U-Haul International, Inc.

July 28, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   If Mr. [redacted] wishes to pursue his claim, he should contact the adjuster at RepWest Insurance Company and ask that her claim be reopened for another review.  The adjuster’s contact information was listed on their statement I previously sent your office.   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, Maria P[redacted] Executive Assistant U-Haul International

October 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Knoxville Regional Office, reviewed Mr. [redacted]’s recent comments to your office.  She informed our office Mr. [redacted] was contacted and advised of a refund for $140.55 as requested.  The refund was issued on October 16th back to Mr. [redacted]’s [redacted] account and should post on his 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 AssistantU-Haul International

March 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Louisiana regional office, followed...

up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Mr. [redacted], I was sorry to hear about your problems with your rental this past weekend. When the truck size was changed from a 10' to a 14' online it made your pick up location not have the equipment. We could have done a better job getting in touch with you to make you aware of the new pick up location. Thank you for taking the time to let me know about it. I issued your card 50.00 because we could not cover your reservvation at the location we had scheduled you at and another 50.00 to cover the extra fuel and time. I value every customers choice to use my equipment and I promise if you decide to give us another try at your business we will do much better. Please call me if you have any questions. Thank you, [redacted] President U-Haul Co. of Louisiana ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

May 26, 2016 Revdex.com ID#: [redacted]

size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Stacey M[redacted], our Executive Assistant for our Oceanside Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] did not have Safestor Protection, however, in the interest of customer good faith, her office authorized a refund for $500 through [redacted] Insurance Company.  After the issue was discussed further with our Regional President, they opted to increase the refund to $750 as a goodwill gesture and a final resolution.  A message was left for Ms. [redacted] requesting a return call yesterday.  They hope to hear back soon if not already.   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, Maria P[redacted] Executive Assistant U-Haul International

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted]...

regional office, followed up on the information Mr. [redacted] provided. She advised Mr. [redacted] she was issuing them a refund for $350 for the late delivery of their U-Box. The refund was issued to the credit card provided and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

August 25, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Baltimore Regional Office, followed up on the...

information Mr. [redacted] provided.  She advised our office she found Mr. [redacted] changed his reservation on line and scheduled it.  She spoke to our GM at or U-Haul Moving and Storage of Frederick, MD and was told his location never spoke to Mr. [redacted] because they found the telephone number listed for him to be wrong.  Even if our GM had spoken to Mr. [redacted] he would have made the change to the reservation in his computer but in this case, Mr. [redacted] changed and scheduled his reservation on line.  Our GM attempted to reach Mr. [redacted] again but was unsuccessful.  Ms. [redacted] relayed she found no reason that Mr. [redacted] would be warranted a refund for the $50 Reservation Guarantee Fee.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,

Executive Assistant
U-Haul International

This is an incorrect statement from U-haul.  I submitted my customs paperwork on the day of the move to the shipping location and asked for clarification as to whether the documentation was sufficient.  I was not told the paperwork was incorrect until after the latest date I was told the box was to be shipped.  That was a week after submitting my initial complaint to the Revdex.com.  And I was not contacted to regarding the location and status of my reservation until filing a complaint with Uhaul.  Of which I was told I would be getting $50/day for each business day my box was not delivered.  And finally I was told I would be compensated $160 for the delivery of my box to my storage location after having paid the initial delivery costs.  I did not say I was satisfied as I have not received the box and was told it was not to be delivered until another week after the last delivery date I was promised.  Now I have to take time away from work to receive the box on 7/6/2016, at which time I will be losing $55/hr, my rate for freelance work.  Today I checked the status of the box and uhaul reports on its site it has been delivered to Van Nuys, but still won't be delivering it to me until 7/6/2016.  I expect to receive the $50/day up to 6/24/2016 and reimbursed for the Uhaul van I have rented on 6/25/2016 to avoid taking time away from work to get my belongings into the storage unit.  I find it ridiculous the uhaul site keeps updating with the dates changing to later and later.

June 29, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she left a message for Mr. [redacted] to call her back but has not received a return call. She would like to advise him of a refund for the rental fee as well as the $50 Reservation Guarantee Fee. She hopes to hear back from him soon if not already.

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

Sincerely,

Executive Assistant

U-Haul International

November 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#[redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage at Broward Blvd., followed up on the information Mr. L[redacted] provided and sent him the following email in...

response:Mr. [redacted] if you look at you contract is clealy states that you were returning the following day as I informed you before there will be no refunds on milage you said you were calling your creditcard company to disput the transaction.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,Maria P[redacted]Executive AssistantU-Haul International

April 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Nebraska Regional Office, followed up on the information Ms....

[redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced and advised her of a refund for $100 as an adjustment on her rental. The refund should post on her next [redacted] credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $100 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,

Executive Assistant

U-Haul International

June 16, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Joann Galati, our Executive Assistant for our Western Florida Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office our Traffic Manager researched Ms. [redacted]’s reservation and confirmed we failed in the scheduling process due to the fact it was necessary to send her to an alternate pick up location to secure the truck.  A refund for the $50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s [redacted] account.  The refund should post on her next credit card statement.    Please be advised we are a do-it-yourself moving company and cannot be responsible for lost wages or the expense of hired 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, Maria P[redacted] Executive Assistant U-Haul International

January 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted], our President for our Southern New Jersey regional...

office, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he sent them the following email:

[redacted], I have received and reviewed the letter you sent to the Revdex.com. I did authorize a $100 refund on the rental rate (your wife declined so I did not process) and the cost of the hotel room, provided I received the hotel receipt or copy. I will increase my refund amount to $320 (20%) and the hotel reimbursement, provided I receipt a copy fo the receipt. The roadside assistance calls aren't documented as you laid out in the letter. What we have on file is that you found the air filter was not connected, you reconnected and continued on your way. On the second call the notes state that you will continue on and if there is any more issues you will call back. Nothing states on the file that we could not locate you. Again I apologize for the issues and I will refund the $300 today and will wait for the hotel receipt to reimburse that money. You can email me the receipt and I will have it reimbursed promptly. Sincerely, [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,

Executive Assistant

U-Haul International

May 24, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Randy D[redacted], our President for our Iowa Regional Office, reviewed Ms. [redacted]’s recent comments and advised our office he issued a refund for the extra day charge on the truck and the utility dolly since Ms. [redacted] was only four and half hours into the second rental period.  The refund for $49.77 was rounded up to $50 and Mr. D[redacted] emailed her the following: A refund of $50 has been credited to your CC. I apologize for the issues encountered with your move. Thank You   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, Maria P[redacted] Executive Assistant U-Haul International

January 7, 2015 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our Western [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office that the truck [redacted] rented was...

checked by our receiving location and found the headlights to be in proper working condition. We also confirmed the truck was returned with less fuel than when it was rented. [redacted] relayed that after researching [redacted]’s concerns, it was determined she was not due any monetary reimbursement since both the lights and fuel gauge were found not be an issue. A U-Haul Customer Service Representative noted in her conversation with a gentleman calling for [redacted] that they did not have time to call our Emergency Road Assistance line when they claimed to experience a problem with the brakes. Their move consisted of driving over 1,000 miles with the U-Haul truck. The truck has been rented out again and no issues reported.As we value [redacted] as a customer, [redacted] sent her a $25 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 AssistantU-Haul International

December 22, 2015Revdex.com ID#: [redacted]U-Haul# [redacted]Thank you for your concern for our customer Mr. [redacted]Devyn McL[redacted] our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:Good Afternoon, I tried to contact you via phone to discuss at [redacted] and ([redacted] and neither were accepting calls. I would greatly appreciate it if you could give me a call to resolve the issue you are having. I can be reached at my office between 9am-5pm at ([redacted] or via email at [redacted] Thank you, Devyn M[redacted]Ms. [redacted] also mentioned a charge was applied to Mr. [redacted] credit card account but a refund for $400 was also mailed to Mr. [redacted] on October 1, 2015.  Ms. M[redacted] would like to discuss the storage fees and access of the U-Box.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,Maria P[redacted]U-Haul International

I did speak with Mr L[redacted] via telephone and email.  We have not been able to reach a resolution as of today 5/17/2016.  I have requested service records of the truck and tires and was told I am not able to see them.  I am attaching pictures of the retread tire for your review.  Mr. L[redacted] via email told me 05/14/2016 that he would be reviewing my pictures and would let me know his thoughts.  I sent a follow up email today and I am waiting to hear from him.  I am hopeful that until a resolution can be reached that the Revdex.com will continue to keep my claim open.  
 
Thank You,

October 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], or Executive Assistant for our Western Michigan Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office...

the videotapes were viewed as Ms. [redacted] requested and at no time did they witness anything inappropriate by our GM at our U-Haul Center.  He did not scream or yell and did not appear out of control.  Mr. [redacted] relayed, as for as the lot being crowded, he stated it was a Monday morning and there is normally a large amount of equipment dropped off from the weekend.  Mr. [redacted] asked his apology to be relayed to Ms. [redacted].  He also mentioned the video showed Ms. [redacted] remained in the store and not outside.  She did go out and came back in a couple of times.  Our GM contacted Ms. [redacted] by phone to apologize for any misunderstanding when the issue was initially addressed.  According to our records, when the equipment was rented, there was no damage.  However, in the interest of customer good faith, Mr. [redacted] stated he will issue a refund for the disputed amount of $150.  The refund should post on her next [redacted] Card 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

January 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental contract.

[redacted], our Executive Assistant...

for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left them a message explaining she had issued a refund for $20 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,

Executive Assistant

U-Haul International

April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr....

[redacted] and advised him the extra fees have been cleared.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

October 2, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted].   Chris Z[redacted], our Area Field Manager for our Missouri Regional Office, followed up on the information [redacted]s provided.  He informed our office he spoke to [redacted] and discussed his concerns.  [redacted] requested the difference between the rate of $792, which he paid, and the rate of $740 that he was offered for dropping at a different location.  Mr. Z[redacted] offered his personal apology and advised him of a refund for $100, which included an adjustment for the inconvenience he experienced.  The refund should post on his next Visa 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, Maria P[redacted] Executive Assistant U-Haul International