U-Haul International, Inc.

August 18, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our Manhattan Bronx Regional Office, followed up on the information Ms....

[redacted] provided.  He informed our office the truck Ms. [redacted] rented had just been returned from another rental and still had to be inspected and cleaned out.  He asked that I relay his apology for the delay and inconvenience Ms. [redacted] experienced.  We realize moving can be stressful in itself, however, since we are a do-it-yourself moving company, we cannot be responsible for a personal time schedule or commitments.  Our records indicate Ms. [redacted] has disputed the rental charges with her credit card company.   
As we value Ms. [redacted] as a customer, Mr. [redacted] sent her a $10 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

September 5, 2014

Revdex.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]...

[redacted] provided. She informed our office the situation was carefully reviewed again. She made attempts to reach [redacted] but found the primary number listed no longer in service and the secondary number went straight to voicemail. She left a message explaining, per their investigation, they found the accident was customer caused and no refund is warranted. She also included her telephone number if [redacted] wished to speak to her.

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.I apologize, but my phone died the day he attempted to cal and I was unable to re-connect with him. I will GLADLY send him any copies he needs HOWEVER, a month of calling, emailing, and then contacting The Revdex.com before I recieved a reply and that was basically to insinuate I made everything up.

Regards,

November 4, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Roxanne B[redacted], our Executive Assistant for our West Virginia Regional Office, followed up on the information Mr. [redacted] provided.  Please be advised when a reservation is made we ask our customer to choose their preferred pick up location.  If the equipment is not available at their preferred pick up location, we promise to schedule their reservation at the closest location with the available equipment.  Therefore, a preferred pick up location is a preference only.  The reservation is confirmed after it’s scheduled.  Although Mr. [redacted]’s reservation scheduling does not qualify for a refund of the Reservation Guarantee Fee, Ms. B[redacted] informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and advised him she would issue him a refund for the $50 Reservation Guarantee Fee.   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

March 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers [redacted] and [redacted].

Our records indicate emails from both our GM of our U-Haul at South College Ave., [redacted], and our Field Manager, [redacted], were sent explaining their research and resolution as well as our Marketing Company Presidents resolution regarding Ms. [redacted]’s rental. The emails were sent so it would be clear to our customer on what the resolution is and why the decision was made. Ms. [redacted] can contact our Field Manager, [redacted], if they wish to discuss the matter further. She can be reached at [redacted].

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 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers [redacted] and [redacted].

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Mr. [redacted] recent comments and sent her the following email:

Ms. [redacted]. I wanted to inform you that we did receive [redacted] letter that was sent to the Revdex.com. I am currently working with customer service to get you all of the recorded phone calls. Thank you, [redacted] Executive Assistant U-Haul of Western New York

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

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Western Massachusetts and Vermont regional office, followed up on the...

information Ms. [redacted]i provided. He informed our office he made a new reservation for Ms. [redacted]i and issued her a refund for the $50 Reservation Guarantee Fee. The refund was issued back to her [redacted] account on May 28th 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

February 15, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted]   Joe H[redacted] our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he attempted to speak to Ms. [redacted] but reached her voice mail.  He left a message explaining he issued a refund for $180 back to her [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, Maria P[redacted] Executive Assistant U-Haul International

May 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the U-Haul contract.

[redacted], our Executive Assistant for our...

Central North Carolina regional office, followed up on the information Ms. [redacted] provided. He relayed that a refund for $20 was previously refunded, leaving a balance of $7.50 paid for the EZ-Fuel option for a shortage of 3/16 of a tank of fuel. Mr. [redacted] stated this information has been explained by several different representatives and that no additional refund is warranted.

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

April 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Our records indicate we only charged Mr. [redacted]’s [redacted] account one time for $363.03 on October 10, 2015.  He disputed this amount with [redacted] and we were charged back on or about November 19, 2015.  After researching the dispute, we found the amount to be a valid charge, therefore, a billing account was set up and sent to a collection company.  Unless Mr. [redacted] can provide proof he’s been double charged, we are unable to cancel the billing.   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 10, 2015Revdex.com ID#: 10973511U-Haul Ref#: 1000751Thank you for your continued concern for our customer Mr. Salas.Jose A[redacted] our President for our [redacted] North Regional Office, reviewed Ms. [redacted] recent comments to your office.  He advised our office the damage could not have happened when strapping the vehicle onto the U-Haul Tow-Dolly.  He explained the damage appears to have happened either loading or unloading the vehicle. Mr. Al[redacted] relayed U-Haul is not responsible for the damage that occurred during this process.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 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Paul B[redacted], our Executive Assistant for our Northern Arizona Regional Office, reviewed Mr. [redacted]’s recent comments.  He confirmed the check was issued to Mr. [redacted] on December 8th and was mailed on December 9th.  Mr. [redacted] should receive the check soon 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,Maria P[redacted]Executive AssistantU-Haul International

November 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. Bear.Anthony F[redacted] Area Field Manager for our Fort Lauderdale Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he...

issued a refund for $471.30 to Mr. Bear and applied a charge for $104.59 for the in-town rental charges.  The transactions were applied to Mr. B[redacted] Visa account and 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]U-Haul International

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that the issue Ms. [redacted] experienced is considered driver error. There was nothing...

mechanically wrong with the U-Haul equipment, therefore, the truck becoming "wedged in between the street and the driveway" is the customer’s responsibility along with any expense to get it towed out. Our Emergency Road Assistance advised Ms. [redacted] that she was responsible for the towing expense and our GM also relayed the tow bill would be added to her rental.

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 24, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Ted D[redacted], our Executive Assistant for our Dayton Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and assured him his credit card information is not shared or available to anyone.  Apparently, Mr. [redacted]’s phone company issued his old telephone number to an individual that recently made a reservation for U-Haul equipment and Mr. [redacted]’s name was pulled when the telephone number was typed into the system.  Brian P[redacted], our Area Field Manager, advised our office he corrected the information.   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 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Baki A[redacted], our GM for our U-Haul Moving and Storage at Capital Dr., reviewed Ms. [redacted]’s recent comments.  He advised our office Ms. [redacted] came into his store and he explained he is willing to remove her mother’s name from the contract, however, she will still have the issue of her own unit that is delinquent.  Ms. [redacted] stated it was not her fault and she will not pay a single penny.  Mr. A[redacted] assured our office he has tried working with Ms. [redacted] but she is adamant about not paying the storage. He also sent our office a copy of her contract for her 2nd storage unit with her signature.   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 25, 2014

Revdex.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. She informed our office she contacted [redacted] and addressed her concerns. She also offered her apology for the frustration she experienced and asked [redacted] to call her directly with any additional issues.

As we value [redacted] as a customer, we sent her a $20 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

July 15, 2014

Revdex.com ID#: 1[redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental...

agreement.

[redacted], our President for our Northern Alberta, Saskatchewan and Northwest Territories regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and they were able to reach an amicable agreement. In addition to the refund for $50 issued on June 10th, a supplemental refund for $135.00 was issued to the same Visa account listed on the contract. The refund 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,

Executive Assistant

U-Haul International

January 3, 2017   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for forwarding Ms. [redacted]’ recent comments.   Ms. [redacted] should refer to both my responses to your office, which explains our resolution and the information left in the voicemail on December 14, 2016 from our GM, Spencer E[redacted].   Thank you for your continued concern.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our Mississippi Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he personally spoke to...

Mr. [redacted] after his rental.  Mr. [redacted] apologized for any rude treatment he experienced and offered to send him a $50 VIP Certificate to help offset the inconvenience he incurred.  Mr. [redacted] accepted the resolution.  Mr. [redacted] then called our Regional Office and filed a complaint. Mr. [redacted] spoke to Mr. [redacted] again and Mr. [redacted] relayed he had no intentions of using U-Haul again.  In an effort to bring closure, Mr. [redacted] offered to issue a refund for $50 in place of the VIP Certificate and would speak to our U-Haul employee to take corrective action as needed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  Mr. [redacted] stated he wanted to be involved with action taken against our employee.  Please be advised, any action taken with our employees are kept within the company.  Mr. [redacted] did not find any issues with the truck Mr. [redacted] rented and it continued to rent without incident.As we value Mr. [redacted] as a customer, Mr. [redacted] 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.  Monetary reimbursement is not warranted.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