U-Haul International, Inc.

August 5, 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] Regional Office, followed up on the information [redacted] provided. He informed our office he issued a refund...

for the extra day charges in the amount of $22.81. The refund was issued back to [redacted]’s[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, [redacted] Executive Assistant U-Haul International

August 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] office, followed up on the information [redacted] provided. She informed our office...

[redacted] was contacted and they addressed her concerns. A refund for $1,500 was issued back to [redacted] account for the late delivery of her [redacted], which 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

[redacted]  [redacted]

3

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,

[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,

[redacted]Senior Agent, Customer ServiceU-Haul InternationalAugust 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted] our Executive Assistant for our West Sacramento Regional...

Office, followed up on the information Mr. [redacted] provided.  She informed our office when the rental was generated for the 15-foot truck, he accepted a $10 discount on the truck as well as a reduced mileage rate from $1.09 a mile to $.89 a mile.  He also received furniture pads and a dolly at no charge.  This resulted in a discount of $30 off the rental.  Mr. [redacted] used the equipment as contracted and completed his move.  Ms. [redacted] went on to say he was compensated for the inconvenience he experienced with the discount provided.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 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted]...

provided. She informed our office she left a message on [redacted]’ voice mail advising her she can contact [redacted] Company to file a claim. She provided the telephone number for [redacted] as well as her call back 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 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.Prior to this response from [redacted] through Revdex.com, I wrote an email to Revdex.com which indicated that the matter had been resolved by [redacted] and that we considered the matter closed.

Regards,

January 6, 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 Northern Alberta, Saskatchewan and Northwest Territories, reviewed Ms. [redacted]’s recent comments to your office. She sent Ms. [redacted] an email requesting a copy of the contract that states the U-Boxes would be delivered within 14 days.

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

Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, reviewed the information Ms. [redacted] provided. He informed our office, after checking further, he realized the truck we planned on offering did not return on time, therefore, we did not have the truck to fill Ms. [redacted]’s reservation. According to our Reservation Guarantee Policy, Mr. [redacted] relayed he would issue a refund for the $50 Reservation Guarantee Fee because we were unable to cover her reservation.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

June 22, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Joann Galati, our Executive Assistant for our Western Florida Regional Office, followed up on the information Ms. [redacted] provided.  She advised our office she contacted our Credit Card Processing Department and was informed the reversal of the credit to Ms. [redacted]’s credit card cannot be reversed because the $50 refund was already transmitted.  Ms. [redacted] will need to contact her credit card company or bank to obtain the refund.  They will normally mail their customer a check if there’s a credit on a closed credit card account.   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

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

[redacted], our Executive Assistant for our [redacted], reviewed the recent comments from Mr. [redacted]. She advised our office their decision in the matter remains the same. No further action will be taken.

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

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Chris S[redacted], our President for our Harrisburg Regional Office, reviewed Ms. [redacted]s recent comments to your office and sent her the following email in response:Hi [redacted], I received your rebuttal to the Revdex.com, I'm sorry you didn't feel you could work this out by responding to my email or calling me.  I can understand how you felt that way though as you have made many attempts to discuss this with U-Haul and have not had success.  I apologize for that and want you to know that your initial letter to the Revdex.com was the first I knew of any outstanding issues with your uBox  rental.  I was aware of the situation back when your rental took place and I was aware of the cat situation, that was also the time I spoke with [redacted] from the moving company about the boxes.  I was under the impression that everything ended up getting to your location with no issues and was unaware that there was any damage nor was I aware that there were still any issues that had not been addressed and resolved.  I am going to refund the $1687.50 that you are requesting.  I will issue the refund today but want you to be aware that depending on your financial institution, the refund could take up to 5 business days to be released into your account.  If you have any additional questions or concerns, please feel free to contact me via email or my cell phone which is below in my signature.ThanksChris S[redacted]Marketing Co. PresidentU-Haul Co Harrisburg Cell : ###-###-####[redacted]@uhaul.comOur 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

July 17, 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 [redacted] regional...

office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $452.07 was issued back to Mr. [redacted]’s [redacted] account on July 15th 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,

Executive Assistant

U-Haul International

December 13, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Our GM of our U-Haul Center involved contacted Mr. [redacted]and advised him of...

a refund for the Collision Damage Waiver back to his Master Card account. The refund for $11 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

August 18, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.
[redacted], our Customer Service...

Manager, followed up on the information Ms. [redacted] provided and sent Mr. [redacted] the following email in response:
Hi [redacted], 
I am contacting you in regards to a Revdex.com complaint we received from [redacted] for this rental. I would like to apologize for the whole situation you had with the movers and the rental equipment. I will be assisting you in getting this file resolved. As of right now I cannot offer a resolution because the rental is still on-going. As for your desired settlement I will be working with Moving Help to see if we can get you a refund for the extra $41 you had to spend on movers. Once the rental has been returned can you please contact me back with the receipts for your hotel stay and I will be looking into the compensation for this as well. Unfortunately because the rental is already out there is no way for us to add Safemove or Safetow to the truck and trailer. But I can assure you that since the situation was not customer caused you will not be charged for the damage. If you do have any mechanical breakdowns you can contact our Roadside Service team for assistance. If you have any questions please feel free to contact me back at your earliest convenience. 
Thank you 

Customer Service Manager
###-###-####
Ext [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

December 19, 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 North Shore Chicago Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office Mr. [redacted]’s storage account is on auto-pay. A late fee was accessed when payment was declined. Ms. [redacted] relayed that our GM of our U-Haul Center involved will issue a refund for $22.99 in the interest of customer good faith, however, if the card continues to decline payments, any further late fees will not be waived. A copy of the refund receipt will be emailed to Mr. [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

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

[redacted], our Area Field Manager for our Hamilton, Ontario regional office, followed up on the information Mrs. [redacted]...

provided. She corresponded with Mrs. [redacted] by email and asked for a copy of the fuel receipt for further review. Ms. [redacted] mentioned Mrs. [redacted] kept the truck longer than planned, which caused us to have to reschedule another family that had been scheduled to rent the same truck after Mrs. [redacted] returned. We also had to dispose of items Mrs. [redacted] left in the back of the truck as well but she was not charged the $25 cleaning fee or the $50 late fee. We have no record of Mrs. [redacted] calling to advised us she would be late returning the truck.

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

Revdex.com   I thank the Agency for investigating our concerns. In regards to the responses filed by the U-Haul Corporation, I have the following concerns: 1.       At no time did we receive any form of written correspondence or phone call stating our appointment time had changed. We have proof, via home and cell phone call logs, e-mail that this was attempted, does U-Haul?; 2.       At no time did I curse at anyone. I have two witnesses to that effect. The Manager of the store hung up on me. He was blaming the assistant manager for rescheduling the appointment and not himself. I did explain this to the assistant, and he denied it. I ask that U-Haul provide assertions that I swore at them via means other than their words since I can; 3.       In terms of our written contract and appointment time. Since they could not provide any documentation that they had contacted us to reverse their WRITTEN confirmation of the appointment, it should have been honored, not CANCELLED. We had personally verified this appointment with the manager two days before the scheduled appointment per my original complaint. This was not addressed in the “investigation” by U-Haul officials; 4.       At no time did U-Haul officials contact me during their investigation of the incident. Is an “investigation” thorough if the complaining parties’ viewpoints are not taken into consideration?; 5.       I have filed a complaint with the Missouri Attorney General’s Office for further investigation. It is hoped they will have more legal recourses to address this situation, prompting a more thorough response from the U-Haul corporation; 6.       Thank you for allowing some leeway in responding to these concerns since we just returned from vacation on 5-24-16; 7.       We have documentation for installation costs and for the hitch installed if needed.

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,

the fact that I was told that the calls would be pulled when I first sent this complaint, it's kind of late. The calls should have been pulled right away. This is not satisfactory as a customer.