U-Haul International, Inc.

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Illinois Regional Office, reviewed Ms. [redacted]’s recent comments and made two separate attempts to reach her by phone but was unsuccessful. Therefore, he sent her the following email:

[redacted],  I want to thank you for taking the time to share your recent experience at our U-Haul location. Your feedback is very important to us as it allows us to better understand how we can improve our service to you.?? I am sorry for the unsatisfactory experience during your recent move. Please be assured that we want to provide you with an exceptional experience every time you move with us. From your feedback, it is clear we did not meet your expectations. Again, I am truly sorry we disappointed you.?I want you to know that I have already taken action on your feedback. After reading your experience, I immediately shared the information you brought to our attention with the local U-Haul our staff. Additionally, this information is reviewed with our store as part of our ongoing commitment to improving your moving experience. We appreciate your business. Moreover, I left a message on your voicemail to personally speak to you regarding your experience. Please contact me at your convenience. [redacted] Marketing Company President ###-###-####

 

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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,[redacted]

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,

November 6, 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 San Francisco Regional Office, reviewed the recent comments from Ms. [redacted]. She advised our office she left a message for [redacted] and/or [redacted] requesting a call back to personally address their concerns. I also did verify the $75 refund that was applied to their rental contract at time of return as a Customer Service 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

March 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Robert J[redacted], our Area Field Manager for our...

Northwest Dallas Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he has attempted to speak to Ms. [redacted] and has left messages at two separate numbers but has not received a return call.  Mr. J[redacted] found no discrepancy with the mileage on the truck Ms. [redacted] rented.  The outstanding balance was put on a Promissory Note for $34.94 plus a $30 Service Fee, thus the extra charges applied to her credit card. 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

Noone from the Uhaul office has called me or left any voicemails. Im not sure what number he or she is calling but I will leave my number so he or she can really call me. My number is [redacted]. I will also be filing a complaint with my bank as fraud and have that money refunded.

Thank you for your concern for our customer Ms. [redacted].Catherine Lansing, our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], We have received your...

letter at the local level and in Phoenix. I do apologize for any confusion or misunderstandings however these charges do still stand. We have reviewed this situation multiple times and the outcome is still the same. Thank you, Catherine Lansing Executive Assistant U-Haul 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,[redacted]Executive AssistantU-Haul International

September 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office the...

U-Box arrived damaged and unable to be placed on a trailer for Ms. [redacted] to take home.  Once we received authorization for the box to be off loaded into a U-Haul truck, we hired movers to do the transload while our customer was present to supervise and then get their goods to their home.  The second box was never missing but taken to a different warehouse due to the fact indoor space was not available at our original location.  Ms. [redacted] relayed that Ms. [redacted] was scheduled on three separate occasions for pick up since the box had arrived on June 22, 2015.  When the box was still not unloaded was when it was moved to our other warehouse.  She explained she spoke to our customer on several occasions about receipts and she emailed what she could as far as what was charged to their credit card.  She gave them a $200 credit for the confusion and delay in retrieving their belongings, to which Mr. [redacted] agreed.  When she was notified of damages, she started a report for [redacted] Insurance Company and emailed them the claim# [redacted] and provided them with the telephone number to [redacted] as well.  As of August 11th the claim states “Closing file and incident only at this time.  If customer wishes to pursue a claim for cargo damage, please refer them to [redacted]  Can reopen the claim at that time.”   Ms. [redacted] stated she has only received one message and called and left a voice mail message on the number left with her office.  She would like to personally speak to Mr. or Ms. [redacted] to see how she can further assist them.  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 22, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office a refund was issued on August 5th.  She also spoke to Mrs. [redacted] today and confirmed the refund was received.   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

June 6, 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 Louisiana regional office,...

followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] has been repeatedly advised to come in and settle her account, which she has agreed to do so but fails to appear each time. Mr. [redacted] explained that her goods have been removed from the truck and placed into storage. Ms. [redacted] has failed to take any action to assist in the entire process. Mr. [redacted] assured our office they have been willing to work with Ms. [redacted] if she would actually make an appearance. She also needs to be aware that although they are willing to work with her, there is still a balance that will need to be collected on the 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

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email and left a message requesting a return call in order to...

personally address her concerns but has not heard back. She hopes to receive a return email or call 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,[redacted]Executive AssistantU-Haul International

August 4, 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], followed up on the information [redacted]...

[redacted] provided. She informed our office a refund for the delivery charge in the amount of $360 was issued back to [redacted]’s [redacted] 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,

Executive Assistant

U-Haul International

June 23, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers Mr. and Mrs. [redacted].   Jerome T[redacted], our GM for our U-Haul at I-95 and State Rd. 84, followed up on the information Mrs. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] and explained she needs to forward a police report for identity theft for further review and removal from E-Alert.   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 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Mr. [redacted] rented a U-Haul trailer. Please be advised U-Haul does not charge an environmental fee on trailer rentals. I also confirmed on his rental contract that he...

was not charged an environmental fee. If he has a receipt showing otherwise, Mr. [redacted] can contact our GM of our U-Haul Center he rented from for verification and reimbursement.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

July 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he...

voided the $50 VIP Certificate and issued him a refund for $50 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 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Utah Regional...

Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for any wrong communications regarding her U-Box transaction. He also explained our shipping guarantee arrival date and agreed to her request for settlement. The refund for $452.50 was issued back to her [redacted] 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,

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.The response provided by Uhaul was false,  the store manager [redacted] only contacted and spoke with me one time, she was rude, wouldn't listen to anything I had to say, just told me that I was going to receive $107.90 refund and that was all I would be getting.  She then hung up on me after I asked to speak with the regional manager (after I got his name from her).  It states during the calls to Uhaul that the phone calls are suppose to be recorded and they should be able to hear each conversation and what was said.   The store manager is not telling the truth, I am sick of them continuing to bring up about me getting the truck stuck, that is not the issue hear.  I just asked if that was possibly covered under the insurance that I purchased.  I just inquired about it, the problem I have is with the incorrect charges to my account and the overdraft charges that they caused.  They messed up and did not fix it.  The $107.90, where ever that amount came from does not cover the incorrect charges.  Even the employees I spoke with at customer service couldn't understand where that amount came from as well.  I am not going to repeat everything I typed in the original complaint message.  I am very thorough and I have kept great records of who I have spoken with and when I was contacted and how this was handled.  I never even got a call back from the regional manager until the 27th of July.  Was told the day I called he would be calling me right back.  Seems to me this company doesn't care how they treat there customers and lie, lie, lie.  Not exceptable

Regards,

November 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Richmond Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in response:

Dear Ms. [redacted], Thank you for taking the time to contact us. I have discussed your issues with our Traffic Manager and with the Area Field Manager that oversees the dealer where you picked up your equipment. I apologize for any confusion regarding your rental rate that you were charged and any inconvenience this may have caused you. After researching your reservation, we have credited your credit card that was used to make your reservation in the amount of $271.21. Again, I am sorry. If I can be of further assistance, please feel free to contact us.

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,