U-Haul International, Inc.

July 24, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted]   Rod B[redacted], our President for our Orlando Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he issued a refund for $220.01 back to Mr. [redacted] Visa 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, Maria P[redacted] Executive Assistant U-Haul International

September 10, 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 Northern Louisiana Regional Office, reviewed the recent information [redacted] provided. [redacted] is the actual card holder and who [redacted] spoke to in regards to obtaining the information to her bank. She sent the information to our Credit Card Processing Department to contact [redacted] bank to drop the hold for $37.04 if not already.

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

February 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Angelique F[redacted], our Executive Assistant for our Northern New Jersey Regional Office, followed up on the information Ms. [redacted] provided.  She sent her an email offering her apology for the inconvenience she experienced with her rental and having to travel to alternate locations to secure the equipment.  Ms. F[redacted] also explained she had issued a refund for the $50 Reservation Guarantee Fee along with an additional $50 as an adjustment on her rental.  The refund for $100 should post on her next credit card statement.   As we value Ms. [redacted] as a customer, Ms. F[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.  The Certificate is valid for two years.  In addition to our truck and trailer rentals, we rent towing equipment, storage units, steam cleaners and garden equipment.  We sell boxes, packing supplies, tape and rope.  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 Assistant U-Haul International

July 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Attached is information provided by RepWest Insurance Company in regards to Mr. [redacted]’s concerns with his storage unit.  If he has other concerns, he should direct them to RepWest.   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 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for you continued concern for our customer Ms. [redacted]. I apologize for any misunderstanding on how our resolution was communicated.  A total refund for $100 was issued to Ms. [redacted]’s Visa account ending in [redacted].  $50 was for the Reservation Guarantee Fee and an additional $50 as an adjustment on her rental.  She was also issued 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 and is valid for two years. 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, Maria P[redacted] Executive Assistant U-Haul International

August 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Dr. [redacted], a Senior Customer Service Agent, followed up on the information Dr. [redacted] provided.  He spoke...

to Dr. [redacted] and advised him, as was already explained, we do not work on personal vehicles.  Our dispatched service provider arrived within the estimated time given and determined there was nothing wrong with the U-Haul trailer, but rather Dr. [redacted]’s vehicle.  Dr. [redacted] was aware of the possibility of a service charge if the issue was with his vehicle and not the U-Haul trailer.  Mr. [redacted] relayed our customer is responsible for returning the operational trailer that was rented to him and we feel no one told Dr. [redacted] the service provider would repair his personal 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

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement.Pam Allen, our Executive Assistant for our Southern Louisiana Regional Office, followed up on the...

information Mr. [redacted] provided.  She informed our office Mr. [redacted] was contacted and we were able to reach an amicable agreement.  We offered our apology for the inconvenience they experienced and advised him of a refund for $1000 as an adjustment on their rental.  The refund should post on their next Visa 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

May 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP regional office, reviewed the information Mr. [redacted] recently provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience. He voided the previous VIP Certificate and reissued a new one. He emailed the Certificate to Mr. [redacted] and then called him to confirm that it was received.

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

February 16, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]  

justify;">Thank you for your concern for customer Mr. [redacted]   Our Eastern New York Regional Office followed up on the information Ms. [redacted] provided.  I was informed a refund for $74.50 was issued back to their [redacted] account on February 13th along with an additional refund for $10.50 issued today.  Both refunds 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, Maria P[redacted] Executive Assistant U-Haul International

August 6, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted]. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. [redacted] informed our office [redacted] was contacted and...

advised of a refund for the difference in rates in the amount of $100.11. The refund was issued back to [redacted]’s[redacted] account and should post on his next credit card statement. As we value [redacted] as a customer, [redacted] also sent him 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. 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, [redacted] Executive Assistant U-Haul International

June 24, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: ID#: 11504891 - [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted]
 
After researching we found the customs paperwork submitted by Mr. [redacted] was submitted with errors. U-Haul was unable to ship his items until this paperwork was corrected. We reached out to Mr. [redacted] and he was able to correct the paperwork so shipping could commence.
 
We apologized to Mr. [redacted] and offered to cover the final delivery expense, after his U-Box arrives at its final destination, as a courtesy. Mr. [redacted] is happy with the resolution and understands what caused the delay in shipping.
 
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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

January 19, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Alisa K[redacted], our GM for our U-Haul of Farmington Hills, sent Ms. [redacted] another email as follows:Good afternoon. The charges for moving help are being refunded and should take a few days for them to be credited back to your account. I have had the calls pulled and did notice that nobody informed you of the delivery charge for the final location only about the days the location would be able to delivery the boxes. For this issue I would like to apologize again and I will go ahead and refund you for that delivery charge. This will also take a few days to be applied back to the credit card that we have on file. As for the storage fees, those where incurred from the moment you had the boxes dropped off. The units are portable storage units and it is stated in your contract, on our website and you were informed of the storage fees at the time you made the reservation. Unfortunately by the time you were ready to have your UBoxes shipped the first month of storage was almost up which resulted in that second month of storage. Being that these are storage boxes monthly storage incurrs even if they are at a UHaul facility or the customers house. Again I would like to apologize for any miscommunication issues.As of today, Ms. K[redacted] has not heard back from Ms. [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 AssistantU-Haul International

September 9, 2015Revdex.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 reviewed the...

security camera and found [redacted] never spoke to a CSR at our U-Haul location when he returned the truck.  Two vehicles were waiting in the parking lot for [redacted].  Nobody got out of either vehicle.  [redacted] waited a minute in the showroom as our CSR was behind the building filling propane for another customer.  [redacted] walked back outside, gets the key from the U-Haul truck and walks back in and leaves it on the counter.  [redacted] then walks back out of the U-Haul Center, gets in his vehicle and leaves the parking lot with the other vehicle following him.  [redacted] checked the dispatch of the U-Haul truck [redacted] rented and found no cash was collected at time of rental.  [redacted] will invite [redacted], if not already, to come to our U-Haul location to review the video with him and ask [redacted] to walk him through the chain of events since what we have on video does not match what [redacted] relayed in his letter to your office.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

September 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Eastern Wisconsin Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. [redacted]’s Executive Assistant, [redacted], contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for $84 was issued back to Ms. [redacted]’s [redacted] account as an adjustment and should post on her next credit card statement.

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. Also, U-Haul please communicate to the rep who assisted us that we appreciate his trying to resolve our issue and that even in his frustration, his professionalism and communication will keep customers coming back just for the service alone, even if the product is not available. In the a world where world class service is rare, customers can be very gracious even if the transaction doesn't transpire the way they expect it to. 

Regards,

Thank you for forwarding Mr. [redacted] recent information to our office.

[redacted], Senior Staff for our [redacted] regional office, relayed she left a message requesting a return call from Mr. or Mrs. [redacted] in order to advise...

them of a refund for $1807.07 to resolve their concerns. This amount reflects what was paid for storage minus late fees that were incurred. They should receive a check within the next 10 business days.

Thank you for your continued concern and for bringing this matter to our attention as well as allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

May 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

When Ms. [redacted] spoke to our Call Center in Phoenix, she was told we would have the keys put in an envelope for...

her. A message was then sent to our U-Haul Center to request they check for the lost keys and that Ms. [redacted] would be returning to the Center to retrieve them. Laura P[redacted], our GM of our U-Haul Center involved, advised our office they were very busy the morning Ms. [redacted] called the Call Center and never had a chance to check their messages, therefore, they were unaware she had left her keys in the truck she rented and would be returning to retrieve them. She stated they never did find the keys and asked us to offer her apology for any misunderstanding.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

January 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Customer Service Program Manager for U-Haul International, as well as our Marketing Company...

President for the area in question followed up on the information Mr. [redacted] provided and corresponded with him by email. Please be advised through our research we show Mr. [redacted] did not have a U-Haul reservation. He showed up at the last minute to rent equipment because a competitor did not meet his reservation with them and he demanded we match their rate. We did not promise to match rates with that competitor. We did offer Mr. [redacted] alternatives, which he declined. He did, however, accept and rent U-Haul equipment at the best rate we could provide at our Harahan, LA U-Haul location. If Mr. [redacted] had equipment issues, he could have reported them to our Roadside Assistance Department that is available 24/7, which we have no record of him contacting.

A $200 VIP Certificate was sent to Mr. [redacted] in the interest of customer goodwill 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,

Executive Assistant

U-Haul International

I have reached out to Trey B[redacted] several times, non of which has been successful. To resolve this matter I want a refund

December 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Frank S[redacted], our Executive Assistant for our Western Michigan Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms....

[redacted] spoke to both our Company President and our GM of our U-Haul Center and Ms. [redacted] was aware she could not keep the U-Haul truck for storage.  Mr. S[redacted] relayed Ms. [redacted] was given until the 23rd to have the U-Haul truck returned.  Our GM explained Ms. [redacted] reserved a 4x6 storage unit but it was not large enough to accommodate her contents of the truck.  Mr. S[redacted] advised our office the charges will stand.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