U-Haul International, Inc.

February 19, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

FedEx advised us they delivered the hitch on February 10th, however,...

it could not be located. A representative from our WebSales department contacted Mr. [redacted] and informed him we were sending another hitch by express mail to our U-Haul Center of Richmond for him to obtain on Friday, February 21th.

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 [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $158.46 as requested back to Mr. [redacted]’s [redacted]...

[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,[redacted]Executive AssistantU-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.]

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]

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Re.

[redacted], our Traffic Manager for our Hamilton regional office, followed up on the...

information Mr. ** provided. She informed our office she spoke to Mr. ** and offered her apology for the inconvenience he experienced with his recent U-Haul rental. She also advised him of a refund for the $50 Reservation Guarantee Fee along with a $30 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

[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.]

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,

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to...

Ms. [redacted] and informed her the VIP Certificate had been issued to cover the 2nd month of storage and her next due date was November 27, 2014. Ms. Locket stated she was not able to pick up her equipment at the confirmed location and was sent to an alternate location. Ms. [redacted] also issued 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

May 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department advised me they contacted Mr. [redacted]...

and requested he fax over the dismissal for the citation he received on the U-Haul equipment. He did fax the information over and a reversal of the $130 charge was issued on May 1st. The refund should post on his next [redacted] 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

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] & [redacted]

July 29, 2014

Revdex.com ID[redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

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

office, followed up on the information [redacted] provided. She informed our office she left a message for [redacted] offering her apology for the problems he incurred and provided her telephone number for a return call if not already. She relayed she was having the truck he rented brought into our shop to be checked and have any necessary repairs done as needed. Our records indicate a refund for the $50 Reservation Guarantee Fee was issued to [redacted] along with 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.

Please be aware, as with anything mechanical, when a problem arises it will be when in use. Therefore, we value and rely on our customer for feedback when renting our equipment.

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

[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.]

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]

May 6, 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 Jacksonville Regional Office, followed up on the information Ms. [redacted]...

provided. She informed our office our GM for our U-Haul Moving and Storage of South Jacksonville contacted Ms. [redacted] and explained our deposit procedure. Ms. [redacted] added that the deposit was collected at time of rental and the difference was refunded when the rental was completed.

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, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Shyleen D[redacted], our Executive Assistant for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided and she sent him the following email in response: Hello [redacted], I apologize that you haven't been able to resolve your issues with your hitch. Could you please email me a copy of your invoice for the repairs. I will try to resolve this as quick and seamless as possible 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 m[redacted]er to our [redacted]ention and allowing us to offer a response.   Sincerely, Maria P[redacted] 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.[redacted] did not follow up with me.  It was only yesterday, May 5, 2015, AFTER I FILED MY COMPLAINT with the Revdex.com, that someone locally, a woman named [redacted], contacted me.  She still did not give an explanation as to why I was charged $87 for a 24 hour rental advertised at $19.99.  All she said to me was, “I’m sorry you didn’t understand you were charged a deposit.”   AT NO TIME during the phone call when I reserved the van, did the rep say anything about a deposit being taken and certainly not one in the amount of $87 or I would have objected then.  I was told that a $1.00 hold would be placed on my credit card.  On the day we rented the van, April 27, 2015, the mileage was checked BEFORE we left the store and again checked when we returned a few hours later.  The gas tank had been filled as well.  Therefore, I should have been charged and paid the ACTUAL amount due and not some larger amount.   I called that very day (Monday, April 27) to speak to someone and get an explanation as to why this larger amount had been taken from my account and the person who answered could not give a reason, just said I would get a credit and then hung up or we were disconnected.  So I called again the next day, spoke to another woman who put me on hold and then I was disconnected AGAIN.  I called AGAIN on Wednesday, April 29, 2015 and asked to speak to a manager.  I was put on hold and then told no manager was available to talk to me, but that they would call me back, which they never did.  I then filed a complaint because I think this is bad business practice and if they are doing this same thing to every client (charging an excessive amount then giving a credit three or four days later), then they are using other people’s money (possible earning three to four days interest) while the money is in U-Haul’s account and keeping me (and possibly others) from having access to my own funds.

Regards,

October 25, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted].   A refund for the $50 Reservation Guarantee has been issued back to [redacted]’s Visa account.  The refund should post on her next credit card statement.  I apologize for the inconvenience she experienced while trying to get her concerns addressed.   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 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

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

[redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

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Dear Mr. [redacted], I have received the forward of the information you had provided regarding your September rental with U-Haul, and would like to sincerely apologize for the inconveniences that you had encountered. While I cannot undo what has happened, I can assure you that the truck that you had rented did in fact get to our shop shortly after your rental for necessary repairs. Being in business for 66 years now, we surely take the repairs of our equipment seriously, and strive to ensure that every family using our equipment is provided with something that is clean, safe, and expertly maintained. Sadly, as with everything in life, things happen that just don't go along with the plans. I have located the claim that was started regarding the damage to your belongings. Please contact [redacted] at ###-###-####, or email at [redacted]@[redacted].com , referencing your claim number of [redacted]-[redacted]. I have been in contact with him, and he is expecting to hear from you to work on the claim. Realizing that we fell short in the equipment we had provided you, I have issued a credit to your Master Card for the rental amount of $137.36. I do again apologize for the inconveniences, and appreciate the opportunity to address your concerns. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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 21, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Penny S[redacted] a Customer Service Program Manager, followed up on the information Mr. Bryant provided and sent him the following email in response:Hi...

Shawn,We tried to charge but the amount was then reversed.  You can check your bank statements as well.  The card we had on file was ending 1184. I'm sorry you were given the impression this was paid however this debt is still valid unless additional proof of payment can be given. Ms. S[redacted] mentioned that Mr. B[redacted]ent her an email he received from our Collections Department that indicated his credit card was charged.  However, Ms. S[redacted] found the charge was reversed shortly after and when she checked to see if the amount was ever paid on the card, none was found.  She then emailed him with this information and has not heard back from him.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

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 realize that the information orginally given was incorrect about being able to ship to Sechelt BC. This is another matter.The reason I am upset and requesting full refund of TRANSPORT fee is because our u-boxes sat in Edmonton for a month after being told 3 seperate times they would be sent out and be available in sechelt on a certain day. When signing the contract with uhaul there was a "guaranteed date" the uboxes would arrive. The boxes hadn't even left edmonton anywhere near any of those dates. The boxes were completely forgotten about. The 17 street edmonton branch never even entered our uboxes into any system. My family was left with whatever was on our backs when we drove out to BC. Noone would help us out. Phone calls were unreturned.  Of course Uhaul refunded storage fees. The uboxes were left in the 17 street depot and forgotten about; in no way should we pay any storage fee at all with uhaul. This should have taken 14 days. That is what our contract says. Guarunteed 14 days. I fully understand the miss communication of sending our boxes to sechelt. It is the fact that our personal and family belongings were left to sit in edmonton with noone caring to do what our contract stated. It is extremely upsetting to me that noone can take responsibility for this and right the wrong. The contract was breached. It had nothing to do with them being sent to sechelt. They didn't make it to BC for a month and a half. Im not sure if  [redacted] at uhaul has had the luxury of living with 2 pairs of clothes for 3 months but we did. Myself, my 5 year old, 3 year old and 8 month old.

Regards,

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

[redacted], our President for our [redacted]...

[redacted] Office located in Spokane Valley, followed up on the information Ms. [redacted] provided. He informed our office a written response was sent to Ms. [redacted] advising her we have agreed to reimburse her for the shipping cost of the third box. Payment will need to be received on the third box before it can be shipped and in return the shipping fees will be refunded back 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

February 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho regional office,...

followed up on the information Mrs. [redacted] provided. She informed our office she corresponded with Mr. and Mrs. [redacted] by email. The rate on their rental was already discounted by $144. The base rental rate was adjusted from $39.95 to $25 and the mileage adjusted from $.89 a mile to $.50 a mile. No further adjustments will be issued.

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