December 8, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Edgar T[redacted], Subrogation Specialist with [redacted] Insurance Company, asked I forward your office the attached response and copy of Mr. [redacted]’s rental 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
[redacted]
Revdex.com:
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 have been contacted by Uhaul on July 14th, they have promised a full refund. I am curently waiting for the cheque in the mail. Thank you
August 22, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Adam S[redacted], our GM for our U-Haul Moving and Storage at Downtown Campus, followed up on the information Ms. [redacted] provided. He informed our office a refund for $118.16 was issued back to...
her American Express account as an adjustment. 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,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
June 20, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].RepWest Insurance Company reviewed Ms. [redacted]’s recent comments involving damage to her cargo. Their investigation revealed the damage was a result of improper packing/loading or shifting of cargo. They should refer to the portion of the U-Haul RENTAL CONTRACT ADDENDUM DOCUMENT HOLDER, which states:“5. SAFEMOVE and/or SAFETOW PROTECTIONThe provisions in this section apply to Safemove and/or Safetow Protection. These protections are NOT LIABILITY INSURANCE. This protection is OPTIONAL AND APPLIES ONLY TO CARGO in the following U-Haul Rental Equipment: Truck (Safemove), Trailer (Safetow) Auto Transport (Safetow), and Tow Dolly (Safetow). EXCLUSIONS: Safemove and Safetow does not cover: (a) theft, burglary or robbery of cargo, the vehicle-in-tow or personal contents in the vehicle-in-tow or towed Trailer/Tow Dolly; (b) water damage; (c) damage resulting from intentional or criminal acts or willful or wanton or reckless acts; (d) damage from improper packing/loading or shifting of cargo; (e) charges for loss of income; (f) any consequential damages; (g) loss or damage during loading and unloading; (h) the following types of cargo are also not covered: currency, furs, antiques, securities, money, notes, jewelry, artwork, animals, motor vehicles or contraband; (i) bodily injury of death of any person not within the cab or passenger seat of the Truck or tow vehicle at the time of Accident; (j) off-road use; (k) damage caused while the driver or passenger were using any drugs or alcohol; (l) damage to the equipment resulting from overloading, improper loading or failure to secure the load; (m) mechanical damage, including damage to the transmission or drivetrain to the vehicle-in-tow is not covered unless the damage is the result of an accident. There is no protection for death or injury resulting from: intoxicants, drugs, narcotics, intentional, criminal, willful, wanton or reckless acts, racing of any type or if there is no valid contract or current rental contract. All Exclusions to U-Haul Equipment in para. 8 “Damage Waiver” apply to these Coverages.”As noted above, damage resulting from improper packing/loading or shifting of cargo is specifically excluded from protection. Accordingly, RepWest has respectfully declined Ms. [redacted]’s claim for damages. RepWest also mentioned the tow company carries their own insurance if she wishes to contact them to file a claim.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
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]
January 15, 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 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 her with a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. This was explained to Ms. [redacted], however, Ms. [redacted] became angry and her friend removed her from our U-Haul Center. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4 of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.
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
[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 [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 as long as the VIP certificate is received and valid.
Regards,
[redacted]
October 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Patricia P[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...
response: We received your letter to the Revdex.com. Since there was no monies charged to the card on file, we have requested a check to be mailed to the [redacted] address. It usually takes 7 days for the check to arrive in California. As to your request to drop the rating, we have no control over that. 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 9, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer, Mr. [redacted]. Jilian S[redacted], Senior Staff for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him...
of a refund for the $50 Reservation Guarantee 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,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
April 28, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Casey C[redacted], our GM for our U-Haul Moving and Storage of Downtown San Francisco, reviewed the recent comments from Mr. [redacted]. Our records still only show the one charge for $363.03 from our U-Haul Moving and Storage of Downtown San Francisco. We have no record of receiving copies of a double billing or snapshots of the charges from the Revdex.com or Mr. [redacted]. Moving Help also never confirmed they had a charge in addition to the charge from U-Haul Moving and Storage of Downtown San Francisco. As stated in my previous letter, unless Mr. [redacted] is able to provide proof, such as a copy of his credit card statement, we are unable to cancel the billing or issue a refund. He can provide that information to Casey C[redacted]. She can be reached at [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, Maria P[redacted] Executive Assistant U-Haul International
August 9, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].Alissa N[redacted], our President for our Akron Regional Office, followed up on the information Ms. [redacted] provided. She informed our office her Field Manager, Ethan M[redacted], sent Ms. [redacted] the...
following email in response:Greetings Ms. [redacted], My name is Ethan M[redacted]. I’m the Field Relief Manager for the region that handles the North Canton branch. I have reviewed your dispute, which states that the employee that processed your rental dispatched kept an extra $100 of your cash. I have found no evidence to support this claim. I first started with the closing statements for the night of your rental. The store did not close with an overage like we would see if extra cash was kept in one of the store drawers. I then pulled up camera footage of the counter for that day. The video shows you approaching the counter with another lady. You then counted out cash to the representative, he processed your contract, then handed change back to you. The video shows him reaching into the 100’s part of the cash drawer for change. You then proceeded to count the change in front of the representative and then returned the change to its envelope in your filing bag. If you have any other issues or concerns, you can send them directly to me at this email address. if you’d like to speka with me over the phone, I will be at the North Canton office for most of the week. Their phone number is 330-818-7403 Ethan M[redacted] MCO 767 Field Relief ManagerOur 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
October 31, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our New Hampshire and Maine Regional Office, reviewed Mr. [redacted]’s recent comments to your office and sent him another email in response:
Dear Mr. [redacted], My name is [redacted] and I am responding to your rebuttal letter to the Revdex.com. I have refunded your credit card for the hitch installation, for a total of $308.85. You may have already received an email receipt showing the refund. Thank you for allowing us the opportunity to work with you. I sincerely apologize that this experience has left you not wanting to use our organization in the future. Please keep the VIP certificate, you may need a propane tank or two filled in the future. Thank you, [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 Assistant
U-Haul International
To point fingers and guess that this happened under Door to Door's care is absurd. The damages were likely caused by the person who placed the containers in our driveway. The damage to our driveway needs to be repaired by a contractor, so it's absolutely possible that Tess, the driver who placed the containers in our driveway was the one to cause the damage to our items. Regardless, it's unfair that Uhaul has just tossed this off and claimed that it's not their problem. Uhaul purchased Door to Door while our containers were in transit. When Uhaul acquires a company, they acquire their assets as well as their debts. Seeing as though Door to Door is no longer a company, Uhaul is responsible for the damage.
October 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the rental contract. Our records indicate all charges charged to the [redacted] account listed...
on the rental contract have been refunded in addition to the cancelation of the Promissory Note and the issuance of the $100 VIP Certificate. No further refunds are due. I hope Ms. Pruitt and Mr. [redacted] will take advantage of the Certificate as we feel it can be of great value for our customers. 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
August 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. J[redacted] William P[redacted], our President for our Northern Minnesota Regional Office, followed up on the information Mr. J[redacted] provided. He informed our office a refund...
for $469.31 was issued back to Mr. J[redacted]’s Visa account as requested. 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
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 WANTED CONTINUE USE OF MY STORAGE UNIT IF I COULDN'T GET A REFUND BUT WAS REFUSED.
Regards,
[redacted]
July 18, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer, Mr. [redacted]. Amanda C[redacted], our Traffic Manager for our Northern Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office Mr. [redacted] responded back with acceptance of the refund. 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
December 15, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Our Senior Area Field Manager for our SW Ohio Regional Office sent Mr. [redacted] an email on or about September 10th with an explanation for the difference between our In-Town and...
One-Way rates. An In-Town move can be more economical but includes the inconvenience of having to bring the equipment back to the same location it was rented from. A One-Way rate is based on the distance of the one-way move and includes a set amount of days and if renting a truck, a set amount of miles to complete the move. One-Way rates can vary depending on the movement of equipment as well as supply and demand in specific areas. A On-Way rate is a flat fee. An In-Town rate is a specific fee that is charged for each rental period up to 24 hours. We consider in-town to be within a 50 mile radius.
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
October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our Mississippi Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he personally spoke to Mr. [redacted] after his rental....
Mr. [redacted] apologized for any rude treatment he experienced and offered to send him a $50 VIP Certificate to help offset the inconvenience he incurred. Mr. [redacted] accepted the resolution. Mr. [redacted] then called our Regional Office and filed a complaint. Mr. [redacted] spoke to Mr. [redacted] again and Mr. [redacted] relayed he had no intentions of using U-Haul again. In an effort to bring closure, Mr. [redacted] offered to issue a refund for $50 in place of the VIP Certificate and would speak to our U-Haul employee to take corrective action as needed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Mr. [redacted] stated he wanted to be involved with action taken against our employee. Please be advised, any action taken with our employees are kept within the company. Mr. [redacted] did not find any issues with the truck Mr. [redacted] rented and it continued to rent without incident.As we value Mr. [redacted] as a customer, Mr. [redacted] sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Monetary reimbursement is not warranted.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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 customers, Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Dear Mr. [redacted], I have received the forward of the...
information you had provided regarding your September rental with U-Haul, and would like to sincerely apologize for the inconveniences that you had encountered. While I cannot undo what has happened, I can assure you that the truck that you had rented did in fact get to our shop shortly after your rental for necessary repairs. Being in business for 66 years now, we surely take the repairs of our equipment seriously, and strive to ensure that every family using our equipment is provided with something that is clean, safe, and expertly maintained. Sadly, as with everything in life, things happen that just don't go along with the plans. I have located the claim that was started regarding the damage to your belongings. Please contact [redacted] at ###-###-####, or email at [redacted].com , referencing your claim number of [redacted]. I have been in contact with him, and he is expecting to hear from you to work on the claim. Realizing that we fell short in the equipment we had provided you, I have issued a credit to your Master Card for the rental amount of $137.36. I do again apologize for the inconveniences, and appreciate the opportunity to address your concerns. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York
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
December 8, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Edgar T[redacted], Subrogation Specialist with [redacted] Insurance Company, asked I forward your office the attached response and copy of Mr. [redacted]’s rental 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
[redacted]
Revdex.com:
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 have been contacted by Uhaul on July 14th, they have promised a full refund. I am curently waiting for the cheque in the mail. Thank you
August 22, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Adam S[redacted], our GM for our U-Haul Moving and Storage at Downtown Campus, followed up on the information Ms. [redacted] provided. He informed our office a refund for $118.16 was issued back to...
her American Express account as an adjustment. 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,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
June 20, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].RepWest Insurance Company reviewed Ms. [redacted]’s recent comments involving damage to her cargo. Their investigation revealed the damage was a result of improper packing/loading or shifting of cargo. They should refer to the portion of the U-Haul RENTAL CONTRACT ADDENDUM DOCUMENT HOLDER, which states:“5. SAFEMOVE and/or SAFETOW PROTECTIONThe provisions in this section apply to Safemove and/or Safetow Protection. These protections are NOT LIABILITY INSURANCE. This protection is OPTIONAL AND APPLIES ONLY TO CARGO in the following U-Haul Rental Equipment: Truck (Safemove), Trailer (Safetow) Auto Transport (Safetow), and Tow Dolly (Safetow). EXCLUSIONS: Safemove and Safetow does not cover: (a) theft, burglary or robbery of cargo, the vehicle-in-tow or personal contents in the vehicle-in-tow or towed Trailer/Tow Dolly; (b) water damage; (c) damage resulting from intentional or criminal acts or willful or wanton or reckless acts; (d) damage from improper packing/loading or shifting of cargo; (e) charges for loss of income; (f) any consequential damages; (g) loss or damage during loading and unloading; (h) the following types of cargo are also not covered: currency, furs, antiques, securities, money, notes, jewelry, artwork, animals, motor vehicles or contraband; (i) bodily injury of death of any person not within the cab or passenger seat of the Truck or tow vehicle at the time of Accident; (j) off-road use; (k) damage caused while the driver or passenger were using any drugs or alcohol; (l) damage to the equipment resulting from overloading, improper loading or failure to secure the load; (m) mechanical damage, including damage to the transmission or drivetrain to the vehicle-in-tow is not covered unless the damage is the result of an accident. There is no protection for death or injury resulting from: intoxicants, drugs, narcotics, intentional, criminal, willful, wanton or reckless acts, racing of any type or if there is no valid contract or current rental contract. All Exclusions to U-Haul Equipment in para. 8 “Damage Waiver” apply to these Coverages.”As noted above, damage resulting from improper packing/loading or shifting of cargo is specifically excluded from protection. Accordingly, RepWest has respectfully declined Ms. [redacted]’s claim for damages. RepWest also mentioned the tow company carries their own insurance if she wishes to contact them to file a claim.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
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]
January 15, 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 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 her with a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. This was explained to Ms. [redacted], however, Ms. [redacted] became angry and her friend removed her from our U-Haul Center. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4 of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.
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
[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 [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 as long as the VIP certificate is received and valid.
Regards,
[redacted]
October 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Patricia P[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...
response: We received your letter to the Revdex.com. Since there was no monies charged to the card on file, we have requested a check to be mailed to the [redacted] address. It usually takes 7 days for the check to arrive in California. As to your request to drop the rating, we have no control over that. 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 9, 2017 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer, Mr. [redacted]. Jilian S[redacted], Senior Staff for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him...
of a refund for the $50 Reservation Guarantee 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,Maria P[redacted]Executive AssistantU-Haul InternationalTell us why here...
April 28, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Casey C[redacted], our GM for our U-Haul Moving and Storage of Downtown San Francisco, reviewed the recent comments from Mr. [redacted]. Our records still only show the one charge for $363.03 from our U-Haul Moving and Storage of Downtown San Francisco. We have no record of receiving copies of a double billing or snapshots of the charges from the Revdex.com or Mr. [redacted]. Moving Help also never confirmed they had a charge in addition to the charge from U-Haul Moving and Storage of Downtown San Francisco. As stated in my previous letter, unless Mr. [redacted] is able to provide proof, such as a copy of his credit card statement, we are unable to cancel the billing or issue a refund. He can provide that information to Casey C[redacted]. She can be reached at [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, Maria P[redacted] Executive Assistant U-Haul International
August 9, 2017Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].Alissa N[redacted], our President for our Akron Regional Office, followed up on the information Ms. [redacted] provided. She informed our office her Field Manager, Ethan M[redacted], sent Ms. [redacted] the...
following email in response:Greetings Ms. [redacted], My name is Ethan M[redacted]. I’m the Field Relief Manager for the region that handles the North Canton branch. I have reviewed your dispute, which states that the employee that processed your rental dispatched kept an extra $100 of your cash. I have found no evidence to support this claim. I first started with the closing statements for the night of your rental. The store did not close with an overage like we would see if extra cash was kept in one of the store drawers. I then pulled up camera footage of the counter for that day. The video shows you approaching the counter with another lady. You then counted out cash to the representative, he processed your contract, then handed change back to you. The video shows him reaching into the 100’s part of the cash drawer for change. You then proceeded to count the change in front of the representative and then returned the change to its envelope in your filing bag. If you have any other issues or concerns, you can send them directly to me at this email address. if you’d like to speka with me over the phone, I will be at the North Canton office for most of the week. Their phone number is 330-818-7403 Ethan M[redacted] MCO 767 Field Relief ManagerOur 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
October 31, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our New Hampshire and Maine Regional Office, reviewed Mr. [redacted]’s recent comments to your office and sent him another email in response:
Dear Mr. [redacted], My name is [redacted] and I am responding to your rebuttal letter to the Revdex.com. I have refunded your credit card for the hitch installation, for a total of $308.85. You may have already received an email receipt showing the refund. Thank you for allowing us the opportunity to work with you. I sincerely apologize that this experience has left you not wanting to use our organization in the future. Please keep the VIP certificate, you may need a propane tank or two filled in the future. Thank you, [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 Assistant
U-Haul International
To point fingers and guess that this happened under Door to Door's care is absurd. The damages were likely caused by the person who placed the containers in our driveway. The damage to our driveway needs to be repaired by a contractor, so it's absolutely possible that Tess, the driver who placed the containers in our driveway was the one to cause the damage to our items. Regardless, it's unfair that Uhaul has just tossed this off and claimed that it's not their problem. Uhaul purchased Door to Door while our containers were in transit. When Uhaul acquires a company, they acquire their assets as well as their debts. Seeing as though Door to Door is no longer a company, Uhaul is responsible for the damage.
October 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the rental contract. Our records indicate all charges charged to the [redacted] account listed...
on the rental contract have been refunded in addition to the cancelation of the Promissory Note and the issuance of the $100 VIP Certificate. No further refunds are due. I hope Ms. Pruitt and Mr. [redacted] will take advantage of the Certificate as we feel it can be of great value for our customers. 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
August 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. J[redacted] William P[redacted], our President for our Northern Minnesota Regional Office, followed up on the information Mr. J[redacted] provided. He informed our office a refund...
for $469.31 was issued back to Mr. J[redacted]’s Visa account as requested. 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
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 WANTED CONTINUE USE OF MY STORAGE UNIT IF I COULDN'T GET A REFUND BUT WAS REFUSED.
Regards,
[redacted]
July 18, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer, Mr. [redacted]. Amanda C[redacted], our Traffic Manager for our Northern Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office Mr. [redacted] responded back with acceptance of the refund. 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
December 15, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Our Senior Area Field Manager for our SW Ohio Regional Office sent Mr. [redacted] an email on or about September 10th with an explanation for the difference between our In-Town and...
One-Way rates. An In-Town move can be more economical but includes the inconvenience of having to bring the equipment back to the same location it was rented from. A One-Way rate is based on the distance of the one-way move and includes a set amount of days and if renting a truck, a set amount of miles to complete the move. One-Way rates can vary depending on the movement of equipment as well as supply and demand in specific areas. A On-Way rate is a flat fee. An In-Town rate is a specific fee that is charged for each rental period up to 24 hours. We consider in-town to be within a 50 mile radius.
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
October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our Mississippi Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he personally spoke to Mr. [redacted] after his rental....
Mr. [redacted] apologized for any rude treatment he experienced and offered to send him a $50 VIP Certificate to help offset the inconvenience he incurred. Mr. [redacted] accepted the resolution. Mr. [redacted] then called our Regional Office and filed a complaint. Mr. [redacted] spoke to Mr. [redacted] again and Mr. [redacted] relayed he had no intentions of using U-Haul again. In an effort to bring closure, Mr. [redacted] offered to issue a refund for $50 in place of the VIP Certificate and would speak to our U-Haul employee to take corrective action as needed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Mr. [redacted] stated he wanted to be involved with action taken against our employee. Please be advised, any action taken with our employees are kept within the company. Mr. [redacted] did not find any issues with the truck Mr. [redacted] rented and it continued to rent without incident.As we value Mr. [redacted] as a customer, Mr. [redacted] sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Monetary reimbursement is not warranted.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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 customers, Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Dear Mr. [redacted], I have received the forward of the...
information you had provided regarding your September rental with U-Haul, and would like to sincerely apologize for the inconveniences that you had encountered. While I cannot undo what has happened, I can assure you that the truck that you had rented did in fact get to our shop shortly after your rental for necessary repairs. Being in business for 66 years now, we surely take the repairs of our equipment seriously, and strive to ensure that every family using our equipment is provided with something that is clean, safe, and expertly maintained. Sadly, as with everything in life, things happen that just don't go along with the plans. I have located the claim that was started regarding the damage to your belongings. Please contact [redacted] at ###-###-####, or email at [redacted].com , referencing your claim number of [redacted]. I have been in contact with him, and he is expecting to hear from you to work on the claim. Realizing that we fell short in the equipment we had provided you, I have issued a credit to your Master Card for the rental amount of $137.36. I do again apologize for the inconveniences, and appreciate the opportunity to address your concerns. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York
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