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.

Regards,

[redacted]]

Even though Uhaul Corporate told us these two refunds were completed [they were not] when we called late night on 3-30-14, Uhaul has some business practices that does not credit customer's accounts back in a timely fashion after Uhaul mistakenly or fraudulently had taken money out of their customers' checking accounts.  We were told by at least 2 different Managers that we would see the money back in our account in 1-2 days and another said 3-5 days.  This is unacceptable business practice after accessing someone's money that was unlawfully taken without their knowledge, permission and was also not contractually agreed upon ahead of time in the signing of the Uhaul contract.  The $540.65 which was an error from a Uhaul dealer [Rockville, MD] who was not even involved in our Florida Uhaul contract, has just now appeared today on 4-3-14 in our checking account.  However, the $53.88 still has NOT appeared back into this account.  We have called Uhaul numerous times on 3/30/14, 3/31/14, 4/1/14 and 4/2/14 and we are still missing one refund, not to mention, we have to beg to get our money back that was taken without our authorization.  We would recommend to Uhaul that they seriously consider their poor business practices of not having adequate computer safeguards in place to protect consumers from multiple Uhaul retailers/employees from different States being able to access other customers' account numbers thus leaving their credit information exposed and vulnerable to such inappropriate errors. We will continue to go through the Revdex.com until we receive ALL refunds posted back into our account.  Thank you, [redacted] and [redacted]

October 3, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Shari L[redacted], our Executive Assistant for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided.  She informed our office she contacted Mr. [redacted] and advised him of a full refund in the amount of $1,420.16.  The refund should post on his next Visa 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

Dear Sir/Madam,
Mr. Anthony did call me on Saturday October the 8th and he was very courteous and he promised me that on Monday (October 10th), he will get on top of this and contact the rep west agent and get back to me sometimes during this past week. I called him Friday (October 14th), he informed me that nothing has happened yet and he is still waiting on the agent from rep west to call him back, and when she does, he will get back to me. 
So as of now, UHaul has not promised or agreed to pay for the damages to my vehicle and the situation is still as it was before. In the past 8 weeks, my experience with uhaul was such that they are good with making me wait and wait and promising me that they will call and they never do, not sure if this is like the previous times when I tried to solve it with them directly.
Thank you kindly
Sincerely,

March 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

In an effort to bring closure, Judy Soper, our Executive Assistant for our West Texas regional office, issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee in the interest of customer good faith.

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

November 17, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Mr. [redacted].   Shawn S[redacted], our Field Manager for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office a refund for $202.84 has been issued to Mr. [redacted] as requested.    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 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Arizona regional...

office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a call back. In addition to a refund, he would like to offer Mr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He hopes to receive a return call soon.

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

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

[redacted], our President for our St. Louis regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her...

the following email:

Hello [redacted], I received a copy of the letter you sent to the Revdex.com regarding your recent rental. I looked into it and just want to let you know what I found out. Upon dispatch of the equipment, we estimated 20 miles would be used. Your card was "authorized" for $85.34, but no charges were colllected by U-Haul. Upon return, you had driven just 9 miles, so that was all the mileage you were actually "charged". The total put on the card upon return was $81.98, which is all that we collected from you. The initial authorization od $85.34 was released at that time and by now, your bank should have returned that available credit to your account. I also saw that you were charged $10 for use of the dolly and pads. You claim to have not used these items, so I have asked for a credit to be issued to your Visa ending in 0453 to be issued today. You should see that post within the next few days. All other charges are indeed correct. Thank you for your business and for bringing this matter to my attention. If you have any questions, please feel free to contact me at ###-###-####. Sincerely, [redacted] U-Haul Company of St. Louis

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 company did in fact put the 170 in my account. And I appreciate that. But I responded to this email already and told them that 170 was not enough. I spent SO much money over a $12 lock. It's ridiculous. I gave the amounts I expected, if you do not want to give the money I spent in gas that part is at least understandable because you cannot account for it. The rest you can. I gave all the information needed for you to look up the account and verify what was spent. I was given 1/6 of my complaint, I find this highly insulting especially since, yet AGAIN, I responded to the company and got no response back except for this Revdex.com automated response...which was the email I responded to and heard nothing back. I am actually a little disappointed in myself as well for believing that a company of this magnitude actually cared about customer service and fairness. Regards,[redacted]

April 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted]'s rental contract shows the fuel charges were reversed and refunded back to his [redacted]...

account on April 6th.

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 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine...

regional office, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mrs. [redacted] an email offering her apology for the phone calls to her and her husband. She explained, although she could not remove her information from the computer unless her brother-in-law can provide an alternate contact, she did instruct our U-Haul location to no longer call or email Mr. or Mrs. [redacted] when the storage account goes delinquent. Ms. [redacted] requested current contact information for our customer, if available, in order to update the contract.

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, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].RepWest Insurance Company advised our office they currently have an open claim filed in their office for [redacted], Claim# [redacted]...

will be contacted by them as soon as they have reached 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,[redacted]Executive AssistantU-Haul International

November 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Mr. [redacted].   Christopher F[redacted], our President for our Tallahassee Regional Office, followed up on the information Mr. [redacted] provided and sent the following email in response: 'Hello Mr. [redacted], My name is Chris F[redacted], I am the President of U-Haul Co. of Tallahassee, FL. I apologize for Maxx Pi[redacted], the former General Manager's short sided repsonse to your hitch install and removal. I refunded your credit card the remaining $123.58 for the wiring install. If you wish to have the wiring removed, Manager Mike Hawkins would be glad to help you anytime. If I can be of any further assistance, you can reach me on my mobile phone at [redacted] or email at chris_f[redacted]@uhaul.com. Thank you for your business. – Chris   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

January 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you again for forwarding Ms. [redacted]’s recent comments to our office.Albert Ja[redacted] a Senior Customer Service Agent, asked I forward you his recent response to Ms. [redacted]:Hello [redacted],We do apologize for any inconvenience this may have caused but we definitely would like to make sure our contract holder [redacted] is compensated for any failure in our equipment. We are looking forward to resolving this current issue with the resolution provided in our last response. We will have to recommend that the contract holder Thomas contact the third party Moving Help company to express any concerns if there is any part of the services that the hired moving group provided that is unsatisfactory. Thank youAlbert J[redacted]Uhaul customer service senior agentphone 800-789-3638 ext 850329Thank you as always for your continued support.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

March 26, 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 Brooklyn, Queens, Staten Island regional office, reviewed the recent information Ms. [redacted] provided. She informed our office a message was left for Ms. [redacted] advising her our decision in the matter remains the same, however, they did increase the value of the VIP Certificate from $50 to $100 and did send it to her email address today.

Please note there is no way Ms. [redacted] could have made a reservation and shipped items without first making a reservation for a U-Box and paying for it. The system does not allow a customer to move to the next screen unless they select a choice of U-Box. Ms. [redacted] also relayed that when Ms. [redacted] received her receipt via email, she never opened it.

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

**gust 14, 2016   Revdex.com...

ID#: [redacted] U-H**l Ref#[redacted]   Thank you for your concern for our customer Ms. [redacted].   John L**, a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hi Mrs. [redacted], This is John L** with U-H**l customer service. I'm very sorry about the experience you had with your reservation not being filled. We are investigating whether or not an attempt was made to contact you like the notes indicate. I do understand you checked your phone and email and you could not find any such evidence. I am very sorry for the trouble this c**sed you. May I please ask your current mailing address so that we may send you a check for the $50 reservation guarantee? Please feel free to respond to this email if you have any questions or if you would like to discus the matter further. Of course we can speak on the phone too, Is there a good time I can reach you? Thank you   Our customers are very important to us and we regret to hear of situations that c**se 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

December 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Paul Gentry, our Executive Assistant for our West Houston Regional Office, followed up on the information Mrs. [redacted] provided.  He informed our...

office Justin Howard, our GM for our U-Haul Moving and Storage at Sugarland Airport, attempted to speak to Mrs. [redacted] but she declined his call.  Our GM issued a refund for the overcharge in the amount of $78.85.  The refund should post on their next Visa 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 AssistantU-Haul International

June 27, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted] - [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
General Manager, Andre H[redacted], tried contacting Ms. [redacted] again. Our customers are very important to us, when we find personal belongings in our equipment we contact our customers right away. Andre did not find anything that fits the description given by customer. We are very sorry for her loss.
 
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

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Dianne R[redacted], a Senior Customer Service Agent, attempted to speak to Ms. [redacted] but reached her voice mail.  She left a detailed message requesting a call back.  She explained Ms. [redacted] was requesting a refund of $300, however, there was nothing charged to her credit card on file and we need another method of payment.  When Ms. [redacted] did call back in, she was advised her U-Box had an arrival date of December 9th.  Ms. [redacted] stated she would wait for a call back from our U-Box Department as she was requesting a refund for the inconvenience she experienced.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

October 23, 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 agreement.    Mike V[redacted], our President for our Las Vegas West Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he has been in contact with Ms. [redacted] and agreed to issue a refund for the fees she was charged.  He mentioned she was charged the fee because she did not bring the truck back as contracted causing another reservation not to be filled, thereby causing our U-Haul Center to refund the Reservation Guarantee Fee.  In the interest of customer good faith, Mr. V[redacted] authorized a refund and Ms. [redacted] will pick up the check, if not already, at his office per his agreement with her.   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

January 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our Northern Alberta, Saskatchewan and Northwest Territories, reviewed Ms. [redacted]’s recent comments to your office. She sent Ms. [redacted] an email requesting a copy of the contract that states the U-Boxes would be delivered within 14 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