U-Haul International, Inc.

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.

[Although I am very satisfied with U-Haul decision to issue a refund, they still have not provided me with a receipt for my moving expenditures.  The lack of receipt (despite two requests) was also part of my original complaint.  It is essential that I receive a receipt as soon as possible.  Once I receive the receipt, I will be satisfied with the outcome.]

Regards,

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

[redacted], our Executive Assistant for our Ohio regional office, followed up on the information Ms. [redacted] provided and sent her the following email:

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[redacted], I have read your concern and I have credited your card the $32.68 and you should see the credit on the card in 3-5 business days. I’m sorry for the issues that you had during your rental. If there is any way that I can further assist you, please feel free to contact me. [redacted] Executive Assistant U-Haul of Ohio [redacted]@[redacted].com ###-###-####

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response provided is why we filed the complaint.  The regional office offered a refund of their truck, which broke down multiple times and causes us 9 hours of delays before they had to provide us with a transload and new truck. It is a standard protocol of even a subpar company to provide a refund for such merchandise provided to a customer.  We are not satisfied because shortly after the call from the office, we realized that the other refunds promised to us (ie unloader  reimbursement, food/water reimbursement due to being stranded, oil reimbursement for having to put oil in their truck) were not refunded and the office refused to provide recorded promised refunds just because they refunded their extremely faulty truck.  This does not include the amount of suffering our family endured in the hours of 90 degree heat with elderly and pets that uhaul repeatedly was notified of on record during these periods of delay while we were constantly transferred and hung up on.secondly, we do not accept the response as the insurance office she is referring to very quickly denied our claim because we initialed that we were present at the transload and were ok with the service.  We initialed because we were satisfied that the movers were able to get our belongings into the truck.  we did not know, nor was it stated, that we had to manage professional movers that uhaul provided (we were not able to research or pick these movers) or tell them how to do their job. therefore, it was pure negligence on uhaul for providing a poor company to us as this was an absolute necessity and not a courtesy, as well as negligence on the movers that clearly did not take care of our items despite us providing sheets and blankets.  It is also noted that my husband was on site and noted the items in good condition that were unloaded and that because these all were heavy or awkward items, the movers did not let my husband handle them at all. The mover is denying all and saying it is Uhauls fault, yet uhaul is washing their hands of all responsibility because we initialed a paper.  we are highly dissatisfied with this as it is only adding to the amount of suffering and time our family enduring dealing with it.Finally, because of all the trouble, we were told to contact the president, [redacted], directly and was given his information.  I did so and it has been a week and ahalf with no acknowledgment or response to this matter, another clear poor business act and extremely poor customer service.  We requested that someone sit and listen to the 15 hours of phone conversations our family has endured so that uhaul step inside our shoes and realize what we went through.  they then will know that a mere truck refund does not even touch what we deserve.  No one has yet, even the regional Chicago office, to do that and she admitted it to me.  I guess no one wants to live through what we did...

Regards,

December 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the same amount that was charged, or $1,460.45, was issued back to Mr. [redacted]’s...

Visa account on the same day as the charge. The refund should have posted on Mr. [redacted]’s last months 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

[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], 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,

We reserved a truck and it was reserved for the wrong date so we corrected it. Then checked on the reservation a day before p.u. and the reservation had dissappear ed. We reserved again and phoned on that day and again they had nothing under our name. The dealers were also complaining that u haul overrides their reservations and sends people to pick up the trucks leaving them empty-handed to deal with their customers. Not a good experience!!!

July 21, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our South Seattle Regional Office, followed up on the information Mr. [redacted] provided....

 He informed our office he spoke to Mr. [redacted] and let him know the text message was a mistake.  Mr. [redacted] returned the rented equipment at his desired location.
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.U-Haul states: While most facilities do accept debit, unfortunately we were not aware that yours did not, and for this I greatly apologize. It is definitely true that we should have this information readily available, but unfortunately we do not. I hope with your complaint soon we can move forward with improving our program to make it easier for our consumers such as yourself.As stated in my original complaint: Let me state emphatically [redacted] was very nice, helpful and accommodating. He stated his frustration as this is not the first time this type of situation has occurred with bookings through [redacted] U Haul. In fact it occurs on such a regular basis that he has informed his district manager several times of this problem and nothing has been done to rectify the problem.I feel their statement is an empty promise to correct it in the future as they have been informed by U-Haul in [redacted] where I had the order booked. And they now admit that they should have had the information as to the acceptance of debit readily available, but did not. Therefore goes back to my original request. Compensation for the $100.00 I am out as a result of the 2 hours delay (extra gas, travel time, paying Mr. [redacted] extra for his time) due to that. This I want as a cheque payable to me, not a redeemable certificate. If I had been informed when booking this entire situation would not have occurred.Statement in an email to me Dec 2, 2014from [redacted] (U-Haul District Manager [redacted]):There no other solution but maybe a certificate but would complicate the rental process more then ever.The fact that you may or not be on social assistance is none of our affairs and has no bearing on customer service .this is a matter that will be dealt with internal and hopeful corrected to prevent future mishap. A certificate has no face cash value but can be used towards UHaul rental,preferably at a corporate store but can be use at independent out Eats in some cases.I feel a customer's situation should be of their concern in order to satisfy that customer. And the statement that the certificate has no cash value and can be used at some independent out eats is insulting. The hundred dollars I am out would be 2 weeks of groceries on my budget, not a feel meal at some independent out eats in some cases. As well it is presumptuous to assume my dietary requirements include an out eats place.  I still have to pay even more to move my stuff to the final location as a result of the delay I incurred as to their misinformation. See bullet 1.The amount of my time spent, run around from many U-Haul representatives and frustration incurred in order to get attention to this matter is disappointing. It demonstrates U-Haul has no business acumen whatsoever nor concern other customers having to wait due to their misinformation. And goes again to customer service and I refer to my original compliant:In fact one lady who had to wait met me outside as I took a much needed break before going back in the office to continue with the situation, stated to me they should be giving me that trailer for free. She also stated she will think twice about using U HAUL again and would never book through [redacted] U Haul. So your other customers are also not impressedI state again I want money for my rental returned to me as a cheque payable to me. $100.00 for the extra monies spent and a free weekend rental, which I will take as a certificate.[redacted]

October 9, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Mike W[redacted], our President for our Missouri Northeast Regional Office, reviewed Ms. [redacted]’s recent comments.  He confirmed a refund for the additional rental period on the truck rental was issued and relayed a claim with RepWest Insurance Company in regards to the damage to her goods while in storage was filed.  Mr. W[redacted] went on to explain, regarding the months’ rent for Ms. [redacted]’s storage unit, the only way we can honor her insurance claim is if we actually collect the fee for the coverage and the rent for storage, this expense will not be refunded to her if she is indeed pursuing reimbursement for 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, Maria P[redacted] Executive Assistant U-Haul International

Thank you for your concern for our customer Ms. [redacted].[redacted], a representative from Moving Help, advised our office an email was sent to Ms. [redacted] informing her that since the service provider was the one that actually moved her, she would need to go through them directly. Ms. [redacted]...

sent her instructions to place a review and how to start a resolution case with Moving Help directly.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

October 22, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted], our President for our Pittsburgh Regional Office, followed up on the information Mrs. [redacted] provided.  He informed our office...

their claim is still an open claim with [redacted] Insurance Company.  Refunds totaling $2,475.16 were issued back to their [redacted] account in the interest of customer good faith on August 26, 2015.  Mr. [redacted] relayed that while the cause and origin of the incident are still being investigated, a good faith resolution offer was previously made and was refused by our customer.  He added this is an open and active claim and is currently being handled through [redacted].  We will continue to work toward a fair 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,[redacted]Executive AssistantU-Haul International

July 9, 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 San Francisco Regional Office, followed up on the information Ms....

[redacted] provided. She informed our office our GM of our U-Haul Moving and Storage of Downtown San Francisco will be contacting Ms. [redacted] on a new estimated delivery date and Ms. [redacted] will determine a fair reimbursement.

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 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Bay Regional Office located in Freemont, CA,...

followed up on the information Ms. [redacted] provided. She advised our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced. She also explained she would issue a refund for $1,400 as an adjustment on their rental. Ms. [redacted] provided her telephone number for any further concerns or assistance.

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

YYes.  but Repwest informed me that it has nothing to do with them due to the fact the insurance only for the car bening towed and equipment not my car that I was towong with that got damaged due to uhaul employ not following safty procedures and I gusse it's up to uhaul if you want to take responsibility and handle it, otherwise I will take legal action.

April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr....

[redacted] and advised him the extra fees have been cleared.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

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Assistant GM at our Santa Barbara U-Haul Center reviewed Ms. [redacted]’s contract with her when she came...

into our Center. We pointed out that the net paid that day was zero. We also highlighted the area where it states the bank has placed a hold for $715.50 on her account. U-Haul will not charge/credit the card until the equipment is returned and the rental charges are calculated. Only the hold may appear on Ms. [redacted]’s credit card. Actual charges are not applied until the rental is complete and the contract is closed out.

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

November 3, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted] and [redacted]., which is listed on the sale agreement.[redacted], our President responsible for the Fort Walton Beach area, reviewed Mr. [redacted]’s recent comments.  He explained he attempted to reach Mr. [redacted] again without success.  He is extending the offer to issue him a refund for the entire amount of the sale.  However, Mr. [redacted] will need to get the truck and title to our Pace Blvd. location in Pensacola, FL.  Once Mr. [redacted] is in possession of the truck and title, he will submit the refund for the price of the sale.  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

November 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Kyle O’[redacted], our Field Manager for our Atlanta North Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office Ms. [redacted] was contacted and she confirmed she did receive the refund and mentioned she just wished her concerns hadn’t taken so long to be resolved.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 AssistantU-Haul International

April 18, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Nancy Mendieta, our Executive Assistant for our Gulf Coast Texas Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office the truck in question was checked for mechanical issues as well as the steering wheel and the door and found no problems.  She mentioned the truck has been on three separate rentals since Ms. Mendieta’s rental without incident.  The truck was test driven and found to be road worthy.

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...

August 30, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers [redacted] and [redacted].   Carol G[redacted], our President for our Memphis Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office Ms. [redacted] was issued a refund for the $50 Reservation Guarantee Fee along with the previous refund for $152 back to her American Express account.  She relayed no further refunds are due back.   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