August 15, 2014
Revdex.com # [redacted]
U-Haul Ref# [redacted]
Thank you for your continued concern for our customer [redacted].
[redacted]'s comments were reviewed again and the Regional President, [redacted], and the Center General Manager, [redacted], stand by their initial response to [redacted]'s concerns. Please see [redacted]'s original reply to this Revdex.com file.
Thank you again for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-haul International
July 7, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and...
advised of a refund per her request.
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 does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This guy is running a scan.
According to his own statement.
He admits that 1 or 2 gallons of gas is 1/8 of a tank.
I'm afraid not.
Also 8 mile to the gallon. Is that highway miles.
I attest that there was 5/8 of a tank when we returned the truck.
The reason I know it's a scam is he encouraged us to no add gas.
I will follow up with uhaul corporate .
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
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.
While yes, the company reimbursed me for the third box, I do not feel that this makes up for the delays and stress this company has put me through during my move.
The company never offered to help resolve my issue. I was simply told there was nothing they could do as mu boxes had been shipped.
I had to spend hours of my time and using my limited minutes, in order to get them to agree to giving me a 3rd box.
I also asked when speaking with a representative what I would be Compensated and was told the entire cost of the transaction. Which I was told was $2500.
I had asked the company to mail me. All of my transcripts but the ones that included me asking this question were not included.
This company has been above and beyond unprofessional and I am extremely dissatisfied with their service.
Regards,
[redacted]
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 am not at all satisfied with the response from U-Haul. They have handled this concern with very poor customer service, I have received calls from several employees stating that they are customer service reps, managers, regional manager etc... They are all very rude and not professional at all. I did not propose the idea of a full refund when I made my initial complaint, that offer was made to me by a U-Haul employee which I accepted. The initial transaction was made on 6/28/14 and the actual charges did not hit my bank until 7/3/14, that is very unusual due to the fact that my financial institution states that the charge should not have taken that amount of time to post . It seems to me the person who offered the refund went ahead and held the payment but then someone else put the charge through. I am only assuming that this is what happened. As far as a full refund not being warranted as per U-Haul regional manager, that is something they should deal with internally, a full refund was promised and guaranteed and I expect them to stand by it. In any case I should not have to suffer the consecuences, they should address the people who they employ and follow up with them on how to handle these situations properly. I am due the full refund and will accept nothing less than that.
[redacted]
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
you people are unbelievable rest assured,this matter is not finished.
I will prove that this guy is a scam.I promise.
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 Mr. [redacted] was contacted and they were able to reach an amicable resolution. He was given an...
extreme rental discount for a 10-foot truck and a $200 VIP Certificate to cover the cost of the rental, which will enable Mr. [redacted] to complete his move to [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 concern for our customer Mr. [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:Mr. [redacted], Your communication to my corporate office has been...
forwarded to my attention for review and resolution. Please accept my sincere apology for the service you described as receiving from at our u-haul centers. We expect our employees to provide every customer with the highest level of service, and I’m sorry this was not your experience. I would like to address each of your concerns. Our employees are directed to call you once your .U-Boxes arrive at their location to confirm your plan with you. Many customers have changes in their plans. We do offer storage of your U-Box PODS as long as you need to store, however if the warehouse is full at the receiving location we inform you that if you would like to leave them in storage, they will be moved to the nearest location with available indoor storage. This happened to be our independent dealer in St Louis Park (who I can guarantee you have the proper insurance to store U-Box Pods) I see that at the time you were informed of this, you asked about accessing your U-Box Pods. You were informed that as long as you schedule this in advance, yes, you are able to access then at this location. Accessing would mean your box to add or remove a few items. This independent dealer does not offer the ability for loading or unloading on their property. When you called to schedule unloading on the lot, they should have let you know we would have the U-Boxes brought back to [redacted] for you to do that. I am sorry they did not communicate that to you and I will make sure the area manager reviews this with them. And as noted online, Truck delivery available in most areas (this is not one of the areas we have that available) At home delivery available Designed for you or your Moving Helpers® to load and unload easily! I am sorry they did not communicate that to you and I will make sure the area manager reviews this with them. In regard to the insurance you elected in Seattle. Once you elect the insurance coverage we do need your signature to remove it. This is for your protection. You can also use your online access to your account to remove it yourself. As noted online, (Online management: Pay and manage your U-Box moving and storage pods online.) I see that you were charged by U-Haul for this insurance for three months, and you only wanted the coverage for one. Due to you not being explained the process properly, I have credited your card $150.00 for the additional two months of coverage we charged you. We value you as a customer and in doing so a VIP certificate has been issued and sent to you in a separate email. The certificate may be used for Moving helpers to pick up your U-Box PODS, deliver them to your home and unload them for you should you elect to schedule them to complete your move for you. If not please call our local office and let them know you would like them moved back to the [redacted] location to unload onsite Thank you, [redacted] U-Haul Co. 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
August 25, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office he issued [redacted]...
a refund for the $30 service fee as requested. The refund was issued back to her [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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 5, 2014
Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted]. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued a refund...
for the extra day charges in the amount of $22.81. The refund was issued back to [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 them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International
July 29, 2014
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 office. He informed our office the truck has gone over 1,300 miles since [redacted]’s’s rental with no breakdowns or objections from other customer’s reported. The truck in question was serviced in May 2014 and no repairs have been needed since. There 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 assistance. His office was also unable to find who she may have spoken to that guaranteed a full refund as she stated. Please 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 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 16, 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] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and...
advised her of a refund for $150 toward her fuel expense. The 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 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 16, 2014
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.com. I am currently working with customer service to get you all of the recorded phone calls. Thank 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 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 11, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Mr. [redacted] and relayed the information she received after the situation was investigated by [redacted] Insurance Company:
Damages claimed to the wheel well are in an area that we would not have been near during the installation of the transmission cooler or brake controller and is consistent with a high speed rubbing or road debris against the plastic wheel well area. There is no indication or proof this was caused by U-Haul and the damages appear to be unrelated to any work done by U-Haul.
Please 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 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 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left two...
separate messages on July 2nd and 3rd offering her apology and requested a return call if they wished to discuss their concerns further.
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 Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $80 back to her [redacted]...
account, 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 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, [redacted] ID#: [redacted]-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted], advised our office he spoke to [redacted] and offered his sincere apology. He addressed her concerns and...
acknowledged that, while [redacted] was not familiar with towing, she encountered several issues that caused her to be inconvenienced and our response may have been less than professional at the time of her rental. Therefore, in addition to a refund for the $50 Reservation Guarantee Fee issued to her [redacted] account on August 5th, [redacted] issued a supplemental refund for $188.30 as requested back to the same [redacted] account. Both refunds should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual contract.
[redacted], our Executive Assistant for our [redacted], followed up on the information Mr. [redacted] provided. She informed our office the truck Ms. [redacted] rented...
was at 3/4 of a tank of fuel. Although our U-Haul employee viewed the gauge to be actually at 7/8 of a tank, they kept the reading at 3/4. When the truck was returned, the gauge was between 3/4 and 7/8. Mr. [redacted] or Ms. [redacted] put more fuel in the tank than needed, however, per the rental agreement, we do not refund for extra fuel put in the tank.
As we value Ms. [redacted] as a customer, we sent her 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. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
July 21, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Ms. [redacted] and Mr. [redacted].
[redacted], our Executive Assistant for our Northern Alberta, Saskatchewan, and NWT, reviewed the information Ms. [redacted] recently provided. She informed our office she spoke to Ms. [redacted] and came to a conclusion that the refunds issued did not process as the card on file was not a credit card. Ms. [redacted] advised Ms. [redacted] a check for the refund has been requested and should be received within the next 10 business days.
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 6, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided. She informed our office she...
spoke to [redacted] and discussed their concerns. She offered to issue them a refund for $500 as an adjustment on their move. [redacted] advised her he would need to call her back.
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 15, 2014
Revdex.com # [redacted]
U-Haul Ref# [redacted]
Thank you for your continued concern for our customer [redacted].
[redacted]'s comments were reviewed again and the Regional President, [redacted], and the Center General Manager, [redacted], stand by their initial response to [redacted]'s concerns. Please see [redacted]'s original reply to this Revdex.com file.
Thank you again for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-haul International
July 7, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and...
advised of a refund per her request.
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 does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This guy is running a scan.
According to his own statement.
He admits that 1 or 2 gallons of gas is 1/8 of a tank.
I'm afraid not.
Also 8 mile to the gallon. Is that highway miles.
I attest that there was 5/8 of a tank when we returned the truck.
The reason I know it's a scam is he encouraged us to no add gas.
I will follow up with uhaul corporate .
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
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.
While yes, the company reimbursed me for the third box, I do not feel that this makes up for the delays and stress this company has put me through during my move.
The company never offered to help resolve my issue. I was simply told there was nothing they could do as mu boxes had been shipped.
I had to spend hours of my time and using my limited minutes, in order to get them to agree to giving me a 3rd box.
I also asked when speaking with a representative what I would be Compensated and was told the entire cost of the transaction. Which I was told was $2500.
I had asked the company to mail me. All of my transcripts but the ones that included me asking this question were not included.
This company has been above and beyond unprofessional and I am extremely dissatisfied with their service.
Regards,
[redacted]
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 am not at all satisfied with the response from U-Haul. They have handled this concern with very poor customer service, I have received calls from several employees stating that they are customer service reps, managers, regional manager etc... They are all very rude and not professional at all. I did not propose the idea of a full refund when I made my initial complaint, that offer was made to me by a U-Haul employee which I accepted. The initial transaction was made on 6/28/14 and the actual charges did not hit my bank until 7/3/14, that is very unusual due to the fact that my financial institution states that the charge should not have taken that amount of time to post . It seems to me the person who offered the refund went ahead and held the payment but then someone else put the charge through. I am only assuming that this is what happened. As far as a full refund not being warranted as per U-Haul regional manager, that is something they should deal with internally, a full refund was promised and guaranteed and I expect them to stand by it. In any case I should not have to suffer the consecuences, they should address the people who they employ and follow up with them on how to handle these situations properly. I am due the full refund and will accept nothing less than that.
[redacted]
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
you people are unbelievable rest assured,this matter is not finished.
I will prove that this guy is a scam.I promise.
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 Mr. [redacted] was contacted and they were able to reach an amicable resolution. He was given an...
extreme rental discount for a 10-foot truck and a $200 VIP Certificate to cover the cost of the rental, which will enable Mr. [redacted] to complete his move to [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 concern for our customer Mr. [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:Mr. [redacted], Your communication to my corporate office has been...
forwarded to my attention for review and resolution. Please accept my sincere apology for the service you described as receiving from at our u-haul centers. We expect our employees to provide every customer with the highest level of service, and I’m sorry this was not your experience. I would like to address each of your concerns. Our employees are directed to call you once your .U-Boxes arrive at their location to confirm your plan with you. Many customers have changes in their plans. We do offer storage of your U-Box PODS as long as you need to store, however if the warehouse is full at the receiving location we inform you that if you would like to leave them in storage, they will be moved to the nearest location with available indoor storage. This happened to be our independent dealer in St Louis Park (who I can guarantee you have the proper insurance to store U-Box Pods) I see that at the time you were informed of this, you asked about accessing your U-Box Pods. You were informed that as long as you schedule this in advance, yes, you are able to access then at this location. Accessing would mean your box to add or remove a few items. This independent dealer does not offer the ability for loading or unloading on their property. When you called to schedule unloading on the lot, they should have let you know we would have the U-Boxes brought back to [redacted] for you to do that. I am sorry they did not communicate that to you and I will make sure the area manager reviews this with them. And as noted online, Truck delivery available in most areas (this is not one of the areas we have that available) At home delivery available Designed for you or your Moving Helpers® to load and unload easily! I am sorry they did not communicate that to you and I will make sure the area manager reviews this with them. In regard to the insurance you elected in Seattle. Once you elect the insurance coverage we do need your signature to remove it. This is for your protection. You can also use your online access to your account to remove it yourself. As noted online, (Online management: Pay and manage your U-Box moving and storage pods online.) I see that you were charged by U-Haul for this insurance for three months, and you only wanted the coverage for one. Due to you not being explained the process properly, I have credited your card $150.00 for the additional two months of coverage we charged you. We value you as a customer and in doing so a VIP certificate has been issued and sent to you in a separate email. The certificate may be used for Moving helpers to pick up your U-Box PODS, deliver them to your home and unload them for you should you elect to schedule them to complete your move for you. If not please call our local office and let them know you would like them moved back to the [redacted] location to unload onsite Thank you, [redacted] U-Haul Co. 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
August 25, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office he issued [redacted]...
a refund for the $30 service fee as requested. The refund was issued back to her [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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
August 5, 2014
Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted]. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued a refund...
for the extra day charges in the amount of $22.81. The refund was issued back to [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 them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, [redacted] Executive Assistant U-Haul International
July 29, 2014
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 office. He informed our office the truck has gone over 1,300 miles since [redacted]’s’s rental with no breakdowns or objections from other customer’s reported. The truck in question was serviced in May 2014 and no repairs have been needed since. There 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 assistance. His office was also unable to find who she may have spoken to that guaranteed a full refund as she stated. Please 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 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 16, 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] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and...
advised her of a refund for $150 toward her fuel expense. The 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 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 16, 2014
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.com. I am currently working with customer service to get you all of the recorded phone calls. Thank 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 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 11, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Mr. [redacted] and relayed the information she received after the situation was investigated by [redacted] Insurance Company:
Damages claimed to the wheel well are in an area that we would not have been near during the installation of the transmission cooler or brake controller and is consistent with a high speed rubbing or road debris against the plastic wheel well area. There is no indication or proof this was caused by U-Haul and the damages appear to be unrelated to any work done by U-Haul.
Please 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 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 8, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left two...
separate messages on July 2nd and 3rd offering her apology and requested a return call if they wished to discuss their concerns further.
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 Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $80 back to her [redacted]...
account, 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 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, [redacted] ID#: [redacted]-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted], advised our office he spoke to [redacted] and offered his sincere apology. He addressed her concerns and...
acknowledged that, while [redacted] was not familiar with towing, she encountered several issues that caused her to be inconvenienced and our response may have been less than professional at the time of her rental. Therefore, in addition to a refund for the $50 Reservation Guarantee Fee issued to her [redacted] account on August 5th, [redacted] issued a supplemental refund for $188.30 as requested back to the same [redacted] account. Both refunds should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual contract.
[redacted], our Executive Assistant for our [redacted], followed up on the information Mr. [redacted] provided. She informed our office the truck Ms. [redacted] rented...
was at 3/4 of a tank of fuel. Although our U-Haul employee viewed the gauge to be actually at 7/8 of a tank, they kept the reading at 3/4. When the truck was returned, the gauge was between 3/4 and 7/8. Mr. [redacted] or Ms. [redacted] put more fuel in the tank than needed, however, per the rental agreement, we do not refund for extra fuel put in the tank.
As we value Ms. [redacted] as a customer, we sent her 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. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
[redacted]
Executive Assistant
U-Haul International
July 21, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Ms. [redacted] and Mr. [redacted].
[redacted], our Executive Assistant for our Northern Alberta, Saskatchewan, and NWT, reviewed the information Ms. [redacted] recently provided. She informed our office she spoke to Ms. [redacted] and came to a conclusion that the refunds issued did not process as the card on file was not a credit card. Ms. [redacted] advised Ms. [redacted] a check for the refund has been requested and should be received within the next 10 business days.
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 6, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided. She informed our office she...
spoke to [redacted] and discussed their concerns. She offered to issue them a refund for $500 as an adjustment on their move. [redacted] advised her he would need to call her back.
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