U-Haul International, Inc.

July 18, 2016   Revdex.com ID#...

[redacted] U-Haul ID# [redacted]   Thank you for your concern for our customer Mr. [redacted].   Steve B[redacted] our Customer Service Program Manager for U-Haul International, followed up on the information Mr. [redacted] provided.  He spoke to Mr. [redacted] and also sent him the email below as follow up to their phone conversation on July 14th: Mr. [redacted], We spoke seconds ago, and you indicted that you were in the middle of something and asked that I send you an email. I am the Program Manager of U-Haul Customer Service and your concern was forwarded to me for review and response. I very much want to address your issues and come to a cooperative conclusion. Please contact me at either of my direct phone numbers: [redacted]. I look forward to discussing this with you.--Steve B[redacted] Program Manager   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 18, 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] Office, followed up on the...

information Mr. [redacted] provided. She informed our office a receipt will be sent to Mr. [redacted] showing a $0 balance owing on the storage unit.

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 30, 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 Nebraska regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology as well as advised him of a refund for the rental fee of $16 back to his Visa account. The refund should post on Mr. [redacted]’s 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 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Chicago Suburbs, reviewed the recent comments [redacted] relayed to your office. She has been in contact with [redacted] by email. [redacted] advised our office that the original check had to be voided and a new check was sent to [redacted] on August 19, 2014, check# [redacted]. [redacted] apologized for the delay and relayed he should receive the check soon.

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

January 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] with the Customer Support Team of Moving Help reviewed the recent comments from Mr. [redacted]. She explained that Mr. [redacted] released the Payment Code to Moving Helper so those funds are no longer available. The customer is advised that they should not release the Payment Code until the job has been completed and they are been satisfied. Ms. [redacted] stated that if Mr. [redacted] is seeking a reimbursement of any sort, he must go through the service provider directly as explained in her previous email to him on November 25th.

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

August 21, 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 West Texas Regional Office, followed up on the information Mr....

[redacted] provided.  She informed our office she contacted Mr. [redacted] and explained the destination never got changed.  Mr. [redacted] was advised of a refund for $172.59 he was charged at our receiving location and that also the Promissory Note for $74 was removed.
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

December 12, 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 that Ms. [redacted] was never scheduled at her preferred pick up location. She was scheduled at the next closest alternate pick up location but Ms. [redacted] declined. The truck she reserved was available, but she refused to secure it and opted to go to another moving company that ended up costing her more money. Although she is not due the $50 Reservation Guarantee Fee, it was issued to her in the interest of customer good faith. Ms. [redacted] attempted to speak to Ms. [redacted] but reached her voicemail. She left a message offering her apology for the inconvenience she experienced and also advised her no further refund will be issued. She left her call back number in case Ms. [redacted] wished to speak to her.

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

[redacted]  [redacted]

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 provide the business with the information they have requested on my complaint.  If they act upon the information I have provided, then I will consider this complaint resolved.

Regards,

June 12, 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 Central New Jersey...

regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She relayed that payment for the move was taken on May 17th. Ms. [redacted] was quoted 14 business days for delivery, which would have been by June 5th. The U-Box was actually delivered on May 28th. The U-Box was delivered to Ms. [redacted]’s residence at no charge. Ms. [redacted] offered her apology for communication issues in her message and advised her of a refund for $100 as an adjustment in addition to the $50 previously issued. Ms. [redacted] 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

May 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] concerns to our office.

[redacted], our GM for our U-Haul Moving and Storage of Red Bird Lane, followed up on the information Ms....

[redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back to personally discuss her concerns. Please be advised that the Terms and Conditions for the Equipment Rental states Customer expressly authorizes Company to apply any and all additional charges, including lost rental revenue, on the credit card used to pay for the rental or on the credit card used as meaningful assurance. Ms. [redacted] will need to contact her cousin, [redacted], to retrieve any extra funds she paid towards Ms. Uju’s rental if she wishes to do so.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

September 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our GM for our North Seattle Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he left a...

message for Ms. [redacted] on August 24th advising her he had issued a refund for the extra mileage charge in the amount of $42.85.  The refund should post on her 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,[redacted]Executive AssistantU-Haul International

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul of Downtown in Sacramento, followed up on the information Dr. [redacted] provided....

He sent Dr. [redacted] an email explaining they have tried contacting her about payment but have been unsuccessful. Dr. [redacted] had sent an email that she was going to return the truck to a different location although the truck is locally assigned to the U-Haul of Downtown Center and she signed the contract agreeing to return back to that location. After that they received no further contact from her. We eventually located and retrieved the U-Haul truck but Dr. [redacted] refused to turn over the key to Mr. [redacted]. Her items have been put into storage and Mr. [redacted] will be updating her soon on the final bill.

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.

[For a faulty vehicle and abysmal roadside assistance--which endangered our lives--U-haul has denied negligence and offered a pitiful monetary token.  We have asked for a full refund and believe nothing less is fair.]

Regards,

May 27, 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 Southern Alberta regional office, followed up on the information...

Mr. [redacted] provided. She informed our office she left a message on the primary number listed on the Revdex.com file requesting a call back to personally discuss his concerns. She mentioned she did not see a duplicate charge but will obtain additional information from Mr. [redacted] if necessary.

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 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Ramon M[redacted] our President for our Southern Massachusetts and Cape Cod Regional Office, followed up on the information Ms. [redacted] provided.  He informed our...

office he carefully researched Ms. [redacted] concerns and reviewed repair history on the truck she rented.  The battery in the truck was just replaced a month prior to the rental.  The truck has since traveled over 800 miles including four in-town rentals and two one-way rentals.  Mr. M[redacted] believes Ms. [redacted] may have left the cargo light on too long, which caused the battery to die.  We have no record of any calls into our Emergency Road Assistance line within these 800 miles, nor have there been any battery issues reported.  He verified a refund for the extra fuel that was issued in the amount of $31.85 and should post on her next Visa credit card statement, however, a full refund is not warranted.  As we value Ms. [redacted] as a customer, Mr. M[redacted] authorized a $50 VIP Certificate to be sent to him by email 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,Maria P[redacted]Executive AssistantU-Haul International

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

[redacted], our President for our West Houston Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a refund for one rental period...

plus the Safemove Protection and tax in the amount of $40 was issued back to Mr. [redacted]’s [redacted] account as an adjustment on his rental. 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 [redacted]er to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

July 30, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our [redacted], followed up on the information [redacted] provided and sent her the following email...

in response:[redacted], I tried to call you but got no answer earlier today. I went ahead and out of good faith refunded back the $30 fueling fee. I do see that your final bill was $382.76. We collected $211.42 from you that day on the credit card. The balance of $171.34 was left over. I took off the fueling fee of $30. You now still owe $141.34. That is from using the equipint with mileage and CDW and rental fees. It is explained on your return contract. If we can be of any further help to answering questions please feel free to call us.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

November 4, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Amber G[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she sent Ms. [redacted] an email in regards to her concerns and advised her of a full refund per her request.  Ms. G[redacted] also made Ms. [redacted] aware if she needed other assistance she could call her.   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 17, 2015
Revdex.com ID#:[redacted], [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. and Mrs. [redacted].
[redacted], our President for our Western Georgia Regional Office, reviewed the...

recent information Mr. [redacted] provided.  His office contacted Mr. [redacted] and advised him of a supplemental refund for $400 as an adjustment on their 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,

Executive Assistant
U-Haul International

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. In an effort to resolve Ms. [redacted]’s concerns, Ms. [redacted] offered a refund for $350, however, Ms. [redacted] opted to...

decline the 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,

Executive Assistant

U-Haul International