U-Haul International, Inc.

September 11, 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 Northwest Colorado and Wyoming Regional Office, reviewed the recent comments from [redacted]. She informed our office she spoke to [redacted] and explained she was issued a refund for the $50 Reservation Guarantee Fee due to the fact she did not receive the exact size equipment she requested. In an effort to bring closure, [redacted] issued a supplemental refund for $142 as an adjustment on her rental.

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 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North Indiana and South Cook County Regional Office, followed up on the...

information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He offered his apology and assured her he would resolve all issues. He also agreed to a credit for the smaller unit next month.

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 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   Joshua N[redacted], our Area Field Manager for our Tampa Regional Office, relayed to our office their decision in the matter remains the same.  It is documented in the Rental Contract Addendum and Document Holder under the Terms and Conditions that “Customer expressly authorizes Company to apply any and all additional charges, including lost rental revenue, on the credit card used to pay for the rental or on that credit card used as meaningful assurance.”  The one-way rate is not listed on the contract due to the fact the rental was for an in-town move.  At time of rental Ms. [redacted] didn’t say she would be dropping off one-way, therefore, we had no idea where she had intentions of dropping the equipment.  She signed the contract agreeing to the bring back the truck to the same dispatch location and since she did not, additional fees apply.   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 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided.  He...

explained he spoke to each GM in both our dispatch and receiving locations as well as Mr. [redacted] on more than one occasion.  After researching Mr. [redacted]’ rental, Mr. [redacted] advised him the charges are valid and will remain.
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

Ms. P[redacted]
I am very disheartened that you and U-Haul have no desire to review my case. From your response it seems to me that you simply contacted the regional office and went along
with their resolution.  Perhaps it feels like unnecessary work and energy but my goal for filing the complaint was to request another review of my case. I understand Jose who is the
manager of the local U-haul store in question reviewed the available data and drew his conclusion that he has passed on to the regional office and so on. I am asking for the
possibility of someone not associated with that local office completing another independent review of my case.  I appreciate your effort to help in this matter.  Thanks

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

[redacted], our Executive Assistant for our Tulsa Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and...

addressed her concerns. A refund for $12 was sent to Ms. [redacted], which she should receive in the mail soon if not already.

As we value Ms. [redacted] as a customer, Mr. Welch also sent her a $25 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,

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.

Regards,

Hello;

  I did speak with Ms [redacted] and she indicated that Repwest will be handling the claim. I spoke with a Mr. [redacted] of Repwest on 2/24/2014 and he would like pictures of damage, as well as a list of missing items from the RV. Unfortunately, my entrance code to the storage area has been disabled and I have no access to my property. I was able to visit with a manager from U-haul named [redacted] on 1/25/2014 for a quick look and found excessive damage. The dashboard has been broken to provide access to the ignition, which was pulled out and wires disconnected in order to "hotwire" the vehicle, I beleive, causing much damage. The fuel doors and the generator compartment have been pried open and components are missing. The entrance door has been broken to gain access to the main living area. Inside, I found my possesions scattered about, and the valuables are missing, stereo, TV etc. The RV was towed on salt laden highways and is covered from top to bottom, and a hubcap is missing. I have been prevented from having access after the visit on the 25th. Mr [redacted] has made no commitment or offer of restitution. In the meantime, I am still receiving late payment and pre-lien notices with additional charges which I have paid on the January bill, but now I have had an additional late charge for February and only Ms [redacted] assurance that I need not be concerned. At this point I believe that the damages caused by U-haul and the auction winner may exceed the value of the motorhome, as they are quite extensive from what I have been allowed to observe, and for these reasons I am far from satisfied with U-haul's response.

June 14, 2015

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:

Mr. [redacted] - Thank you very much for the reply and the information / documentation. The 17' rental trucks have a 48 gallon fuel tank. They would typically get around 9-10 miles per gallon, but most people driving them drive them as if they were cars, expecting to accelerate at the same rate they would in a car. 13.3 is not unreasonable. I can assure you that it is never our intent to rip anyone off as not only does none of this money go into any local pocket, but, treating customers poorly surely would not have us celebrating our 70th year this year. We prefer customers to return with the agreed upon amount of fuel, and unfortunately, some times the gauge is read before it gets to the highest point, or it was exaggerated at one point or another (there's no way to put "almost at 1/4"; into the computer system so, opinions some times mess with the math). I do again sincerely apologize for the inconveniences that we have caused you, And I have issued the credit for the $59.60 charged (copy attached). The credit could take up 3 to 5 business days before your bank applies it to your account, but it has been processed on our end. Thank you very much for the opportunity to resolve this for you, and I regret that we didn't get this taken care of much quicker and with fewer steps required by you. We do appreciate your business, and I hope we can do better for you in the future. Sincerely, [redacted] Executive Assistant U-Haul Co of [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

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.

My thanks to the Revdex.com for your exceptionally prompt action on my complaint and to U-Haul as well.

Regards,

Due to length of response, it could not be posted to the Extranet.  Response was emailed to [redacted] of the Revdex.com of Phx instead.
Thank you,
Maria P[redacted]

justify;">U-Haul Internationa.

July 29, 2014

Revdex.com [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Michigan...

regional office, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and addressed her concerns. He explained he could not speed up the drop process on the hold on her prepaid card but did offer her a $60 VIP Certificate for the inconvenience she experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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].[redacted], our Executive Assistant for our Southern Colorado Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained we are experiencing a shortage of...

U-Haul equipment in the State of Colorado and are doing our best to fill as many requests as possible. She offered her apology and advised him she would issue him the $50 Reservation Guarantee Fee back to his Visa 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

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our South Eastern Wisconsin...

Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the hitch pin came out in Tennessee and was also fixed in Tennessee. Ms. [redacted] drove 600 miles then insisted she be able to return in Wisconsin after she was done using the trailer. Ms. [redacted] explained there are no issues with the trailer and in fact has continued to be rented without incident. Ms. [redacted] has been advised a refund will not 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,

Executive Assistant

U-Haul International

We were not able to reschedule as the vehicle the hitch was to be installed in was leaving for Georgia the next morning.
They did very little to try and correct the installation at the time considering they were advised earlier of our arrival time for the install.
The stress on my family caused by their actions is worth way more than $20.
I still think that U-Haul should furish the hitcg/wiring harness and I will pay for installation at a facility in Georgia.
THEIR RESPONSE IS TOTALLY UNACCEPTABLE FOR SUCH A LARGE BUSINESS.
I will rent elseware in the future.

January 22, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]Thank you for your continued concern for our customers [redacted] and [redacted] whose name is on the actual rental agreement.[redacted], our GM for our U-Haul of [redacted] reviewed Ms. [redacted] recent comments.  He has attempted to reach Ms. [redacted] or Mr. [redacted] twice.  He left a message on January 20th requesting a return call.  Today he called both telephone numbers listed and received an answer both times, however, the person waited until he spoke and then hung up.  When he called back the call went straight to voicemail so he left another message requesting a return call to personally address Ms. [redacted] concerns and the rental charges.  Mr. H[redacted] hopes to hear back soon.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

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 for the business to perform this action and, if it does, will consider this complaint resolved. Thank you again providing true customer service!

Regards,

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

[redacted], our Executive Assistant for our Northern Louisiana Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and offered her...

apology for the inconvenience she experienced. They were also able to reach an amicable resolution. A refund for the extra mileage and the price of the auto-transport were issued in the amount of $123.19 back to her Visa 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 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.

Thank you very much to [redacted] at U-Haul for resolving this matter for me. And to the Revdex.com for your assistance in getting this resolved.

Regards,

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

Regards,

January 20, 2015

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our President for our S[redacted], followed up on the information Mr....

[redacted] provided. He informed our office he worked with our GM of our U-Haul Center involved and immediate action was taken to refund Mr. [redacted] in cash for our error. Mr. Harless also assured our office that steps have been put in place to prevent the situation from happening again.

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