U-Haul International, Inc.

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 24, 2016

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Revdex.com ID#: [redacted]
U-Haul Reference id: 1109093
 
Thank you for your concern for our customer Mr. [redacted].
 
Mr. [redacted] was contacted by Jacob K[redacted], the Area Field Manager, regarding the additional charges on account on 6.5.2016. The additional charges were calculated based on contract terms and conditions. When a local rental is returned to an alternate location we calculate the rate by doubling the one way rate as disclosed on the contract. The charges were calculated correctly therefore no further action is needed.
 
We do apologize for any misunderstanding.
 
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

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 no longer in need of the Revdex.com's assistance. U-haul is going to give me a full refund as of 4/4/14. Thank you for your time.

Regards,

May 6, 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 Central Alabama Regional Office, reviewed Mr. [redacted] recent comments and sent him the following email in response:

Good afternoon, I have contacted UHaul's credit card processing department and was instructed that the $50 did go through. Please give the following tracking number to your institution: [redacted]. Best, Executive Assistant [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

October 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Iowa Regional Office, reviewed the recent information Dr. [redacted] sent your office. She informed our office she spoke with Dr. [redacted] and offered an apology that her concerns had not been addressed and assured her this was not the norm for U-Haul. Ms. Lloyd explained they will take steps to prevent the situation from repeating itself. During their conversation they were able to reach an amicable resolution. Ms. Lloyd has issued a supplemental refund for $816.

As we value Dr. [redacted] as a customer, Ms. Lloyd also sent her a $300 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.

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

June 12, 2016   Revdex.com ID#:...

[redacted]

[redacted]   Thank you for your concern for our customer Mr. **.   Kristel N[redacted], our Executive Assistant for our West Central Colorado Regional Office, followed up on the information Mr. ** provided.  She informed our office Mr. ** was contacted and was scheduled to clean out his U-Box.  She also reviewed his storage account and reversed the payment for June and removed the auto-pay option from the account.  He was assured he would not be charged any additional rent.   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 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Area Field Manager for our West Central Colorado Regional Office, followed up on the...

information Ms. [redacted] provided.  He informed our office he advised Ms. [redacted] her concerns were addressed and a refund for $1,045.25 was issued back to her Visa account on July 6th.  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

March 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

In an effort to bring closure, Judy Soper, our Executive Assistant for our West Texas regional office, issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee 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,

Executive Assistant

U-Haul International

July 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 [redacted] and...

[redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:

Hi [redacted] I have tried to get a hold of you a few times, I know you had said you were going to be out of state, but I just wanted to let you know we have processed an additional refund to your card for the inconveniences you experienced with the shipping of your U-Box. Please email me if you have further questions if that will be easier for you. Thanks!

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 do understand this could be just that one Uhaul location and not a company-wide issue. All other uhaul locations I dealt with were very nice and helpful. The reason I put rejection to this response is: the day I got a phone call from Uhaul and was told a refund will be sent to me. That tone wasn't apologetic at all. I don't want to describe the tone but here is the entire conversation, roughly: my name is xxx I am calling from Uhaul. We will credit $8.xx to you account. Do you have any questions. There wasn't anything about we mis-charged you or I apologize for anything.

February 20, 2015

U-Haul Ref#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the...

information Mr. [redacted] provided. He explained that it was determined the trailer Mrs. [redacted] rented was over loaded and both Mr. and Mrs. [redacted] are aware they will be responsible for fees to transfer their goods into another vehicle and any repairs needed for the U-Haul trailer.

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 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] regional office located...

in [redacted], followed up on the information Mr. [redacted] provided. He informed our office due to any misunderstanding that may have taken place between Mr. [redacted] and our U-Haul dealer, he sent Mr. [redacted] 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

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alabama regional office,...

followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] was scheduled for a 2:00pm pick up. There were two trailers at our U-Haul location. Mr. [redacted] called the location and rescheduled for pick up at 6:00pm and we scheduled him on the later returning trailer. Mr. [redacted] showed up earlier than he had been rescheduled to pick up the trailer but the other trailer was being rented out. Mr. [redacted] stated he did receive an email from Mr. [redacted] and he responded that he would contact him back, however, the Revdex.com file was received in the mean time.

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 24, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Ms. [redacted]...

provided.  She informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s Visa account on July 20th.  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 forwarding Ms. [redacted]’s concerns to our office.Moving Help advised our office they corresponded with Ms. [redacted] about the charges on her credit card. Additional information was obtained from Ms. [redacted] and she was advised information was faxed over to her bank.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 find that this resolution would be satisfactory to me.  U-Haul honored their internet promise and refunded the $50 back to me.  I am happy with the final outcome and I 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.Contrary to your previous communication -this situation has not yet been resolved. On Tuesday 7/15/2014, I spoke with a colleague of [redacted] in the Corporate Office by the name of '[redacted],' who assured me that the refund had been processed on 7/10/2014; she stated that the refund would be in my account within 5-7 business days. Today (7/21) is the 8th business day and there is still no refund. When I called in to the office, I again spoke with [redacted] -who stated that she "could not find" my objection. After keeping me on the phone for several minutes, she finally found the objection; when I expressed my irritation at another *broken* promise / guarantee, she started to give me attitude about -verbatim: "you can either keep on telling me how ridiculous I am or let me call the credit card processing unit." Staggering level of incompetence on her part aside, I have no idea why U-Haul seems to be so unbelievably inept and following through on anything -at this point, I have zero confidence that anything will be resolved. [redacted] said that following up on this complaint was useless since "[she] would just get it anyways." What an embarrassing way to run a business -and an even more shameful way from a corporate representative of dealing with customers who have every right to be upset. 

Regards,

October 3, 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 Northwest California Regional Office, followed...

up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a return call to personally address her concerns. Ms. [redacted] confirmed Ms. [redacted] placed her order on line for her movers herself. She relayed she would be more than happy to refund the $100 for her delay but would not be able to refund for any additional cost incurred with her moving helpers. The refund was issued back to Ms. [redacted]’s Visa 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

April 19, 2016

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

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

Rod T[redacted], our President for our Georgia Northeast Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Good Afternoon, This is Rod T[redacted] with UHaul Company just wanted to follow up about a concern that you had at one of my locations can you please call me at [redacted]. Thanks

Mr. T[redacted] also relayed he left several messages requesting a return call and hopes to hear back from Mr. [redacted] 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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

Please notice, I do not use any names or the names of retailers that I've dealt with.

In July, my son and I rented 3 Uboxes from U-Haul. The boxes stayed in storage facility for about three weeks while I sorted my living situation in NJ. My sister and emptied two Uboxes and left the last box until was able to come to back to VA to retrieve my items. Thus far, my experience with U-Haul was great until the beginning of September, when I made an appointment to get my items from the last Uboxes. Here's when my troubles began:

On 2 September 2016, I made several calls to Uhaul, in attempt to make an appointment to clear out my last Uboxes. I made several calls (the first two calls were from my tablet), until I finally reached a Customer Service Representative (CSR) on my third attempt using my cellohone. The CSR was helpful and told me I needed to talk to Scheduling to make an appointment for Ubox and transferred me to Scheduling. I am not sure what happened, but the phone call looped me back to the recording that is heard when first call U-Haul. Again, I followed the phone prompts so I talk to a CSR. I waited 5 to 10 minutes before I decided to hangup and try again. On my forth call, I was able to reach the same CSR who spoke with on the previous phone call. She apologized and explained why the phone call looped (when CSRs are busy on other phone calls). She attempted to transfer my call over to Scheduling and was connected to another CSR. Apparently, I was transferred to another department. This CSR suggested I call the actual facility where the Ubox was stored for assistance. I don't remember if she gave me the number or not, but I did follow her recommendation

My fifth phone call was to the actual facility. I got the recorded message to follow the prompts and got another CSR which tried to connect me to Scheduling but ended up transferring me to a U-Haul CSR in Woodbridge (which is NOT where Ubox was stored). This CSR was quite helpful. Not only did she help me with the Ubox appointment, but assisted me with my truck rental. Provided me with the option to have Ubox shipped to me (found out it cost over $600, something I couldn't afford, so I opted to rent a truck get my items). I wanted a same day appointment so I could get an early start to VA. This CSR did an outstanding job. The appointment was made on 2 Sept to pickup 15" truck at a location in Pemberton, NJ (guess there was no trucks available where I lived in Browns Mills). My appointment for 2 or 2:15 pm (don't remember).

Arrived at my appointment a little early, only to find that U-Haul Representative had left for an appointment and would not be back until after closing. The person that own the garage offered locations, so now I find myself without a truck despite making this appointment. I passed by two other locations in Browns Mills (no 15" trucks in view), before finally stopping at location near my home. I explained my story to retailer. The retailer made a call to U-Haul, explained my situation, told me how may miles I was authorized and the cost. The retailer was also extremely helpful about helping find another truck. The truck was located Lumberton, NJ. Not to far from home. The retailer told me upon leaving the the establishment, that all I had to do was give the my cr to the other retailer and that should be it. I was quoted an initial price of $171.00 (given 480 miles, additional mileage was .40 cents per mile) and of course I expected additional cost because of the mileage, but nothing outrageous.

I finally arrived at U-Haul retailer in Lumberton, a little late, but got the truck and paid the $171.00. The retailer at this location asked me if I was returning the truck to his establishment and I said yes. He gave me my contract and NOTHING else was explained. I got up the next morning, drove down to VA, remove my items from the Ubox, drove back up to NJ. Unloaded the truck, cleaned it out and returned the truck to the retailer after hours.

Monday morning (5 September), I get a call from my sister stating that the retailer was trying get in touch with me. I checked my cellphone apparently, I missed two of his calls, so promptly returned his calls. He stated that I owed U-Haul over $600 because it trip was over in mileage. I was livid. How was I over in mileage? I told the retailer that was not part of contract and that I was going to call U-Haul Headquarters. The retailer explained that he would call Headquarters and he call me back with an answer. Later in the day, I got a call back from the retailer stating that U-Haul would call me back in 48 hours to resolve this issue. I thanked him and hung up.

Two days later, I missed two calls from the Field Servicing Manager for the area where I lived. I was not able at time to return his call that day. When I was able to call (two days), I wished I had not of called. The Field Manager explained that I did owe this money because I should have returned the rental truck to retailer in Browns Mills, not Lumberton. Once I returned the truck to Lumberton, it made the trip "around trip", which increase the price per mile ($1.84) and apparently shorten but my distance allowed per trip. I explained that NOONE explained that PORTION to me, I was told "it's in the contract". In fact, that was pretty much how the rest of our conversation proceeded, "it's in the contract". Furthermore, the manager stated that once it is in the system, it could not be changed. I concluded our conversation by stating that would never rent from U-Haul again and that gonna tell EVERYONE I know about this experience. I was loyal customer of U-Haul until this incident. Now, I am stuck with an $699.00 bill that I can not afford to pay and no satifaction.

I am VERY UNHAPPY. Here's why:

For the more than one phone I had to make to U-Haul to get Ubox appointment scheduled.

For going to a retailer in Pemberton (where my original appointment was scheduled) not being there for the appointment and was unable to assist me.

For the retailer in Lumberton because he SHOULD have told me NOT to return truck back to his establishment or explained the consequences.

For the Field Servicing Manager because he did not call to help resolve the issue.

Finally, I am unhappy with myself because if I took two minutes to read the contract, I would've known not to return the truck to Lumberton.

Never again.