U-Haul International, Inc.

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 still not happy or satisfied with U-Haul Corp at all!  The reply from U-Haul did not address my other issue in my complaint.I have attached my bank statement that shows today's date of September 29, 2014, as anyone reading the statement can clearly see, the $88.11 is still showing as a pending charge for the authorized date of August 16, 2014.  This issue has yet to be resolved. I have also attached a letter and the bank statement I faxed over to their credit department on September 2, 2014.  Even after doing this per the request of U-Haul, I never got a phone call or any communication from this department.I have called several times regarding this and still no release.  I have given U-Haul all the information the bank needs for them to send over the release to release the hold on my account.  I have called my bank several times also and they say they have not gotten a release from U-Haul to take the hold of $88.11 off my account and release my funds that has been held by U-Haul for over 44 days now.  My bank also informed me that the hold/authorization has been placed on my account until October 15, 2014.  This is ridiculous!I have wasted several hours calling, emailing and filing a complaint and still nothing!  The person that replied to this complaint did not do a through job in reading the complaint and addressing all the issues with the complaint.I did receive an email from Steven Ivery on September 3, 2014 stating what the person stated in this reply to my complaint.  However, he nor has any other representative from U-Haul address the other issue in my complaint both to the Revdex.com or U-Haul directly regarding the hold on my account that still is present.

Regards,[redacted]

February 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.

[redacted], our...

Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Ms. [redacted] was given a $35 discount at the time of rental and then a $25 VIP Certificate because the air conditioner was not blowing cold air. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

Ms. [redacted] spoke to Ms. [redacted] recently and advised her of a refund for $110.32 as a final resolution. The refund should post on her next [redacted] credit card statement.

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

April 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Utah Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for the install and damages according to the repair receipts. Mr. [redacted] will be coming into our U-Haul location for the refund.

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 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.

[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments from [redacted]. He informed our office he left them a message explaining he issued them a check for $160, which should be received within the next 10 business days.

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 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located out of Portsmouth, followed up on the...

information Ms. [redacted] provided. He informed our office Ms. [redacted] rented a U-Haul truck in town and advised our CSR she would be using approximately 20 miles to complete her move. She never mentioned she was driving to Norfolk from Prince George, which is about a 200 round trip. She tried to drop the truck off in Norfolk although she signed the contract agreeing to bring it back to the same renting location. Only after being told the extra cost to drop the truck off in Norfolk did Ms. [redacted] decide to return the truck as contracted. Mr. [redacted] relayed that Ms. [redacted] signed the contract electronically, which means she had to approve all of the estimated rental charges before completing the rental agreement. Therefore, she was aware of the mileage fee. Mr. [redacted] added, as he previously stated, a round tip rental from Norfolk, VA to Prince George, VA is roughly 200 miles. Ms. [redacted] drove 722 miles with the truck. We normally average a round trip to be within a 50 miles radius. A refund is not warranted and will 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

[redacted]Senior Agent, Customer ServiceU-Haul InternationalAugust 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted] our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office when the rental was generated for the 15-foot truck, he accepted a $10 discount on the truck as well as a reduced mileage rate from $1.09 a mile to $.89 a mile.  He also received furniture pads and a dolly at no charge.  This resulted in a discount of $30 off the rental.  Mr. [redacted] used the equipment as contracted and completed his move.  Ms. [redacted] went on to say he was compensated for the inconvenience he experienced with the discount provided.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

June 23, 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 Northern Chicago regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered to issue her an additional refund of $250 for fuel and $100 for the motel although Ms. [redacted] could not provide receipts. We were willing to accept her credit card statement showing the charge for the motel. Ms. [redacted] relayed she would only accept $450 as a final resolution and declined the $350 offered by Ms. [redacted]. We feel we have offered a fair resolution and must advise your office that our 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,

Executive Assistant

U-Haul International

May 23, 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 Eastern...

Massachusetts regional office, followed up on the information Mr. [redacted] provided. She informed our office that the incident needs to go through RepWest Insurance Company for investigation. She relayed our GM would be in contact with Mr. [redacted], if not already, to discuss his concerns further.

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

February 23, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1[redacted] Thank you for your continued concern for our customer Ms. [redacted]. Scott F[redacted], our President for our Central Alabama Regional Office, reviewed Ms. [redacted]’s recent comments.    He informed our office his stance remains the same as was previously relayed to your office. 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

July 11, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Jeff P[redacted], our President for our Nashville Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] on July 7th and was told Mr. [redacted] was out of town and would call Mr. P[redacted] back today.  However, Mr. P[redacted] did not receive a return call and again attempted to speak to [redacted] but had to leave a message requesting a return call.  He hopes to hear back from Mr. [redacted] soon in order to personally address his 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

April 24, 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 Little Rock regional office, reviewed the information Ms. [redacted] recently provided. He informed our office he has not been able to reach Ms. [redacted] by phone. However, she can reach Mr. [redacted] by email at [redacted] or by phone, toll free at ###-###-####, or direct at ###-###-####.

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

December 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Chris S[redacted], our President for our Harrisburg Regional Office, followed up on the information Ms. [redacted] provided and sent her the following information in...

response:Hi [redacted], My name is Chris S[redacted] and I am the President of the U-Haul Company of Harrisburg. I received the letter that you sent to the Revdex.com and I wanted to reach out to you so that we can rectify the situation for you. First of all I want to personally apologize to you for the stress that U-Haul caused you over your move and throughout your attempt to have the situation rectified. I am very familiar of the situation that happened to you earlier this year and I’ve read the letter that you provided the Revdex.com. I have also spoke with [redacted], the owner of the moving help provider you used to load your UBoxes. I know that in your letter you are requesting you mentioned the need to rent another vehicle to transport additional belongings. When I spoke with [redacted] he told me that all the boxes he loaded for you were completely loaded front to back and floor to ceiling and nothing more would fit in them. I also see that you are requesting half of your shipping charge to be refunded as well. As I’ve mentioned, I absolutely want to get this situation rectified for you as fairly as I possibly can. Ultimately, your boxes arrived and your belongings made the shipment with no issues and the cat situation turned out to be nothing at all, so to refund half of your shipping on top of everything else you are asking for may not be a fair compromise to the situation. Also, since the boxes were completely full as it was, and no more belongings would have fit in them, I’m also not sure that an entire refund of the rental of another vehicle is fair either. Please review this email and let me know what would really make this right for you. Again, I apologize for all the stress and any inconvenience it has caused you and I look forward to being able to reach a resolution with you.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

November 30, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer [redacted] and [redacted] whose name is on the rental agreement.   Zakery H[redacted], our GM for our U-Haul Moving and Storage of Albany, followed up on the information Mr. [redacted] provided.  He informed our office he left a message for Mr. [redacted] regarding the return policy for U-Haul equipment and provided his telephone number for a call back to discuss his 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, Maria P[redacted] Executive Assistant U-Haul International

September 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Louisiana Regional Office, reviewed the recent comments from Mrs. [redacted]. She assured our office she issued a refund for $80 back to their [redacted] account and the refund for $48.29 was issued by check.

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 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she...

has been unsuccessful in reaching Ms. [redacted]. She left three separate messages for her as well as sent her two emails. She let Ms. [redacted] know she is more than happy to write off one month of rent in the amount of $119.95, the $50 lien fee and her delinquent fee of $23.99 totaling $193.94. With $193.94 written off in the interest of customer good faith, Ms. [redacted] still has an outstanding balance due in the amount of $497.79. Ms. [redacted] requested a call back to discuss the amount written off and her balance owed. Ms. [redacted] also mentioned that Ms. [redacted]’s storage was not in the upcoming auction on April 7th because of part of the payment she made in November.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

November 29, 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 Louisville Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she spoke to Ms. [redacted] recently and agreed to refund the charges for the Promissory Note.  She confirmed Ms. [redacted] only traveled 25 miles on her 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,[redacted]Executive AssistantU-Haul International

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] recent information to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Ms. [redacted] recent objection. She relayed...

they gave Ms. [redacted] plenty of time to unload her belongings from the U-Haul truck until it became necessary for U-Haul to remove her belongings and free our truck. Ms. [redacted] also mentioned Ms. [redacted] had the entire ignition replaced in the U-Haul truck instead of just having a new key made, which is why she had the $600 expense. Please be advised that our decision in the matter remains the same.Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

October 10, 2016   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 contract.   Rosemarie O[redacted], our Traffic Manager for our Northeastern Pennsylvania Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms. [redacted] and Mr. Davenport requesting a return call to find out what size mattress bag they did not receive for a proper reimbursement.  Ms. O[redacted] also explained she issued a refund for the charges on the return end in the amount of $35.56 back to the [redacted] account listed on the contract.  The refund 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

July 6, 2016
 
Revdex.com ID#:  [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
We have contacted our credit card processing department and found the transaction went through to card ending 9287, on 5.28.2016 under trace number: [redacted]. Mr. [redacted] should reach out to them and provide the trace number so they can track the transaction.
 
When conflicting information is presented to us regarding claims of damages, and or cleaning fees we carefully consider all sides of the dispute. At this time we believe the charges for cleaning were warranted, and the equipment did need cleaned prior to the next rental, in so those charges will stand.
 
We feel we were considerate of the dispute when damages to our equipment were waived and the scheduling issues were compensated for.
 
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 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for our Central Alabama Regional Office, followed up on the information...

Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and requested she send her hotel receipt for reimbursement.
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