U-Haul International, Inc.

October 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers [redacted]...

and [redacted], whose name is on the rental contract.    Our records indicate all charges charged to the [redacted] account listed on the rental contract have been refunded in addition to the cancelation of the Promissory Note and the issuance of the $100 VIP Certificate.  No further refunds are due.  I hope Ms. Pruitt and Mr. [redacted] will take advantage of the Certificate as we feel it can be of great value for our customers.   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 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 did not authorize my credit card for numerous.   I authorized it for one day.  I have no idea what these charges are for.   [redacted] did not put charges on my card -U-Haul did.  This is not a family matter as U-Haul is saying.   They charged my card without authorization.   I will file a police report for theft and go to the attorney general if I  have to.

April 20, 2015

Revdex.com ID#: 10579076

U-Haul Ref#: 808763

Thank you for your concern for our customers Timothy Reine and Eszter Guraly, whose name is on the rental agreement.

[redacted], our Field Manager for our...

Southern Louisiana Regional Office, followed up on the information Mr. Reine provided. He informed our office he attempted to speak to Mr. Reine or Ms. Guraly but reached their voice mail. He left a message, which included his apology for the inconvenience they experienced. As we value Ms. Guraly and Mr. Reine as customers, Mr. [redacted] sent them a $25 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

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 credits are not what caused my account to overdraft.  I had enough money in my account, without receiving any credits, to cover all my charges. This is shown on the paperwork provided both to the company and attachment with the Revdex.com.  The problem that caused the overdraft was that the company over credited the account and then processed a 4th debit instead of cancelling the incorrect credit.  Debits are taken immediately out of a bank account and credits take 3-5 business days.  That is what caused the overdraft, a 4th month being withdrawn from my account.  When I spoke to the woman doing the credit she said that she would cancel the incorrect credit.  She did not do that but instead just charged the account for a 4th payment without waiting for the credits to post to my account or informing that she was doing so.  

Also, a large part of the problem is that, with a timely return phone call, the [redacted] fee could have been avoided.  The bank informed me if the 4th debit was canceled before the 3 business days that the bank would reimburse the [redacted] fees.  I called multiple times within the 3 days and everyone told me I had to speak with the GM and no one else could help me.  I did not get a call back from the GM.  

Then after sending the original complaint to the Revdex.com I received an invoices that had basically doubled my rent amount.  Which I emailed a response and began calling again.  I received that September 7th and again called the company and was disconnected from customer service and upon calling the Spring location spoke with someone who said they would call me back and never did.  I also never received a response to the email.  I finally received a call September 15 and that is when I was told they would not return my [redacted] fees but they did offer me a free months rent.  They said my invoice had been corrected but never sent me a corrected invoice or call to tell me that.  My payment would have been due September 24th and I work 6 days in a row before that. 

As far as I knew, I owed double the rent and was completely unwilling to pay that.  I had to use the few days available to me to move my belongings.  The days I received the call with the offer for free rent inconveniently happened to be the same day I had already paid for a new unit at a different company and was literally in the middle of moving my things.

I would have taken the free month and then moved my things but again, as far as what had been communicated to me at that point I owed them the inflated invoice amount and add that to the unresolved previous issue.  I had no time left to wait if that invoice was indeed going to be expected and no faith left that my issue would be resolved before the due date of Sept. 24. 

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,

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,

[redacted] [[redacted]]

Even though Uhaul Corporate told us these two refunds were completed [they were not] when we called late night on 3-30-14, Uhaul has some business practices that does not credit customer's accounts back in a timely fashion after Uhaul mistakenly or fraudulently had taken money out of their customers' checking accounts.  We were told by at least 2 different Managers that we would see the money back in our account in 1-2 days and another said 3-5 days.  This is unacceptable business practice after accessing someone's money that was unlawfully taken without their knowledge, permission and was also not contractually agreed upon ahead of time in the signing of the Uhaul contract.  The $540.65 which was an error from a Uhaul dealer [Rockville, MD] who was not even involved in our Florida Uhaul contract, has just now appeared today on 4-3-14 in our checking account.  However, the $53.88 still has NOT appeared back into this account.  We have called Uhaul numerous times on 3/30/14, 3/31/14, 4/1/14 and 4/2/14 and we are still missing one refund, not to mention, we have to beg to get our money back that was taken without our authorization.  We would recommend to Uhaul that they seriously consider their poor business practices of not having adequate computer safeguards in place to protect consumers from multiple Uhaul retailers/employees from different States being able to access other customers' account numbers thus leaving their credit information exposed and vulnerable to such inappropriate errors. We will continue to go through the Revdex.com until we receive ALL refunds posted back into our account.  Thank you, [redacted] and [redacted]

April 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

As Mr. [redacted] and Ms. [redacted] confirmed, they did receive the refund for $540.65. The refund was issued on March 31st, the day after the actual charge. The refund for $53.88 was done yesterday, April 3rd. I did confirm that it was electronically processed today. Please be advised that a credit card company has 30 days to post it on the credit card statement.

As we value Mr. [redacted] and Ms. [redacted] as customers, I have taken the liberty of sending them a $25 VIP Certificate to help offset the inconvenience they experienced to their email address provided. The Certificate can be used toward a future pur[redacted] or rental on the many products and services U-Haul has to offer.

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 continued concern for our customer Ms. [redacted].

[redacted], the Claims Manager for [redacted] Insurance Company, reviewed the recent information Ms. [redacted] provided. She asked that we relay that [redacted] handles claims for U-Haul, a self-insured company. Ms. [redacted]’s loss was reported to them on October 29, 2013. An attempt to contact Ms. [redacted] was made on October 30th. On November 13th, [redacted] received Ms. [redacted]’s cargo form and claim demand. Their investigation into the loss revealed no damage to the U-Box upon receipt from the shipper. As such, they originally denied the claim. Upon further review, [redacted] relayed they did find evidence that there may have been damage to the U-Box that was not originally noticed. They reopened the claim for review and possible settlement. Ms. [redacted] stated that [redacted] was currently working with U-Haul to determine if the claim will be honored. At this time they are in need of additional time to conclude handling of the claim and they will notify Ms. [redacted] as soon as a liability decision has been 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

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

Our records indicate a refund for $294.03 was issued back to Mr. [redacted]’s [redacted] account on August 25th as requested. 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

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]

July 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted]...

[redacted], [redacted] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced and for the shortage of equipment in the area they were moving from. Ms. [redacted] assured her she would follow up further on the information she relayed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Coordinator, sent Ms. [redacted] an email requesting additional...

information in order to research her rental agreement. She hopes to hear back 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,

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 spoke with the insurance agent for [redacted] myeself and was notifyed that the claim was denied due to UHAUL stating to them that the truck was not dirty as I had claimed. [redacted] did not deny the claim bases on "normal wear and tear" of the couch. [redacted] agent stated that they would reopen the claim if notifyed by UAHUL that they are not disputing this.

Regards,

September 27, 2016  

size="3">Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Amanda E[redacted], our Gm for our U-Haul Moving and Storage of Lakewood, followed up on the information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and offered her apology for the break down she incurred and also added that Ms. [redacted] was able to complete her move.  A refund for $370.83 was issued back to Ms. [redacted]’s [redacted] account, which included reimbursement for an adjustment on her rental along with two extra nights in a hotel.  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, Maria P[redacted] Executive Assistant U-Haul International

July 17, 2015

 

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 Western Georgia Regional Office,...

followed up on the information Mr. [redacted] provided. He informed our office our GM for our U-Haul Moving and Storage of Conyers, [redacted], left several messages for Mr. [redacted]. He found no calls into our Emergency Road Assistance line from Mr. or Mrs. [redacted] and the U-Haul equipment was returned within the allowed number of days and miles. A refund for $100 was issued to them by check for any inconvenience they experienced during their move.

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

Sincerely,

Executive Assistant

U-Haul International

September 26, 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 Ontario...

Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund she issued him for $1,194 for the issues he encountered during his rental. She also offered her apology for the inconvenience he experienced.

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 Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that our GM of our U-Haul Moving and Storage at [redacted]. and [redacted]., contacted...

Ms. [redacted]. The Promissory Note for $423.13 has been cancelled. A full refund for the rental will not be issued due to the fact the U-Haul truck was returned dirty, low on fuel, and returned to the wrong U-Haul 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,[redacted]Executive AssistantU-Haul International

October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our President for our Chicago and Chicago Western Suburbs, along with his Executive Assistant, [redacted], followed up on the information Ms. [redacted]...

provided. Ms. Tollstam spoke to Ms. [redacted] and discussed her concerns. She suggested Ms. [redacted] contact her adjuster with [redacted] regarding her check that was issued if still not yet received. Mr. [redacted] also assured our office he would reach out to Ms. [redacted] to ensure her concerns are resolved.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 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]...

[redacted], our Executive Assistant for our San Bernardino regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. He advised him of a refund for $300, which includes $180 that Moreno Valley overcharged on his second truck rental, $50 for the Reservation Guarantee Fee, and $70 to pay for half of the gas used traveling for the first rental attempt.

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