U-Haul International, Inc.

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 that two...

messages were left for Ms. [redacted] but she received no return calls. Ms. [redacted] relayed that Ms. [redacted]’s storage account was corrected and an email was sent to Ms. [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

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 yet my complaint.  Final acceptance will depend on conditions discussed in the attached letter  For your reference, details of the offer I reviewed appear below.

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr.

[redacted].

[redacted], our Executive Assistant for our

Boston regional office, followed up on the information Dr. [redacted] provided. He

sent Dr. [redacted] the following email:

Good morning Dr. [redacted], I am contacting

you in reference to a claim that was brought to my attention. I want to

apologize if you felt as though our location at [redacted] treated your

unfairly or with disrespect as this isn't common practice from any of our

general managers and/or theirs staff. Currently the two employees you have

spoken of are no longer at this location. So I will apologize in their behalf.

I have gone in an waived the $50 lien fee on your account and also as a

courtesy I am waiving $69.95 for the month of November. As of right now you owe

$71.90. I also wanted to take the time to explain our policy. Your alternate

contact will continue to be contacted as long he is listed on the account. This

can't be changed as we have to have a second point of contact in case of an

emergency, second contact, and gets all correspondences needed. If you would

like to change your alternate contact we can most certainly change. I am sorry

you feel as though this is harassment but this is the protocol we use to get in

contact to our customers. Again, I apologize for any inconvenience this may

caused if there is anything I can do for you feel free to contact me directly.

[redacted] Executive Assistant U-Haul Company Boston [redacted]

[redacted] ###-###-#### - office ###-###-#### - toll free [redacted]

[redacted] [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

August 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms....

[redacted] provided and sent her the following email in response:
[redacted] I have received a copy of your complaint and your letter to the Revdex.com. I would first like to offer an apology for the issue that you encountered with the rental location in [redacted] City. I will forward your experience with this location to the manager who oversees this area so that it may be addressed accordingly. As for your rental, I have reviewed the rental agreement and I do show that the rate of 268.20 was in fact the rate that you were charged for your truck rental I do see that you also rented a dolly for an additional 12.00 and I do see the insurance charge of 45.00 plus tax (48.15) which I have refunded today to your card. The additional amounts were taxes. Additionally I see that there were extra mileage charges upon the return totaling 34.29 and I will see to it that those charges are waived as well. I would like to thank you for your service to our country and I wish you the best in your future endeavors. 
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

January 15, 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 Northeast Pennsylvania Regional Office, followed up...

on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] offering his apology and explained he had issued a refund for $16 back to his [redacted] account. The 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

April 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Orange Park, reviewed the information Mr. [redacted] provided. She advised our office she corresponded to Mr. [redacted] by email. She offered her apology again and informed him she was under the impression his concerns were resolved. She did offer him half of his total bill as he was able to render services with U-Haul. A refund for $123 was issued back to his credit card 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,

Executive Assistant

U-Haul International

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Traffic Manager for our [redacted] regional office,...

followed up on the information [redacted] provided. He informed our office he left a message for [redacted] advising her he reviewed all charges and they show to be correct.

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

September 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Razmin M[redacted], our President for our Central Canada Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office he spoke to Ms. [redacted] and she expressed her appreciation for his follow up.  Mr. M[redacted] provided his cell phone number to Ms. [redacted] so she can call him directly for any new reservations.  He also mentioned Ms. [redacted] did receive a $600 refund.   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

Thank you for your concern for our customers Mr. [redacted] and Ms. [redacted], whose name appears on the rental agreement.

[redacted], Senior Staff for our Ohio regional office, followed up on the...

information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Mr. [redacted], First allow me to apologize for your recent experience with U-Haul. I have reviewed your file and do show your original reservation was for a 20' truck at [redacted] Auto Sales. Because we had to move you elsewhere I have given you our $50 guarantee. This is a refund that will show up on the card used to pay for the rental. I will also honor the rate that was quoted to you locally of $19.95 along with half the miles you travelled @ 99cents because you received a smaller truck. The total refund with tax is $87.17. Please allow 3-5 business days for these 2 refunds to reflect on your statement. Thank you.

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

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

[redacted], our Field Manager for our Inland Northwest Regional Office located in [redacted], followed up on the information Mr. [redacted] provided. He informed our office a...

refund for $306.55 was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit [redacted] 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

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office,...

followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted], I am sorry for all the confusion with your reservation. We have refunded you the $50 guarantee back to the credit card the reservation was reserved with. You should see that in 5 to 7 business days.We take pride in our customer service and will use this experience as a guide for the future. Thank you [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

November 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our Louisville Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she spoke to Ms. [redacted] recently and agreed to refund the charges for the Promissory Note.  She confirmed Ms. [redacted] only traveled 25 miles on her rental.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

June 27, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: 11514775 [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
Johnathon M[redacted] reached out to the customer and apologized for the error made. Mr. M[redacted] also refunded $70.24 back to customer’s card. We apologize for any inconvenience Ms. [redacted] encountered.
 
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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

Thank you for your concern for our customer Ms. [redacted].[redacted], Senior Staff for our [redacted], [redacted], [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and offered her apology for the...

inconvenience she has incurred. Ms. [redacted] originally offered a VIP Certificate for $100 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] declined the Certificate and explained she had previously been issued a VIP Certificate for $30 that she had not yet used. Ms. [redacted] issued Ms. [redacted] a refund for $100 instead as a final resolution.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

I was returning a trailer and pulled through a blocked laneway occupied by a U-Haul service truck and blew a tire tread completely by running over a parked trailer hitch which I didn't see but did make it through the blocked laneway on U-Haul property. Mentioned that the service truck which was owned by U-Hawl and was doing a service repair needed proper orange pylons or emergency lights. I was told that they would wear down the battery if they were used and staff made no means to put up pylons. I was wrong and they were right. I am the customer who should have reasonable means of navigating the lot to return a rental because there was no sign to warn me otherwise other than I was told I should have returned it over there (somewhere else) and not here. Ok, perhaps but the service vehicle should have had proper warning lights or pylons. Defensive reaction and made no means to correct the situation which cost me $800 for a new tire on a 2016 Nissan. Unbelievable lack of professionalism. Just defensive behaviour and not an ounce of "we are sorry" or "we will correct the situation next time" or immediately put out pylons or move the truck. When returning equipment, you have to be real careful of what obstacles are on the property and navigate carefully even when they are in the wrong and have their own vehicles blocking avenues of travel.

Just terrible attitudes at U-Haul. Very discourteous.

April 6, 2015

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] objection to our office.

Please be advised the information in Mr. [redacted] complaint is a duplicate of what was sent to us in...

Complaint ID# [redacted]. I have copied my original response below:

April 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], as listed on your complaint overview. We have our customer listed as [redacted].

[redacted], our Executive Assistant for our NW Ohio Regional Office, followed up on the information our customer provided and sent him the following email in response:

Dear [redacted] U-Haul has been a leader in the do-it-yourself moving business for over 60 years. Our commitment to providing our customers with a better product at the lowest cost with the best service has enabled us to stay in business this long. We value you as a customer and apologize if your most recent experience with U-Haul was not to your satisfaction. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. I Spoke to prior GM who had made agreement with the customer on contract to store freezer for one week, customer moved in 10/31, on 11/5 customer was contacted to remove the freezer, customer stated they would be there by 11/8 to move it out, on 11/11 customer was contacted again to remove freezer. Freezer was then delivered by center employees to the customers residence. There is no mention of a deal to leave sofa in hallway. Customer is responsible to secure their belongings, leaving personal property sitting in a hallway leaves it open for anyone entering that facility to take it out of there. I apologize for any inconvenience this may have caused but there is nothing that I can do for you after such a long period of time has lapsed since we can no longer pull any video to see who may have taken it out of the facility. Sincerely, [redacted] U-Haul of N..W. Oho

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

Thank you for your continued support.

Sincerely,

Executive Assistant

U-Haul International

December 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, reviewed the recent information from Ms. [redacted]. The renting dealer has been a U-Haul Dealer since 1995 and is well aware a rotation truck cannot be rented and dropped one-way. This information would never have been relayed to any customer. Our President in Montana offered to rent Ms. [redacted] a truck back to North Dakota but their credit card was declined. Ms. [redacted] advised our office their decision in the matter remains the same. Ms. [redacted] received a $1,200 rental at no charge. She also relayed that a VIP Certificate was issued to help them get to North Dakota. Their claim for damages is in the process of being investigated by [redacted] Insurance Company.

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,

Executive Assistant

U-Haul International

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.

U-Haul has still not spoken with us about compensation. My box is three weeks late, so they had three weeks to call me to discuss compensation. We have a contract in which U-Haul says this: "Air-Ride transit from [redacted] to Winnipeg. We guarantee arrival on 6/6/2014." They broke the contract and their own guarantee so we shouldn't have to pay for the Air-Ride transit at all. What is the purpose of a guarantee after all? 

Today a clerk called from the Winnipeg Century location to say our box has arrived. He said I had to come down and settle up for the full amount before I could take my box because my Visa didn't go through. This makes me believe that the company has no intention of giving us any kind of monetary compensation. Which is the only kind we want. Also, the manager from the Winnipeg Century location told me that she would call me personally when our stuff arrived, which did not happen.

In addition, they are asking me to pay before I even see the condition of my belongings. They lost my box for 3 weeks - how do I know it didn't fall off a truck somewhere? I do not believe I should be asked to pay until I see that my belongings are safe. And in any case, as I said before, they should not be asking for payment at all because they guaranteed delivery and missed by 3 weeks.

Regards,

April 7, 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 NW Ohio regional office, followed up on the information Mr....

[redacted] provided and sent him the following email:

Dear [redacted], It was never the intent of the Storage location to steal your money. They had on many occations made attempts to contact [redacted] concerning her account with no success. After many failed attempts they charged the card on file hoping that someone would call and they could settle the account. I apologize for the inconvenience this may have caused you. Your account has been created for $405.32 and the card removed from her account. If there is anything else that I can assist you with please feel free to contact me at ###-###-####. Sincerely, [redacted] U-Haul Co. of N.W. Ohio

 

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

October 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 informed our office she left a message for Mr. [redacted] but did not hear back. She also relayed she issued Mr. [redacted] a refund for $84.33 for the auto transport. He should receive the refund check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

October 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. **.

[redacted] our Executive Assistant for our Chicago South and...

SW Suburbs Regional Office, followed up on the information Dr. ** provided and sent the following email in response:

**e, I apologize for the inconvenience that you experienced. I would like to discuss the situation with you at your convenience. I can be reached at ###-###-#### Monday through Friday, 8:30 until 4:00. Sincerley, [redacted] Lott Executive Assistant

Our records also indicate a refund for $100.51 was issued back to Dr. **’s [redacted] account, which should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International