U-Haul International, Inc.

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,

November 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Kansas Regional Office, followed up on the...

information Mr. [redacted] provided. He informed our office Mr. [redacted] had filed a claim with [redacted] Insurance Company. After their investigation, they concluded the hook up was done properly and the equipment was in working condition, therefore, the claim was denied.

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,

November 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul of [redacted], followed up on the information Mr. [redacted] provided.  He informed our office he issued a refund for $59.90...

back to Mr. [redacted]’s [redacted] account as requested.  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

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

January 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide her with a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. This was explained to Ms. [redacted], however, Ms. [redacted] became angry and her friend removed her from our U-Haul Center. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4 of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.

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.

Regards,

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Michael H[redacted], our Field Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he attempted to speak to Mr. [redacted] but reached his voicemail.  He left a message with his personal cell phone number as well as his email address.  Mr. H[redacted] would like to speak to Mr. [redacted] to personally address his concerns.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have yet to receive reimbursement and have contacted the LA office at ###-###-#### about the reimbursement but have yet to hear back.I've also contacted the appropriate regional CA office at ###-###-#### and spoke with [redacted] today (6/19), who was looking into the reimbursement process and said she would call with details.I look forward to receiving the reimbursement, which would be a positive step forward.

Regards,

February 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at National...

Rd., followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted], issued a credit to his storage account and set up the account on autopay.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this [redacted]er to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

June 29, 2016
 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted] R
 
Thank you for your concern for our customer Mr. [redacted].
 
Processing time for credits can take 3-5 business days from the date issued. I can see the transaction did take place on our end and was submitted to Mr. [redacted]’s account.
 
If Mr. [redacted] has an issue with the movers he hired he can reach out to them for compensation of broken items. The web site provides a connection to general labor. Mr. [redacted] hired the laborers and they are personally responsible for the work they do and any damage that occurs. The payment code is given so the customer has control over the payment to the movers.  If the customer is not happy with the service or if there is a dispute the customer can withhold payment. If Mr. [redacted] gave the movers the payment code he can file a formal objection at movinghelp.com by signing into his customer account.  He can communicate with them to try to resolve the issue via the web site. Mr. [redacted] can also reach out to them directly to try to come to 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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

Tell us why here...

June 18, 2015

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Ms....

[redacted] provided and sent her the following email in response:

[redacted] I have reviewed a copy of your letter concerning your recent U-Haul rental used for your move from Johnstown PA to Hampton VA. I would like to first offer an apology for the issues that you encountered with the roadside assistance with your flat tire service. I have forwarded a copy of your concerns with the agent to our roadside department for review and appropriate action. It is our goal to get assistance to our customers professionally and as quickly as possible and we are always striving to obtain more service providers to help reduce response times. Additionally I would like to apologize for the reservation mix-up with your trailer. I have issued a 50.00 reservation guarantee credit for the mix-up. I have spoken to the manager of the Johnstown location and he informed me that he had spoken with you and per that discussion he agreed to refund the following charges 124.52 for the extra day, miles and fuel for the truck and 22.00 for the extra day charge on the trailer, which was charged on the receiving end. He also informed me that he agreed to refund the full rental charge of 85.32 for the trailer due to the breakdown delay. These credits totaling 281.84 were issued to your card ending in 2273. We feel this is fair compensation based on our review of the issues addressed.

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 22, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Peter R[redacted], our Executive Assistant for our Central Alabama Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office a...

refund for $100 will be issued to Mr. [redacted].  Mr. [redacted] should receive the refund check within the next 10 business days.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

August 27, 2014Revdex.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 spoke to...

[redacted] and advised him of a refund for $108.28 back to his [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,[redacted]Executive AssistantU-Haul International

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

[redacted], our Field Manager for our Charlotte Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr....

[redacted] advising him of a refund for the $50 Reservation Guarantee Fee he issued to his [redacted] account on August 6, 2014. If Mr. [redacted] has further concerns, he can contact Mr. [redacted] to discuss.

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 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our President for our West Texas Regional Office, followed up on the information Mr. [redacted]...

provided.  He informed our office he has not been able to reach Mr. [redacted] by phone at the telephone number listed.  An email was sent requesting a telephone number so Mr. [redacted] can personally speak to Mr. [redacted] to obtain more details on the situation he experienced.  Mr. [redacted] also advised our office he would follow up with our GM at the location involved.  We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  He hopes to hear back from Mr. [redacted] 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

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and her son, [redacted], whose name appears on the rental agreement.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on...

the information Mrs. [redacted] provided. He informed our office the U-Haul equipment was driven several thousand miles before the tire blow out. He relayed we don’t know the road conditions during travel. As far as the repair shop that was dispatched, further research will be done to address the information Mrs. [redacted] provided. A refund for $200 was issued as an adjustment on their rental. The refund was issued back to their [redacted] account and should post on their next credit card statement.As we value Mr. [redacted] and his mother as customers, we sent them a $200 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

January 9, 2015

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 SW Ohio Regional Office, advised our office that Ms. [redacted]’s concerns were reviewed by both our President of our Regional Office as well as [redacted] Insurance Company. Please be advised that the storage building was inspected and the decision not to pay any damages remains the same.

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

October 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Arnesha [redacted], our Executive Assistant for our Los Angeles West Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and addressed his concerns.  He returned hitch for a refund of $321.31.  Mr. [redacted] should receive the check within the next 10 business days.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 [redacted]Executive AssistantU-Haul International

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he...

contacted [redacted] by phone and email and advised her of a refund for $950 he issued back to her [redacted] account for the delay and inconvenience she experienced with her U-Box transaction. 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,[redacted]Executive AssistantU-Haul International