U-Haul International, Inc.

Ms. Garcia,My name is [redacted], complaint number is [redacted]. 
I am contacting you regarding the above referenced complaint against UHaul. I just spoke with [redacted], the regional representative, who informed me that according to my reservation, the location I reserved was only a preference. As you can see in the e-mail I received from UHaul confirming my reservation, it says this is a guaranteed reservation, and that UHaul will arrange the equipment at the most convenient location. Ms. [redacted] told you that she called and left me a voicemail; I never received a voicemail, I only knew she called because of the e-mail I received from the Revdex.com. At that point, I [redacted] some numbers from missed calls I had and figured out which one was UHaul. Due to the holidays and my work schedule, it took a while for me to be able to get in touch with her.  I made this reservation on September 26 for a December 1 move. They had plenty of time to ensure the equipment would be available. I budgeted $200 for a moving truck, because my truck was quoted at $170. On November 30, I was told that I would have to drive an hour to pick up my truck, and that it would not be available until 12pm. I had originally made the reservation for 9am, so had movers booked at 10am. According to the attached e-mail from UHaul, this was a guaranteed reservation, not a preference as [redacted] claims. I ended up having to pay $430 to book a moving truck at the last minute from another company, which I'm sure was so expensive because I was booking a truck with less than 24 hours notice.  I am asking to be compensated for the difference, as UHaul guaranteed this truck for me and because they did not fulfill this guarantee, I had no choice but to book another company at the last minute. The $50 they gave me is a slap in the face, as I spent over $200 more to get a truck for my moving day and the amount of stress it caused. [redacted] was stressing that in the e-mail that I received when I booked the truck, it said that my location and time were "preferred" rather than guaranteed, which is completely inaccurate. She apologized that I was inconvenienced, but this was more than being inconvenienced; this was completely impossible.
So far, nothing has been done, as UHaul continues to insist that all of my reservation details were preferences, rather than an actual reservation. I hope that upon review of this e-mail, you see that this was more than a preference, this was a guarantee that UHaul did not fulfill.  Thank you for you time. [redacted]

November 25, 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 North Indiana and South Cook County Regional...

Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. A refund was previously issued by our U-Haul Center for the three U-Boxes on November 17th in the amount of $320.84 back to Ms. [redacted]’s [redacted] account. Ms. [redacted] issued a supplemental refund for $151, which is half of the delivery amount, back to the same [redacted] account. Both refunds 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

January 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Inland Northwest regional office...

located in Spokane, followed up on the information Mrs. [redacted] provided. She informed our office she sent her the following email:

Dear Ms. [redacted], Thank you for your communication concerning your recent U-Haul rental. Communication like yours are extremely helpful as they keep us aware of problems encountered at a local level. Please accept our thanks for taking the time and effort to write us. After reviewing the video footage at the time of your rental Saturday morning, we were able to determine that your 17 foot truck was rented to you with no damage and was indeed returned with new damage. I have been advised that they did tell you about the damage while you were still there, but you did not know how the damage occurred and thus advised you did not want to pay for it. Your contract was placed on hold that evening so that our shop could do a damage estimate on it to assess the damages and the repair costs. According to your rental contract addendum (document holder), #4 indicates that "Customer agrees any charges that cannot be determined or that are not known to Company at the completion of the rental are payable by the Customer immediately upon receipt of an itemized invoice." I understand that Monday morning after completing your contract, the GM, [redacted] emailed you a copy of your final invoice, which you acknowledged having received in your Revdex.com File. I regret to inform you at this time we are declining your request to not be charged for the damages, as all evidence suggests that it did occur during your rental. Sincerely, [redacted] Customer Service

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 28, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Allen L[redacted], our President for our Maryland Regional Office, followed up on the information Ms. [redacted] provided.  He assured our office the Promissory Note has since been canceled and her name and personal information has not been compromised.  He asked I relay his personal apology for the mix up and assure Ms. [redacted] she was not charged any extra fees.    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 17, 2016 Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms....

[redacted].   Frederic W[redacted] our President for our Northern Alberta, Saskatchewan and NWT Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he had a pleasant conversation with Ms. [redacted] and addressed her concerns.  He offered his sincere apology for the situation she incurred and provided his direct telephone number should she have any further issues.  Mr. [redacted] relayed to her he would be glad to assist her.   Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

June 13, 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 Mass Ave. in...

Boston, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and assured him he will be personally handling the dispatching error that may have delayed his U-Box to be shipped.

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 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Chicago regional office,...

followed up on the information Ms. [redacted] provided. Ms. [redacted] was not able to be reached at the telephone number listed but it was found that a refund for $150 was issued on April 24th back to her Visa account as an adjustment. Mr. [redacted] relayed that if receipts for hotel and fuel for her vehicle from April 18th-April 20th can be obtained, he will issue reimbursement for those expenses. He is currently awaiting a call back.

As we value Ms. [redacted] as a customer, we also sent her a $100 VIP Certificate that 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.

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 10, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted]   Sheree D[redacted], our Executive Assistant for our Coastal South Carolina Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a refund for $215.11 was issued as an adjustment on Ms. [redacted]r rental along with a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.    In addition to our truck and trailer rentals, we also rent pickup trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We offer sale items such as boxes, packing supplies, rope and tape and 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, Maria P[redacted] Executive Assistant U-Haul International

January 13, 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 Central Georgia Regional Office, reviewed the recent comments from Mr. [redacted] to your office. She spoke to Mr. [redacted] and informed him of a refund for the $10 fuel charge back to his [redacted] account. The refund should post on his next credit card statement.

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

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental...

agreement.

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She explained when they made their initial reservation, they were told the U-Haul truck was only available for 12 hours and needed to be back by 7:00 am as it was already scheduled to be used by another family before they made their reservation. Our U-Haul Center was able to allow them to keep the truck until 8:30 am. The contract was signed indicating the truck was due back at 8:30 am. As a result of them not abiding by the contract, we were not able to provide the truck for the next family and were forced to refund them the $50 Reservation Guarantee Fee. Ms. [redacted] apologized the truck was not available for the length of time they wanted, however, they were advised this from the beginning. She also explained that a refund could not be issued as the charges on their contract are correct.

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, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   Zakery H[redacted], our GM for our U-Haul Moving and Storage of Albany, reviewed Mr. [redacted]’s recent comments and informed our office a refund for $85.52 has been issued back to the [redacted] credit card acco[redacted] listed on the rental contract.  The refund should post on his next credit card statement.   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

February 3, 2016   Revdex.com ID: [redacted] U-Haul Ref: [redacted]   Thank you for your continued concern for our customers [redacted] and [redacted].  Stephen I**, Senior Staff for our Tidewater Regional Office located in Portsmouth, reviewed Mr. and Mrs. [redacted]’s recent comments and sent the following email in response: Mrs. [redacted], unfortunately we are unable to refund you the additional fee. The additional $37 you paid represents the amount you would have paid if you had taken the trailer back and re-rented it to King George, VA instead of Chesapeake, VA. Your rental agreement specifically stated that the trailer must be returned to the location on the agreement or you must call the drop off location before dropping the equipment off.   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

January 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul of Ithaca, followed up on the information Mr. [redacted] provided. He spoke to...

Mr. [redacted] and advised him of an additional refund for the requested amount of $404.80 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

November 20, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

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

provided and sent her the following email in response:

Dear Ms [redacted], I have been trying to contact you about the Revdex.com letter sent. Your cell phone number says you are not accepting calls at this time and does not allow a voicemail. Please contact me at your earliest convenience to discuss your storage room that has now moved into lien status. Thank you, [redacted] ###-###-####.

 

Please be advised that the storage contract Ms. [redacted] signed states failure to pay on the due date will result in:

$15 late-fee charged. Denied access to your room.

$15 pre-lien fee charged 15 days after the due date.

$50 lien processing fee. Assessment of a lien and sales of stored goods.

 

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 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Mr. [redacted].Anthony F[redacted] our Area Field Manager for our Fort Lauderdale Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee back to his Visa account.  The refund should post on his next credit card statement.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]U-Haul International

September 8, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Anthony G[redacted], a Senior Customer Service Agent, and Ashten P[redacted], our Traffic Manager for our South Puget Sound Regional Office, both followed up on the information Ms. [redacted] provided.  Anthony explained he spoke to Ms. [redacted] and discussed her concerns. He relayed he reviewed the calls and found Ms. [redacted] was told the shipping estimate would be $3,340 and the total charges with the selected delivery options would be $4,005.70.  She was also advised they would not be charged for the reservation but on September 24th would be charged for the monthly rate plus $75 for truck delivery.  Finally, on October 13th, Anthony stated Ms. [redacted] was told she’d be charged a $115.95 truck delivery fee, which did not match with what Ms. [redacted] seems to be scheduled for currently and after review of the contract, he found changes were made to the dates.  This would have also changed the rates and Anthony relayed it seems to be the point where Ms. [redacted] became confused with what was due.  He asked for input from Ashten P[redacted] at that point because Ms. [redacted] was not happy with the amount of VIP Certificates he sent her, which was $410.30.  Ashten advised our office Ms. [redacted] did a load/unload of her boxes and not truck delivery.  The rates for the truck delivery to Auburn hub is $75.  Ms. [redacted] is set for truck delivery in Cantonsville, MD and Ashten stated this is their rate for their truck delivery and Ms. [redacted] would still need to pay their rate for delivery service.   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 13, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Terry S[redacted], our President for our Montana Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office Ms. [redacted] made the decision to continue with no regard due to her time line.  He assured our office at no time was he rude.  He simply explained options and tried to be reasonable with her.  When a full refund was not issued, Ms. [redacted] became upset and did some name calling and then hung up. Mr. S[redacted] relayed his decision in the matter remains the same.    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

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the President in our [redacted], AR Regional Office informed us he has asked [redacted] our insurance carrier, to contact [redacted] in order to discuss a...

settlement.

Our customer 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 cus[redacted]er Ms. [redacted].

[redacted] Burns, our President for our North Orlando Regional Office,...

followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and agreed to charge her storage rental for just the amount of days she would need to store her items. He apologized our GM of our U-Haul Storage Center was following policy to the letter and did not take the time to fully listen to her concerns. He also advised her he would email her a VIP Certificate to fill her propane tank in her new home. Ms. [redacted] relayed her appreciation for his call.

Our cus[redacted]ers 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 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   Randall D[redacted], our GM for our U-Haul Moving and Storage at Ashley Rd., reviewed [redacted]’s recent comments.  He informed our office he left a message for [redacted] explaining he issued a refund for the late fee in the amount of $17.24 back to her Visa account.  He also left his call back number in case she had further questions.  The refund should post on her next credit card statement.   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