J.R.J. Tara Corporation

Review: On June 27, 2014 I rented a pickup truck from this location. I put less than 30 miles on the truck and they are charging me for 72 milesDesired Settlement: Since I put on at most 30 miles I would like a refund for the extra 42 mile at $0.59/mile this would be $24.78

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] and the [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for $24.78 as requested.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

Review: U-Haul offers a product called U-boxes. They are controlled locally, however there is no organization or standards when it comes ordering, delivering, or shipment of these boxes. They 800 service number does not know locally what centers are able to do, and therefore they make promises to customers that the local center may not be able to do or even offer. In addtion, the centers (ie where the boxes are being stored and where they are being shipped to) often dont have the same protocols when it comes to these boxes. These U-Boxes SHOULD NOT BE OFFERED to customers until there is a better organization standard within the company and someone in charge of the service, so that these centers have the same SOPs about the boxes and can coordinate this service as promised to the customer (and what the customer paid a large amount of their money for this company to do).My U-boxes were not delivered to my house as promised by the customer service representative when I ordered them. When I had them shipped, the WRONG credit card was charged. When my boxes arrived to my desired location, the location tried mulitple times to contact the location with the truck that would delivery my boxes with no returned phone call, and my boxes were set up for delivery only have the regional manager had to get involved. When my boxes were delivered, they delivered a box that was not mine and did not deliver one of my boxes. This box has 1/3 of my belongings, including my bed and living room furniture. I was told that they had found my box and would be shipping it, and yet I have not received confirmation of this. So as of now, 1/3 of my belongings are somewhere in the u-haul system (hopefully)Possibly the worst part about this experience is that I am receiving HORRIBLE customer service about all of my grievences. I am constantly promised a call from managers and NEVER receive them. It is apparent they are not concerned with my situtaion.Desired Settlement: This service needs to be evaulated by u-haul corporate and reorganized so others dont have similar experiences. I also feel like I should be provided with a full refund on my services as they were NOT what was promised to me.

Business

Response:

October 25, 2012

Thank you for your

concern for our customer Ms. [redacted]

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Pittsburgh, followed up

on the information Ms. [redacted]provided. He informed our office

that our GM of our U-Haul Center spoke to Ms. [redacted] He

offered his apology for the shipping mistake and assured her that the

correct box was on the way.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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.

Perhaps I was not clear enough in my first message. My issue with U-haul is the SERVICE and ORGANIZATION of the U-boxes and the way I am being TREATED by the individuals employed by U-Haul after THEIR major mistakes along the way, not merely that my u-box was not delivered. The response provided did not address any of my issues, besides the fact that my box will EVENTUALLY be delivered. I feel that eventually getting around to providing me with the service that was supposed to be completed (and paid for) a week prior, having several other MAJOR mistakes throughout this process, and receiving horrible customer service would be a concern for U-Haul Corporate. I would appreciate if my situation was not taken so lightly by the company as I had been patient throughout the SEVERAL mistakes made by the company and only contacted the Revdex.com after SEVERAL attempts to call U-Haul to address the problems in the first place. There is no excuse that my situation should not be fairly investigated by the company so that they can understand how THEIR SYSTEM FAILED ME AS A CUSTOMER, SO THAT THEY CAN CHANGE THINGS FOR FUTURE CUSTOMERS, AND COMPENSATE ME ACCORDINGLY FOR THEIR MISTAKES.

Regards,

Business

Response:

December 3, 2012

Review: I rented a small truck from this business on Saturday, September 21, 2013, at 9:30 AM. I drove the truck locally, only 47 miles. I then put $25 gas (6.6 gallons) into the truck, before driving it two more blocks to the drop off point, which was unmanned at the time. At 3:30 PM I put the truck's key into the designated key drop.I received the final bill from the business via email. It reflected an $11 charge for fuel, and a $30 "fuel service charge" for allegedly returning the truck with less gas than when it departed.I called the business several times Monday morning, and left voice messages, but they would not return my calls or acknowledge my complaint at the overcharge.

Product_Or_Service: U-Haul Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a refund of my $41.00. The truck's paperwork overstated the fuel level in the truck. Also, the truck's gas tank is unsecured, meaning there's no lock on the gas cap, so anyone could have stolen fuel from it in the business's unsecured parking spot. I put more gas into the truck (6.6 gallons) than I used by driving a mere 47 miles, and it is grossly unfair that those 47 miles could have cost me $66.00 for gasoline ($25 + $11 + $30).

Business

Response:

September 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

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

[redacted] our Area Field Manager of our [redacted] regional office, followed up on the information Mr. [redacted]provided. He informed our office he spoke to Mr. [redacted]and advised him of a refund for the extra fuel expense. The refund for $41 was issued back to his [redacted] account and should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: ON April 19 th I rented a truck from uhaul advertised at 19.99 a day. When I went to the office to pick up the truck I read the rental agreement that stated .99 cents per mile with a 30.00 fee for bringing the truck back with gas gage below where it was first taken out. Upon returning the truck on April 20th, the facility was not open so I left the truck at the designated area with a half of a tank of gas, which was a quarter more than what I originally had started with. I knew I would be charged for approximately 55 miles. I place the keys and paperwork in the drop slot and waited to hear from the facility the next day. By the end of the week I finally received an email with an invoice charging me 50.00 (not even the 30.00 stated) claiming I brought the truck back with the gas gage lower than when I took the truck. I have proof that before dropping the truck off , I put 23.00 worth of gas in the truck bringing the gage, again, to a half of a tank. I also was charged some enviormental fee which was not stated in the agreement. I have called and emailed uhaul twice to dispute the gas fee. Both times I was told they were correct in charging me the fee. I was told 30.00 would be waived but yet, Saturday May 3, I was charged the full 196.00. I am currently working with my bank to remove the entire amount .Desired Settlement: I will pay the 60 miles they claim I drove (although it was 55 that I saw on the speedometor) and I will pay the two day rental which is 40.00 rounded off. I will NOT pay any gas fee or enviormental fee as the latter was NOT on the agreement and the gas fee is fraudulent. I have proof I put in 23.00 worth of gas right before returning the truck filling it to half a tank which was a quarter more than a I took it out with.

Review: I just want to let you know that The Uhaul location at Ferguson and Lawnview needs some help. Especially [redacted].

Firstly I was misinformed by [redacted] when he told me I could use my receipt to get a one month free storage but I would have to go to another location because that location didnt have storage units.

I went to other location with a truck load of my tjings only to find out the free mo. Doesnt apply to my rental. (Local).

I had no where to go but home that evening because other storage businesses were already closed. It rained very hard that evening and because of [redacted]s help, all of our things got soaked. Including my Art finished and unfinished, clothes, Electronics, everything!

Secondly, this truck was not equipped with a "special funnel". We had to read manual and call roadside assistance and wait for 2hrs for him to show, and when he did all he had was gas. No "special funnel", We specifically said that this truck had no funnel and that we had already called someone to bring a gas can cause we ran out. Shouldnt the vehicles have all necessary equipment and shouldnt the customer be shown what to do in case the vehicle runs out of gas? Especially if its a soecial type of fuel tank like this one.

To top it all off, [redacted] leaves a voicemail so humiliating and threatening that makes me wonder why hes still employed there. He said he had an appt with a detective and that I was going to be charged with auto theft and put in jail if I didnt call him before noon. I have been in constant contact with customer service the whole time. Was he not made aware?

I was told that a representative would call me in regards to finding a solution and that after speaking to them I need to file a claim for my losses. I have been so angry and stressed out that the last time he called I hung up on him. I told the equipment recovery dept. That I would return it to another location, he told me I couldnt. Then I get a vm from Ferguson location telling me I can.

I will file a claim to recover my lost possessions if need be. But Im sure that Uhaul can find a reasonable settlement that we all agree on.

Sincerely Upset with Part of the Company, [redacted]Desired Settlement: No charge

Business

Response:

August 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Dallas Regional Office, assured our office he followed up on the information Ms. [redacted] provided with all involved. We realize there is never an excuse for rudeness and we want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Ms. [redacted] rented the U-Haul pick up truck for a one-day rental period on August 5th. When Ms. [redacted] called to say she needed more time with the truck because it was raining and her items got wet, we offered her free storage in order to get our truck back. Please be advised that free storage is not offered on In-Town rentals. This offer was made as a courtesy. On August 6th Ms. [redacted] contacted our Emergency Road Service to relay she had run out of fuel. We advised her that was customer responsibility. We can send service but she would be responsible for those fees to the repair person that comes out to assist. We also do not provide a funnel in our trucks in case the driver runs out of fuel. Our Center GM informed Ms. [redacted] she was not on a valid contract and needed to come in to put down another deposit and pay past fees. She did not but instead sent our U-Haul Center an email on August 12th advising us the truck would be returned that afternoon. Although she states she had been in contact with our Corporate Office in Arizona, we have no record of such calls or information. When we tried to collect these past fees, the credit card on file declined the charge. When Ms. [redacted] did not return our truck as promised, our Equipment Recovery Department sent out a Demand Letter requesting our truck be returned immediately. When the truck was finally returned on August 14th, all fees were charged to the credit card. Mr. [redacted]’s careful review of the situation found our actions followed proper procedures when trying to retrieve our property. Charges are valid and will stand.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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.

Ms Garcia,

The reason of my rejection is because they never offered free storage otherwise we wouldve accepted The whole reason we rented a truck from there is because [redacted] our sales clerk is the the one that told us that we were getting a month of storage with rental but we had to take our receipt to another location that offered storage. We went to other location and were told we couldnt get storage and by that time all other storage facilities were closed. That night it rained and thats why our stuff got wet and ruined. 2Ndly we were Never contacted and asked for another deposit. We got extensions from corporate in arizona to finish our move. 3rdly why he said theres no record of our calls to corporate amazes me. We called every other day. Especially when we got threatened by [redacted] that he had an apot with a detective to throw us in jail. I still have that voicemail saved for your listening pleasure. I have rented from Uhaul several times before and received extensions when needed and have never been so humiliated as I was by [redacted] and the Ferguson Uhaul location as I am now. Really? Jail? Uhauls reply is full of lies. And furthermore. Why is the truck not equipped with the one and only funnel it HAS to have in order to put gas in?? Roadside assistance didnt wven have the right funnel to put gas in. He rigged it in order for us to get gas in truck. We were stuck there for an hour and a half in a horrible part of town with truck loaded down with our belongings waiting on a guy to rig the tank for us to put gas in to get to storage unit before they closed. We didnt make it therefore another day lost. This is the worst experience and service Ive received ever from a company.

Review: I called to reserve a uHaul truck in order to go pick up a hot tub I purchased. I gave the dimensions of 7x7 feet and 40 inches tall. They said they had a truck so I went and got it. I went to pick up my hot tub which was approximately 40 miles away. Well, it did not fit, so I called uHaul customer care rep. They said they could not do anything for me because the uHaul I rented it from was a dealer. ugh... I called the dealer where I got it from and told her that they gave me the wrong size truck and she said she would have to reach out to corporate uHaul. 5 hours go by, I call back she said she called them and they said to not give me a refund. Um, their guarantee states "When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed." then down it states "Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered guaranteed (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages."This is not right, I would just like a full refundDesired Settlement: $20 for truck rental$7 dolly rentalapproximately $85 for miles driven$25 for gas I put in itnothing more, nothing less, I just want this made right

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

[redacted]: Your recent issue with your U-Haul rental was brought to my attention this morning. First I would like to offer our apology for the confusion on the equipment size recommendation and the problems it has caused. I have issued a full refund to the card used for this transaction and you should see a credit post to your account within 5 business days. Please note that the credit was issued today but the bank has up to 5 days to post it to your account.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I was charged an additional $1.00 for an "environmental fee". Nowhere was it posted on the website while making the reservation or during check-out. When I questioned the on-duty clerk upon returning the trailer, I was told it was "in the contract". I read the entire contract and have yet to find it. This additional charge was NOT authorized by me, thus constituting theft or credit card fraud (in my opinion). I have emailed U-Haul about this and have yet to hear back from them. I made the suggestion during the return of the trailer that a statement be posted on their website about the fee and apparently the "higher ups" have been notified. Who knows how long ago that was. The $1.00 is not so much the issue as the "not knowing" factor.

Product_Or_Service: Trailer rental

Order_Number: N/A

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I asked U-Haul in my email through the "contact us" section of their website for a refund of $1.00. I also want U-Haul to post a statement on their website saying this "environmental fee" will be charged. In fact I'd like everyone who rented from U-Haul in the past year get their $.00 refunded as well (if they were charged).

Business

Response:

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Mr. [redacted] rented a U-Haul trailer. Please be advised U-Haul does not charge an environmental fee on trailer rentals. I also confirmed on his rental contract that he was not charged an environmental fee. If he has a receipt showing otherwise, Mr. [redacted] can contact our GM of our U-Haul Center he rented from for verification and reimbursement.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

Consumer

Response:

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.

After reviewing my credit card statement, I did not find where the charge actually went through. Do not know why I received an email from U-Haul stating the charge had been made. I reserve the right to settle this at a latter date if I see the charge appear on a subsequent statement.

Regards,

Review: I've used U-Haul for years, whether its moving my home or when I'm opening new offices. This is the absolute last time. The staff could have cared less, and was absolutely lazy. When we showed up nothing was ready even though I had done the early registration online. I had to load the pads up myself, no one walked us around the vehicle and that is where my troubles began. Like every other 24 ft. truck I've rented this one was older and not in the best of shape. Its a moving truck, as long as it can get me from point A to point B that is all I can ask for, I thought. So we drive off to the pickup the load in Mt. Greenwood (Chicago). Load everything up in about 1.5 hours. Leave for Orland Park to drop everything off, about 20 minutes away. Unload everything in about 1.5 hours and head back to Alsip to drop off the truck. My crew consisted of myself, three friends, two Chicago police officers. We drop the truck off, only one person from the morning crew was still there, everyone else is new. Check in the truck everything is fine. Walking out to my car and out of nowhere a girl comes running out of the office covered in Tattoo's saying that damage wasn't there before. She knew exactly where the damage was, even though she wasn't out there until that moment, strange. So now were being told we are responsible for the damages!! I explain to them that the damage wasn't from us, this type of damage would have been caused by some sort of side impact. Supposedly the gas tank was leaking as well. Here is the kicker, you have to return the truck with the same amount of gas as when you picked it up, in our case half a tank. Well it was at about 5/8 when we picked the truck up and when we got back to the store we had finally hit half a tank, so we never even needed to get gas. So if there was a supposed leak, how did that work out, this whole thing is a scam. When we went back to get more info they wouldn't tell us anything. We did purchase the insurance, but supposedly that doesn't cover this type of damage. I would assume that by how lax they are, there was someone that missed this when the truck was returned before. Most likely the same girl was responsible for that oops, that is now trying to say we caused the damage. The whole thing is absolutely disgusting. U-Haul as a company should be embarrassed.

Product_Or_Service: Moving Truck Rental

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

No insurance claim, no accident and complete clearing from this. I was told insurance I purchased from them won't cover this as well, and that I'm responsible, I want this to be resolved as well. I would also like an apology for the way I was treated, though I doubt that will happen. There employment practices should be looked at closely, something isn't right there.

Business

Response:

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Chicago South and SW Suburbs regional office, followed up on the information Mr. [redacted] provided. She informed our office that Mr. [redacted]’s concerns are being handled by RepWest Insurance Company. They will be back in contact with him soon.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

No one has reached out to me, or even attempted to resolve. I've tried contacting U-Haul directly have left multiple messages, and received nothing.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Consumer

Response:

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 not received a call from anyone at RepWest Insurance, nor have I received a call from anyone at U-Haul. I have spoken to one customer service rep since my rental and that was again me making the effort out of frustration. They charged me for the rental, but then the next day credited me for the full amount. Now there saying I owe an additional $30 because I didn’t pay my bill. I have a paid in full receipt and when I spoke to the customer service rep, she said she has seen this happen before and that I would need to speak with [redacted]. I’ve left messages and no one has called back. In addition it was suggested that I just say the accident occurred and make something up by the staff when I returned the truck. Otherwise the insurance wouldn’t pay. I’m an insurance agency owner, this is fraud and I find it disturbing that they suggest I just take the fault for something I didn’t do. This will affect my driving record as well, which is pristine to date. I’m very frustrated with the way UHAUL is handling this. I would like in writing that they are going to drop the damage charges. I will pay the bill again but I won’t pay an additional $30 because there employee made a mistake. So here is the resolution I would like:

1. Drop the damages charges on the vehicle

2. I will pay the agreed upon amount, which I already did once and they credited back to me. I will not pay a $30 fee because they made a mistake

Thank you for your help.

Regards,

Business

Response:

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company regarding the recent information Mr. [redacted] provided. They informed our office damages were covered by the purchased Safemove Protection, therefore, any charges for damages will be removed from the rental and only the rental fee will be applied.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

The issue is, that I have never received a call from the insurance company. I own three insurance agencies, I understand how insurance works. This means that I will have an at fault accident on my record for an accident I was never part of. In addition I have a claim on my clue report now, again for something I didn't do. It was very obvious that this was an employee trying to cover up for not inspecting the vehicle the last time it came in. I'm not willing to be part of that. In addition this is insurance fraud. I was told the insurance wouldn't pay unless I accepted fault, which I have not. I would like a call from the insurance company as well as U-Haul. In addition as I mentioned I'm willing to pay the $106.xx but not a cent more. There trying to charge me a thirty dollar fee. I have a receipt showing I paid $106.xx, but they actually debited my account for $122.xx, then refunded that amount the next day. I'm very frustrated by all of this, and am not willing to be part of insurance fraud. I have a statement from them showing the insurance will not pay, because I wouldn't accept fault. I want a call from the insurance company as well as U-Haul before I'm willing to pay them.

Thanks,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: This complaint concerns confirmed order #[redacted].

the reservation was made online and "confirmed order" e-mail received containing language: "A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment". My estimate of the total cost of the rental is about $900. A week prior to the rental start date I received this e-mail:

"sent email from first class

Good Afternoon, I am contacting you to inform you of what we will have available to help accommodate your move.

The rate for our trucks will be $ 2825.00 this rate will includes 12 days and 300 miles

The rate for our Covered Trailers will be $1412.00. This rate includes 12 days.

If you have any questions or concerns you may contact me @ ###-###-####. Thank you kindly

[redacted]"

(note: without any official looking banner and poor punctuation and grammar I assumed this was a fake e-mail and did not respond).

I then received a phone call from this number laying out the new deal.

I spoke with a central reservations rep, who was frankly stunned and had never heard of such a price switch. she referred me to the regional office. I spoke with a rep there and then the assistant manager there and they repeated that they had no intention of honoring the original "CONFIRMED ORDER". Mysteriously and disturbingly they could A) locate equipment and B) provide service for the confirmed dates - but at roughly 5 times the total cost. Various explanations were forthcoming (eg mine was not a CONFIRMED ORDER but merely a request, the found equipment was 'better' compared with the local rental equipment which 'might break down if taken far', a discount of around $300 might be offered).

Needless to say I was extremely frustrated and arrived in Reno with no support. Through a great deal of effort and luck my group found a really nice local guy to rent us a truck, at a total cost of $1,250.Desired Settlement: First and foremost I require U-Haul to change the web pages on "confirmed orders" to include in BOLD type the verbiage "we'd like to have your business and we hope we can help you out, but we may completely blow you off or may simply increase the charge to you by up to 5 times". Using either the terms 'order' and 'confirmed' are EXTREMELY MISLEADING. Further on the 'cost estimate' page there needs to be additional bold type indicating same unilateral disclaimer.

My experience incurred an estimated additional cost to me of $350. I want that money back.

My very best regards to the Revdex.com, [redacted]

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Sacramento, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Good morning, We have received and thank you for your feedback regarding your recent U-Haul reservation #[redacted]. I have reviewed the details including the notes of your emails and conversations with the representatives From our office here in Sacramento who handled your transaction. U-Haul appreciates your candor and your attempts to do business with our organization. We apologize for the manner this was handled. this in no way properly reflects the goals or directives of our company. I have authorized a voucher for $150 that may be used towards a future U-Haul rental. This Voucher is good for up to 2 years and is fully transferrable. Please feel free to assign this to a friend or family member who may need our products or services in the future. U-Haul does appreciate your patronage, we hope we can serve you better the next time you allow us to serve 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,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this certificate for $150 partially satisfies my concerns. I would like to see the reservations website reworded to reflect the tentative status of so-called confirmed orders, but I am realistic enough to know that this is unlikely to happen. I do thank the Revdex.com for it's help and influence,

Sincerely,

Review: I rented a U-Box for one month. I was charged the rental amount 3 times. Twice on Jul 2 and again on Aug 11. After contacting U-Haul, I was credited one of the charges from Jul 2. This means that I have still paid for 2 months. I have contacted U-Haul multiple times to get this resolved with no further action on their part.

See below a detailed list of all charges and credits. Charges that include the one-month rental amount are marked with **

Charges:

**Aug 05, 2014 UHAUL [redacted] Aug 05, 2014 UHAUL S[redacted]

Jul 09, 2014 UHAUL M[redacted] 1,495.00

**Jul 02, 2014 U-HAULMOVERS CHOICE [redacted]

**Jul 02, 2014 UHAUL M[redacted] 146.84

Credits:

Aug 11, 2014 U-HAULMOVERS CHOICE [redacted]Desired Settlement: I want a refund of $146.84, plus perhaps some compensation for the time I have had to devote to getting my money back.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], Senior Staff for our E[redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she is currently waiting to hear back from Mr. [redacted] to personally address his 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

Review: On 22 Aug 13 I rented a trailer from North Little Rock, AR to Fayetteville, AR and paid the $99.82 charge. When I dropped the trailer off in Fayetteville I noticed that the return receipt had another customer's name on it (Glen Miller). I spoke to the clerk and he said that the folks in North Little Rock must have put the wrong trailer in the system and that he would fix it. A week or so later I get e-mailed a paid receipt from Atlanta that says my credit card will be charged $283.55 for a trailer rental from North Little Rock to Atlanta. I immediately call U-Haul and explain the situation--basically that I did not rent a trailer from AR to GA. At that point the customer service rep had the audacity to tell me that I signed the contract. Yes--I signed the contract from North Little Rock to Fayetteville--that for some reason they put my credit info on a trailer rental from AR to GA is not my fault. She said she would fix it but it would need to be approved by the "President of U-Haul." (Really?? The president of U-Haul! This seems to be a fairly basic transaction correction). I finally received a reference number ([redacted]) and assumed that the issue was resolved. A day later I get a pending charge on my credit card for $283.50. I once again call U-Haul and start getting a run-around. So I call the location in North Little Rock where I picked up the trailer and their GM, Stephen, tells me he will fix it. A couple of days later the charge on my credit card goes final. I once again call U-Haul and I get a runaround. Apparently the person who can handle this (Tanya at ###-###-####) has a phone that doesn't work because I keep getting the Oklahoma office and they tell me that they can't contact her because her phone lines are down (today is the third day). I did get through to her office one day and was told that she just left even though she had said she would call me. Today I called and was put through to her voicemail and she has not returned my calls. So far, this error by U-Haul has cost me several hours on the telephone and probably 15 plus phone calls. The thing I find most disturbing is that they tried to blame me for their error. It was a simple mistake on their part they let get out of control. I finally filed a charge dispute with my credit card company--which I told U-Haul I would do, but it should not have come to this. I have rented trailers fairly regularly over the past 30 plus years (at least once every 1-2 years) from U-Haul and never have experienced this poor customer service.Desired Settlement: A refund of the charge on my credit card for someone else's rental is a given--and I am tackling that through my credit card company as well. As a minimum, U-Haul owes me a written apology for the way I have been treated the past week and the number of phone calls I have had to make and the run around I have gotten. This, by far, is the worst customer service I have experienced in my adult life (I am 52 years old).

Business

Response:

September 15, 2013

Revdex.com ID#:

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of AR, followed up on the information Mr. [redacted] provided and advised our office a refund for $283.55 has been issued back to his [redacted] account. The credit should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their resolution is the only right answer and should have been their first reaction--not 15 phone calls from me and then finally a Revdex.com complaint for them to do the right thing.

I have received the refund. It is frustrating that they were so non-responsive to me. I truly have never been treated so poorly by a reputable company like U-Haul. They definitely need to take a look at how they treat customers.

Regards,

Review: I contacted Uhaul to reserve a truck 20' box truck for Saturday 9-28 with pick up in the am. I was given a confrimation number [redacted] confirming my order and pickup. Then I recieved a phone call saying the truck would not be available until 1 pm. 1 pm will not work for me and they will not honor thier guarantee:

"Reservation guarantee

When you make a reservation, we guarantee to provide you with the equipment size, location and pick up time, as agreed. Should you not receive the equipment size, location and pick up time you agreed to, U-Haul will pay you $50. "

They tell me I need to cancle my reservation if 1 pm will not work for me.Desired Settlement: I want them to own up to their guarantee and provide me a truck of equal or larger size to allow me to move.

Business

Response:

October 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted]y regional office, followed up on the information Mr. [redacted]provided. She sent him an email on September 30th offering her apology for the problems he had with his reservation and requested he call her to personally discuss his concerns. She provided her telephone number with the days and hours she can be reached, as well as provided her email address. As of today she has not received a response but hopes to hear back soon.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: While waiting to rent my truck which I had a reservation for I read there $50.00 back sign. I pondered it over after leaving with my truck about meeting the requirements which I did. I called Uhaul 800 number twice and was told I would get my $50 within a few days. Which never happened. I called again today March 20, 2014 and was told it was denied because I didn't meet the requirements which I clearly did. My reservation was for 5 pm and I waited till 5:22 pm to get the truck due to other customers ahead of me. I also inquired about it when returning the truck and the female told me we are short staffed. Well to me that has no bearing on a promise they post. Also noting on the contract this was for a 24 hour period so returning the truck at 5 pm the following day as stated on the contract is not 24 hours from getting the truck at 5:22 pm. The prior time on Feb 28, 2014 and March 12, 2014 calling the 800 number for Uhaul I was told twice I would get that check within a week and pretty much promised I would get it.

Product_Or_Service: Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Honor the 800 representatives word upon stating that the $50 check would be mailed out which never was.

Business

Response:

March 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

It has previously been explained to Mr. [redacted] that his situation does not warrant a refund for the $50 Reservation Guarantee Fee. We realize he may have been inconvenienced for having to wait in line when he arrived at our U-Haul location to rent the truck he had reserved for 5:00 PM, however, he was dispatched at 5:22 PM. Please be advised a refund will not be issued.

As we value Mr. [redacted] as a customer, we sent him a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

March 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

In an effort to bring closure, Judy Soper, our Executive Assistant for our West Texas regional office, issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee in the interest of customer good faith.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The matter is resolved the business did in fact make good on the promise.

Regards,

Review: I reserved a specific storage unit and spoke with several people at the facility verifying that the unit was ready and no issues. I made the reservation on July 14 and it is under the name [redacted]. When my son and the movers arrived on Sunday, the unit reserved was not available. Of course, what was available was a larger drive up unit or a second story climate control unit both of which were much more expensive than what was reserved. They refused to do anything to accommodate and basically told us take it or leave it. It was Sunday afternoon with movers who were being paid by the hour. They had us over a barrel and they knew it. We had no choice but to take the larger drive up unit at a cost more than 40% more than the original unit reserved. This is a bait and switch if I have ever heard of one. On Monday morning, 7/29/13, I emailed the Assistant GM of the location. To date I have had no response from him or anyone at U-Haul. I spoke to a customer service rep this morning who was not helpful and refused to transfer me to anyone else and refused to read back the notes he put in the file so that I could be sure all information was correct before forwarding on. This is unacceptable customer service and I want resolution from U-Haul and perhaps this complaint will get their attention.Desired Settlement: I would like the storage unit price of the larger unit given to me at the cost of the smaller one that was reserved and promised.

Business

Response:

August 1, 2013

Revdex.com ID#: 9643868

U-Haul Ref#: 447223

Thank you for your concern for our customer Ms. Oswald.

Mr. [redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her he would adjust her rate.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: This u-haul company charge my debit card for fraud, unauthorized charges. I rented a truck on 8/1/13 and returned it the same day. I spoke with someone 3 days later because I notice a charge of $42 still pending on by debit card. She told me that the rental was fine and rental was check-in on 8/2/13 that morning when they came in. On 8/30/13 I recieved notice from my debit account that U-haul tried to take $944 out of my account and since I didn't have it they held 2 separate charges for $42.36 and $497.16. I called customer at the bank and u-haul. U-haul advised that someone reversed the system making it look like I returned the vehicle on 8/16/13 after they already checked it in on 8/2/13. The rep filed a complaint but no offices were open to speak with. I have went to the General Manager whom authorized these charges and he admitted guilt but tried to give me the run around. I finally got him to write a letter to send to the bank to cancel the charges but I am still having an issue with getting the funds back because they have a hold on the charges because the manager tried to reverse it in the store and when that didn't work he wrote the cancel letter to fax. This has been a nightmare and I need my money.Desired Settlement: I want them to contact their merchant bank to stop all holds and charges so that my money can return back to the debit account asap.

Business

Response:

September 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of U-Haul Moving and Storage of [redacted]. in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $497.16, which is the amount charged for the Promissory Note.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was completed after I advised I filed complaint. Dealing with this company and the huge mistake was a nightmare and cost me penalties with other companies due to their fraudulent and careless actions. I will never do business with them again. I hope that there is a corrective action or manager change at this location.

Review: On April 4, 2013 I rented a UHaul truck from the UHaul store at [redacted]. I had spoken to the sales person a couple times before the date I was to pick up the truck. The first person explained the charges and the deposit. Nothing was said about paying anything up front, only putting the deposit on a charge card. The second person I called to ask a question of, informed me I would have to pay the charge of $39.95 when I rented the truck. Nothing was said about paying the amount in full the morning I picked up the vehicle. When I picked up the truck the morning of the 4th I was told that I would have to pay $100.00. I gave her my debit card and did not realize until later on that she had charged me the entire amount of $204.75. This was not explained to me and this transaction caused my bank account to be overdrawn. Which caused me to get an overdraft fee. I called to ask about this and was told that if the estimated amount of per mileage charge was over the $100.00 then they charged the entire amount. This was never told to me.

I took the truck which had 1/2 tank of gas in it, to the gas station and put $80.00 worth of gas in it. The truck drove horrible. It shook and bounced all over the road. The gas guage fluctuated up and down contantly. When I got to my destination of [redacted] and got out of the truck I smelled the strong odor of gas. I checked around the truck and found gas coming from under the truck from the gas tank. It was a steady fast drip of gasoline. I immediately called the UHaul store first and they transferred me to Roadside Assistance. It took over 2 hours for them to arrive. Soon as the driver saw the truck he said it could not be driven and had to be towed away. Another truck was arranged for me to have but I had to go into town to pick it up. When I got to the place to pick up the truck the man knew nothing about it and I had to wait another couple hours for the paper work to be sent before I could take the truck. I was so upset and did not get to start loading my belongings on the truck until 5 pm. I should have been home long before that. I called the 800 number later that night and filed a complaint and was told by the person on the phone not to add any gas in the truck and take it back with the amount of gas, 1/8th of a tank (it only had 1/4 tank when I picked this one up) I had to put $20.00 more gas into the truck to make it home. When I took it back the next morning the manager was rude and did not want to listen to anything I had to say. She agreed to credit my account back $123.53. She said the truck that they towed away had 3/4 of a tank of gas when it was towed away. There is no way with the way the gas was coming out of the truck plus the gas guage was not working properly. I was out $100.00 for gas that most of it drained out on the street not to mention because of being inconvenienced by all the time I had to wait for them to make this right. I am still very upset over this whole episode and the disrespectful way I was treated. I would never refer anyone to UHaul.Desired Settlement: I would at least liked to be compensated for the $100.00 I was out on gas but really think that they should absorb the entire amount because of what I went through and how rude the person at the store was to me.

Business

Response:

[redacted]

Thank you for your concern for our customer [redacted]

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information [redacted] provided. He informed our office that our GM of our U-Haul Moving and Storage at [redacted], spoke to [redacted] on April 11th and advised him of a refund for $110 for the cost of fuel he put in the truck.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Please see attachments. Not once did the manager say anything about reimbursement for gas. It was supposedly for my inconvenience. This was negligence on their part and could have been a lot worse than it was. This vehicle should have never been rented out. Given the right situation this could have even been a fatality. I feel that the people at U Haul were rude and are covering up for one another. They know they are wrong. This was a nightmare for myself and my family. I feel that they have not take responsibility for any of this starting with lying to me about how much money would be charged to me up front, to when I returned the truck and the manager was so rude about the whole situation. If I have to I will contact an attorney to get my money back. That is how strongly I feel that I have been treated wrong in a situation that I had no control over.Mike Thompson

Business

Response:

[redacted]

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of [redacted], reviewed the information [redacted] provided. He informed our office he contacted [redacted] and advised him of a refund for the fuel amount of $81, which was agreed upon.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: This involved the Uhaul portion of the business. When I returned the truck, they charged a cleaning fee because they felt the cab was dirty. The "hair" and such did not come from me but was under the crevices of the seat. All the receptionist at the desk said was that I signed a paper stating it was clean. She offered me a broom to clean it, which I felt was inappropriate. I tried to tell her I accepted the truck in that condition-what was there was normal wear and tear. I feel I was gouged for something that I had no control over.Desired Settlement: I just want this business to be aware that normal wear and tear is to be accepted in this situation. I felt this was nitpicking and just another way to squeeze a few extra dollars out of me. The truck was new, and still smelled new. Why should a client have to go to a car wash and vaccuum the crevices of the seat from the previous client's use? I even cleaned out unused napkins in the door that I didn't discover until it was returned.

Business

Response:

August 20, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of SW OH, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email explaining he found the charge for $36.00 on a [redacted] ending in [redacted] and that he had issued a credit back for that amount. The credit should post on her next credit card statement. Mr. [redacted] also included his telephone number in case she wished to speak to him.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

My name is [redacted].
I have had the most harrowing experience with U Haul at South point storage, [redacted], south point OH.
What seemed to have been an initially cost effective process ended up costing me about 433 dollars extra. The reason given to me by the staff is failure of return of vehicle and missing items. I must say I do share some blame, given that I hired a transporter(off [redacted]) to move for me (that's never happening again!). However I alerted this office to notify the appropriate Authorities once the vehicle was late, fearing that this transporter may have been using the vehicle for another job or worse still, stolen the vehicle.
It was surprising to learn from the staff of this office that U Haul has no tracking device on their vehicles which one would expect should be standard practice in case of eventualities like this. Not to mention, I tried to speak with a manager, but no luck. The staff I had to deal with had no authority to help but kept telling me I would be billed daily until the return of the vehicle. I understand that a business is being run, but clearly common sense have been thrown out in the process.
Needless to say, I will not return to U Haul for any service whatsoever. Though such a decision would not matter to such a large company in a purely capitalistic society where the hunt for profits clearly outweighs customer satisfaction, this just gives me an avenue for catharsis.
Thank you Revdex.com.

Review: Have attempted to resolve U-BOX billing issues, reservation issues and contract issues since June, 2014. Spoke to numerous individuals and managers on the Customer Service 800 line, Regional Manager's Office and Headquarters, all inform me that the only location able to correct my contract issue is the Ithaca location. I have called 70+ times but the call rolls to the 800 Customer Service line that cannot assist me. I have never been able to reach the Ithaca location, ###-###-####, number on the invoices. The Regional Managers Office ([redacted]) has waived late fees and liens during the summer and applied credit card payments to my account even though I was put on automatic pay. After moving out of the U-box unit on August 22, 2014 monthly billing has continued with late notices, emails and phone calls. Messages were apparently left from the customer service center for the Ithaca office to return my call, no returned calls have ever been received. Mid October I called the Regional Manager's office but did not receive a returned call. Called [redacted] at the RMO and customer service at the headquarters level approximately a week later on 10/27, both informed me they could not resolve move/close out of the contract. [redacted] did call me back after I called headquarters to inform me that the contract had been cancelled and all charges after the move out date had been credited. Catrina at the headquarters level confirmed the credit transaction had taken place. Then received a message that there were 4 new U-box reservations made under my name in error. Saturday I received another late notice email and an invoice for the 3 months after I have vacated the U-box, apparently the contract was not closed out as [redacted] and headquarters indicated on 10/27. From my records I have slightly overpaid which is not a concern. I have move out paperwork from U-haul and [redacted] statements showing payment. Thank you for assisting. Room or contract #[redacted].Desired Settlement: Close out contract, [redacted], as of my move out date of 8/22/2014, as my paperwork indicates, remove $287.85 of invalid charges made after move out date, stop harassing me with emails, invoices.

Business

Response:

December 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided. She assured our office she moved Ms. [redacted] out of the U-Box herself. She also advised Ms. [redacted] she may receive notices of a past due balance as the account has a balance but we are not attempting to collect. The account will not go to collections and although Ms. [redacted] cannot stop the computer generated letters at this time, Ms. [redacted] should just disregard them. Ms. [redacted] reiterated this information in an email to Ms. [redacted] along with screen shots confirming the move out.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

To whom it may concern at Revdex.com,Thank you again for your assistance and efforts as I attempt to resolve my billing issue with U-Haul. See communication message below from [redacted]. Her explanation is that the issue has been resolved even though she is unable to stop emails, monthly billings, invoices and liens. I have been charged again for an additional month since we spoke on 10/27 as indicated on the attached invoice and lien received. I do not consider this to be resolved as long as I’m continuing to be billed monthly, receive invoices for multiple payments that are not due and receive late payment and lien invoices. Regards,[redacted]

Review: I rented a moving truck and a tow dolly to move my belongings and my truck to relocate in California. The owner, [redacted] called me 3 times that day to pick up the truck but never mentioned to me that it was a different location than where I made the reservation and had my storage at. He was very rude to me when I came in to get the truck. I went to pick up the tow dolly the next day. I signed the contract after reading it and noticed that there were 2 lines written in for the signature' mine and the owners. [redacted] came out, put his work gloves on and proceeded to put my truck up on the tow dolly. At no time did he say anything about disconnecting the drive train or anything else before towing the car. He was rude and very unprofessional in how he presented himself on every occasion and in the way he treated us. When I arrived in California and we took the truck off the dolly, there was no reverse. We had to push the truck off and in drive it jumps and in neutral it tries to drive. My transmission got burned out because it was improperly loaded and on the wrong dolly. I am trying to work with Repwest, the insurance handling it and am not getting very far. They say they have 30 days to tell me whether they will pay for the damages and in the meantime I just moved, I have no vehicle and can't even look for work at this time. This is costing me money and time and I want resolution, not a bunch of running around. I truly believer they should fix my truck, give me a rental car while it's being done and compensate me for potential lost wages. No where on the contract did it say to unhook or disconnect anything and I feel when a business owner rents you equipment he should know what he's doing. I am willing to do whatever it takes to resolve this including get an attorney and ask for 10 times the amount. Thank youDesired Settlement: I would like my truck repaired, a rental car while the repairs are being done, and lost potential wages and inconvenience. I will never use UHaul again because of this guy and they should not let him rent out their equipment if he doesn't know what he's doing and cause property damage

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

RepWest Insurance Company advised our office that payment for Ms. [redacted]’s claim was made regarding her damages.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,