U-Haul International, Inc.

November 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Dominick D[redacted], our GM for our U-Haul Moving and Storage of Riverdale, reviewed Ms. [redacted]’s recent comments.  He informed our office he left another message for Ms. [redacted] to personally address her concerns.  In case Ms. [redacted] misplaced his number, Mr. D[redacted] can be reached at ###-###-#### and he hopes to hear back from her 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, Maria P[redacted] Executive Assistant U-Haul International

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Harrisburg Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $35 as an adjustment on his rental. The refund was issued back to his Visa 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

June 17, 2014

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 Raleigh regional office, reviewed the information Mr. [redacted] recently provided. She advised our office she was at our U-Haul Center when Mr. [redacted] was calling. They were extremely busy and assured our office our GM, [redacted], was never rude to Mr. [redacted]. Ms. [redacted] apologized for delays and did get Mr. [redacted]’s U-Box delivered to him at no charge. Ms. [redacted] explained they did the best they could under the circumstances and also relayed that a refund will not be issued.

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 26, 2015
Revdex.com ID#: 10720399
U-Haul Ref#: 847620
Thank you for your concern for our customer Ms. [redacted].
Our Customer Service Department confirmed that the check for $40 that was mailed on July 15th from our Phoenix...

office was sent to the correct address, [redacted].  The check also cleared on July 21st.
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 24, 2014

Revdex.com ID# 10271701

U-Haul Ref#: 700350

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

[redacted], our Executive Assistant for our Iowa Regional Office, followed up on the information Ms....

[redacted] provided. She explained Ms. [redacted] made her reservation on September 8, 2014 at 2:49pm Central Standard Time for same day pick up. The reservation was downloaded at 3:24pm and Ms. [redacted] was dispatched on September 8th at 4:12pm. We realize she chose a different pick up location but she was never scheduled at the preferred location due to availability. However, since Ms. [redacted] raised the question of the Guaranteed Reservation, we went ahead and issued her the $50 Guaranteed Reservation Fee in the interest of customer good faith, although she did not actually qualify for it.

[redacted], our GM for our Urbandale U-Haul Center in Des Moines, sent Ms. [redacted] an email offering his apology for the inconvenience she experienced and explained we did the best we could to get the equipment she wanted on the same day she made her reservation. As we value Ms. [redacted] as a customer, in addition to the refund for the $50 Guaranteed Reservation Fee and the $12 for the lock she had to purchase, Mr. [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. Mr. [redacted] also confirmed there were no double charges for the rental to her credit card.

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, 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 North Shore Chicago Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office Mr. [redacted]’s storage account is on auto-pay. A late fee was accessed when payment was declined. Ms. [redacted] relayed that our GM of our U-Haul Center involved will issue a refund for $22.99 in the interest of customer good faith, however, if the card continues to decline payments, any further late fees will not be waived. A copy of the refund receipt will be emailed to Mr. [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,

Executive Assistant

U-Haul International

Ms C[redacted],
  The "autopay" program never attempted to charge my card yet I was assessed a late fee....this is occurring on a large scale basis to many customers and must stop.  Are you going to cooperate?
  [redacted]  ###-###-####

It has almost been a month since I was promised $400 in vouchers for U-Haul and I have not received nothing yet. Every time I ask the store manager he gives me the same response saying that it will come in my email. I don't understand why it takes so long to come in an email. With the push of a button I should receive it right away. It seems like the same games they have been playing for a while. Until I received the email I refuse to believe that this issue has been resolved. I have also been checking my spam folder and nothing in there. I don't understand why uhaul can't just resolve these simple issues in an appropriate time frame.

June 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name is on the actual rental agreement.

Bradley [redacted], our Field Manager...

for our South Bay Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the damage to the U-Haul truck is extensive and the truck would not have been rented in that condition. We have no record of the truck having any damage before their rental. Ms. [redacted] stated the truck was moved from the public street after they dropped it off to the U-Haul lot and this is when the damage occurred. However, Mr. [redacted] relayed there are no overhead obstructions on the U-Haul property to create the damage. Mr. [redacted] and Ms. [redacted] have been advised they are responsible for the damage to the U-Haul truck. 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

January 29, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Gavin [redacted], a Customer Service Representative, contacted Ms. [redacted] to discuss the recent information she sent your office.  Ms. [redacted] at first stated she had no knowledge of the rebuttal and had no idea why your office sent us the rebuttal statement.  Mr. [redacted] attempted to explain the call recordings but with every mention he made that disproved her claims, she would become upset and change the subject to another problem she ran into, only to come back to try and readdress the problem Mr. [redacted] had already tried to explain.  She had no interest in the proof Mr. [redacted] provided from the recorded calls to explain how we reached our decision.  Ms. [redacted] eventually agreed to have the recorded calls sent to her for review.  Mr. [redacted] relayed to her that unless she finds a mistake in communication, our decision remains the same.  Ms. [redacted] will be back in contact with Mr. [redacted] after she reviews the calls.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 [redacted]Executive AssistantU-Haul International

June 30, 2016

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Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Christopher P[redacted], Area Field Manager, apologized for the scheduling issues and credited $50.00 to Mr. [redacted]’s card for reservation guarantee on 5/27/2016.
 
Marketing Company President, Richard C[redacted], reviewed the file and based on his findings no further compensation is warranted.
 
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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

July 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted], our President for our Saint Louis Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed the facts of the situation are as stated previously in my response to your office on June 14th.  Our GM did not fabricate any of the information as Ms. [redacted] alleges in her reply.  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,

Executive Assistant
U-Haul International

Senior Agent, Customer Service
U-Haul International
Cell ###-###-####

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office,...

followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted], I am sorry for all the confusion with your reservation. We have refunded you the $50 guarantee back to the credit card the reservation was reserved with. You should see that in 5 to 7 business days.We take pride in our customer service and will use this experience as a guide for the future. 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,

Executive Assistant

U-Haul International

September 9, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Sandra D[redacted], our Executive Assistant for our Central Georgia Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] and agreed she only owed $137.90.  Ms. [redacted] was going to call Ms. D[redacted] on September 1st to make her payment and the late fee would be waived.   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

July 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Eastern New York regional office, followed up on the recent comments [redacted] relayed to your office. He informed our office the truck has gone over 1,300 miles since [redacted]’s’s rental with no breakdowns or objections from other customer’s reported. The truck in question was serviced in May 2014 and no repairs have been needed since. There have been no reported breakdowns into our Emergency Road Service in this time period. [redacted] stated [redacted] took away our ability to help her in this situation by not contacting us for assistance. His office was also unable to find who she may have spoken to that guaranteed a full refund as she stated. 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,

Executive Assistant

U-Haul International

December 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul at [redacted]. in Fort Collins, followed up on the information...

Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised her of a refund for $505.00 that was issued back to her Visa 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

January 18, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted]Ramon M[redacted], our President for our Southern Massachusetts and Cape Cod Regional Office, reviewed Ms. [redacted] recent comments.  He relayed as he explained previously, his decision as a resolution was the issuance of the $50 VIP Certificate.  Mr. M[redacted] mentioned that the reservation was covered in [redacted] and scheduled.  No phone call was made and he added that this was when the issue escalated from there.  No further adjustment will be issued.I hope Ms. [redacted] will take advantage of VIP Certificate as we feel it can be of great value to our customers and is valid for two years.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

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, followed up on the...

information Mr. [redacted] provided. She advised our office she has spoken to Mr. [redacted] on several occasions regarding this matter. We did honor the cheaper of the two quotes he was given and offered a $50 VIP Certificate to help offset the inconvenience he experienced. She relayed their decision in the matter remains the same. We feel the Certificate can be of great value to our customers as it can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

The information they provided that my claim was accepted and approved through Repwest Insurance is conflicting what Repwest has told me. I filed a claim with them and it was denied. I have attached the email from the insurance company stating it was denied. That is why I opened a complaint with the Revdex.com.
 
Is U-Haul now stating they have told Repwest to reopen the claim and pay it? I checked the account I had with Repwest (online filing) and it still shows as closed. If they have advised Repwest to pay the claim, I would like to know how long it is going to take for them to send me the claim amount. They had already dragged this out for 6 months.
 
If U-Haul has reversed the decision and are going to pay my claim in full through Repwest, then I am satisfied with the result and my case with the Revdex.com can be closed.

October 7, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted] or [redacted]., which is listed on the sale agreement.[redacted], our President responsible for the Fort Walton Beach area, followed up on the...

information Mr. [redacted] provided.  He informed our office he has left messages for Mr. [redacted] on three different phone numbers they have listed for him.  He explained he knew there was fuel in the truck because they replaced the fuel pump before the sale.  Mr. [redacted] test drove a few trucks and chose the one he purchased.  He was given the condition of the truck and repair history of the truck as is done for every customer that purchases a used truck.  The receipt he was given indicates, as was he made aware of, that “Truck sold AS IS, NO WARRANTY, either express or implied.  U-Haul makes no warranties beyond the description herein.”  Mr. [redacted] mentioned that Mr. [redacted] was given the opportunity to take the truck to his mechanic in Niceville.  Mr. [redacted] was aware of this because Mr. [redacted] told our GM where his mechanic was and our GM had called our Truck Sales location and confirmed paperwork that would need to be filled out to do this.  Mr. [redacted] has failed to call Mr. [redacted].  Mr. [redacted] chose this truck after he test drove it and then purchased it.  Mr. [redacted] stated he will not make a refund or exchange the truck and we were unaware of a blow engine when the truck was sold.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