U-Haul International, Inc.

July 8, 2016

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Revdex.com concern [redacted]
U-Haul Reference Id # [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Tracy Shaw, Traffic Control Manager, reached out to Mr. [redacted] and came to an agreement. Mr. [redacted] was given a full refund for his rental on 7/8/2016 in the amount of $139.70.
 
Please allow 3-5 business days for that credit appear on Mr. [redacted]’s bank statement.
 
As we value Mr. [redacted] as a customer, we also sent him a $50.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Mr. [redacted] was pleased with our response and will be doing business with us in the future.
 
Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.
 
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

May 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she issued a refund for $70 back to the [redacted] account listed on the rental contract. 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 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr[redacted]Paul B[redacted] our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office our...

Area Field Manager contacted Mr. [redacted] and left a message requesting a call back.  He plans to explain our procedure of equipment substitution and how our $50 Reservation Guarantee Fee program works.  Mr. Barbanti relayed the $50 has been issued back to Mr. [redacted]’s credit card but no other reimbursement is warranted.  We did provide equipment for his move and Mr. [redacted] completed his move.  The area Mr. [redacted] wished to rent from did have a shortage of the size truck he requested and we did work with him on trying to fill his reservation.  We located a 20-foot truck with a 12-foot trailer and Mr. [redacted] accepted.  The refund should post on his 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 AssistantU-Haul International

I was charge for 4 months of storage when I only used three: once at the end of May for June storage, at the beginning of July for July storage, at the beginning of August for August storage and then at the beginning of September for September storage, even though the box was shipped August 30. I want to be reimbursed that September charge since nothing was being stored. I also want reimbursed for the $64 (not 54 as someone at the local store told me on the phone) for the fee I paid to have the box delivered to my apartment, which was never disclosed. I'm requesting a reimbursement of $72 for the incorrect quote, $186.15 for the month of non-storage and $64 for the extra delivery fee for a total of $322.15.

I have reviewed the response made by the business in reference to complaint ID [redacted], and decided to accept the offer by the company. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Also, below is my final response to the company for their review:"U-Haul,            Per your last e-mail above - "Customer was quoted a local delivery charge by truck of $163.12 to 123 Any Street, Daly City, CA. (Destination)" and after a discussion with the GM ([redacted]) of the U-Haul of Grand Forks, delivery to my home address was specified as part of my order and was supposed to have been executed free of additional charges. Despite your claims, there were no multiple phone calls with a explanation to my father of any delivery situation or alternative off-loading processes but instead a single phone call (after numerous messages left by him to your office) informing him that my boxes had arrived and that there "were no drivers available" to transport them to my home. He was then told that he would need to pick them up himself via trailer rental, truck rental, or by off-loading the contents to a POV on site. If he did not do this immediately, U-Haul would begin charging me storage fees everyday the pods remained at your store. I was deployed at the time and not available to tell my father that delivery was part of the order, so he decided he had no choice but to rent a vehicle (conveniently from your U-Haul store) and off-load my items with the help of my brother, mother, and a hired-hand. My parents are a elderly couple and the delivery was supposed to have spared them from the labor and hardship of moving 4,000 pds of household goods.  I am busy trying to get my life back in order and do not wish to deal any longer with the lack of response or excuses by U-Haul directed at me as if I am at fault for something. Rather than generate more anguish and frustration from any further dealings with U-Haul, I have decided to take your offer even though it does not compensate for all the expenses I had incurred from this negative experience. Please understand that I will be informing my fellow Air Force and Active-Duty service members about the lack of support I was given in the hopes they avoid a company that takes such a negligent, indifferent behavior towards it's customers. I will not have any future transactions with U-Haul until your store and company reimburse me as requested."Thank you to the Revdex.com for the help in engaging U-Haul into some kind of  compensation because I do not think they would have responded at all without your intervention. You are much appreciated.

Regards,

While I appreciate the $50 for the issues, I have some concerns regarding the business response.  First off, James was not the one to attempt to contact me and left me the voicemail.  The individual stated their name was Robert (likely the same Robert that Rachel stated was unavailable at the time of my initial issue.)  Furthermore, Robert did not state anything in his voicemail regarding the $50.  Nor did Robert offer any apology in his message, he simply stated that he was attempting to follow up with the complaint. So the claims they are stating in their response appear to be fairly inaccurate.  Bottom line is they lost my business and my request was simple, I get an explanation from a supervisor and a personal apology from Rachel.

September 26, 2016   Revdex.com ID#: [redacted] U-Haul ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Tristan D[redacted], our Executive Assistant for our Central North Carolina Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office, in an effort to promote customer good faith, a refund for the remaining balance of $250.12 for local delivery and storage services rendered was issued to Mr. [redacted].   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

They never told us about late fees. They just took whatever they wanted off. They have THEIR Own mechanics look at the truck. So of course it will be fine. They never even told us how to use the ramp. How can they get away with stealing money off your card. They charged us for more miles than we used. They never told us about late fees and they charged us MORE than an extra day! How can Uhaul be accredited with Revdex.com with thieves and con artists.. There are thousands of complaints against them. We just want our money back. They also called us and and pretty much told us they can charge what they want when they feel like it and we were wrong and hung up. They also didn't apologize.  we are also afraid they'll take more money off our account when ever they feel like it.

January 9, 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 Western New York Regional Office, reviewed Ms. [redacted]’s recent comments to your office and sent her the following email in response:

Good morning Ms.[redacted], I am following up with your recent response to your Revdex.com complaint. I truly do apologize but there appeared to be a computer glitch with your U-Boxes, they were in our computer system twice. When we moved you out originally it only moved 1 contract out while the other (that we did not know existed until now) was never moved out. This was causing you to get letters and past due statements. Please understand at no point were we actually charging you for this second contract but invoices were being auto sent requesting payment. I have deleted the balance due on the second contract and moved you out. For all this frustration caused I have issued you a $50.00 VIP gift certificate which can be used at any U-Haul center in the U.S.A. or Canada for any service or product we offer, this certificate is good for 2 years and has been emailed to this same address. Once again I do apologize for all this confusion and the headaches caused. Should you have anymore issues please do not hesitate to contact me. [redacted] Executive Assistant

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

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.

I had to paid the movers for their time because Uhaul did not honor their reservation and no one had call me of this change prior the pickup.

Regards,

July 1, 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] and **...

[redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and verified his mailing address. A check for $50 was requested on June 26th and was mailed from our [redacted] office today.

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 Palmisano

Executive Assistant

U-Haul International

April 29, 2015

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

[redacted], our Executive Assistant for our Chicago South and SW Suburbs Regional Office, followed up on the information Ms. [redacted] provided. She informed our office...

she left a message for Ms. [redacted] as well as sent her an email offering her apology and requesting a return call but has not heard back. Ms. Lott would like the opportunity to personally address Ms. [redacted]’s concerns. She can be reached toll free at ###-###-#### Monday through Friday, 9:00 am until 4:00 pm.

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

My husband made our reservation on Wednesday May 18, 2016 to be picked up May 27, 2016 at [redacted]. He received a call on May 26 stating that our reservation will not be available to us and that there is no other truck available for us, either. We scrambled to find anything else from other Uhaul centers and other rental companies. We were told there were no trucks available at all everywhere. On May 26, I made numerous attempts to speak with Uhaul's customer service. I was transferred and hung up on repeatedly. Finally, I spoke with a gentleman named Michael. He gave me a reference number [redacted] and told me a manager would give me a call back within 72 business hours. I have yet to receive that call. Fortunately, we were able to get a 5x9 trailer in Midway. It helped, but it would've been super nice to have a truck. As we traveled back and forth from our new home to our old home on Friday and Saturday (27-28th), the Uhaul dealer in Richmond Hill had 3 trucks sitting in their lot. On Sunday (29th), there was one and Monday(30th), there was 4 trucks. We are very disappointed and a call to Uhaul will not be on our list the next time we move.

Never again. The local stores did great. Unfortunately, I have an issue with U-haul corporate. The day before I was supposed to pick up the truck, they called me and told me that the truck won't be available until 2pm. I expressed my dissatisfaction to that arrangement because we made plans for the move for the morning, they told me that they never guarantee time or place of the truck.

Since they conveniently called me the day before our moving day, I could find other arrangements. Talk about adding stress to a move. When I told them that this isn't very convenient for people who are getting time off, scheduling people a move day, and travel lodging; they told me there is nothing they could do, I agreed to the conditions when I reserved the truck.

This isn't the first time U-Haul has made my experience with them unpleasant. I will NEVER user their services again and will tell everyone I know not to use their services. By my experience, U-Haul's poor customer service and policies make them simply out of touch with the needs of people who are moving.

July 31, 2015

Revdex.com # [redacted] U-Haul Ref# [redacted]

Thank you for your concern for our customer [redacted]

[redacted] the President in our [redacted] , CA Regional Office reviewed Ms. [redacted] concerns. He informed us the already refunded amount of $250 is a fair reimbursement...

for the problems Ms. [redacted] experienced during her rental.

Our customers are very important ro 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 25, 2014 approx.  3:55 pm I called for Mr. [redacted]; However he wasn't available, so I spoke with [redacted]. I stated to Ms. [redacted] that I was calling to inform them that I will retrieve my items from U-Haul December 1,2014. As it is, I am disabled and don't receive income until December.I also explained that I attempt on several occasions to pay for October 2014 payment, but it was denied. I further explained that I didn't need storage for the month of November. I lost my father on November 21st., I needed my clothing and that I didn't have anything to wear; ALL of my clothing is in storage. She further stated that she will inform Mr. R. [redacted] that I had called to resolve this matter.CC: Note to myself

August 26, 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 Idaho Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office [redacted] Insurance Company reviewed all the photos submitted by Mr. [redacted]. Upon their investigation, the damage does not show connection in having transmission cooler or brake controller. The damage was under the bumper. Further research showed no employee caused the damages to Mr. [redacted]’s vehicle while on the U-Haul lot.

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 was contacted by "Chuck" (he did not provide me with his last name) who advised they were standing on their denial of my claim.  I requested he send me the photos that were provided to him by the vendor who replaced the strap, together with his explanation of the denial.  I have yet to receive them. As for any damage they allege, I purchased insurance directly from U-Haul to protect me from any alleged damage.
 
Thank you.

July 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Traffic Manager for our Central Alabama Regional Office, followed up on the information...

Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and requested she send her hotel receipt for reimbursement.
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.I have not yet seen the $100 credit to the credit card account.  I'm sure it will take a few days.  I did not receive $100 credit from uhaul. I received a $40 voucher, which makes me think they are being dishonest. What is going on??? I won't consider this resolved until I receive both items they promised in your email.  I feel like they are trying to pull a fast one and get off cheaper than planned.  I am now seeing 2 different stories here. 

Regards,