U-Haul International, Inc.

May 30, 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 Tidewater regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the inconvenience he experienced with his trailer rental. He also explained that Mr. [redacted] had accepted the refund of $63.54 that was offered as a resolution by our Area Field Manager, [redacted] Waswa, on May 28th. Mr. [redacted] should receive the refund check within the next 10 business days. No further refunds or adjustments will be 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,

Executive Assistant

U-Haul International

I reject this response as sufficient. In fact, it is a slap in my face and insulting that a company would offer a $50 VIP card to use on their products after over charging my card $2,745. This is unacceptable and I expect a response in a timely manner. U-Haul now states that they conveniently "cannot find" the original audio recording for quote number [redacted], for which they assure you as a customer you can have a copy if you request one, as "all calls are recorded for quality assurance purposes."I have attached my original notes taken the day of the recorded audio quote, the phone transcript showing when we spoke with U-Haul as evidence, the U-haul email quote that came after the recorded audio quote, and my Wells Fargo VISA account details.Please note that the quote on email states a $629.65 charge. Given we were just quoted $1,974 on a recorded line (for which U-haul conveniently cannot find, though we have proof of the conversation on my phone log) we thought the $629.65 was a part of the overall original quote. Technically, if they do not have the original audio recording, they never had original authorization to charge my VISA, which is a direct violation of the Electronic Fund Transfers Act. In addition, I never received any quotes for the additional three U-Boxes requested. With this in mind, I am within my full rights to reject the costs in their entirety, but I am a reasonable human being. This is why I am requesting the total charge come out to $2,820 or $282 per U-BOX.I am confident that if U-Haul desires to resolve this complaint, it will find the original recording, review this case thoroughly and act fairly on its client's behalf.

June 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater regional office, reviewed the information Mr. [redacted] provided. He advised our office that as previously relayed, Mr. [redacted] was offered and accepted, what we feel is a fair resolution, a refund for $63.54 on May 28th. There will be no further refund.

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 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].  
We directed the information Mr. [redacted] relayed to our [redacted] and [redacted] County Regional Office...

for further follow up.  Please be assured steps will be taken to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  A refund for the repair in the amount of $126 was sent to Mr. [redacted].  He should receive the check 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,

Executive Assistant
U-Haul International

May 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern New York regional office, followed up on the information Ms....

[redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the delay in issuing her 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,

Executive Assistant

U-Haul International

May 9, 2014

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 Lower Hudson Valley regional office, reviewed the information Mr. [redacted] recently provided. She informed our office she sent him the following email:

Mr. [redacted] Again I apologize for the problems you had with your rental. I am sending you 150.00 in vips, these can be used for any service that U-Haul offers. Your business is important to us and we hope that you continue using U-Haul for all your moving needs. We cannot undo the damage that has been done but our regret is sincere and will use this experience as a guide for the future. Thank you [redacted]

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

January 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Alisa K[redacted], our GM for our U-Haul of Farmington Hills, followed up on the information Ms. [redacted] provided.  She has been in contact with Ms. [redacted] by...

email.  Her most recent email is as follows dated January 4th:Thank you for getting back to me. I would like to apologized for the issues that you have had with our company and moving help. I would also like to ask if you got my email with the receipts that I sent you last week? I am just trying to figure were the issue with your move started? And how can I help you make it better? Your original reservation was set up for storage only and that was what the $550.95. That was for 1 month of storage and the delivery of the 5 boxes to your address in Ypsilanti, MI. You also ended up adding the $25 per a box coverage. By the time we picked up your UBoxes on 11/17 and shipped them out you were going into your second month as the UBoxes were delivered on 10/22. I remember speaking to you about the shipping charges as you wanted to know how much it would be to ship 4 boxes instead of 5. The price I quoted you for 4 UBoxes to be shipped to CA was $3628. Your ended up using the 5th box so that made the new shipping total $4280. I have received the letter you wrote to the Revdex.com. I have spoken to the reps for the moving helpers also. I have got all the charges that you were charged for the moving helpers. The first one was a charge of $205.95 on 2/16, this was refunded on 12/17 as 3 different refunds of $150, $5.95 and $50. The next charge was for $240.95 on 12/17 this one is still showing as a charge and the reps from moving help said you would have to call them to get this one refunded. Their number is 866-748-4110. The next one is a charge of $145.95 on 12/17 and this has also been refunded in 3 different refunds of $90, $5.95, and $50. The next charge is $225.95 on 12/17 and this one was select to be used as a certificate and you would have to go into your moving help account and select it to be issued as a refund to the card instead of a certificate. The next one was a pending of $225.95 and this was just pending and was never actually charged, if it has not been refunded yet you would just need to call your bank and give them the authorization code 031051 and they should release it. And the final charge that I have found is for $145.95 on 12/17 and this one you would also need to give authorization code 024656 to have them release it if it has not been released. Please let me know if you feel that the above information is not helpful.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

October 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Ms. Demit’s recent comments to your office and sent her the following email in response:

Good afternoon Ms. [redacted], I recently received your rebuttal to our Revdex.com response and I would like to help you however, we are still waiting on paperwork from the mechanic stating how U-Haul caused the remaining damage. I received the pictures as well as the estimate for the repair but not the explanation from your mechanic. Unfortunately we can do nothing without that explanation. Once we receive the write up we can can further address this. Thank you, [redacted] Executive Assistant U-Haul Co. Of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [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

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Our records indicate the refund for $350.87 was issued back to [redacted] Visa account on July 15th. The refund should post on his next credit card statement.

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

August 19, 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...

agreement.

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided and sent the following email in response:

Sir - I reviewed your contract and charges and it shows a 2 day rental being charged for a total of $127.92 - when the rental was initiated at the store on 8/1/2014 a hold was placed on your credit card for $79.51- when the truck was returned 2 days later on 8/3/2014 the balance due was $48.41 - the hold amount of $79.51 was then processed along with $48.41 to equal your total due of $127.92 - I do not see any other charges on your card

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 message that [redacted] from Uhaul sent to the Revdex.com on Sep 23, was already sent to me on Sep 17...and I wrote to the Revdex.com on that same day and said the following (and have still never received a response from either the Revdex.com or Uhaul):

[redacted] from Uhaul finally contacted me (only because of you contacting them!) and I am NOT AT ALL satisfied with this response!!!  Not only are they are not refunding us for even close to the amount we are asking for (and believe they should give us), but they also are showing that they are inept at either basic math or basic writing and grammar.  Because she says, "we have refunded you for half of the rental which would be $1,004.92..." (but 1004 has never been, nor ever will be half of 3004, which was the rental price!)  Then she adds, "...not including the amount of $497.10 that you were refunded previously."  Ok, I assume that what they're TRYING to say is that with the amount of 497.10 added to the 1004.92 (totaling $1502.02) they've then given us half of the original $3004.  But, her wording of "not including the...$497.10..." implies that they are crediting $1500 back to my credit card..."not including the $497"!  Whatever.  I'm still beyond frustrated that they haven't yet decided to just give us everything back!  This whole experience has been atrocious!!!   PLEASE tell me you guys at the Revdex.com can help us get more refunded back from Uhaul then a mere 25% of the total refunded amount were asking for!!!  Honestly, I believe they should be willing to go way over even that amount, but I'm not kidding myself in expecting them to actually care about their customers, let alone their own reputation with the community!

Furthermore, her opening comment to the Revdex.com (before her message to me) which said, "Thank you for your concern for our customers, "Mr. and Mrs. [redacted]" is just more proof that she/Uhaul does NOT actually "care" because the customers are not a husband and a wife, but a brother and a sister (which has been communicated in numerous written documents and verbal conversations that have been recorded) and yet this just continues to show that they are not actually paying attention to us and showing any kind of concern or "care"...but, rather are simply dismissing this whole ordeal with a casual disregard, not even attempting to get basic information correct when they address us (as was demonstrated EVERY time they mispronounced/spelled my sister's name) and mention us to you.  I realize that the name issue in itself isn't really important, but I'm pointing it out because, as I mentioned above, it just further demonstrates both their lack of professionalism AND genuine concern for their customers (no matter what they say.)

NO.  I do NOT accept this mediocre attempt to appease us with a tiny percentage of what they should rightfully offer us as a refund, settlement, recompensation, or whatever they would like to call it...merely to dismiss the atrocious way they have CONTINUALLY treated us both during the event and ever since.  Honestly, I find the fact they think 25% of a refund would be enough, to be both insulting and mind-boggling.  So, yes, I would STILL like the Revdex.com to help us acquire the rest of the amount we feel they owe (roughly, another $4,500).  We have copies of receipts and voice recordings of our conversations with them during the week of the whole ordeal.  If you need any of those items, please let me know.

This company can NOT be allowed to continue misrepresenting themselves (advertisements, social media, etc...) and mistreating their customers (I know I'm not the only one they have put in harm's way with faulty equipment--and then refused to financially refund, because the internet is FULL of complaints by customers throughout the years who have had similar situations to mine, yet with no resolution.)  I refuse to let this continue!  They need to be held accountable!  They need to learn from their mistakes and NOT be allowed to continuously keep making them, affecting countless lives year after year, with no substantial repercussions!  This blatant disregard for their customers well-being is horrific and disgusting (let alone the awful way it paints their company--cavalier malpractice mixed with an arrogant dismissal of human decency), all while saying the 'right things' and then having no serious consequences forcing them to do better next time!  This must not continue!!!  So, again, I repeat...YES, I definitely believe they should do the decent, honest thing and refund us the other 75% of what we are asking (if not more!)

Please inform me as to what the next step will be, and what if anything, you need from me to continue pursuing a better more appropriate response from Uhaul than any of the lame replies we have received up to this point.  Thank you.

 

Regards,

June 21, 2016
 

size="3">Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
Elijah M[redacted], our President for our Coastal South Carolina Regional Office, followed up on the information Ms. [redacted] provided.  He informed or office her claim was approved through RepWest 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,
Maria P[redacted]
Executive Assistant
U-Haul International
 
Tell us why here...

October 25, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted].   A refund for the $50 Reservation Guarantee has been issued back to [redacted]’s Visa account.  The refund should post on her next credit card statement.  I apologize for the inconvenience she experienced while trying to get her concerns addressed.   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

October 23, 2016   Revdex.com ID# [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted]

Craig W[redacted], our President for our Northern Indiana Regional Office, followed up on the information [redacted] provided.  He informed our office he sent [redacted] an email offering his apology and also asked for a call back to personally address her concerns and offer a resolution.   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

March 11, 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 North Philadelphia...

regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He offered his apology for the inconvenience of being overcharged and advised him of a refund for the amount requested. The refund for $103.99 was issued back to Mr. [redacted]’s Visa account and 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

March 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 South Carolina regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. A refund in the amount of $195 was issued back to Mr. [redacted]’s Master 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

January 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He spoke to Ms. [redacted] after doing a great deal of research on her transaction. He relayed he would not have seen the quote due to the fact he was researching for a reservation. He specifically asked if anyone asked her for her hitch information on her 2008 or 2009 Pontiac G3 she was driving, which he stated would not pull a 6x12 U-Haul trailer. She replied she was renting a pick up from [redacted] to tow the trailer. Mr. [redacted] asked how was she able to supply the hitch information to make a reservation and Ms. [redacted] explained she received the information from [redacted]. Mr. [redacted] called [redacted] and was informed they do not rent any vehicles with hitches for towing and do not rent pick up trucks one-way. He did view the security video at our U-Haul location, which showed that her Pontiac was driven to the Lafayette U-Haul location. She spoke to our GM and asked for a 14' U-Haul truck. He did not have one but our West Washington St. location did. We made the reservation and she left and went directly to that location and rented the truck. Both U-Haul locations had at least 5 or more 6x12 trailers. Mr. [redacted] advised our office that with all the above considered, he concluded Ms. [redacted] was trying to rent a trailer but she did not have a vehicle capable to tow. He called Ms. [redacted] and left her a message on what he found from his research and relayed he cannot verify the information she gave. He still believes she was served and given what she requested.

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

August 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] office, followed up on the information [redacted] provided. She informed our office...

[redacted] was contacted and they addressed her concerns. A refund for $1,500 was issued back to [redacted] account for the late delivery of her [redacted], which 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

July 2, 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 rental agreement.

[redacted], our Executive Assistant for our [redacted]...

[redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in response:Dear Ms. [redacted], I apologise on behalf of the [redacted] location for any inconvenience you experienced. I have reviewed your concern and noted that the contract was closed out past the time it was due back so the program automatically charged the extra rental period. I have refunded the total of $57.60 back to your credit card. You will see this on your statement within 3 - 5 business days per federal regulations. Thank you for bringing this to our attention.

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 26, 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. She informed our office...

she spoke to [redacted] and addressed his concerns and was also able to reach an amicable resolution. [redacted] will issue a refund in the amount of $692.50 as an adjustment on his move when she receives confirmation from [redacted] that the hold on his credit card has been dropped.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