U-Haul International, Inc.

June 24, 2016

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Revdex.com ID#: ID#: 11504891 - [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted]
 
After researching we found the customs paperwork submitted by Mr. [redacted] was submitted with errors. U-Haul was unable to ship his items until this paperwork was corrected. We reached out to Mr. [redacted] and he was able to correct the paperwork so shipping could commence.
 
We apologized to Mr. [redacted] and offered to cover the final delivery expense, after his U-Box arrives at its final destination, as a courtesy. Mr. [redacted] is happy with the resolution and understands what caused the delay in shipping.
 
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

July 31, 2014Revdex.com ID#: 10122035U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Please be advised that a file was generated in our Customer Service Department for Mr. and Mrs. [redacted] on May 6, 2014 when we were first made...

aware of their concerns. On June 10th a Supervisor with [redacted] Insurance Company advised our office that on May 3rd Mrs. [redacted] reported a tire blow out on the U-Haul trailer and caused her to lose control and hit a guardrail. [redacted] was not purchased and lessee confirmed they received the Users Guide and the Document Holder. A weight ticket from [redacted] showed the weight of the loaded trailer was 4,720 pounds. Maximum gross weight of the trailer is 4,407 pounds. The signed contract states customer agrees they must not exceed the recommended allowed cargo weight of 2,056 pounds. [redacted] has a repair statement from U-Haul showing the wheel was repaired on March 19, 2014. The writing on the wheel was not removed before the trailer was rented out. [redacted] sent out an engineer to look at the trailer. No problems with the wheel were found. The engineer reported the wheel moves freely and the bearings are fine. The Police Report that was done at the time of the incident was reviewed and the officer noted it was his opinion that the trailer tire blew due to the impact with the guardrail and the combined weight of both the towing vehicle and the U-Haul trailer was the reason why the driver of the vehicle was unable to maintain control, causing both to crash into the guardrail. A copy of the Police Report was emailed to [redacted]. The tire and rim were inspected before returned from the service provider and found the tire was flat only and not blown. Most recently [redacted], our Executive Assistant for our [redacted], sent an email to Mr. and [redacted] advising them any further discussion regarding their concerns must be done with [redacted] Insurance Company.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.[redacted] did just reach out to me and she stated, "it could be close to the end of year before I can we can get a quote for you".  So on top of the six months I have already been paying for additional storage they want to keep me hanging for an additional two months with no answer.  I feel this is just an attempt to get me to close my Revdex.com case.  I am still having the same problem they are holding my items hostage, charging me storage fees and not giving me any hopes that this matter will be resolved in the near future.  I need them to provide me with a reasonable quote now with a ship date.  Or I need them to return my ubox to my family's home and refund me for the past six months of storage fees.Thank you so much for your help Revdex.com, they only reason they have responded at all is because you intervened.  I felt helpless before I decided to seek out your assistance. Sincerely,

December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Chelsea K[redacted] in our Equipment Recovery Department reviewed Mr. [redacted]’s recent comments to your office.  She sent him an invoice of the toll charges and asked him to call her direct if he had questions regarding the invoice.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

June 19, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Missouri Regional Office, followed up on the information Mr. [redacted]...

provided. He informed our office he contacted Mr. [redacted] and was able to reach an amicable resolution. A refund for $300 was issued back to Mr. [redacted]’s [redacted] Card 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

June 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Kevin N[redacted], our President for our Missouri Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he spoke to Mr. [redacted] and could not verify why his appointment was documented wrong.  Mr. [redacted] will send his receipt for the hitch he had installed at a different location for reimbursement.   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

June 6, 2016   Revdex.com [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Cheryl M[redacted], our Executive Assistant for our Southern Atlantic Coast Regional Office, reviewed Mr. [redacted]’s recent comments.  She mentioned all her calls to him go directly to his voicemail.  Her requests for a return call have not been returned.  Ms. M[redacted] also relayed she searched the credit card listed on the contract and the only charge is for the rental of the trailer.  His name was not located in E-Alert and was able to rent within a few minutes after getting the E-Alert message, which indicates there was an error.  She wants to speak to Mr. [redacted] and search for any further charges.   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

November 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our Fort Lauderdale Regional Office, reviewed Ms. [redacted]’s recent comments.  He advised our office [redacted] Insurance Company did a thorough investigation by conducting a light test and found no holes in the truck.   He stands by their decision to deny Ms. [redacted]’s claim.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

U-Haul really let me down today. I made a reservation, I paid a deposit to guarantee the reservation, I completed the online check in to complete the pick up documentation but I did this all for nothing. If they don't have a unit they should tell me right away so that I can make appropriate arrangements but instead they failed. Now I'm screwed. I can't believe they wait until 10 minutes before my scheduled pick up to call me and tell me they don't have a unit. This is their core business and they failed! All they can do is say "sorry". They made a promise and they didn't keep it. After calling customer service they said "sorry" nothing she could do except give me another phone number. I called that number and the lady said "sorry" nothing she could do and gave me another phone number. Now I can't call that number because they are not open yet. I told them I have a guaranteed reservation and she told me that the fine print says they don't guarantee the location. I said fine, I'll pick it up somewhere tell me where. So they gave me another phone number. I am so irate! I still don't know where to pick up my unit and there is nowhere else I can call until some other office opens later today. All they can do is say "sorry". How can they get away with this? So here I am, trying to make a formal complaint at the Revdex.com. I've been screwed over by the big guys and since I'm nobody, it doesn't matter.

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the recent comments from Ms. [redacted].  She reiterated to our office that [redacted] settled the claim already.  If Ms. [redacted] wishes to pursue any further, she would need to contact her adjuster or a manager for [redacted] Insurance Company.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

October 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. Pettit.Erika Ar[redacted], our Traffic Manager for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided.  She...

informed our office she left a message for Mr. [redacted] to contact her back and also issued him a refund for the $50 Reservation Guarantee Fee.  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

April 7, 2016

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Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customers Mr. and Mrs. [redacted].
 
Tom Snell, our Executive Assistant for our Rhode Island Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office our Traffic Manager reviewed the online price of equipment on the actual day of dispatch.  The rate was lower than the quoted reservation previously made.  A refund for $581.50 was issued as an adjustment and should post on their 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
Tell us why here...

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $329.70 was issued back to Mr....

[redacted]’s [redacted] account on June 27th. 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

June 16, 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 U-Haul Company of Gulf...

Coast regional office, followed up on the information Ms. [redacted] provided. She relayed that our GM of our U-Haul Center contacted Ms. [redacted] and offered an apology. Ms. [redacted] was also offered movers to mover her belongings to her home.

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

August 17, 2015
Revdex.com ID#:[redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. and Mrs. [redacted], our President for our Western Georgia Regional Office, reviewed the...

recent information Mr. [redacted] provided.  His office contacted Mr. [redacted] and advised him of a supplemental refund for $400 as an adjustment on their rental.  
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 yet my complaint.  Final acceptance will depend on conditions discussed in the attached letter  For your reference, details of the offer I reviewed appear below.

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr.

[redacted].

[redacted], our Executive Assistant for our

Boston regional office, followed up on the information Dr. [redacted] provided. He

sent Dr. [redacted] the following email:

Good morning Dr. [redacted], I am contacting

you in reference to a claim that was brought to my attention. I want to

apologize if you felt as though our location at [redacted] treated your

unfairly or with disrespect as this isn't common practice from any of our

general managers and/or theirs staff. Currently the two employees you have

spoken of are no longer at this location. So I will apologize in their behalf.

I have gone in an waived the $50 lien fee on your account and also as a

courtesy I am waiving $69.95 for the month of November. As of right now you owe

$71.90. I also wanted to take the time to explain our policy. Your alternate

contact will continue to be contacted as long he is listed on the account. This

can't be changed as we have to have a second point of contact in case of an

emergency, second contact, and gets all correspondences needed. If you would

like to change your alternate contact we can most certainly change. I am sorry

you feel as though this is harassment but this is the protocol we use to get in

contact to our customers. Again, I apologize for any inconvenience this may

caused if there is anything I can do for you feel free to contact me directly.

[redacted] Executive Assistant U-Haul Company Boston [redacted] ###-###-#### - office ###-###-#### - toll free [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

September 11, 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 Long...

Island Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. She also advised her of a refund for the Tow Dolly fee in the amount of $236.80. The refund was should post on her 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,

Executive Assistant

U-Haul International

August 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
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 she left a message for Ms. [redacted] explaining she can refund the cost of the trailer since she did not obtain the requested 26-foot truck.  She also mentioned we could have given them a trailer at no cost, therefore, she feels it is only fair that she refund the cost of the trailer, or $274.32. She hopes to hear back from Ms. [redacted] soon if not already.
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 9, 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 Mississippi...

Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Ms [redacted], I have attached the letter stating it was an error on our part regarding the spelling of your name. Also,your receipt from Sioux Falls SD is attached. Thank you in advance, [redacted] Executive Assistant, U-Haul Co. of Mississippi ([redacted]) Office: ###-###-#### viop: [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

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alberta, [redacted] and Northwest Territories regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and verified that our refund issued to his credit card did not process. Mr. [redacted] assured our office they processed the refund today, which will post to Mr. [redacted]’s credit card.

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