U-Haul International, Inc.

August 25, 2014Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office...

he issued [redacted] a refund for the $30 service fee as requested. The refund was issued back to her [redacted] account and 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,[redacted]

Executive AssistantU-Haul International

September 30, 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 South Eastern Wisconsin Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. [redacted]’s Executive Assistant, [redacted], contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for $84 was issued back to Ms. [redacted]’s [redacted] account as an adjustment and 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

July 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $331.25 was issued back to the credit card listed on the contract on June 18,...

2015. 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

May 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Janet K[redacted], our Executive Assistant for our East [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Good...

afternoon, We have received and thank you for your feedback regarding your recent U-Haul equipment rental. I have reviewed your rental contract [redacted] and all subsequent notes regarding the changes we made in the pick up location. U-Haul appreciates your patronage and we apologize for any Inconvenience. As per our scheduling policy, a $50 credit has been issued to you for our reservation guarantee. We sincerely hope that we can serve you better the next time you may need our services, and if I can be of further assitance, please feel free to contact this office directly.

 

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

August 5, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our...

office she contacted [redacted]r and advised him of a refund for $1,208.40 as an adjustment on his move. The refund was issued back to his [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,[redacted]

Executive AssistantU-Haul International

July 18, 2016   Revdex.com ID#...

[redacted] U-Haul ID# [redacted]   Thank you for your concern for our customer Mr. [redacted].   Steve B[redacted] our Customer Service Program Manager for U-Haul International, followed up on the information Mr. [redacted] provided.  He spoke to Mr. [redacted] and also sent him the email below as follow up to their phone conversation on July 14th: Mr. [redacted], We spoke seconds ago, and you indicted that you were in the middle of something and asked that I send you an email. I am the Program Manager of U-Haul Customer Service and your concern was forwarded to me for review and response. I very much want to address your issues and come to a cooperative conclusion. Please contact me at either of my direct phone numbers: [redacted]. I look forward to discussing this with you.--Steve B[redacted] Program 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, Maria P[redacted] Executive Assistant U-Haul International

July 23, 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] regional office,...

advised our office she removed the Overtime Note from Ms. [redacted]’s contract and left a message for Ms. [redacted] requesting a call back to inform her of their resolution.

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 18, 2015

Revdex.com ID#: [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 contacted Ms. [redacted] and offered her...

apology for the inconvenience she experienced and that she had issued her a refund for $404.74 back to her Visa account. 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, [redacted]

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.

We did speak with [redacted] in the days following our complaint issued with the Revdex.com. However, we refused to take the offer of $350 as this amount was in no way a compromise with our desired settlement. We had originally been promised $100 alone for the first setback in our move, the pickup of our U-Box in [redacted], a refund for which, curiously enough, [redacted] could find no record in our account documentation. This oversight is part of our larger case about U-Haul’s faulty documentation regarding their side of our business interaction. As noted in our complaint, we were also treated unprofessionally by [redacted] in arguing our case, who spoke both with condescension, refusing any blame on the part of U-Haul, and in a threatening manner about how we really have no other recourse but to accept the few hundred dollars because they have “enough evidence against us” and that ultimately the Revdex.com “hardly does anything”.  We do not want to be simply “paid off”, and for such a measly sum. We were hoping for U-Haul to show a sincere attempt to meet us half way with our disastrous case.  We are still holding out for a greater sense of sympathy on the part of U-Haul if it is really true as [redacted] says: “Our customers are very important to us”.

Central to our case is that U-Haul’s guarantee to us for the arrival date of our belongings was not met. The excuses that U-Haul have provided for this gross delay about late paperwork (it was not late but sent on the same day of its scheduled departure) and customs (there is no mention whatsoever in the website that this might be a factor affecting their guaranteed date) are insufficient, and deceptive in relation to the way that the U-Box service is marketed on the U-Haul website. Therefore, we seek a greater settlement than what has been offered.

To the Revdex.com, we cannot thank you enough for your invaluable assistance in arbitrating our case against U-Haul.

Regards,

[redacted] and [redacted]

September 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our South Philadelphia Regional Office, reviewed Mr. [redacted]’s recent comments to your office.  He mentioned his office was under the impression Mr. [redacted] had rented from U-Haul, therefore, they offered a refund for the $50 Reservation Guarantee Fee.  They asked that I relay their apology for their error and added, as we do value Mr. [redacted] as a customer, a $50 VIP Certificate was sent to him by email that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Please be advised a refund for the difference in costs from a competitor will not be issued.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.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,[redacted]Executive AssistantU-Haul International

July 31, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent him the following...

email in response:Dear [redacted], I would like to sincerely apologize for the hassle and inconveniences you experienced during your recent U-Haul rental.I understand that moving itself can be very stressful. In a effort to alleviate some of that stress, we have implemented a scheduling process to route trucks and trailers to areas that are in need of equipment. Scheduling and confirming the reservation the day prior to the move gives us an opportunity to get equipment where its needed for a future reservation. From time to time, there are situations that occur that are beyond anyone's control that may inhibit use from getting equipment to a particular location. Some of those situations may be a mechanical breakdown, accident, or even weather conditions the current renter may be facing. Because of those unforeseeale circumstances, we have information listed on our website explaining our reservation process and policies on scheduling. This information can be found at the link below:[redacted]

We strive to have trucks and trailers available to all our customers, however sometimes we are unable to fulfill every reservation made. When this happen, we do offer compensation when we are unable to uphold a reservation as agreed upon. Compensation is offered through our Reservation Guarantee program. After doing some research on your contract, and discussing your issues with the Traffic Manager, we will issue you a credit in the amout of $50.00. I will have to check in with the Area Field Manager to see why All Phase in [redacted] was not open on the day of your rental, but that might explain why our traffic department moved your reservation to the nearest location. So in addition, I will compensate you for your travel and credit you another $50.00 for travel time. I would also like to offer you a $50.00 VIP. This certificate is good at any of our 17,000 U-Haul locations and can be used towards future rentals, moving supplies, hitch sales or installation, storage rooms, propane and other general rental items. They are valid for two years from date issued, are transferable and can be given as gifts. You will be receiving them from my Corp office via email shortly. Again, I am sorry. Thank you for your patronage and we hope to do business with you again 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

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

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 sent Mr. [redacted] the following email in response:

[redacted], I am contacting you in regards to your Revdex.com complaint that I received today. I apologize for the no one contacting you to this point and for the inconvenience you experienced with your rental. After reviewing your objection and the rental history of the truck in question, I am going to issue a 20.00 refund to your credit card that was used on the rental itself. Again, I apologize for the situation and hope to do business with you again in the future. Thank you, [redacted] Executive Assistant

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 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central Georgia regional office,...

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

Dear Mr. [redacted], We apologize for any inconvenience incurred during your rental experience. When your reservation was made, the rental location in Grayson had the equipment on the lot, therefore the system allowed it to be confirmed, but within the same time period, a transfer was placed on the equipment and it was moved to cover another reservation elsewhere. Once your reservation officially downloaded to the Grayson location they no longer had the equipment available and they assumed that the reservation system would automatically be moved to another location. The location failed to contact you as to the status of your reservation. There is no excuse for the failure on their part to notify you. Due to the added expense on having to make two trips to the landfill, I have directed a VIP Certificate in the amount of $50.00 to be sent to your email address. This certificate is good toward any purchase or rental with U-Haul and is transferable. Once again, we apologize for your bad experience, and hope this small token helps resolve the mistake. Thanks for communicating with us concerning your experience. It helps us in fine tuning our operation towards total customer satisfaction. We appreciate your business and look forward to serving you again in the future. Thanks again, [redacted] Area Field Manager U-Haul 776

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 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Vice President for U-Haul International, contacted [redacted] and addressed his concerns. A check for $923 was issued to [redacted]...

[redacted] for a refund on his rental. He should receive the check 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

size="3">  September 6, 2016
 
Revdex.com ID#:  [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Steve B[redacted], our Program Manager for Customer Service, followed up on the information Mr. [redacted] provided and has been in contact with him by email with the most recent below:
Hi, Mr. [redacted], I am looking forward to seeing whatever documentation you can provide me so that we can get this matter resolved. I would hope also, that your bank would be willing to just forgive the overdrafts considering the fact that it was an obvious mistake and not something their Customer (and colleague) should be held accountable for. I am also in contact with the Regional Marketing Company President regarding your other concerns as well. Hope this can all be resolved quickly. -Steve B[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,
Maria P[redacted]
Executive Assistant
U-Haul International

January 14, 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. She informed our office she sent him the following email:

Good Afternoon [redacted], I've received your information regarding your recent U-Haul rental. First, I'd like to apologize for the inconveniences and customer service issues you experienced. After looking into your account further I do see the total for your rental came to $82.17. The location was not able to charge your card on file the additional $31.24 so after they attempted numerous times they placed the balance on a promissory note for our collection department to collect. Once a contract is placed on promissory note a $30 service fee is added to the account. This is why the charge to your card was $61.24 rather than $31.24. As a courtesy for the troubles you experienced I will refund the $30 service fee added to your account. Please let me know if there's anything else I can do to assist you. Thank you, [redacted] UHC of [redacted]

Ms. [redacted] received an email back from Mr. [redacted] relaying his appreciation for her communication and the refund.

 

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 25, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms [redacted], a Customer Service Manager, followed up on the information Ms. [redacted] provided and...

sent her the following email in response:
Dear Ms. [redacted],
I am reaching out in regards to your concern sent through the Revdex.com. We appreciate your feedback and understand your frustration. Our eAlert policy was created to protect our company from further debt and to ensure that debtors are not able to benefit from our equipment when a debt has been left unpaid. 
You are not being asked to pay the debt and this does not reflect on your credit in any way. U-Haul has decided there is a risk of the debtor benefiting from your rental and we have chosen to not assume that risk. We are sincerely sorry this has affected your ability to rent. We are willing to work with the debtor to resolve this on your behalf if the debtor contacts us and wants to agree to a settlement. You can contact me direct at ###-###-#### Ext [redacted]. I look forward to hearing from you at your convenience. 
Thank You, 

UCC Associate Program Manager
Customer Service Department
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 spoken with a Uhaul representative and we are trying to work out a mutually agreeable conclusion. I will keep the Revdex.com updated. The final resolution will take longer than the seven days provided by the Revdex.com. 

Regards,

June 16, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. D[redacted].   Amy S[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. D[redacted] provided.  She informed our office she spoke to Ms. D[redacted] on June 10th and advised her of a refund for $125 she issued back to her [redacted] account.  The refund should post on her next credit card statement.  Ms. D[redacted] relayed her satisfaction for the resolution.   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