U-Haul International, Inc.

January 20, 2014

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 Lower Hudson Valley regional office, reviewed the information Mr. [redacted] provided. She informed our office Mr. [redacted] had been advised he settled his claim with RepWest Insurance Company for the damage to his items. Our decision in the matter remains the same. No further refunds or adjustments 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

Revdex.com,
I'm very much displeased with the response from the U-Haul company. Yes, I was contacted by the manager which was the person that played a role in damaging my vehicle. His apology was not sincere because if he was truly sorry he would had apologized the day of the offense when I voiced my displeasure. I decline the insurance coverage because I was told when inquiring about it, it was for the truck and trailer not my personal property. If I had known it was for my protection I definitely would have purchased it for the duration of the move. I DO NOT and WILL NOT accept a circumstantial apology!!!
The U-Haul company didn't even address the other issue of being in a position where my vehicle could have been damaged, not to mention the injuries I would have sustained personally. The incident that happed in the Virginia Beach location was similar to the Neptune Beach, FL incident. NO APOLOGY was given!!! I find this very disheartening and unacceptable. A reputable company such as U-Haul, in my opinion should offer more than a statement blaming a consumer for not purchasing their insurance.
Additionally, I have reached out to their Insurance Company [redacted]. Seems like they both have one thing in common; unprofessionalism... I submitted the required documents for an arbitration hearing and I am  impatiently awaiting a response from [redacted] Insurance. I am active duty military and I have more important things to do with my time, such as PROTECT OUR COUNTRY.

November 20, 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 Fargo Regional Office, followed up on the information Mr....

[redacted] provided and sent him the following email in response:Good Morning Mr. [redacted],Our apologies for the inconvenience you incurred with your recent move in Grand Forks, Rsv# [redacted].After review, it was noted that from the time you made your reservation, to the time you wanted to pick up your equipment, there was not much time to meet your specific demands.We were pleased however, that we were able to provide you with the next size larger moving van, at no additional charge, and that it was located just blocks from your preferred location.We were also pleased to note that [redacted], in Traffic, allowed you additional miles and additional days, without charge, because of your inconvenience.You are correct however, when you wrote that we did not fulfill your reservation requirements.And for that, we are happy to issue you the $50.00 Reservation Guarantee.We are sorry that this was not completed on the day of your rental.Please watch for our payment to your credit card. However, this may not show for 7-10 days.Sincerely,[redacted], Executive Assistant

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 10, 2016  

size="3">Revdex.com ID#: 1207181 U-Haul Ref#: 11688191   Thank you for your concern for our customer Mr. [redacted].   Honoree P[redacted], our Traffic Manager for our Northern Nevada Regional Office, followed up on the information Mr. [redacted] provided.  Honoree informed our office a message was left for Mr. [redacted] offering an apology for the inconvenience he experienced and explained a refund for the mileage and fuel had been 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 Assistant U-Haul International

October 10, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Chadwick R[redacted] our President for our South Alabama Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office a refund for the $50 Reservation Guarantee Fee was issued and no further refund 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, Maria P[redacted] Executive Assistant U-Haul International

This email only asks for more discussion and is not a formal offer of resolution.   My response to their email is as follows:
Mr S[redacted], I had to read your email a few times because no where in it could I find that you admit NONE of this would have happened at all if you had provided boxes that were in usable working condition, as per the contract.  if the boxes were in working order there would have been no delays, no broken doors, the boxes would have left my sight locked by me.  Not to mention that they were not available at the time nor location promised which delayed my day.  And additionally caused me to miss work. So lets begin with that – I paid for boxes to arrive on a certain date and start time.   I also paid for a service that was supposed to be boxes which could be secured with my own lock to ensure the security of my belongings before they left my sight.   Yet, most of the boxes arrived without a latch to secure my belongings before they left my sight, to be driven off to some warehouse where someone would at some point get around to installing the latch and then install a lock.  I did not receive uboxes in working condition.  Would you pay full price for a car without an engine? Not to mention the other 2 boxes arrived damaged.Next, I will not question at this point the integrity of Mr. [redacted], only because you are speaking for him   When did you speak to Mr. [redacted] about the size of my load?  Recently?  I’m pretty positive it was not within the week of the incident, because the additional complaints were not filed until MORE than a week after the load left, as I was waiting until the load arrived.  I would like to question Mr. [redacted]’s memory.   Does he remember my load as well as he remembers what shorts he was wearing that day?  Well I do! Thanks to all the photos we took that day not only to protect my belongings but also due to the problems!  Oh, my favorite memory thanks to my kid is the one where myself and 1 mover are struggling together to move the latch (amazing one box had a latch!)  while the other mover hung from the roof of the box cause the door was broken and out of alignment and made the latch impossible!  Wow—what great products you provided.  Oh, in case you are thinking photoshop- which none were, not to mention the witnesses on BOTH ends of the move that will swear the last box was only ½ full.  Oh, and don’t forget the complaint at the store and the phone that they tried to sell too many boxes.  Perhaps Mr. [redacted] is siding with you out of concern this will go further and I add the photos that 4 pieces of furniture were not wrapped /properly wrapped and damaged to an amount close to $3000—including a $900 cedar hope chest, a $1200 Ethan Allan lighted bookcase, and 2 other pieces, which were photographed before, also while in the hands of the movers, and photographed as damaged the day of arrival—photographed before being taken out of the uhaul box – witnessed, pointed out my the movers on this end about being packed against the metal hooks on the walls, etc, and again documented in photos.  Oh, I forgot, plus bill from the contractor I hired to repair as best possible the 2 broken furniture pieces.   Oh, I can also add the witnesses who helped load the treasured and valuable items in the van rental and can testify what was in there and how much.  So, your statement of all boxes being full is definitely not true.So a u-box holds and estimated 2000 pounds, so ½ is 1000 pounds of belongings that had to be transported in the rental van.   And not to mention the fact, who would trust their most valued possessions to leave their sight in unlocked boxes??? No one--not even you.  So the cost of the rental van is completely fair and legit.  You provided boxes without latches and I could not ship my valued possessions.As for the cat being a non-issue, again that is not a fact.  Again, I have documented proof stating when my truck would arrive the next morning, after being tracked by uhaul directly and documented BY UHAUL as such in writing, and yet it mysteriously didn’t show up until the following morning.   That is reasonable to believe the truck could have been stopped and unlocked and searched and/or a cat removed during that missing 24 hours.   It would be reasonable to assume uhaul would do so to avoid a bigger incident of animal cruelty.  And since we have already proven the boxes left my possession unlocked, proven that they were not all packed full, had to be opened to have the latches installed, that multiple witnesses were concerned enough to call me directly (it wasn't unhaul they contacted, nor was it uhaul that contact me) about a cat, and the truck was unaccounted for for 24 hours after uhaul itself confirmed with the truck driver of the arrival time, that it is very plausible that a cat could have been in there and removed.    If you would foolishly like to rebut that the latches were installed without opening the boxes, then I can easily take my damage claims for those near the door claims to uhaul –again being negligent.  As for your statement my belongings made the shipment with no issues, again is a false statement.  There were all the issues noted above, plus the stress, delays, and all the calls that had to be made, pushing my 700 minute phone bill over $150 in overage minutes the first month, and loss of use of the phone the second month for weeks (all of which is recorded and second verifiable by the phone company), as I could not afford another overage of minutes repeatedly calling uhaul about the problems from day one, to receiving multiple calls about the trapped cat, and follow-ups on the transport, and complaint calls which repeatedly on dozens of calls (and emails) went unresponded to – despite policies to respond within 72 hours.    After 3 months of calls and emails the only time uhaul would respond is when I finally went to the Revdex.com.   Not to mention the severe stress and anxiety that uhaul put me and my family through as we were told if we didn’t drive back 700 miles over 12 hours that the animal would die, as uhaul refused to open the boxes despite my pleas and permission AND the fact the boxes were unsecure/broken latches/unlatched when it left my custody, so there was no reason why the boxes couldn’t have the latches removed to save the life of an animal.   It caused me heart problems, severe anxiety, and stress.You basis of this not being a fair or reasonable settlement is unfounded and wrong.   I could easily take this to another venue and ask to also be reimbursed for the repairman bill, the gas for the rental van, food money during the van rental, the hotel costs, the interest on the charges for everything (phone calls, contractor, van rental, hotel, gas, etc), medical for the stress you caused pain and suffering, breach of contract, the loss of work, etc.    Considering the basis of this entire issue is you providing 4 out of 5 boxes in non-working order AS CONTRACTED, I think my asking for $1687.50 is very much a fair and reasonable settlement to consider it a case closed.   I will assume that you were unaware of the additional costs I faced due to your negligence in providing working products  and failure to respond to multiple documented complaints, and didn’t mean to accuse me of being unfair and unreasonable in my requesting such a reasonable amount.  I’m sure you did not want to intentionally accuse a Veteran of being dishonorable.

October 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Dominic C[redacted], our President for our South Philadelphia Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office Ms. [redacted] was requesting reimbursement for her movers and a month of storage, which he feels is not warranted.  He mentioned he offered more than the $50 Reservation Guarantee fee and feels a fair resolution was already made.  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 P[redacted] Executive Assistant U-Haul International

I reject U-Haul response for following reasons: A)     Zakery H[redacted], the GM for our U-Haul Moving and Storage of Albany has not communicated with, nor left a voicemail message for me. B)      There is no contract with [redacted] and [redacted], however there is a contract with [redacted] which I have attached. C)      My role was that of a Third Party; that paid Mr. Moulton’s rental fee of $323.51, by giving verbal authorization and my Credit Card Number to a U-Haul representative to charge my CC for the amo[redacted] of $323.51 on 11/13/2016. No further authorization was granted.   D)     Maria P[redacted] from U-Haul in her correspondence mentioned “return policy for U-Haul equipment”, my Revdex.com dispute is not about a “return policy”, as I had no written or verbal rental agreement with U-Haul.  The only resolution acceptable to me:  is that the additional charge of $82.52 charged to me by U-Haul on 11/28/2016 without my authorization, be refunded back to me.    Finally, I would like to emphasize these points to the business. A)     The contract is with [redacted], not [redacted]. I never signed any U-Haul Rental Agreement, nor verbally agreed to one. B)      I can’t become a party to an equipment rental agreement, when not in person. C)      I did not have a re-occurring billing agreement with U-Haul, nor a rental agreement. Thus any charge from U-Haul in excess of one-time agreed amo[redacted] of $323.51 authorized on 11/13/2016, is not valid. I look forward to U-Haul settling this matter as so described, and returning the $82.52 charged to my Credit Card without authorization without further delay. .

I have reviewed the response made by the business in reference to complaint ID [redacted]. I do not find this resolution to be satisfactory but this is all U-Haul is willing to do. Pete called me directly before he responded to the Revdex.com. Also he is not refunding me $100 like the response says. He is refunding me $50 and the other $50 is from a voucher that I already had. Once this refund is issued I'll consider the case closed but I will most likely never rent from U-Haul again and since they consider me such a poor customer I suppose they will be happy to see me go. 

Regards,

February 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Angelique F[redacted], our Executive Assistant for our Northern New Jersey Regional Office, followed up on the information Ms. [redacted] provided.  She sent her an email offering her apology for the inconvenience she experienced with her rental and having to travel to alternate locations to secure the equipment.  Ms. F[redacted] also explained she had issued a refund for the $50 Reservation Guarantee Fee along with an additional $50 as an adjustment on her rental.  The refund for $100 should post on her next credit card statement.   As we value Ms. [redacted] as a customer, Ms. F[redacted] also sent her 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.  The Certificate is valid for two years.  In addition to our truck and trailer rentals, we rent towing equipment, storage units, steam cleaners and garden equipment.  We sell boxes, packing supplies, tape and rope.  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, Maria P[redacted] Executive Assistant U-Haul International

June 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 South Austin Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $50 due to the late delivery. She also mentioned he has since received his boxes.

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 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] Regional Office, followed up on the information [redacted] provided. He advised our office he left a...

message for [redacted] requesting a return call. He also explained he was unable to see any charges for [redacted] and no order has been sent to our U-Haul Center. The amounts may have only been holds on the credit card account that will drop, if not already. [redacted] can contact [redacted] to discuss further if 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,[redacted]Executive AssistantU-Haul International

November 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Representative, reviewed Mr. [redacted]’s recent comments.  She sent him a copy of both his dispatch and return contracts per his request.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

August 5, 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. She informed our office she spoke to [redacted] and discussed her concerns. A refund for the Auto Transport in the amount of $84.53 was issued back to [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

January 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Central North Carolina Regional Office, followed up on the recent information Mrs. [redacted] provided. He informed our office he has been in contact with Mr. and Mrs. [redacted] by phone and will continue to research their concerns in order to reach a 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,

Executive Assistant

U-Haul International

March 16, 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 sent Mr. [redacted] an email explaining she tried reaching him by phone but found his voice mail was not set up so she could not leave a message. She asked that he call her to discuss the mileage issue.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

March 19, 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 Coastal South Carolina...

regional office, followed up on the information Mr. [redacted] provided. He attempted to speak to Mr. [redacted] but had to leave a message on his voice mail. A refund for $220 was issued back to Mr. [redacted]’s Visa account as an adjustment on his rental. 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 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, reviewed the recent information Mr. [redacted] provide. She informed our office she left a message for Mr. [redacted] advising him of a refund for $35 and requested a call back to confirm his mailing address.

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

January 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, followed up on the information Ms....

[redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained he was unable to verify the information she relayed and that a refund would not be issued. We had provided Ms. [redacted] what she had requested.

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 14, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Jim S[redacted], our President for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he contacted Mr. [redacted] and advised him of a refund for $44 he issued back to his Visa account as an adjustment on his rental.  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