U-Haul International, Inc.

November 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Mr. [redacted].Anthony F[redacted] our Area Field Manager for our Fort Lauderdale Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee back to his Visa account.  The refund should post on his 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,Maria P[redacted]U-Haul International

My moving experience fortunately went well because I did NOT rely on the U-Haul central call service to make my arrangements. After setting up my truck, trailer, and dates through the 800 number I decided to stop before my move to verify the arrangements. I discovered I was promised equipment that wasn't even available in my area, which would have resulted in many extra miles of driving to find equipment that I needed, plus delayed my contracted deadline for moving out my my residence. Fortunately the person at my equipment pickup location was able to correct the situation before my move date. I recommend to anyone who decides to use U-Haul to make ALL of your arrangements through a local U-Hual store. Do NOT rely on the U-Haul central service number for your arrangements but only rely on the people servicing the store where you will pick up your equipment. If you get patched through to the service number, call again until you reach a live person at your local U-Haul store where you will pick up your equipment. This is also true with U-haul's U-Box service. I made arrangement 24 hours in advance (as they advertise) through the central service number to access my U-box. They scheduled my access for a specific time, however when I arrived the location had not even received the notification to have my U-box available. I was informed that they will call me sometime in the next couple of days to let me know when my U-Box would be available -- RIDICULOUS!! The monthly charge I pay for the U-Box assures me that I will have access to my belongings, according to U-Haul's Q&A, when I call beforehand and schedule for access. Now I must wait for a call from U-Haul to let me know when it's available -- BUYER BEWARE!!

August 4, 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 [redacted] Office, reviewed the recent information [redacted] provided. She informed our office [redacted] is sending his receipts in for reimbursement.

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

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

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

[redacted] and addressed her concerns. Ms. [redacted] explained our Traffic Department was able to provide the correct size truck Ms. [redacted] requested as well as on the day requested. A rate deduction was given for the inconvenience Ms. [redacted] experienced from $560 to $450. An extra day was allowed along with an additional 150 km’s to complete her move. Ms. [redacted] relayed that Ms. [redacted] was happy with this 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

[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,

March 30, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual truck rental agreement.
Jim M[redacted], our Executive Assistant for...

our Pittsburgh Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in response:I have reviewed the letter to the Revdex.com and have spoken to the Area Manager Robert Bell who oversees the location where you returned your rental equipment. Robert informed me that the dealer did in fact mistakenly charge the additional days we do apologize for this mistake and our records reflect the credit was issued on 03/16/16 and approved on 03/18/16. Robert also did inform me that he was personally on site on the day that the truck was checked in and he was the one who cleaned the cargo area of the truck. He feels the cleaning fee was appropriate. As for the transmission issue, I cannot find any records of a call to the U-Haul Roadside Assistance number provided on the truck and Robert informed me that he could not find any mechanical issues with this truck. There is a very good possibility that the truck may have been in the “tow/haul” mode which is easily turned on/off by a button on the shift lever. Lastly in regard to your damage claim, Robert sent an email to RepWest today with your information however the direct phone information for the Pennsylvania Claims office is ###-###-####. While we do apologize for the issues that you encountered with your move, we feel that Robert did rectify the situation by refunding the $80.00 incorrect charges and we have provided you with the information you requested to process a claim for damages to your belongings. We are considering this matter resolved. Tom S[redacted], a Claims Manager for RepWest Insurance Company, sent Ms. [redacted] a letter addressing her concerns regarding the cleaning fee and damage claim.  She should receive his letter in the mail soon.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

April 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern [redacted] regional office, followed up on the information Ms....

[redacted] provided. He informed our office he reached out to Ms. [redacted] but has not received a return call. He issued a refund for the fuel dispute but would like to speak to her to discuss the damaged mirror and hopes to hear back soon.

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 Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:A review of your reservation does show you requested...

[redacted] for a pick up location, but there was not a truck available there, so the rental was placed at the [redacted] rd store - the truck you received was $39.95, but you also had to pay 99cents per mile for the 68 miles you drove it and an appliance dolly for $10.00 and 12 furniture pads for $10 were rented - that is how you final bill ended up at $137.59 - I cannot see anything incorrect with the contract - I can reduce your mileage charge from .99 to .59 cents per mile and refund $27.20The refund was issued back to Ms. [redacted]’s Master Card 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,[redacted]Executive AssistantU-Haul International

April 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 New Hampshire and Maine regional office, informed our office she sent Mr. [redacted] an email advising him of a refund for $50 as requested back to his Visa account. The refund should post on his 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

July 3, 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 and sent him the following email in response:

[redacted], Hello,I have read your concern and I see that you were credited $17.00 to the card used for the rental. I will credit the additional 34 cents to correct to the amount you had requested. Sorry for any inconvenience you may have in regards to your rental. Please feel free to contact me with any questions. [redacted] Executive Assistant U-Haul of [redacted], [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

June 17, 2016  Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Devon K[redacted].   Kelley E[redacted], our GM for our [redacted] U-Haul Center, followed up on the information provided and sent the follo[redacted]...

email in response: Hello Devon K[redacted] I spoke with you briefly last month regarding your experience at our location. I have been unble to reach you by phone. Please give me a call when you can. Thank you Kelley E[redacted] GM [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 allo[redacted] us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

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

Please be advised that [redacted], our President for our Northern [redacted] Regional Office, informed our office there is a claim set up for Ms. [redacted] that is currently...

being worked on. Ms. [redacted] will be contacted as soon as a resolution has been made 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,

Executive Assistant

U-Haul International

March 3, 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 Chelsea, followed up on the information Mr. [redacted]...

provided. He informed our office that our CSR ran the $100 bill under a black light and used a counterfeit marker and both showed the bill was not good.

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

October 23, 2014

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 [redacted] Regional Office, followed up on the...

information Ms. [redacted] provided. He informed our office he has been unsuccessful in reaching Ms. [redacted]. He did, however, relay that because her contract was modified, it was possible there was an error in documenting the correct mileage reading on her contract. Mr. [redacted] also issued a refund for $167.61 back to Ms. [redacted]’s [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,

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.
?
Dear Revdex.com Mediator,Having deliberate refused  legal tender, UHaul has refused to give an honest explanation for that action but in lees than three-week an additional $30 has been added to a matter which has been in dispute since February 18, 2015.  This disputed matter was not even acknowledged until Complaint #[redacted] with the Revdex.com.  The acknowledgement is a lie since it could have been sent earlier than assessment of an unwarranted late fee.  There was never any mention of a counterfeit bill -- a bill given by an international bank and a bill that was accepted by a chain supermarket without incident.[redacted], the General Manager, has proven to be a sleaze-ball an d low-life without any regard for tact or customer relations.  Since the home office has chose to do nothing after being notified of the fraudulent business practices at the Chelsea facility, it too is operating and promoting the same fraud and bad faith.  Uhaul deserves to be expelled as a sanctioned and approved member of the Revdex.com.  Having been victimized on more than one occasion by UHaul, the Complainant seeks only the recovery of his belongings in storage.  He has no intention of paying any late fees or for any time that he does not have access to those belongings.Respectfully submitted,[redacted]

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

[redacted], our GM for our U-Haul of [redacted] located in [redacted],**, followed up on the information Ms. [redacted] provided. He informed our office he issued a...

refund for the requested amount of $210.77 back to Ms. [redacted]’s [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,

Executive Assistant

U-Haul International

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Central North Carolina Regional Office, followed up on the information Mr. [redacted] provided. He informed our office the charges were corrected. As we value Mr. [redacted] as a customer, Mr....

Dreier sent him a $100 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 AssistantU-Haul International

August 17, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Karen C[redacted], our Executive Assistant for our Maryland Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office the checks would have been returned because we do not accept partial payment.  She did state she will removed the auto-pay from Ms. [redacted]’s account and will follow up with our GM regarding the rude treatment she experienced.   Please be assured we do not condone rude behavior from our staff and will take corrective action to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.   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

April 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Chad F[redacted], our President for our San Fernando Valley Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] on April 5th and she asked if she could call him back.  Mr. F[redacted] never heard back and has also since left two messages on the 6th and 8th requesting a return call in order to personally address her concerns.   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

Uhaul Ref#:  [redacted]Revdex.com ID#: [redacted]This is a lie.  I have called Chad from Uhaul after receiving an voicemail message and email response from Revdex.com.  I spoke to him letting him know that I would return his call the next day since I was out state and I was driving at the time.  He said ok and I did call him back.  And I have called him several times since then.  I have left several messages, at least four of them trying reach him with the number he provided with that was left in my voicemail messages.  Two of the messages someone from Uhaul answered telling me know he was busy and he could call me back.  The other messages were left on his voicemail or whoever's voicemail.  I believe Chad is giving me the run around and not resolving the matter.  Nicole [redacted]Cell###-###-####