U-Haul International, Inc.

March 19, 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 Coastal South Carolina...

regional office, followed up on the information Mr. [redacted] provided. He attempted to speak to Mr. [redacted] but had to leave a message on his voice mail. A refund for $220 was issued back to Mr. [redacted]’s Visa account as an adjustment on his rental. 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

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 made it clear in my first message that the trunk is still not working properly and needs professional repair

Regards,[redacted]

August 29, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. S[redacted].   Derrick S[redacted], our Area Field Manager for our Mississippi Regional Office, followed up on the information Mr. S[redacted] provided.  He explained the rates are the same for the size of trucks in question.  He did, however, issue a refund for the extra fuel in the amount of $14 back to Mr. S[redacted]’s Master Card account.  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 Assistant U-Haul International

I have accepted the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has refunded the money to me and I consider this issue to be resolved.  Thank you.

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.

Regards,

[redacted] U-Haul failed to instruct me or provide instructions on how to use the straps on the car transporter and hooked my vehicle up incorrectly which put me in a dangerous situation that could have resulted in a lawsuit. As a business that is in customer service U-Haul is definitely failed to understand what the meaning of customer service is. I would have preferred that someone would have contacted and genuinely apologized for the horrible experience that I have had but the opportunity has pasted.  It is obvious that there is a lack of customer service skills with U-Haul. The associates at the Conyers location understand what this means and if you have any other questions about customer service is maybe to should refer back to them.I will be sharing this experience and the lack of attention that U-Haul has had to it online and with friends and family members. After I finish this transition to my new home state I will no longer using your services and will refer others to other companies because I did have other moving quotes with other companies.

July 24, 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 [redacted] Regional Office, followed up on the information...

Ms. [redacted] provided.  She asked that we relay U-Haul is always concerned regarding our customer’s safety.  When Ms. [redacted] arrived at the U-Haul location to rent the truck, she was instructed to verify the fuel level as well as visually inspect the vehicle for damage.  When Ms. [redacted] noted the fuel level on empty, our employee assumed the fuel must have been siphoned from the tank.  During the visual inspection, the fact that the filler hose had been cut, would not have been apparent.   If a truck is on empty at time of rental, we will reimburse our customer for returning the truck at 1/4 of a tank.  Ms. [redacted] mentioned she worked for the [redacted] Police Department and she has experienced theft of fuel in a reporting nature.  Ms. [redacted] relayed Ms. [redacted] admitted she is the type of person who worries about “what if?”  Ms. [redacted] stated the only what if in this circumstance was, what happened?  A small fuel spill at the gas station when trying to fill the truck was the only issue.  She assured our office at no time was Ms. [redacted] or any passenger in danger.  A full refund for the rental was issued in the amount of $163.95 back to Ms. [redacted]’s [redacted] 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 14, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Amber G[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a detailed message and sent Ms. [redacted] a detailed email with her contact information.  She hopes to hear back from Ms. [redacted] soon to personally address her concerns 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, 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.

Because the items WERE damaged during shipping, and they were damaged further while stored incorrectly by Uhaul with insufficient protection from the elements. How else do they think the items were damaged? It absolutely boggles my mind that reputable company such as haul can defend themselves and the profit they made on my job while they damaged so much of my stuff. THEY DID NOT FULFILL THEIR SIDE OF THE CONTRACT at all, it is completely unacceptable. Ifv the items had been shipped and stored properly there would be no complaint. On one hand Uhaul are telling me that the refund would be part of my claim with rep west (100% not the case) but when I ask them for a refund they say no we can't do it because we did everything right! They did not! they damaged my stuff! I am out of pocket a LOT of money andf the way they are treating me is shameful. Please help me, I have gotten this response from uhaul several times already, I wass hoping that you guys might have a bit more influence. They should not be allowed to treat customers this way, it is outrageous.

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.

During the phone call in question, the representative was rude, could not give a straight answer, and said nothing could be done about any of the problems without confirmation of the quote. Immediately following that phone call, I went to the local uhaul office and acquired confirmation of the quote. I then contracted uhaul to inform them of this. At that point the uhal representative did their best to side step the issue and place blame on another district/office and said that there was nothing they could do about it. They made a big deal on the initial phone call about how nothing could be done without proof of a quote, I acquire proof the quote, then they say they can't do anything. They then tried to say that they had no records of us contacting uhaul on our moving day concerning the number of boxes and again tried to shift around blame and avoid any kind of responsibility. After they indicated they  couldn't find any records of calls from my phone number. I informed them it was my wife that called as I was busy dealing with the move, and gave them her number. They said they would look up the calls in their system from that number and would call me early the next week. They never called. Note that it was the second phone call, the one where I informed the rep that I had proof of the quote, that they denied having records of us calling about a third box. Also, we shouldn't of even needed to provide proof as the price could be pulled up if you placed an order (we couldn't do that due to uhaul "system problems" that prevented us from seeing any online options and had to rely on what we were being told by uhaul, it even took several days for them to book the option we ended up using due to "system problems").When the uhaul representative said we should have called about a third box, I informed her we did and that we were informed there were not boxes available. She then said that we should have known boxes were in neighboring cities (over an hour away round trip). She attempted to blame us for not knowing information we had no way of knowing at the time unless told by uhaul. The entire conversation was her trying to avoid any kind of responsibility on the part of uhaul.Following this, we had disputed a charge for an extra ubox rental fee with American Express. We thought we had been charged twice for the box we needed to extend rental of. The system at the time (like so many times) was experiencing "system problems" and the local representative couldn't tell exactly what the charge was for. It turns out we were not charged twice for the box we had to extend, but were charged for a box that was still within its rental window. Not only that, they send [redacted] documents to depute the claim with an inaccurate date that just so happened to support their claim. Luckily we had a copy of the original and are re-disputing the charge.

Regards,

August 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] Regional Office, followed up on the...

information [redacted] provided. She informed our office she spoke to [redacted] and offered her apology for the inconvenience he experienced and addressed his concerns. A refund for $129.56 was issued back to his [redacted] account as an adjustment on his rental. 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

Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the fuel fee back to Mr. [redacted]’s [redacted] account. The refund for $15 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,[redacted]Executive AssistantU-Haul International

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and he will be filing a claim with RepWest 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

This response is not responding to the bigger picture. The bigger picture is that they withhold shipping my items for a whole week stating they need a payment for $410 and I already paid $1800. In speaking to Vanessa, she pulled the call record and admitted that they were wrong in the way they applied my payment. It took over a week to get this accomplished. They did not follow through with all the gua[redacted]ees that I was given. When I made that initial payment, they should have applied whatever was due. And for them to say that I did not except the credit at the VIP is incorrect because when I spoke to Vanessa before even speaking to Anthony, I told her great they were applying that payment so that they can release my items! They need to pool the conversation with Tammy the day that I made the reservation because she is the one that told me that I will not be charged that amount after I told her many people said that I would be charged that. She explained they made a mistake because I'm already at the warehouse and would not have that delivery charge. I'm not a 'confused' person and know what I was told by Tammy.  If they listen to that conversation switch I also did, they will hear that as the last quote that I was given and was told I would not be charged the $410.

August 23, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Allen L[redacted], our President for our Maryland Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office a letter was sent to Ms. [redacted] releasing her of any financial responsibility associated with this contract.   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

Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted] and sent her the following email in response:[redacted] Good morning, my name is [redacted] and I have been the representative that has been attempting to contact you on several occasion regarding you dispute about damages to the pick up truck you rented and returned to [redacted] U-Haul. I have also been the one the watched the entire night of video surveillance footage from the night you dropped off the truck. In watching the footage from that evening I did not see anything damage the truck you returned. I also have looked at the documents that were signed by you at the time of rental showing that you took possession of the truck with out any damage and when it was checked in there was damage. At this point our charges for the $150.00 deductible do apply. If you have any proof that this damage did not happen while the truck was in your possession I urge you to forward that to my office. Thanks, [redacted]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

June 28, 2015

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

[redacted], our Executive Assistant for our Central [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he...

spoke to Ms. [redacted] and was able to reach an amicable resolution. Her belongings will be delivered to [redacted] at no charge due to the inconvenience she experienced. All current charges will remain the same.

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

March 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].After another review of the information Mr. [redacted] provided in addition to his recent comments, we show new rentals were attempted by both Mr. [redacted] and his driver. When Mr. [redacted] presented both his license and his driver’s license, this linked his information to the information we already had on his driver. His driver has an outstanding debt with U-Haul on a past rental. To uphold our standards of our collections policy, the E-Alert will remain in place. And because Mr. [redacted] is linked to this E-Alert file, he will not be able to rent from U-Haul until the debt is paid in full. Please be advised that we are not holding Mr. [redacted] liable for the payment of the debt, but he will not be able to rent from U-Haul until the debt is paid in full.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

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]

I' d like my complaint to be resolved . I purchased insurance for what ? They should be bending over backwords to keep their customers happy, coming back. I've just used another rental company twice no problems , no scams, no is.Uhaul offered me a settlement NO DEAL I purchased their insurance what a joke !!!! I'm not going away uhaul !

February 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1035886 Thank you for your concern for our customer Ms. [redacted]. Amie A[redacted], our Storage Manager for our Central Alabama Regional...

Office, followed up on the information Ms. [redacted] provided.  She informed our office she attempted to speak to Ms. [redacted] but received no answer or voicemail to leave a message.  She mentioned Ms. [redacted] was offered free boxes to repack items as well as for us to set bombs in her unit before she stored her fresh boxes, however, she declined.  Ms. [redacted] only purchased coverage on one of her units and chose to be self-insured on the other.  Please be advised Safestor Protection does not cover pests or vermin.  Notes in Ms. [redacted]’s storage account mention there were boxes the customer brought into the storage unit labeled food and spices/food.  The food box contained open bags and other items held closed with clothes pins.  Opened bag of dog food was also held with clothes pin. 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