U-Haul International, Inc.

September 10, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Melissa F[redacted], our Traffic Manager for our Manhattan Bronx Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms. [redacted] on September 1st advising her we did not have the size truck she reserved and offered an alternate size.  She also explained the $50 Reservation Guarantee Fee was issued back to her credit card, which should post on her next credit card statement.  Our records indicate the reservation was canceled.   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

September 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office a refund for all Safemove...

Protection fees was issued on August 6, 2015.  The refund should have already posted to her [redacted] account.  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 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Area Field Manager over the [redacted] dealer spoke to Ms. Litle on 8/6. [redacted] informed [redacted] he would refund $75.00 to her [redacted] card because of her difficult...

experience with her rental.

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,

Executive Assistant

U-haul International

October 1, 2015Revdex.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.  He informed our office, although he feels we are not responsible for the damage, he has since contacted Ms. [redacted] and will pay the claim in order to bring closure.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 14, 2016   Revdex.com ID#: 11753186 U-Haul Ref#: 1181266   Thank you for your...

continued concern for our customer Ms. [redacted].   Amber G[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she reached out to our Storage Group and was assured Ms. [redacted]’ storage rate has been locked and will not increase.  Our Storage Manager will contact Ms. [redacted], if not already, to advise her of 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

September 13, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Allen L[redacted], our President for our Maryland Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed our GM at our U-Haul Moving and Storage of Gaithersburg has not had any direct interactions with Ms. [redacted] for some time now and did not process the unauthorized debit from Ms. [redacted]’s account that she claims he did.  Mr. L[redacted] attempted to speak to Ms. [redacted] to discuss her concerns further but he reached her voice mail.  He left a message requesting a return call and hopes to hear back from her soon if not already.   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

May 23, 2016

font-family: Arial, sans-serif;">Revdex.com ID#:[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted]. Joann G[redacted], our Executive Assistant for our Western Florida Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Mr. [redacted], again our apologies for the situation. A credit was issued this morning for $100.00 to your c/c. Please watch your statement. Mr. [redacted]’s reservation was canceled without his knowledge.  Ms. G[redacted]  called Mr. [redacted] and offered her apologies for the inconvenience and granted a $100 credit.  Mr. [redacted] was satisfied with the refund and the file was closed. 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, Katelinn K[redacted] Senior Customer Service Agent U-Haul International

I want to note that I have waited a week to leave a review but I have still not heard back from U-Haul about the issues I faced with my move.

Below you will read about U-haul’s failure to provide the equipment they guaranteed and vehicle negligence that lead to a blown tire.

Last Thursday 12/15, I went to Whitewright, TX to pick up a 20 ft. truck and a vehicle tow that I reserved on the previous Monday. I remember running across a $50 guarantee that my items would be available when I showed up to the site. When I got to the site, my truck was there but no vehicle tow. This was a major problem because we had a 474 mile move ahead of us with just my wife, my 2 year old daughter, and me. My wife needed to be able to drive her car while I drove the U-Haul and pulled my truck behind. Because of the distance, time, and expense, we planned on only making this trip once. We also had meetings for our new jobs scheduled for Friday morning. U-Haul wanted us to drive 30 miles in the wrong direction to pick up the vehicle tow. The problem is that would require us to also drive 30 miles back home to pick up our other vehicle. So, U-Haul wanted us to add 60 miles to a 474 mile trip. The bad part is that we just didn’t have the time to make it happen.

So, we cancelled the vehicle after we realized our plans of making this in one trip was no longer an option. Not having the vehicle tow would add another 948 miles on my truck plus 474 miles on her car that we had to go back and get. This also meant an additional $300 in gas for the return trip and additional meals on the road.

On top of the expense of having to make a second trip, the truck inspection was negligent, and I was given a vehicle with two bad front tires. I could not drive the truck over 50 miles an hour without the steering wheel shaking. I thought that this was just a moving truck thing and I would have to just slow down on the trip. Eventually, in Kyle, TX which is south of Austin - this is a very dangerous area on I35 with wall-to-wall traffic, my front left tire blew out. Up until this point, I was frustrated with the situation, but after a blown tire, I was livid! Because of the negligence of U-Haul, my safety was put at risk on a busy interstate. Not only my safety, but the safety of other drivers, my pregnant wife, and my two year old who were driving behind me.

After the tire blew I was stranded on a shoulder of the road with traffic blazing by me just feet to my left. I couldn’t open my door all the way without hanging it into the traffic lane. I also couldn't get over any more to my right because of the drop off. I sat in the moving truck on hold for roadside assistance for about 20 minutes until someone picked up. Then I had to wait another 20 minutes for assistance to be contacted, and then around another hour for the assistance to show up. He was good and changed out both tires in about 15 minutes. Yes, I said both tires because he noticed how bald the front right tire was and there would have been a good chance of another blowout if that one didn’t get changed. I spoke to customer service and filed a refund request that has been ignored up to this point. She seemed very understanding and said all she could do at that time was offer some free VIP gift certificates. That came in a total of $75, which is minimal in the amount that I would have to pay in gas alone on a trip back to get my wife’s car.

After the slow driving and blown tire, I finally made it to Corpus Christi from Tom Bean, TX at 10:30 pm after leaving at 9:00 am. I was done unloading the truck at 2 am and was up for my meetings at 7 am.

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] regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for not following proper procedures during hook up validation. Had proper procedures been followed, we would have been able to advise Mr. [redacted] we do not rent trailers for hook up to soft top vehicles. Ms. [redacted] assured our office she would be discussing the situation with the CSR involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. A refund for the $50 Reservation Guarantee Fee was also sent to Mr. [redacted] and should be received 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

June 29, 2016

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Revdex.com ID#: [redacted]
U-Haul Reference id:  1134791
 
Thank you for your concern for our customer Ms. [redacted].
 
Marketing Company President, Rod T[redacted], reached out to our customer and apologized for the miscommunication and agreed to charge the original amount estimated for a local rental of $85.60. The customer has been refunded the difference in charges and the promissory note created has been removed.
 
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

June 29, 2016

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Revdex.com ID#: 11519494 [redacted] and [redacted]
U-Haul Reference id: 1135165
 
Thank you for your concern for our customer Mr. and Mrs. [redacted].
 
Marcus B[redacted], Area Field Manager, reached out to the Mr. and Mrs. [redacted] and apologized. Mr. B[redacted] agreed to issue the reservation guarantee in the amount of $50.00 by check to the customer.
 
Check was submitted to the following address:
 
[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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

June 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the $25 cleaning fee was issued back to Ms. [redacted] at the time Ms. [redacted] filed an...

objection with our Customer Service Department. Ms. [redacted] stated she wished she had known sooner as she would not have given U-Haul a bad review and wished she could take it back. The refund was issued back to her [redacted] account on May 19th and should post on her next credit card statement 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

June 29, 2016

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Revdex.com ID#: [redacted]
U-Haul Reference id: 1132122
 
Thank you for your concern for our customer Mr. [redacted].
 
Stephanie Gill, Traffic Control Manager, left a message for Mr. [redacted] on 6/27/2016 and apologized for the service he received. Mr. [redacted] was given the $50.00 reservation guarantee, and his total rental charges were reversed, in the amount of $69.79.
 
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

May 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We did confirm that the conclusion reached by [redacted] Insurance Company was normal wear to Ms. [redacted]’s furniture, however, [redacted], our President for our Western Arizona regional office, relayed that [redacted] is currently reviewing her claim again and will be back in touch with her soon.

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

[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 11737789, and find that this resolution would be satisfactory to me.  I have received the full refund and appreciate the quick action taken. 

Regards,

August 24, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up...

on the information Mr. [redacted] provided.  She has been in contact with Mr. [redacted] on more than one occasion.  Most recently Ms. Andia spoke to Mr. [redacted] and explained there were no call recordings found based on the 4 numbers he had given Ms. Andia back on July 28th.  Mr. [redacted] became upset and disconnected the call.
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

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Assistant GM at our Santa Barbara U-Haul Center reviewed Ms. [redacted]’s contract with her when she came...

into our Center. We pointed out that the net paid that day was zero. We also highlighted the area where it states the bank has placed a hold for $715.50 on her account. U-Haul will not charge/credit the card until the equipment is returned and the rental charges are calculated. Only the hold may appear on Ms. [redacted]’s credit card. Actual charges are not applied until the rental is complete and the contract is closed out.

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 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted] Insurance Company informed our office Ms. [redacted] claim is still under investigation.  Ms. [redacted] was contacted and provided the status of the claim....

 Once results of testing of the equipment are completed, a liability decision will be made and Ms. [redacted] will be notified of the outcome.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

May 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Raleigh, NC Regional Office, advised our office Ms. [redacted]’ concerns were...

previously addressed. Please be advised U-Haul does not prorate when a customer moves out of their storage unit early as documented on their storage agreement. Mr. Smedberg relayed that a refund would not 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

December 4, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul at [redacted]. in Fort Collins, CO, followed up on the...

information Ms. [redacted] provided. He informed our office of a refund check in the amount of $193.68 he issued to Ms. [redacted] on or around November 20th. Our records also indicate a refund for $908.42 was issued on December 3rd back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement. Mr. [redacted] mentioned he has tried to reach Ms. [redacted] but found her contact number to be invalid.

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