U-Haul International, Inc.

[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 11697454, 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,

Alexandra V** D[redacted]

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

*regional office, followed up on the information [redacted] provided. She informed our office a refund for $893 was issued to [redacted] as an adjustment on his rental along with two $300 VIP Certificates for his moving help.

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 20, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted]...

provided.  He informed our office our GM for our U-Haul location involved offered his apology to Mr. [redacted] for the inconvenience him and his family experienced.  He also explained he issued him 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,

Executive Assistant
U-Haul International

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Kansas regional...

office, followed up on the information Mrs. [redacted] provided and sent her the following email in response:

Mrs [redacted], I would like to apologize for any inconvenience or added stress this move may have caused. I will be refunding $50 to your card per our guaranteed reservation policy. Sincerely, [redacted] Executive Assistant U-Haul Company of Southern Kansas

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 8, 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 Western New York Regional Office, followed up on the...

information Ms. [redacted] provided. She assured our office she moved Ms. [redacted] out of the U-Box herself. She also advised Ms. [redacted] she may receive notices of a past due balance as the account has a balance but we are not attempting to collect. The account will not go to collections and although Ms. [redacted] cannot stop the computer generated letters at this time, Ms. [redacted] should just disregard them. Ms. [redacted] reiterated this information in an email to Ms. [redacted] along with screen shots confirming the move out.

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 17, 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 Long Island regional office, reviewed the information Ms. [redacted] provided. He assured our office the mechanic that installed the brake controller is excellent at what he does and he installed the brake controller the best way he could. Mr. [redacted] would like to speak to both Ms. [redacted] and her boyfriend to discuss the situation. He relayed that her boyfriend was happy with the installation, therefore, he’d like to personally address the issue with them. Mr. [redacted] left a message and hopes to hear back from them soon.

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 10, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. B[redacted].   Brenda L[redacted], our Executive Assistant for our Western Arizona Regional Office, followed up on the information Ms. B[redacted] provided.  She informed our office a refund for $60.74 was issued to Ms. B[redacted], which included the $30 collection fee.  Our GM of our U-Haul Moving and Storage at 51st and Glendale attempted to speak to Ms. B[redacted]-Galvao but reached her voice mail.  The refund should post on Ms. B[redacted]-Galvao’s 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

September 30, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Kristina K[redacted], a Senior Customer Service Agent, reviewed Mr. [redacted]’s recent comments and sent him another email in response: Mr [redacted], We have received the file here at U-Haul. We Understand the frustration that this may have cause, Due to privacy concerns we were unable to release the information. This is because the customer on the contract was not the one calling in. That is or policy. The agents are only allowed to ask if you may have known anyone at the time of the rental. For the inconvenience we are will to refund you the 30.00 late fee to settle the issue. Sincerely, Kristina K   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 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Michael H[redacted], our Field Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he attempted to speak to Mr. [redacted] but reached his voicemail.  He left a message with his personal cell phone number as well as his email address.  Mr. H[redacted] would like to speak to Mr. [redacted] to personally address his concerns.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

April 1, 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] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted...

Mr. [redacted] and discussed his concerns. She relayed he was able to complete his move and his main concern was the lack of training on the part of our U-Haul Dealer and the time it took to complete his rental transaction. As we value Mr. [redacted] as a customer, Ms. [redacted] sent him 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. She also assured him our Area Field Manager responsible for our Dealer would follow up on the incident to ensure our Dealer is fully trained in the U-Haul business.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

July 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.   He explained [redacted] is the name of the...

storage agreement for [redacted].  Ms. [redacted] is Ms. Smith’s mother.  Ms. [redacted] was given a #1 key when she moved into the unit.  A #1 key can be used to open any unit.  Our customer is then required to place their own disc lock to secure their unit, which Ms. [redacted] did not do when she initially moved in.  We had another customer that moved in and was given a #1 key for Unit [redacted] but went into Unit [redacted] in error.  All parties involved met at the U-Haul Center and will meet back again to sort out their possessions.  If items are missing, they are aware a claim with RepWest Insurance Company will need to be filed.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, 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] provided. She informed our office, in addition to the refund for $295.44 issued to [redacted]’s [redacted] account on August 23rd, a supplemental refund for $201.72 was issued back to the same [redacted] account on August 24th. Both refunds 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

April 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine...

regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the lack of customer service we provided. Ms. [redacted] also offered to send him 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. She advised our office a refund will not be issued. Ms. [redacted] made a reservation with the U-Haul location for a round trip rental and was not charged for any fuel discrepancies.

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 12, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted]   Falisha L[redacted] our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Good Evening [redacted] Per our conversation earlier below is my contact information. I will continue to look into the calls to figure out who was rude and hung up on you. Thank you for your patience and understanding on this matter. If you need anything further please let me know. Email: falisha_lo[redacted]@uhaul.com Office # 72[redacted] Fax # 3[redacted] Thank you, Falisha L[redacted] UHC of E. Central CO 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 21, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent her the following email in...

response:Dear [redacted], I am in receipt of your complaint concerning the problems you had with your rental. I appreciate you letting us know about this. Our objective is no less than 100% customer satisfaction. U-Haul does not want a single customer to have a bad experience. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. Number two (4) of the additional terms and conditions for equipment rental reads as follows: "customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of the equipment, including failure of the equipment to operate properly." However, you are a valued customer and [redacted] felt compensation was due for your frustrations, so he refunded you almost 15% of your rental back. A credit of $150.00 has been issued to your credit card on 6/29. As for missing two days of work, I do apologize if you did, but when I look at your rental contract, I show you picked up on 6/22/14 and dropped of on 6/23/14. So it appears that your were not delayed by the performance of our truck. There will be no further refunds, however, I am going to email you a $100 VIP certificate that can be used for any rental items, sales items, or propane at any U-Haul location or online. You have my apologies and I hope you will give U-Haul another chance to serve you in the future. Sincerely, [redacted] U-Haul Company of [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

My rebuttal is in RED:
 
 
Ryan M[redacted], our GM for our U-Haul at Spruce Hills, followed up on the information Mrs. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] on more than one occasion.  Ryan M[redacted] spoke to me once after the incident and only told me he would call me back on the day of the incident. He explained Mr. [redacted] initially advised our staff his Ford Explorer was a 2008, which was not a good hook-up.  Mr. [redacted] NEVER told anyone our vehicle was a 2008. He knows the year of our vehicle. He was told the moment he got there they would not help him because they don't rent uhalls to ANY Explorers. They never even spoke about the year of the vehicle.  The lady on the 800 customer service told us they never opened the order at all!  Mr. [redacted] came back in the following day and stated he had just bought the vehicle and it was in fact a 2013 Ford Explorer, which is a good hook-up.  Mr [redacted] came back an hour later, not the next day. I spoke to customer service adn they told us it was taken care of and to go back and pick up the uhall. The previous contract that was cancelled the day before had a 5x8 trailer reserved for $14.95.  When they came back to rent the trailer, our staff member was unaware our Traffic Department had authorized a discount and rented them the trailer for the regular rate of $18.95.  When the rental was completed and our staff went out and checked the trailer in with U-Scan, Mr. [redacted] okayed the final price.  I rented the uhall. Mr [redacted] would have no idea what the price I rented it for was. He handed me the reciept to look at and I immediately asked for an adjustment and if they were hospitable and took care of it without being rude, unprofessional and finally swearing at me, this would only be a $4 issue.  Mrs. [redacted] then got out of her car and told our employee they were overcharged $4 on the trailer.  Mr. M[redacted] issued a refund for $4.28 on August 18th, which was a refund for the difference in rates. Mr. M[redacted] also mentioned he was on the phone at the time with a staff member at our U-Haul Center and felt they were trying to be as professional as possible.  Those two boys were yelling at me, swearing at me and arguing with me, which is not professional.  I am a customer, no one should be spoken to like that. All I asked for was a refund to be processed immediately as they just charged my card, they should be able to refund the same time. I had all the documents to prove they overcharged me.  The refund should post on their next credit card statement if not already.
I asked for a full refund and a chance to speak to someone about the incident. I would like your company to understand that this kind of customer service is absolutely unacceptable. I did get angry but was provoked by two cocky young men who treated me from the get-go very badly. Again, all I wanted was my refund to be processed at that time. When I asked to speak to a manager they told me they would not call him, pointed to my phone and told me "you have a phone, call him yourself". And so many more unkind remarks!!
 
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.
Funny you should say this, I commented over and over again on face book and every single time they wrote back that they would have someone call me. I have gotten NO calls EVER!!  You sure don't prove your customers are very important.
 
At this point, I want it on record that this complaint was never addressed by Uhall! It was only about $4 for the time I was in the store. It escalated into a very bad customer experience. One I don't think any customer should have. And another thing, don't make promises you never intend to keep!
 
Thank you,[redacted]
 
Sincerely,
Maria P[redacted]
Executive Assistant
U-Haul International

November 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers Mr. and Mrs. [redacted].To keep Mr. and Mrs. [redacted] as valued customers, a refund for $80 has been issued back to their [redacted] account for two days.  The refund should post on their 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,[redacted]Executive AssistantU-Haul International

November 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul of Lawrence, reviewed Mr. [redacted]’s recent comments. He contacted Mr. [redacted] and discussed his concerns.  He explained our scheduling procedures regarding our reservations and was able to reach an amicable resolution.  Mr. [redacted] offered his apology for the confusion Mr. [redacted] experienced and issued a refund for fuel in the amount of $25.  Mr. [redacted] also assured him we do care about each and every one of our customers.  The refund was issued back to Mr. [redacted]’s [redacted] account and 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,[redacted]Executive AssistantU-Haul International

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], reviewed the recent comments from [redacted] and sent the following email in response:

Sir, I apologize that my first response to you resulted in your sying NO ACTION was proposed. I tried to explain how your charges were calculated. I am emailing copies of your contract which show the charges. These charges are correct. When the truck was not returned after the first day, it is our procedure to call the #s we have on the contract in an attempt to determine where the truck is. I see by notes on this contract that both #s were called. I am sorry that this call to your Mother upset her. We strive to provide excellent customer service to each customer we have, and I apologize that we did not meet your expectations.

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

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining her items were at our U-Haul Moving and Storage of [redacted] in [redacted] at [redacted] and can be picked up from that location. Ms. [redacted] also left her telephone number for a call back of necessary.

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