[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11738792, 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 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your forwarding Ms. [redacted]t’s recent comments to our office.
[redacted], our President for our U-Haul Storage Centers of Dallas, followed up on the information Ms. [redacted]t provided. She informed our office they went ahead and issued a refund for the amount charged to Ms. [redacted]’s credit card. Attempts were made to reach Ms. [redacted] by phone but were unsuccessful, however, an email was sent to her advising her of the refund. I would like to mention that when the Promissory Note was sent in for collection, our Credit Administration Department charged the credit card listed on the rental agreement, which is normal procedure.
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 Assistant
U-Haul International
July 19, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted]. Ben N[redacted], our President for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided. He informed our...
office he spoke to Mr. [redacted] and offered his apology for the inconvenience they experienced. He also advised Mr. [redacted], in addition to the refund for $50 issued on July 5th, he issued a supplemental refund for the rental in the amount of $300. Both refunds should post on their 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, Maria P[redacted] Executive Assistant U-Haul International
August 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Northern Louisiana Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Mrs. [redacted], I was sorry...
to hear that your move did not well. After reviewing your file and letter to the Revdex.com this is what I see. When your reservation was made we had conditions in the reservation system that let our customers know we were covering any new reservations with equipment coming into the area and that traveling was a possibility. I see we offered you a 20' truck in Boyce as soon as it came in from its rental but it was declined because of the size of your home. Did you actually travel to Boyce? Next I see where we had your requested equipment in Leesville and traveled to this location and rented the equipment. You are correct that your were not given enough additional miles to cover your trip and our location that you dropped off the equipment too could have handled this part of your rental better. I see where that location has refunded the mileage that was charged and we have credited your card 50.00 for our reservation guarantee. If you added oil to the truck we will gladly refund you for that as well. Please let me know what more that we can do for you. 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
September 28, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Chris W[redacted], our President for our Northwest California Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s concerns...
were addressed by his office. 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 InternationalTell us why here...
September 11, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Janet K[redacted], our Executive Assistant for our East Sacramento Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in...
response:Good morning, We have received and thank you for your feedback regarding your recent U-Haul rental expierience. I have reviewed your contract as well as all subsequent comments and correspondence regarding this Matter and have found that both the promissory note as well as the collected $153 have been updated And a credit issued for that amount for fuel charged by our location. U-Haul appreciates your patience while this matter has been addressed, and we apologize for the inconvenience Caused as a result. U-Haul values your continued patronage, I am also forwarding a VIP voucher via separate email that you may use towards your next rental. The VIP is good for up to 2 years and is transferrable as well. If you have further issues regarding this transaction, please do not hesitate to contact this office directly. Regards, Janet Kopper 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
Revdex.com:
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 have responded to this e-mail before and there no more things to write about it. The same content is what you have. Kindly refered to the last response I submitted.
Regards,
[redacted]
August 3, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mark B[redacted], a Customer Service Senior Representative, followed up on the information Mr. [redacted] provided. He left a message for Mr. [redacted] on July 29th requesting a...
return call and hopes to hear back soon 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
May 2, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer, Mr. [redacted]. Vernon R[redacted], our Executive Assistant for our Northern Virginia Regional Office, followed up on the information Mr. [redacted] provided. He asked that I relay his appreciation for...
Mr. [redacted]’s feedback and assured our office the information will be used to enhance their training. Mr. R[redacted] also stated a refund for the $50 Reservation Guarantee fee has been issued 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,Maria P[redacted]Executive AssistantU-Haul International
November 29, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Brian McNelis, our Area Field Manager for our Northeastern Pennsylvania Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he...
issued a refund for $35 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,Maria P[redacted]Executive AssistantU-Haul International
February 26, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Don T[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: We...
tried to reach you by phone on your objection. We value you as a customer so I am refunding you the full amount of what you paid for hitch or bike rack.We refunded that amount to the card on file. You should see it in 5 to 10 days depending on your bank.Thank You for being our customer. 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 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Lester Z[redacted], our Field Manager for our Charlotte Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr....
[redacted] and directed him to RepWest Insurance Company to file a claim for his 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, Maria P[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,
[redacted]
October 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $58.65 was issued back to Mr. [redacted]’s [redacted] account on October 12th. 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,[redacted]Executive AssistantU-Haul International
June 29, 2016 Revdex.com ID#: [redacted] U-Haul Reference id: [redacted] R Thank you for your concern for our customer Ms. [redacted]. Denise G[redacted], Traffic Control Manager, emailed Ms. [redacted] and agreed to issue a check in the amount of $1029.95 to resolve her concern. Again, our apologies for the inconvenience this caused. Check will be submitted to the following address: [redacted] Somerville, MA 02144 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
March 12, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. and Mrs. [redacted].
[redacted], our President for our Clearwater Regional Office, reviewed the recent comments from Mr. [redacted]. He explained a refund for the labor of the hitch was issued in the amount of $128.40. The only amount left on their [redacted] is $42.75. The remainder of their claim is with [redacted]. Mr. [redacted] also assured our office he would follow up on the information Mr. [redacted] provided in order to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.
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 Assistant
U-Haul International
June 9, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Field Manager for our Oklahoma City Regional Office, followed up on the information Ms. [redacted] provided. He informed our office, in an effort to resolve Ms. [redacted]’s concerns, [redacted] Insurance Company offered to issue her a refund of $1,000. Ms. [redacted] declined. Because her claim involves a loss, she was told she would need to pursue her claim with [redacted] Insurance Company. Ms. [redacted] stated she would contact [redacted] but if they are not able to do anything else she would be contacting an attorney.
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 Assistant
U-Haul International
I understand that we dropped the trailer off at a different destination. I am not disputing that. However, when I spoke to the representative on the phone, before we had ever left, and within 2 hours of picking up the trailer, she said "We would be charged a difference in rate, if there was any." She did not tell me I was guaranteed to pay a Wrong Destination Fee. That is what it is labeled and charged as: "Wrong Destination Fee". Not a "possible" rate difference. Again, if they had told me I was guaranteed to pay fee, I would have taken the trailer back and re-rented it with the correct destination. I believe the $37 fee is inflated as well, because when I ran a two quotes online from the same exact pick up point to my two different possible destinations, the rate I was quoted was only $1.20 different.
February 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office a refund for the $50...
Reservation Guarantee Fee was issued to [redacted]’s [redacted] account on January 2nd and should post on his next credit card statement. [redacted] left a message for [redacted] recently advising him of a supplemental refund for $17.28 and asked him to call back if he had other concerns.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
July 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [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,[redacted]Executive AssistantU-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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11738792, 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 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your forwarding Ms. [redacted]t’s recent comments to our office.
[redacted], our President for our U-Haul Storage Centers of Dallas, followed up on the information Ms. [redacted]t provided. She informed our office they went ahead and issued a refund for the amount charged to Ms. [redacted]’s credit card. Attempts were made to reach Ms. [redacted] by phone but were unsuccessful, however, an email was sent to her advising her of the refund. I would like to mention that when the Promissory Note was sent in for collection, our Credit Administration Department charged the credit card listed on the rental agreement, which is normal procedure.
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 Assistant
U-Haul International
July 19, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted]. Ben N[redacted], our President for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided. He informed our...
office he spoke to Mr. [redacted] and offered his apology for the inconvenience they experienced. He also advised Mr. [redacted], in addition to the refund for $50 issued on July 5th, he issued a supplemental refund for the rental in the amount of $300. Both refunds should post on their 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, Maria P[redacted] Executive Assistant U-Haul International
August 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Northern Louisiana Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Mrs. [redacted], I was sorry...
to hear that your move did not well. After reviewing your file and letter to the Revdex.com this is what I see. When your reservation was made we had conditions in the reservation system that let our customers know we were covering any new reservations with equipment coming into the area and that traveling was a possibility. I see we offered you a 20' truck in Boyce as soon as it came in from its rental but it was declined because of the size of your home. Did you actually travel to Boyce? Next I see where we had your requested equipment in Leesville and traveled to this location and rented the equipment. You are correct that your were not given enough additional miles to cover your trip and our location that you dropped off the equipment too could have handled this part of your rental better. I see where that location has refunded the mileage that was charged and we have credited your card 50.00 for our reservation guarantee. If you added oil to the truck we will gladly refund you for that as well. Please let me know what more that we can do for you. 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
September 28, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Chris W[redacted], our President for our Northwest California Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s concerns...
were addressed by his office. 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 InternationalTell us why here...
September 11, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Janet K[redacted], our Executive Assistant for our East Sacramento Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in...
response:Good morning, We have received and thank you for your feedback regarding your recent U-Haul rental expierience. I have reviewed your contract as well as all subsequent comments and correspondence regarding this Matter and have found that both the promissory note as well as the collected $153 have been updated And a credit issued for that amount for fuel charged by our location. U-Haul appreciates your patience while this matter has been addressed, and we apologize for the inconvenience Caused as a result. U-Haul values your continued patronage, I am also forwarding a VIP voucher via separate email that you may use towards your next rental. The VIP is good for up to 2 years and is transferrable as well. If you have further issues regarding this transaction, please do not hesitate to contact this office directly. Regards, Janet Kopper 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
Revdex.com:
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 have responded to this e-mail before and there no more things to write about it. The same content is what you have. Kindly refered to the last response I submitted.
Regards,
[redacted]
August 3, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mark B[redacted], a Customer Service Senior Representative, followed up on the information Mr. [redacted] provided. He left a message for Mr. [redacted] on July 29th requesting a...
return call and hopes to hear back soon 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
May 2, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer, Mr. [redacted]. Vernon R[redacted], our Executive Assistant for our Northern Virginia Regional Office, followed up on the information Mr. [redacted] provided. He asked that I relay his appreciation for...
Mr. [redacted]’s feedback and assured our office the information will be used to enhance their training. Mr. R[redacted] also stated a refund for the $50 Reservation Guarantee fee has been issued 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,Maria P[redacted]Executive AssistantU-Haul International
November 29, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Brian McNelis, our Area Field Manager for our Northeastern Pennsylvania Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he...
issued a refund for $35 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,Maria P[redacted]Executive AssistantU-Haul International
February 26, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Don T[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: We...
tried to reach you by phone on your objection. We value you as a customer so I am refunding you the full amount of what you paid for hitch or bike rack.We refunded that amount to the card on file. You should see it in 5 to 10 days depending on your bank.Thank You for being our customer. 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 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Lester Z[redacted], our Field Manager for our Charlotte Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr....
[redacted] and directed him to RepWest Insurance Company to file a claim for his 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, Maria P[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,
[redacted]
October 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $58.65 was issued back to Mr. [redacted]’s [redacted] account on October 12th. 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,[redacted]Executive AssistantU-Haul International
June 29, 2016 Revdex.com ID#: [redacted] U-Haul Reference id: [redacted] R Thank you for your concern for our customer Ms. [redacted]. Denise G[redacted], Traffic Control Manager, emailed Ms. [redacted] and agreed to issue a check in the amount of $1029.95 to resolve her concern. Again, our apologies for the inconvenience this caused. Check will be submitted to the following address: [redacted] Somerville, MA 02144 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
March 12, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. and Mrs. [redacted].
[redacted], our President for our Clearwater Regional Office, reviewed the recent comments from Mr. [redacted]. He explained a refund for the labor of the hitch was issued in the amount of $128.40. The only amount left on their [redacted] is $42.75. The remainder of their claim is with [redacted]. Mr. [redacted] also assured our office he would follow up on the information Mr. [redacted] provided in order to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.
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 Assistant
U-Haul International
June 9, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Field Manager for our Oklahoma City Regional Office, followed up on the information Ms. [redacted] provided. He informed our office, in an effort to resolve Ms. [redacted]’s concerns, [redacted] Insurance Company offered to issue her a refund of $1,000. Ms. [redacted] declined. Because her claim involves a loss, she was told she would need to pursue her claim with [redacted] Insurance Company. Ms. [redacted] stated she would contact [redacted] but if they are not able to do anything else she would be contacting an attorney.
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 Assistant
U-Haul International
I understand that we dropped the trailer off at a different destination. I am not disputing that. However, when I spoke to the representative on the phone, before we had ever left, and within 2 hours of picking up the trailer, she said "We would be charged a difference in rate, if there was any." She did not tell me I was guaranteed to pay a Wrong Destination Fee. That is what it is labeled and charged as: "Wrong Destination Fee". Not a "possible" rate difference. Again, if they had told me I was guaranteed to pay fee, I would have taken the trailer back and re-rented it with the correct destination. I believe the $37 fee is inflated as well, because when I ran a two quotes online from the same exact pick up point to my two different possible destinations, the rate I was quoted was only $1.20 different.
February 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office a refund for the $50...
Reservation Guarantee Fee was issued to [redacted]’s [redacted] account on January 2nd and should post on his next credit card statement. [redacted] left a message for [redacted] recently advising him of a supplemental refund for $17.28 and asked him to call back if he had other concerns.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
July 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [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,[redacted]Executive AssistantU-Haul International