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.
The reason why I'm not satisfied with the response is because this doesn't resolve my issue. The company, Uhaul, never assumed responsibility for their mistake of not adding safestor to my account. I had witnesses on site with me when this transaction was taking place. The $1000 that [redacted] offered wasn't offered until after I filled a complaint with the Revdex.com. I filed a complaint on, 06/05/2015. [redacted] contacted me on 06/08/2015 by email to offer me a $1000 good will settlement. In which was proceeded by the [redacted] representative explaining that management will not go any higher. I hope they're satisfied with their business practices because I will never do business with them again. I traveled (3) long days with all of my household items from Arizona to Oklahoma to have nothing to show for it. This was a complete waste of time, effort, and money. All of my household items were destroyed in Uhaul's storage because they failed to disclose their pest infestation of mice. This is unacceptable. I no longer have my military memories, my son's baby/ child memories, family portraits, important documents, living room and bedroom furniture, etc. They think I'm supposed to start over with a $1000. This is very inconsiderate on all parties involved.

Regards,

August 29, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Kevin G[redacted], our GM for our U-Haul Moving and Storage of Historic Ybor City, followed up on the information Mr. [redacted] provided.  He assured our office Mr. [redacted]’s claim with RepWest is currently being investigated for a resolution.  His claim number is [redacted]  He also mentioned the full amount of the auto transport rental was refunded back to his [redacted] account.  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, Maria P[redacted] Executive Assistant U-Haul International

June 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 Pittsburgh regional office, followed up on the information...

Ms. [redacted] provided. He informed our office a different type of harness will be installed for Ms. [redacted] at a different U-Haul location at no charge. He also relayed that he issued Ms. [redacted] a $50 VIP Certificate to cover the cost of warranty and any incidentals.

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

May 9, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Rod Baldwin, our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and explained he issued her a refund for $57.66 for the overtime charges, although the charges are valid.  The refund 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,
Maria P[redacted]
Executive Assistant
U-Haul International

Tell us why here...

April 5, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a refund for $33.61 was issued for fuel and the additional mileage.  The refund should post on Ms. [redacted]’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

Tell us why here...

August 25, 2015
Revdex.com ID# [redacted]
U-Haul Ref#: [redacted]
Thank you for forwarding Mrs. [redacted] concerns to our attention.
[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on...

the information Mrs. [redacted] provided and sent her the following in response:
Dear [redacted],
I would like to thank you for bringing your situation to our attention.
It is always U-Haul’s intention to offer the best product and service. We do, however, have customers who are not satisfied with our services. We have carefully reviewed your transaction. The Glenshaw location did have signed authorization to collect the charges due, in the form of a signed rental agreement in your name. The equipment was returned after hours on 07/22/15 and final total charges were calculated upon opening of business the following morning. A promissory note was created to settle the unpaid balance and payment was finally collected on 08/04/15 as authorized and agreed to per the rental agreement. Your charges appear to be correct based on fuel levels and mileage at dispatch and return. There is a 30.00 fee associated with the promissory note that I have credited back to your account as a gesture of good will. We do, as a company, stand by our people and service.
Sincerely,

U-Haul Co. of Pittsburgh
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 12, 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 Rhode...

Island Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr [redacted], I have been authorized to grant you the reimbursement of $171.00. I will issue to the card I have on record. Sincerely [redacted] EA Uhaul of RI ###-###-####

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 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our North Philadelphia Regional Office followed up on the information Mr. [redacted] provided. They spoke...

with the service technician who stated there was a nail in the tire and Mr. [redacted] drove on a flat tire. If the tire was flat or low, the truck would not have been rented when it was brought around to the dispatch area. The nail caused the tire to go flat and the tire came apart on the inside from the truck being driven.

Please be assured the information Mr. [redacted] relayed regarding the feedback and treatment he received from our U-Haul staff 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

March 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Judy S[redacted], our Executive Assistant for our West Texas Regional Office, followed up on the information Ms. [redacted] provided.  She informed our...

office an attempt was made to speak to Ms. [redacted] but a message had to be left.  She also relayed her storage unit was sold but pr[redacted] steps were taken to reach her.  The last payment Ms. [redacted] made was on November 17, 2015, which was only a partial payment.  They have no documentation Ms. [redacted] spoke to our Call Center since that date and no returned mail has been received advising her that her storage account was delinquent or in lien status.  Ms. S[redacted] explained they did try and contact the private individual that purchased the room but he declined to work with Ms. [redacted].  They did, however, obtain four boxes of personal items and our GM of our U-Haul Center attempted to contact Ms. [redacted] to return them but has been unsuccessful in reaching her.  Ms. S[redacted] stated the boxes will be shipped to her instead. 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 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Idaho regional office, reviewed the information Mrs. [redacted] provided. He asked we relay his apology to Mr. and Mrs. [redacted] for their displeasure with our resolution. He explained there is nothing mechanically wrong with the truck they rented, therefore, he must go by the odometer reading at the time of rental and return. The truck has been on two separate rentals since being returned by them and no negative feedback regarding a faulty odometer or odometer reading was given by either customer. Mr. [redacted] has found no justifiable reason for a refund, therefore, please be advised our decision in the matter remains the same.

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

May 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our GM for our U-Haul Moving and Storage at Capital Blvd. left a message for Ms. [redacted] advising her that he would be willing to provide her with one month of free storage as a customer courtesy if she still needed her unit.

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 24, 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 [redacted]...

regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed his concerns. She explained his situation did not qualify for the refund of the $50 Reservation Guarantee Fee. Ms. [redacted] did however, offer to issue him a refund for $20 in the interest of customer good faith. The refund was issued back to Mr. [redacted]’s Visa account and 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 28, 2015

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 of Livermore, followed up on the information Mr....

[redacted] provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. A refund for $60 has been issued back to Mr. [redacted]’s Visa account and 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

August 25, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Terri A[redacted], our Traffic manager for our South Bay Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she spoke to Ms. [redacted] on August 10th and received the receipt Ms. [redacted] emailed her on August 12th.  Ms. A[redacted] stated the refund was issued and she also made sure Ms. [redacted] had her telephone number in case she wished to speak to her with any further 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 Assistant U-Haul International

January 18, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Bill B[redacted] our GM for our U-Haul Moving and Storage at [redacted] followed up on the information Mr. [redacted]rovided.  He informed our office he contacted Mr....

[redacted] and issued a refund for $10.00 back to his [redacted] Card account on January 14th.  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 AssistantU-Haul International

January 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Both our Executive Assistant and our Traffic Manager for our Eastern Florida Regional Office reviewed Ms. [redacted]’ recent comments to your office. They both advised our office Ms. [redacted] admitted to them of receiving all due money back.

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 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Claims Agent for [redacted], reviewed the information [redacted] recently provided. He informed our office [redacted] sent the requested documents to [redacted] on July 17th and they are currently under review to determine what transpired in this incident. He went on to explain that the towing hitch was pulled out of the frame of their 1998 Oldsmobile Silouette minivan while pulling a 16-foot trailer, which is owned by [redacted]. A review of the towing capacity and load capacity of the vehicle is being done. [redacted] mentioned [redacted] does demolition work and puts heavy loads on her trailer. He added that once all documents are viewed, a decision will be made and [redacted] will we notified.

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 23, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Cliff N[redacted], our Assistant GM for our U-Haul Moving and Storage at Taunton Rd., reviewed Ms. [redacted]’s recent comments.  He informed our office he spoke to Ms. [redacted] and discussed her concerns.  He offered his apology and was able to reach an amicable agreement of clearing her bill for the hitch installation.  A refund for $284.24 was issued and Ms. [redacted] relayed her satisfaction for the resolution.   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

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia regional office, reviewed the information Mr. [redacted] provided and informed our office he spoke to Mr. [redacted] recently and advised him of a refund as an adjustment on his move.

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 16, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. S[redacted].   Michael D[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. S[redacted] provided and sent him the following email in response: [redacted], thank you for the full explanation I credited your card 64.00 for extra day and ins. And tax the original quote was for 2 days an extra day was given making it three days. I credited you any way for the fourth day. I'm sorry for any confusion on your rental we try hard to take care of all our customers.    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]t U-Haul International