U-Haul International, Inc.

November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for you concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul Storage of [redacted], followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms....

[redacted] and Mr. [redacted] in reference to her recent rental.  They discussed all aspects of her visit from their initial encounter with a customer service representative to the phone conversation, which they stated prompted her write a customer review.  Ms. [redacted] was more concerned with the rate of miles she actually used.  They were able to settle on a total of 12 miles.  A refund in the amount of $77.73 was issued as an adjustment on Ms. [redacted]’s rental 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

November 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided.  She informed our...

office she issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee 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,[redacted]Executive AssistantU-Haul International

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Re.

[redacted], our Traffic Manager for our Hamilton regional office, followed up on the...

information Mr. ** provided. She informed our office she spoke to Mr. ** and offered her apology for the inconvenience he experienced with his recent U-Haul rental. She also advised him of a refund for the $50 Reservation Guarantee Fee along with 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.

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.  I have gotten an email but nothing like this one to my email and I respond like this to [redacted].  
No I will not pay no half of bill of $25 for cleaning bill ok because like we said the truck was not dirty ok. I already contact the Revdex.com about this situation. So the only thing I should be paying is the fuel fee and that is all ok. I will take this to court too. I'm so stress over this and honestly I suffer from depression and this is adding to it and yes my therapist has been inform about this issue too. SO NO I AM NOT PAYING FOR NO CLEANING FEE AT ALL... OKAY.. Thank you and have a nice day [redacted].. Also I will be forwarding this email to the Revdex.com.. P.S. This is just add right nowAlso I am not paying for no late fee neither because you should not take 2 1/2 week to contact no customer of any remaining fee on their bills. Thank you very much and have a very merry christmas and happy new year. 

Regards,[redacted]

September 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Chicago South and SW...

Suburbs, followed up on the information Mr. [redacted] provided. He informed our office a refund for $2,529 was issued to Mr. [redacted]’s [redacted] account and 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 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Island regional office, followed up on the information Ms. [redacted] provided. She informed our office she has been in contact with Ms. [redacted] recently regarding her U-Box move. She assured Ms. [redacted] she confirmed her box was picked up and also put a trace on the box with the carrier. She is currently waiting on a response from the carrier. Ms. [redacted] advised Ms. [redacted] she would be compensated for the late arrival and that our first priority was to get her box delivered to 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,

Executive Assistant

U-Haul International

March 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Fort Worth Regional Office, reviewed the recent comments from Ms. [redacted] and sent her the following email in response:

[redacted], I wanted to make sure and reach to let you know we have issued you a $50 VIP to be used towards your next U-Haul rental. The certificate # ([redacted]) was emailed to this same email address. We apologize for all the troubles you have encountered using our services, we hope you know this is not how we want or customer’s to be treated or experience during their move. If we can be of further service feel free in contacting me at the information below. Again, thank you for choosing U-Haul, and we look forward to serving your moving needs in the future. Sincerely, [redacted] Fort Worth Traffic Control Manager ###-###-#### – office [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,

Executive Assistant

U-Haul International

April 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], **, followed up on the information Ms. [redacted] provided. He informed our office...

he left a message for Ms. [redacted] advising her the problem with the gate had been fixed. Mr. [redacted] stated the issue with the gate happened while he was on vacation and was sorry no one brought this to his attention before Ms. [redacted] made him aware of the problem she was experiencing.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 10, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].  The name listed on the rental agreement is [redacted]. Kevin S[redacted], our...

Area Field manager for our Atlanta North Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and issued a refund for the $14 Safemove Protection fee.  He also relayed he would address the information with our U-Haul Dealer to ensure proper procedures are being followed locally and ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. 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

October 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Iowa Regional Office, followed up on the information Dr....

[redacted] provided. He informed our office he contacted Dr. [redacted] and discussed his concerns. He advised him of a refund for the U-Box rental fees in the amount of $597.65 due to the delay. He also mentioned that Dr. [redacted] had relayed that four boxes would accommodate his move. Two boxes were delivered at no cost and the other two were ready to go for them. All boxes shipped on time. The refund was issued back to Dr. [redacted]’s Visa account and 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

February 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Relief Manager for our Eastern Florida Regional Office, followed up on the...

information Mr. [redacted] provided. He informed our office that a hitch and wiring were installed on Mr. [redacted]’s vehicle. A check for the labor in the amount of $87.50 was issued to Mr. [redacted]. He should receive the check within the next 10 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,

Executive Assistant

U-Haul International

September 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our North Seattle Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response:[redacted], It looks like there was refund in the amount of $45.82 issued to the card you used for the rental on 08/24/2015 for the extra miles charges. Did you not receive the refund? Thank You [redacted] Executive Assistant U-Haul of North SeattleWe continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 11718585, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Actually late delivery is not a big problem I complained, since I totally understand it happens sometimes. The most disappointing part of my experience with Uhaul service is its customer service. Most of the customer representatives seem not to care about their customers.  I called Uhaul’s customer service, the staff transferred my call without notice, and then I waited on-line and when my call was answered again, I need to explain my situation again, then I was transfer again, then another round of explanation came. And it seems Uhaul hired some unprofessional customer representatives, and most of them didn’t know how to process my case, therefore, their solution was to leave this problem to other department or other colleague.  And what they promised that someone would call me back is actually a joke. What I hope is that Uhaul can regulate their customer service group since it is the window of Uhaul. When the customer calls for help, they can serve him/her much better with only one call instead of multiple call during multiple days for only one question.

Regards,

September 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided.  He assured our office he addressed the rental...

with our GM of our U-Haul location Mr. [redacted] rented the truck.  The equipment is safe and worked according to our standards but also mentioned the driver door did not seal properly causing a loud noise while on the road.  A refund for $350 was issued to help offset the inconvenience Mr. [redacted] experienced during his move.  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 11, 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].

Gavin Long, a Customer Service Agent, followed up on the information Ms. [redacted] provided.  He spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee along with a refund for the extra day charge in the amount of $50.31.  The refunds should post on her 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
Tell us why here...

April 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alberta,...

[redacted], and Northwest Territories, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered an apology for not keeping the scheduled appointment at the store. A refund for $150 was issued to Mr. [redacted], which is more than what was collected for our services. 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

December 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] concerns to our attention.I have directed the information Mr. [redacted] provided to our Human Resources Department for further follow up and resolution.  We appreciate your...

concern and continued support.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

June 29, 2015

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 Central Chicago Regional Office, followed up on the...

information Mrs. [redacted] provided. She informed our office she contacted Mr. and Mrs. [redacted] and advised them of a full refund of their rental due to the issues they experienced with the U-Haul equipment. Ms. [redacted] also mentioned Mr. and Mrs. [redacted] have a damage claim for damages they incurred when the transload was done that is currently being researched by our Southern Georgia Regional Office.

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 19, 2016

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

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

Rod T[redacted], our President for our Georgia Northeast Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Good Afternoon, This is Rod T[redacted] with UHaul Company just wanted to follow up about a concern that you had at one of my locations can you please call me at [redacted]. Thanks

Mr. T[redacted] also relayed he left several messages requesting a return call and hopes to hear back from Mr. [redacted] 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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

October 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tidewater Regional Office, reviewed the information Ms. [redacted] provided. Standard procedure is for a credit card company to automatically drop the hold within 10 days if a charge is actually not sent in. Our records indicate a request to release the hold was sent by U-Haul on September 2nd and then again on September 12th. Mr. [redacted] relayed no further action 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,

Executive Assistant

U-Haul International