U-Haul International, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

June 1[redacted] Thank you for forwarding [redacted] concerns to our office. [redacted], our GM for our U-Haul Moving and Storage at Jamil Rd., followed up on the information [redacted]...

provided.  She informed our office [redacted] was instructed to notify the U-Haul office of move out and she never did until she was contacted when rent was due again.  We also requested a death certificate and we would not charge for rent but she never did.  We have since moved our customer out of the unit. 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 Assistant U-Haul International

January 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]...

[redacted], a Senior Customer Service Agent, sent Ms. [redacted] the following email on January 23rd but has not heard back:

Ms. [redacted], We received your letter from the Revdex.com. In order to forward your concerns to the appropriate person I need further information. What is the name on the rental contract and what is the location where this occurred ? Please provide me with the address of the rental facility, including city and state. Thank you for your time. [redacted] Sr. Customer Service Coordinator

If Ms. [redacted] misplaced Ms. [redacted]’s email address, she can be reached at [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

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided and sent him the following email in response:Ms. [redacted], My name is [redacted]. I have reviewed your account with...

U-Haul an see where you had the Safestor policy. Any damage to your belonging would be covered under this policy. You would need provide Rep Western with pics of the damaged items in your storage room. If you have not done so please do so this may be taken care. I am going to issue you a refund of your last month in the amount of $144.34. Any further action on this file would would need to be through the insurance company. Thank you and if you have any questions feel free to contact me. [redacted] U-Haul Co. Gainesville.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 7, 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 has been in contact with Ms. [redacted] and requested she send additional information in order to review her concerns further. She will then be back in contact with Ms. [redacted] to discuss 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

I filed a complaint with Arizona Revdex.com a few weeks ago against U-Haul International based in Phoenix AZ, case # [redacted] but yesterday Revdex.com sent me an email saying the case has been resolved. The company included a letter stating untrue statements that someone had talked to me and reimbursed me some money which is totally untrue. .I was not even given a chance to respond to the company's response or to rebuttal what the company had stated which I find very unusual. I have been trying to talk to Marie Garcia in your office phone # ###-###-#### but she has not responded to my messages. I would like to know why Revdex.com just listened to one side of the story when they decided to declare the case as resolved.Thank you for your attention,Sincerely,[redacted]. (complaint case # [redacted]).

Hello,
I have chosen to reject the response made by the business, not because I did not receive an email stating that I would be refunded, but rather the manner in which the business handled the situation. Several key issues were left unsaid
I would like to clarify that while it is true the company received the truck on April 26th, that was merely in response to the claim I filed against them. As I do not have a copy of the claim to attach, please refer to the date claim was filed. The truck was purchased on April 21st and the keys were returned and out of my possession by noon April 22nd. On top of surrendering the keys, I contacted the corporate office and personally scheduled for their roadside assistance to retrieve the truck. I would like it to be noted that when I asked the general manager why he could not arrange for the truck to be towed, he replied in a snide remark, "because you are the customer." and refused to release my funds and contractual obligation.
Despite personally arranging the tow, filing several complaints with the corporate office, and being made several promises by Uhaul employee's that I would be contacted, no one (not even an employee from the location) has reached out to me to date. Furthermore, after arranging for a tow on April 22nd and the trucks failure to return until 5 days later (with roadside assistance available 24hrs a day), it is evident that Uhaul refunded my money not because they intended to, but rather in reaction to the claim I filed. 
Uhaul's business practices are completely unethical, and had it not been for my persistence, I would have never been refunded my money. They should seriously be investigated for their business practices.
 
Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me, if the aforementioned funds are appropriately reimbursed to my credit card.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted]

June 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I did confirm that the refund for $50 was issued back to Ms. [redacted]’s [redacted] account on June 11th. A credit card company has 30 days to post the credit to the account. If the refund does not post on Ms. [redacted]’s next credit card statement, we can trace the credit and provide Ms. [redacted] with a reference number to confirm 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

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear [redacted], I have received the forward of the...

information you had provided to the Revdex.com regarding your recent rental, and would like to sincerely apologize for the inconveniences that you had encountered. We have somewhat recently embraced hand-held technologies to speed the check in process along for our customers, which has been incredibly well received. From what I've been able to determine, the reason that nobody has been able to give you a good answer to your questions is that your particular contract kind of was, but was not "completed". The best we can come up with is that the signal dropped somewhere during the check in process, and although a "total" was determined, the system didn't log the amounts to get to the total, nor did it complete the transaction by tansmitting the refund of the $11.55 remaining from the deposit. I'm truly sorry that this happened, and equally sorry that we could not provide you with an adequate explanation as to why we could not give you totals. I am hoping that this email is an adequate explanation, even though I still cannot give you a complete breakdown of the charges within a rental contract receipt, as they simply are not there. By reviewing mileage and fuel levels of the truck before and after the rental, I've done the math and spelled out the break down of the rental charges below, however, for the inconvenience, I have issued a credit back to your card for the full $75.00, and we will not charge you anything for this rental. I again extend my apologies for the problems that you had encountered. If I can be of further assistance, please contact me directly, and I will do my best to assist. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York = Truck 19.95 Mileage 16.59 Safemove 14.00 Fuel 7.50 (truck left with 3/4, returned with 11/16) Tax 5.41 Total 63.45.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

I reject this response and, if anything, insist that this is but another piece of evidence that substantiates my position. Every Uhaul representative that saw the truck in person at the bowling green location acknowledged that it was a problem, with the service associate even making remarks as to how it should not have been operated at all. If you were to go back and view my complaints, I said repetitively, both in person at the Bowling Green location and over the phone to every associate I spoke with that the procedures for checking their vehicles had been pencil whipped. I know that vehicle was damaged, Uhaul knows it was damaged, but in typical fashion, they are trying to once again cover it up with additional "investigations" to no where and "inspections" that involve more smoke and mirrors than tools and mechanics. I am in no way satisfied with this illegitimate response and will continue to do everything I can, in the interest of safety, to discourage anyone else I meet from utilizing Uhaul for anything ever again.

October 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted]’s recent comments to our office.[redacted], a Customer Service Manager, spoke to Ms. [redacted] and explained our E-Alert policy and why she cannot be removed.  Her current boyfriend was marked as a dangerous individual and because Ms. [redacted] provided information that was a match on what we already had on her friend, this linked her to his E-Alert file.  Ms. [redacted] provided Ms. [redacted] with her contact information if she had other concerns or needed further help.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

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

Uhaul is not a good company to deal with. They find reasons to add additional charges, they rent trucks in very very poor condition (barely road safe) and their customer service is dubious at best.

July 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our West [redacted] Regional Office, followed up on the information Ms....

[redacted] provided. He informed our office the telephone number listed for Ms. [redacted] was not a good number, therefore, sent her the following email in response:Ms. [redacted], I received you Revdex.com complaint today and I tried to call the number listed and the call would not go through. I want to first apologize for the incident. I have looked into your situation and I see that you indeed did have a reservation to move in on July 24th. I also see that the manager of the location canceled the reservation on June 8th and his note says that the customer is no longer moving. I can only assume that he made a mistake when entering the room number for someone else's cancellation. I can understand your frustration and I have had a conversation with him and the staff at that location. I will also be having a meeting next week with all managers and I will put this incident on the agenda to discuss with all. This is a very busy time for U-Haul but that is even more reason to make sure we do what our customers expect. Again I am very sorry for the mistake and if there is anything else I can do or if you wish to speak with me please call.

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 8, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Anthony G[redacted], a Senior Customer Service Agent, and Ashten P[redacted], our Traffic Manager for our South Puget Sound Regional Office, both followed up on the information Ms. [redacted] provided.  Anthony explained he spoke to Ms. [redacted] and discussed her concerns. He relayed he reviewed the calls and found Ms. [redacted] was told the shipping estimate would be $3,340 and the total charges with the selected delivery options would be $4,005.70.  She was also advised they would not be charged for the reservation but on September 24th would be charged for the monthly rate plus $75 for truck delivery.  Finally, on October 13th, Anthony stated Ms. [redacted] was told she’d be charged a $115.95 truck delivery fee, which did not match with what Ms. [redacted] seems to be scheduled for currently and after review of the contract, he found changes were made to the dates.  This would have also changed the rates and Anthony relayed it seems to be the point where Ms. [redacted] became confused with what was due.  He asked for input from Ashten P[redacted] at that point because Ms. [redacted] was not happy with the amount of VIP Certificates he sent her, which was $410.30.  Ashten advised our office Ms. [redacted] did a load/unload of her boxes and not truck delivery.  The rates for the truck delivery to Auburn hub is $75.  Ms. [redacted] is set for truck delivery in Cantonsville, MD and Ashten stated this is their rate for their truck delivery and Ms. [redacted] would still need to pay their rate for delivery service.   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

March 10, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Frank Smith, our Executive Assistant for our Western Michigan Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office they stand by their original decision. 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

The only letter I ever received was a final notice. Once I got I tried to contact uhaul...I always got call center..they informed me that they couldn't help me. Once I actually got thou to the store quinton was very rude to me. I would like to be reimbursed for my unit. The pervious reply stated 4 boxes was being returned yet ive seen nothing.

I have reviewed the response made by the business in reference to complaint ID [redacted], and am continuiing to try to contact Uhaul in Washington to resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Am trying to contact [redacted], but the time zone difference makes it difficult as I must call the office about 7am my time which is 4pm Washington time. I am working overseas so it is more convenient if I call them Also I don't understand the "options" for the Revdex.com web site.

October 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Baltimore Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she found Mr. [redacted] had two reservations.  When he received the voice message on this reservation for scheduling, he went on line and made a reservation instead of calling us back to talk about options.  Although we are not at fault, Ms. [redacted] relayed a refund for $50 was issued to him in the interest of customer good faith.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