U-Haul International, Inc.

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,

March 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate our Traffic Manager for our Southern Louisiana Regional Office, [redacted], spoke to Mr. [redacted] and he agreed to forward receipts for his extra motel and meal expenses for review and consideration.

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

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Iowa Regional Office, reviewed Mr. [redacted]’s recent comments to your office and sent him the following email in response:Dear Mr. [redacted], I apologize that you had to travel to pick up your equipment. U-Haul’s trucks, trailers and support items, are "rolling inventory" so the situation literally changes with each customer. I sincerely apologize for your inconvenience and have looked into the charges you received from your drop off location. It appears that [redacted] refunded $58.65 on 10/12/15 for the truck. I noticed that you had also been charged $30.42 for the transport, so I put in for a refund today for you. I have also emailed you a $50 VIP certificate that can be utilized for propane, rental items, or any other merchandise U-Haul sells at corp. or independant locations or on-line. Again, I apologize for the inconvenience of you haveing to travel to pick up your equipment from a different location other than your preference location. Sincerely, [redacted] U-haul Co of IowaWe 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

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Ontario Regional Office, followed up on the information Mr....

[redacted] provided. He informed our office he contacted Mr. [redacted] and informed him that a refund for $50 was issued for his extra fuel along with an additional refund for the full rental fee of $136.20. The refunds were issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

As we value Mr. [redacted] as a customer, we also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. We hope he will allow U-Haul to redeem itself in the future.

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

September 7, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted].   Frederic W[redacted], our President for our Northern Alberta, Saskatchewan and NWT Regional Office, followed up on the information [redacted] provided.  He informed our office he spoke to [redacted] in detail about her concerns and they were able to reach an amicable resolution.  Mr. W[redacted] also provided his direct telephone number should she need to contact him in the future.  He stated him and [redacted] had a pleasant conversation and she expressed her satisfaction with the outcome.   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

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]

November 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 West Sacramento Regional Office, followed up on the...

information Ms. [redacted] provided and sent her the following email in response:We have received your concern via the Revdex.com of Arizona. I have researched your reservation. I found that we had Scheduled and Confirmed your reservation for a one way 14’ truck on October 31st for pickup on Nov. 1 at our location at [redacted]. The truck was scheduled for pickup at Noon. We sent you a text message with that information on 10/31 at 9:45 a.m. since that was your preferred method of contact. When the equipment was not picked up at Noon on 11/1, we called you at Noon and left a message that if the equipment was not picked up, we would cancel your reservation. At 12:48 p.m. on 11/1 another truck was reserved for you at [redacted] with a 3:30 p.m pickup. I am assuming that you were at the location on Texas Street. According to you, " We couldn’t go to other cities and risk if a truck would be there or not." The truck was there, unfortunately you decided not to go to Dixon. We make every attempt to get our customers the equipment they request at their preferred location but there are times customers must go to another location. You also state you "haggled and pleaded for an hour and a half" to get the locations in town equipment. We have vehicles that are designated for in town rentals only. You pickup and return to the same location. If a customer takes that equipment and drops it at another location, the charge is double the one way rate. The dealer saved you from having this charge. Dixon is approximately 20 miles from Fairfield and if you had gone there, you would have been back to Fairfield by the time you were still trying to the local truck. I’m sorry you feel we didn’t honor your reservation. Once we confirmed and scheduled you at the North Texas location, we honored your request, you failed to pickup the equipment and it was rented to someone else. 

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 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana regional office, followed up on the...

information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and addressed her concerns. He apologized for not meeting her expectations and advised her of a refund for her movers overtime, the items she left behind and a refund for $100 on the truck rental as an adjustment. The refund for $400 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

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 refused the $50 credit to the uhal store because I dont need it. If it was $1000 I would reject it its no good to me. It would be nice to have a $50 refund towards the truck that I overpaid for and filled when I braught it back and was charged to fill it again.

Regards,

April 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], **, followed up on the information Ms. [redacted] provided. He informed our office...

he left a message for Ms. [redacted] advising her the problem with the gate had been fixed. Mr. [redacted] stated the issue with the gate happened while he was on vacation and was sorry no one brought this to his attention before Ms. [redacted] made him aware of the problem she was experiencing.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

Hello [redacted],

Although we are an independent U-Haul Dealer, we do not control or have the ability to change any of U-Haul's policies.  This customer was directed to U-Hauls representative for the area, [redacted].  His number is [redacted].  Customer issues are handled by him for U-Haul.  

We are simply a satellite dispatch and receiving location for U-Haul.

Thank you.  Please let me know if I can be of any further assistance.

Move Cheap® Cincinnati Movers

###-###-####

September 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental agreement.  [redacted], our GM for our U-Haul Moving and Storage at Airport, followed up on...

the information Mr. [redacted] provided.  He informed our office a refund for $100 for two days later delivery was issued on August 24th.  The refund should post on his next Visa credit card statement 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,[redacted]Executive AssistantU-Haul International

September 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager, followed up on the...

information Mr. [redacted] provided. He informed me he corresponded with Mr. [redacted] by email and was able to resolve his 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,

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 do not accept this resolution. I absolutely disagree about the condition of the vehicle. Furthermore, if your inspection people are giving such reports, they are deceiving their own management of the vehicle condition which just means you have much bigger problems than one dissatisfied customer. As I result, I can make sure that I will never rent from you again, and certainly will try to steer my friends from your firm.

Regards,

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. However, there is one question, when I did speak to [redacted], he said he would send me a VIP certificate for appreciation of my committment to pay U-haul on time diligently every month since October 2013, but he didn't say anything about filling my propane tank of my new home. I don't have a propane tank, as I don't have any gas appliances. So, I'm not sure how that came about. I do know, that I was very appreciative of [redacted] taking the time to contact me and go over my concern. I am a fair person, and all I was asking was for the same fairness from the company. He came through for me and I am very appreciative for that. He had mentioned sending me a VIP certificate (a gift card I'm thinking) for me taking the time to contact them about my concern and being fair about it. I really appreciated the fact that he took time out of his day to contact me. When I closed out the account at the Debary location, however, it seemed that I had offended [redacted]; and that was not my intention. I wasn't trying  to cause anyone any added grief. Thank you again for your time and sending a gift card for my concern.

Regards,

[redacted]

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] emailed me a copy of the parking violation, which I forwarded...

to our Citations Administration Department for review. The following email was then sent to Mr. [redacted] today:

Thank you for submitting your email showing proof of payment for the parking ticket [redacted].

A reversal request has been submitted to refund the amount collected from your debit/credit card.

The refund should be visible on your account in 5-7 business days.

Thank you,

Citations Administration

###-###-#### Ext. [redacted]

As we value Mr. [redacted] as a customer, we sent him 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

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,

September 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   Traci H[redacted] our GM for our U-Haul Moving and Storage of Anchorage, reviewed Mr. [redacted]’s recent comments.  She advised our office Mr. [redacted] was given an option to either pick up a tire in Fairbanks or we would have the trailer towed for him.  He declined both so we found it necessary to retrieve our trailer.  She has no knowledge of Mr. Mandato-[redacted] stating he was told he could not retrieve the trailer because we had already sent someone, however, nevertheless this is what he would have been told if we had in fact already dispatched someone.  Ms. H[redacted] also stated she had no knowledge of him requesting recorded calls.  She was aware Mr. [redacted] requested a call from John Norris, our President for our Alaska Regional Office, however, he was not somewhere that had cell phone service, therefore, not available at the time of Mr. [redacted]’s issue.  The seven-day charge was because Mr. [redacted] was charged for the time until U-Haul had possession of our trailer.  Please be advised our decision in the matter 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, Maria P[redacted] Executive Assistant U-Haul International

November 5, 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 Tulsa Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and addressed her concerns. A refund for $12 was sent to Ms. [redacted], which she should receive in the next 10 business days.

As we value Ms. [redacted] as a customer, Mr. [redacted] 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

September 5, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Kristina K[redacted], a Senior Customer Service Agent, reviewed Ms. [redacted]’s recent comments.  She explained, as a final resolution, a refund for $43.50 was issued along with a VIP Certificate for $43.50 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.    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.   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