U-Haul International, Inc.

August 4, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref@: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Tracy D[redacted], our Traffic Manager for our Baltimore Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and relayed she was with U-Haul.  The person that answered hung up and did not answer when Ms. D[redacted] called back.  She left a message asking Ms. [redacted] if there was another telephone number she used because she was unable to locate calls under the number we had on file.  She hopes to hear back soon 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, Maria P[redacted] 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:Dear Ms. [redacted], I'm sorry to hear that you...

did not have a good experience at the [redacted] dealership. U-Haul does pride itself on providing good customer service to all of our rental customers so I'm sure the issues will be addressed. Please call our insurance company toll free number to open a claim in regards to your personal items that got ruined ###-###-####. They will review your claim and offer a resolution. Thank you for taking the opportunity to let us know about your 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,

[redacted]Executive AssistantU-Haul International

Thank you for your continued concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office our GM from our [redacted] U-Haul Center, [redacted] Montoya, contacted Mr. [redacted] yesterday and explained that when he arrived at our U-Haul Center on September 26, 2014, she met him and relayed she had obtained a space for him as requested along with a new access card. Mr. [redacted] informed Ms. [redacted] that he was moving out although Ms. [redacted] had the space he wanted at the old price in place due to the help of our Storage Group. Mr. [redacted] declined. She offered him the space again yesterday at the old price. Notes in the storage account documented on September 26th state Ms. [redacted] spoke with Mr. [redacted] to give him his new access card after transferring him into the parking space he requested. Mr. [redacted] stated he had already rented a new space and is moving out. Please be advised no further action will be taken in this matter.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,[redacted]Executive AssistantU-Haul International

March 2, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Southern [redacted] Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office Mr. [redacted] had been speaking to the wrong office in order to get answers on his U-Box move. Our Traffic Manager for our Southern [redacted] Regional Office verified the boxes were paid and shipped on February 23rd and due to arrive on March 11th.

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 26, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Ken Vadnais, our President for our Arkansas Regional Office, followed up on the information Mr. [redacted] provided.  Please be advised this dealer with the employee in question is an independent businessman but also rents U-Haul trucks and trailers from his lot.  Mr. Vadnais assured our office the issue regarding the rude behavior from the employee at the U-Haul dealership was addressed and corrective action was taken to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  He also mentioned the rental charges are valid.  Mr. [redacted] was charged for the time he had the truck and the miles traveled with the U-Haul truck, therefore, a refund for the rental will not be issued.   As we value Mr. [redacted] as a customer, we sent him a $250 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Mr. Vadnais asked that his cell phone number be provided to Mr. [redacted], which is ###-###-####.  Mr. [redacted] can contact Mr. Vadnais when he needs to make a move and Mr. Vadnais will ensure he receives the best rate possible.  The Certificate was sent to Mr. [redacted]’s email address and is valid for two years.    Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.   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 Pa[redacted] Executive Assistant U-Haul International

February 28, 2014Revdex.com ID#: [redacted]U-Haul Ref# [redacted]Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He has been corresponding with Ms. [redacted]...

and will be contacting her again if not already to offer a resolution for the delays she experienced.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

June 13, 2014

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 at Mass Ave. in...

Boston, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and assured him he will be personally handling the dispatching error that may have delayed his U-Box to be shipped.

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 reason I denied their decision is because my original issue was with a UHAUL authorized neighborhood dealer. They did not have our vehicle that we had reserved. We were supposed to pick it up at 10 a.m. we were there on time. It was almost noon by the time they realized they had no truck for us. So we had to go to the chinden branch, wich I guess is a corporate branch. They got us into a rig later that afternoon. There is ALOT more to this story. Anyway, corporate said they can't refund our money because our problem didn't occur there. The neighborhood branch says they can't refund our money because we didn't end up renting there. It's all UHAUL. I don't get it. We just want our money back from the rental to help compensate the money we spent/wasted on hired help. Three people at 15 hr for three hrs. They sat in front of my house waiting for us to get a truck, wich we were supposed to get at 10a.m... I had to pay them and send them home. It was the worst customer service we've ever received anywhere.

Regards,

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

November 20, 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 Central Georgia Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office a message was left for Mr. [redacted] advising him a refund for five months, July-November, was issued back to his credit card. His contract has also been closed out and his account moved out in Webstorage.

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 was told to pick up a 20ft truck and a 6 ft trailer the night before our scheduled reservation. Once again, I reserved a 26 ft truck, well in advance, did not receive it, yet am still expected to pay for it. I was told a 26 ft truck was not available at my preferred location of Granby, CO on my scheduled reservation date of August 31, 2014 and there was not one available at any nearby location as well. Considering UHUAL gave me less than 24 hours notice that they could not meet my reservation, I had no other choice but to use the 20ft truck and 6 ft trailer and make multiple trips instead of one trip which is 125 miles one way. We were now stuck driving an extra 250 miles due to this huge inconvience. But to make matters worse, there was in fact a 26 ft truck at the Granby uhual location and was available on my scheduled reservation date of 8/31/2014. I did call the location and verified the 26 ft truck was there and available that day. I was never contacted by uhual. I did contact uhual myself via phone and their [redacted] page and never got a call back. This is an obvious bait and switch tactic and I would like my money back. 

Regards,

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our South Austin regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and reviewed his bank statement. She confirmed there was an overcharge and advised him of a refund for $301.84.

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

May 27, 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 Nashville regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he did extensive research and made the decision to issue a refund for $45, which is half of the fuel fees due to the fact the truck was returned with less than a quarter of a tank. Our dealer had to take the truck to have it fueled before it could be rented out again. Ms. [redacted] did not have to pay extra expenses for the change in destination. Mr. [redacted] also mentioned he is very familiar with the area and relayed it is only 30 minutes from Joelton, TN to Clarksville, TN and feels they have been fair in their actions towards Ms. [redacted]. The refund should post on Ms. [redacted]’s next Visa 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

December 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Sherry N[redacted] our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided.  She informed our office she has...

left several messages for Mr. [redacted] requesting a return call.  She explained Mr. [redacted] declined Safemove and had relayed he would be removing the Tow Dolly to load the truck.  Ms. N[redacted] advised our office the Tow Dolly was hooked up properly before Mr. [redacted] left the U-Haul lot and he never contacted them with any issues he had or damage to his vehicle.  If he has other concerns he can contact Ms. N[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,Maria P[redacted]Executive AssistantU-Haul International

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s recent comments to our office for another review.

Please allow me to reiterate that the limit Mr. and Mrs. [redacted] chose for Safestor Protection was in fact refunded along with a full refund for what they paid us in storage rent. As our Storage Manager for our Ohio regional office, [redacted], had previously relayed, all warranted refunds have been issued.

Thank you for your continued concern and support.

Sincerely,

Executive Assistant

U-Haul International

October 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Ms. [redacted]. She informed our office she left a message for Ms. [redacted] requesting a return call. She also mentioned she would like to issue her a refund for the extra item she purchased in Coos Bay.

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.

U haul has refunded us 85$ and sent us a 75$ coupon. Although appreciated we strongly feel that this is inadequate given the rentals fees paid by us equal approximately  700$ with both rentals. I lost over 300$ in wages. we were stranded for almost 5 hours. PLus I had to do most of the repair myself and use my own jack..not to mention the gross negligence of the tires being Dangerously overinflated. We do have pictures of the overinflated tires that were taken at the service garage, as well as pictures of the blow out. it was our sincere hope that Uhaul would make a real effort to compensate us and not this pittance that is somewhat insulting...We feel that at least half of our rental, plus the insurance fee from the first rental should be refunded to us..

Regards,

June 12, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].  Please be advised that [redacted] is the name listed on the rental agreement.   Mandi D[redacted], our Executive Assistant for our Southern Alberta Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and discussed their concerns.  She requested he email her a copy of his receipt for further review.   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

August 3, 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]...

Suburbs, followed up on the information [redacted] provided. She informed our office a refund for the shipping costs in the amount of $1,137.09 were issued back to [redacted] on July 25th as requested.

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 14, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Jim S[redacted], our President for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he contacted Mr. [redacted] and advised him of a refund for $44 he issued back to his Visa account as an adjustment on his rental.  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, Maria P[redacted] Executive Assistant U-Haul International