U-Haul International, Inc.

May 13, 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 Raleigh Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office our GM for our U-Haul Center ordered the needed part from the [redacted] dealership and the part just came in yesterday. Our GM will be picking up the part and calling Mr. [redacted], if not already, to set up a time for the installation.

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 28, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Tom B[redacted], our President for our North [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology...

for the inconvenience she experienced due to the unfortunate random act of break-in. He advised her he had contacted [redacted] Insurance Company and requested they expedite her claim for [redacted] Coverage of $1,000. Mr. B[redacted] also provided her with one month free storage in the interest of customer good faith and asked her to call him when she was planning on moving her stored belongings to Georgia and he would assist her with getting the right U-Haul equipment at the lowest 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,

Maria P[redacted]

Executive Assistant

U-Haul International

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. Although he was unable to reach [redacted]...

[redacted] by phone, he did issue her a refund for the $50 Reservation Guarantee Fee back to her [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,[redacted]Executive AssistantU-Haul International

May 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Claims Supervisor with [redacted] Insurance Company, followed up on the information Mr. [redacted]...

provided. She informed our office the claim was reported to them on May 12th and is currently being reviewed for 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,

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 upon our agreement. They have agreed on the $274.34 + $263.66. Which I am waiting for a check totaling $539.00  Once I have received the check for that amount, I will be happy that this is resolved. I will wait until for the business to perform this action and, once completed, I will consider this complaint resolved.

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 inform the representative who spoke with me that I would call her back in a few days, but in the meantime I have been credited back the $150 without my consent. Had this resolution been offered back in August at the time of my complaint to the business, I would have been satisfied - however the five-month lag time has been extraordinarily frustrating. Because the full charge was for $788, and because I have made dutiful efforts to reach UHaul and resolve this with them directly, I respectfully request at least a $300 refund of the charges from UHaul.

Regards,

[redacted] [redacted]

July 29, 2015Revdex.com # [redacted]U-Haul Ref# [redacted]Thank you for your continued concern for our customers [redacted].[redacted] our insurance carrier, provided us with the details of Mr. [redacted]'s claim:    Customer, [redacted], rented the [redacted] on 1/25/2015. In town rental. No safetow purchased. Customer called roadside assistance on 1/26/2015 and reported that the trailer had started whipping and spun him around facing the opposite direction. The police officer saw no damage to the trailer. It was dark and roads were wet. He continued to drive the trailer. Later that day he noticed the left rear tire was not aligned and lug nut was missing. The customer told me that he had driven the trailer 100 to 150 miles and this was his 2nd trip. Gm, [redacted] reported that dealer employee, iris from biers rental in fenton, mo, witnessed the lessee hydroplane on the bridge and bounce off the guard rail. The tire had been repaired by a service provider on 1/16/15 and the customer was told that its possible the service provider did not tighten the lug nuts, however, the trailer was on rental 3 times since then before this customer rented it with no reported problems. Edr states that the damage to the trailer consists of fender smashed, driver side wheel bent, bent tongue. We do not have a police report. [redacted] Claims adjuster Repwest insurance company Nebraska field claims office ###-###-#### Fax ###-###-####          Thank you again for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution to be satisfactory to me.  The refund was issued and the complaint is fully resolved.  

Regards,

I did speak with Mr L[redacted] via telephone and email.  We have not been able to reach a resolution as of today 5/17/2016.  I have requested service records of the truck and tires and was told I am not able to see them.  I am attaching pictures of the retread tire for your review.  Mr. L[redacted] via email told me 05/14/2016 that he would be reviewing my pictures and would let me know his thoughts.  I sent a follow up email today and I am waiting to hear from him.  I am hopeful that until a resolution can be reached that the Revdex.com will continue to keep my claim open.  
 
Thank You,

We rented Uhaul truck to move our furniture form Houston to Oklahoma. We placed an order on May 28, 2016 to pick up on May 29, 2016. As soon as I placed an order, I received an email stating an agent will contact me for the time to pick up the truck. We were waiting for a call from Uhaul agent the whole day. Nobody called us. Nobody answered the phone whenever we tried to contact. We called Uhaul again on May 29,2016 to pick up the truck. We already had a confirmation email to pick up the truck on May 29,2017. The lady from Uhaul customer service told me our appointment is on May 31, 2016 instead of May 29, 2016. We told her that our appointment is on May 29, 2016 and we have a confirmation email as well. She said" she doesn't have any truck for us. nothing she can do although we have a confirmation email." She was rude to us on the pone as well. We called out Uhal services. We finally found a truck to pick up at 0900 Am on May 30, 2016 by accident. On May 30, 2016, I received a call 5 minutes before my appointment time from Uhaul stating the truck is not ready for us. We were very upset. We went there and got a truck luckily because somebody returned a truck early. We finally have to accept the wrong size truck because I need to leave Houston. We have been missing from work for two days. Another problem came up when I make a payment for truck rental. They couldn't accept my debit card. I had to pay in cash. They made me to make a 100 dollars deposit if I pay in cash. The instructed me to return my rental truck at the morning star storage in Edmond ok. The lady form morning star storage told me she could not be able to refund my deposit money and told me to go another location to get my refund. I had to go the different Uhaul location to get my refund. It took me about 5-6 hours. I missed another day or work. I am not well off. I had live pay check to pay check. It was a waste of my time and money by renting Uhaul truck. their staffs are not very respectful, lack of efficient and rude. I am very disappointed at their poor customer services.

May 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our New Mexico Regional Office, followed up on the information Mr. [redacted]...

provided and sent him the following email in response:

Mr [redacted] I will refund the extra days and miles that were alowed on the contract, but you signed the contract to go from Artesia to Clovis and you dropped off in Albuquerque. So I am not understanding your dispute on the wrong destination charge. 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

U-Haul International

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted] is not to be charged for fuel so long as it is at 1/4 of a tank, nor mileage or any extra day as long as the equipment is returned before 4:00 PM.

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 10,02014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Metro DC regional office, followed...

up on the information Mr. [redacted] provided. She advised our office she contacted Mr. [redacted] and discussed his concerns. A refund for the difference was issued as requested. The refund for $56.66 was issued back to his Visa account and 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

May 11, 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 Illinois Regional Office, followed up on the information Mr. [redacted] provided. She asked that we inform your office she has been in contact with Mr. [redacted] and is currently working with him to get the answers he deserves.

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 Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr....

[redacted] was offered climate controlled storage when he initially rented, but declined. She mentioned they do have dehumidifiers in the non-climate controlled building to help with the humidity in the area but it cannot be completely eliminated. Although we realize this is an unfortunate situation, Mr. [redacted] relayed that a refund will not 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

size="3">  September 6, 2016
 
Revdex.com ID#:  [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Steve B[redacted], our Program Manager for Customer Service, followed up on the information Mr. [redacted] provided and has been in contact with him by email with the most recent below:
Hi, Mr. [redacted], I am looking forward to seeing whatever documentation you can provide me so that we can get this matter resolved. I would hope also, that your bank would be willing to just forgive the overdrafts considering the fact that it was an obvious mistake and not something their Customer (and colleague) should be held accountable for. I am also in contact with the Regional Marketing Company President regarding your other concerns as well. Hope this can all be resolved quickly. -Steve B[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

December 22, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional office, followed up on the information [redacted] provided. He informed our office he...

corresponded with [redacted] by email. Credits for $48 and $55 were issued back to [redacted]’s [redacted] account as adjustments on his rental. The 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,[redacted]Executive AssistantU-Haul International

July 11, 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 Mr. [redacted] was contacted by our Center GM. Mr. [redacted] relayed he went to our [redacted] U-Haul location and was able to get the repairs done to his vehicle.

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 19, 2016
 

size="3">Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Lisa S[redacted], our Traffic Manager for our South Alabama Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office options were offered with available equipment.  We offered a one-way from Mobile back to Fairhope or a 26-foot truck for 24-hours in Robertsdale.  Mr. [redacted] relayed the options we offered would not work for him and he rented a truck with [redacted], which was slightly higher.  A refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Visa account on August 27th, which more than covered the difference in rates.  The refund should post on his next credit card statement if not already. 
 
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

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 have spoken on the phone with numerous of people today [redacted] and was unable to get my rental damage issue resolve. No one from this office was willing to speak with me and to contact U-Haul on 3way to discuss the matter. I have spoken to an [redacted] which advise me that he has contacted the regional head man in office and advise that my damage fees were not waived. I have spoken and contacted the corporate office to discovered that I was being lied to regarding what is owe and no one has called contacted U-Haul from [redacted].

All they have was received letters from [redacted] office and no phone calls.

 

Attached are the invoices from the collections department showing that my balance with U-Haul is $0.00

Invoice as of 5/6/14 and rented date of 4/14/2014 shows a balance of $52.53.The additional charges of $22.53 was taken and the fee of $30.00 was waived. It has been verified that a Nakita White was the manager/supervisor to waive the damage fee of $300.00 in u-haul system. Collections department representative [redacted] has also advise that fee waived and didn’t mind to send the invoice. She also states no call have come from [redacted] and my balance with U-haul is $0.00

 

Seeing that [redacted] has been replying back lies to a customer that has been trying to get an issue resolved isn’t good.  

 

I will need this to be placed on [redacted] end and a final documentation stating my balance is $0.

Regards,