U-Haul International, Inc.

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 am not satisfied with this proposed action, because NO ACTION was proposed. The respondent only restated what I had already explained in my original complaint, at least as far as the amount of the charges. No explanation was given for the amount, an itemized bill was not provided, the unnecessary call to my mother was not addressed, nor was their continuously neglecting to return my phone calls. The company's lack of professionalism, and disregard for customer service and respect was also overlooked. By avoiding all issues, it reinforces my belief that U Haul has overcharged my account and cannot justify its actions supporting that I should be refunded $48.41.

Thank you,

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Colorado...

and Wyoming Regional Office, followed up on the information [redacted] provided and advised our office [redacted] was contacted and informed of a refund for the $50 Reservation Guarantee Fee. The refund was issued back to [redacted]’s Master Card account and should post on his 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

August 4, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our Executive Assistant for our [redacted] Office, followed up...

on the information [redacted] provided. She informed our office she contacted [redacted] and advised her she would issue her a refund as promised by credit card in order to avoid extra time to issue a check. [redacted] relayed to Ms. Andia she would call her back but has not, therefore, Ms. Andia went ahead and issued a refund for the $600 back to her credit card she had on file. The refund will post on [redacted]’s 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

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.[Provide details of why you are not satisfied with this resolution.]

1. [redacted], Executive Assistant U-Haul International,wrote:[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide herwith a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. (Revdex.com Response). I visited [redacted], a locally owned and operated gas station, on Friday, January 16, 2014 in person to discuss my case with the manager. The owner of [redacted] stated that neither him nor his representatives spoke to Ms. [redacted]n regarding my case, and told her that they would provide me with a receipt, if I could give them the date and time I filled the truck. Thus, Ms. [redacted] has falsified information to corroborate her case against me. The manager also said to me that it would have been feasible to provide me with a receipt, if I had paid with a credit or debit card.  Even with an exact date and time, which would have been between the hours of 10:30-11:15P.M on Jan. 5, 2014, it’s difficult to verify my case because they cannot directly trace cash payment to a specific car or ensure that I am indeed the individual who made the specific cash payment.  Furthermore, the manager also said, if U-Haul had billed me for the fuel on Jan. 6th and then I called [redacted] on that day about the charge, it would’ve been easier to for them to track thepayment- days later makes it hard. They never received a call from Ms. [redacted]n or any other employees of U-Haul.  If Ms. [redacted] did call the [redacted] gas station, then U-Haul should be able to provide phone records to substantiate their statement.2. “Ms. [redacted] became angry and her friend removed her from our U-Haul Center. “This is a deceitful statement that seeks to diminish my character. Indeed, I was upset because I was charged for unexplained charges.  In addition, Ms. [redacted] demeanor wasnonchalant and dismissive.  I would like Ms. [redacted] to provide video evidence to substantiate that I had to be removed from her store. My brother who accompanied me on the day I visited the store in person, stood at the entrance door while I vented.  He never had to enter the store in order to remove or calm me down. He simply said let’s go and forget about it while standing at the entrance door. 3. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.My bank statement displays two different charges with different dates and reference number. The first charge on January 6th for $75.00.  If the contract was closed out on the morning of January 6th, why didn’t U-Haul billed me for completed charges of $121.00 ($75 for cost of truck plus mileage plus $46.00 cost of fuel)? Instead, I was billed on January 6, 2014 for $75.00.  Two days later, on January 8, I was billed for another $46.00.  Even if U-Haul had billed the completed charges separately on January 6, 2014, the bill of date should’ve been the same for the two distinct charges, even if the reference numbers are different.I am willing to upload a copy of my bank statement to validate my argument.On January 21, 2014. I contacted Campus USA credit Union at ###-###-#### and spoke to [redacted], a representative, regarding the charges. He told me that he can only seewhat I’m seeing.  Furthermore, he stated that he understands my argument concerning two different charges on two different dates and that the merchant, which is U-Haul, would have to provideproof that that the charges were processed on the same date, the bank cannot substantiate the transaction dates. When I contacted Ms. [redacted] on January 16, 2014 to provide explanation for the charges on different dates, I was told that she will contact me at a later time. I’m still waiting to hear from [redacted].Thus, I am asking U-Haul to provide evidence that the charges were processed on the same date using the same credit card number. Anythingcould’ve happened within those two days’ time.

March 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Brooklyn Queens Staten Island regional...

office, followed up on the information Mr. [redacted] provided and advised our office he had offered his apology for any mis-communication. He also issued a refund for $48.61 as an adjustment on the rental. The refund was issued back to Mr. [redacted]’s Visa account and should post on his 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

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia regional office, reviewed the information Mr. [redacted] provided and informed our office he spoke to Mr. [redacted] recently and advised him of a refund as an adjustment on his 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

July 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted].   Joshua N[redacted], our Area Field Manager for our Tampa Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he has been in contact with Ms. [redacted] via email and informed her a refund for the wrong destination fee would not be issued.  Ms. [redacted] made the reservation and also signed the contract agreeing to return the equipment back to the same location or be charged.   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

September 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Sugarland Airport Area, followed up on the information Mr. H[redacted] provided.  He informed our office the...

hitch installation was inspected and found to be correctly installed.  Mr. [redacted] mentioned the noise was due to the muffler rattling against the hitch.  He offered options to resolve the issue but Mr. H[redacted] declined because there would be an additional fee. 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

January 18, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Bill B[redacted] our GM for our U-Haul Moving and Storage at [redacted] followed up on the information Mr. [redacted]rovided.  He informed our office he contacted Mr....

[redacted] and issued a refund for $10.00 back to his [redacted] Card account on January 14th.  The refund should post on his 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,Maria P[redacted]Executive AssistantU-Haul International

May 23, 2014

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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. She informed our office that our GM of our U-Haul Moving and Storage of Oceanside, [redacted], issued a refund for $133 to Mr. [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

July 18, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Haley R[redacted] our Field Manager for our Atlanta North Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hello Mr. [redacted], I have refunded the fuel charges of $3.50 to the card on file. I'm sorry for the inconvenience.   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 25, 2014Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office...

he issued [redacted] a refund for the $30 service fee as requested. The refund was issued back to her [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

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

RepWest Insurance Company advised our office they have been in contact with Mr. [redacted] and are currently investigating his claim. They will be back in contact with...

him when a resolution has been reached.

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 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]

May 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Bay Regional Office, followed up on the information Mr....

[redacted] provided. He informed our office he was in the office when the original calls came through for Mr. [redacted] and stressed there are always two sides to a story. He assured our office no one spoke in a rude manner to Mr. [redacted] and also advised our office a refund for the $50 Reservation Guarantee Fee had been issued. [redacted] was not involved in the original call but took over and had the contract moved to an open dealer that is about 3 miles from the original reservation location. The refund for the $50 should post on Mr. [redacted]’s next [redacted] 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

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.

Though you claim to have issued a refund, as of the writing of this response I have not recieved any such refund.  I was told on Monday the 21st of July that I would have a refund check sent to me and my information was taken down.  I was told on this day that it would take 48 hours for the refund to be processed and mailed out.  After waiting two weeks with no refund, I called again and was told that it would take 2 weeks for the check to be recieved by me.  After I explained that it had been two weeks already I was told there was nothing they could do and that I would have to call corperate.  I will be doing to and requesting that in addition to refunding the money I was charged for my u-box, that I am refunded the money for the materials which I had to purchase while I waited to find out where my materials were.

I have also yet to recieve any response to the numorous messages that I left the store manager of the [redacted] location or the Customer Service Manager [redacted].  Even if it is being "handled" by other people, having called the [redacted] location and leaving dozens of messages I would like an apology for the several weeks of being completely ignored and blown off.  Your customer service remains appalling.

Regards,

June 27, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted] - [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
General Manager, Andre H[redacted], tried contacting Ms. [redacted] again. Our customers are very important to us, when we find personal belongings in our equipment we contact our customers right away. Andre did not find anything that fits the description given by customer. We are very sorry for her loss.
 
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

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Bird.

Our records indicate a refund for the requested amount of $12.09 was issued back to Mr. [redacted] account on...

January 21st. The refund should post on his next credit card statement if not already.

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

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we can only recommend a specific size of...

equipment for our customer’s needs based on average rooms of furniture, however, the final decision is up to the customer as they only know how large or bulky their furniture may be. [redacted], a Customer Service Manager, relayed that he carefully reviewed the information Ms. [redacted] provided to ensure she received a fair resolution. Ms. [redacted] had requested $153.01 as a full refund for the second rental in addition to $228.92 for the fuel and $136.85 for a hotel expense. Mr. [redacted] advised her, because she did not incur a breakdown with the U-Haul equipment and she did complete her move, a refund for the truck, fuel, and hotel did not warrant a refund. However, in the interest of customer good faith, Mr. [redacted] stated he would be willing to make a refund for a portion of the fuel in the amount of $114.46 plus send her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Please be advised that we cannot block a file from being viewed by another agent or management. Mr. [redacted] actually discussed Ms. [redacted]’s rental concerns with senior management and they concluded that a fair resolution was made. At this point we will honor Mr. [redacted]’s offer to make a refund for $114.46 plus a $30 VIP Certificate if Ms. [redacted] would like to accept.

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 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Our records indicate a refund for $80 was issued back to Mr. [redacted]’s [redacted] account on August 24th and should post on his next credit card statement if not already.  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