July 3, 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] regional office, followed up on the information Mr [redacted] provided and sent him the following email in response: [redacted] , Hello,I have read your concern and I see that you were credited $to the card used for the rentalI will credit the additional cents to correct to the amount you had requestedSorry for any inconvenience you may have in regards to your rentalPlease feel free to contact me with any questions [redacted] Executive Assistant U-Haul of ***, [redacted] 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, [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 have pictures of the shared storage unit(s) clearly showing the breach of security from where the theft occurred as well I have a police report which includes the transaction slip for the stolen music (compact discs) bought by a local music store These items are on my cell phoneI can forward them tomorrow as tomorrow I re-new my plan I am sorry for any delay but again I am physically disabled and have had to pull the remaining compact discs from storage to itemize my loseThis is not entirely finished as even trying to run down some titles is proving impossibleThe inconvenience to me is overwhelming and quite painful, in many ways, having to start school in just over a week as well surgery coming up Again, my trust has been broken trusting Uhaul with my valuable and collectible itemsAs it appears you , as a customer, can NOT even insure against this kind of robbery, the theft of your items simply removed from your storage from over the shared wall of adjacent storage unitThere has to be "forced entry" according to Uhaul's insurance companyThis does not seem right and allows for this type of activity or theft ? Regards, [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] ***
September 11, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] , our Executive Assistant for our Long Island Regional Office, followed up on the information Ms [redacted] providedShe informed our office she spoke to Ms [redacted] and offered her apology for the inconvenience she experiencedShe also advised her of a refund for the Tow Dolly fee in the amount of $The refund was should post on her next [redacted] 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, [redacted] Executive Assistant U-Haul International
September 16, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers [redacted] and [redacted] [redacted] , our Executive Assistant for our Western New York Regional Office, reviewed Mr [redacted] recent comments and sent her the following email: Ms [redacted] I wanted to inform you that we did receive [redacted] letter that was sent to the Revdex.comI am currently working with customer service to get you all of the recorded phone callsThank you, [redacted] Executive Assistant U-Haul of Western New York 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, [redacted] Executive Assistant U-Haul International
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 Essentially, I had to go take care of it in person because the U-haul customer service is incompetent and non-existent Regards, [redacted]
Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our E [redacted] Regional Office, followed up on the information Mr [redacted] providedShe advised our office Mr [redacted] was given credit for extra miles and the Reservation Guarantee FeeShe also mentioned that Mr [redacted] had planned to hire movers from 9:AM to 3:PMAs U-Haul is a do-it-yourself moving company, we cannot be responsible for personal commitments, therefore, no further refunds our adjustments will be issued.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, [redacted] Executive AssistantU-Haul International
August 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our Lower Hudson Valley, followed up on the information Mr [redacted] provided and sent him the following email in response: Mr [redacted] I apologize for the delay in you getting your refundI have issued the refund today of and will be credited to the card used on the reservationThe credit will be applied in 3-business daysIf you need any further assitants please feel free to contact meThank you [redacted] 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, [redacted] Executive Assistant U-Haul International
July 29, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted] [redacted] , our President for our Eastern New York regional office, followed up on the recent comments [redacted] relayed to your officeHe informed our office the truck has gone over 1,miles since [redacted] ’s’s rental with no breakdowns or objections from other customer’s reportedThe truck in question was serviced in May and no repairs have been needed sinceThere have been no reported breakdowns into our Emergency Road Service in this time period [redacted] stated [redacted] took away our ability to help her in this situation by not contacting us for assistanceHis office was also unable to find who she may have spoken to that guaranteed a full refund as she statedPlease be advised our decision in the matter remains the same 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, [redacted] Executive Assistant U-Haul International
August 5, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] *** [redacted] ***, our Executive Assistant for our [redacted] , followed up on the information [redacted] providedShe informed our office she spoke to [redacted] and discussed her concernsA refund for the Auto Transport in the amount of $was issued back to [redacted] ***’s [redacted] accountThe 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, [redacted] Executive Assistant U-Haul International
Thank you for your concern for our customer Ms [redacted] [redacted] , our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms [redacted] providedShe informed our office a refund for $was issued back to Ms [redacted] ’s credit card, which 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, [redacted] Executive AssistantU-Haul International
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 resolvedHowever, there is one question, when I did speak to ***, he said he would send me a VIP certificate for appreciation of my committment to pay U-haul on time diligently every month since October 2013, but he didn't say anything about filling my propane tank of my new homeI don't have a propane tank, as I don't have any gas appliancesSo, I'm not sure how that came aboutI do know, that I was very appreciative of [redacted] taking the time to contact me and go over my concernI am a fair person, and all I was asking was for the same fairness from the companyHe came through for me and I am very appreciative for thatHe had mentioned sending me a VIP certificate (a gift card I'm thinking) for me taking the time to contact them about my concern and being fair about itI really appreciated the fact that he took time out of his day to contact meWhen I closed out the account at the Debary location, however, it seemed that I had offended ***; and that was not my intentionI wasn't trying to cause anyone any added griefThank you again for your time and sending a gift card for my concern Regards, *** ***
August 14, Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] [redacted] the Executive Assistant in our [redacted] , AB Regional Office sent an e-mail to [redacted] apologizing for her recent experience with our company [redacted] also informed [redacted] she was refunding the entire amount of the rental of $to the credit card on file Our customer 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have not received dollars as stated by the companyAlso there has been no mention of my deposit which was not refundedIt was my understanding on the phone that I would get my deposit back on top of % of all costsfrom [redacted] Regards, [redacted]
July 15, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** [redacted] ***, Senior Staff for our [redacted] regional office located in [redacted] **, followed up on the information Mr [redacted] provided and sent him the following email in response: Dear [redacted] ***, I am sorry for the problems that you had with your reservation on the holiday and customer service that you receivedAs a one time customer service we will issue the $guaranteeThank you 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, [redacted] Executive Assistant U-Haul International
August 4, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] [redacted] ***, our Executive Assistant for our Northwest Colorado and Wyoming Regional Office, followed up on the information [redacted] provided and advised our office *** [redacted] was contacted and informed of a refund for the $Reservation Guarantee FeeThe refund was issued back to [redacted] ’s Master Card 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 themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
July 10, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our President for our [redacted] regional office, followed up on the information Ms [redacted] providedShe informed our office she spoke to Ms [redacted] and listened to her concernsMs [redacted] apologized for the problems she had and offered $as an adjustmentShe also assured our office she would be in contact with our Field Manager responsible to ensure the situation does not repeat itselfMs [redacted] relayed her appreciation for the call 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, [redacted] Executive Assistant U-Haul International
July 16, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our Executive Assistant for our [redacted] regional office, followed up on the information Ms [redacted] providedShe informed our office she spoke to Ms [redacted] and advised her of a refund for $toward her fuel expenseThe refund was issued back to Ms [redacted] ’s [redacted] account and 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, [redacted] Executive Assistant U-Haul International
August 6, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted] , whose name actually appears on the rental agreement [redacted] , our Executive Assistant for our Western New York Regional Office, followed up on the information Mr [redacted] providedShe informed our office she spoke to Ms [redacted] and addressed her concernsShe explained when they made their initial reservation, they were told the U-Haul truck was only available for hours and needed to be back by 7:am as it was already scheduled to be used by another family before they made their reservationOur U-Haul Center was able to allow them to keep the truck until 8:amThe contract was signed indicating the truck was due back at 8:amAs a result of them not abiding by the contract, we were not able to provide the truck for the next family and were forced to refund them the $Reservation Guarantee FeeMs [redacted] apologized the truck was not available for the length of time they wanted, however, they were advised this from the beginningShe also explained that a refund could not be issued as the charges on their contract are correct 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, [redacted] Executive Assistant U-Haul International
Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Mr [redacted] provided and sent him the following email in response: Hello Mr [redacted] ; I am emailing you today regarding the objection that you filed about your recent rental from our [redacted] U-Haul CenterMy Marketing Company President and myself have review this and it was decided that there will not be any refund offered to youI have pulled up your original reservation (see attached) and the truck was only reserved for 24hrs as you can see from the highlighted areasNotes were entered into your reservation about needing it for days was not entered until 8/when [redacted] convereted it to accomodate your needsThe reason why the rent was increase is because we have different fleets of equipment, equipment that is for intown rentals only and equipment that is for oneway rentals onlyYou reservation was for an intown rental, which yes it would of been $per day but once you had it converted over to our oneway rental fleet then the rate changesThe rental rate for a rental like yours for days is rated at $but we discounted the rate to $100.00, discount of $We understand your frustration, we sincerely do, as moving is very stressful for everyoneThe middle of Aug is Madisons student move in/out and college move in and for that period we restrict all our intown rentals to no more than an 8hr period so we are able to serve as many customers that are in need of our equipmentIn regards to the employee that you were speaking to, this situation was addressed directly to him and the employee now know how to properly address a situation like yours in the futureWe apologize for any undue stress this may of caused you but as we stated we will not be issuing any refund regarding this rentalWe do thank you for bringing this to our attention as we do appreciate your business and hope that you continue to use our services and productsThank you, [redacted] Executive Assistant U-Haul Co of SW [redacted] and [redacted] [redacted] 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, [redacted] Executive Assistant U-Haul International
July 3, 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] regional office, followed up on the information Mr [redacted] provided and sent him the following email in response: [redacted] , Hello,I have read your concern and I see that you were credited $to the card used for the rentalI will credit the additional cents to correct to the amount you had requestedSorry for any inconvenience you may have in regards to your rentalPlease feel free to contact me with any questions [redacted] Executive Assistant U-Haul of ***, [redacted] 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, [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 have pictures of the shared storage unit(s) clearly showing the breach of security from where the theft occurred as well I have a police report which includes the transaction slip for the stolen music (compact discs) bought by a local music store These items are on my cell phoneI can forward them tomorrow as tomorrow I re-new my plan I am sorry for any delay but again I am physically disabled and have had to pull the remaining compact discs from storage to itemize my loseThis is not entirely finished as even trying to run down some titles is proving impossibleThe inconvenience to me is overwhelming and quite painful, in many ways, having to start school in just over a week as well surgery coming up Again, my trust has been broken trusting Uhaul with my valuable and collectible itemsAs it appears you , as a customer, can NOT even insure against this kind of robbery, the theft of your items simply removed from your storage from over the shared wall of adjacent storage unitThere has to be "forced entry" according to Uhaul's insurance companyThis does not seem right and allows for this type of activity or theft ? Regards, [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] ***
September 11, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] , our Executive Assistant for our Long Island Regional Office, followed up on the information Ms [redacted] providedShe informed our office she spoke to Ms [redacted] and offered her apology for the inconvenience she experiencedShe also advised her of a refund for the Tow Dolly fee in the amount of $The refund was should post on her next [redacted] 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, [redacted] Executive Assistant U-Haul International
September 16, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers [redacted] and [redacted] [redacted] , our Executive Assistant for our Western New York Regional Office, reviewed Mr [redacted] recent comments and sent her the following email: Ms [redacted] I wanted to inform you that we did receive [redacted] letter that was sent to the Revdex.comI am currently working with customer service to get you all of the recorded phone callsThank you, [redacted] Executive Assistant U-Haul of Western New York 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, [redacted] Executive Assistant U-Haul International
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 Essentially, I had to go take care of it in person because the U-haul customer service is incompetent and non-existent Regards, [redacted]
Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our E [redacted] Regional Office, followed up on the information Mr [redacted] providedShe advised our office Mr [redacted] was given credit for extra miles and the Reservation Guarantee FeeShe also mentioned that Mr [redacted] had planned to hire movers from 9:AM to 3:PMAs U-Haul is a do-it-yourself moving company, we cannot be responsible for personal commitments, therefore, no further refunds our adjustments will be issued.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, [redacted] Executive AssistantU-Haul International
August 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our Lower Hudson Valley, followed up on the information Mr [redacted] provided and sent him the following email in response: Mr [redacted] I apologize for the delay in you getting your refundI have issued the refund today of and will be credited to the card used on the reservationThe credit will be applied in 3-business daysIf you need any further assitants please feel free to contact meThank you [redacted] 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, [redacted] Executive Assistant U-Haul International
July 29, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted] [redacted] , our President for our Eastern New York regional office, followed up on the recent comments [redacted] relayed to your officeHe informed our office the truck has gone over 1,miles since [redacted] ’s’s rental with no breakdowns or objections from other customer’s reportedThe truck in question was serviced in May and no repairs have been needed sinceThere have been no reported breakdowns into our Emergency Road Service in this time period [redacted] stated [redacted] took away our ability to help her in this situation by not contacting us for assistanceHis office was also unable to find who she may have spoken to that guaranteed a full refund as she statedPlease be advised our decision in the matter remains the same 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, [redacted] Executive Assistant U-Haul International
August 5, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] *** [redacted] ***, our Executive Assistant for our [redacted] , followed up on the information [redacted] providedShe informed our office she spoke to [redacted] and discussed her concernsA refund for the Auto Transport in the amount of $was issued back to [redacted] ***’s [redacted] accountThe 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, [redacted] Executive Assistant U-Haul International
Thank you for your concern for our customer Ms [redacted] [redacted] , our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms [redacted] providedShe informed our office a refund for $was issued back to Ms [redacted] ’s credit card, which 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, [redacted] Executive AssistantU-Haul International
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 resolvedHowever, there is one question, when I did speak to ***, he said he would send me a VIP certificate for appreciation of my committment to pay U-haul on time diligently every month since October 2013, but he didn't say anything about filling my propane tank of my new homeI don't have a propane tank, as I don't have any gas appliancesSo, I'm not sure how that came aboutI do know, that I was very appreciative of [redacted] taking the time to contact me and go over my concernI am a fair person, and all I was asking was for the same fairness from the companyHe came through for me and I am very appreciative for thatHe had mentioned sending me a VIP certificate (a gift card I'm thinking) for me taking the time to contact them about my concern and being fair about itI really appreciated the fact that he took time out of his day to contact meWhen I closed out the account at the Debary location, however, it seemed that I had offended ***; and that was not my intentionI wasn't trying to cause anyone any added griefThank you again for your time and sending a gift card for my concern Regards, *** ***
August 14, Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] [redacted] the Executive Assistant in our [redacted] , AB Regional Office sent an e-mail to [redacted] apologizing for her recent experience with our company [redacted] also informed [redacted] she was refunding the entire amount of the rental of $to the credit card on file Our customer 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have not received dollars as stated by the companyAlso there has been no mention of my deposit which was not refundedIt was my understanding on the phone that I would get my deposit back on top of % of all costsfrom [redacted] Regards, [redacted]
July 15, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** [redacted] ***, Senior Staff for our [redacted] regional office located in [redacted] **, followed up on the information Mr [redacted] provided and sent him the following email in response: Dear [redacted] ***, I am sorry for the problems that you had with your reservation on the holiday and customer service that you receivedAs a one time customer service we will issue the $guaranteeThank you 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, [redacted] Executive Assistant U-Haul International
August 4, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] [redacted] ***, our Executive Assistant for our Northwest Colorado and Wyoming Regional Office, followed up on the information [redacted] provided and advised our office *** [redacted] was contacted and informed of a refund for the $Reservation Guarantee FeeThe refund was issued back to [redacted] ’s Master Card 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 themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
July 10, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our President for our [redacted] regional office, followed up on the information Ms [redacted] providedShe informed our office she spoke to Ms [redacted] and listened to her concernsMs [redacted] apologized for the problems she had and offered $as an adjustmentShe also assured our office she would be in contact with our Field Manager responsible to ensure the situation does not repeat itselfMs [redacted] relayed her appreciation for the call 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, [redacted] Executive Assistant U-Haul International
July 16, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] ***, our Executive Assistant for our [redacted] regional office, followed up on the information Ms [redacted] providedShe informed our office she spoke to Ms [redacted] and advised her of a refund for $toward her fuel expenseThe refund was issued back to Ms [redacted] ’s [redacted] account and 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, [redacted] Executive Assistant U-Haul International
August 6, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted] , whose name actually appears on the rental agreement [redacted] , our Executive Assistant for our Western New York Regional Office, followed up on the information Mr [redacted] providedShe informed our office she spoke to Ms [redacted] and addressed her concernsShe explained when they made their initial reservation, they were told the U-Haul truck was only available for hours and needed to be back by 7:am as it was already scheduled to be used by another family before they made their reservationOur U-Haul Center was able to allow them to keep the truck until 8:amThe contract was signed indicating the truck was due back at 8:amAs a result of them not abiding by the contract, we were not able to provide the truck for the next family and were forced to refund them the $Reservation Guarantee FeeMs [redacted] apologized the truck was not available for the length of time they wanted, however, they were advised this from the beginningShe also explained that a refund could not be issued as the charges on their contract are correct 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, [redacted] Executive Assistant U-Haul International
Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Mr [redacted] provided and sent him the following email in response: Hello Mr [redacted] ; I am emailing you today regarding the objection that you filed about your recent rental from our [redacted] U-Haul CenterMy Marketing Company President and myself have review this and it was decided that there will not be any refund offered to youI have pulled up your original reservation (see attached) and the truck was only reserved for 24hrs as you can see from the highlighted areasNotes were entered into your reservation about needing it for days was not entered until 8/when [redacted] convereted it to accomodate your needsThe reason why the rent was increase is because we have different fleets of equipment, equipment that is for intown rentals only and equipment that is for oneway rentals onlyYou reservation was for an intown rental, which yes it would of been $per day but once you had it converted over to our oneway rental fleet then the rate changesThe rental rate for a rental like yours for days is rated at $but we discounted the rate to $100.00, discount of $We understand your frustration, we sincerely do, as moving is very stressful for everyoneThe middle of Aug is Madisons student move in/out and college move in and for that period we restrict all our intown rentals to no more than an 8hr period so we are able to serve as many customers that are in need of our equipmentIn regards to the employee that you were speaking to, this situation was addressed directly to him and the employee now know how to properly address a situation like yours in the futureWe apologize for any undue stress this may of caused you but as we stated we will not be issuing any refund regarding this rentalWe do thank you for bringing this to our attention as we do appreciate your business and hope that you continue to use our services and productsThank you, [redacted] Executive Assistant U-Haul Co of SW [redacted] and [redacted] [redacted] 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, [redacted] Executive Assistant U-Haul International