrity by avoiding to take responsibility for their employee's actions. If Mr. [redacted] was present at the time and noticed that we were having such horrendous experience with U-haul, why didn't he intervene and resolve all of our issues? Do you think we would go through filing complaints, speaking to unhelpful employees, and spending time composing e-mails, if our claims were invalid. Please don't insult my intelligence, U-haul has not proven that they value their customers, to the contrary, they have shown nothing but indifference and lack of appreciation for my business. I feel as a full refund is in order.

Regards,

August 5, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] [redacted] Regional Office, followed up on the information [redacted] provided. She informed our...

office she contacted [redacted]r and advised him of a refund for $1,208.40 as an adjustment on his move. The refund was issued back to his [redacted] 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

November 9, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. Rini.   Dan L[redacted], our Area Field Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided.  He informed or office he spoke to Mr. [redacted] and asked if there was something new he needed to be aware of since he felt he had resolved Mr. Rini’s concerns in their conversation they had on October 26, 2016.  Mr. [redacted] relayed his satisfaction with the resolution and he would withdraw his complaint with your office.    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

July 12, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Bren O[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’ recent comments and sent the following email in response: Good morning [redacted], I personally watched the video of the truck being cleaned as well as spoke to the agent that cleaned the truck when he arrived in the morning. There was no [redacted] purse or any other items removed from the truck. If you left it in there and did not lock the truck, that is not U-Haul liability. That is the customers as they are responsible for the equipment if they choose to drop off after hours, which is what you did. There is nothing we can do for you. Thank you. Bren   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

November 7, 2016   Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted].   Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and explained she will take care of the charges for repairs he paid.  A refund for the repairs was issued to his credit card 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, Maria P[redacted] Executive Assistant U-Haul International

[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 1[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.
Additional information in the response was inaccurate and untrue because I never received a call due to the change of equipment size via telephone from a U-haul representative between the time I completed my online reservation, received a written guaranteed reservation for a 6X12 via email, and arrived at the designated U-haul facility for pick-up.  As a matter of fact, as mentioned in my complaint I was not informed about a change in the size of the equipment during my telephonic discussion with a u-haul representative when I called the preferred pick-up location (Harveys Emissions 792 Veterans Memorial Hwy Mableton, GA 30126) contact number [redacted]) that was listed in my initial email guaranteed confirmation.   

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. He informed our office he spoke...

to Ms. [redacted] and offered his apology for the breakdown and issues leading up to her filing a complaint with your office. Mr. [redacted] advised Ms. [redacted] he issued her the refund for $35.16 as requested back to her [redacted] account. The refund should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her 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

July 31, [redacted] ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], a Customer Service Manager, reviewed the information [redacted] provided and offered the following response:Hello [redacted]. Thank you for contacting us regarding your...

concern with the advertisement on uhaul.com. We do apologize for any confusion with the rate system on our website. There is an option to enter the destination zip code which will provide the one way rate rather than the in town rate. This information is disclosed on [redacted], but is dependent on the person making the reservation to enter their destination information. If you have any additional questions or concerns, feel free to give us a call at [redacted] for immediate assistance. Thank you, [redacted] Customer Service ManagerOur 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 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,

according to the conversation on my end, I  was told I was owed 228. but was issued a check for 118.70 not the amount in this statement. He told me since I have a dispute with my bank this is all I will be given. however I recently received a letter from my bank saying that they cannot resolve the issue and uhaul states that the over charges were approved by me. I have not received the check as of now so I'm not sure what the actual amount is.

I am not accepting this response because first of all he did not respond to me. 2nd a service they offered and recommend them to us as a good mover via a website sponsored by Uhaul. Their website actually says U-Haul has partnered with movinghelp.com where you can find and choose safe, affordable and reliable movers in your area.If they partnered with this company and cant fix issues then they are lying that they partnered. We are talking 41.00 out of the thousands we spent with this company.That is a massive shame and a lie considering we were told that he was looking into the 41.00 in the beginning. Uhaul seems to want to cheat people out of money and put their lives in danger. The fact that a dealer said it was the worst trailer he has ever seen and that he wont rent it out to anyone shows that this is horrible. Very disappointed in Uhaul.   I attached the file here because I have no intention of spending MORE money on this company to fax you a receipt that you shouldn't even question to begin with. YOUR trailer broke down and caused us to have to stay somewhere, we picked the cheapest and grossest hotel there. Regards,[redacted]

May 6, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued Ms. [redacted] a refund...

for the transmission cooler that she paid for online but states she did not receive. Ms. [redacted] relayed that the hitch order did not include a transmission cooler and was not part of the hitch work order, which she states may have caused the confusion.

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,