U-Haul International, Inc.

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 SW Ohio Regional Office, reviewed Ms. [redacted]’s recent comments to your office and sent her the following email in response:

Please accept my apologies for the issue you had with our equipment. First of all in view of the length of time it took to get the door unlocked I believe you are due more adjustment to your rental price and I am refunding an additional $100.00 dollars to you. This amount with the $50.00 that the GM refunded will be all that will be refunded. I can assure you that I do not agree with any statement that you were lied to. As part of my responsibilties with U Haul, I help to oversee customer concerns in our stores, and I know of no pattern of negligent customer service from this store and it's employees. I believe [redacted] statement that it is the customer's responsibility for this was a misunderstanding on his part. We do hold customer's responsible for keys locked inside a truck during a rental., but not when the keys will not unlock the doors. That is an issue to be addressed with the store personnel. I hope that this helps finalize the issue.

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

May 27, 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 Boston regional office, followed up on the information Ms....

[redacted] provided. He informed our office Ms. [redacted] was contacted by our Traffic Manager and addressed her concerns. We were able to schedule a truck for Ms. [redacted]’s move and she was advised there was no discount because we could not schedule her until the day before her move.

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 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted]...

regional office, followed up on the information Ms. [redacted] provided. She informed our office she left two separate messages on July 2nd and 3rd offering her apology and requested a return call if they wished to discuss their concerns further.

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 26, 2015Revdex.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 spoke to...

[redacted] and advised her of a refund for $50 that was issued back to her credit card that was used for her deposit as well as an additional $50 refund issued to the credit card used for her rental. Both refunds 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

February 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Idaho regional office, reviewed the information Mrs. [redacted] provided. He asked we relay his apology to Mr. and Mrs. [redacted] for their displeasure with our resolution. He explained there is nothing mechanically wrong with the truck they rented, therefore, he must go by the odometer reading at the time of rental and return. The truck has been on two separate rentals since being returned by them and no negative feedback regarding a faulty odometer or odometer reading was given by either customer. Mr. [redacted] has found no justifiable reason for a refund, therefore, please be advised our decision in the matter remains the same.

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

May 12, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Don T[redacted], our President for our San Francisco Regional Office, reviewed Mr. [redacted]’s recent comments.  He assured our office they have done everything to accommodate Mr. [redacted] without going against the law and the company.  The charges on the contract are correct and will not be adjusted.   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

May 8, 2015

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

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and left a message on her...

answering machine advising her of a refund for $50 as an adjustment on her rental in addition to the $24 he previously issued on May 3rd. He relayed this would result in Ms. [redacted] only being charged for the rental itself minus any additional charges. Mr. [redacted] provided his telephone number if she needed to reach him for any further concerns. He added he felt the resolution was fair due to the fact she did use the U-Haul truck to make her move. The refund should post on her 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

Thank you for forwarding Mr. [redacted]’ concerns to our office.

[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and spoke to him regarding the charges....

Our Collections Department was notified to credit back the two charges for $30.49 and $182.93 back to Mr. [redacted]’ credit card and generate a Promissory Note in the name of the lessee listed on the 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,

Executive Assistant

U-Haul International

I have since had vehicle checked out by a mechanic and there is damage to the underneath side of vehicle due to the vehicle not being strapped down correctly by the Johnson City store.  They said with it not being secure it bounced and bounced causing damage from it hitting the trailer.   I have an appt on 1-4-16 with the dealership to address the damage. At no time did anyone call me back to let me know the claim had been closed and at no time during my numerous calls to UHaul did they advise me to file a claim with the insurance I had on this.  It wasn't until I called on Monday did an agent tell me she was going to send me over to RepWest the insurance company.  Bad Bad Customer Service. Michael C[redacted] was extremely rude to me and basically hung up on me.  I do not accept their response and will continue to persue this.

January 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted]Shawn K[redacted] our GM for our U-Haul Moving and Storage at Eastview Mall, followed up on the information Mr. [redacted] provided.  Shawn advised our office a refund was...

issued for the difference of what Mr. [redacted] was told he would be charged.  Total charges refunded was $245.  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

July 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] regional office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello [redacted] I apologize for the confusion you received from one of my representatives. I will honor the reservation guarantee as it appears it was not explained properly to you.. Thank You, [redacted] Marketing Company President

The refund for $50 was issued by check and Ms. [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,

Executive Assistant

U-Haul International

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr[redacted]Paul B[redacted] our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office our Area Field Manager contacted Mr. [redacted] and left a message requesting a call back.  He plans to explain our procedure of equipment substitution and how our $50 Reservation Guarantee Fee program works.  Mr. Barbanti relayed the $50 has been issued back to Mr. [redacted]’s credit card but no other reimbursement is warranted.  We did provide equipment for his move and Mr. [redacted] completed his move.  The area Mr. [redacted] wished to rent from did have a shortage of the size truck he requested and we did work with him on trying to fill his reservation.  We located a 20-foot truck with a 12-foot trailer and Mr. [redacted] accepted.  The refund should post on his 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,Maria P[redacted]Executive AssistantU-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,

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 never received any email. Nor did I sign any contract. I was never presented with any paperwork from the company. I would have never accepted to have my stuff left at a location in another city when I only have a car and no means of getting my belongings. I was told I was a liar by the company which is not true. On my original invoice it had one number for the invoice number and the second one I received had a completely different number. I believe that they changed the invoice after it was left in the other town and not delivered like it was expected. 

Regards,

I have attached the equipment damage report that I was given from the Uhaul that I dropped off the vehicle to. So this is evidence that the vehicle did in fact have the mirror missing when it was returned. I dont understand why the manager keeps stating that this is untrue but this report clearly shows it was returned without the mirror and that it fell off in transit. Again I would like some type of refund for this safety issue.

October 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Tom N[redacted], our President for our Albuquerque, NM Regional Office, reviewed Ms. [redacted]’ recent comments.  He advised our office when Ms. [redacted] called to make her reservation, she agreed to truck delivery in Ohio and self delivery in Farmington as there are no other options in any of our reservation platforms.  Mr. N[redacted] relayed they did what was promised and his decision in the matter remains the same.  There will be no refund.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

Thank you for your concern for our customer Mr. [redacted].Our records indicate two separate checks, each for $150, were issued to Mr. [redacted] on September 23rd as an adjustment for the two breakdowns he incurred with the U-Haul equipment. Mr. [redacted] will also be faxing over his airline...

ticket and phone bill for reimbursement of half the airline ticket and roaming charges during his breakdowns.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 Ms. [redacted].

Our records indicate a refund for $43.95 was issued back to Ms. [redacted]’ [redacted] account on April 22nd. The refund reflects one rental period in the amount of $29.95...

and $14 for the Safemove Protection. The refund should post on her next credit card statement.

As we value Ms. [redacted] as a customer, we also sent her a $25 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,

Executive Assistant

U-Haul International

August 26, 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 Boston...

Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s American Express 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

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

[redacted], our Executive Assistant for our Lower Hudson Valley regional office, followed up on the information Ms. [redacted] provided. She informed our office...

they honored the $50 Reservation Guarantee for both pieces of rental equipment due to the fact each piece of equipment had to be secured from an alternate pick up location. $100 was issued back to the [redacted] account ending in [redacted] and should post on Ms. [redacted]’s next credit card statement.

As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $50 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,

Executive Assistant

U-Haul International