U-Haul International, Inc.

August 16, 2016   Revdex.com...

ID#: 11615647 U-Haul Ref#: 1182858   Thank you for your concern for our customer Ms. [redacted].   James M[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms. [redacted]’s concerns were forwarded to RepWest Insurance Company for handling.  Ms. [redacted] will be contacted by an adjuster from RepWest Insurance Company shortly.   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

November 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 994442Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our North Seattle Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:Good Morning! My name is [redacted] and I work in the Regional office here in Everett,Wa for U-Haul. I first want to apologize that your move was interrupted by scheduling errors. My team and I understand that moving is normally a very tightly scheduled event and needs to be done in a timely manner. I am able to refund your mileage charges as per your request and you will see the refund of $46.28 on your card ending in 3505 in 3-5 business days depending on your bank. In your complaint you also mentioned you were concerned when you made the reservation online the charges were not as clear as they may have been in the past when you rented. I have forwarded your file to our corporate office in Phoenix and asked that they review the site to see how we can keep our customers better informed. Please feel free to contact me with any additional questions or concerns! You can reach me by E-Mail at [redacted]@Uhaul.com or you can reach me by phone at our office between 8-5 Monday-Friday and Saturday 8-12 at [redacted] Thank You for your time, and again I'm sorry you had such an awful experience. I hope you will give us a chance to earn your business back in the future [redacted] U-Haul Regional Office Everett, Washington [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,[redacted]Executive AssistantU-Haul International

June 25, 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 Northeastern Pennsylvania regional office, followed up on the...

information Mr. [redacted] provided. He informed our office there seemed to be a communication error and he did contact Mr. [redacted] to discuss his concerns. Mr. [redacted] offered his apology and explained he is having a Class III hitch ordered and installed for Mr. [redacted] at no additional cost.

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 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that because all U-Haul trucks and trailer are registered to U-Haul, anytime a...

citation is issued and not given to the driver, the citation is forwarded to the U-Haul Company for immediate payment. In order to keep our equipment legally on the road, we must first pay any citations that are received from a violations bureau. We then research to find out who had the equipment in their possession at the time of the violation and apply those charges to the credit card on file or send a bill for payment. Per the Terms and Conditions for the equipment rental documented on the Rental Contract Addendum Document Holder, Customer shall be responsible for any applicable federal, state or municipal compliance, and pay any fees or taxes in conjunction with the rental and/or use of Equipment. Customer shall pay directly to that authority any and all citations, fines, penalties, moving violations, tow charges, tolls and toll surcharges incurred by Customer or resulting from Customer use of the Equipment hereunder. Customer agrees that any amounts paid by Company hereunder shall be applied to any Customer provided credit card.

In the interest of customer good faith, I have issued a refund for the $5 Processing Fee back to Mr. [redacted]’s [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

June 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Chicago South and SW...

Suburbs, followed up on the information Mr. [redacted] provided. He assured our office he addressed the situation with all involved to ensure proper reservation and rental procedures are being followed locally. He relayed he issued a refund for the $11 fuel expense back to Mr. [redacted]’s [redacted] account on June 10th. 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

September 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Area Field Manager for our Hamilton, Ontario Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office he spoke to Ms. [redacted] and agreed to issue her a refund for the $30 Service Fee.  Ms. [redacted] should receive the refund check within the next 10 business days.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

April 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our South Seattle Regional Office, reviewed the current comments from Ms. [redacted]. She relayed to our office that it has been communicated to Ms. [redacted] several times that she needs to return the hitch, hitch ball and converter before the refund can be issued. She was told she could even return these items to a U-Haul location in Texas. Only after this is done will the refund for $215.23 be issued. Ms. [redacted] mentioned that Ms. [redacted] cannot keep the hitch and receive a refund too. It must be removed and returned for the 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,

Executive Assistant

U-Haul International

June 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Our records indicate a refund for $69.08 was issued back to Ms. [redacted]’s [redacted] account ending in 9326...

on May 28th. 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

September 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Sugarland Airport Area, followed up on the information Mr. H[redacted] provided.  He informed our office the...

hitch installation was inspected and found to be correctly installed.  Mr. [redacted] mentioned the noise was due to the muffler rattling against the hitch.  He offered options to resolve the issue but Mr. H[redacted] declined because there would be an additional 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,[redacted]Executive AssistantU-Haul International

April 18, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: 1071011

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

Shari L[redacted], our Executive Assistant for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee.  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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

July 21, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Assistant for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided.  She informed our office she contacted Mrs. [redacted] and offered her apology for the inconvenience she experienced and for no one calling her back last week.  She advised her of a refund for the extra charges, minus the extra mileage charge, in the amount of $132.64.  The refund was issued back to their [redacted] card account 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

My complaint is with UHaul's corporate office, where they refused to help me and did nothing to reverse the error.  They continually transfered me to other departments stating they did not know what to do. It was also the corporate customer service that caused this issue in the first place by not transferring the payment to the new trailer.  Chris did help me, but I'm still out $112, still went weeks without the money, and I still haven't heard back on my formal complaint.  This is not about Chris.  It iseems about UHaul.

February 22, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted]   Shannon O[redacted] our Executive Assistant for our Southern [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Ms. F[redacted], We have reviewed your complaint and you were definitely entitled to the reservation guarantee. It applies to all scheduled (or agreed) reservations. some reservations are not able to be scheduled when first made, until we contact the customer, but this did not apply to yours. we apologize for the miscommunication on our part and will make sure to clear up any confusion that the employees you spoke with have about this program. The funds are being applied to the credit card that you paid for your rental with. if we can be of further assistance, please feel free to email or contact me at the numbers below. Thank you, Shannon O[redacted] U-Haul company of southern [redacted] Office: [redacted] Fax: [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, Maria P[redacted] Executive Assistant U-Haul International

June 28, 2015

Revdex.com ID#: [redacted]

U-Haul ID#: [redacted]

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

[redacted], our Executive Assistant for our Raleigh Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she did a thorough review of the file including notes from Roadside Assistance and concluded no further refund is warranted. The refund previously issued was in the interest of customer good faith. Our GM assured Ms. [redacted] the pin was in its proper place when Mr. [redacted] left the lot with the trailer.

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 24, 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.  She asked that we relay U-Haul is always concerned regarding our customer’s safety.  When Ms. [redacted] arrived at the U-Haul location to rent the truck, she was instructed to verify the fuel level as well as visually inspect the vehicle for damage.  When Ms. [redacted] noted the fuel level on empty, our employee assumed the fuel must have been siphoned from the tank.  During the visual inspection, the fact that the filler hose had been cut, would not have been apparent.   If a truck is on empty at time of rental, we will reimburse our customer for returning the truck at 1/4 of a tank.  Ms. [redacted] mentioned she worked for the [redacted] Police Department and she has experienced theft of fuel in a reporting nature.  Ms. [redacted] relayed Ms. [redacted] admitted she is the type of person who worries about “what if?”  Ms. [redacted] stated the only what if in this circumstance was, what happened?  A small fuel spill at the gas station when trying to fill the truck was the only issue.  She assured our office at no time was Ms. [redacted] or any passenger in danger.  A full refund for the rental was issued in the amount of $163.95 back to Ms. [redacted]’s [redacted] account as an adjustment on her rental.  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

August 18, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Southern Alberta Regional Office, followed up on the information...

Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and addressed his concerns.  Our agent did in fact advise Mr. [redacted] he could bring the truck back to the location and park it on the lot at his own risk.  However, because this location shares a very small lot with the shop, they cannot accommodate Mr. [redacted]’s request.  Ms. [redacted] spoke with our GM of our U-Haul lactation who reported that Mr. [redacted] was driving erratically on the lot and yelling at the center staff.  When approached, Mr. [redacted] stated he was allowed to leave his rented truck on the lot despite what the staff told him.  Ms. [redacted] offered her apology to Mr. [redacted] for both any wrong information relayed to him as well as any rude treatment he received from our GM.  She explained she spoke to both our GM and our Company President and assured Mr. [redacted] proper follow up would be done with all involved.  We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  
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 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted].   Willie S[redacted], our GM for our U-Haul of North Miami Beach, followed up on the information Ms. [redacted] provided.  He informed our office the truck was rented for four days and that they did close early one day for the storm.  Mr. S[redacted] relayed they were only in tropical storm weather.  He offered one day rental credit for closing early but Ms. [redacted] is requesting only to be charged for one day.  Mr. St[redacted] will process one day credit, which he feels is a fair 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, Maria P[redacted] Executive Assistant U-Haul International

February 28, 2016   Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted]   David A[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and found the Promissory Note was not canceled.  He contacted our Collections Department and had the Note canceled as well as removed Ms. [redacted]’s name from E-Alert.    As we value Ms. [redacted] as a customer, Mr. A[redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Mr. A[redacted] provided his cell phone number in case she had any concerns regarding her refund.   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

August 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Dr. [redacted], our GM for our U-Haul Storage of [redacted], followed up on the information Dr. [redacted]...

provided.  She informed our office she contacted U-Box who confirmed the difference in shipping charges and reversed the hold return at U-Haul of Mountain View and now needs to be checked back in and the correct charges applied.  Ms. [redacted] attempted to reach Dr. [redacted] to relay this information but had to leave a message.  She also asked Dr. [redacted] to contact the receiving location to complete the transaction.  Their telephone number was provided as well.
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 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted]   Don T[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: We tried to reach you by phone on your objection. We value you as a customer so I am refunding you the full amount of what you paid for hitch or bike rack.We refunded that amount to the card on file. You should see it in 5 to 10 days depending on your bank.Thank You for being our customer. 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