U-Haul International, Inc.

February 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Dave Horn, the Regional Manager for RepWest Insurance Company, advised our office he sent your office a letter explaining they are in receipt of Mr. [redacted]’s claim and once they have a resolution, his office will be in contact with him. He also relayed that if your office has further questions, you can contact him at ###-###-####, ext. [redacted]

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 Mr. [redacted].

[redacted], our President for our Connecticut regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued...

a refund to Mr. [redacted] for $100 as an adjustment on his rental. The refund should post on his next Master Card 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

This isn't just about my items that were stolen it's about the negligence and irresponsibility of uhaul and it's employees to not call the police on a break in and to lie and am say the latch "fell off." I am appalled by um this business. I will be talking to the news and my lawyers about this if it is not resolved quickly.

[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.

 

Regards,

[redacted] & [redacted]

May 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern New Jersey Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office he contacted Ms. [redacted] and addressed her concerns. He advised her of a refund for $150 back to her [redacted] account as an adjustment and also explained she should be able to log onto our Premier Customer Club to see the discount of 20% for 6 months. The refund should post on her 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

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tidewater Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He mentioned Ms. [redacted] has been found to change her story when the facts disprove her claim. He also added she was only charged for what was used.

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

September 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Utah Regional Office, reviewed the recent information Ms. [redacted] relayed to your office. He informed our office he left a message for Ms. [redacted] explaining he had reviewed the situation and was working with our local GM and his staff to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We realize there is never an excuse for rudeness and will correct any issues to prevent it from happening again.

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 [redacted] the Area Field Manager for the [redacted] dealer credited $329.00 to Mr.[redacted] Card,, The credit should appear on Mr,[redacted] next credit card statement,Our customers arevery important ro us and we regret...

to hear of situations that causeproblems for them. Thank you for bringing this matter to ourattention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International

Thank you for your concern for our customer Ms. [redacted].Please be advised that we have never had a policy that denied renting a U-Haul trailer that would be towed behind all Ford vehicles. Our policy is geared only toward the Ford Explorer, however, we have since updated our policy and will...

in fact rent a trailer that will be towed behind a 2011 Explorer or newer. When reserving on line, if the customer’s vehicle is not an acceptable towing vehicle, an advisement will be posted to advise our customer of that information. I apologize for any inconvenience Ms. [redacted] experienced and hope she will allow U-Haul to serve her in the future.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

October 8, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Please be advised U-Haul does not offer any Military or Student Discounts when renting a U-Haul truck.  We do have some Independent U-Haul Dealers...

stationed close to military bases that may offer a discount but it is not U-Haul policy.  I apologize for any misunderstanding.  I also want to explain that a one-way rate is a flat fee from point A to point B.  We allow a certain amount of days and miles, if renting a truck, to complete your move.  The days and miles are generous to allow for loading and unloading and unexpected detours you may incur along the way.  Only on an in-town rental do we charge for each rental period the U-Haul equipment is kept and for each mile the truck is driven.  The Terms and Conditions listed on the Rental Contract Addendum and Contract Holder states “Customer agrees that there is no refund for unused time or mileage.”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

July 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental...

agreement.

[redacted], our GM for our U-Haul of Northside located in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $293 back to the [redacted] account listed on their rental contract. The refund 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,

Executive Assistant

U-Haul International

May 11, 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 Illinois Regional Office, followed up on the information Mr....

[redacted] provided. She asked that we inform your office she has been in contact with Mr. [redacted] and is currently working with him to get the answers he deserves.

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,

July 3, 2014

Revdex.com ID#: 10110191

U-Haul Ref#: 634560

Thank you for your concern for our customer Mr. Knotts.

Mark Reinitz, our President for our Corpus Christi regional office,...

followed up on the information Mr. Knotts provided. He informed our office he spoke to Mr. Knotts and addressed his concerns. He offered his apology for the inconvenience Mr. Knotts experienced and went on to explain that the process failed from the beginning with our dealer not inputting the credit card when making the reservation. Mr. Reinitz found that our Field Manager had changed the reservation and thought our dealer was going to contact the customer and explain why this was done. He informed Mr. Knotts he would be taking care of his rental for the day and he should see the reimbursement on his credit card within the next 2-5 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,

Maria Palmisano

Executive Assistant

U-Haul International

July 14, 2014

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 at [redacted] location, followed up...

on the information Mr. [redacted] provided. He informed our office he has made attempts to speak to Mr. [redacted] but has not received a return call. Mr. [redacted], however, did issue a refund for $194.55, the price of the hitch and installation. The refund was issued back to Mr. [redacted]’s [redacted] account 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

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

[redacted] Insurance Company advised our office they have a file set up for Ms. [redacted] under Claim# [redacted]-[redacted]. The adjuster assigned to her claim, [redacted]...

[redacted], left a message for Ms. [redacted] on or about January 21st explaining her claim was in the process of being reviewed for resolution. Ms. [redacted]’s supervisor is [redacted] and can be reached at ###-###-####, ext. [redacted] if Ms. [redacted] wishes 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have responded to this e-mail before and there no more things to write about it. The same content is what you have. Kindly refered to the last response I submitted.

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.

Regards,

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the storage agreement.

[redacted], our Storage Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in...

response:

Ms. [redacted], I apologize for any inconvenience you may be experiencing. After researching your objection, the rooms in questioned were under [redacted]. Per the signed contract, Mr. [redacted] elected the insurance coverage on both rooms during the move-in process. Your claim is currently being processed with our insurance company, [redacted]. They will contact you of their decision regarding this claim. Thank you, [redacted] Storage Manager

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, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office that...

him and his staff have corresponded with [redacted] by email on several different occasions. [redacted] sent the following email to [redacted] recently. Please be advised our decision in the matter remains the same.[redacted], first I will inform you that [redacted] is actually [redacted] and she is still employed by U-Haul. Secondly I instructed [redacted] not to print off all those receipt and to direct you towards U-Haul Premier Storage Account on line so that you could at your leisure go through your ledger. It is not our position to find out every customer personal financial circumstance or how they will be paying, we have late fees for a reason. I will caution you on your threat of [redacted] This Week and The Standard as this could be considered slander, please also be advised [redacted] now feels you are harassing him (bill [redacted]). At this time I will advise you there will be no further discounts or refunds. I will once again tell you [redacted] is not going anywhere and if these action continue I will have no choice but to send you an eviction notice from our facility. Thank you [redacted] President [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

April 16, 2015Revdex.com ID#: [redacted], [redacted]U-Haul Ref#: 800070Thank you for forwarding Mr. [redacted]’ recent objection to our office. [redacted], a Senior Customer Service Coordinator, reviewed the information Mr. [redacted] provided. She had sent him the following email on April...

1st:[redacted], [redacted] Grant the U-Haul Storage Manager for Southern Washington informed us [redacted] is not U-Haul owned. They do rent U-Hauls as a side business. We have advised the Revdex.com of this and have asked them to forward your concerns to [redacted]. Sincerely, [redacted] Sr. Customer Service CoordinatorI sent following email to [redacted] Gilbert in your office on April 1st as a follow up to my original response to your office on March 30th for ID# [redacted]:Hi [redacted], We received an email back from Mr. [redacted] with the address of the storage facility he rented from, however, it is not a U-Haul storage facility. Therefore, his concerns should be rerouted to the independent storage facility at [redacted], [redacted]Thank you,[redacted]Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International