U-Haul International, Inc.

August 19, 2014

Revdex.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]...

[redacted] provided and sent him the following email in response:

[redacted], My name is [redacted] with the [redacted] regional office. I also left you a voicemail to clarify the card numbers on file. I will email over what I have so far which can also be seen on your [redacted] using your reservation number [redacted] and your last name. If this is not sufficient please let me know. I do apologize for the confusion as we thought you already received your receipts. My email address is [redacted] and my phone number is [redacted]. 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

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Eastern Massachusetts regional office, reviewed the information Mrs. [redacted] provided. She stated that her office has relayed our policy to Mr. [redacted] in regards to the one-way rate of our rental equipment and the extra days allowed are for the customer’s safety. U-Haul wants our customers to experience a safe, stress-free travel experience but we know there’s always unforseen circumstances so as a courtesy, the rate includes additional time to complete their move. Ms. [redacted] added that a cash refund is not warranted, however, in the interest of customer good faith, a $50 VIP Certificate has been issued. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Her office was not able to reach Mr. or Mrs. [redacted] by phone, but a message was left advising them the Certificate was sent to their email. We hope they will take advantage of the Certificate and allow U-Haul to serve them again in the future.

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 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Bay Regional Office located in Fremont, CA, followed up on the...

information Mr. [redacted] provided. She informed our office the U-Boxes were picked up yesterday and Mr. [redacted] was contacted yesterday as well and advised of the same.

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

The issue is, that I have never received a call from the insurance company.  I own three insurance agencies, I understand how insurance works.  This means that I will have an at fault accident on my record for an accident I was never part of.  In addition I have a claim on my clue report now, again for something I didn't do.  It was very obvious that this was an employee trying to cover up for not inspecting the vehicle the last time it came in.  I'm not willing to be part of that.  In addition this is insurance fraud.  I was told the insurance wouldn't pay unless I accepted fault, which I have not.  I would like a call from the insurance company as well as U-Haul.  In addition as I mentioned I'm willing to pay the $106.xx but not a cent more.  There trying to charge me a thirty dollar fee.  I have a receipt showing I paid $106.xx, but they actually debited my account for $122.xx, then refunded that amount the next day.  I'm very frustrated by all of this, and am not willing to be part of insurance fraud.  I have a statement from them showing the insurance will not pay, because I wouldn't accept fault.  I want a call from the insurance company as well as U-Haul before I'm willing to pay them.

Thanks,

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.

 

Regards,

U-Haul U-Haul does not take responsibility for the situation at hand and instead accuse me of exceeding the weight limit when I clearly did not I will have my lawyers pursue it with valid proof and go from here with a lawsuit.

November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for you concern for our customer Ms. [redacted], our GM for our U-Haul Storage of [redacted], followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms....

[redacted] and Mr. [redacted] in reference to her recent rental.  They discussed all aspects of her visit from their initial encounter with a customer service representative to the phone conversation, which they stated prompted her write a customer review.  Ms. [redacted] was more concerned with the rate of miles she actually used.  They were able to settle on a total of 12 miles.  A refund in the amount of $77.73 was issued as an adjustment on Ms. [redacted]’s rental 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,[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 contacted [redacted] insurance to deal with th  loss of our property but I want UHaul to reimburse my rent of the storage unit for the whole 1 year and 7 months at $1900. [redacted] insurance said they will cover us for our damaged property and UHaul should give me my $1900 back since we were told the units are dry and clean and climate controlled. 

Regards,

November 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided.  She informed our...

office she issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee back to his [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

August 26, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].RepWest Insurance Company advised our office they currently have an open claim filed in their office for [redacted], Claim# [redacted]. [redacted]...

will be contacted by them as soon as they have reached a 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,[redacted]Executive AssistantU-Haul International

Unfortunately, We cannot accept this response as we have still not received the refund check as promised. We have waited and would have happily accepted the response if Uhaul had kept their end of the deal. Once again, disappointed that Uhaul has failed to keep their promises. We will be happy to close this case as soon as the refund is received. Thank you.

November 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the information Ms. [redacted] provided.  She informed our...

office she sent Ms. [redacted] an email advising her that credits for mileage and SafeMove Protection were issued back to her Visa account.  The refunds for $23.62 and $5.00 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,Maria P[redacted]Executive AssistantU-Haul International

February 25, 2015

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

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Office, reviewed the...

recent comments from Mr. [redacted]. She asked that we apologize for her delay in getting the collection letters stopped but assured our office she personally spoke to our Credit Administration Department and was told, as of today, the letters would be stopped. She also mentioned we show a $0.00 balance on his account and Mr. [redacted]’s name has since been removed from our E-Alert system.

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 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

Our records indicate [redacted] was refunded a total of $100 for the inconveniences she had during her rental. We truly apologize for her recent experience with our company.

Our...

customer 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 Assistant

U-haul International

February 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Arkansas regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] the following email:

[redacted], We have issued two credits to you. One for $50 for the guarantee and the other for $73 for the difference in the rate. Sorry about the mistake. We do appreciate your business. [redacted] Area Field Manager

Our records indicate the $50 refund was issued to Ms. [redacted] account ending in 6311 and the $73 refund was issued to her [redacted] account ending in 5398. Both were issued on February 4th 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

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.

[Provide details of why you are not satisfied with this resolution.]We do not accept the response made by U-Haul they promised us that our belongings will be stored in a clean , DRY , safe , environment. Are belongings became covered with mold in their care. We feel they did not fulfill their promise by keeping our storage units dry and free of moisture which caused mold to set into our units. We are CC our attorney, he will be opening a [redacted] if U-Haul does not take care of their responsibilities.  

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.Since U-haul was the company we placed the order with and it was U-haul that we paid the money for the mover, U-haul should be held responsible for non delivery of services and all the diificulties faced by the customer.  We feel that this is not good customer service to simply say it is someone elses responsibility.  The moving helper services were advertised, ordered and paid for on U-haul.com  so it is U-haul who should be responsible.   Please see the attached U-haul reservation which clearly shows the moving helper.Regards,

August 10, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted]   Shari Lott, our Executive Assistant for our Chicago South and SW Suburbs Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] and advised her she would cancel the Promissory Note attached to her rental contract.   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 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted] our Area Field Manager for our [redacted] and [redacted], followed up on the information [redacted] provided. He...

spoke to [redacted] and they were able to reach an amicable resolution. A refund for $300 was issued back to his [redacted] account as an adjustment on his move. 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

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 am very confused about the reply from U-haul.  In their response Uhaul indicates that we provided payment code to the movers and that our case is resolved with them. However this is not true. We provided the code because we were being threatened by the movers unless we provided payment. The safest resolution would be to provide the code and dispute after the fact.  I am a single female and did not feel safe arguing with two grown men about payment. Especially because they threatened me. Uhaul is taking the perspective that we paid them so it is not uhaul a responsibility but that's not right. The moving issues occurred in part because Uhaul did not have a double trailer available even though that is what was needed for our two uboxes. Uhaul had advance notice of our move and did not have the appropriate equipment for us to complete the move timely. As a result, the movers were late and we had to reschedule for another day- costing us additional fees. I did not want to pay the movers but I was threatened and gave the payment code because there was no other resolution.

Regards,

January 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Both our Executive Assistant and our Traffic Manager for our Eastern Florida Regional Office reviewed Ms. [redacted]’ recent comments to your office. They both advised our office Ms. [redacted] admitted to them of receiving all due money back.

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