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.
Greetings!
I filed a complaint against U-Haul in December and have been speaking with [redacted], the Executive Assistant for the Western MA and VT regional office. I spoke to her Friday, December 27th, explained our case again, and e-mailed a list of items broken in our move, and she told me she would follow up with me at a later time. 
I called the following Friday, January 3rd, at 10:12am, after hearing nothing from U-Haul, and was told [redacted] was out of the office but would be returning. I left my name and phone number and did not receive a call in return.
I called again today, Monday, January 6th, at 10:10am, and was told that [redacted] was on another call. I again left my name and phone number and waited. I called again at 11:20am and [redacted] answered the call. I asked the status of our case and she said she would "e-mail over some forms" and that would let me know the next steps to take. She said the forms would be over within five minutes. It's been 17 minutes. 
Revdex.com has my case listed as closed and resolved, although U-Haul has not offered an "appropriate resolution" as they stated they would. Instead, I don't get my calls returned and get blown off when I do manage to contact Ms. [redacted].
I know that I'm a small fish in a big, murky corporate pond and although my case may seem insignificant, I feel like I am owed a complete refund for lack of services, theft of our belongings (three ratchet straps), and damage to several of our other belongings. 
Please help me.Sincerely,[redacted]

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,

August 8, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer, [redacted]. [redacted] the Traffic Control Manager of [redacted] informed us a total refund of $146.88 and the reservation guarantee of $50.00 were credited to [redacted] card...

today.

The credit should appear on [redacted] 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,

U-Haul Executive Assistant

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 am not  satisfied with with the response that uhaul has given. Basically they are saying , I am "GUILTY" by association. These people know me. They know my face. I am in their computers because I'm always there Renting trailers from them. I have a lot of customers that I have been doing business with for years. The same as I've been doing with Uhaul. I have never been held liable for anyone's actions but my own. As I told the gentleman I spoke with on the p hone before we got disconnected (I did not have a number to reach him back. nor did I have time to find a number and wait on hold for anyone to figure out what I was talking about.) I was a hired help. Hired to load a truck for someone to move. This is nothing new. This is what I do during my business slow periods. If  uhaul decided to allow this person to rent a truck from them. How is this my responsibility? As I stated in my previous complaint. I did not sign a contract with uhaul on this day nor did I agree to be put on a contract that be[redacted]ed to someone else. So  I ask Again...How and why am I liable for this and not the person that  uhaul has allowed to sign and agree to a contract with? If this is the case... why am I not liable for everyone that has not  fulfilled their obligations to uhaul. Especially if they continue to say that I am "Guilty By Association." They might as well put my name on every contract of every customer that I've been hired to load up.So no this response does not satisfy me

Regards,

September 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our Western New York Regional Office, reviewed the recent comments from [redacted] and sent her the following email in response:

Good morning [redacted], I am writing in regards to your recent letter to the Revdex.com. I have rediscussed your situation with our Marketing Company President and our resolution still stands. I do apologize for all the issues and inconveniences associated with this rental. On 8/4/2014 you called and spoke with a Customer Service Representative requesting that more than just the $50.00 Reservation Guarantee be provided, you were requesting that some of the moving help cost be covered by us as well. On 8/6/2014 you advised Area Field Manager [redacted] that you wanted $50.00 plus $210.00 for movers. On 8/25/2014 I left a message advising I would honor that request and when I did not hear back from you I processed that refund on 8/26/2014 and sent you and email in regards to it. Your original request from 8/4/2014 was honored. In regards to the issue with the length of time it took to get a receipt, I do apologize. As I did advise the dispatching location did make an accident and put the wrong truck on the contract however the receiving location could still have closed this out and provided you a receipt. I am not "passing the blame"on Queensbury as you indicate in you letter I am simply stating the dispatching dealer is not at 100% fault for them being unable to close out the contract and provide you a receipt. You were not overcharged for this and ultimately you did get a receipt, I am sorry for the length time it did take for you to receive that receipt. Ultimately you were able to complete your move and we did provide a refund for the issues caused. We are considering this resolved on our end. I am sorry about the leak in your storage unit, as I have no authorization in that area of New York I cannot open an insurance claim nor resolve that issue for you. However, I can put you in contact with the office that can if you need assistance with that. Once again I am sorry for the issues associated with this rental. Please let me know if you need to be put in contact with a representative in U-Haul of Eastern New York. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [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

March 24, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] South and SW Suburbs regional office, followed up on the information [redacted] provided. She...

informed our office [redacted] secured her truck rental at her desired pick up location this morning.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

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].

Gavin Long, a Customer Service Agent, followed up on the information Ms. [redacted] provided.  He spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee along with a refund for the extra day charge in the amount of $50.31.  The refunds should post on her next Visa 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
Tell us why here...

[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]1, 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.

First of all I do NOT appreciated being contacted by the very person I named in my complaint!  [redacted] is in fact who hung up on me during this messy situation and to have her call me telling me she received my Revdex.com complaint and wasn't going to offer anything more than the $50 refund (laughing in her voice mail she left on my phone) GREATLY upset me! She has been manipulating this situations from the start.  She HUNG up on me leaving me without a truck and there was NEVER ANY WAY SHAPE OR FORM OF AN APOLOGY (she was laughing at me on her voice mail, LAUGHING!!!!!)  I absolutely disagree 100% that there was "other options"  I reserved a 26 ft truck along WITH your LARGEST trailer to pull behind and I was offered a 20 ft truck with a trailer.  If a 20 ft would have been big enough then I would have reserved a 20 ft not a 26 ft.  All of my stuff didn't even fit in your biggest truck with your biggest trailer and she wanted me to take a smaller truck.  I reserved a 26 ft truck and I NEEDED a 26 ft truck and according to [redacted] the ONLY 26 ft truck I could get was in Saluda, VA.  <I DIDN'T ACCEPT the offer I had NO OTHER CHOICE!!!!!  I had to be out of that house WITH MY STUFF the next day.... What offer????  What other choice????  This letter imply that I had choices and offers and just rejected them.  I did what I had to get the 26 ft truck I RESERVED and it cost me A LOT of money and 5 hours of my time and my friends time.  In Lee's voice mail she left me she was sure to tell me that the drive was 105 miles not 135 miles because someone sitting on their butt in a office knows HOW FAR I DROVE!!!![redacted] has been nothing short of an offensive manipulating this situation to make herself look good, refusing me to speak with her boss about her UNPROFESSIONAL behavior, then having the nerve t leave me a voice mail LAUGHING telling me how far I drove and that nothing else would be done.  Uhaul is showing to be the worst company I have EVER dealt with and this "kind letter FULL of BS" is just the icing on the cake!

Regards,

The response is very vague and does not clarify any of my doubts about the charges:
1) They sent someone to go pick up the trailer once I had already agreed to go pick it up myself, I only failed to do so when they told me not to go because they had already sent someone. They did not tell me how much they would charge me for that, nor did I authorize it.
2) They said they would send me the recordings of the conversations, which they never did.
 
3) They said the president (john) would call me to deal with me personally and try to reach an agreement, he never did, instead they charged my card with an excessive towing fee and seven days extra rental with no warning.
 
4) I still don't know why I was charged the rental for 7 additional days, even when they said it would be only until the day the incident happened. Even if they had charged the time they took picking up the trailer, that trip never takes more than 2 days, not seven.

pursuant to our conversation on 10/13 this issue was forwarded to aor corporate office in Phoenix, Az and their finding was that that all charges are accurate

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Thank you

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up...

on the information Mr. [redacted] provided. He informed our office he made two separate attempts to reach Mr. [redacted] but had to leave a message both times leaving his cell phone number but has not received a return call. Mr. [redacted] will email Mr. [redacted] to advise him of a refund for the $50 Reservation Guarantee Fee along with his apology and a receipt for the credit.

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 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our L[redacted] Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted]...

was given an opportunity to obtain his personal paperwork before the auction but he did not know where in the unit it was. Ms. [redacted] did hear back from the auctioneer who was in touch with the person that bought the unit in question and relayed they did have items for Mr. [redacted]. Ms. [redacted] will be in contact with Mr. [redacted] when these items are brought back to U-Haul and when he can come to retrieve them.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

August 21, 2014Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He advised our office he left a...

message for [redacted] requesting a return call. He also explained he was unable to see any charges for [redacted] and no order has been sent to our U-Haul Center. The amounts may have only been holds on the credit card account that will drop, if not already. [redacted] can contact [redacted] to discuss further if necessary.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

April 28, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customer Mr. [redacted].
 
Casey C[redacted], our GM for our U-Haul Moving and Storage of Downtown San Francisco, reviewed the recent comments from Mr. [redacted].  Our records still only show the one charge for $363.03 from our U-Haul Moving and Storage of Downtown San Francisco.  We have no record of receiving copies of a double billing or snapshots of the charges from the Revdex.com or Mr. [redacted].  Moving Help also never confirmed they had a charge in addition to the charge from U-Haul Moving and Storage of Downtown San Francisco.  As stated in my previous letter, unless Mr. [redacted] is able to provide proof, such as a copy of his credit card statement, we are unable to cancel the billing or issue a refund.  He can provide that information to Casey C[redacted].  She can be reached at [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,
Maria P[redacted]
Executive Assistant
U-Haul International

July 6, 2016
 
Revdex.com ID#:  [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
We have contacted our credit card processing department and found the transaction went through to card ending 9287, on 5.28.2016 under trace number: [redacted]. Mr. [redacted] should reach out to them and provide the trace number so they can track the transaction.
 
When conflicting information is presented to us regarding claims of damages, and or cleaning fees we carefully consider all sides of the dispute. At this time we believe the charges for cleaning were warranted, and the equipment did need cleaned prior to the next rental, in so those charges will stand.
 
We feel we were considerate of the dispute when damages to our equipment were waived and the scheduling issues were compensated for.
 
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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

Our records indicate the $50 reservation guarantee was refunded to [redacted] on 8/7.

The credit should appear on her next credit card statement.

We truly...

apologize to [redacted] for her recent experience with our company.

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, [redacted] Executive Assistant

U-haul International

August 18, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted]...

[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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.According to the response from U-Haul, both of these actions below have already taken place yet I do not have the email or the refund.

1. An email with an apology for the trouble our truck caused advising me of a $50 refund to my credit card.

2. A $50 refund to my credit card.

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,