Thank you for your concern for our customer Mr [redacted] Our records indicate a refund for $was issued back to Mr [redacted] ’s [redacted] account on August 25th as requestedThe refund 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
Thank you for your concern for our customer Mr [redacted] [redacted] , our Field Manager for our Charlotte Regional Office, followed up on the information Mr [redacted] providedHe informed our office he left a message for Mr [redacted] advising him of a refund for the $Reservation Guarantee Fee he issued to his [redacted] account on August 6, If Mr [redacted] has further concerns, he can contact Mr [redacted] to discuss 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] ***, our President for our [redacted] regional office, followed up on the information Mr [redacted] providedHe requested we relay his response for Mr [redacted] to your office:Mr***,I want to thank you for the opportunity to respond to this complaint, and your concerns withinIn my Marketing Company we pride ourselves on exceeding our customer’s expectationsMy staff and I make it a priority in resolving issues like this quickly and amicably.I would like to take a moment to address some of the claims made in this complaintYou began your letter with this statement; "I was informed that the truck had no issues and was great", we at U-Haul pride ourselves on our equipment inspection programs which conveys to our representatives as well as our customers that our equipment is rent ready and safeThat being said unfortunately equipment does experience mechanical trouble from time to timeIn your case you experienced mechanical trouble first in Oklahoma, which U-Haul did send out a mechanic to repair and get you on your wayYou declined to have the equipment repaired and elected to continue on your driveUnfortunately you experienced another breakdown in Missouri, U-Haul sent out another mechanic who determined that the equipment could not be repaired on site but rather would have to be towed to the garageRather than increase your delays U-Haul agreed to trans load your belongings into another truck to get you on your wayThe offsite provider stated that he had you sign the trans load agreement prior to the trans loadThe provider also stated that you were completely involved and even assisted them in said trans load.On behalf of my Marketing Company and U-Haul I thank you for your service to our countryThe concept of U-Haul came about when our founder [redacted] was unable to rent a trailer to move his belongings from one state to another after his discharge from the US Navy in years later in U-Haul was ranked #of the Top Military Friendly Employers from [redacted] .While I regret that this incident has occurred it is important to me that you are clear on our resolve regarding this matterYour claim for damaged cargo was reviewed by our insurance company RepWest who have concluded that U-Haul was not at faultAs for the $you mentioned in your letter; let me clarify; first of all the offer was $600, and was not intended to "pay you off", nor to settle your damage claim, but rather to compensate you for your time spent as a result of the mechanical trouble you experiencedWe at U-Haul make every effort to provide safe rent ready equipment that is rigorously maintained and inspectedI do want to thank you for using U-Haul, and I hope that in the future you will consider us again for your next move.Respectfully yours, [redacted] ***Marketing Company PresidentU-Haul Company of [redacted] ***Phone: ###-###-####Fax: ###-###-####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
Thank you for your continued concern for our customer Ms*** [redacted] , Senior Staff for our [redacted] Regional Office, reviewed the recent comments from Ms***She advised our office their decision in the matter remains the sameOther than the refund for $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 industryThank you for bringing this matter to our attention and allowing us to offer another response Sincerely, [redacted] Executive Assistant U-Haul International
September 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr*** [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***, We do apologize for not being able to fufill your reservation for wiring at our store in Jackson, TNWe depend on customers like yourself and do regret We were not able to provide the service requestedI 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 timeSincerely, [redacted] 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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Prior to this response from [redacted] through Revdex.com, I wrote an email to Revdex.com which indicated that the matter had been resolved by [redacted] and that we considered the matter closed Regards, [redacted]
July 7, 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] providedShe informed our office she sent Mr [redacted] a letter offering her apology for the inconvenience he experienced and also advised him of a refund for $that she issued back to his [redacted] accountThe refund 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
August 15, 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 concernsPlease 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
August 25, 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] providedShe informed our office she contacted [redacted] and addressed her concernsShe also offered her apology for the frustration she experienced and asked [redacted] to call her directly with any additional issues As we value [redacted] as a customer, we sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches 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 5, 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] providedHe informed our office he issued a refund for the extra day charges in the amount of $The refund was issued back to [redacted] ’s [redacted] account and should post on her next credit card statementOur customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely, [redacted] Executive Assistant U-Haul International
August 14, Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] [redacted] the Traffic Control Manager in our [redacted] ** Regional Office spoke to [redacted] on 8/ [redacted] informed [redacted] she would credit $to his [redacted] This amount reflects the difference in rates between ***, [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
Thank you for your concern for our customer Mr [redacted] [redacted] , a Senior Customer Service Representative, followed up on the information Mr [redacted] providedHe explained Mr [redacted] was on our E-Alert System for two separate contracts due to extra days and miles used on each rental When Mr [redacted] claimed these were not his charges, we advised him to file a police report for identity theft and send us a copy for reviewNothing was receivedAt this point we show the outstanding charges have been paid and he is no longer on E-AlertPlease be advised a refund will not be forthcoming 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 18, 2014Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and her son, [redacted] ***, whose name appears on the rental agreement[redacted] , our Executive Assistant for our [redacted] Regional Office, followed up on the information Mrs*** providedHe informed our office the U-Haul equipment was driven several thousand miles before the tire blow outHe relayed we don’t know the road conditions during travelAs far as the repair shop that was dispatched, further research will be done to address the information Mrs [redacted] providedA refund for $was issued as an adjustment on their rentalThe refund was issued back to their [redacted] account and should post on their next credit card statement.As we value Mr [redacted] and his mother as customers, we sent them a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches.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 15, Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] left a message for [redacted] on 8/8/ [redacted] explained the following in her message:: I called *** [redacted] and left him a voice mail to return my callHis situation is thisHe reserved a van for hours on lineWe were going to give him the location he preferred [redacted] then changed his on line reservation from hours to daysWe did not have a van available for days at this location therefore subject to availability he was sent to a location to accommodate his day rentalAs soon as [redacted] returns my call I will advise him of suchThank you[redacted] can be reached at [redacted] or [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
[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]
August 5, 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.comLet me try and reply as well as I know howI was not at the location when you rented the trailerHowever, I will attempt to explain some of the things that maybe we did not make clear or that you did not understandFirst let me say that I am sorry for all of the inconvenience you have endured during this moveI 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 wayIt sounds like maybe we failed you on this tripI truly apologizeThe first concern I see you had was that the hitch for the car was incorrectI have double checked this hookupHitch number is the hitch you purchased and is the correct hitch for a Toyota CamryThis hitch is made per manufacturer specs and is rated to pull up to pounds of weight behind your carThis is more than sufficient for a U-Haul 5xtrailerThe trailer empty weighs about pounds emptyIt would be nearly impossible for you to overload your vehicle moving household furniture with this trailerThis size vehicle makes these trips pulling U-Haul trailers all the time and have for over yearsThe second concern is that the car overheatedWhile 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 yourselfU-Haul does have a way of helping older vehicles with trips like thisIt is called a transmission coolerThis helps to cool the transmission and the engine oil and keeps the vehicle from overheatingWe offer these to all customers who need them and when denied to purchase we have you initial a box where we offeredThe initials are on your receipt signed by [redacted] given to him when you had the installation doneHad to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke downU-Haul deep discounted the rental to help you out in this situationThe foot truck regular rental rate for this trip is $U-Haul discounted to $the Tow Dolly was discounted from $to $The trailer that had been towed from Orlando to Lake City was completely refunded from $to zero dollars although you had it at least one full day and driven several hundred miles with itThis was all done in the name of customer service to help you with this moveThe 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 deadI have reviewed this installation and it appears the proper part was installedStill, this should not cause the battery to be going deadIf 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 billIt was not in the paperwork received from the Revdex.comIf 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 letterThe full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removedAgain, I do apologize for all of the problems you enduredWe strive to make every move go seamlesslySometimes we failI do not see how we could refund the rental of the truck and Tow Dolly in this caseI will take a look at the repair on the car if you can forward that to meI would be glad to forward you a $VIP Certificate to discount a future rental if you would likeJust let me knowThank you, [redacted] , [redacted] @uhaul.com, President, U-Haul Company of Orlando A refund for the trailer in the amount of $was refunded on June 27th back to their [redacted] Card accountA refund for $as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4thThe 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 themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
August 25, 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 and advised our office [redacted] was contacted Please be advised that our fuel policy is listed on the Rental Contract [redacted] signed and states we do not reimburse for extra fuel put in the truckA refund, however, for the full amount of the rental, or $67.27, was issued back to [redacted] ***’s [redacted] account as an adjustment on her rental 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 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] ***
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 issuedWe did speak throughout this process, I was the representative that processed your refund and handled your complaintI do apologize for the issues that arose from the wiring installation at the U-Haul of East Ridge Rd CenterI 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 ignoredWe 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 warrantyAll of this was agreed upon in our conversationsWe cannot extended anymore refunds but I can offer a $VIP which has been emailed to this addressThis gift certificate is valid for years and is good for any product we offer including propane, truck/trailer rentals, storage, boxes, moving help and moreThis can be used in any U-Haul Center in Canada or the USAOnce 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 ignoredThank you, [redacted] Executive Assistant U-Haul Coof Western [redacted] Office ###-###-#### Ext [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
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 addressed her concernsMs [redacted] explained our Traffic Department was able to provide the correct size truck Ms [redacted] requested as well as on the day requestedA rate deduction was given for the inconvenience Ms [redacted] experienced from $to $An extra day was allowed along with an additional km’s to complete her moveMs [redacted] relayed that Ms [redacted] was happy with this resolution 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] Our records indicate a refund for $was issued back to Mr [redacted] ’s [redacted] account on August 25th as requestedThe refund 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
Thank you for your concern for our customer Mr [redacted] [redacted] , our Field Manager for our Charlotte Regional Office, followed up on the information Mr [redacted] providedHe informed our office he left a message for Mr [redacted] advising him of a refund for the $Reservation Guarantee Fee he issued to his [redacted] account on August 6, If Mr [redacted] has further concerns, he can contact Mr [redacted] to discuss 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] ***, our President for our [redacted] regional office, followed up on the information Mr [redacted] providedHe requested we relay his response for Mr [redacted] to your office:Mr***,I want to thank you for the opportunity to respond to this complaint, and your concerns withinIn my Marketing Company we pride ourselves on exceeding our customer’s expectationsMy staff and I make it a priority in resolving issues like this quickly and amicably.I would like to take a moment to address some of the claims made in this complaintYou began your letter with this statement; "I was informed that the truck had no issues and was great", we at U-Haul pride ourselves on our equipment inspection programs which conveys to our representatives as well as our customers that our equipment is rent ready and safeThat being said unfortunately equipment does experience mechanical trouble from time to timeIn your case you experienced mechanical trouble first in Oklahoma, which U-Haul did send out a mechanic to repair and get you on your wayYou declined to have the equipment repaired and elected to continue on your driveUnfortunately you experienced another breakdown in Missouri, U-Haul sent out another mechanic who determined that the equipment could not be repaired on site but rather would have to be towed to the garageRather than increase your delays U-Haul agreed to trans load your belongings into another truck to get you on your wayThe offsite provider stated that he had you sign the trans load agreement prior to the trans loadThe provider also stated that you were completely involved and even assisted them in said trans load.On behalf of my Marketing Company and U-Haul I thank you for your service to our countryThe concept of U-Haul came about when our founder [redacted] was unable to rent a trailer to move his belongings from one state to another after his discharge from the US Navy in years later in U-Haul was ranked #of the Top Military Friendly Employers from [redacted] .While I regret that this incident has occurred it is important to me that you are clear on our resolve regarding this matterYour claim for damaged cargo was reviewed by our insurance company RepWest who have concluded that U-Haul was not at faultAs for the $you mentioned in your letter; let me clarify; first of all the offer was $600, and was not intended to "pay you off", nor to settle your damage claim, but rather to compensate you for your time spent as a result of the mechanical trouble you experiencedWe at U-Haul make every effort to provide safe rent ready equipment that is rigorously maintained and inspectedI do want to thank you for using U-Haul, and I hope that in the future you will consider us again for your next move.Respectfully yours, [redacted] ***Marketing Company PresidentU-Haul Company of [redacted] ***Phone: ###-###-####Fax: ###-###-####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
Thank you for your continued concern for our customer Ms*** [redacted] , Senior Staff for our [redacted] Regional Office, reviewed the recent comments from Ms***She advised our office their decision in the matter remains the sameOther than the refund for $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 industryThank you for bringing this matter to our attention and allowing us to offer another response Sincerely, [redacted] Executive Assistant U-Haul International
September 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr*** [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***, We do apologize for not being able to fufill your reservation for wiring at our store in Jackson, TNWe depend on customers like yourself and do regret We were not able to provide the service requestedI 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 timeSincerely, [redacted] 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 I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Prior to this response from [redacted] through Revdex.com, I wrote an email to Revdex.com which indicated that the matter had been resolved by [redacted] and that we considered the matter closed Regards, [redacted]
July 7, 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] providedShe informed our office she sent Mr [redacted] a letter offering her apology for the inconvenience he experienced and also advised him of a refund for $that she issued back to his [redacted] accountThe refund 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
August 15, 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 concernsPlease 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
August 25, 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] providedShe informed our office she contacted [redacted] and addressed her concernsShe also offered her apology for the frustration she experienced and asked [redacted] to call her directly with any additional issues As we value [redacted] as a customer, we sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches 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 5, 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] providedHe informed our office he issued a refund for the extra day charges in the amount of $The refund was issued back to [redacted] ’s [redacted] account and should post on her next credit card statementOur customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely, [redacted] Executive Assistant U-Haul International
August 14, Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] [redacted] the Traffic Control Manager in our [redacted] ** Regional Office spoke to [redacted] on 8/ [redacted] informed [redacted] she would credit $to his [redacted] This amount reflects the difference in rates between ***, [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
Thank you for your concern for our customer Mr [redacted] [redacted] , a Senior Customer Service Representative, followed up on the information Mr [redacted] providedHe explained Mr [redacted] was on our E-Alert System for two separate contracts due to extra days and miles used on each rental When Mr [redacted] claimed these were not his charges, we advised him to file a police report for identity theft and send us a copy for reviewNothing was receivedAt this point we show the outstanding charges have been paid and he is no longer on E-AlertPlease be advised a refund will not be forthcoming 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 18, 2014Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and her son, [redacted] ***, whose name appears on the rental agreement[redacted] , our Executive Assistant for our [redacted] Regional Office, followed up on the information Mrs*** providedHe informed our office the U-Haul equipment was driven several thousand miles before the tire blow outHe relayed we don’t know the road conditions during travelAs far as the repair shop that was dispatched, further research will be done to address the information Mrs [redacted] providedA refund for $was issued as an adjustment on their rentalThe refund was issued back to their [redacted] account and should post on their next credit card statement.As we value Mr [redacted] and his mother as customers, we sent them a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches.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 15, Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] left a message for [redacted] on 8/8/ [redacted] explained the following in her message:: I called *** [redacted] and left him a voice mail to return my callHis situation is thisHe reserved a van for hours on lineWe were going to give him the location he preferred [redacted] then changed his on line reservation from hours to daysWe did not have a van available for days at this location therefore subject to availability he was sent to a location to accommodate his day rentalAs soon as [redacted] returns my call I will advise him of suchThank you[redacted] can be reached at [redacted] or [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
[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]
August 5, 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.comLet me try and reply as well as I know howI was not at the location when you rented the trailerHowever, I will attempt to explain some of the things that maybe we did not make clear or that you did not understandFirst let me say that I am sorry for all of the inconvenience you have endured during this moveI 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 wayIt sounds like maybe we failed you on this tripI truly apologizeThe first concern I see you had was that the hitch for the car was incorrectI have double checked this hookupHitch number is the hitch you purchased and is the correct hitch for a Toyota CamryThis hitch is made per manufacturer specs and is rated to pull up to pounds of weight behind your carThis is more than sufficient for a U-Haul 5xtrailerThe trailer empty weighs about pounds emptyIt would be nearly impossible for you to overload your vehicle moving household furniture with this trailerThis size vehicle makes these trips pulling U-Haul trailers all the time and have for over yearsThe second concern is that the car overheatedWhile 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 yourselfU-Haul does have a way of helping older vehicles with trips like thisIt is called a transmission coolerThis helps to cool the transmission and the engine oil and keeps the vehicle from overheatingWe offer these to all customers who need them and when denied to purchase we have you initial a box where we offeredThe initials are on your receipt signed by [redacted] given to him when you had the installation doneHad to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke downU-Haul deep discounted the rental to help you out in this situationThe foot truck regular rental rate for this trip is $U-Haul discounted to $the Tow Dolly was discounted from $to $The trailer that had been towed from Orlando to Lake City was completely refunded from $to zero dollars although you had it at least one full day and driven several hundred miles with itThis was all done in the name of customer service to help you with this moveThe 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 deadI have reviewed this installation and it appears the proper part was installedStill, this should not cause the battery to be going deadIf 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 billIt was not in the paperwork received from the Revdex.comIf 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 letterThe full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removedAgain, I do apologize for all of the problems you enduredWe strive to make every move go seamlesslySometimes we failI do not see how we could refund the rental of the truck and Tow Dolly in this caseI will take a look at the repair on the car if you can forward that to meI would be glad to forward you a $VIP Certificate to discount a future rental if you would likeJust let me knowThank you, [redacted] , [redacted] @uhaul.com, President, U-Haul Company of Orlando A refund for the trailer in the amount of $was refunded on June 27th back to their [redacted] Card accountA refund for $as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4thThe 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 themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International
August 25, 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 and advised our office [redacted] was contacted Please be advised that our fuel policy is listed on the Rental Contract [redacted] signed and states we do not reimburse for extra fuel put in the truckA refund, however, for the full amount of the rental, or $67.27, was issued back to [redacted] ***’s [redacted] account as an adjustment on her rental 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 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] ***
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 issuedWe did speak throughout this process, I was the representative that processed your refund and handled your complaintI do apologize for the issues that arose from the wiring installation at the U-Haul of East Ridge Rd CenterI 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 ignoredWe 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 warrantyAll of this was agreed upon in our conversationsWe cannot extended anymore refunds but I can offer a $VIP which has been emailed to this addressThis gift certificate is valid for years and is good for any product we offer including propane, truck/trailer rentals, storage, boxes, moving help and moreThis can be used in any U-Haul Center in Canada or the USAOnce 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 ignoredThank you, [redacted] Executive Assistant U-Haul Coof Western [redacted] Office ###-###-#### Ext [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
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 addressed her concernsMs [redacted] explained our Traffic Department was able to provide the correct size truck Ms [redacted] requested as well as on the day requestedA rate deduction was given for the inconvenience Ms [redacted] experienced from $to $An extra day was allowed along with an additional km’s to complete her moveMs [redacted] relayed that Ms [redacted] was happy with this resolution 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