U-Haul International, Inc.

Thank you for your concern for our customers [redacted] and [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. Although Mr. [redacted] states...

he did not receive a contract, Mr. [redacted] relayed we have a signed contract from him. It is the customer’s responsibility to put their vehicle on the towing equipment and make sure their vehicle is secure before towing. If someone at the dealership helped with the loading process, it is still the customer’s responsibility to inspect the vehicle. Mr. [redacted] explained that the dealer in question is now closed, but had no previous claims for damage due to improper hookups. A claims adjuster from RepWest Insurance Company did review the case and determined U-Haul was not at fault. Mr. or Ms. [redacted] may want to have the matter addressed by their insurance company.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,

June 28, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Ramon M[redacted], Marketing Company President, spoke to Mr. [redacted] and agreed to the following. Mr. [redacted] can return the parts, in the same condition as received, for a full refund of hitch and parts associated. Mr. [redacted] has been refunded for labor in full, for the installation. Mr. [redacted] agrees to contact us within 7-10 business days to let us know if he will be returning the parts as discussed. Mr. [redacted] does understand we will not assist with the removal of the hitch or its parts.
 
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

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

[redacted], our Assistant Manager for our U-Haul Moving and Storage at [redacted] in[redacted], followed up on the information Mr. [redacted] provided. He informed our office a VIP...

Certificate in the amount of $35.85 was issued to Mr. [redacted] to cover three months of Safestor Protection and one late fee. The Certificate was applied to his storage account. Mr. [redacted] also mentioned Mr. [redacted] has chosen to stay at our U-Haul storage location because of the 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 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.

Thank you for your email. The reason I rejected their offer is because I think it is only fair for Uhaul to offer me a round trip truck from Atlanta to Birmingham to pick up my items. I thank them for the refund for the hotel, but I was not told, I was PROMISED a truck that never was available, unbeknownst to me. I was flexible in the options from the trailer to a truck and driving all over for hours and then the following day as well. My items are still in storage that I am still paying for since I was not able to bring home my items due to all the issues with Uhaul. 

Regards,

June 27, 2014

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 Vancouver and Vancouver Island regional office, reviewed the recent comments Ms. [redacted] relayed. She informed our office she contacted to Ms. [redacted] by phone and emailed her recently regarding her U-Box move. A refund for 100% of the shipping cost has been issued to Ms. [redacted] for the inconvenience she experienced with her move.

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

April 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and addressed her concerns. He did stress that they were able to complete their move with the U-Haul equipment and he did apologize for the repair vendor’s delay. A refund for the full amount of the rental, or $150.94, was issued back to their Visa account as an adjustment on their rental. 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,

Executive Assistant

U-Haul International

July 22, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Atlanta North Regional Office, followed up on the information Mr....

[redacted] provided.  She informed our office she left a message for Mr. [redacted] advising him of a refund for $200 as an adjustment on his rental.  She also mentioned Mr. [redacted] would receive a refund from the claims department for the blown tire.
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 13, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she left a message for Ms. [redacted] advising her that the charge for $37 has been removed and that all she will be charged is $2.   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

June 17, 2016   Revdex.com ID#: [redacted],...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. F[redacted].   Michelle A[redacted], our Executive Assistant for our Manhattan Bronx Regional Office, followed up on the information Mr. F[redacted]’ provided.  She informed our office she spoke to Mr. F[redacted] and discussed his concerns.  She advised him of a full refund for the shipping fee.  Mr. F[redacted] relayed his satisfaction for the 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, Maria P[redacted] Executive Assistant U-Haul International

May 23, 2016

font-family: Arial, sans-serif;">Revdex.com ID#:[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted]. Joann G[redacted], our Executive Assistant for our Western Florida Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Mr. [redacted], again our apologies for the situation. A credit was issued this morning for $100.00 to your c/c. Please watch your statement. Mr. [redacted]’s reservation was canceled without his knowledge.  Ms. G[redacted]  called Mr. [redacted] and offered her apologies for the inconvenience and granted a $100 credit.  Mr. [redacted] was satisfied with the refund and the file was closed. 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, Katelinn K[redacted] Senior Customer Service Agent U-Haul International

Downtown U-haul of Madison installed a hitch on my vehicle. It has a warranty, and the associated lighting harness has not worked properly since installation. They neglected to return my call after leaving an answer with their answering service. After calling repeatedly until someone answered, they were incredibly rude and unwilling to help me make an appointment to fix it. They were insulting and I now have a warrantied hitch, which cost several hundred dollars, that I cannot use.

The amount suggested doesn't correspond to significant damage and loss caused by this incident.

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.

Hello,

 

I am writing to request that my claim (#[redacted]) be reopened.  My complaint is against U-Haul, Inc. and has not yet been resolved.

 

I submitted my claim to Revdex.com on February 27th.  On March 3rd, I received a call from [redacted] with U-Haul traffic services.  She called to give me information about the insurance company that would be handling this request and an insurance claim number.  She said an adjuster would contact me.  On March 4th, I received an email from [redacted] who is the assigned file handler with [redacted] Insurance Company which files claims on behalf of U-Haul.  [redacted] requested the following documentation to be sent in to process the claim:

·        Name, address and signed statement of facts by witness(es)

·        Two (2) Estimates of damages clearly itemizing repairs and costs

·        Copy of vehicle registration or title

·        Color photographs which clearly depict and confirm your damages

·        Legible copy of the U-Haul rental receipt/contract

 

All of these items were sent in to [redacted] at [redacted] on March 9th.  On March 14th I received a message from [redacted].  I called back and had to leave a message.  On March 17th, I spoke with [redacted] about my request.  [redacted] stated he would submit the request for the refund we are seeking in the amount of $889.95 (my figures show $890.05, a difference of $.10 that is not really an issue at this point, just want to state the facts) and we would have to wait and see what would be approved.  Our request also included the rental agreement fee of $762.57 for a total request of $1652.62 (this has changed slightly from the amount on my Revdex.com complaint due to the 2nd estimate that was given for the repairs was lower than the first).  [redacted] informed us that [redacted] is not able to do anything about this refund since it was an agreement with U-Haul and directed us to speak with [redacted] with U-Haul again.  I spoke with [redacted] and she directed me to speak with [redacted] in San Jose again.  I have already talked to all of these people on more than one occasion since this nightmare began.  Nobody seems to be able to solve this issue and continues referring it on to the next guy.  I am ready for this to be resolved as soon a possible.  This has gone on for far too long.

 

Thanks, 

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

As I explained to Maria, I have no contract since no one ever provided me with one. I have no information regarding monthly payments, cost, insurance coverage or anything else that would be given at the time a contract would have been provided. I have stopped all payments now and in the future with U-Haul. Maria, was told several times over the course of the call that we have no contract and we need to know what to do and after the resolution (refund) was offered Maria stated we would still be responsible for the contract, at which point I said, "I do not know how many times I have to tell you that I do not have a contract" at which point the representative who is supposed to be resolving the issue stated, "I do not know how many times I have to tell you to calm down". This is an excellent example of the type of service we have received from U-Haul. We do not accept the terms presented. Someone needs to call us as I have requested several times, with every call and every complaint, to discuss a contract. Do not call me to find out what happened, U-Haul needs to do the research before contacting me. I WILL NOT DO U-HAULS JOB FOR THEM ANY LONGER!!!!!!! Let me say it again, we have no contract, someone from Melbourne was supposed to call us after the second pick up day (there were three managers there at the time so talk to them) to provide a contract and to discuss, because U-Hauls systems would not allow them to process any paperwork for us. Yet again, let me repeat, I do not have a contract and do not call me until you are aware of what has already taken place. I will not walk anyone through the scenario again.

Horrible Horrible Horrible!!!! Reserved a 26 foot truck for an out of state move almost a month before. Not only was I notified less than 24 hours that I had to drive an hour and a half to pick it up, but when I got there we were told our truck wasn't even there. Customer service very rude, said she called at 8:00 am when in fact it was 10am when she called, to notify us we had to pick up an hour and a half away. So they downgraded us to a 20 foot, giving us a whopping $100 off. Now we have to take some of our belongs to storage and pay even more money to take a trip back 2 states away and pick up the rest of our belongings. Same rude customer service when I called to complain. I will never EVER use u haul again. I have moved 3 times out of state in the past 10 years, and this is by far the worst company I have ever dealt with.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

September 30, 2016   Revdex.com ID#: [redacted] U-**ul Ref#: [redacted]   T**nk you for your continued concern for our customer Mr. **.   Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional office, reviewed Mr. **’s recent comments.  She advised our office the decision in the matter remains the same and Mr. ** is responsible for the damages.    We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  T**nk you for bringing this matter to our attention and allowing us to offer another response.   Sincerely, Maria P[redacted] Executive Assistant U-**ul 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.

Simply removing an Ealert doesn't come close to the internal malfeasance articulated against a customer, me and allowed to fester due to corporate policy.... How many times has this occurred and the persons were either unknowledgable of the Revdex.com or other means of escalating concerns when a corporation fails as a whole to act in a manner conducive of customer interests...?   Likewise, simply removing something that never should have perfected as a retaliatory function; does not come close to the inconveniences placed on me on 2 separate occasions...Nothing short of termination of this Manager that set this alert in motion and/or my refund will be acceptable outcome.

Regards,