U-Haul International, Inc.

April 2, 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 Gulf Coast TX regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account in addition to the extra $10 he paid on the larger size truck. Both refunds should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

March 31, 2015

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 Manhattan Bronx Regional Office, reviewed Mr. [redacted]’ recent comments. She reiterated that our Center representative tested the $100 bill with a black light and counterfeit marker and they both confirmed that the bill was suspicious. Our Center suggested Mr. [redacted] take the bill to the bank less than a block away but he declined. Mr. [redacted] also agreed in September 2014 to move his items out of storage or continue to pay and abide by his storage contract. Ms. [redacted] stated Mr. [redacted] still has the option of moving his items out.

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 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 [redacted] regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for not following proper procedures during hook up validation. Had proper procedures been followed, we would have been able to advise Mr. [redacted] we do not rent trailers for hook up to soft top vehicles. Ms. [redacted] assured our office she would be discussing the situation with the CSR involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. A refund for the $50 Reservation Guarantee Fee was also sent to Mr. [redacted] and should be received 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

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

[redacted], our Field Manager for our U-Haul Storage Centers of Dallas, followed up on the information Mr. [redacted] provided. He informed our office he...

contacted Mr. [redacted] and discussed his concerns. He informed Mr. [redacted] of his payment due date. He explained our policy is to contact our customer by email, phone or text as a reminder for payment that is due for their storage rental unit. Mr. [redacted] assured Mr. [redacted] he would not receive any contact after 7:00 PM and also updated his due date as requested from the 17th to the 24th of each month. Mr. [redacted] is current on his storage account at this time and has a $5 credit. Mr. [redacted] relayed that an email would be sent as a reminder of his upcoming storage payment and another reminder will be sent if his payment goes pass the due date. He also provided Mr. [redacted] with his direct cell phone number if he has future questions or concerns.

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 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,

March 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

It has previously been explained to Mr. [redacted] that his situation does not warrant a refund for the $50...

Reservation Guarantee Fee. We realize he may have been inconvenienced for having to wait in line when he arrived at our U-Haul location to rent the truck he had reserved for 5:00 PM, however, he was dispatched at 5:22 PM. Please be advised a refund will not be issued.

As we value Mr. [redacted] as a customer, we sent him 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.

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 9, 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 Western New York Regional Office, followed up on the information Ms. [redacted] provided. She informed our...

office she left a message for Ms. [redacted] explaining she had issued her a refund for the $27 cleaning fee. 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,

Executive Assistant

U-Haul International

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northern [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She requested he...

forward his fuel receipts from the U-Haul rental for further review. Ms. Richards explained she would be back in contact with Mr. [redacted] to offer a 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

July 8, 2015

Revdex.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 [redacted]. in [redacted], CO, followed up on the...

information Mr. [redacted] provided. He informed our office he issued a refund for $48.63 back to Mr. [redacted]’s Master Card account. This amount included a refund for fuel, truck rental, utility dolly, furniture pads and tax. The refund should post on his next credit card statement. Mr. [redacted] also mentioned he helped Mr. [redacted], therefore, is familiar with his rental.

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 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]

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.

mr [redacted] NEVER attempted to contact me our return my callls and sent me an email saying he would call me on 1/20. I never got a call.  the other trailer was not on reservation or rental but the dealer had verbally promised the trailer to someone with out taking a credit card or cash deposit per uhaul policy to guarantee the equipmemt. I had a reservation I should have been entitled to the equipment. 

Regards,

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 did not use foul language at the place of business when the trailer was attempted to be rented. U-Haul is using this against me to make me look like a bad person. Mr. [redacted] has still not made any attempt to talk to me in person, rather forwarding me voicemails regarding he will not talk to me due to the complaint that was filed. He has made no attempt to even listen to my side of the story, or talk with me over the phone leaving a return phone number, or email. He wants to avoid having to deal with the situation and would will not handle this accordingly. He decides to be a coward and hide behind the telephone, not realizing that without me, being a customer, he would not have the job he has. Mr. [redacted] does not realize that his actions have caused me to not only inform the local Revdex.com about his actions, but my friends and family as well, and while that may be just a few small people, it does affect his bottom line. I dont expect anything else from Mr. [redacted], or his company. They do not honor or support their customers who make reservations, or care for their profits or equipment, letting dealers make shady deals, not follow operating procedures, and not being attentive to customer needs. I hope you change your thought process and maybe you can make your marketing company successful.

Regards,

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Metro DC regional office, followed up...

on the information [redacted] provided. She informed our office she spoke to [redacted] and advised him of a refund for $400 as an adjustment for the delayed box along with an additional $100 refund to help offset the poor customer service [redacted] received.

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 my complaint.  For your reference, details of the offer I reviewed appear below.The response indicated there was debt owed and that was not the issue.  During my conversation with U-Haul there was a argument between a customer and employee which could be a racial issue.  I would like to have a copy of the complaint. there are two sides to every story and I would like to know both.  My issue is that I am being attacked without just cause. I could understand if the other party was not allowed to drive, or be in a U-Haul store.  I would abide by that request.   Punishing me and anyone associated with me for the rest of my life doesn't sit well with me. 

Regards,

March 26, 2014

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted] our President for our [redacted] office, reviewed the information recently provided. He relayed that over the 5 years [redacted] has been a storage customer we have waived her late fees 9 times and given her 2 VIP Certificates totaling $474.97. She has been consistently late since she has been storing with U-Haul. [redacted] stressed he believes we have sincerely helped her over the years. We have tried to work with her on showing us why she believes she is current on her storage unit but she has not sent in the documentation we require in order to write off any further late fees. [redacted] is willing to settle with [redacted] on 50% of what she owes if she can remove her items from our storage facility within 24 hours of settling on 50% of the full amount. He added that we no longer are able to continue to waive late fees and give away free storage to [redacted]. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, [redacted] Executive Assistant U-Haul International

I called her back, was not able to leave a message and sent an email. I got no response from her!

December 3, 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 at [redacted] in Jacksonville, FL, followed up on...

the information Mr. [redacted] provided and sent him the following email on November 26th in response:[redacted], I have tried contacting you and have left several voicemail in regards to your storage unit asking for a call back and have not heard back from you. I will allow you to pay $137.05 which is rent for October along with late fees and move out by 11/29/14. Please give me a call back on my cell phone at ###-###-####. 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

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

[redacted], our Executive Assistant for our Northern Indiana and South Cook Counties Regional Office, followed up on the information Ms. [redacted] provided. She informed...

our office they have made attempts to contact Ms. [redacted] but have not received a return call. She did go ahead and issue a refund for the $50 Reservation Guarantee Fee back to Ms. [redacted]’s [redacted] account. The refund 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,

Executive Assistant

U-Haul International

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Area Field Manager for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and discussed their concerns. He advised Mrs....

[redacted] of a refund for $300 as an adjustment on their rental. They should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

August 16, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Hector H[redacted], our GM for our U-Haul at Curtner Ave, followed up on the information Ms. [redacted] provided.  He informed our office he issued a refund for $150 back to her Visa account.  The refund 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, Maria P[redacted] Executive Assistant U-Haul International