U-Haul International, Inc.

June 27, 2016

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Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
Denise G[redacted], Traffic Control Manager, reached out to Ms. [redacted].  Ms. G[redacted] apologized for the initial delivery not taking place at the scheduled time as agreed. Ms. G[redacted] offered to reimburse Ms. [redacted] for the movers in full, in the amount of $65.00. Ms. G[redacted] also agreed to pay $50.00 for each day she was without her belongings as scheduled, for the late delivery, of $400.00.
 
Ms. [redacted] declined the amount of $465.00. We want to come to an amicable resolution. We feel the offer made is reasonable.
 
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

January 21, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Penny S[redacted] a Customer Service Program Manager, followed up on the information Mr. Bryant provided and sent him the following email in response:Hi...

Shawn,We tried to charge but the amount was then reversed.  You can check your bank statements as well.  The card we had on file was ending 1184. I'm sorry you were given the impression this was paid however this debt is still valid unless additional proof of payment can be given. Ms. S[redacted] mentioned that Mr. B[redacted]ent her an email he received from our Collections Department that indicated his credit card was charged.  However, Ms. S[redacted] found the charge was reversed shortly after and when she checked to see if the amount was ever paid on the card, none was found.  She then emailed him with this information and has not heard back from him.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

October

27, 2015First

of all, we would like to thank the Revdex.com (Revdex.com) for being a

voice for the voiceless and the less fortunate individuals; individuals

targeted by rouge business owners and companies. We appreciate it once again

and we will disseminate the word for others to use this wonderful avenue to

surrender the wrong business doers easily. Break

….. break …… Dear

U-Haul, We

have discussed the situation in person and via email. However, the only offer

that you promised was to refund the one night Hotel stay. You denied reimbursing

for the main cause which is the Defective Trailer. You don’t have to be

reported to a higher official to give a respectful and polite reply to your

customers. Customers expect you to be courteous and professional when you

conduct business. Now,

we just read your first reply to Business Bureau (Revdex.com) stating that “we have

already refunded 50% of the trailer payment” We got confused and checked our

bank account and we found $300 deposited two days ago on Oct. 24, 2015; after

you were reported to Revdex.com. This

shows your true picture; deceiving and mischievous work ethics. From the very beginning,

our complaint has been on the Defective Trailer that put our family life in Great

Danger. You tried to explain the situation as a Mechanical Failure. NO, IT IS

NOT; it is negligence on your side; renting a defective trailer that needs to

be out of use. Let us give you another brief scenario and you will tell us if

you call it a mechanical failure:1.  The day we came to take the Trailer, the brake light was not working. Your technician couldn’t fix it. After two hours you sent us to another technician. The second technician was angry because the whole electrical wire was old and broken inside. He replaced a brand new wiring and we left after another two hours. WE HAVE SPENT FOUR hours before we even begin our long journey. As a result, we postponed our trip to the next day.
2.  The next morning, after we drove 12 hours we took a break and fortunately we did a safety check on your Trailer. We were so lucky to find out the loose chain; it was about to broke off. We called the nearest U-Haul and replaced the chain. The U-Haul guys who replaced the chain called the Manassas, VA office and complained on you for putting a rusted/old chain. WE HAVE SPENT UNNECESSARY TWO hours again and of course forced to stay in a hotel; just to ventilate our frustration.
3.  The following day was the most DANGEROUS day; literally a DEATH CALL. After we drove about 6 hours two people were following and giving us an urgent signal to stop the vehicle. We stopped and got out of the vehicle to find out the Wheel/Tire was about to fly/broke off. Had it not been for these two Good Samaritans we would not be here today to tell our stories; the whole family including three little Kids were not alive today; maybe we may include some other passengers on the highway when we roll over.   Now

tell us, which one are you calling a Mechanical Failure? The Brake Light Wiring,

the Old Chain, or the Corroded Wheel/Tire? If you call this a mechanical

failure, we call the whole situation a DELIBRATE set up focused on CERTAIN innocent

customers. We

are talking about your negligent business practice that puts the life of

unsuspected customers in GRAVE situation. We are so upset and unsettling with

your disrespect. We respectfully request the following from you/your company immediately.

Please DO NOT wait our next step to fulfil this request like you did when you

get reported to Revdex.com:Respect your customers regardless of their color, sex and country of origin. Send us a formal and official Apology Letter; of course a copy to Revdex.com (Revdex.com).Refund the whole amount that we paid for the DEFECTIVE/KILLER TRAILER ($600).Finally, we have lost all documents, receipts and other staff when we off-load and on-load to change to the new trailer after the defective trailer is changed. We have spent additional THREE hours to do this. Altogether, we have spent NINE EXTRA hours on our journey. In addition to the defective trailer ($600), we need to be refunded up to $500 that we spent due to unnecessary travel extension; hotel, food, etc. If

you don’t agree on these terms, let us know as fast as possible. We are asking

only our expenses NOT the big PUNITIVE DAMAGES that you will be forced to pay

in a court of law; in front of a humane judge.We

have spent three days of frustration being worn out physically and as well emotionally.

We still have the nightmare of rolling over on the highway and run over by the

18 wheelers. Imagine putting your three little kids and driving 22 hours pulling

a defective trailer. This

is not a Mechanical Failure; it is Negligence and Poor Customer Service. Please

act accordingly to your earliest convenience to compensate your innocent customer.Sincerely, [redacted]

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Inland Northwest Regional Office located in Spokane, followed up...

on the information Dr. [redacted] provided. She informed our office they spoke to Dr. [redacted] the day of his rental. He was advised that the wrong hitch weight was input into the system at the time of his reservation, therefore, consequently the vehicle did not pass the pre-tow inspection. His vehicle could only tow our Tow-Dolly and not our Auto-Transport. A refund for the $50 Reservation Guarantee Fee was issued back to Dr. [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,

Executive Assistant

U-Haul International

March 18, 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 Akron regional office, followed...

up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and apologized for the scheduling issue and being sent to three different locations to secure the needed equipment. He also advised her of a refund for the $50 Reservation Guarantee Fee and $20 for mileage. The refund for $70 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,

Executive Assistant

U-Haul International

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department reviewed the information Mr. [redacted] provided and relayed that a charge for $230.01 was applied to Mr. [redacted]’s credit card on June 10, 2012 and then a refund for the same amount was also issued to the same card on June 14, 2012. Both transactions should have already posted to Mr. [redacted]’s credit card account.

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

Thank you for your concern for our customer Mr. [redacted]Shawn K[redacted] our GM for our U-Haul Moving and Storage at Eastview Mall, followed up on the information Mr. [redacted] provided.  Shawn advised our office a refund was...

issued for the difference of what Mr. [redacted] was told he would be charged.  Total charges refunded was $245.  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 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], reviewed the recent information [redacted] provided. She informed our office [redacted] was contacted on or about September 11th and was advised of a refund for $95.50 that was issued back to her credit card. 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,

Executive Assistant

U-Haul International

July 29, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. B[redacted].   Miguel Olavarria, our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. B[redacted]...

provided.  He informed our office a refund for $150 was issued back to Mr. B[redacted]’s Visa account on July 21st.  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 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted] our Area Field Manager for our [redacted] and [redacted], followed up on the information [redacted] provided. He...

spoke to [redacted] and they were able to reach an amicable resolution. A refund for $300 was issued back to his [redacted] 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,[redacted]Executive AssistantU-Haul International

November 4, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Amber G[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she sent Ms. [redacted] an email in regards to her concerns and advised her of a full refund per her request.  Ms. G[redacted] also made Ms. [redacted] aware if she needed other assistance she could call 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

April 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted],...

our President for our Western Wisconsin regional office, spoke to Mr. [redacted] on March 31st and April 1st regarding his rental concerns. Mr. [redacted] asked Mr. [redacted] to ensure equipment inspections were done more thoroughly. Mr. [redacted] advised our office that Mr. [redacted] had already received a $160 discount when he picked up the other truck at our Eastside location. No further refunds or adjustments will be offered.

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, 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 $130 was issued back to...

Mr. [redacted]’s [redacted] account on September 30th. The refund should post on his next credit card statement if not already.

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.

The credits are not what caused my account to overdraft.  I had enough money in my account, without receiving any credits, to cover all my charges. This is shown on the paperwork provided both to the company and attachment with the Revdex.com.  The problem that caused the overdraft was that the company over credited the account and then processed a 4th debit instead of cancelling the incorrect credit.  Debits are taken immediately out of a bank account and credits take 3-5 business days.  That is what caused the overdraft, a 4th month being withdrawn from my account.  When I spoke to the woman doing the credit she said that she would cancel the incorrect credit.  She did not do that but instead just charged the account for a 4th payment without waiting for the credits to post to my account or informing that she was doing so.  

Also, a large part of the problem is that, with a timely return phone call, the [redacted] fee could have been avoided.  The bank informed me if the 4th debit was canceled before the 3 business days that the bank would reimburse the [redacted] fees.  I called multiple times within the 3 days and everyone told me I had to speak with the GM and no one else could help me.  I did not get a call back from the GM.  

Then after sending the original complaint to the Revdex.com I received an invoices that had basically doubled my rent amount.  Which I emailed a response and began calling again.  I received that September 7th and again called the company and was disconnected from customer service and upon calling the Spring location spoke with someone who said they would call me back and never did.  I also never received a response to the email.  I finally received a call September 15 and that is when I was told they would not return my [redacted] fees but they did offer me a free months rent.  They said my invoice had been corrected but never sent me a corrected invoice or call to tell me that.  My payment would have been due September 24th and I work 6 days in a row before that. 

As far as I knew, I owed double the rent and was completely unwilling to pay that.  I had to use the few days available to me to move my belongings.  The days I received the call with the offer for free rent inconveniently happened to be the same day I had already paid for a new unit at a different company and was literally in the middle of moving my things.

I would have taken the free month and then moved my things but again, as far as what had been communicated to me at that point I owed them the inflated invoice amount and add that to the unresolved previous issue.  I had no time left to wait if that invoice was indeed going to be expected and no faith left that my issue would be resolved before the due date of Sept. 24. 

Regards,

July 16, 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 GM for our U-Haul of Northside located in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $293 back to the [redacted] account listed on their rental contract. The refund should post on their 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

Tell us why here... June 27, 2016

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Revdex.com ID#: 11514695 [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
Elijah M[redacted] Marketing Company President, reached out to our customer and refunded $10.00 b[redacted] to her card, he also provided her with $75.00 in VIP certificates. Ms. [redacted] can use the VIP certificates toward wiring on her vehicle if she decides to give us another chance to show her how important her business is to us.
 
Mr. M[redacted] also counseled his general manager so there will be no further occurrences.
 
Our VIP certificates can be used for any of the following services or products. Truck and trailer rentals, including pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, p[redacted]ing 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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

February 19, 2014

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 Moving and Storage at National...

Rd., followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted], issued a credit to his storage account and set up the account on autopay.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this [redacted]er to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

My name is [redacted].
I have had the most harrowing experience with U Haul at South point storage, [redacted], south point OH.
What seemed to have been an initially cost effective process ended up costing me about 433 dollars extra. The reason given to me by the staff is failure of return of vehicle and missing items. I must say I do share some blame, given that I hired a transporter(off [redacted]) to move for me (that's never happening again!). However I alerted this office to notify the appropriate Authorities once the vehicle was late, fearing that this transporter may have been using the vehicle for another job or worse still, stolen the vehicle.
It was surprising to learn from the staff of this office that U Haul has no tracking device on their vehicles which one would expect should be standard practice in case of eventualities like this. Not to mention, I tried to speak with a manager, but no luck. The staff I had to deal with had no authority to help but kept telling me I would be billed daily until the return of the vehicle. I understand that a business is being run, but clearly common sense have been thrown out in the process.
Needless to say, I will not return to U Haul for any service whatsoever. Though such a decision would not matter to such a large company in a purely capitalistic society where the hunt for profits clearly outweighs customer satisfaction, this just gives me an avenue for catharsis.
Thank you Revdex.com.

September 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she...

spoke to Ms. [redacted] and explained her claim was settled in April by [redacted] Insurance Company who did the investigation and no further refund will be issued.  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

April 13, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the actual truck rental agreement. 
 
Jim M[redacted], our Executive Assistant for our Pittsburgh Regional Office, reviewed the recent information provided and sent the following email in response:
We have received and reviewed your second letter to the Revdex.com. I see that you were able to contact our insurance company and your damage claim has been addressed. As stated in our previous email, we believe the remaining additional charges for mileage and cleaning to be accurate and are considering this matter resolved.
 
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