U-Haul International, Inc.

November 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer [redacted] and her mother, [redacted].   Tyeva R[redacted], our GM for our U-Haul Moving and Storage at Airline Blvd, followed up on the information Ms. [redacted] provided.  She informed our office the quote given to Ms. [redacted] was based on estimated miles.  Once she returned the equipment, her actual mileage surpassed her estimate, which was the reason why her quote differed from her actual charge.  Ms. R[redacted] explained this to Ms. [redacted] upon return and also to Ms. [redacted] on the phone as well.  Ms. R[redacted] stated both Ms. [redacted] and Ms. [redacted] understood and said she gets paid the end of the week.  Ms. R[redacted] said she would put the rental on a Promissory Note and she’d have 7 days to pay.  The truck was checked for ants and found no trace of ants.  She spoke to Ms. [redacted] again on October 25th to explain charges and said she would give her another call back.  She has called 3 additional times and the call has always gone to voicemail.  She advised our office the charges are correct and will stand.   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

May 5, 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 Southern Georgia Regional Office, reviewed Mr. [redacted]’s recent comments. She relayed that Mr. [redacted]’s trip went well and he did not experience any issues with the U-Haul truck. She reiterated that the $50 Reservation Guarantee Fee was issued along with a $20 VIP Certificate. No further refund or adjustment is warranted.

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 my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Mr. [redacted] did not have option to deliver the U-Boxes to the [redacted] office when I asked him to do that on July 22nd. He answered he can not arrange for deliver the boxes. So, this comment is unacceptable. Ether option does not make sense for covering cost for U-Haul company fault of delivering the U-Boxes to the ordered place. (See attached evidence) I confirmed one week before by e-mail for the deliver store and date.

Also, as for vehicle validation, I confirmed my vehicle can tow the boxes thorough U-haul web site. (See attached evidence).

U-Haul company provided totally wrong information to customer and put responsibility on customer by charging extra cost.

I had to wait three hours to get information about where the U-box had located and when I can get boxes on July 22nd. Then I was told that only option is to go 90 miles away Peolia office and get those boxes by using truck by myself. I already wasted 3 hours on that day and did not have time to argue about the situation. I went to the [redacted] office to return truck on July 23rd with my friend and tried to dispute the truck rental and gas fee. My friend called to Mr. [redacted] and left voice mail, but he did not call back. Then we asked store staff to call Mr. [redacted] from store phone and he picked up the call, but he refused to talk with us. And we did not have chance to dispute the extra fees. We were told that credit card is automatically processed after 7 pm, if Mr. [redacted] did not handle. So, we understood he intently refused to contact with us.

My friend called twice through the customer services, and they promised to contact me in 48 hours, but I did not get any contact. So, I contacted through U-Haul web site e-mail and had no contact. Then I called again through customer services, but I could not get any response and follow-ups from U-Haul. So, I decided to contact through Revdex.com in Iowa, but they could not get any response ether. I also send attached letter to U-haul customer complaint department, but no response.

I am simply asking to dispute the price($500) that I did not need to pay for covering U-Haul company fault. But they still focusing on the options they provided to cover their fault. I still can not understand why customer needs to pay for wrong information provided by service company.

If the U-Haul can not dispute the truck rental and gas fee, I need clear explanation for following items from U-Haul customer service and system service department manager.

- Why the U-Haul could not deliver the U-Boxes to the ordered place, even though their system replied to deliver to [redacted] office?

- Why the U-Haul could not notify the failure of deliver beforehand, even though they had order a week before the delivery date?

- Why the U-Haul online web site validated my car was able to tow the U-Boxes?

- Why customer service department did not follow up for the calls and e-mail that we did repeatedly?

- Why the U-Haul did not respond the contact from Revdex.com in Iowa?

- Why the U-Haul did not respond the letter sent for the customer complaint department?

On addition to that, when I was in Peolia office I was told about $2,100 to ship 2 U-Boxes that was far expensive price when I ordered through online for 3 U-boxes(about $1,400 estimate). But, store manager in Peolia office took care of this situation properly and figured out the price I ordered through was correct and the price showed up on the system on July 23rd was wrong. Even though he took 3 more days to figure out this system failure and delayed to ship out the boxes from Peolia, I really appreciate his effort. 

I hope U-Haul company understand their service quality and provide appropriate support for the customer about this complaint.

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Louisiana regional office, reviewed Ms. [redacted]’s recent comments. He relayed that Ms. [redacted] had made several agreements with our Traffic Manager, [redacted], to stop in and pay to resolve the issue. She, however, failed to show each time. The contents of the truck were moved into storage under the supervision of our Storage Manager. When Ms. [redacted] claimed she could not hear Mr. [redacted] on the phone when discussing what was owed on the rental, he asked her to call him when she reached her final destination, which she stated was about 20 minutes away. Ms. [redacted] relayed she would absolutely call back. Mr. [redacted] stated they never heard back from Ms. [redacted]. He assured our office he has whole heartedly been for rectifying the situation with Ms. [redacted] and has been willing to bend to assist her. His staff has done the same. He also stated her goods have not been thrown out as she claims she was told. At this point, in order to bring closure, Mr. [redacted] is willing to settle for just the tow bill of $250 and will wash out all other charges that total more than $330. However, in order to accept this resolution, Ms. [redacted] will also need to remove her items from storage within 7 days from the date of this letter, otherwise we will have no choice but to move forward with lien proceedings. She will then be responsible for lien fees and past due rent. When we retrieved our truck we deliberately waited several weeks to put Ms. [redacted]’s items into storage thinking she would come and obtain them. This caused us to lose a significant amount of income because the truck was not able to be rented. Ms. [redacted] needs to take immediate action to obtain her items and pay the $250 tow bill no later than June 30th.

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 23, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jim S[redacted], our President for our Tulsa Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he never told Mr. [redacted] he had a written statement from Rick at [redacted] Service.  His office contacted [redacted] Service to see if he could tell us what was found wrong with Mr. [redacted]’s vehicle and if the installation of the trailer hitch is what caused an issue with the vehicle.  [redacted] informed us the problem was with the ignition timing, not something U-Haul caused.  They replaced the ignition module, the distributor and the IAC sensor and found Mr. [redacted]’s truck to run good.  A few days later Mr. [redacted] took his truck back to [redacted] where it was checked again and nothing mechanically was found.  Mr. S[redacted] relayed his decision in the matter remains the same.   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

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

April 17, 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 Tidewater Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He mentioned Ms. [redacted] has been found to change her story when the facts disprove her claim. He also added she was only charged for what was used.

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 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Robert J[redacted], our Area Field Manager for our Northwest Dallas Regional Office, followed up on the information Ms. [redacted] provided.  He advised our office he made attempts again to reach Ms. [redacted] as he did on March 4th but the call goes straight to voice mail stating the Google subscriber is not available, please leave a message.  He relayed Ms. [redacted] is not answering her phone or returning his calls.  The balance due for the rental could not be charged to her credit card, therefore, it was put on a Promissory Note and sent in for collection.  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

April 20, 2015

Revdex.com ID#: 10579076

U-Haul Ref#: 808763

Thank you for your concern for our customers Timothy Reine and Eszter Guraly, whose name is on the rental agreement.

[redacted], our Field Manager for our...

Southern Louisiana Regional Office, followed up on the information Mr. Reine provided. He informed our office he attempted to speak to Mr. Reine or Ms. Guraly but reached their voice mail. He left a message, which included his apology for the inconvenience they experienced. As we value Ms. Guraly and Mr. Reine as customers, Mr. [redacted] sent them 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

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Nashville regional office, reviewed the recent information Ms. [redacted] provided. He informed our office a supplemental refund for $45, making a total of $90, will be issued to resolve her concerns.

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

February 16, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]  

justify;">Thank you for your concern for customer Mr. [redacted]   Our Eastern New York Regional Office followed up on the information Ms. [redacted] provided.  I was informed a refund for $74.50 was issued back to their [redacted] account on February 13th along with an additional refund for $10.50 issued today.  Both refunds 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

May 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I did confirm the refund for $130 was issued back to Mr. [redacted]’s [redacted] account ending in [redacted] on May 1st. A credit card company has 30 days to post the credit to the account, therefore, it will post on his next credit card statement. Because the truck Mr. [redacted] rented is registered to U-Haul, the parking violation was sent to U-Haul International by the Parking Violations Bureau for payment. In order to allow our trucks to be legally on the road for our customers, we are obligated to pay any fines as soon as possible. The rental activity was researched and found that Mr. [redacted] had the truck in his possession when the ticket was written, making him responsible for the fine. As soon as Mr. [redacted] notified us the ticket had been dismissed, we issued him the refund for the amount of the fine.

Please be assured we sincerely apologize for the inconvenience Mr. [redacted] experienced and hope he will allow U-Haul to serve him again in the future.

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

Mr. Dan O[redacted] has provided a false report.
He called me for the first time yesterday and did NOT discuss my case with me AT ALL. I explained that I was at work, and couldnt discuss the matter at the time. He was EXTREMELY rude and I immediately requested that the call be escalated to a supervisor for call back and he provided a number for his superior. At no time did he indicate that no refund would be issued. I will be following up with the UHAUL executive offices immediately.

February 28, 2016   Revdex.com ID#: [redacted] U-H-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted]   Jesse N[redacted], our President for our South [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Mrs/Miss. [redacted], I do apologize for the incident that happened concerning your storage unit. I further apologize for RepWest not making contact with you. I have noted your claim stating that you wish to be called by the adjuster. I have as well written off the late fees as well as the rent for the 3 months you have been dealing with this. Is there anything in the room you are continuing to need storage for or are you needing to dispose of all the goods in the unit? The reason I ask is if there are goods you are still needing to store I'd like to get you into a different unit so your goods your wishing to keep are not stored with goods you do not wish to keep. Please let me know how I can help you. Jesse Neill Marketing Company President U-Haul Company S. [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, Maria P[redacted] Executive Assistant U-Haul International

To whom it may concern at Revdex.com,
Thank you again for your assistance and efforts as I attempt to resolve my billing issue with U-Haul.  See communication message below from [redacted].  Her explanation is that the issue has been resolved even though she is unable to stop emails, monthly billings, invoices and liens.  I have been charged again for an additional month since we spoke on 10/27 as indicated on the attached invoice and lien received. I do not consider this to be resolved as long as I’m continuing to be billed monthly, receive invoices for multiple payments that are not due and receive late payment and lien invoices. Regards,[redacted]

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul of Downtown in Sacramento, followed up on the information Dr. [redacted] provided....

He sent Dr. [redacted] an email explaining they have tried contacting her about payment but have been unsuccessful. Dr. [redacted] had sent an email that she was going to return the truck to a different location although the truck is locally assigned to the U-Haul of Downtown Center and she signed the contract agreeing to return back to that location. After that they received no further contact from her. We eventually located and retrieved the U-Haul truck but Dr. [redacted] refused to turn over the key to Mr. [redacted]. Her items have been put into storage and Mr. [redacted] will be updating her soon on the final bill.

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 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He advised our office that Ms. [redacted] needs to read her contract that states failure to pay the storage rent on the due date will result in a $15 late-fee. A $15 pre-lien fee is charged 15 days after the due date. There is a $50 lien processing fee and assessment of a lien and sales of stored goods. Mr. [redacted] waived $50 and her $80 fees. Ms. [redacted] wants to make partial payments but we do not accept partial payments when a customer is in lien status. Mr. [redacted] tried contacting Ms. [redacted] but she has never called or emailed him back. Our records indicate Ms. [redacted] vacated her storage unit on December 9, 2014 without paying her bill. We wrote off $117 total. We consider her concerns addressed and have no intentions of reviewing the situation any further.

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 my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Yes, an individual from SW Ohio U Haul contacted me in September.  He just explained the difference between an in town rate and a one way rate.  It does not take a rocket scientist to figure that one out!  What I wanted to know, and still want to know, is why there was a difference of approx 500% between the rates.  He said he did not know and recommended I write to U Haul headquarters.  I did that, TWICE, with no reply.  It was not until I conatcted the Revdex.com of Arizona, then I received a reply.  A U Haul person (Vickie) called me on a Sunday morning in December.  After a lengthy conversation, she informed me that the difference was in the drop off fee, about $350.00, that was included in my charge.  This was news to me!  If you look at my contract, it says nothing about a drop off charge.  I can fax the document if U Haul cannot find it. Bottom line is, U Haul did not disclose all the fees for my rental.  I attempted to resolve the issue over the phone with SEVERAL individuals.  It was recommended that I write to U Haul corporate.  I did just that, TWICE with no reply.  Apparently, U Haul has enough customers that they do need to respond to a written request.  Funny how they answered right away when the Revdex.com called!  What do I want?  Nothing.  Will I rent from U Haul again?  Only as a LAST RESORT!  Will I recommend U Haul to my friends?  Definitely not!  In fact, because of their lack of response to my written requests, I'll go out of my way to NOT recommend them.  A little common courtesy from U Haul could have avoided all this.  They got their 'pound of flesh' from me but at what cost?

Regards,[redacted]

May 20, 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] regional office, followed up on the information Mr....

[redacted] provided. She informed our office she left a message for Mr. [redacted] explaining she issued him a refund for $50 as promised and provided her telephone number in case he had other questions or concerns.

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

October 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Justin K[redacted], our President for our Northern Wisconsin and UP Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he spoke to Mr. [redacted] and addressed his concerns.  He concluded Mr. [redacted] was due a refund for $200, which he issued back to his Master Card account.  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, Maria P[redacted] Executive Assistant U-Haul International