U-Haul International, Inc.

July 17, 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 [redacted] regional office, followed...

up on the information Mr. ** provided. He informed our office he was not able to leave a message for Mr. [redacted] due to his voice mail not being set up, but he did issue a refund for $50 to Mr. [redacted] as requested. Mr. [redacted] should receive the check within the next 10 business days.

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].

[redacted], our Executive Assistant for our Western Georgia regional office, followed up on the information Ms. [redacted]...

provided. She relayed from our GM of our U-Haul Moving and Storage of Conyers that Ms. [redacted] rented two trucks on November 14, 2013. One truck was returned on the 18th after she moved her belongings into a storage unit. We allowed her to pay the first two months of storage for the price of one and she was also given a discount on her first truck as a one day rental charge of $29.95. Ms. [redacted] stated her son had stolen the key to the second truck, which was parked at our U-Haul Center’s storage dock. Ms. [redacted] called the police to file a report on her son. When our GM spoke to Ms. [redacted] on November 19th he requested she keep in contact with him and he would help her in anyway he could. After three days of not hearing back from Ms. [redacted] we started trying to reach her on November 22nd and leaving messages to call back with an update since the truck was still parked in front of the storage bay blocking an unload parking spot. On the 23rd our GM continued to call Ms. [redacted]. We then noticed the lock on the back of the truck was a lock that belonged to our Center. He left a message for Ms. [redacted] explaining we could get a new key cut for the truck and Ms. [redacted] could retrieve her items since we had a key to the lock. After no return calls our GM asked his staff to continue to call Ms. [redacted] the next day since he was off duty, however, when he returned to work on November 25th, he found we still had not heard back. At that time our GM contacted our President and Traffic Manager of our regional office and was instructed to advise Ms. [redacted] if they did not hear back from her they were going to hire a third party to unload her items from the truck into a storage unit to free up our truck and she would be liable for all charges involved. Since we still did not hear back, we took the lock off the back of the truck and proceeded to take pictures of her items in the truck. It was then they found the truck keys on the floor of the truck. Ms. [redacted] finally contacted our Center and said she would be down to unload the truck. She was advised she would need to settle the bill. The evening of the 25th Ms. [redacted] was a no show. The bill had been calculated for a 12 day rental and 92 miles at .69 a mile, which totaled $451.15. The following morning since the truck was still parked at the loading bay, we hired a third party to unload Ms. [redacted]’s belongings into storage. Our GM gave Ms. [redacted] a break on the total charges and only charged her for 6 days instead of 12. In December our Storage Manager also gave Ms. [redacted] a free month of storage, which was the same deal she received on the first room. We believe we have assisted Ms. [redacted] to the best of our ability and no further adjustments will be 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

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.]

Regards,

August 29, 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 Rhode Island...

Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Ms [redacted] Your concern has been reviewed by a team of UHaul managers. It has been decided the best resolution to issue is to credit you the $945.00 for shipping. You should see that on your cc statement within 3-5 days. Sincerely [redacted] EA UHaul of RI [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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

May 12, 2014

Revdex.com ID#: 10015485

U-Haul Ref#: 555732

Thank you for your concern for our customers Mr. and Mrs. Newkirk.

Frank Grau, our President for our Fort Lauderdale regional office, followed up on the information Mr....

Newkirk provided. Please be advised that the condo complex had the U-Haul truck Mr. Newkirk rented, towed/impounded. U-Haul did not have the truck towed or impounded. We did, however, retrieve the truck from impound and had to pay for the tow and impound fees in the amount of $620. When the truck was picked up we found there was no lock on the back. We placed a lock on the truck to secure their goods. Mr. Grau will contact Mr. Newkirk, if not already, to advise him to come and get their belongings with no charge. U-Haul will retain its right to pursue Mr. Newkirk for any and all due and outstanding amounts. Mr. Grau also followed up on the information Mr. Newkirk provided regarding U-Haul personnel to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

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,

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.No phone from the company have ever been received to date. I placed numerous phone calls during the move and the 1200 mile drive to what I thought was road side turns out it was  customer service about the drive and how bad the truck drove. I was insured a refund to date none has been offered. I was asked for the reference number given to me by customer service by your representative and gave it to them. I was told after this that the number I gave was offered by customer service not road side of which I have no idea there was a difference.  The location that I dropped the truck off at said the vehicle was driving poorly and gas consumption was below average.  I have reviewed other areas on the internet and see a trend of not handling complaints. I've got an retired RVP from U-Haul on my [redacted], he said more than likely you will do nothing to correct this. Just bare this in mind I'm the President and CEO of Restoration Logistics. We spent over 16K with your company last year in boxes and rental referrals to clients we contract for. I'm on target to do over 20K with you this year. I've stopped all activity as of 2 weeks ago and informed all our locations to cease doing business with you. I will not allow my company to do business with a company that doesn't care about its customers.     

Regards,

August 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers J. D[redacted] and William T[redacted], whose name is on the actual rental agreement.
Kurtis F[redacted], our GM for our U-Haul Moving and...

Storage of Eastside in Madison, followed up on the information Mr. D[redacted] provided and sent the following email in response:
Hello, I just saw your concern you had with your rental.  I just submitted a credit to your card in the amount of $76.01.  I do apologize for the issue.  If there is anything else I can do for you please let me know.  Thank you, Kurtis F[redacted] GM U-Haul 749051
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

April 11, 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 Connecticut regional office, followed up on the information Mr....

[redacted] provided. She informed our office she left Mr. [redacted] a detailed message explaining she had issued a refund for $50 back to his [redacted] account for the mileage fee with tax. 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,

Executive Assistant

U-Haul International

Three weeks ago I submitted a reservation for a 26 ft. truck and two car dollies. I received multiple confirmations. I went to the pick up place a week early to check on my reservation and they said that cooperate could not get me a truck even though I made the reservation three weeks earlier and received confirmations. I began the process to resolve the issue and the regional office said that they could not get me a truck and there was nothing they could do. My question is if a confirmation far a specific truck on a specific day at a specific location, why would they not have the reserved truck available? I needed to move on a specific date to arrive in time for a new job. They again emphasized that they could do nothing about it.

Uhaul had $50 reservation guarantee that is very misleading.

The guarantee claims that, "When you make a reservation, we guaranteed to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time as agreed to u-Haul will compensate you $50."

A week ago, I reserved a truck to be picked up at a certain location for our move. When I called the pick up location the day before the move, they informed me that U-Haul could not find a truck in the immediate or surrounding area.

In fact, I had to drive to a city 72 miles away in order to pick up the truck, which was a smaller size than my reservation requested. I asked to be reimbursed $50 as per their guarantee. All the U-Haul representatives that I was able to contact informed me that if the truck and equipment were not available in the new pick up location only then would I be reimbursed.

The representative gave me an extra 70 miles (not 72), and an extra day.

However, this simply does make for adequate compensation, as I had to drive across the state to retrieve equipment that I did not specifically reserve, and purchase quite a lot of gas to do so.

The guarantee makes it sound like you will get what you want, where and when you want it. That was simply not the case for me, and it cost me an extra $80 in gas and a wasted day.

October 2, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Charles W[redacted] our Executive Assistant for our Raleigh, NC Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he has photos and detailed information from the service provider that was sent out on the Road Assistance call from Ms. [redacted].  During the inspection from the service provider, he confirmed the issue was customer caused by attempting to back up a loaded towdolly and not equipment failure or improper loading of the vehicle on the towdolly by our dispatching U-Haul location.  Mr. W[redacted] explained that decals on the tongue of the towdolly as well as information in the User’s Guide stated not to back the loaded towdolly up as damage may occur.  He also relayed Ms. [redacted] was not charged for damages to the U-Haul towdolly or for the call for the service provider.  However, no refund will be issued to Ms. [redacted] in light of their findings.  Mr. W[redacted] called Ms. [redacted] and left a message requesting a return call in order to advise her of his findings.   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

January 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Center at [redacted] in [redacted],...

followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] originally came into his U-Haul Center to reserve four U-Boxes a week before his move. At that time we had no U-Boxes in the area available. Other options were offered, such as a U-Haul truck or a trailer to make his move. Mr. [redacted] was also advised the nearest location with U-Boxes available was approximately an hour and a half away. Shipping rates to have the U-Boxes delivered to Mr. [redacted]’s door would have been around $800. Mr. [redacted] relayed he was going to go home and think about renting the truck and would call us back. He, instead, went home and reserved the U-Boxes online and then showed up at our U-Haul Center on July 22nd to pick them up. The nearest U-Boxes were still in Peoria, IL, which is an hour and a half away. His Honda Civic also did not have a hitch and was not capable of towing the U-Box trailer and U-Box if it did. Mr. [redacted] offered options of having the U-Box truck deliver the U-Box or rent a U-Haul truck to tow the U-Box trailer and U-Box to self deliver. He also explained all costs involved in renting the truck to tow the U-Boxes, which was cheaper to do than to have the U-Boxes delivered. Mr. [redacted] was okay with the price and agreed to the contract. Mr. [redacted] stressed that Mr. [redacted] was advised from the beginning there were no U-Boxes in the area and if he reserved on short notice, he would need to travel to secure them. Please be advised the charges are valid and will stand.

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

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Center at [redacted] in [redacted], reviewed the information Mr. [redacted] provided. He advised our office everything was explained to Mr. [redacted] up front. Mr. [redacted] did not want to pay to have the U-Boxes delivered and he could not tow them with his vehicle. His only options would be to load the U-Boxes on sight or rent a truck to deliver them. Mr. [redacted] chose to rent a truck. The estimated fees were documented on the contract at time of dispatch, which Mr. [redacted] pointed out, made Mr. [redacted] aware of those fees at time of rental. He also reiterated that the rental fee was cheaper than having the boxes delivered via a U-Box truck. 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,

Executive Assistant

U-Haul International

I want to know if I can receive a letter from U-Haul stating this matter has been resolved and they will not take any more money from my [redacted].

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,

Thank you for forwarding Ms. [redacted] concerns to our office.Please be advised that the equipment involved in the accident was out of contract at the time of the accident, therefore, the contract is void. Third party liability coverage is not provided if there is not a valid contract in effect...

at the time of the accident. The last contract before the accident indicates the U-Haul van was rented on November 18, 2013 and due be back on November 22nd. When the equipment was not returned, a proper checklist was followed to get in contact with the lessee and retrieve our equipment. A demand letter was sent on November 27th and then on December 3, 2013 the van was found abandoned in a supermarket parking lot. Loss occurred on November 30, 2013. I’m sorry, however, U-Haul cannot be held for any damage or loss to Ms. [redacted]’ property.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I wish to be refunded for the full amount for the amount of trouble and terrible customer service I have received from this business. I tried to call the store in question yesterday and could not reach anyone. I spoke with customer service and told them I was not satisfied with how the manager was trying to resolve this issue. I have not heard back as of yet. 

Regards,

May 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We did confirm that the conclusion reached by [redacted] Insurance Company was normal wear to Ms. [redacted]’s furniture, however, [redacted], our President for our Western Arizona regional office, relayed that [redacted] is currently reviewing her claim again and will be back in touch with her soon.

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