U-Haul International, Inc.

August 22, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].Constance Turner, our Storage Manager for our [redacted] [redacted] Regional Office, followed up on the information [redacted] provided and sent...

him the following email in response:[redacted] I tried reaching you earlier at the phone number you provided as contact. I received an email in regards to a concern that you have with a storage account at U-Haul Moving & Storage of [redacted]. I reviewed your account and I did notice that you placed an order for an 8x6x6 using on July 28, 2014. We regret and understand that you were upset with the requested sized not being available. It's unfortunate that this occurred, however we did accommodate you with a unit(8x8x6), which is 2 feet greater in width and greater in cost. I understand that you are seeking resolution to accommodate what you originally agreed upon. At this time there are no units available at [redacted] in the amount of $84.95 for an 8x6x6. Once a unit becomes available, I can arrange a date movers of your choice from [redacted] to move your items out of the current unit into an 8x6x6 storage space. The amount of the unit that you are currently occupying can not and will not be reduce to the unit size that you originally requested. If you wish to continue occupying the current space the rate will be $144.95 until further notice. Due to the miscommunication, we can grant an additional month free for unit 147. [redacted] [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,[redacted]Executive AssistantU-Haul International

November 3, 2016U-Haul Ref#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Tracy S[redacted] our Traffic Manager for our Chicago Western Suburbs Regional Office, followed up on theinformation Mrs. [redacted] provided and had the following email conversation with her:Good morning! I have left you a couple of voicemails in regarding to a recent rental from our Fox Valley location, Iwas made aware of some issues that occurred and that you were looking for reimbursement. I wanted to let you knowI did go ahead and process a refund for you in the amount of $129.95 ~ $54.95 for the rental of the auto transport,$25.00 for the hitch receiver and an additional $50.00 for all of you inconveniences with this rental. If you couldplease reply to this email to let me know if this resolution is to your satisfaction... And/or if there is anything else Icould do to assist you. This experience is not typical for U-Haul, and I do hope you will give us an opportunity to helpyou with a move in the future. Sincerely, Tracy S[redacted] Traffic Control Manager U-Haul Company of Chicago WesternSuburbs, [redacted] VOIP 856301 [redacted] local [redacted]
Good evening Tracy! I'm sorry I haven't responded through voicemails that you have left me but I work from 7am-4:30pm and it's hard for me to answer my phone while at work, I appreciate everything that you have done with ourexperience with our auto transport situation that went terrible wrong from the beginning, I just want you to be awarethat come next year in March or April I will be doing this again and hope that I have a better experience the 2nd timearound and won't have to go through this again. Thanks again for you help with this matter! Jo Ann [redacted]Okay great! Thanks for your reply! Please do not hesitate to contact me if there is anything else I can help you with.Thanks! TracyOur customers are very important to us and we regret to hear of situations that cause problems forthem. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

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 and sent him the following...

email:

[redacted], Your communication to my corporate office has been forwarded to my attention for review and resolution. Please accept my sincere apology for the service you described as receiving when trying to get the details on the repair fee your were charged from our [redacted] Location and our Shop. We expect them to provide every customer with the highest level of service, and I'm sorry this was not your experience. I have review all files, repair statements, and invoices from outside vendors and added a detailed spreadsheet below of the actual fees. Our shop personal that spoke with the manager at this location did not provide this information to the Manager ([redacted]) you spoke with at the [redacted] location, he simply told him it would be $1,000.0 to repair. Please be assured our Shop President has seen your concern and will follow up appropriately. We value you as a customer and in doing so we have credited your card the overcharge of $329.75, the trip fee of $99.00 and the down time of $200.00, for a total credit of $628.75. Your feedback is valued and appreciated; we look forward to serving you again in the future. Thank you, [redacted] U-Haul Co. Of [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

May 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Detroit regional office, followed up on...

the informaiton Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and sent him the following email as well:

[redacted] per our conversation I refunded the balance of the transaction $129.08 back to the CC used on the rental. We will look into adding additional wording in our scheduling asking customers to contact us if they cannot make their scheduled appointment times. During the busy months many customers need our services and if a customer is more than an hour late for the pick up the equipment is used by another person in need. A courtesy call to you also would have been nice.

 

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 9, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers Mr. and Mrs. [redacted].   Jorge White, our President for our Boston Regional Office followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] and offered his apology and advised her of a refund for the storage fee in the amount of $106.14 back to their Visa account.  The refund should post on their next credit card statement.  Mr. White asked Mrs. [redacted] to save his number in the event they needed anything from U-Haul in the future, he would be happy to help them.   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

August 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul at 4th Ave. Center in [redacted], followed up on the information [redacted] provided. He informed our office he left a message for...

[redacted]l advising her of a refund for the $50 Reservation Guarantee Fee for the inconvenience she experienced. The refund was issued back to [redacted] account and 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

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,[redacted]

June 16, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Joann Galati, our Executive Assistant for our Western Florida Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office our Traffic Manager researched Ms. [redacted]’s reservation and confirmed we failed in the scheduling process due to the fact it was necessary to send her to an alternate pick up location to secure the truck.  A refund for the $50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s [redacted] account.  The refund should post on her next credit card statement.    Please be advised we are a do-it-yourself moving company and cannot be responsible for lost wages or the expense of hired help.   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

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.

In short, the fact is that UHaul did not honor the free month UHaul promotion that was granted me, even though the initiating Manager even called and confirmed with the new Managers of it.  Because  UHaul continued with the auction processes anyway, it caused me the loss of all of my personal effects I had.

 

Regards,

July 6, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com concern #[redacted]
U-Haul Reference id #[redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Area Field Manager, David A[redacted], has issued $50.00 back to the customer’s card for the reservation guarantee. I have confirmed it was issued on 7/5/2016. It can take 3-5 business days to see the credit in Mr. [redacted]’s account. We apologize for any misunderstandings.
 
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

April 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Orange...

Park, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and went over his storage account and all the charges. She explained that when he moved in to his unit, an employee accidently posted two payments. She did make the correction and took off $58.80 due to the mistake and the late notices being issued, plus phone calls requesting payment. Ms. [redacted] also stated she would draft up a letter to send to Mr. [redacted]’s alternate contact and apologize for the mistake made.

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

checked account did not see credit.

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.

After several phone calls speaking with U-Haul staff I finally spoke with someone who made the 10ft truck deal with me, they basically said that there was nothing else that they could do and I either take it or leave it.  They were not prepared to compensate me for the gas needed to get me to [redacted], the additional apartment rental I'm out for storing our left over furniture, the nights accommodation I missed or the flight to get me back home.

Yes I now have my items here in [redacted], but due to no fault of my own, I'm also out more than $1000, not an ideal situation for someone who has moved to a new state to start fresh, this has been a nightmare, it's eaten into my reserve savings and I don't think it's good enough.

I keep going back to their Reservation GUARANTEE that says "U-Haul has the right to substitute equipment of equal or greater size to fill your guaranteed reservation" - on this count they did not keep their GUARANTEE, they are in breach of it and they need to make this right.

Speaking to them is like banging your head into a brick wall, I very carefully sent them a detailed account of what happened and what I wanted to resolve it, however during the several phone calls from them it was very clear that they had not even bothered to read the details of the situation as I had to explain everything from the start, to every person I spoke with, which is very frustrating. 

 

Regards,

July 6, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com concern #[redacted]
U-Haul Reference id # [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
I emailed Ms. [redacted] letting her know her debt with U-Haul has been satisfied. I apologized for the issue and provided her my contact information if she needs it in the future.
 
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

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,

October 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 [redacted] Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she issued a refund for $200 back to Ms. [redacted]’s Visa account as an adjustment on her rental. 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

September 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis Regional Office,...

followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She relayed that this was a wiring installation that was not scheduled and when Mr. [redacted] arrived at our U-Haul Center, our showroom had many customers requesting assistance. Mr. [redacted] was told the work could be done but it would be a while.

As we value Mr. [redacted] as a customer, Ms. George sent him a $40 VIP Certificate 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,

Executive Assistant

U-Haul International

May 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Atlantic Canada Regional Office, reviewed the recent information from Mr. [redacted].  She informed our office, as relayed in my previous response, Mr. [redacted] needs to contact the claims department at ###-###-#### to pursue his claim.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

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 spoke to Ms. [redacted] and discussed her storage concerns. Ms. [redacted] relayed...

she had no way to pay the balance on her unit or to move out. Ms. [redacted] asked Ms. [redacted] to call her if there was an immediate change that would allow us to resolve the 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

The reservation I made was for Thursday, September 1st. On This day Uhaul stated the day before on Wednesday, August 31 that there were no 20 foot trucks available for the next day on September 1st. I have already chosen a different company and moved, I specifically needed the truck for September 1st and it wasn't available. I made another reservation for Monday, September 5th and Thursday, September 8 which Uhaul was contacting me about. These are the ones I canceled being that I already got a truck from a different company. To this day, 12 days after my reservation for September 1st  I still haven't received the guaranteed $50.00 they promised. Yes I have heard the voicemail Uhaul sent me which stated it takes 3-5 business days to appear on my card. I'm still waiting though.