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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

February 25, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Office, reviewed the...

recent comments from Mr. [redacted]. She asked that we apologize for her delay in getting the collection letters stopped but assured our office she personally spoke to our Credit Administration Department and was told, as of today, the letters would be stopped. She also mentioned we show a $0.00 balance on his account and Mr. [redacted]’s name has since been removed from our E-Alert system.

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

June 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the full amount of the rental was issued back to Mr. [redacted]’s [redacted]...

account. The refund for $165.39 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

August 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted]...

Suburbs, followed up on the information [redacted] provided. She informed our office a refund for the shipping costs in the amount of $1,137.09 were issued back to [redacted] on July 25th 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,

Executive Assistant

U-Haul International

September 10, 2014

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 in Portsmouth, followed up on...

the information Ms. [redacted] provided and sent her the following email on September 3rd in response:

Ms. [redacted] we apologize for any problems you experienced with your rental as a result I am prepared to offer you a refund of $68.82 that will make the cost of your rental $95.00 which is what you would have paid had to receive a 26 ft. Please respond by email letting me know if this meets your approval.

Our records indicate a refund for $68.82 was issued back to Ms. [redacted]’s [redacted] account on September 5th 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,

Executive Assistant

U-Haul International

September 7, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted].   Frederic W[redacted], our President for our Northern Alberta, Saskatchewan and NWT Regional Office, followed up on the information [redacted] provided.  He informed our office he spoke to [redacted] in detail about her concerns and they were able to reach an amicable resolution.  Mr. W[redacted] also provided his direct telephone number should she need to contact him in the future.  He stated him and [redacted] had a pleasant conversation and she expressed her satisfaction with the outcome.   Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

July 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a $20...

VIP Certificate was initially sent to Mr. [redacted] to help offset the inconvenience he experienced. In the interest of customer good faith, Mr. [redacted] issued a refund for $10 back to Mr. [redacted]’s [redacted] account, which should post on his next credit card statement.I hope Mr. [redacted] will still take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years. 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,

[redacted]Executive AssistantU-Haul International

September 15, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. Van D[redacted].   Brenda O[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. Van D[redacted] provided.  She informed our office she spoke to Ms. Van D[redacted] and offered her apology for problems she encountered.  She advised Ms. Van D[redacted] a refund for $350.72 was issued back to her American Express account on September 8th and should post on her next credit card statement.    As we value Ms. Van D[redacted] as a customer, Ms. O[redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.   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] U-Haul International

October 2, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Charles W[redacted] our Executive Assistant for our Raleigh, NC Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he has photos and detailed information from the service provider that was sent out on the Road Assistance call from Ms. [redacted].  During the inspection from the service provider, he confirmed the issue was customer caused by attempting to back up a loaded towdolly and not equipment failure or improper loading of the vehicle on the towdolly by our dispatching U-Haul location.  Mr. W[redacted] explained that decals on the tongue of the towdolly as well as information in the User’s Guide stated not to back the loaded towdolly up as damage may occur.  He also relayed Ms. [redacted] was not charged for damages to the U-Haul towdolly or for the call for the service provider.  However, no refund will be issued to Ms. [redacted] in light of their findings.  Mr. W[redacted] called Ms. [redacted] and left a message requesting a return call in order to advise her of his findings.   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

March 10, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

John M[redacted], our President for our San Antonio West Regional Office, followed up on the information Ms. [redacted] provided.  He informed our officer a refund for $50 was issued for the items not received along with a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Mr. M[redacted] explained a message was left on Ms. [redacted]’s voice mail relaying this information.  The refund should post on her next [redacted] credit card statement.

Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.

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
Tell us why here...

January 15, 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 Northeast Pennsylvania Regional Office, followed up...

on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] offering his apology and explained he had issued a refund for $16 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

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we can only recommend a specific size of...

equipment for our customer’s needs based on average rooms of furniture, however, the final decision is up to the customer as they only know how large or bulky their furniture may be. [redacted], a Customer Service Manager, relayed that he carefully reviewed the information Ms. [redacted] provided to ensure she received a fair resolution. Ms. [redacted] had requested $153.01 as a full refund for the second rental in addition to $228.92 for the fuel and $136.85 for a hotel expense. Mr. [redacted] advised her, because she did not incur a breakdown with the U-Haul equipment and she did complete her move, a refund for the truck, fuel, and hotel did not warrant a refund. However, in the interest of customer good faith, Mr. [redacted] stated he would be willing to make a refund for a portion of the fuel in the amount of $114.46 plus send her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Please be advised that we cannot block a file from being viewed by another agent or management. Mr. [redacted] actually discussed Ms. [redacted]’s rental concerns with senior management and they concluded that a fair resolution was made. At this point we will honor Mr. [redacted]’s offer to make a refund for $114.46 plus a $30 VIP Certificate if Ms. [redacted] would like to accept.

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 11, 2014

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 at Northeast Expressway, followed up on the information...

Mr. [redacted] provided. Mr. Smith informed our office that Mr. [redacted] relayed to him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid.

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 30, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field...

Relief Manager for our Northern Colorado and Wyoming Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:[redacted], on behave of my MCP (Marketing Company President) [redacted] we do apologize about your experience and the inconvience of the breakdowns that happened I did close your objection and I also did reimburse the $50.00 reservation guarantee per my MCP [redacted]. We did resolve the issue of the days and hours issue that you ran into at the time of pick up that day. I personally called you and I also did speak to the hitch pro James and told him to give you the truck for the amount of hours that you had reserved it so that issue was resolved before you finished the rental and we did not charge you double so everything was perfectly clear as far as how long you would have it before you left. My MCP has also spoke to our repair dispatch manager about the vendor and that issue has been resolved. Thank you, [redacted] Field Relief Manager UHC of Northern Colorado and Wyoming

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.

Regards,

Dear Revdex.com,

A $50 return payment for the cancelation of my reservation is unacceptable. I feel Uhaul does whatever they want concerning moving trucks to different locations based on people who will spend more money on packing accessories etc. the change of reservation location was told to me the day before my move. The location was an hour out of my way. I also lost all my help for packing because my family made plans for early that morning and had other plans that afternoon. This company uses false advertisement and a monopoly on the truck moving industry that let's them do whatever they want. I have read many complaints like mine and worse. They are not sorry. They don't care to resolve issues in a professional manner. And they are allowed to continue with no consequences. I am disgusted by their behavior and lack of professionalism.

April 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offering his apology for any mishaps that happened at our West Babylon U-Haul Center and assured her he will follow up on the situation to help prevent it from happening again. Mr. [redacted] explained the brake controller was fixed and the dash board had to be mounted for it to work correctly.

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 11, 2015

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 Cleveland Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He relayed that U-Haul Engineering Services at our Technical Center test all equipment to safely determine load limits. At no time do we want to place a cusotmer at risk and the reason we give each customer a User’s Guide printed with each contract. Mr. and Mrs. [redacted] failed to follow both recommendations on the User’s Guide by placing the heavier items to the rear of the trailer. This resulted in the condition called whipping as the cusotmer described. They also overloaded the trailer causing the springs to break. The wrecker service noted in the Emergency Road Assistance file that after they removed 5 boxes from the trailer, it still weighed 4,700 lbs. Maximaum weight for the trailer Mr. and Mrs. [redacted] rented is 4,600 lbs.

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 have reviewed the response made by the business in reference to complaint ID [redacted], and decided to accept the offer by the company. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Also, below is my final response to the company for their review:"U-Haul,            Per your last e-mail above - "Customer was quoted a local delivery charge by truck of $163.12 to 123 Any Street, Daly City, CA. (Destination)" and after a discussion with the GM ([redacted]) of the U-Haul of Grand Forks, delivery to my home address was specified as part of my order and was supposed to have been executed free of additional charges. Despite your claims, there were no multiple phone calls with a explanation to my father of any delivery situation or alternative off-loading processes but instead a single phone call (after numerous messages left by him to your office) informing him that my boxes had arrived and that there "were no drivers available" to transport them to my home. He was then told that he would need to pick them up himself via trailer rental, truck rental, or by off-loading the contents to a POV on site. If he did not do this immediately, U-Haul would begin charging me storage fees everyday the pods remained at your store. I was deployed at the time and not available to tell my father that delivery was part of the order, so he decided he had no choice but to rent a vehicle (conveniently from your U-Haul store) and off-load my items with the help of my brother, mother, and a hired-hand. My parents are a elderly couple and the delivery was supposed to have spared them from the labor and hardship of moving 4,000 pds of household goods.  I am busy trying to get my life back in order and do not wish to deal any longer with the lack of response or excuses by U-Haul directed at me as if I am at fault for something. Rather than generate more anguish and frustration from any further dealings with U-Haul, I have decided to take your offer even though it does not compensate for all the expenses I had incurred from this negative experience. Please understand that I will be informing my fellow Air Force and Active-Duty service members about the lack of support I was given in the hopes they avoid a company that takes such a negligent, indifferent behavior towards it's customers. I will not have any future transactions with U-Haul until your store and company reimburse me as requested."Thank you to the Revdex.com for the help in engaging U-Haul into some kind of  compensation because I do not think they would have responded at all without your intervention. You are much appreciated.

Regards,

August 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] Regional Office, followed up on the...

information [redacted] provided. She informed our office she spoke to [redacted] and offered her apology for the inconvenience he experienced and addressed his concerns. A refund for $129.56 was issued back to his [redacted] account as an adjustment on his rental. 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 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the...

information Mrs. [redacted] provided. He informed our office our U-Haul Center GM contacted Mrs. [redacted] and explained all storage accounts were put on auto-pay and apologized for the inconvenience she was caused. He reversed the payment and advised Mrs. [redacted] she could go online and use another form of payment.

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, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Brooklyn/Queens/Staten Island regional office, reviewed the information Mr. [redacted] provide. She informed our office she had left a message for Mr. [redacted] and he did return her call. She relayed that he was charged appropriately and the refund for the extra rental period was in the interest of customer good faith. As we value Mr. [redacted] as a customer, the VIP Certificate previously offered was issued to his email address. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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.

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

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Description: Truck Rent & Lease, Storage Units - Household & Commercial, Storage Units - Portable, Moving Assistance - Packing, Unpacking, Organizing, Gas - Propane, Truck Equipment & Parts, Packaging Service, Trailer Hitches

Address: 2701 N. Reynolds Road, Toledo, Ohio, United States, 43615

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