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. I remain in disbelief over behavior and lack of acceptable customer service practices by U-Haul over the last six months.  This complaint has NEVER been about these fictitious waivers, which only goes to show that all of our many email and letter communications have been ignored.  Over 1 ½ years ago, a former on-site staff member named [redacted] volunteered a month free rent when he learned that I was going in for my first cancer surgery.  I did not ask.  That’s it. This complaint has always been about the following:  This trouble seemed to start or coincide when I went back into the hospital last Fall for a series of cancer surgeries and treatments at an out of state cancer clinic.   A dear friend, [redacted], was kind enough to make regular payments from my account on a few monthly bills for me; including U-Haul. This same individual was also monitoring my personal mail and email and noticed that U-Haul had sent info about a rate increase last Fall.   I believe she was paying the new rate for a couple months until I was strong enough for her to ask me about it.  I said OK to continue with the storage rental but please tell them to remove the upsell insurance since I already had the contents of the storage unit on my personal property insurance.  She attempted to secure the revised rate and has hit roadblocks ever since.  [redacted] even took extraordinary measures to retrieve U-Haul’s lease agreement (apparently sent tomy email by U-Haul) and mail to friends in ** so they could hand deliver to me in the hospital.  They in turn sent it back to U-Haul in [redacted] on12/23/13.  I put initials on the approvedchanges and authorized for [redacted] and one additional person to act on mybehalf until I was well enough to deal with such matters.  I made edits to the lease given the cancellation of upsell insurance and included my insurance provider.  I also dictated a short memo withmy confirmation and questions regarding the lease they sent me, including wonderingwhy my storage rental was listed in [redacted].   I have only been physically strong enough the last couple months to engage more fully in this ordeal and I feel awful that my kind-hearted friends have encountered such a terrible situation with U-Haul.  They were only trying to make regularmonthly payments from my account and never bargained on such an ordeal. In my own review of payments made, I have noticed a pattern and it appearsthat someone is holding the processing of monthly payment checks sent toU-Haul.  For example, the check written on 2/24 in the amount of $175.22 was mailed the morning of 2/25 from the [redacted] Post Office at [redacted]  I know this because I was a passenger in the car of my friend who prepared the check/envelope and dropped this envelope in the drive-up postal box along with some other mail when we were enroute to the doctor’s office.  U-Haul did not present the check for payment with [redacted] until 3/8/14, thus creating a contrived late situation.  As I lookback on records, this appears to have happened multiple times.   In mid-January, Iattempted to speak with a woman named, [redacted], at the regional headquartersfor U-Haul since multiple attempts to secure information from U-Haul FountainHills had failed.  The attached follow up letter was prepared and sent bymy friend [redacted] to this same person on 1/18/14 as [redacted] requesteddocumentation of all the U-Haul checks and debit payments made for the last sixmonths.  I remain baffled at how U-Haul doesn’t seem to know that they aresending email receipts for payments received; wouldn’t that denote that someonethere is receiving and processing regular payment checks?  Here is anexcerpt from this letter including data sent directly to [redacted] by my friend[redacted] after we looked up all the records: [redacted] for $178.06 sent on 7/24/13 and cashed byU-Haul on 7/30/[redacted]for $178.06 sent on 8/25/13 and cashed b yU-Haul on 9/4/13Phone debit card payment for $183.22 recorded on9/27/13, transaction posted 9/30/13Phone debit card payment for $183.22 recorded on10/27/13, transaction posed 10/29/13[redacted] mailed with letter regarding removal ofthe upsell insurance on 11/26/13 for $175.22.   Upon seeing a late notice in [redacted] email a weekafter sending the November payment, [redacted] attempted to reach out to the[redacted] U-Haul store twice to find out if they had the check or wereholding it.  Their representative would not reply or tell her status ofthe check so [redacted] contacted my bank after reviewing my online account for proofof payment.  The bank verified the check had not been presented forpayment.  At that time, we placed a stop payment on it and told the U-Haulrepresentative via email.  [redacted] then reissued a replacement payment forNovember and combined it with the December payment.  [redacted] for $350.44sent on 12/18/13 and combined November replacement check (as noted above) withregular December payment.  Check cashed by U-Haul on 12/26/13. Since then, the followingpayments have continued to be made on schedule as always: January rent check sent on1/24/14 in amount of $175.22.  Cashed by U-Haul on 1/29/14February rent check sent on 2/25/14in the amount of $175.22.  Cashed byU-Haul on 3/8/14 The March payment is NOT dueuntil March 26, today is the 22 so how can it be late?  Neither I or my representatives understandwhy U-Haul is even claiming they haven’t been paid or paid the correctamount.  We are all completely baffled but have made every attempt to resolve this issue but the company is just too hostile.  My friend [redacted] helped me type up this letter from my verbal comments due to my condition and is also scheduled to send the March payment on March 24 from the [redacted]   U-Haul still claiming underpayment.  Now stating they areauctioning my storage goods from what I am told.   To date, myfriend has not received a return call after sending this documentation toU-Haul.   So, I attempted to callthis same person on 3/5 and had to call back again later that day after notreceiving a return call.  I was greeted with a very hostile attitude from [redacted].  I also attempted to call the store manager,[redacted], on the same day for the very first time since this ordeal started and was treated with similar nastiness and refusal to help me understand the situation.  However the regional person, [redacted], wasdefiant stating that I had been calling the store manager many times, which issimply not true.  Again, the dishonestyis rampant at U-Haul.   The only U-Haul person I had ever attempted tospeak to previously was at their corporate customer service line inmid-November, 2013.  Her name was [redacted] and she spent 20 minutes talking about her own medical woes when I divulged that I was calling from a hospital in**.  I finally excused myself from the call as I couldn’t get her to focus on my inquiry over her own personal situation.  I am not a doctor,just an experienced cancer patient and past caregiver for terminal loved ones. In the 3/5conversation [redacted], she was now demanding cancelled checks or my completebank statements as proof.  Again, see above and my disbelief that U-Haul doesn’t even know they have been sending monthly confirmation emails of my payments.  I do not hand over my personal banking statements to strangers or vendors so I went to my online account to print off copies of cancelled checks from my statement but only saw the check number and date cashed.  I called [redacted], [redacted],to find out how to get copies of cancelled checks and he said that U-Haul was cashing the checks electronically, therefore there would not be cancelled checks.  Instead, he went through the trouble to pull a transaction reportof all payments made from my account to U-Haul for the last six months. That transaction report document was sent to [redacted] at U-Haul on 3/11/14.  I only have a hard copy from [redacted],which I will now forward to the Revdex.com.  Iwill also include a copy of the U-Haul lease referenced in this letter showing that I removed their upsell insurance.  This was sent back to U-Haul in December, 2013. Prior to the last six months, I did enjoy favorable relations on my storage account with this U-Haul store for over four years and with several different managers.  I have even referred other customers to U-Haul in the past but don’t feelcompelled to do so anymore.   Even though I had planned to leave my storage items at U-Haul indefinitely, or until my end of life from cancer, I just can’t tolerate such a time consuming and contentious business relationship when my final moments of life are so precious.  Just preparing this documenttook a lot of me.  I’ve never been treated this way by anyone I dobusiness with and pay for services rendered.  At this point, all I want todo close out this relationship and ask my church or friends to help move mybelongings to a more reputable storage place.   Advance notice willbe required on my end to arrange for this volunteer help.

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,

June 12, 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 West Houston regional office, followed up on the...

information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced. He also relayed he had issued her a refund for $30 back to her [redacted] account as requested. 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

January 20, 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 Lower Hudson Valley regional office, reviewed the information Mr. [redacted] provided. She informed our office Mr. [redacted] had been advised he settled his claim with RepWest Insurance Company for the damage to his items. Our decision in the matter remains the same. No further refunds or adjustments will 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,

Executive Assistant

U-Haul International

August 15, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

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

[redacted]'s comments were reviewed again and the Regional President, [redacted], and the Center General Manager, [redacted], stand by their initial response to [redacted]'s concerns. Please see [redacted]'s original reply to this Revdex.com file.

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] information to our office for review.

Mr. [redacted]’s concerns involve Moving Help. He was sent...

an email on how to start a claim with the service provider and was provided with all the service provider’s information as well.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

September 15, 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 Central Indiana Regional Office, reviewed the recent comments from Mr. [redacted] and sent him the following email in response:

Dear Mr. [redacted], in a final attempt to resolve this is I am requesting a copy of your repair invoice and I will personally speak to the repair shop that did the repair to confirm their diagnosis since that is what you are basing your complaint. I will obtain a statement from them and render a final decision to your complaint and submit to the Revdex.com. Please send your copy to my email address at [redacted]@uhaul.com. Thank you

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

[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,[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.That is not what happened. The location did have my number and they called and left a VM on my phone so clearly they had my number. This was days AFTER I had changed my reservation online. In the message, I was told they did not have the truck I requested at that location and I could change my date or get a smaller truck at the same price. The wonderful thing about the smart phone is everything is recorded and everything is listed. I had to call back the next day and change my reservation to what they told me I had to have. So what your manager at that location state is a complete fabrication of the truth. Regardless if I changed the reservation or not, the fact is, I did not get the vehicle that I reserved and that your online site said was available. That my reservation was changed a day before I picked it up for a small one at the same price by your location WHO CALLED ME. ALSO I called your call center and they were able to pull up my reservation by my number. As your website states "if we dont have the vehicle you reserved at the time your reserved it and location, we will give you $50." False advertising is illegal. Im a police officer, Im aware of the laws. 

Regards,

March 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 South Carolina regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. A refund in the amount of $195 was issued back to Mr. [redacted]’s Master Card account as an adjustment on his rental. 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

July 27, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Terry S[redacted], our President for our Montana Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and discussed her concerns.  He asked how we failed and Ms. [redacted] relayed we did not have a 15-foot truck in Butte and she could not wait or travel to secure at an alternate location due to their time schedule, but was happy we provided her with a larger truck at the 15-foot rate.  When Mr. S[redacted] asked why they did not contact our Emergency Roadside Assistance for immediate help, she relayed again her time schedule did not allow it and she was not financially set for the trip.  Ms. [redacted] seemed to get argumentative while being asked questions and Mr. S[redacted] stated he was simply trying to find a resolution.  She called him a foul word and at that point he said there was nothing more he could help her with and she disconnected the call.   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

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company investigated the information Ms. [redacted] provided....

They also paid for the damages to the property that the U-Haul truck damaged. [redacted] relayed they were not advised of any damages to Ms. [redacted]’s cargo. They will be contacting Ms. [redacted] again to discuss the resolution and any new allegations.

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 the business to perform this action and, if it does, will consider this complaint resolved.I notified Uhaul by email that my debit and credit card accounts, which they have on record, are both valid to refund a charge.  Otherwise, I can always be reached at: [redacted], [redacted], [redacted].

Regards,

August 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York...

Regional Office, followed up on the information [redacted] provided and sent her the following email:

Good Morning [redacted], I am reaching out to you in regards to the customer objection and the voicemail you left with your recent U-Haul contract. I did leave you a voicemail yesterday but I have not heard back from you so I am trying your email. I do apologize for all the inconveniences associated with your rental, I understand moving the date can cause extreme changes and disruptions when moving. I have discussed this situation with our Marketing Company President and we will honor your original request for compensation; $210.00 for moving help and $50.00 for the reservation guarantee for a total of $260.00. I will be refunding this back to your credit card that was charged. Once again, I am sorry for the inconveniences caused. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564

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 Mr. [redacted].Our records indicate refunds were issued back to Mr. [redacted]’s [redacted] account totaling $70.26, which was the full amount charged to the same [redacted] account. Two separate credits were issued on October 6, 2014 for $20.08 and $20.09. A third...

credit for $50.09 was issued on October 20th. All three credits should post on Mr. [redacted]’s next credit card statement 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

The first gentleman I spoke to outright lied to me telling me I could return the truck to the original destination where I would have originally picked it up.  To notify a customer the night before their move that they have to travel out of their area to pick up a truck is inexcusable.  I reserved this truck over three weeks prior to my move.  If I had not checked my emails that night, the following morning I would have went to the location that I ordered it from.  Their excuse that I picked it up at one location and dropped it off at another is a racket they use to collect additional money from a customer.  I am not a stupid woman; and if I was told up front that I had to take it back where I picked it up or be charged additional monies, I would have made sure it went back to that location.I have used U-Haul for over 25 years.  Not only will I never use them again, but I have informed friends and family of how they ripped me off for an additional $90; they too are appalled by their tactics and will not use U-Haul either and pass along what happened to me.Sincerely,[redacted]

March 11, 2016

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

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

Thomas S[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 discussed her concerns.  Our GM of the U-Haul Center relayed he would never threaten a customer with the loss of their possessions and understands Ms. [redacted] is not happy that she had to pay for the one-month fee but also mentioned he did waive a lien status fee and multiple late fees. 

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bring[redacted] this matter to our attention and allow[redacted] us to offer a response.

Sincerely,
Maria P[redacted]
Executive Assistant
U-Haul International

Tell us why here...

September 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office a refund for all Safemove...

Protection fees was issued on August 6, 2015.  The refund should have already posted to her [redacted] account.  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

June 15, 2015

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 East Houston Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office he spoke to Mr. [redacted] and discussed his concerns. It was agreed that our GM of our U-Haul Center involved would test drive the truck with Mr. [redacted] so Mr. [redacted] could explain what he experienced with the truck in order to confirm his concerns.

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 Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage at [redacted]., followed up on the information Mr. [redacted] provided. She informed our office she issued Mr. [redacted] a refund for $5 as requested 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,[redacted]Executive AssistantU-Haul International