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May 18, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customers *** *** and *** ***, whose name is on the rental agreement Wendy H***, our Executive Assistant for our Charlotte Regional Office, sent them the following
email in response: ***, Thank you for the receiptsagain, I apologize for the inconvenience we will be able to refund for the loading and unloading totaling $520.50, since the issues with the truck caused the delays, however, we can't refund for the *** truck, since we offered a replacement and already refunded you in full for the original truckPlease confirm your address so that I may process a check request for this refund, keeping in mind that the check will be in *** ***'s nameThank you, Wendy H*** Executive Assistant U-Haul Coof Charlotte ###-###-####; ext *** Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Katelinn K*** Senior Customer Service Agent U-Haul International

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Still waiting for the money refund! - Also, I can't see attached to your message any recent update from U-haul as per my email communications with Mr*** *** and his staff, therefore, I don't know what would be the latest update that your office received from them; please advise if emails evidence will be required
Regards,
*** ***

January 30,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customers *** *** and *** ***, whose actual name is on the rental contract
*** ***, our Field Relief Manager for our Northern Colorado and Wyoming Regional Office, followed up
on the information Mr*** provided and sent him the following email in response:***, on behave of my MCP (Marketing Company President) *** *** we do apologize about your experience and the inconvience of the breakdowns that happened I did close your objection and I also did reimburse the $reservation guarantee per my MCP *** ***We did resolve the issue of the days and hours issue that you ran into at the time of pick up that dayI personally called you and I also did speak to the hitch pro James and told him to give you the truck for the amount of hours that you had reserved it so that issue was resolved before you finished the rental and we did not charge you double so everything was perfectly clear as far as how long you would have it before you leftMy MCP has also spoke to our repair dispatch manager about the vendor and that issue has been resolvedThank you, *** *** *** Field Relief Manager UHC of Northern Colorado and Wyoming
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International

June 10,
Revdex.com ID#: ***, ***
U-Haul Ref#: ***
Thank you for your concern for our customer Mr***
*** ***, our Field Manager for our South Bay Regional Office, followed up on the information Mr*** providedHe informed our office the damage to the U-Haul truck is
extensive and the truck would not have been rented in that conditionWe have no record of the truck having any damage before Mr***’s rentalMr*** stated the truck was moved from the public street after he dropped it off to the U-Haul lot and this is when the damage occurredHowever, Mr*** relayed there are no overhead obstructions on the U-Haul property to create the damageMr*** has been advised he is responsible for the damage to the U-Haul truckOur decision in the matter remains the same
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International

June 26,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Ms***
*** ***, our President for our Los Angeles East Regional Office, followed up on the information Ms*** providedHe informed our office he did speak to Ms*** and they were able
to reach an amicable resolution on a refund
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International

November 28, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer Ms*** ***, our Area Field Manager for our Eastern New York Regional Office, followed up on the information Ms*** provided He informed our office, as a courtesy, he issued
a refund for $back to Ms***’s Master Card account 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 themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,*** ***Executive AssistantU-Haul International

December 9, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer Mr***.Paul B***, our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr*** provided He informed our office Mr*** was contacted by
our GM and offered an apology for not receiving the $Reservation Guarantee Fee Mr*** should receive the check for $within the next ten business days.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P***Executive AssistantU-Haul International

May 31, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your continued concern for our customer, Mr***. Hope C***, our Traffic Manager for our Lower Hudson Valley Regional Office, reviewed Mr***’s recent comments and sent him the following email in response:Mr*** - Good AfternoonThe $reservation guarantee was refunded on 5/The guarantee goes to the card on fileOne our end it is immediate, but depending on your bank, it may take three to five business days to processIf you have any other questions or concerns, please let us knowThank you.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria PalmisanoExecutive AssistantU-Haul InternationalTell us why here

[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 ***, 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,
*** ***

February 10, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Keith H***, our GM for our U-Haul Moving and Storage of Cheltenham, followed up on the information Ms*** provided. He informed our office a refund for
the full rental fee was issued on February 2nd and should post on Ms***’ next *** credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International

May 11,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Mr***
*** ***, our Executive Assistant for our Illinois Regional Office, followed up on the information Mr*** providedShe asked that we inform your office she has been in contact
with Mr*** and is currently working with him to get the answers he deserves
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International

August 22, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customers Mrand Mrs*** Michael W***, our President for our Missouri Northeast Regional Office, followed up on the information Mrs*** provided. He informed our office he
spoke to Mrs*** and discussed their concerns. He explained they were able to reach an amicable resolution and issued a refund for $back to their *** account as an adjustment on their rental. The refund should post on their next credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International

June 28,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Ms***
*** ***, our Executive Assistant for our South *** Regional Office, followed up on the information Ms*** providedShe informed our office she spoke to Ms*** and
offered her apology for the inconvenience she experiencedAs we value Ms*** as a customer, Ms*** sent her a VIP Certificate to cover one month storage and also gave her a refund for one month of storage she had with our U-Haul location in Fort Worth
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International

June 15, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Mr*** Frank G***, our President for our Fort Lauderdale Regional Office, followed up on the information Mr*** provided. He informed our office our Area Field Manager
spoke to Mr*** and discussed his concerns. He also advised Mr*** of a refund for $10.50. The refund should post on his next Visa credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International

Thank you for your concern for our customer Ms***.*** ***, our Executive Assistant for our *** *** *** *** *** Regional Office, followed up on the information Ms*** providedShe informed our office attempts were made to offer Ms*** a settlement but they did
not hear back from herMs*** relayed that Ms*** was aware of the auction date as well as was called numerous timesPayment had not been made on the units for six monthsMs*** assured our office proper steps were taken on the storage units before the auctionThey tried to work with Ms*** by offering a settlement so the auction would not take placePlease be advised that having to proceed with an auction is a last resort to receive past paymentsWe would rather see our customer retrieve their belongings than to have to auction them in order to receive past payments.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,*** ***Executive AssistantU-Haul International

April 10, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Mr***. David M***, our GM for our U-Haul Moving and Storage of Oakland Coliseum, followed up on the information Mr*** providedHe informed our office the truck Mr***
rented was towed to his lot on March 3rd from *** *** ***Upon reviewing the cab of the truck, it appeared it was being utilized for a sleeping quarters with a sleeping bag, cushions under the sleeping bag, numerous newspapers, food, bottles of water, a few bottles of soda and rope tied all about the front cabMrM*** placed a dumpster next to the cab portion and cleaned out the contents of the front cabThe back of the truck was so packed, he decided it would be best to transfer the items in the back of the truck into U-Boxes utilizing Moving Help due to the abundance of items and the work load involvedThe boxes are now placed into the U-Box warehouseMrM*** or someone from our Regional Office will be in contact with Mr*** regarding the loaded U-Boxes to reach a resolutionMr*** can also contact MrM*** at ###-###-#### or by email at [email protected]. Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely,Maria P***Executive AssistantU-Haul International

May 8,
Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms***
*** ***, our GM for our U-Haul Moving and Storage of *** *** **, followed up on the information Ms*** providedHe informed our office he contacted Ms*** and left a message on her
answering machine advising her of a refund for $as an adjustment on her rental in addition to the $he previously issued on May 3rdHe relayed this would result in Ms*** only being charged for the rental itself minus any additional chargesMr*** provided his telephone number if she needed to reach him for any further concernsHe added he felt the resolution was fair due to the fact she did use the U-Haul truck to make her moveThe refund should post on her next Visa Credit Card statement
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International

October 3, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Shannon O***, our Executive Assistant for our South Alabama Regional Office, followed up on the information Ms*** provided. She informed our office he
verified that a full refund was processed on September 23rd, which can take up to business days for Ms***’s credit card company to process. MsO*** also found our GM spoke with Ms*** at this time and that Ms*** has an open insurance claim for damages under Claim# *** since September 20th. The claim has been assigned to the Claims Adjuster, Darryl B*** Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International

April 27, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Mr***Angelique F*, our Executive Assistant for our Northern Jew Jersey Regional Office, followed up on the information Mr*** provided. She informed our office Mr*** was given
an option to secure the reserved equipment at an alternate pick up location miles away but he declined. Extra miles were also offered. MsF* relayed she issued the $Reservation Guarantee Fee to Mr***Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely, Maria P*** Executive Assistant U-Haul International Tell us why here

So much of what was said in response is incorrect, that I must address each error separ.I had refused the offer given when I was at the rental store, the owner forgot and charged me anyway. I only noticed that I was charged for it after I leftI live an hour away and was needing to get back, I called outside the city limits I was never told that a refund was sent, even though I called numerous times to ask about it..The next day May when I was packing the vehicle it began raining and thats when I noticed my belongings getting wetI called the rental place first, he told me to call the Uhaul company numberI did and they said they didn't have any vehicles in the area and that I could waitthey also said I would have to pack my things myself in the other truck They told me that I could cover my things and I could wait, but there was no telling when the truck would comeI dont recall being offered a place where I could get a replacement truckAnd it was my kids and I, we would have needed help to unload and reload the other truck, Uhaul never stated they would help with that. When I called I was in the mist of salvaging damaged personals and was unpacking what I had just packedI ran more that hours behind because of the leakIf they intended to come, which they never indicated that they would send a truck, they had plenty of time to get to meI had to leave the next day instead of when I had planned to leave, which was that dayUhaul and Rep West have not been proactive at all in resolving this issueIf they would have simply communicated with me I would have been more patient to resolve this problemthey asked me what value I placed on my private photos and clothes and I said 10,dollars because I cant place a vaiue on themthey are worth more than that to mebut they indicated they could care less because they never bothered to respond with any reasonable sense of concern or how they could recompense me for this awful experience