U-Haul International, Inc.

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.

This is not anywhere near what I would call a 'satisfactory resolution'. I understand that the [redacted] charges are not refundable. However, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolution. This has been a nightmare situation and honestly, I expected more of a customer focused response from your team. As I stated in my original Revdex.com complaint, I am sad to say that more than likely I will not use Uhaul again due to this experience (something that you and your team have and have had the opportunity to change/correct). With that being said, the $50 future credit does nothing to help resolve my current issue and overall impression/experience with Uhaul. I placed the reservation and the details of that reservation were unable to be met by your company. I then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed upon. The staff in the store did very little to help rectify the situation and now I'm spending additional time explaining my terrible experience with anyone who will listen. This is about a large company stepping up and owning the fact that they messed up and fixing the situation. A $50 future credit to be used on another 'non gauranteed reservation (I use that term loosely with Uhaul)' is laughable and unacceptable. 

I would like to see the charges for my Uhaul portion of the order refunded in full. I look forward to your response. Until then, I will continue to pursue this issue through the Revdex.com and other outlets.

Regards,

Hello,
 
The request for a refund and the request sent to the Revdex.com was not fully due to the battery. The customer service that had been provided was absolutely unacceptable. Things that went wrong...
1.) Scheduled the UHaul for a Sunday pick up in [redacted] and found out the Saturday that I couldn't pick it up in [redacted]. The rep told me that extra miles would be added, but they weren't.
2.) The UHaul broke down and I place a few calls in to roadside assistance. I called and the CSRs were not empathetic at all.
3.) I was able to get it up and running after waiting, but had to sit for an extra hour or so.
4.) I returned the UHaul and the agent at the location said I didn't have to pay for gas, but then said she misspoke.
5.) The manager who called me that Monday stated he would give me a call within the hour. Again, no empathy...No call back, I called two hours later and the person stated that he must have been busy. I received a voicemail a few days later stating that he had to wait to talk to the people at the location in order to hear both sides.
6.) If I would have received a call back within the hour, a call back from UHaul's corporate office after requesting my gas then it wouldn't be half as bad. Even this, I get a $50.00 gift certificate with no call to actually discuss.
 There's more than the battery or it breaking down. The customer service at the locations and during several phones calls was unnecessary.

May 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] concerns to our office.

[redacted], our GM for our U-Haul Moving and Storage of Red Bird Lane, followed up on the information Ms....

[redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back to personally discuss her concerns. Please be advised that the Terms and Conditions for the Equipment Rental states Customer expressly authorizes Company to apply any and all additional charges, including lost rental revenue, on the credit card used to pay for the rental or on the credit card used as meaningful assurance. Ms. [redacted] will need to contact her cousin, [redacted], to retrieve any extra funds she paid towards Ms. Uju’s rental if she wishes to do so.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

February 23, 2015

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Virginia Regional Office, reviewed Ms. [redacted]’s recent comments. He assured our office there was no malicious intent done by our Traffic office or any local drop off locations. He also acknowledged that it is U-Haul responsibility to find an alternate drop off location, which in fact is what was done. As mentioned previously, the original drop off location had an unexpected family emergency and had to close. Every staff member involved that Mr. [redacted] spoke to at the Regional Office relayed they had no altercations with Ms. [redacted]. Please be assured we wish to make our customer’s moving experience a positive one and are sorry this is not what Ms. [redacted] experienced. Mr. [redacted] advised our office their 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,

Executive Assistant

U-Haul International

April 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted both regional offices responsible for the Gastonia and Deep Creek Lake areas for follow up on Ms....

[redacted]’s concerns. [redacted], our Executive Assistant for our Pittsburgh regional office, assured us the issue of not removing the bolts on the U-Box was discussed with the delivering dealer to prevent the situation from happening again. A refund for $200 was also issued to Ms. [redacted]’s [redacted] account for the two day delay on the delivery. The refund 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

February 25, 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 Knoxville Regional Office, reviewed the information Mr. [redacted] provided. She explained that she has spoken to the receiving U-Haul location to check the status of the truck Mr. [redacted] rented and as of today, the truck continues to be rented without incident and no repairs have been needed. A refund for $72.87 was already issued in good faith and we need to consider that Mr. [redacted] did in fact complete his move. Please be advised that no further refund or adjustment will be issued.

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 4, 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 East Houston regional office, followed up on the information Ms....

[redacted] provided. He informed our office our GM of our U-Haul location spoke to Ms. [redacted] and advised her of a refund for $70, which includes refund for the dollies, fuel service fee, and the $20 processing fee.

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 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers [redacted] and [redacted].    Mandi D[redacted], our Executive Assistant for our Southern Alberta Regional Office, reviewed Mr. [redacted]’s recent comments.  She informed our office she spoke to [redacted] on or about June 15th and he relayed they were currently out of town but would bring the ball mount and adapter to our U-Haul Center for a 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 Assistant U-Haul International

July 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Maryland regional office, followed up on the information [redacted] provided. [redacted] contacted [redacted] and offered an apology for the inconvenience and rude treatment they experienced and advised her a refund for $50 had been issued back to their Visa account as an adjustment on their rental. The refund should post on their next credit card statement. Please be assured the information [redacted] provided will be addressed with all involved to 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,

Executive Assistant

U-Haul International

April 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

David Lopresti, the Director of Moving Help, advised our office that Moving Helper’s information as well as instructions on how to file a dispute via movinghelp.com was provided to Mr. [redacted]. Mr. [redacted] can reach Mr. Lopresti at ###-###-#### if he has other questions or 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,

Executive Assistant

U-Haul International

September 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].Tom N[redacted], our President for our Albuquerque, NM Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms. [redacted] was...

contacted by email with screen shots of her agreement.  He relayed we provided the service as contracted and a reimbursement will not 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,Maria P[redacted]Executive AssistantU-Haul Internation

July 6, 2016

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Revdex.com concern #[redacted]
U-Haul Reference id #[redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Area Field Manager, David A[redacted], has issued $50.00 back to the customer’s card for the reservation guarantee. I have confirmed it was issued on 7/5/2016. It can take 3-5 business days to see the credit in Mr. [redacted]’s account. We apologize for any misunderstandings.
 
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

October 24, 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 [redacted] Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she issued a refund for $200 back to Ms. [redacted]’s Visa account as an adjustment on her rental. The refund 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

September 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Atlantic Canada Regional Office, followed up on the comments from Ms. [redacted]. She informed our office she emailed Ms. [redacted]’ a copy of her receipt.

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

December 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Mike S[redacted], our President for our North Central New York Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he...

spoke to Ms. [redacted] and discussed her concerns.  He assured Ms. [redacted] he had personally taken charge of her situation.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

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern...

Florida regional office, followed up on the information Mrs. [redacted] provided. She informed our office the delivery of the U-Boxes was two days late, therefore she is honoring the $50 per day per box, which is a refund of $600. They were also charged another month of rent for the four boxes that should not have been charged as they moved out on July 7th. An additional $411.79 will be refunded. Ms. [redacted] spoke to Mr. [redacted] and advised him of the refund.

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 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

information Ms. [redacted] provided. He informed our office he has been unsuccessful in reaching Ms. [redacted]. He did, however, relay that because her contract was modified, it was possible there was an error in documenting the correct mileage reading on her contract. Mr. [redacted] also issued a refund for $167.61 back to Ms. [redacted]’s [redacted] account. The refund 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

November 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted], a Senior Customer Service Agent, followed up on the information Mrs[redacted] provided.  He noted that he attempted to speak to Mr. or Mrs*...

[redacted] but was unsuccessful in reaching them by phone.  He issued a refund for $500 back to their Visa account as an adjustment on their U-Haul rental.  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,[redacted]Executive AssistantU-Haul International

December 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Brooklyn, Queens, Staten Island Regional Office, reviewed the recent comments from Ms. [redacted]. When her office did not hear back from Ms. [redacted] from the previous contact on December 19th, a refund for the offer of $150 was issued on December 23rd. They still have no record of hearing back from Ms. [redacted]. The refund was issued back to her [redacted] Card account and should post on her next credit card statement. 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,

Executive Assistant

U-Haul International

June 16, 2016  Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. F[redacted].   Michelle A[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr....

F[redacted]’ provided.  She informed our office she spoke to Mr. F[redacted] and discussed his concerns.  She advised him of a full refund for the shipping fee.  Mr. F[redacted] relayed his satisfaction for the 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, Maria P[redacted] Executive Assistant U-Haul International