U-Haul International, Inc.

November 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the issues she experienced with the U-Haul truck. He explained that although he realized the truck she rented for in-town use was an older truck, he also assured her we would not rent a truck that we felt was not rental worthy. A refund for $50 was issued back to her [redacted] account as an adjustment 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.When the lady called me the night before my reservation I was offered NO truck at all! She stated that they had no trucks anywhere head me and that maybe one would be returned Sunday that I could rent but it wasn't a guarantee. After I hung up with I called everywhere from reading to the poconos looking for a truck and the lady was right, no one had one. I was forced to get a twice as expensive truck thru [redacted] despite my reservation with uhaul. Regards,[redacted]

July 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] regional office...

located in [redacted], followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear [redacted], I am sorry for the problems that you had with your reservation on the holiday and customer service that you received. As a one time customer service we will issue the $50 guarantee. Thank you

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 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Chris S[redacted], our President for our Harrisburg Regional Office, followed up on the information Ms. [redacted] provided and sent her the following information in...

response:Hi [redacted], My name is Chris S[redacted] and I am the President of the U-Haul Company of Harrisburg. I received the letter that you sent to the Revdex.com and I wanted to reach out to you so that we can rectify the situation for you. First of all I want to personally apologize to you for the stress that U-Haul caused you over your move and throughout your attempt to have the situation rectified. I am very familiar of the situation that happened to you earlier this year and I’ve read the letter that you provided the Revdex.com. I have also spoke with [redacted], the owner of the moving help provider you used to load your UBoxes. I know that in your letter you are requesting you mentioned the need to rent another vehicle to transport additional belongings. When I spoke with [redacted] he told me that all the boxes he loaded for you were completely loaded front to back and floor to ceiling and nothing more would fit in them. I also see that you are requesting half of your shipping charge to be refunded as well. As I’ve mentioned, I absolutely want to get this situation rectified for you as fairly as I possibly can. Ultimately, your boxes arrived and your belongings made the shipment with no issues and the cat situation turned out to be nothing at all, so to refund half of your shipping on top of everything else you are asking for may not be a fair compromise to the situation. Also, since the boxes were completely full as it was, and no more belongings would have fit in them, I’m also not sure that an entire refund of the rental of another vehicle is fair either. Please review this email and let me know what would really make this right for you. Again, I apologize for all the stress and any inconvenience it has caused you and I look forward to being able to reach a resolution with you.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

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 no idea what UHaul is communicating to me.  I will NOT pay to sweep clean a truck, search for a dolly that I was initially charged for, etc and then pick up the tab for the mess the delay caused me.Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

December 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our President for our Northwest Colorado and Wyoming Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms....

[redacted]’s concerns were resolved in September.  She requested we purchase $6,000 worth of electronics she said were stored in the U-Box.  Pictures were taken of the contents of the U-Box and no electronics were seen.  Mr. [redacted] mentioned that only a futon, a couple of cardboard boxes and a plastic tub were stored.  Mr. [redacted]’s office contacted Ms. [redacted] at that time and issued her a refund for all her storage fees, $250 for the inconvenience and free deliver of her items.  No further refund 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

December 18, 2013

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 sent Mr. [redacted] the following email:

Good afternoon [redacted], My name is [redacted] and I am responding to the letter you had sent the Revdex.com regarding your recent rental with us. I have reviewed your contract and have decided to issue you a refund to the credit card that was charged for the full amount of the fuel charge of $105.42. You should see this credit within 3-5 business days. If you require anything further, please be in contact with me. Thank you, [redacted] Executive Assistant U-Haul Company of Southern Alberta

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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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,

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your...

concern for our customer Dr. [redacted].

[redacted], our Executive Assistant for our Boston regional office, followed up on the information Dr. [redacted] provided. He sent Dr. [redacted] the following email:

Good morning Dr. [redacted], I am contacting you in reference to a claim that was brought to my attention. I want to apologize if you felt as though our location at [redacted] treated your unfairly or with disrespect as this isn't common practice from any of our general managers and/or theirs staff. Currently the two employees you have spoken of are no longer at this location. So I will apologize in their behalf. I have gone in an waived the $50 lien fee on your account and also as a courtesy I am waiving $69.95 for the month of November. As of right now you owe $71.90. I also wanted to take the time to explain our policy. Your alternate contact will continue to be contacted as long he is listed on the account. This can't be changed as we have to have a second point of contact in case of an emergency, second contact, and gets all correspondences needed. If you would like to change your alternate contact we can most certainly change. I am sorry you feel as though this is harassment but this is the protocol we use to get in contact to our customers. Again, I apologize for any inconvenience this may caused if there is anything I can do for you feel free to contact me directly. [redacted] Executive Assistant U-Haul Company Boston [redacted] ###-###-#### - office ###-###-#### - toll free ###-###-#### - cell [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

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

concern for our customer Mr. [redacted].   Mike S[redacted], our President for our North Central New York Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he honestly believes they did everything they could for Mr. [redacted] from start to finish being Mr. [redacted] made a reservation late on Friday, October 21st.  Mr. [redacted] was given options that would have enabled him to make his move, however, he opted to decline them.  Mr. S[redacted] added we are still obligated to refund his prepaid amount and also issue the $50 Reservation Guarantee Fee.  Refunds for $288.19 and $50 have been issued back to his Visa account and should post on his next credit card statement.  Mr. S[redacted] also mentioned they would be happy to help Mr. [redacted] with another reservation that will work for him and his family.   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 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].John W[redacted], our GM for our U-Haul Moving and Storage of Alcoa, reviewed Mr. [redacted]’s recent comments to your office.  He informed our office records indicate the refund for $50 was indeed issued back to Mr. [redacted]’s Master Card ending in 3316 on November 7th.  Please be advised a credit card company has 30 days to post a credit to an account.  Mr. [redacted] should contact his credit card company to verify the credit.  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 AssistantU-Haul International

December 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on...

the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. She also relayed she wanted to issue her a refund for $150 as an adjustment. Ms. [redacted] asked that we hold the offer and will call Ms. [redacted] back in a few 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

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.

While I appreciate the response to my complaint I cannot accept a standardized message regarding all the issues I encountered while utilizing Uhaul's services.  The charges are incorrect and I spent hours on the phone with Uhaul in order to file objections to specific charges.  These have still not been resolved and I have not received any communication regarding these matters even though Uhaul's standard is to contact the customer within 72 hours of a filed objection.

The customer service issues we encountered were not addressed either with myself or the employees involved.  We were treated rudely, conned into buying more Uhaul products, lied to about invoices, charged multiple times, and generally put through a horrific experience.

Our Uhaul boxes were tampered with and broken into while in Uhaul's possession.  This is unacceptable on any level and is not the security or safety promised by Uhaul.

I am requesting a full refund immediately.

Regards,

June 6, 2016   Revdex.com [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Cheryl M[redacted], our Executive Assistant for our Southern Atlantic Coast Regional Office, reviewed Mr. [redacted]’s recent comments.  She mentioned all her calls to him go directly to his voicemail.  Her requests for a return call have not been returned.  Ms. M[redacted] also relayed she searched the credit card listed on the contract and the only charge is for the rental of the trailer.  His name was not located in E-Alert and was able to rent within a few minutes after getting the E-Alert message, which indicates there was an error.  She wants to speak to Mr. [redacted] and search for any further charges.   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

July 6, 2016

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Revdex.com concern #[redacted]
U-Haul Reference id # [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Catherine Lansing, Marketing Company Executive Assistant, reached out to Mr. [redacted]. She apologized for any miscommunication. Ms. Lansing extended our reservation guarantee as a courtesy because of the misunderstanding.  We have submitted a $50.00 payment, in good faith to keep his business. The check will be mailed to the address below.
 
[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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

July 21, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, reviewed the recent information [redacted] provided. He informed our office they have left a total of 6 messages for [redacted]. He assured our office they did not see any improper charges. He also explained that our U-Box Department is reviewing charges to ensure all is correct. When [redacted] returns their call they will reopen her Customer Service file, however, at this point they do not show a refund is due 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

September 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments [redacted] provided your office and left two messages for [redacted] requesting a call back. He is waiting for a return call.

Thank you again for bringing this matter to our attention and for your continued support.

Sincerely,

Executive Assistant

U-Haul International

Uhaul response in no way addresses original complaint regarding $50 guarantee. Response only mentions refund due to change in move from one way to in town. Please address original complaint.