U-Haul International, Inc.

October 22, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

I apologize for my error is stating the U-Haul location in question is an independent businessman when in fact it is a U-Haul owned location. [redacted], our Executive Assistant for our Illinois Regional Office, sent the following email to Ms. [redacted]:

Good monring [redacted], I have spoken with my Marketing Co President [redacted], he stated because [redacted] was doing this as a side business and not on the clock at U-Haul, it is 100% his financial responsibility. U-Haul does not move customers , all movers are outside entity. I do apologize but it is his responsibility. 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

January 27, 2016

[redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Dan D[redacted]ur Executive Assistant for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office...

they did have a weather event that caused some delays on returns.  They were allowing customers who were scheduled to drop off on Saturday to hold off and bring back on Sunday.  Depending on where they lived in the area, it may have been impossible.  Therefore, in the interest of customer good faith, Mr. D[redacted] relayed he would issue a refund for what he calculated to be $38.92.  The refund should post on his next [redacted] 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 AssistantU-Haul International

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

[redacted], a Senior Customer Service Representative, sent the following email to Ms. [redacted] but has not yet received a response:

face="Arial">

Ms. [redacted], We received your letter to the [redacted]. In order for me to get your concerns to the appropriate person I need further information. I am not able to find a contract in your name. Was it in someone else's name? Could I please have the date of the rental and the address of the location where the rental occurred. The contract number would provide all of the above information. Thank you for your time. [redacted] Sr. Customer Service Coordinator

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

February 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. She informed our office she...

spoke to [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee in addition to a $75 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

November 18, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided. He informed our office he issued [redacted] a refund for $30 for the mileage and inconvenience she experienced. He assured our office the information has been addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. The refund was issued back to [redacted]’s [redacted] 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

September 23, 2016  

size="3">Revdex.com ID#: [redacted], [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Michael H[redacted], our Traffic Manager for our Eastern Florida Regional Office, reviewed Ms. [redacted]’ recent information she provided.  He informed our office a check for $238.70 was issued to Ms. [redacted] and he would be contacting RepWest Insurance Company to open a claim for her damaged property.  The check was mailed from Phoenix on September 22nd and should be received within the next 10 business days.   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.

Contract number is [redacted] Send a check regarding the refund. We were suppose to drop off the trailer June 16, 2014.
 

Regards,

December 31, 2015Revdex.com ID#: [redacted], 10997718U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Jon G[redacted], our President for our Western Michigan Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response:My name is Jon G[redacted]. I believe we spoke on the phone some weeks ago. I wanted to take a moment and go over the final charges as we had discussed on the phone. I Saw on your account there was a balance of $737.76 This was the balance from the first day over the original return time. I have gone a head and reduced down the amount owed to $160.00 this just reflects the cost of 4 additional days. As I said on the phone we are willing to work with you on the costs. We would like to get this resolved so it is no longer an issue going forward for you. We do appreciate your business and hope to get this matter behind us. Jon G[redacted] U-Haul Western MI.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

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 are on file and my response is below.

The proposed action by U-Haul does not meet the resolution my wife and I expect. It simply provides U-Haul another opportunity to reach into our pockets since the certificate is only of value if we give them our business again. We refuse to allow U-Haul the opportunity to have us as customers again and despise the tactic of luring us back with a certificate towards furthering their means and putting us in a position where we could be ripped off again. The only resolution is to refund us our money - if in fact we are valued customers this process would not be as difficult as it is being made to be.

Regards,

August 21, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northwest Colorado Regional Office, followed up on the...

information Mr. [redacted] provided.  She informed our office she issued a refund for $122.16 back to Mr. [redacted]’s [redacted] 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

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Brooklyn, Queens, and Staten Island Regional Office, reviewed the recent comments from Mrs. [redacted]. He feels a fair adjustment was issued based on the unforeseen problem they experienced with their rental. No further refund or adjustment will be made.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

No, the response is bull. One the break controller is suppose to be installed under the dashboard and not on my dashboard. Per their own instruction booklet. To boot the break controller wires are COVERING my HOOD RELEASE which was noticed a couple months after the break controller was fixed. No one contacted us to correct the problem while lied to who ever that my husband went and spoke with the guy about it after we noticed the wires over the hood release. Which he did not! Adding pictures to this. To prove they install the controller wrong! There is plenty on room on the bottom of the dashboard. Since people at uhaul have no clue how to do their job I am also including a photo of a car done correctly. They messed up. Plain and simple.

August 12, 2014

Revdex.com # 10150686

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] the Executive Assistant in our [redacted] Regional Office spoke to [redacted] and apologized for his recent experience with our company. [redacted]...

[redacted] offered [redacted] a $25.00 refund which was credited to his [redacted] on 8/9.

Our customer 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 5, 2015

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 Illinois Regional Office, reviewed Ms. [redacted]’ recent comments to your office and sent her the following email in response:

Good afternoon [redacted]. Once again I have gone back and read your initial letter as well as all the notes on your contracts. I then requested every conversation you had with our corporate office be reviewed by their supervisors. The supervisors listened to every call you made to the Customer Service Department. Not once in all the calls did anyone tell you that the equipment will be delivered to Peoria for you. In fact they all have scripts they read to every customer explaining policy and procedure to our customers. In fact the one agent asked you several times to get your credit card to get everything reserved for you but you stated you needed to go over it with your husband and that you were going to reserve it online. As like all our rentals when you reserve online it does tell you that you may have to travel if the equipment you are requesting is not available in your preferred location, that you must check the box understanding this. It will not let you proceed with out checking it. When the reservation is made it goes to our Customer Service Dept, they then route it to the closest Marketing Company Traffic Department to your preferred pickup location. Then they send it to the closest location that has your preferred equipment. If they do not have what you need they contact customer with what they have and or where the next closest location that has, in your case Bloomington was next closest with your 2nd ubox. At no point did anyone tell you they would be delivered to Peoria, at no point did anyone say we would get them to you, the reason being is we have no way to do that. They cannot nor will they tell a custoemr this as it is untrue. RM [redacted] and Traffic Control Manager [redacted] told you the truth on every phone call they had with you. They did not talk over you, they did not yell at you, they told you that calling customer service is not going to make a ubox appear any closer that there is no way to go get them. We do not operate that way. My Company President [redacted] was a part of this the day this went down, he was right there when [redacted] was speaking to you as well as in the same room when you spoke with [redacted]. He reviewed everything at that time and further instructed them that the closest was in Bloomington, that the customer would have to travel and no discounts due nor warranted. He read the first letter from the Revdex.com as well as this most recent. He still stands on principal, no refund due nor warranted. Policy was followed, nobody told you what you claim. He is standing his ground on principal on this. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]I have tried several times to reach [redacted], leaving messages each time. As of now I have not had any contact with him. I have plans Monday and will be out of reach. Tuesday I plan to be home all day, and again will make efforts to contact [redacted] to try to get him whatever information he needs. However,  I do not understand why an investigation is necessary. 

When I had the hitch put on my van (98 Olds Silhouette) I had an added fee for A Lifetime Unlimited Warranty that states that it covers " collision, corrosion, accidental overload, jackknife, theft of vehicle, etc..." If it is truly unlimited I do not feel I should be having a hassle about getting this taken care of. Also, the Lifetime Unlimited paperwork that I received says my hitch is a class 3 hitch rated at 7500lbs. But this is not the hitch that was installed. I asked for a class 3 hitch but Uhaul only installed a class 2 hitch rated at 3500 lbs. Then gave me paperwork saying I had a class 3, 7500 lbs. hitch. Uhaul never made me aware of this until it had done broke free and I was reporting the problem. This is when they told me that the class 2 hitch was as big as they made for my vehicle. This is not what I asked for and not what I was told I was getting. Even the warranty paperwork is conflicting with this. 

I do not feel any accidental overload occurred though. As I only had the hitch installed 2 weeks and never hauled more than 2500 lbs. with it. I honestly believe that the bolts on one side were not tightened properly allowing it to shake during transit causing it to break free of the frame. At this point this issue has cost me massive amounts of time money and frustration. 

Since I had no way to move my trailer I had to rent a truck from U-Haul to get my trailer out of the area where the hitch broke free. This cost me $45. Next since this issue was never resolved and I needed a reliable way to move my trailer for a job I had to spend an additional $300 getting a different hitch installed onto my sons vehicle. This was an unexpected additional cost to me since U-Haul refused to immediately resolve the problem. So to do the job I was on, it seriously cost me $450+ just in hitch work. $300 for the different hitch on my sons vehicle and $167 for the  hitch that broke on my van, which didn't even last 2 weeks.

The whole purpose of me having the hitch installed was to haul tools and debris with a trailer. When the hitch broke it took a week to get the different hitch put on my sons vehicle, & this cost me 5 days of work. All together I  have spent well over 10 hours speaking with U-Haul representatives and trying to reach [redacted]. So far I have been offered 0 resolution. With a $300 additional cost for a different hitch plus $45 for a rental vehicle (that wouldn't have been needed had a class 3 hitch been installed properly, like I was told was going to happen) + 5 days out of work is what the hitch breaking has put me out. well over $1000 equals a not very happy U-Haul customer. 

Regards,

[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. In addition the company contacted me to inform me of their decision. The refund of $127has posted to my account & while I will not use this company in the future & believe they only processed the refund because of this complaint, I am happy to have it completed. 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].[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] offering her apology for the...

misunderstanding regarding the price and also for the behavior of our employees involved. She spoke with our GM of the U-Haul location for further follow up as well. Ms. [redacted] stated the price increase was valid as it was determined at the time of his pre-inspection that multiple bolt holes would have to be recapped due to the age of his vehicle. Mr. [redacted] could have continued to price shop at that time. He did sign the work order the following day prior to his hitch being installed. Ms. [redacted] would like to send Mr. [redacted] a VIP Certificate for $100 to apply toward a new drawbar and any remaining balance can be used for any further purchase or rental of his choosing. She hopes to hear back from him soon.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 Mr. [redacted] was contacted and they were able to reach an amicable resolution. He was...

given an extreme rental discount for a 10-foot truck and a $200 VIP Certificate to cover the cost of the rental, which will enable Mr. [redacted] to complete his move to [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

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.

Regards,