U-Haul International, Inc.

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern New York regional...

office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and addressed her concerns. She explained that since she did accept Safemove Protection, a walk around would not have been necessary. She also relayed a full refund was not authorized or warranted. [redacted] again declined the $20 refund previously offered by our Albany U-Haul Center. She also relayed she was disputing the charges with her bank. [redacted] advised [redacted] she would research to see if she could find who she had spoken to but again stated a full refund would 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

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Mr. [redacted]...

provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted] is not to be charged for fuel so long as it is at 1/4 of a tank, nor mileage or any extra day as long as the equipment is returned before 4:00 PM.

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 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Bay Regional Office, reviewed the recent comments from Mr. [redacted]. In an effort to bring closure, Mr. [redacted] advised our office he issued a refund for the remainder of the rental fee in the amount of $63.89 back to Mr. [redacted] account. The refund should post on his next credit card statement.

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 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...

August 18, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted]...

[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

November 3, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers Mr. and Mrs. [redacted].Please be advised a claim for damages and/or a loss is handled by [redacted] Insurance Company, therefore, Mr. and Mrs. [redacted] need to contact their adjuster or a manager at [redacted] Insurance Company for resolution.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

May 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he sent [redacted] an email advising her...

of a refund he issued her in the total amount of $164.00. [redacted] mentioned this amount reflects an adjustment on her rental due to the delay she incurred. There were two days allowed on the contract and he waived extra charges in the amount of $66.50 that she was charged when contract was closed out.

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 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Pete S[redacted], our President for our Connecticut Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed, according to our hook-up guidelines, Ms. [redacted]’s car could handle the 6X12 trailer.  He also mentioned Ms. [redacted]’s car is a 2009 vehicle with unknown miles and weather was in the 90-degree area.  That alone might have had an effect on vehicle.  After another review of the situation, Mr. S[redacted] advised our office, monetary reimbursement for vehicle repairs will not be offered.   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

July 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Attached is information provided by RepWest Insurance Company in regards to Mr. [redacted]’s concerns with his storage unit.  If he has other concerns, he should direct them to RepWest.   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 10, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted]   Shari Lott, our Executive Assistant for our Chicago South and SW Suburbs Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] and advised her she would cancel the Promissory Note attached to her rental contract.   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

July 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided. He had been in contact with Ms. [redacted] previously advising her he needed to listen to the phone conversations to confirm she was told her hot tub would fit in a U-Haul truck and that she needed to contact the U-Haul Dealer regarding her double payment on the trailer rental. More recently he attempted to reach Ms. [redacted] to obtain an alternate telephone number she may have used as he has not been able to locate a phone record based on the number documented on the contract. He has not yet received a return call from Ms. [redacted], however, for the sake of customer good faith, he is willing to issue her a refund for the amount she paid for the truck rental that she could not use.

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

March 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our GM of our U-Haul Moving and Storage of Blaine, followed...

up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] as well as sent her an email explaining she issued her a refund for $80.29. Ms. Aveen-West also mentioned the U-Box was stored in a smoke-free warehouse, therefore, a refund for the cleaning 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

October 21, 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 Illinois Regional Office, followed up on the information Ms....

[redacted] provided. She sent Ms. [redacted] an email offering her apology for the inconvenience she experienced. Please be advised this U-Haul Dealer is an independent business man that rents U-Haul trucks and trailers off his lot as a secondary business. He is not a U-Haul employee. U-Haul employees do not pack, load, and/or move customers. Ms. [redacted] explained in her email that the responsibility of the move would be this independent businessman, therefore, Ms. [redacted]’s concerns need to be directed to him.

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 8, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jennifer C[redacted], our Traffic Manager for our Central Canada Regional Office, followed up on the information Ms. [redacted] provided.  She advised our office she spoke to Ms. [redacted] and discussed her concerns.  Ms. C[redacted] relayed she would request the calls to be pulled and will get back with her in the next week on her findings.   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

February 28, 2014Revdex.com ID#: [redacted]U-Haul Ref# [redacted]Thank you for your concern for our customer Ms. [redacted].[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

August 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Manager for our [redacted]...

[redacted] Regional Office, followed up on the information Ms. [redacted] provided. He explained after reviewing the contract, Ms. [redacted] took the truck to a corporate location to have the engine code read. Our representative checked and erased the code after it was determined this was not a code that would present any safety issue on the equipment. Mr. [redacted] went on to explain that the equipment in question has had no necessary repairs since this rental. A refund for the $50 Reservation Guarantee Fee was issued due to the furniture pads not being available at the pick up location. The refund was issued back to Ms. [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

July 30, 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 removed the 24-hour access off...

[redacted]’s storage unit when it was found [redacted] continued to sleep and hang out at the U-Haul location. [redacted] also would return to the U-Haul storage location to use the electrical outlets to charge his phone. Our employees felt threatened and unsafe while he was on the property. [redacted] has used foul language and threatened [redacted] with bodily harm. A refund is not warranted in this situation.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

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

According to the notes documented in Mr. [redacted]’s...

contract, Ms. [redacted] relayed that "[redacted]" promised them a $50 gift card. Although [redacted] could not verify this information, a VIP Certificate for $50 was issued in addition to a refund for the $50 Reservation Guarantee Fee. The refund was issued back to their Visa account on March 18th and should post on their next credit card statement. The Certificate was sent to their email address on March 20th and can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Please be assured the information Ms. [redacted] provided will be addressed with all involved to ensure proper reservation procedures are being followed locally and to assure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

March 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 Southern Washington regional office, followed up...

on the information Ms. [redacted] provided. She informed our office RepWest Insurance Company researched Ms. [redacted]’s claim and offered a settlement. Ms. [redacted] declined the settlement and relayed she was obtaining her own adjuster for an alternate outcome. Ms. [redacted] should keep in touch with her adjuster of RepWest Insurance Company for 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,

Executive Assistant

U-Haul International

June 19, 2015

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 Automall in Tucson, followed up on the information Mr. [redacted]...

provided. He informed our office he issued a refund for $252.99, as requested, back to Mr. [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