U-Haul International, Inc.

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.What information matched i'll fax a copy my driver's license to prove the information doesn't matchsounds to me that you said you not holding me liable but not being able to rent sounds like you arei just want my name removed so I can rent and a $100 uhaul gift card

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.

To whom it may concern,I am not fully content with the resolution of the stated issue.A $50 refund towards a moving service which cost over $825 (not including gas money and money lost in missing appointments) seems pretty sparse, especially considering the severity of the complaint. I had complaints about the entire moving process, the latter incident was just the majority of it.And according to your message, you are placing a fair amount of blame upon myself. According to your rendition of the situation, this location was busy due to the time of the month. I stopped by the storage location frequently to grab items from my unit, and at no time was there ever more than three Uhaul representatives at the location. On the date of this particular incident, there were only two.You also state that Mr.[redacted] gave me a specific key and that upon returning after a few minutes that the key was missing.I was told a specific key to use, however, this key was bent and could no longer effectively open the lock it was made for. There was no spare key at the location.Mr.[redacted] also states that I returned 5-10 minutes later, but he would not be able to state this definitively because he left the premises immediately after initially handing me the key. He would not return for over 45 minutes.By no means do I intend to get anyone in any kind of trouble, but I also will not allow unwarranted blame to be placed in my direction.

Regards,

Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Eastern Quebec Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she...

experienced. The U-Haul truck Ms. [redacted] rented was dispatched late, therefore, Mr. [redacted] offered to refund her the $50 Reservation Guarantee Fee and help with the second reservation from Toronto to Calgary, her final destination. Ms. [redacted] will be using the same equipment to Calgary at the same rate as the 17-foot truck. She was also offered extra kilometers and days. Mr. [redacted] provided his cell phone number in case she needs further assistance.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 10, 2014

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 Eastern Massachusetts regional office, reviewed the recent information Mr. [redacted] provided. She relayed that our CSR that dispatched the truck to Mr. [redacted] recalled helping him very well and that he was friendly and conversational. Our CSR has worked for U-Haul for some time and Ms. [redacted] said she definitely explained to Mr. [redacted] what the Safemove Protection choices covered and what it did not. There is also a large sticker on the dashboard that indicates the limitation height clearance for the truck. Our GM of our U-Haul Center has had conversations with Mr. [redacted] since the incident and he was made aware the damages are his responsibility. At this point the damage claim needs to be processed and should not be misconstrued as harassing him for his cooperation. Ms. [redacted] went on to explain that although this is an unfortunate incident, only Mr. [redacted] can provide us the details of what caused the damage that occurred while the truck was in his possession.

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 23, 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 [redacted] regional office,...

advised our office she removed the Overtime Note from Ms. [redacted]’s contract and left a message for Ms. [redacted] requesting a call back to inform her of their 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

Thank you for your concern for our customers [redacted]-[redacted] and her daughter, [redacted], whose name is actually on the rental contract.

[redacted], our President for our [redacted] Regional Office, followed up on the...

information Ms. [redacted]-[redacted] provided. He advised our office Ms. [redacted] was contacted and advised the U-Boxes would be delivered to [redacted] on November 8th at no charge.

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 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Kansas regional...

office, followed up on the information Mrs. [redacted] provided and sent her the following email in response:

Mrs [redacted], I would like to apologize for any inconvenience or added stress this move may have caused. I will be refunding $50 to your card per our guaranteed reservation policy. Sincerely, [redacted] Executive Assistant U-Haul Company of Southern Kansas

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 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 North Philadelphia...

regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. Mr. [redacted] relayed that he offered Mr. [redacted] the refund he was seeking and Mr. [redacted] accepted the resolution. Credits totaling $59.92 were issued back to Mr. [redacted]’s American Express 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

August 4, 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 New Hampshire and...

Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back. At this time she feels the only refund that is due back is $284 for the trailer and $108 for the Safetow Protection. Both refunds were issued back to Ms. [redacted]’s [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

[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.  When the money is received, will consider this complaint resolved.

Regards,

October 23, 2016   Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Mark R[redacted], our President for our Corpus Christi Regional Office, followed up on the information Mr. [redacted] provided and sent the following email in response: Hello Mr [redacted], first of all let me apologize for any inconvenience we may have caused you in not being able to accommodate your move. I have personally requested a check be mailed to your [redacted] and should be receiving this check. If you still have issues of not receiving this check please call me at [redacted], Mark R[redacted], President, U-Haul Co of Corpus Christi. Thank you in advance.   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

Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s bank was contacted on her behalf to request the bank charges be reversed. Her...

bank relayed they would reverse the charges, however, they would need to hear from Ms. [redacted] direct. Mr. [redacted] explained the extra day charge was a valid charge. A refund was issued in the interest of customer good faith although we were not able to find the person she states she spoke to in Customer Service that provided an extension on her contract. Contract extensions are normally noted electronically in the contract notes. No further refunds or 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,[redacted]Executive AssistantU-Haul International

Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Southern Georgia Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello Mr. [redacted]I am responding to your letter...

to the Revdex.com regarding your recent rental with us. Since I am the Executive Assistant for the Regional Office for U-Haul Company of Southern Georgia, it was given to me to respond to and resolve.I realize that they only give you so much space in order to voice your complaint and you did a good job; however, you failed to mention some of the positive aspects of your rental. I would think that the 190 extra miles you were given and the 10% military discount that was given to you up front (by GM [redacted]) in order to bring the price of your truck down from $290 to $ 261 - were definitely noteworthy.We also promised to process a $ 50.00 Reservation Guarantee since you had to travel somewhere other than your preferred pick up location to pick up your truck. After reading in your complaint that it was never processed, I processed it today for you. The $ 50.00 should be on your card within 3 to 5 business days, depending on your financial institution's policies and procedures. Please accept our apology for this not being done sooner. Two employees were working on it and apparently they both thought the other was processing it.I have also emailed a $ 20.00 VIP coupon to this email address so please be sure to check your spam, as it will probably end up there. These coupons are accepted at all of our locations across the United States and Canada. They are accepted the same as cash and can be used towards your next rental, storage, propane, buying any moving supplies of your choice, and anything that U-Haul rents or sells. They are also transferable, making an excellent gift for anyone on your gift list!We appreciate your business and look forward to serving you again soon!Kind regards,[redacted],Executive AssistantU-Haul Company of Southern GeorgiaOur 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

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

[redacted], our Traffic Manager for our [redacted] Regional Office, reviewed the recent information Mr. [redacted] provided. She informed our office she sent him an email explaining U-Haul granted an additional rental valued at $982 to complete his move and no further action will be taken.

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

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]

December 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental contract.

[redacted]...

[redacted], our Traffic Manager for our Northern New Jersey regional office, followed up on the information Ms. [redacted] and Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed their concerns. Ms. [redacted] issued a refund for $300 as an adjustment on their rental and was also provided a telephone number for Ms. [redacted] in case they needed assistance in the future. The refund should post on their 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

April 28, 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 of Livermore, 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. A refund for $60 has been issued back to Mr. [redacted]’s 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

A copy of the invoice is attached.

May 9, 2014

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 Lower Hudson Valley regional office, reviewed the information Mr. [redacted] recently provided. She informed our office she sent him the following email:

Mr. [redacted] Again I apologize for the problems you had with your rental. I am sending you 150.00 in vips, these can be used for any service that U-Haul offers. Your business is important to us and we hope that you continue using U-Haul for all your moving needs. We cannot undo the damage that has been done but our regret is sincere and will use this experience as a guide for the future. Thank you [redacted]

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.

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

November 25, 2014

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 Gainesville Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:

Mr. [redacted], Uhaul does care about the customer. If there had been an issue with the equipment you rented by all means there would be no charge for the rental. But because this was your personal vehicle we turned your intown rental to a one way charging you less than the one way rate so that you would not be charged more money. I do apologize that you feel this is not the out come you hoped for. It is a fair out come for both parties involved. Thank you [redacted] Executive Assistant Uhaul Co. Gainesville.

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