U-Haul International, Inc.

April 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Melissa M[redacted], our Executive Assistant for our Miami Regional Office, reviewed Ms. [redacted]’s recent comments.  She explained our GM of our U-Haul Moving and Storage of Homestead attempted to speak to Ms. [redacted] and advise her no further refund will be issued.  Her U-Boxes were shipped with no delays to the correct address and her goods sustained no damages.  Other than the refund for $94 previously issued, nothing further will be done. 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

Dear Revdex.com,
Uhaul finally refunded my credit card with the $1957 they had double charged to my credit card, and they gave me the $150 which corresponded for them being 3 days late with my move ($50 per day), as the moving contract guaranteed.
I am still being charged almost $200 from my bank because of my credit card overdrawn when they double charged me for the move. I have a limit of $2000 and you can understand that a double charge of $1957 setted me way over that amount.
I am not going to be paying for their negligence. What they did had financial repercussions for me, since it happened at the end-beginning of the month (they took my money from july 28th to august 10th), and just moving to a new place where I had to pay rent, food and others, and not being able to use my credit card for that, had to contact my family to get money while waiting for my 1st paycheck. I am really aggravated and they don't seem to understand the seriousness of their actions.
Best regards,

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

concern for our customer [redacted].   John L**, a Senior Customer Service Agent, followed up on the information [redacted] provided and sent the following email in response: Hi this is John L** with U-Haul customer service. I am reaching out to you about the Revdex.com letter you sent disputing the toll charges that we charged your card for. We are going to stick with the fact that the toll citations line up on the dates and time you have the equipment in your possession. We are going to take the stance that we feel the rate you paid for the rental and the toll charges remain in place. I am very sorry for the trouble this caused you. I hope you will consider using us again in the future. Thank 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 Assistant U-H**l 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.]I thought this ordeal was over. I may have accepted their offer, but I will not stand for this response. I’ve dealt with a few companies’ customer services in the last month and all were immediately helpful and apologetic, putting the customer first. Not Uhaul. I’ve never been talked to or treated like this by a company, especially customer service. Let’s examine their message, which is mostly heresay:— “Please be advised through our research we show Mr. [redacted] did not have a U-Haul reservation.”— Except I did and I have an email to prove it. Part of that email states “You are scheduled to pickup your equipment a[redacted] & [redacted] on Monday, December 22, 2014 at 2:00 PM" sent at 1:07 PM.I’ve mentioned this reservation to both a customer service rep and the "investigator", but Uhaul has never asked to see this reservation. They have only asked to see the reservation I made with [redacted] so they could see what the price was. The Uhaul reservation I made with [redacted], the Uhaul location rep, was over the phone an hour before I was scheduled to pick it up. I should also note that the pick-up time was recommended to me by [redacted] who promised a price match with [redacted]. I remember her name well.They can try and say they “made a mistake” or “this piece of information evaded our ‘research’,” but they're trying to take advantage of the fact all correspondence was word of mouth and not in writing, except my email reservation.They didn’t even begin their “research” until AFTER they told me they wouldn’t reimburse me, meaning they said no before they knew all the facts. It was only after I kept emailing and calling that they began their “research.” They would have ignored my case if I hadn't emailed Uhaul executives. I repeat, I received a call a week after they denied my reimbursement saying they would start an investigation. I’m sure this is in their phone records.Directly from their website: “Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered “GUARANTEED” (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages.” They didn’t offer the $50.— "He showed up at the last minute to rent equipment because a competitor did not meet his reservation with them and he demanded we match their rate."— Firstly, what does last minute have anything to do with anything? The location didn't seem to have a problem with it being last minute since they had multiple trucks available, shown on their website and told to me by the in store rep. In the history of Uhaul, has no one ever made a last minute reservation? Am I really the first? This comment is only another attempt to portray me in a negative light, but the fact still remains I made a reservation before I went to the location.Secondly, I didn't realize asking politely, basically pleading, is considered “demanding.” I would love to see the security footage of me “demanding” they match the price of [redacted], which they already promised to do over the phone less than an hour before I arrived at the location.I’m confused how or why they think a competitor did not meet my reservation. I chose not to go with [redacted] because Uhaul promised to price match and I preferred to go with Uhaul due to past experiences with [redacted], which I now regret even though I had no other choice. Uhaul guaranteed to price match and convinced me to trust their business under false pretenses. After I arrived by taxi at the Uhaul location to pick up my reservation, I had no money to go anywhere else, so I had no choice but to use Uhaul, whether I wanted to or not.— “We did not promise to match rates with that competitor.”— Except they did, which is the only reason I made the reservation. If they couldn’t match the price, I would have gone with [redacted]. The disrespectful manager who overturned the guaranteed price match said that the choice was hers alone, not the company’s policy to deny me, right before she hung up mid conversation. The location reps even said if they could, they would honor the price match they guaranteed, but they didn't have the power to.It seems strangely convenient that none of the Uhaul reps made written notes on my account about the promises they made and none of my phone correspondence has been recorded, like most companies do, which clears Uhaul of any responsibility or consequences.Evidence shows through my “research” that Uhaul should be less concerned with me and more with the credibility and efficiency of their own employees. Apparently the idea of employees and managers lying to save their jobs is unheard of and couldn’t possibly happen. — “We did offer Mr. [redacted] alternatives, which he declined.”— Mr. [redacted]? And what alternatives? I would like to know these alternatives. At the time, I was told they would price match. When they backed out of this agreement, the only alternatives they provided me were to either rent from them or don’t, which is the equivalent of “our way or the highway.” Since I had no money and no vehicle, I had no other “alternatives.” I believe this is called kicking them while they're down.— “He did, however, accept and rent U-Haul equipment at the best rate we could provide at our Harahan, LA U-Haul location.”— No, this was not the best rate they could offer. After I completed the purchase, I looked up their online rates which were actually cheaper than in-person. I was so focused on what I was told over the phone and what I was being told in person that I didn’t think to compare online. I figured they were being upfront with me, which apparently they weren’t.— “If Mr. [redacted] had equipment issues, he could have reported them to our Roadside Assistance Department that is available 24/7, which we have no record of him contacting.”— I didn’t call because I was worried about being charged more money on top of dealing with more terrible customer service. There is nothing that states the price of their Roadside Assistance. I’ve dealt with a truck overheating before and knew I was better off waiting, which turned out to be correct. If their trucks are as unreliable as their employees and managers, there was no telling how horrible their Roadside Assistance would have been too (how long they would have taken, if they were actually competent enough to help, etc.).— “A $200 VIP Certificate was sent to Mr. [redacted] in the interest of customer goodwill that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.”— I only accepted the $200 gift certificate because they stated they would give me nothing else. Again, they give me no other choice or “alternatives.” I deserve more than a gift certificate (as if I had enjoyed their business so much I’d go back for more), but it’s better than nothing for what they’ve put me through.But goodwill? Uhaul apparently felt bad enough to give a measly gift certificate, but not bad enough to apologize or reimburse me? The money they promised, that would be goodwill. Even a simple apology would be goodwill, but an apology would require acknowledgement of wrongdoing. Defending their employees’ mistakes while continuing to make more is not goodwill. If they didn’t do anything wrong, why the gift certificate? They wouldn’t even offer the $50 for not meeting my reservation, which is an actual policy stated on their website.— "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."— Obviously a lie, and an insulting one at that. I’ve never seen an executive assistant try to discredit a customer and say they care about customers in the same paragraph. Besides my situation, there are over two-thousand complaints against Uhaul on Revdex.com alone, not including the hundreds of other sites with complaints. If this is how they treat me over a few hundreds dollars, I can only imagine what they do to other people. If they truly cared, they would have honored my reservation or my refund and at least made an apology.The bottom line is Uhaul has taken advantage of an unfortunate set of circumstances, including the fact all of the correspondence has been verbal, and turned a simple dispute into a “he said/she said” game in an attempt to vilify me and take attention off their mistakes.I sincerely appreciate the work of the Revdex.com and their attempts to help me. It's obvious the Revdex.com is a good company that actually cares about their customers and does their best to help, but it would seem Uhaul acts with impunity and this dispute will go no where. The only company that can force Uhaul to do the right thing is Uhaul, and they've made that clear.And all of this so Uhaul could save a few hundred dollars, a drop in the bucket of Uhaul’s annual $27.5 billion, but a huge amount to me and my life. I really hope Ms. [redacted] and Mr. [redacted] don’t have to know what its like to be taken advantage of by another company when they have no power to fight back, like I have. f they only gave me the price match or promised refund in the first place, they still would have gotten a significant amount of my money and I would have been fine with it. That would have been FAIR, as they like to say. All I wanted was what they promised and I will stand by the truth since I stand to gain nothing else. I have no doubt that Uhaul will come back with more excuses, more reasons why everything is my fault without proof, but unless they plan on making this right, besides a gift certificate, then I just want them to leave me alone and stop the libel and harassment. I don't know what else they hope to gain from me as they've taken everything I had. They can say whatever they want to sleep better at night and satisfy the Revdex.com, I have no power to fight them.It would seem the customer is not always right.

Regards,

March 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: 1044460   Thank you for your...

concern for our customer Mr. [redacted]. Jon S[redacted], our President for our Western Georgia Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office Mr. [redacted] dropped off the truck right before closing and drove away.  He was contacted and informed of the cleaning fee but Mr. [redacted] did not respond by taking care of the cleaning, therefore, our GM and Assistant GM took care of the cleaning before it could be dispatched to the next family needing to move.   We also show Mr. [redacted] called into our Emergency Road Assistance line and stated the two rear tires of the U-Haul truck are stuck in the mud.  Mr. S[redacted] relayed the cleaning charge would 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 [redacted] 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

December 7, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Ashley Marchese, a Business Analyst for Moving Help, followed up on the information Ms. [redacted]provided and sent her the following email in...

response:Dear Chelsea, I am terribly sorry that you had issues with your selected Moving Helper, Topnotch Movers. Thepayment code was released to the movers for payment. Unfortunately, once the payment code is given to the MovingHelper, it is out of MovingHelp.com’s hands. Your next step would be start a Resolution Case with the Moving Helperto seek a refund from the Moving Helper. The Moving Helper has 14 days to respond to you from the initial date youstarted the Resolution Case. Below are the instructions on how to file a Resolution Case with your Moving Helper. Ifyour case goes unresolved, your next available step is to pursue the Moving Helper outside of Moving Help throughthe appropriate legal channels. Unfortunately, Moving Help cannot require that the individually owned and operatedcompany pay you any sort of restitution. Moving Help only provides the web site needed to connect individuallyowned, independent service providers with their local customer. Each provider on the website sets their own ratesand availability and is in charge of their own business. Having said that, movinghelp.com is a neutral venue. I haveincluded all of the Moving Helper's contact information below. If you have any other questions I could be reached [email protected] Moving Helper contact info: Topnotch Movers, Jamon W[redacted] The Resolution Center will assist you through an online dialogue with yourMoving Helper. It is designed to shape communications into a constructive and polite solution. Here are the steps todo so: 1. Log on to movinghelp.com 2. Click on the Customer Service tab 3. Click Resolve an Issue that appears as alink. 4. Enter the email address and last 4 of the credit card used to place that order 5. Click on the name of theservice provider and follow the instructions.Our customers are very important to us and we regret to hear of situations that cause problems forthem. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

August 26, 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 Boston...

Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s American Express account. 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 14, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Dan D[redacted], our Executive Assistant for our South Philadelphia Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office Don H[redacted], our Area Field Manager, never spoke to Ms. [redacted] due to the fact our dealer resolved her issues with the extra days.  Mr. D[redacted] mentioned the only item not refunded was the fuel and relayed no further action is needed.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

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Samuel L[redacted], our GM for our U-Haul Moving and Storage at Fairmont Dr.,reviewed Ms. [redacted]’s most recent comments to your office.  He advised our office he spoke to Ms. [redacted] on or about November 14th and explained she would be receiving a refund for $450 plus an additional $50 in the interest of customer good faith.  The refund was issued back to her Visa account and should post on her next credit card statement if not already.  Mr. L[redacted] mentioned her U-Box arrived 2 days prior to her new guaranteed arrival date.  He also relayed he had been away from work for two days dealing with a personal family issue.   He attempted to pull her recorded calls but has not been able to retrieve them.  He assured our office he has gone above and beyond to help Ms. [redacted].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

April 28, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customer Mr. [redacted].
 
Casey C[redacted], our GM for our U-Haul Moving and Storage of Downtown San Francisco, reviewed the recent comments from Mr. [redacted].  Our records still only show the one charge for $363.03 from our U-Haul Moving and Storage of Downtown San Francisco.  We have no record of receiving copies of a double billing or snapshots of the charges from the Revdex.com or Mr. [redacted].  Moving Help also never confirmed they had a charge in addition to the charge from U-Haul Moving and Storage of Downtown San Francisco.  As stated in my previous letter, unless Mr. [redacted] is able to provide proof, such as a copy of his credit card statement, we are unable to cancel the billing or issue a refund.  He can provide that information to Casey C[redacted].  She can be reached at [redacted]
 
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

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Paul B[redacted], our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office...

Mr. [redacted] was contacted by our GM and offered an apology for not receiving the $50 Reservation Guarantee Fee.  Mr. [redacted] should receive the check for $50 within the next ten 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,Maria P[redacted]Executive AssistantU-Haul International

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#; [redacted]

Thank you for forwarding [redacted] recent comments to our office for review.

[redacted], our Executive Assistant for our Southern Washington Regional Office, reviewed the information [redacted] provided. She relayed that [redacted] has been advised multiple times, since his name is not on the rental agreement, we are unable to discuss the storage account with him. We have attempted to reach our customer, [redacted], but have been unsuccessful. [redacted] our Field Manager, also asked [redacted] to have [redacted] contact us to discuss the situation, however he refused. At this point we are still unable to provide [redacted] with any information on the storage account. [redacted] mentioned that the storage unit in question is due to be auctioned on October 7, 2014.

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 an not seeking a reimbursement.  As I said dozens of times already, I want a refund of my rental payment.  I DO NOT have receipts for food, ect.

June 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Gm for our U-Haul Moving and Storage of Chelsea in Manhattan, followed up on the information...

Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained he would receive $50 a day for every day the U-Box is late.

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 27, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Terry S[redacted], our President for our Montana Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and discussed her concerns.  He asked how we failed and Ms. [redacted] relayed we did not have a 15-foot truck in Butte and she could not wait or travel to secure at an alternate location due to their time schedule, but was happy we provided her with a larger truck at the 15-foot rate.  When Mr. S[redacted] asked why they did not contact our Emergency Roadside Assistance for immediate help, she relayed again her time schedule did not allow it and she was not financially set for the trip.  Ms. [redacted] seemed to get argumentative while being asked questions and Mr. S[redacted] stated he was simply trying to find a resolution.  She called him a foul word and at that point he said there was nothing more he could help her with and she 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, Maria P[redacted] Executive Assistant U-Haul International

September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he spoke...

with [redacted] and addressed her concerns. [redacted] issued her a refund for the $18 fuel fee along with an additional $50 as an adjustment on her rental. The refund was issued back to [redacted]’s [redacted] account and 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 21, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our President for our South Seattle Regional Office, followed up on the information Mr. [redacted] provided....

 He informed our office he spoke to Mr. [redacted] and let him know the text message was a mistake.  Mr. [redacted] returned the rented equipment at his desired location.
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, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted]   Rod B[redacted], our President for our Orlando Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he issued a refund for $220.01 back to Mr. [redacted] Visa account as an adjustment on his move.  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, Maria P[redacted] Executive Assistant U-Haul International

August 19, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Area Field Manager for our [redacted], followed up on the information [redacted]...

[redacted] provided and sent her the following email in response:

I will visit the location later today and check into your rental. I will also inform him that before he finishes a contract out if the fuel is not correct to call the customer first before charging. We thank you for your business and we want you to have nothing but the best experience possible during a hard time of moving.

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