[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
July 31, [redacted] ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], a Customer Service Manager, reviewed the information [redacted] provided and offered the following response:Hello [redacted]. Thank you for contacting us regarding your...
concern with the advertisement on uhaul.com. We do apologize for any confusion with the rate system on our website. There is an option to enter the destination zip code which will provide the one way rate rather than the in town rate. This information is disclosed on [redacted], but is dependent on the person making the reservation to enter their destination information. If you have any additional questions or concerns, feel free to give us a call at [redacted] for immediate assistance. Thank you, [redacted] Customer Service ManagerOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 14, 2014
Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] in our [redacted] Regional Office informed us a credit of $232.78 was refunded to [redacted] on 8/14. [redacted] sent an e-mail to...
[redacted] with this information and also offered her sincere apology for his recent experience with our company.
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
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Western [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Good afternoon Mr. [redacted], I am writing to you in regards to the...
recent [redacted] complaint you issued. We did speak throughout this process, I was the representative that processed your refund and handled your complaint. I do apologize for the issues that arose from the wiring installation at the U-Haul of East Ridge Rd Center. I did take note of your complaints with the General Manager at that facility and the Marketing Company President did handle the situation accordingly with him as well, your complaints about him were not ignored. We have already refunded you the cost of the repair and we only charged for the hitch you kept along with the hitch installation labor and the warranty. All of this was agreed upon in our conversations. We cannot extended anymore refunds but I can offer a $50.00 VIP which has been emailed to this address. This gift certificate is valid for 2 years and is good for any product we offer including propane, truck/trailer rentals, storage, boxes, moving help and more. This can be used in any U-Haul Center in Canada or the USA. Once again I am sorry for all the issues and conflicts that arose from the initial install and your complaints in regards to the General Manager have not been ignored. Thank you, [redacted] Executive Assistant U-Haul Co. of Western [redacted] Office ###-###-#### Ext [redacted]
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], Senior Staff for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted]. She advised our office their decision in the matter remains the same. Other than the refund for $300 previously issued, no further refunds or adjustments will be made.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
July 14, 2014
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] provided and sent her the...
following email in response:
Hello [redacted] I apologize for the confusion you received from one of my representatives. I will honor the reservation guarantee as it appears it was not explained properly to you.. Thank You, [redacted] Marketing Company President
The refund for $50 was issued by check and Ms. [redacted] should receive the check within the next 10 business days.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
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.
We did speak with [redacted] in the days following our complaint issued with the Revdex.com. However, we refused to take the offer of $350 as this amount was in no way a compromise with our desired settlement. We had originally been promised $100 alone for the first setback in our move, the pickup of our U-Box in [redacted], a refund for which, curiously enough, [redacted] could find no record in our account documentation. This oversight is part of our larger case about U-Haul’s faulty documentation regarding their side of our business interaction. As noted in our complaint, we were also treated unprofessionally by [redacted] in arguing our case, who spoke both with condescension, refusing any blame on the part of U-Haul, and in a threatening manner about how we really have no other recourse but to accept the few hundred dollars because they have “enough evidence against us” and that ultimately the Revdex.com “hardly does anything”. We do not want to be simply “paid off”, and for such a measly sum. We were hoping for U-Haul to show a sincere attempt to meet us half way with our disastrous case. We are still holding out for a greater sense of sympathy on the part of U-Haul if it is really true as [redacted] says: “Our customers are very important to us”.
Central to our case is that U-Haul’s guarantee to us for the arrival date of our belongings was not met. The excuses that U-Haul have provided for this gross delay about late paperwork (it was not late but sent on the same day of its scheduled departure) and customs (there is no mention whatsoever in the website that this might be a factor affecting their guaranteed date) are insufficient, and deceptive in relation to the way that the U-Box service is marketed on the U-Haul website. Therefore, we seek a greater settlement than what has been offered.
To the Revdex.com, we cannot thank you enough for your invaluable assistance in arbitrating our case against U-Haul.
Regards,
[redacted] and [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. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $59.92, which is half of the labor and...
wiring fee. The refund was issued back to Mr. [redacted]’s [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,[redacted]Executive AssistantU-Haul International
August 14, 2014
Revdex.com #[redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract. [redacted] the GM of the [redacted] Center spoke to [redacted] and informed her he would give her a 30 day free storage coupon to be...
used next year for [redacted] college move.
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
September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul at [redacted], followed up on the information [redacted] provided and sent him the following email in response:Good Morning [redacted], I have sent you the 50.00...
dollar resaervation guarantee. It will show up in your account with 3 to 5 business days, I would like to apoligize for the inconveinence. [redacted] Gen. Manager [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
September 2, 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 [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms....
[redacted] was contacted and offered an apology for the inconvenience she experienced and our dealers behavior. A refund for the $50 Reservation Guarantee Fee was issued to Ms. [redacted] by check and should be received within the next 10 business days. Ms. [redacted] also offered Ms. [redacted] a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The Certificate was sent by email.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 5, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted].
[redacted], our President for our Orlando Regional Office, followed up on the information [redacted] provided and sent her the following email in response:...
Dear [redacted], I received your letter addressed to the Revdex.com. Let me try and reply as well as I know how. I was not at the location when you rented the trailer. However, I will attempt to explain some of the things that maybe we did not make clear or that you did not understand. First let me say that I am sorry for all of the inconvenience you have endured during this move. I know moving is stressful and although things do not always go as planned, U-Haul tries very hard to be there to help you along the way. It sounds like maybe we failed you on this trip. I truly apologize. The first concern I see you had was that the hitch for the car was incorrect. I have double checked this hookup. Hitch number 36291 is the hitch you purchased and is the correct hitch for a 1999 Toyota Camry. This hitch is made per manufacturer specs and is rated to pull up to 3500 pounds of weight behind your car. This is more than sufficient for a U-Haul 5x8 trailer. The trailer empty weighs about 840 pounds empty. It would be nearly impossible for you to overload your vehicle moving normal household furniture with this trailer. This size vehicle makes these trips pulling U-Haul trailers all the time and have for over 50 years. The second concern is that the car overheated. While this is unfortunate and I am truly sorry for the overheating problem this may have been a blockage in your cooling system that could not have been foreseen by U-Haul or by yourself. U-Haul does have a way of helping older vehicles with trips like this. It is called a transmission cooler. This helps to cool the transmission and the engine oil and keeps the vehicle from overheating. We offer these to all customers who need them and when denied to purchase we have you initial a box where we offered. The initials are on your receipt signed by [redacted] given to him when you had the installation done. Had to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke down. U-Haul deep discounted the rental to help you out in this situation. The 14 foot truck regular rental rate for this trip is $549. U-Haul discounted to $389. the Tow Dolly was discounted from $121 to $49. The trailer that had been towed from Orlando to Lake City was completely refunded from $206 to zero dollars although you had it at least one full day and driven several hundred miles with it. This was all done in the name of customer service to help you with this move. The U-Haul in Florida did the hitch wiring improperly causing me to have to unplug my battery cables when the car is parked so the battery does not go dead. I have reviewed this installation and it appears the proper part was installed. Still, this should not cause the battery to be going dead. If you had to have this repaired, please forward the repair bill to me so we can take a look to see if your warranty might cover the reimbursement of that bill. It was not in the paperwork received from the Revdex.com. If you have not had this repaired, and it is still a problem, please take it to the nearest full service U-Haul Center with you hitch paperwork and a copy of this letter. The full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removed. Again, I do apologize for all of the problems you endured. We strive to make every move go seamlessly. Sometimes we fail. I do not see how we could refund the rental of the truck and Tow Dolly in this case. I will take a look at the repair on the car if you can forward that to me. I would be glad to forward you a $100 VIP Certificate to discount a future rental if you would like. Just let me know. Thank you, [redacted]@uhaul.com, President, U-Haul Company of Orlando
A refund for the trailer in the amount of $219.39 was refunded on June 27th back to their [redacted] Card account. A refund for $300 as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4th. The refunds should have posted on their last credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
September 22, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our President for our Memphis Regional Office, reviewed the recent comments from Mr. [redacted] and left a message for a return call in addition to sending him the following email in response:
Mr. [redacted], We do apologize for not being able to fufill your reservation for wiring at our store in Jackson, TN. We depend on customers like yourself and do regret We were not able to provide the service requested. I do hope you will give us another oportunity to serve you in the future and would encourage you to use the certificates mailed to your email address at that time. Sincerely, [redacted]
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
September 22, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
[redacted], our Executive Assistant for our [redacted], reviewed the recent information [redacted] provided. She informed our office [redacted] was contacted on or about September 11th and was advised of a refund for $95.50 that was issued back to her credit card. The refund should post on her next credit card statement.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office [redacted] was provided with moving...
help services in the amount of $543.95 paid for by U-Haul to cover the delivery and unloading of her U-Boxes.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
August 25, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office,...
in addition to the refund for $295.44 issued to [redacted]’s [redacted] account on August 23rd, a supplemental refund for $201.72 was issued back to the same [redacted] account on August 24th. Both refunds should post on his next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your concern for our customer Mr. [redacted].[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
July 24, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted]l, our Executive Assistant for our [redacted]regional office, followed up on the information [redacted] provided. She informed our office a refund for...
$893 was issued to [redacted] as an adjustment on his rental along with two $300 VIP Certificates for his moving help.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 12, 2014
Revdex.com # [redacted]
U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].
[redacted] in our Columbus, OH Regional Office offered this response:
Mr. [redacted] was moved because the person who had the truck before his scheduled reservation didn't return on...
time. He called just before his due time to inform the location he wouldn't be bringing the truck back until 8pm. We had to move Mr. [redacted] to the closest location with an available truck at the last minute for which we are sorry. Unfortunately it was out of our control and just too late to try to get a truck to that location for his move. We refunded a total of $150 that will cover his movers and his extra fuel. ..................Thank you, [redacted]
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
August 21, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent her the following email in response:Dear [redacted], I am in...
receipt of your complaint concerning the problems you had with your rental. I appreciate you letting us know about this. Our objective is no less than 100% customer satisfaction. U-Haul does not want a single customer to have a bad experience. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. Number two (4) of the additional terms and conditions for equipment rental reads as follows: "customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of the equipment, including failure of the equipment to operate properly." However, you are a valued customer and [redacted] felt compensation was due for your frustrations, so he refunded you almost 15% of your rental back. A credit of $150.00 has been issued to your credit card on 6/29. As for missing two days of work, I do apologize if you did, but when I look at your rental contract, I show you picked up on 6/22/14 and dropped of on 6/23/14. So it appears that your were not delayed by the performance of our truck. There will be no further refunds, however, I am going to email you a $100 VIP certificate that can be used for any rental items, sales items, or propane at any U-Haul location or online. You have my apologies and I hope you will give U-Haul another chance to serve you in the future. Sincerely, [redacted] U-Haul Company of [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[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]
July 31, [redacted] ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], a Customer Service Manager, reviewed the information [redacted] provided and offered the following response:Hello [redacted]. Thank you for contacting us regarding your...
concern with the advertisement on uhaul.com. We do apologize for any confusion with the rate system on our website. There is an option to enter the destination zip code which will provide the one way rate rather than the in town rate. This information is disclosed on [redacted], but is dependent on the person making the reservation to enter their destination information. If you have any additional questions or concerns, feel free to give us a call at [redacted] for immediate assistance. Thank you, [redacted] Customer Service ManagerOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 14, 2014
Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] in our [redacted] Regional Office informed us a credit of $232.78 was refunded to [redacted] on 8/14. [redacted] sent an e-mail to...
[redacted] with this information and also offered her sincere apology for his recent experience with our company.
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
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Western [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Good afternoon Mr. [redacted], I am writing to you in regards to the...
recent [redacted] complaint you issued. We did speak throughout this process, I was the representative that processed your refund and handled your complaint. I do apologize for the issues that arose from the wiring installation at the U-Haul of East Ridge Rd Center. I did take note of your complaints with the General Manager at that facility and the Marketing Company President did handle the situation accordingly with him as well, your complaints about him were not ignored. We have already refunded you the cost of the repair and we only charged for the hitch you kept along with the hitch installation labor and the warranty. All of this was agreed upon in our conversations. We cannot extended anymore refunds but I can offer a $50.00 VIP which has been emailed to this address. This gift certificate is valid for 2 years and is good for any product we offer including propane, truck/trailer rentals, storage, boxes, moving help and more. This can be used in any U-Haul Center in Canada or the USA. Once again I am sorry for all the issues and conflicts that arose from the initial install and your complaints in regards to the General Manager have not been ignored. Thank you, [redacted] Executive Assistant U-Haul Co. of Western [redacted] Office ###-###-#### Ext [redacted]
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], Senior Staff for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted]. She advised our office their decision in the matter remains the same. Other than the refund for $300 previously issued, no further refunds or adjustments will be made.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
July 14, 2014
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] provided and sent her the...
following email in response:
Hello [redacted] I apologize for the confusion you received from one of my representatives. I will honor the reservation guarantee as it appears it was not explained properly to you.. Thank You, [redacted] Marketing Company President
The refund for $50 was issued by check and Ms. [redacted] should receive the check within the next 10 business days.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
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.
We did speak with [redacted] in the days following our complaint issued with the Revdex.com. However, we refused to take the offer of $350 as this amount was in no way a compromise with our desired settlement. We had originally been promised $100 alone for the first setback in our move, the pickup of our U-Box in [redacted], a refund for which, curiously enough, [redacted] could find no record in our account documentation. This oversight is part of our larger case about U-Haul’s faulty documentation regarding their side of our business interaction. As noted in our complaint, we were also treated unprofessionally by [redacted] in arguing our case, who spoke both with condescension, refusing any blame on the part of U-Haul, and in a threatening manner about how we really have no other recourse but to accept the few hundred dollars because they have “enough evidence against us” and that ultimately the Revdex.com “hardly does anything”. We do not want to be simply “paid off”, and for such a measly sum. We were hoping for U-Haul to show a sincere attempt to meet us half way with our disastrous case. We are still holding out for a greater sense of sympathy on the part of U-Haul if it is really true as [redacted] says: “Our customers are very important to us”.
Central to our case is that U-Haul’s guarantee to us for the arrival date of our belongings was not met. The excuses that U-Haul have provided for this gross delay about late paperwork (it was not late but sent on the same day of its scheduled departure) and customs (there is no mention whatsoever in the website that this might be a factor affecting their guaranteed date) are insufficient, and deceptive in relation to the way that the U-Box service is marketed on the U-Haul website. Therefore, we seek a greater settlement than what has been offered.
To the Revdex.com, we cannot thank you enough for your invaluable assistance in arbitrating our case against U-Haul.
Regards,
[redacted] and [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. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $59.92, which is half of the labor and...
wiring fee. The refund was issued back to Mr. [redacted]’s [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,[redacted]Executive AssistantU-Haul International
August 14, 2014
Revdex.com #[redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract. [redacted] the GM of the [redacted] Center spoke to [redacted] and informed her he would give her a 30 day free storage coupon to be...
used next year for [redacted] college move.
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
September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul at [redacted], followed up on the information [redacted] provided and sent him the following email in response:Good Morning [redacted], I have sent you the 50.00...
dollar resaervation guarantee. It will show up in your account with 3 to 5 business days, I would like to apoligize for the inconveinence. [redacted] Gen. Manager [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
September 2, 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 [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms....
[redacted] was contacted and offered an apology for the inconvenience she experienced and our dealers behavior. A refund for the $50 Reservation Guarantee Fee was issued to Ms. [redacted] by check and should be received within the next 10 business days. Ms. [redacted] also offered Ms. [redacted] a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The Certificate was sent by email.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 5, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted].
[redacted], our President for our Orlando Regional Office, followed up on the information [redacted] provided and sent her the following email in response:...
Dear [redacted], I received your letter addressed to the Revdex.com. Let me try and reply as well as I know how. I was not at the location when you rented the trailer. However, I will attempt to explain some of the things that maybe we did not make clear or that you did not understand. First let me say that I am sorry for all of the inconvenience you have endured during this move. I know moving is stressful and although things do not always go as planned, U-Haul tries very hard to be there to help you along the way. It sounds like maybe we failed you on this trip. I truly apologize. The first concern I see you had was that the hitch for the car was incorrect. I have double checked this hookup. Hitch number 36291 is the hitch you purchased and is the correct hitch for a 1999 Toyota Camry. This hitch is made per manufacturer specs and is rated to pull up to 3500 pounds of weight behind your car. This is more than sufficient for a U-Haul 5x8 trailer. The trailer empty weighs about 840 pounds empty. It would be nearly impossible for you to overload your vehicle moving normal household furniture with this trailer. This size vehicle makes these trips pulling U-Haul trailers all the time and have for over 50 years. The second concern is that the car overheated. While this is unfortunate and I am truly sorry for the overheating problem this may have been a blockage in your cooling system that could not have been foreseen by U-Haul or by yourself. U-Haul does have a way of helping older vehicles with trips like this. It is called a transmission cooler. This helps to cool the transmission and the engine oil and keeps the vehicle from overheating. We offer these to all customers who need them and when denied to purchase we have you initial a box where we offered. The initials are on your receipt signed by [redacted] given to him when you had the installation done. Had to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke down. U-Haul deep discounted the rental to help you out in this situation. The 14 foot truck regular rental rate for this trip is $549. U-Haul discounted to $389. the Tow Dolly was discounted from $121 to $49. The trailer that had been towed from Orlando to Lake City was completely refunded from $206 to zero dollars although you had it at least one full day and driven several hundred miles with it. This was all done in the name of customer service to help you with this move. The U-Haul in Florida did the hitch wiring improperly causing me to have to unplug my battery cables when the car is parked so the battery does not go dead. I have reviewed this installation and it appears the proper part was installed. Still, this should not cause the battery to be going dead. If you had to have this repaired, please forward the repair bill to me so we can take a look to see if your warranty might cover the reimbursement of that bill. It was not in the paperwork received from the Revdex.com. If you have not had this repaired, and it is still a problem, please take it to the nearest full service U-Haul Center with you hitch paperwork and a copy of this letter. The full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removed. Again, I do apologize for all of the problems you endured. We strive to make every move go seamlessly. Sometimes we fail. I do not see how we could refund the rental of the truck and Tow Dolly in this case. I will take a look at the repair on the car if you can forward that to me. I would be glad to forward you a $100 VIP Certificate to discount a future rental if you would like. Just let me know. Thank you, [redacted]@uhaul.com, President, U-Haul Company of Orlando
A refund for the trailer in the amount of $219.39 was refunded on June 27th back to their [redacted] Card account. A refund for $300 as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4th. The refunds should have posted on their last credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
September 22, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our President for our Memphis Regional Office, reviewed the recent comments from Mr. [redacted] and left a message for a return call in addition to sending him the following email in response:
Mr. [redacted], We do apologize for not being able to fufill your reservation for wiring at our store in Jackson, TN. We depend on customers like yourself and do regret We were not able to provide the service requested. I do hope you will give us another oportunity to serve you in the future and would encourage you to use the certificates mailed to your email address at that time. Sincerely, [redacted]
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
September 22, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
[redacted], our Executive Assistant for our [redacted], reviewed the recent information [redacted] provided. She informed our office [redacted] was contacted on or about September 11th and was advised of a refund for $95.50 that was issued back to her credit card. The refund should post on her next credit card statement.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office [redacted] was provided with moving...
help services in the amount of $543.95 paid for by U-Haul to cover the delivery and unloading of her U-Boxes.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
August 25, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office,...
in addition to the refund for $295.44 issued to [redacted]’s [redacted] account on August 23rd, a supplemental refund for $201.72 was issued back to the same [redacted] account on August 24th. Both refunds should post on his next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
Thank you for your concern for our customer Mr. [redacted].[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
July 24, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted]l, our Executive Assistant for our [redacted]regional office, followed up on the information [redacted] provided. She informed our office a refund for...
$893 was issued to [redacted] as an adjustment on his rental along with two $300 VIP Certificates for his moving help.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
August 12, 2014
Revdex.com # [redacted]
U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].
[redacted] in our Columbus, OH Regional Office offered this response:
Mr. [redacted] was moved because the person who had the truck before his scheduled reservation didn't return on...
time. He called just before his due time to inform the location he wouldn't be bringing the truck back until 8pm. We had to move Mr. [redacted] to the closest location with an available truck at the last minute for which we are sorry. Unfortunately it was out of our control and just too late to try to get a truck to that location for his move. We refunded a total of $150 that will cover his movers and his extra fuel. ..................Thank you, [redacted]
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
August 21, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent her the following email in response:Dear [redacted], I am in...
receipt of your complaint concerning the problems you had with your rental. I appreciate you letting us know about this. Our objective is no less than 100% customer satisfaction. U-Haul does not want a single customer to have a bad experience. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. Number two (4) of the additional terms and conditions for equipment rental reads as follows: "customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of the equipment, including failure of the equipment to operate properly." However, you are a valued customer and [redacted] felt compensation was due for your frustrations, so he refunded you almost 15% of your rental back. A credit of $150.00 has been issued to your credit card on 6/29. As for missing two days of work, I do apologize if you did, but when I look at your rental contract, I show you picked up on 6/22/14 and dropped of on 6/23/14. So it appears that your were not delayed by the performance of our truck. There will be no further refunds, however, I am going to email you a $100 VIP certificate that can be used for any rental items, sales items, or propane at any U-Haul location or online. You have my apologies and I hope you will give U-Haul another chance to serve you in the future. Sincerely, [redacted] U-Haul Company of [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International