U-Haul International, Inc.

July 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul at [redacted]., followed up on the information Ms. [redacted] provided....

 He informed our office he spoke to Ms. [redacted] and she relayed her concerns had been addressed and resolved.
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, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we do provide towing if our truck experiences a mechanical breakdown. Getting the truck stuck is not a mechanical issue, but driver error, therefore, the towing would not be covered by U-Haul. Our GM at our U-Haul Moving and Storage at Rutledge advised our office Ms. [redacted] came to our Center the same evening the truck was retrieved from the impound lot with the original key to the truck. A new key had already been cut in order to retrieve the truck that morning. The truck was checked in upon return per company policy and impound fees were added. Our GM relayed that Ms. [redacted] stated she had no problem paying the fees and wanted to know the amount. A receipt was printed for her with the charges. She did not disputed the charges, however, she was upset that the charges were applied to her credit card. She walked out of our Center saying she would dispute the charges with her bank.

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 customers Ms. [redacted] and Mr. [redacted].

[redacted], our Executive Assistant for our Northern Alberta, Saskatchewan, and NWT, reviewed the information Ms. [redacted] recently provided. She informed our office she spoke to Ms. [redacted] and came to a conclusion that the refunds issued did not process as the card on file was not a credit card. Ms. [redacted] advised Ms. [redacted] a check for the refund has been requested and should be received within the next 10 business days.

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 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Traffic Control Manager in our [redacted] Regional Office spoke to [redacted] on 8/8. [redacted] informed [redacted] she would credit $172.00 to his...

[redacted]. This amount reflects the difference in rates between [redacted],[redacted].

Our customer 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 Assistant

U-haul International

After contacting Navy Federal several times within the last month & including today nothing has been credited to my account . The bank and UHaul representatives continue to state that their is still a hold on the 50.00. However, outside of the funds being missing the main complaint which is the biggest complaint is being wrongly accused of an ice cream spill which apparently led to a 25.00 clean up fee. Ironically this came in a invoice shortly after I had been hung up on . After calling to figure out why I was charged a clean up fee I was instructed it was because their was an ice cream spill??? After speaking with the representative I was instructed that the area manger "Christopther" would be the person who would issue the credit . After finally speaking to Christopher I was instructed that he could not issue a credit for the 25.00 because he too runs a business ?? I myself still is confused to how I am accused of something I did not do and then told that I gave you a 50.00 credit it's the best I can do after being promised the 50.00 credit due to them causing me to miss my "Scheduled move in" due to lack their of checking to see if the truck I rented wasn't giving to someone else . This is a valid mistake on their end that has nothing to do with me. The 25.00 clean up fee was a scam and now I am told this was a valid charge with no evidence . I also would like to emphasize that I am lactose and that it makes no logical sense to be charged for ice cream considering that for one I can't even eat it and two who hauls ice cream around in a hot tin moving truck? I am very upset with uHaul and most importantly how they went about handling business after initially rejecting the insurance when renting the truck. I encourage the Revdex.com to attain a copy of all the audio conversations including the Initial one from UHaul in which I was accused of breaking a windshield If possible I would like the Revdex.com to look further into this to bring justice to this situation.

The last time I spoke to Ms. G[redacted] she told me that she needed to speak to her boss and would get back to me the next day. That was last Wednesday, and I have not heard from her again. I have no missed calls, voicemails, or emails. I was never offered $465. That is why I decided to go through Revdex.com. This is one more example of misinformation I have received from UHaul. 
Additionally, I did not pay $65 for the movers. It was $79.95, and I have my BofA bank statement as proof. And I don't agree that $465 is reasonable. That is less than half the money I was forced to spend on living arrangements, food, clothes, and school supplies when my box was cancelled twice. If you want to go by the $50 listed in the contract, I would ask that it starts on May 23rd when Gretna received the box. This was when the problems with misplaced boxes, wrong phone numbers, not being able to connect my name to a box number, etc. began. 
Movers $79.95
50 x $19 days $950
Total $1029.95 
This is about half of the money I lost replacing items in my box and making alternative living arrangement when my box was canceled twice. Not to mention, no communication I have had with Uhaul has mentioned that you charged me too much, and your GM refused to release my box until I paid more. You cancel my box, and then hold it hostage over $5.49 I don't actually owe you! And Ms. G[redacted] is just the last in many examples of me having to spend countless hours trying to get a response from UHaul only to be told I had a conversation that never took place. Based on all these facts I believe I am being fair in asking for about half of what I spent reimbursed. 
Thank you,

October 29, 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 and sent him the following email in response:

Dear Mr. [redacted], My name is [redacted] and I am with U-Haul Co of NH & ME. I would like to thank you for giving me the opportunity to work with you regarding your hitch installation. I understand you are seeking a complete refund, due to an issue with the installation. You state in your letter that after your hitch installation on 9/26 you immediately noticed clearance issues between the muffler and the hitch. At any time between the date of installation and when you rented a trailer on 9/30, did you contact the S. Willow St location to have this issue corrected? I would be more than happy to reimburse you for the cost of the positive battery terminal cover and the oem hitch plates. I just need a receipt or estimate for the cost of the replacement parts. I am issuing a $50 VIP Certifcate for your troubles.

The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 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 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] located in [redacted], followed up on the...

information [redacted]. She informed our office, in addition to a refund for $100 for the 2 day delay in the delivery of [redacted]’s U-Box, a refund for $175 as an adjustment has also been issued to [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,

Executive Assistant

U-Haul International

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

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

[redacted], our Traffic Manager for our South Bay regional office located...

in Fremont, CA, followed up on the information Mr. [redacted] provided. She has been in contact with Mr. [redacted] and in receipt of additional paperwork from him in order to reach and offer 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

March 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mrs. [redacted].[redacted], our Executive Assisant for our [redacted], GA Regional Office, followed up on the information Mrs. [redacted] provided and sent her the following email in...

response:Hello Ms. [redacted]My name is [redacted] and I am the Executive Assistant for the Regional Office of U-Haul in [redacted], GA.I am in receipt of your letter to the Revdex.com and called you earlier today to discuss it with you. Since I was unable to reach you, I decided to email you so you could send me a response, if you desired.The area field manager over [redacted]s Tire and Service Center in Vidalia, GA, Chris Herrick, researched your complaint and provided the feedback I needed in order to resolve your complant. He told me that the dealership has been open since August of 2011 and the agent that took your reservation, as well as rented the truck to you and your husband, was the owner, [redacted]. When I heard that, I was deeply disappointed by the way you said you both were treated by him, especially since he usually does give customers a lot more information than he apparently gave you two. I also apologize for him not returning your phone calls. I agree with you - that is very unprofessional.As far as the incorrrect address goes, it could have been corrected on the contract at the time you rented the truck. Did you happen to mention that to him? Even though it should have been corrected on the actual contract, it really did not have any affect on your mileage charge in any way.[redacted] probably assumed you had rented from U-Haul before and knew about the mileage charges. But I did some research and saw that you have not, so both Mr. [redacted] and I agree that you should be given a full refund of your mileage charges.I will be crediting $ 82.65 back to your [redacted] ending in [redacted] before I leave for the day.We appreciate your business and look forwarding to serving you again!Warm Regards,[redacted],Executive AssistantU-Haul Company of [redacted]Mrs. [redacted] responded with the following email:Thanks I appreciate the refund. Actually I did not see the address until I was looking over all of the information after he told me about the mileage charge. I had spoken to customer service once I called the claims number to speak to someone. Since he never called me back. She then told me that I was charged because I told Mr. [redacted] that I lived only ten miles from the rental place and that was not true . I am pleased with the outcome. Thanks again!!!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 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Bay regional office, reviewed the information Mr. [redacted] recent provided. She informed our office she spoke to Mr. [redacted] and advised him that a refund for $889.95 will be issued from [redacted] Insurance Company. She was also able to reach an amicable resolution for 50% of the rental, or $381.25. Ms. [redacted] will email Mr. [redacted] the document for the 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,

Executive Assistant

U-Haul International

January 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Ramon M[redacted] our President for our Southern Massachusetts and Cape Cod Regional Office, followed up on the information Ms. [redacted] provided.  He informed our...

office he carefully researched Ms. [redacted] concerns and reviewed repair history on the truck she rented.  The battery in the truck was just replaced a month prior to the rental.  The truck has since traveled over 800 miles including four in-town rentals and two one-way rentals.  Mr. M[redacted] believes Ms. [redacted] may have left the cargo light on too long, which caused the battery to die.  We have no record of any calls into our Emergency Road Assistance line within these 800 miles, nor have there been any battery issues reported.  He verified a refund for the extra fuel that was issued in the amount of $31.85 and should post on her next Visa credit card statement, however, a full refund is not warranted.  As we value Ms. [redacted] as a customer, Mr. M[redacted] authorized a $50 VIP Certificate to be sent to him by email that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  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,Maria P[redacted]Executive AssistantU-Haul International

August 30, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for forwarding Ms. [redacted]’ additional comments to our office.   I’m sorry we were not able to help her any further as far as obtaining additional information to search for a call.    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

August 18, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.
[redacted], our Customer Service...

Manager, followed up on the information Ms. [redacted] provided and sent Mr. [redacted] the following email in response:
Hi [redacted], 
I am contacting you in regards to a Revdex.com complaint we received from [redacted] for this rental. I would like to apologize for the whole situation you had with the movers and the rental equipment. I will be assisting you in getting this file resolved. As of right now I cannot offer a resolution because the rental is still on-going. As for your desired settlement I will be working with Moving Help to see if we can get you a refund for the extra $41 you had to spend on movers. Once the rental has been returned can you please contact me back with the receipts for your hotel stay and I will be looking into the compensation for this as well. Unfortunately because the rental is already out there is no way for us to add Safemove or Safetow to the truck and trailer. But I can assure you that since the situation was not customer caused you will not be charged for the damage. If you do have any mechanical breakdowns you can contact our Roadside Service team for assistance. If you have any questions please feel free to contact me back at your earliest convenience. 
Thank you 

Customer Service Manager
###-###-####
Ext [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,

Executive Assistant
U-Haul International

August 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

Our records indicate [redacted] was refunded a total of $100 for the inconveniences she had during her rental. We truly apologize for her recent experience with our company.

Our...

customer 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 Assistant

U-haul International

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Office, followed up on the information [redacted] provided. He informed our office he contacted [redacted]...

[redacted] by phone and email and advised her of a refund for $950 he issued back to her [redacted] account for the delay and inconvenience she experienced with her U-Box transaction. 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,[redacted]Executive AssistantU-Haul International

July 29, 2014

Revdex.com [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Michigan...

regional office, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and addressed her concerns. He explained he could not speed up the drop process on the hold on her prepaid card but did offer her a $60 VIP Certificate for the inconvenience she experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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.

First of all I do NOT appreciated being contacted by the very person I named in my complaint!  [redacted] is in fact who hung up on me during this messy situation and to have her call me telling me she received my Revdex.com complaint and wasn't going to offer anything more than the $50 refund (laughing in her voice mail she left on my phone) GREATLY upset me! She has been manipulating this situations from the start.  She HUNG up on me leaving me without a truck and there was NEVER ANY WAY SHAPE OR FORM OF AN APOLOGY (she was laughing at me on her voice mail, LAUGHING!!!!!)  I absolutely disagree 100% that there was "other options"  I reserved a 26 ft truck along WITH your LARGEST trailer to pull behind and I was offered a 20 ft truck with a trailer.  If a 20 ft would have been big enough then I would have reserved a 20 ft not a 26 ft.  All of my stuff didn't even fit in your biggest truck with your biggest trailer and she wanted me to take a smaller truck.  I reserved a 26 ft truck and I NEEDED a 26 ft truck and according to [redacted] the ONLY 26 ft truck I could get was in Saluda, VA.  <I DIDN'T ACCEPT the offer I had NO OTHER CHOICE!!!!!  I had to be out of that house WITH MY STUFF the next day.... What offer????  What other choice????  This letter imply that I had choices and offers and just rejected them.  I did what I had to get the 26 ft truck I RESERVED and it cost me A LOT of money and 5 hours of my time and my friends time.  In Lee's voice mail she left me she was sure to tell me that the drive was 105 miles not 135 miles because someone sitting on their butt in a office knows HOW FAR I DROVE!!!![redacted] has been nothing short of an offensive manipulating this situation to make herself look good, refusing me to speak with her boss about her UNPROFESSIONAL behavior, then having the nerve t leave me a voice mail LAUGHING telling me how far I drove and that nothing else would be done.  Uhaul is showing to be the worst company I have EVER dealt with and this "kind letter FULL of BS" is just the icing on the cake!

Regards,

December 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office.Dianne R[redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response:Thank you...

for contacting our office re: your inquiry in trying to complete a reservation. Please call our National Sales and Reservations line @ ###-###-#### and any sales agent can assist you in getting a reservation set up.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

September 17, 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 he spoke to Ms. [redacted] and addressed her concerns. He also offered his apology along with one month of free storage due to the fact that the credits did not process as quickly as she anticipated, which caused her bank account to incur overdraft fees. Ms. [redacted] declined the free month but [redacted] relayed if she changed her mind to stay another month, it would be at no charge.

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