U-Haul International, Inc.

First the General Manager has not tried to call me. I called Charlotte twice leaving my name, number and reason for calling. He would never be available and NEVER returned my call. He needs to call me if he needs my assistance in refunding the fee which he never should have charged to begin with. I don't live in Charlotte or North Carolina at this time and that should not be a reason why he can not contact me if needed to refund the fee. This should be possible by phone. I live way too far to make a special trip for $17. 24. He should call me. In the meantime, I will contact my bank and ask them to put the $17.24 amount in dispute until this is cleared up.

TD Bank Complaint [U-[redacted]

[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 [redacted], 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.

Regards,

Wanda B[redacted]

March 17, 2015Revdex.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 of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he had...

previously spoken to Mr. [redacted] and explained all contact numbers they had on file for Mr. [redacted] had been disconnected and they had no way of contacting him. Mr. [redacted] relayed that Mr. [redacted] storage account was on auto-pay and the payment was taken from the card on file for automatic payment. The last time Mr. [redacted] spoke to Mr. [redacted], he advised him he could come to the U-Haul Center and move his items out of the storage unit and receive a refund for the charge to his card. He also explained to Mr. [redacted] they had no working contact number for him and even the first two times he called in, the numbers we were given were disconnected.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

July 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. He...

informed our office Mr. [redacted] was offered a $244.58 VIP Certificate that can be used toward another rental to move the remainder of his items to [redacted]. Mr. [redacted] declined the offer. Mr. [redacted] requested he forward his receipts for his storage unit for further review.

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 4, 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], followed up on the information...

[redacted] provided. He corresponded with [redacted] by email and informed our office he requested a check in the amount of $648.62 to be sent to [redacted]. She 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

July 16, 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 [redacted] Regional Office, followed up on the information...

Mr. [redacted] provided. He informed our office our Center employee closed out Mr. [redacted]’s contract, then reversed the contract and refunded the fuel charge. However, the contract was never closed out again. The next day, another employee closed out the contract not knowing the fuel charge had been reversed and the charge was put through a second time. Another refund for the fuel has been issued and Mr. [redacted] asked that we relay his apology for the confusion.

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

Dear Revdex.com,
I have never spoke with [redacted]. We never have refused anything. They have reimbursed for the truck rental, that is correct. The refund for the truck was about $2,400. We have not received any compensation since then. We used air mattresses to sleep on and had no furniture, clothes, towel, etc. We had nothing! I am sure the president of Uhaul is sleeping in his bed and not on an air mattress. How do you replace a home on $2,400. I had a beautiful home with the interior contents valued at about $350,000 under my insurance policy. I was asked to compile an insurance claim. How can you remember all of the contents of an almost 3000 sq. foot home, your belongings and belongings of four children. There are also the items that are priceless such as baby books, photos and letters from family members passed, as well as kids projects over the years. Also, to be in a truck that had a fire raging inside when you are driving with you four year old son is endangerment. We stopped at a gas station and that is when we realized there was a fire. My husband tried to contain it with a garden hose from the back of the gastation and I called 911.The fire company believed it was a dome light that caused the fire.All of our belongings were taken a way in a dumpster, it was horrible. It was not for three weeks until investigators got out there and the dome light had been ripped from the truck. Unbelievable! We have many photos of the incident. There were problems when we picked up the U Haul initially and it had to be delivered later but wiring was malfuntioning. This incident caused endangerment to my family by neglect. We spent six weeks trying to compile a claim after working ten hour days and was supposed to be an enjoyable time in  our lives. Everything I worked  and had the last 46 years is gone. I am asking for a respectful compensation as per what I had for coverage. The company clearly isn't concerned that we had to sleep on air mattresses and don't have the funds to replace our loss. I want to make sure this does not happen to anyone else. My home was valued at 565,000 with the interior contents at 350,000. I took out this policy for that reason! Also, I have left my phone number with the president of U Haul multiple times and out of respect he could have made a call to speak about this incident, however it never happened. 
Sincerely, [redacted]

[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 [redacted]2, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Aaron J[redacted]

August 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Ken Vadnais, our President for our Arkansas Regional Office, advised our office the employee in question at our independent U-Haul dealership no longer works at the location.  We acknowledged the inconvenience we cause Mr. [redacted] by sending him a VIP Certificate for $250, which is valid for two years.  Monetary reimbursement will not be issued.  Please be advised our 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 Pa[redacted] Executive Assistant U-Haul International

May 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central Alabama Regional Office, followed up on the...

information Mr. [redacted] provided. He explained he spoke to Mrs. [redacted] and informed her that the refund could take 3 to 5 business days to post to her account. Mrs. [redacted] stated she had bills to pay and she incurred overdraft charges because the refund was not back in her account yet. Mr. [redacted] advised her to check with her bank and provided her with a reference number to give her bank to research the refund. The overdraft charges were incurred because she used her account to make charges before the refund hit her account. Please be advised we are not responsible for the overdraft fees. Our records indicate the refund for $200 was issued to their [redacted] account on May 22nd.

In regards to the U-Haul dealer, Mr. [redacted] explained there was normally someone who handles the U-Haul business available from 6am to 6pm. Mrs. [redacted] relayed they could not go back to the U-Haul location for the contract because they had to be moved out by 1:00, however, she did receive an emailed a copy of the rental agreement.

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 15, 2015Revdex.com ID#; [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in...

response:Good morning [redacted], first off let me apologize. I have reviewed all your contracts as well as your hotline call. I have a question or 2. Who put the straps on your trailer and did they give you the booklet for the auto transport. In that booklet it tells you how to check the straps and install as needed. It is the customer who is to strap it down. I do not see any notes about them giving your trailer away. Therefore I am at a loss. I see where they tried to call you on 5/30/15, for pickup on 5/31, I do see where the auto transport was picked up 6/1. Is that the delay you are speaking of? It says you requested it 6/1 and picked up 6/1. Please let me know what is missing in here. As far as the hotline call you called at 753 pm and it started the process with our hotline dept. At 835 pm 42 minutes later they explained that if they send out a vendor it would be your financial repsonsibilty as the customer is responsible for the vehicle and being strapped down. We do not do that, it is for customer per policy for insurance reasons. You then hung up on the call agent. They tried to call you back and no answer so they closed the call. The hotline department was doing their job. I apologize if you feel otherwise but that is policy. If you have further information please email me and I will look further into. 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,[redacted]Executive AssistantU-Haul International

August 25, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our...

office he issued [redacted] a refund for the $30 service fee as requested. The refund was issued back to her [redacted] account 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

July 12, 2016   Revdex.com ID#: 11541513 U-Haul Ref# [redacted]    Thank you for your continued concern for our customer Mr. [redacted].     Patty P[redacted], our Executive Assistant for our West Sacramento Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: I understand you filed a "rebuttal" to our refund. We will be sending the message below to the Revdex.com in response to your rebuttal: Uhaul does not “blackmail” customers. We do not force anyone to use our equipment. On 6/23 we Offered what equipment was available for the one way rental from California to Washington. Mr. [redacted] could have declined and made other arrangements if what we had was so unacceptable. Mr [redacted] was able to complete his move. By UHaul giving a $600 discount off a $1,100 rental, we feel we have been more than generous. This rental does not warrant a full refund. Since Mr [redacted] admitted that the truck was less than half full, he could have also requested a smaller size.   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

November 10, 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] Regional Office, followed up on the information [redacted]...

[redacted] provided. He informed our office he contacted [redacted] and advised him he had the extra day and extra mileage charge waived along with the $30 Service Fee. The only additional charge is for the damage, which is now being handled by RepWest Insurance Company. [redacted] provided [redacted] with the contact information for RepWest to obtain a resolution.

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 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Tom N[redacted], our President for our Albuquerque, NM Regional Office, reviewed Ms. [redacted]’ recent comments.  He advised our office when Ms. [redacted] called to make her reservation, she agreed to truck delivery in Ohio and self delivery in Farmington as there are no other options in any of our reservation platforms.  Mr. N[redacted] relayed they did what was promised and his decision in the matter remains the same.  There will be no refund.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 AssistantU-Haul International

September 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].  [redacted], our Traffic Manager for our East Bay Regional Office located in Oakland, CA, followed up on the information Ms. [redacted] provided.  She...

informed our office Ms. [redacted] was advised by email in August that we do not ship to England.  Ms. [redacted] also mentioned the telephone number they have for Ms. [redacted] is not a working number any longer.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

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

concern for our customer Mr. [redacted].   Patricia P[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: We received your letter to the Revdex.com. Since there was no monies charged to the card on file, we have requested a check to be mailed to the [redacted] address. It usually takes 7 days for the check to arrive in California. As to your request to drop the rating, we have no control over that.   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 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Michael R[redacted], our GM for our U-Haul Moving and Storage of Southaven, followed up on the information Mr. [redacted] provided.  He informed our office Mr. [redacted] came into his store and was fully refunded $195.60 on October 13th.  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

October 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted]Timothy P[redacted], our President for our Phoenix Metro Regional Office, followed up on the information Ms. [redacted] provided.  He carefully...

reviewed her feedback as well as our records for the hitch and trailer transactions.  Mr. P[redacted] relayed they did have a scheduled appointment for Saturday at 11:00 am for a hitch installation but were a no-show.  We called them at 1:30 pm to tell them they missed their 11:00 appointment.  They showed up at 2:30 pm and the hitch installation was completed by 5:00 pm.  By 5:09 pm the trailer contract, under the name [redacted] was completed and they depart the U-Haul Center.  Mr. P[redacted] advised our office, at the most, they were set back by 3 hours and only because they did not show up for their scheduled appointment time.  There was no full day delay.  Even after we contacted them, it took them an hour to show up for the hitch installation.  Mr. P[redacted] relayed, after his investigation of the situation, he does not see where U-Haul is responsible for the delay of a whole day as Ms. [redacted] stated in her complaint to your office and no refund is warranted.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

December 16, 2015Revdex.com ID#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our West Central Colorado Regional Office, followed up on the information Mr. [redacted] provided.  He informed our...

office he issued a refund for 2 days of $78.95, $20 for furniture pads and $10 for the utility dolly for a total refund of $217.90.  He relayed Mr. [redacted] had the van for 3 days instead of the 5 days he was charged.  The refund 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,[redacted]ntU-Haul International