U-Haul International, Inc.

May 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Our records indicate two separate refunds for $7 each were issued back to Ms. [redacted]’ [redacted] account on May 14th 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,[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 appear below.Hello,

As I told the U-Haul representative over the phone, the refund of the one extra rental day was no longer acceptable as a satisfactory resolution. I already asked for the refund, as I was told I would not be responsible for the extra day, and was refused. U-Haul was given every opportunity to refund this amount to me (which, by doing so now they're admitting was owed in the first place), and did not do so until I filed a complaint. My complaint clearly stated a satisfactory resolution was a refund of all charges from U-Haul, not just the one extra day's charges which they previously had the opportunity to refund but denied.

Again, this is not only to cover the amount that I was told I was not responsible for, but also all the surprise charges that were periodically racked up against me with no notice and no evidence, as well as the many lies I was told, and the confusion I received by having no explanation for the many surprise charges.

I did not in any way decline the discount certificate. I very specifically told the representative to send it, he did not.

While not admitting to it, I'm also not at this point denying having a parking violation ticket written in my name. I bring it up to point out my frustration, as I never received a ticket, was never told by u-haul I had a ticket, did not park illegally, was told no one knew why my account was charged (which later turned out to be for the ticket), and was never given any proof of the ticket. I find it unlikely I was ever issued a ticket but was not given one. I was given and still have no method to fight it or defend myself, only a surprise charge from U-Haul.

Obviously this is terrible business practice, and was immensely frustrating. That, along with the other issues, hassles, unfair charges, surprise charges with no explanation, and blatant lies, are why I am asking for a full refund on all charges made by U-Haul.

Regards,

October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our Mississippi Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he personally spoke to...

Mr. [redacted] after his rental.  Mr. [redacted] apologized for any rude treatment he experienced and offered to send him a $50 VIP Certificate to help offset the inconvenience he incurred.  Mr. [redacted] accepted the resolution.  Mr. [redacted] then called our Regional Office and filed a complaint. Mr. [redacted] spoke to Mr. [redacted] again and Mr. [redacted] relayed he had no intentions of using U-Haul again.  In an effort to bring closure, Mr. [redacted] offered to issue a refund for $50 in place of the VIP Certificate and would speak to our U-Haul employee to take corrective action as needed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  Mr. [redacted] stated he wanted to be involved with action taken against our employee.  Please be advised, any action taken with our employees are kept within the company.  Mr. [redacted] did not find any issues with the truck Mr. [redacted] rented and it continued to rent without incident.As we value Mr. [redacted] as a customer, Mr. [redacted] sent him 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.  Monetary reimbursement is not warranted.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

Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] and the [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for $24.78 as...

requested.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

I reserved a 26' truck online over two weeks before I needed it. The reservation was confirmed and there were no signs that anything was wrong. The day before I was scheduled to pick up the truck, I received a call that the uhaul location did not in fact have a 26' truck and they wouldn't have one for the foreseeable future. The only truck they had available was a 17' truck AND it was only available at a different location. How in the world does this company think that it's okay to tell you ONE day before you have a scheduled and confirmed move that they don't have a truck big enough to move everything you need, and the only one they have is only half the size??? Why was I not notified of this sooner. Now it is too ate for me to schedule something else. Your $50 guarantee doesn't really do anything to help my moving issue. This is absolutely ridiculous and a terrible business practice. Do you not understand how the messes with people's lives. I should have been contacted immediately after reserving the truck, or at the absolute minimum a week before the pick up date. ONE DAY? That is absolutely ridiculous. I will never use uhaul again and will make sure to tell anyone and everyone about your terrible business practices.

We as well as many of our friends, also veteran couples and their families relocate quite a bit around our beautiful country.  After completing University in AZ our plan is to relocate out of state to seek employment opportunities elsewhere.  It is apparent and obvious that this business does not support the military nor students particularly after I spoke with the corporate office this past summer, I was specifically told that they were in the process of crediting our credit card to reflect military and student discounts.  This never happened, therefore a company who is not loyal such as yourself and who does NOT stand by their word will no longer be receiving business from us and our many friends...We will boycott your business effective immediately and seek professional movers via other sources such as our university.  Your business lost loyal customers!

August 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted]...

provided.  He informed our office he left a message for Ms. [redacted] explaining he issued her a refund for $25 back to her Visa account.  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

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. He informed our office he spoke to Mr. [redacted]...

and offered his apology for the inconvenience he experienced. He also explained we would pay for the damaged table and take care of the moving help to deliver and unload Mr. [redacted]’s U-Box.

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.My husband and I were given incorrect information by the original renting facility in Puyallup, WA. The employees stated that if we needed to change our rental from in-town to one way that was fine and all we needed to do was pay a per mile charge when we arrived at our destination. U-Haul has not once followed up with those employees so not only has it caused us a huge grievance, but they are being allowed to continue to lie to other customers. Not only is this unethical, but it's a bad business practice that is extremely costly to other customers. U-Haul's trucks are clearly not fit to be on the road. The first truck we rented made it 5 miles before we had to return it and there are countless reports by other customers and highway patrol officers giving accounts of horrific accidents due to U-Haul's negligence. When will this stop? I did not pay U-Haul the $1200 charge because we were instructed to pay when we arrived at our destination, and because after watching my husband almost drive off a cliff and die because U-Haul fails to maintain their trucks, I didn't feel I should be asked to pay for a truck that had no business being on the road. The very least they could do is give us a free rental. U-Haul's solution to this issue was for us to pay $1200 and they would provide a moving crew to transload the truck or pay us $500 to do the work, or tow the truck to Bozeman and put our belongings into storage entirely at our cost. What kind of solution is that? U-Haul also tried to take the money out of our account without our permission. I foresaw this happening and withdraw the money before they could unlawfully do so. When I spoke to [redacted] with media relations, we reached an agreement that our rental truck would be provided for free and we would receive a moving crew or $500 to do the work. The supposed breach of contract had nothing to do with this agreement. After U-Haul failed to provide a moving crew, we were forced to do the work ourselves and now they are breaking their promise by not paying us what's rightfully ours. After waiting two weeks for payment, I was told by media relations that [redacted] had denied our claim and it was out of their hands. I was given her phone number, which was incorrect, and given a 2nd number but have been unable to reach her. She's been dodging the issue-or should I say her secretary has been dodging it for her. She claims that Kim is never in the office (she's out in the field 100% of the time), she doesn't have a voicemail, doesn't have an email, and she won't give me an address to mail a letter. What regional manager for a major company in 2014 doesn't have an email address? This is yet another blatant lie on U-Haul's part. Not only did my husband almost die, but we lost thousands of dollars in lost wages by being stranded in Missoula, MT because of a poorly maintained truck, and another $10,000 or so of damaged goods. This is our life and U-Haul continues to abuse their customers and get away with it. It's such a huge issue that there are websites dedicated to sharing U-Haul horror stories and how to file a lawsuit against them. U-Haul has the worst customer service I've ever seen and absolutely no morals. They are a disgrace to legitimate businesses everywhere and need to be shut down before another person dies due to their negligence.

Regards,

December 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our Equipment Recovery Department followed up on the information Mr. [redacted] provided.  Mr. [redacted] was originally charged for two tolls from Toll-By-Plate at...

$1.96 each toll plus the $5 administration fee per contract for any tolls that are received by Equipment Recovery.  We just received billing from Miami-Dade Expressway (MDX) for 6 additional tolls.  Since Mr. [redacted] already paid the administration fee, the balance for the DMX tolls due is $6.24.  We bill our customer as soon as we receive billing from the jurisdictions, but because it was two different tolling agencies, we were billed at separate times.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

September 14, 2016   Revdex.com ID#:  [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Steve B[redacted], our Program Manager for Customer Service, reviewed Ms. [redacted]’s recent comments and sent the following email in response: Mr. [redacted],   I apologize for not getting back to you sooner, but I have been reviewing the documents that you provided.  While filing claims with the Revdex.com and small claims court is your prerogative, I hope the conclusions that I have found may cause you to reconsider those actions.  In a like manner, I have reconsidered my previous assertion that your bank should take action to remove the NSF charges, as further inspection has demonstrated that they were completely within their rights to charge your accounts as they did.  The notable consideration is that all of this happened without any involvement or interference in your account by U-Haul or the hold made on your account. My analysis is in the attached document. In conclusion, I do not see that U-Haul has responsibility for the NSF charges that were applied to your account.   In the spirit of Customer Service, I do apologize for the inconvenience that this has all caused and I would like to offer you a $50.00 VIP Certificate that you can use for any future rental or purchase at any U-Haul location throughout North America. --Steve B[redacted] Customer Advocate/Program Manager   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

May 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the $100 refund to Ms. [redacted] account did process. However, I erred in relaying a VIP Certificate for $100 was also issued to Ms. [redacted], when in fact the correct amount was $40. In the interest of customer good faith, I went ahead and sent Ms. [redacted] another VIP Certificate for $60 due to my error and apologize for the inconvenience this may have caused.

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

December 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office that him and his staff have corresponded with [redacted] by email on several different occasions. [redacted] sent the following email to [redacted] recently. Please be advised our decision in the matter remains the same.[redacted], first I will inform you that [redacted] is actually [redacted] and she is still employed by U-Haul. Secondly I instructed [redacted] not to print off all those receipt and to direct you towards U-Haul Premier Storage Account on line so that you could at your leisure go through your ledger. It is not our position to find out every customer personal financial circumstance or how they will be paying, we have late fees for a reason. I will caution you on your threat of [redacted] This Week and The Standard as this could be considered slander, please also be advised [redacted] now feels you are harassing him (bill [redacted]). At this time I will advise you there will be no further discounts or refunds. I will once again tell you [redacted] is not going anywhere and if these action continue I will have no choice but to send you an eviction notice from our facility. Thank you [redacted] President [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,[redacted]Executive AssistantU-Haul International

October 2, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted]   Shawn W[redacted], a Senior Customer Service Agent, followed up on the information [redacted] provided.  Shawn contacted [redacted] via email and by phone and advised him of a refund for the extra day charge, or $59.34, along with a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  The refund should post on [redacted] next Master Card credit card statement.   Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.   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

I made a reservation over 2 months ago for a 26' truck for an out of state move. Less than 24 hours before I was supposed to pick it up they call me and let me know they have nothing in state to give me. Never rent from them. They do not keep reservations and do not care about helping you.

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office.[redacted], a Claims Adjuster for [redacted] Insurance Company, followed up on the information Ms. [redacted] provided and sent her the following email in...

response:Good morning Ms. [redacted], I have received notice of a Revdex.com complaint you have filed with regards to the above referenced loss. I have reviewed our file as well as your complaint. I attempted to contact you today to discuss the resolution of this matter at ###-###-####, I did receive your voicemail, but unfortunately, your mailbox is full and I was unable to leave you a message. As we have previously discussed, the main issue that arises with regards to your claim stems from the fact that some of the damages being presented were not related to this loss. Our investigation was able to uncover photographs of your property on line that were taken prior to 10/13/2013, which clearly show the stone wall in question as already damaged in the same manner as the photographs you provided. The damages to the chain link fencing that runs adjacent to the stone wall is being claimed at a full value replacement for 13 linear feet of fencing as well as all posting and other related hardware. This was also found to be beyond the scope of any damage that may have occurred as a result of contact with the claimed U-Haul equipment. Therefore an offer of resolution was presented for $500.00 as an appearance allowance. We did increase this offer to $750.00 in our conversation of august 27, 2014.. In an effort to resolve this matter in good faith, U-Haul has agreed to offer you the full replacement value of the chain link fence in question per your estimate of repair - $1,175.00. The damages to the stone wall have been denied as prior, unrelated damages to this loss. Please contact me as soon as possible to confirm your acceptance or declination of this offer. If you would like to discuss this matter further, please contact me directly. You may also simply reply to this email if that is a more convenient means of communication for you. I look forward to your response and the resolution of this matter. Sincerely, [redacted] Claims Adjuster II [redacted] Insurance Company [redacted], [redacted] ###-###-#### Fax ###-###-####Ms. [redacted] replied to Mr. [redacted]’s email relaying she will accept the settlement he offered.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 Ms. [redacted].[redacted], our GM at our U-Haul Moving and Storage at [redacted]., followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but the call went directly to her voicemail. He left a...

message explaining he issued her a refund for $70 as requested. She should receive the check for $70 within the next 10 business days.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 continued concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Mr. [redacted]’s recent comments to your office. In an effort to bring closure, a refund for $314.75 will be issued to Mr. [redacted] in the interest of customer good faith.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

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and Mr. [redacted] will be going into his store for the...

refund.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 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted] and [redacted], whose name is on the rental agreement.   Arthur V[redacted], our Area Field Manager for our Southern Colorado Regional Office, followed up on the information [redacted] provided.  He informed our office he spoke to Ms. [redacted] and explained there were no discrepancies at dispatch and he found no record of a call into Road Assistance for help during their move.  Our receiving location also found no issues with the truck, therefore, no discounted rate was issued.    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