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.

Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]My apologies for not responding sooner. I did not see your previous email pertaining to my complaint. This matter/issue/complaint has NOT been resolved. In fact, I am even more upset, frustrated, and concerned after reading the "Message from Business." Mr. [redacted] has fabricated the truth in regards to my complaint. (1) My changing units was due to me downsizing because I no longer needed a larger unit since the passing of my father. (2) I had paid the additional $10 a month for 24 hours access from the time I moved in 2/2011 until the time I recently moved out in 5/2015. I do have my receipts if proof is necessary. (3) My originally complaint to the staff and site/office manager at the Lusher location was in 12/2014 and not 04/2014 in which Mr. [redacted] indicated.Please advise me as to how I should follow-up or pursuit this issue/complaint. This matter has NOT been resolved.Thanks,[redacted]

Regards,

October 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted].   Randall D[redacted], our GM for our U-Haul Moving and Storage at Ashley Rd., followed up on the information [redacted] provided.  He informed our office he tried reaching [redacted] to advise her he could reverse the charge for $17.24 back to her credit card, however, he needs her to go into his store to process the transaction.   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

February 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Agent, left a message for Mr. [redacted] offering his apology for any rude treatment he experienced with U-Haul staff. Apparently...

the person Mr. [redacted] hired to help with his move has a past balance with U-Haul. And because we gathered both Mr. [redacted]’s information in addition to his hired help, the two were linked in the same E-Alert file. We are not holding Mr. [redacted] responsible for the other persons debt to U-Haul, however, this does prevent him from renting from U-Haul until the debt is paid in full. Mr. [redacted] explained that Mr. [redacted]’s name will remain on E-Alert until the E-Alert file is cleared of the debt.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 28, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Elizabeth L[redacted], Traffic Control Manager, reached out to Mr. [redacted]. Mr. [redacted] agreed the rate for the truck was $606 and the auto transport was $244. Ms. L[redacted] apologized for the error, and refunded the difference of $192.50 back to the customer’s card. Mr. [redacted] agreed to the amount and the issue is resolved.
 
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

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.[redacted] did not follow up with me.  It was only yesterday, May 5, 2015, AFTER I FILED MY COMPLAINT with the Revdex.com, that someone locally, a woman named [redacted], contacted me.  She still did not give an explanation as to why I was charged $87 for a 24 hour rental advertised at $19.99.  All she said to me was, “I’m sorry you didn’t understand you were charged a deposit.”   AT NO TIME during the phone call when I reserved the van, did the rep say anything about a deposit being taken and certainly not one in the amount of $87 or I would have objected then.  I was told that a $1.00 hold would be placed on my credit card.  On the day we rented the van, April 27, 2015, the mileage was checked BEFORE we left the store and again checked when we returned a few hours later.  The gas tank had been filled as well.  Therefore, I should have been charged and paid the ACTUAL amount due and not some larger amount.   I called that very day (Monday, April 27) to speak to someone and get an explanation as to why this larger amount had been taken from my account and the person who answered could not give a reason, just said I would get a credit and then hung up or we were disconnected.  So I called again the next day, spoke to another woman who put me on hold and then I was disconnected AGAIN.  I called AGAIN on Wednesday, April 29, 2015 and asked to speak to a manager.  I was put on hold and then told no manager was available to talk to me, but that they would call me back, which they never did.  I then filed a complaint because I think this is bad business practice and if they are doing this same thing to every client (charging an excessive amount then giving a credit three or four days later), then they are using other people’s money (possible earning three to four days interest) while the money is in U-Haul’s account and keeping me (and possibly others) from having access to my own funds.

Regards,

January 27, 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 Knoxville Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office she had the truck Mr. [redacted] rented inspected by our return U-Haul location and they found no mechanical issues. Ms. [redacted] also mentioned that our original storage location had available storage but was not able to accommodate Mr. [redacted]’s request for a smaller storage unit on short notice. She did, however, issue him a refund for fuel and the extra mileage he incurred along with an additional $50 to help offset the inconvenience he experienced. The refund for $72.87 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,

Executive Assistant

U-Haul International

December 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our SW Ohio Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office an inspection was done at the storage location involved and they found no mold issues in the building. He also relayed there is no climate controlled environment offered to the stored items. Ms. [redacted]’s claim was denied.

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 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Our records indicate two separate refunds for $7 each were issued back to Ms. [redacted] account on May 14th 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

March 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the...

information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him she had issued refund for the $50 fuel charge back to his [redacted] 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 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

size="3">[redacted], our Area Field Manager for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Mrs. [redacted] provided and sent them the following email in response:

Dear [redacted], Thank you for taking the time to communicate with us on your recent rental. Please accept our apology for the inconveniences that may have been caused. As you may appreciate, the safety of our customers is extremely important to us, and the operators on call worked very diligently to get you some assistance as quickly as possible; making no less than 10 attempts to have roadside assistance to you in the shortest possible time. Unfortunately in spite of their efforts,and due to the time of the day and week, the response was delayed. U-Haul Company commits to every customer, that while unable to predict equipment failure, in the event that it happens, U-Haul will do everything to assist in the completion of the move at no additional charge/cost to the customer. This has been done. As a customer service goodwill to you, a credit of $300.00 has been issued to your credit card account as well as $100 in VIP Certificates has been sent to you via email. The VIP certificates are good for two(2) years and can be used for any of the products and services provided by U-Haul. We hope you will give U-haul a chance in the future. Sincerely, [redacted]

Mr. [redacted] sent an email back to Mr. [redacted] relaying his appreciation for the refund. He relayed he had printed the $100 VIP Certificate but had not seen the credit for the $300 to his Visa account. Mr. [redacted] sent Mr. [redacted] another email on December 26th advising him the credit had been approved and should post to his Visa account within a 3-5 business day period.

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 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]...

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She corresponded with Mr. [redacted] by email. The following email was sent today:

Mr. [redacted], Thank you for the information. We have researched your claim and determined that the installation could of been faulty causing your issues. Our apologies for the inconvenience and for the time it has taken you to get this resolved. I have issued a refund check to the address you provided and you should receive that in 7-10 business days. We appreciate your business and hope to be of service to you in the future. Thank you, [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,

Executive Assistant

U-Haul International

April 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Field Manager for our U-Haul Storage Centers of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he...

sent an email to Mr. [redacted] advising him of a refund for $28.25 he issued back to Mr. [redacted]’s [redacted] 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,[redacted]Executive AssistantU-Haul International

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided and sent him the...

following email in response:[redacted], Your communication with the Revdex.com has been forwarded to my attention for review and resolution. Per your request, the two charges of $276.58 and the one charge of $98.29 have been refunded to your account. Your new balance due is $1139.61. If non-payment continues your boxes will be sold to satisfy the lien. Please contact general manager L[redacted] at [redacted] if you have any further questions regarding your account. Thank you, [redacted] Executive Assistant U-Haul Co. of [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,[redacted]Executive AssistantU-Haul International

January 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] Office followed up on the information [redacted] provided and asked that we relay his apology for the disatisfaction [redacted]...

experienced. He also asked that we relay his following message to [redacted]:

Dear [redacted], I received a copy of your correspondence to the Revdex.com. I'm sorry you are unhappy with U-Haul at this time. We value our customers and strive to always provide good service. I looked into the situation you wrote about. Here's what I found: Your rent was due on Dec 15th. A week earlier, on Dec 8th, we sent you an email reminding you of the due date and amount due. When the rent remained unpaid on Dec 19th, we emailed you a late notice and sent out a paper copy via [redacted]. We had not heard from you, so on Dec 21st, we attempted phone contact. Your agreement with us requires you to pay your rent on time, each month. Your due date is always the 15th. When you moved in, we asked you for an Alternate Contact person in the event we were unable to reach you and needed to. You provided us with the name and number for [redacted]. She was contacted and asked to let you know that your rent was now overdue and we needed payment or contact from you. This is our standard procedure when we are attempting to collect late rent. When I looked up your payment history I saw that you have been late several times since you moved in. In fact, you missed your October payment completely this year. We understand that things happen, but like any business we depend on our customers making timely rent payments, and/or contacting us if they are going to be late to see what arrangements may be made. There is no refund due to you and no free rental months coming. The rent on your units is now paid until January 15th. Our contract is month-to month and you are expected to make payment on or before that date if you want to remain in our Storage. We offer auto-pay on credit and debit cards and electronic check options to help make paying rent easier for you. Please contact the Manager, [redacted] at [redacted] with any questions or if you want to take advantage of these convenient options. Thank You. [redacted], President U-Haul Co. of [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,

Executive Assistant

U-Haul International

October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Martha M[redacted], our Executive Assistant for our Atlanta North Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she...

spoke to Ms. [redacted] and provided a Reference Number to give her bank to research the refund that we issued to her Master Card account on October 12th in the amount of $162.63.  The refund 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,Maria P[redacted]Executive AssistantU-Haul International

December 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on...

the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. She also relayed she wanted to issue her a refund for $150 as an adjustment. Ms. [redacted] asked that we hold the offer and will call Ms. [redacted] back in a few 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

May 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Kevin N[redacted], our President for our Missouri Regional Office, followed up on the information Mr. [redacted] provided.  He discussed the issue with our GM and Assistant GM of our U-Haul Center and they both relayed Mr. [redacted] indeed had a reservation to have a hitch installed.  When Mr. [redacted] was contacted to schedule the installation for the following day, he could not be reached.  The following day Mr. [redacted] did not show and our Center staff was still not able to reach him.  The next day Mr. [redacted] came into our Center, thinking that was the date for the installation.  Our Assistant GM offered his apology and explained they had two other customers with reservations that day in front of him and they could still install his hitch but it would be later that day.  Mr. [redacted] got angry and used foul language with other customers in the lobby.  He was asked to leave and call our GM.  Our GM said he did receive a call from Mr. [redacted] and Mr. [redacted] began cursing him over the phone.  Our GM apologized for the confusion and said he could still get his hitch installed that day but Mr. [redacted] continued to curse and hung up.   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 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern [redacted] regional...

office, followed up on the information Mr. [redacted] provided and sent him the following email:

Mr. [redacted] I emailed you last week regarding your concern over your breakdown with the 26 foot truck. I do see that you arrived at your destination on 7/11/14. If you have any hotel or meal receipts that you need to be reimbursed for, please contact me at the UHaul regional office in [redacted]. Thank you [redacted] Senior Office Clerk UHaul of Eastern ** [redacted]

Ms. [redacted] also attempted to speak to Mr. [redacted] but received no answer and found the voice mail was not set up to take messages.

 

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 17, 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 Idaho Regional Office, followed up on...

the information Mr. [redacted] provided. She informed our office Mr. [redacted]’s concerns were previously addressed. Although we strive for 100% satisfaction, there are times when we may need to offer other options. Having to offer other options can be due to the previous customer keeping the equipment longer or dropping at a different location, as well as equipment malfunction. Mr. [redacted] was offered a refund for the $50 Reservation Guarantee Fee but he declined. Ms. * relayed, in an effort to show customer good faith, a refund for the $50 Fee was issued back to his [redacted] Card account listed on the rental agreement. 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

November 9, 2015Revdex.com ID#: 10866563U-Haul Ref#: 986829Thank you for your concern for our customers Jesusa Flores and Lorena Castillo, whose name is on the actual rental agreement.Heather Penix, Senior Staff for our Ohio Regional Office, followed up on the information Ms....

Flores provided.  She informed our office she spoke to Ms. Flores and explained the charges on their contract.  She relayed she confirmed the refund for $36.34 back to their Master Card.  Ms. Flores stated she would review her card again and call Ms. Penix back if she still does not see 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,Maria PalmisanoExecutive AssistantU-Haul International