U-Haul International, Inc.

May 4, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] and Northwestern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she sent...

Ms. [redacted] a letter specifically addressing her concerns for the hitch and installation as well as the wiring harness we installed. Ms. [redacted] also sent her print outs of the manufacturer’s specs for the exact installed hitch as well as the video wiring instructions for the wiring harness. She explained everything was tested and in working order before Ms. [redacted] left with her vehicle. Her last paragraph of her letter relayed we are not able to offer a full refund on the hitch and wiring installation. It appears there may have been misinformation provided to Ms. [redacted] but hopes the documentation provided will help clear this up. Ms. [redacted] offered her apology at the beginning of her letter and relayed our GM of our U-Haul location discounted the 6x12 trailer Ms. [redacted] rented down to the price of the 5x8 trailer she was previously quoted.

As we value Ms. [redacted] as a customer, Ms. [redacted] 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 also sell boxes, bubble pack, rope, tape and propane.

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, 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 [redacted] Regional Office, followed up on the information Ms. [redacted]...

provided.  She informed our office she left a message for Ms. [redacted] explaining she can refund the cost of the trailer since she did not obtain the requested 26-foot truck.  She also mentioned we could have given them a trailer at no cost, therefore, she feels it is only fair that she refund the cost of the trailer, or $274.32. She hopes to hear back from Ms. [redacted] soon 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

January 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Southeast in...

Des Moines, followed up on the information Mrs. [redacted]-[redacted] provided. He explained Mr. and Mrs. [redacted] received a new replacement truck, but failed to return it with the same amount of fuel as when received. They were charged for only one day rental but kept it for five days. Please be advised, as with anything mechanical, when a problem arises it will be when in use. As documented on our rental contract, our customer agrees not to hold U-Haul liable for downtime, which includes failure of the equipment to operate properly. Mr. [redacted] did issue a refund for $100 for the fuel on the first truck back to their Visa account along with 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 to help offset the inconvenience Mr. and Mrs. [redacted] experienced. No further refunds or adjustments will 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

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.Please re- open this case as I have yet to receive a call or refund from Uhaul as requested. I have also called and yet again no one will return my calls. Please assist.

Regards,

Paquito [redacted]

June 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Kevin N[redacted], our President for our Missouri Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he spoke to Mr. [redacted] and could not verify why his appointment was documented wrong.  Mr. [redacted] will send his receipt for the hitch he had installed at a different location for reimbursement.   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 concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Coastal South Carolina Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office a refund for $200 was issued back to...

Ms. [redacted]’s [redacted] account as an adjustment on his rental.  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

December 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Paul B[redacted], our Executive Assistant for our Northern Arizona Regional Office, reviewed Mr. [redacted]’s recent comments.  He confirmed the check was issued to Mr. [redacted] on December 8th and was mailed on December 9th.  Mr. [redacted] should receive the check soon if not already.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

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed the recent comments from Mr. [redacted] to your office. She spoke to Mr. [redacted] and informed him of a refund for the $10 fuel charge back to his [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

October 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $130 was issued back to...

Mr. [redacted]’s [redacted] account on September 30th. The refund should post on his next 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,

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 did not receive any call from U-Haul after the first time I spoke with their representative. $50 is NOT sufficient compensation for me having had to purchase a trailer at the last minute, rather than rent one. My spare tire is wedged in under against the hitch they installed because they did not inform me on the website or on any date prior to installation that the hitch did NOT fit my truck.

 

I would consider a $1,000 credit that I can use at any U-Haul for any product or service to be sufficient compensation for everything I had to go through due to their mismanagement of the customer experience and the abuse and humiliation at the hands of their on-site manager.

Regards,

To whom it may concern at Revdex.com,
Thank you again for your assistance and efforts as I attempt to resolve my billing issue with U-Haul.  See communication message below from [redacted].  Her explanation is that the issue has been resolved even though she is unable to stop emails, monthly billings, invoices and liens.  I have been charged again for an additional month since we spoke on 10/27 as indicated on the attached invoice and lien received. I do not consider this to be resolved as long as I’m continuing to be billed monthly, receive invoices for multiple payments that are not due and receive late payment and lien invoices. Regards,[redacted]

December 6, 2013

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 of Hunter’s...

Creek, had previously followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] came into his center on Saturday, November 23rd, and was issued a refund for $23.01 back to his Visa 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

October 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office he thoroughly went over the situation and asked that I relay his decision in the matter remains the same. Mr. [redacted] also mentioned there have been five more rentals since Mr. [redacted]s with no problems reported.

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 concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] to offer her apology and discuss her concerns....

She explained, although Ms. [redacted] arrived late to secure the U-Haul equipment, our U-Haul staff should have made an attempt to contact her and ask if she still needed the equipment for her move before renting it to another customer. In an effort to show customer good faith, Ms. [redacted] issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee. The refund was issued by check and should be received 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,[redacted]Executive AssistantU-Haul International

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement.[redacted], our President for our Central [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Ms. [redacted]...

and addressed their concerns. He relayed we did accomplish as a company to help them complete their move to their destination but not without delay or aggravation and for those reasons, he advised her of a refund for $1,000 as an adjustment on the rental fee. The refund was issued back to their Visa account and should post on their 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

September 24, 2014

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 Atlantic Canada Regional Office, followed up on the comments from Ms. [redacted]. She informed our office she emailed Ms. [redacted]’ a copy of her receipt.

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

July 22, 2015
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.  He informed our office he spoke to Mr. [redacted] on or about July 17th and revealed the evidence to him with pictures of the damage.  Mr. [redacted] did not dispute the damage but requested a U-Haul representative review the damage with him or a relative so he could understand what he was being charged.  Mr. [redacted] offered a walk around for him with our shop manager so they could go over the details of the repairs needed.  Mr. [redacted] then contacted our office again to explain Mr. [redacted]’s representatives met with our shop manager who showed them fine details of what would need to be done to get our U-Haul truck rental worthy and back on the road.  Mr. [redacted]’s representatives took some pictures and understood the extensive damage that was done during Mr. [redacted]’s rental.
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 7, 2015

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 Central Chicago Regional Office, reviewed the recent comments from Mrs. [redacted]. He informed our office he attempted to speak to Mr. or Mrs. [redacted] but reached their voice mail. He left a message requesting a call back. He also sent Mr. [redacted] an email requesting the amount they are now seeking. A full refund in the amount of $2,1.61 for the truck they had issues with was done on July 11th although they were still able to continue and complete their move. Mr. [redacted] explained that Mr. and Mrs. [redacted] agreed the refund was a fair resolution and accepted the offer. They then filed a claim with [redacted] Company for damages they said occurred during the transload, which was denied. They continue to request reimbursement for damages and also are claiming reimbursement for food and lodging. Originally they requested food and lodging plus a portion of their rental, however, Mr. [redacted] explained a full refund of the rental would more than cover their expenses and they agreed with the resolution. Mr. [redacted] hopes to hear back from them soon.

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

[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,

Brandon F[redacted]

July 8, 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. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He stated Mr. [redacted] has received his credit. He offered his apology for any misunderstanding and advised him of a refund for $25 as an adjustment on his rental.

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