U-Haul International, Inc.

March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jim S[redacted], our President for our Tulsa Regional Office, followed up on the...

information Mr. [redacted] provided.  He informed our office he contacted Mr. [redacted] and offered his apology for the spare tire in the bed of the truck and for having running issues with his pick-up truck.  Mr. [redacted] relayed his son put the tire back on with no problem.  Mr. S[redacted] reviewed every step of the investigation he had completed including the statement from Mr. [redacted]’s mechanic.  He contacted Mr. S[redacted] again and let him know he found nothing that would lead him to believe we did anything to cause his vehicle problems and Mr. S[redacted] explained he would not agree to repair his truck based on this conclusion.  If Mr. [redacted] had further information, Mr. S[redacted] stated he would be happy to review the issue again. 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

June 9, 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 Southern Georgia regional office, followed up on the information...

Ms. [redacted] provided. She informed our office she issued Ms. [redacted] a refund for $47.03 back to her credit card for the extra day charge, Safemove Protection and tax.

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 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our Northern [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the...

following email in response:Good Morning [redacted], I hope all is well. I have been trying to reach you regarding your experience with Uhaul and the truck rental issue you had recently but have been unsuccessful. Please email me back at [redacted] or via phone at [redacted] to discuss your experience and how I can help. Thank you. [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,[redacted]Executive AssistantU-Haul International

March 31, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Tina Jaggers, our Executive Assistant for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] was contacted and offered an apology for the inconvenience he experienced.  He was also advised of a refund for the full amount of the rental back to his Visa account.  The refund for $164.80 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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

July 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Alberta, Saskatchewan, and NWT, reviewed the information Ms. [redacted] recently provided. She informed our office she spoke to Ms. [redacted] and came to a conclusion that the refunds issued did not process as the card on file was not a credit card. Ms. [redacted] advised Ms. [redacted] a check for the refund has been requested and should be received within the next 10 business 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

July 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Emory [redacted]’s concerns to our office for review.Please be advised that the storage location involved is not owned by U-Haul. This location does rent U-Haul trucks and trailer but the storage part of the business...

is not U-Haul. Please refer Mr. [redacted]’s concerns to [redacted] for resolution.Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

June 25, 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 [redacted]...

[redacted], followed up on the information Ms. [redacted] provided. She informed our office a refund for $410.65 was issued back to Ms. [redacted]’ [redacted] account as an adjustment on her rental. The refund 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

[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,

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 would first like to state that I can provide phone records of my calling and leaving messages.  In fact, my first call back was the same day, and the one and only time that a message was left for me.  The truck was absolutely faulty and whoever said that it was fine is just passing it off to the next over-paying customer.  If you care to refund my money or issue me a credit, it can't be put back on my old card.  I moved from Iowa to Oregon and that account was closed a while ago.  Honestly, had it not been closed I would've disputed the charge rather than file a complaint.  I would prefer a check to be mailed so that I can add it to my records.

Regards,

March 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Robert J[redacted], our Area Field Manager for our Northwest Dallas Regional Office, followed up on the information Ms. [redacted] provided.  He advised our office he made attempts again to reach Ms. [redacted] as he did on March 4th but the call goes straight to voice mail stating the Google subscriber is not available, please leave a message.  He relayed Ms. [redacted] is not answering her phone or returning his calls.  The balance due for the rental could not be charged to her credit card, therefore, it was put on a Promissory Note and sent in for collection.  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

[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,

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 am very confused by your response. My account is and has been closed since November. How can you first off, credit a closed account. Secondly, how can you debit that same account? Am I waiting for you to get it back from the bank before the check is issued? If for some reason there's a delay or they don't refund it, will I get charged a NSF for the closed account? This doesn't sound right and I wish I would've been asked before the company did things to the closed account. I don't want to be held liable if the bank flags me because of all this. 

Regards,

February 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Agent, left a message for Mr. [redacted] offering his apology for any rude treatment he experienced with U-Haul staff. Apparently...

the person Mr. [redacted] hired to help with his move has a past balance with U-Haul. And because we gathered both Mr. [redacted]’s information in addition to his hired help, the two were linked in the same E-Alert file. We are not holding Mr. [redacted] responsible for the other persons debt to U-Haul, however, this does prevent him from renting from U-Haul until the debt is paid in full. Mr. [redacted] explained that Mr. [redacted]’s name will remain on E-Alert until the E-Alert file is cleared of the debt.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 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms....

[redacted] and discussed her concerns. She explained to Ms. [redacted] that her contract was only modified to replace her original AutoTransport number with another one that she was to pick up on March 5th. There was no additional charge for the AutoTransport, therefore, the $200 refund our GM processed was correct. Ms. [redacted] advised Ms. [redacted] of a refund for the $50 Reservation Guarantee Fee. She also offered her apology for our GM’s unprofessional behavior and assured Ms. [redacted] the issue would be addressed.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

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.  The Business has already completed the return of the additional $50.00 refund and reassured me I was not being charged for TWO Auto Transporters. I consider the complaint resolved.

Regards,

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Hello [redacted], We apologize for your inconvenience. Understand how frustrating this may have been. We will like to cover your hotel expenses and cover 50% of the rental cost. If possible could you email me the reciepts for the hotel. Thank You.

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 customers Mr. and Mrs. [redacted], Senior Staff for [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good afternoon [redacted], I firstly would like to thank you for...

contacting us about your rental experience that you had with U-Haul. I do apologize for the inconveniences that you had during the time you had the rental. Unfortunately, you had experienced mechanical failures during your move that we cannot plan. We tried to get you assistance as fast as we could which sometimes didn't seem like it was quick enough for that I do apologize. In consideration, we have refunded you for half of the rental which would be $1,004.92 which will go onto the card that you used for the rental. This is not including the amount of $497.10 that you were refunded previously. Again, my apologies for your inconveniences. Thank you, Have a great day! [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,[redacted]Executive AssistantU-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.this issue is ot resolved. they took my money I paid all that was due and they still took my things . I do not have a truck to move my things. that is why I rented a u-haul. they have my things and want me to come and get them I can not the storage unit they have is to far from my home. they need to bring me my things. I paid for the day they took the truck in the morning I did not have it to take the things off. and I want 8,o oo dollars to replace the things I lost. this is robbery. they are thieves

Regards,[redacted]

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.The response that was received my Ms. [redacted] has nothing to do with the complaint that I filed with Revdex.com. Please have the President of the Orlando Regional Office or her review the complaint and respond to my actual complaint. Attached to this response are pictures of the before and after of my $35,000 dollar vehicle. After the employee installed the trailer, I immediately said something to him and asked for the manager [redacted]. Both employees of Uhaul ensured me that the damage done to my vehicle would be fixed. ([redacted] gave me documentation before I left with the trailer about fixing it). [redacted] knew that this trailer was a one way trip to Illinois, I would not have left with the trailer if I knew that 2 months later my vehicle would still be damaged. I did not know that I would not be compensated for the damage that they did to a vehicle that I have only had for 6 months. [redacted] since then has not returned my phone calls or emails to resolve this issue. As a customer that was guaranteed and used this location numerous times, I want the damage to my vehicle fixed as I was promised and I want a check for the amount of the estimate (attached). This as been a very unpleasant and unprofessional way that Uhaul has handled me as a customer and the situation. I believe that I have provided adequate proof of the damage that their employee created and I do not understand why this has not been resolved!

Regards,

February 18, 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 Northern Virginia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office that it is customary for any U-Haul location to give them choices for drop off locations if there are more than one. He mentioned that "On the dispatch receipt from Bowie, Maryland, it shows a drop off location in Sterling, VA, phone # ###-###-####. There is no way for us to know what location was called as it's not mentioned in Ms. [redacted]’s document. We do know that on February 7th, the drop off location that was assigned contacted the Virginia Regional Office and advised that they would be closing because of a family emergency. There are notes in the file indicating that Ms. [redacted] from our Regional Office spoke with Ms. [redacted] and re-directed her to an alternate drop off which was in close proximity. In addition, Ms. Giddings also tried reaching her via text and phone on the same day to no avail. The general manager at the location where Ms. [redacted] dropped off spoke with her on February 9th and apologized for any misunderstandings when she dropped off and he also assured her that there were no charges for additional mileage or fuel. Mr. [redacted] at our Traffic Office also received a call from Ms. [redacted] and he also assured her that there were no additional charges when she dropped off. In summary, there were no delays in contacting her after she filed the Customer Action File. She mentioned that she spoke with someone who told her that ‘they were not going to do anything about her complaint’. All actions taken by the Virginia office does not indicate such, we do not know who she spoke with. She also mentioned that this is the second bad experience she's had with U-Haul. We could not locate any records of a previous incident."

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