U-Haul International, Inc.

March 5, 2014

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].

[redacted], our President for our Los Angeles West regional office, followed up on the information Ms. [redacted] provided. He contacted Ms. [redacted] and discussed her concerns. He explained the...

Safemove Coverage is for damages resulted from an accident with the U-Haul truck. He also advised her he was forwarding her concerns to Moving Help for review and 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,

[redacted] Executive Assistant

U-Haul International

September 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul at [redacted], followed up on the information [redacted] provided.  He informed our office they happened to look at the...

security camera screen when [redacted] pulled onto the U-Haul lot with the rented U-Haul truck.  Instead of following the lines painted on the lot indicating to pull up to the front of the store to return equipment, he pulled into an employee parking spot next to an employee car.  This alerted them to try and get [redacted] to move the vehicle before he exited the truck.  A CSR met [redacted] before he got to his car and quickly looked over the equipment, checked the miles and fuel and asked [redacted] if he had any problems with the truck, to which [redacted] answered, no he did not.  [redacted] was in a hurry and didn’t want to wait to get a printed receipt and left shortly after.  When the U-Haul truck was pulled up to our return lane, it was then discovered the hole in the overhead of the truck.  The contract was reversed and a new return receipt was generated to reflect the damage. If the damage was caught before [redacted] left, an accurate total would have been given.[redacted] relayed that the Overtime Note for $776.72 was canceled and a refund for $24.90 was issued back to [redacted]’s 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,[redacted]Executive AssistantU-Haul International

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Arkansas regional office, followed up on the...

information Ms. [redacted] provided. He spoke to Ms. [redacted] and addressed her concerns. He explained our Roadside Assistance Program and the steps necessary to obtain help. Mr. [redacted] assured Ms. [redacted] he would follow up with our GM and all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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.

[When I phoned the UHAUL office and inquired if there was a truck and movers available, I was informed by [redacted], the UHAUL employee that answered the phone, that there WAS a 26 foot UHAUL available AND he was available to move me on short notice. [redacted] IS a UHAUL employee, he answered the phone, he presented himself as a mover, and did the reservation of the truck on my behalf. I went into the UHAUL office and [redacted] entered my information into UHAUL's computer system, took down the mileage of the trip and so forth, and I swiped my credit card to reserve the truck with [redacted]'s assistance. I then went back to meet [redacted] AT UHAUL. He took the keys to the truck and did all of the driving, loading and unloading of the truck. How UHAUL can now attempt to distance themselves from the damage done to my home and furniture by THIS UHAUL EMPLOYEE with disastrous results is insulting and shows a total lack of professionalism and lack of ethical business practices. ]

Regards,[redacted] [redacted]

November 20, 2014

Revdex.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...

and sent him the following email in response:

Good Morning [redacted], I wanted to follow up with you and ensure everything went ok with the bike rack you received Friday. Unfortunately, my daughter was sick so I wasn't in the office. Please let me know if there's anything else I can do to assist you on this matter. Thank you for your patience. Thank you, [redacted] U-Haul of [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

May 27, 2015

Revdex.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] requesting a return call to personally...

address his concerns. He explained the lessee listed on the rental contract is responsible for the debt, which came to $750 and only $200 was collected at the time. He will discuss the information with Mr. [redacted] when he hears back from him, 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

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID 11564763, 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,

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, sent [redacted] another email in response to his recent comments.Good morning [redacted], In response to your email dated August 11th, I again apologize for the inconveniences and the lack of service you received. By acknowledging that mistakes were made, and correcting those mistakes by both financial compensation and an offical apology, I would also like to thank you for taking the time to let us know of the issues you had. It allows us to better our services to avoid these types of occurences in the future. Thank you, [redacted] Executive Assistant U-Haul Company of [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,[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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

October 23, 2016   Revdex.com ID# [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted]

Craig W[redacted], our President for our Northern Indiana Regional Office, followed up on the information [redacted] provided.  He informed our office he sent [redacted] an email offering his apology and also asked for a call back to personally address her concerns and offer a 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 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 Mr. [redacted].

Vernon Rosemin, our Executive Assistant for our Northern Virginia...

regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced with the reservation. He also advised Mr. [redacted] that he discounted his rate by $50.00.

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 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Trey B[redacted], our President for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he attempted to contact Mr. [redacted] and left a message for a return call.  When they spoke on June 11th, Mr. B[redacted] explained Mr. [redacted] didn’t request a refund during their conversation and in fact thanked Mr. B[redacted] at the end of the call.  He will discuss the issue when he hears back 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, Maria P[redacted] Executive Assistant U-Haul International

June 10, 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 Raleigh, NC Regional Office, followed up on the information Mr....

[redacted] provided. She relayed that our GM for our U-Haul Moving and Storage at Chapel Hill Blvd. assured her the pin was properly in place when Mr. [redacted] left the U-Haul lot, therefore, a refund is not warranted. However, in the interest of customer good faith, Mr. [redacted] advised our office she would issue Mr. [redacted] a refund for $175 due to the inconvenience he experienced.

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 forwarding Ms. [redacted] concerns to our office regarding her parents U-Haul rental.

[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He...

informed our office he spoke to Ms. [redacted] and Ms. [redacted] will be sending in receipts for fuel and cab ride for reimbursement. Mr. [redacted] offered his apology to Ms. [redacted] and relayed he will be in contact with Ms. [redacted] parents next week when they are back in town in order to offer his personal apology to them as well.

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 feel as if the company is not trying to take responsibility for their actions, I have already contacted my lawyer I know I have a case, we were never emailed a copy of the rental contract, it was a reciept saying I had paid for it, but that was all. I will allow U-Haul another chance to make things right for all of the stress that this has caused for me and my wife. 

Regards,

The response given is inaccurate and untrue. On two separate occasions I reserved 10x12 storages and once I had arrived to claim them they were not made available to me. U-haul employees advised me to keep the truck until it was resolved, as they behaved as though they didn't know what the problem was. I had not been advised of the charges for doing so under their advisement until it was returned. A truck is not storage, storage is what I reserved and never  received.

February 3, 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 Jacksonville, FL regional...

office, followed up on the information Ms. [redacted] provided. She informed our office they followed proper procedures when Ms. [redacted]’s unit was sold on September 26, 2009. Ms. [redacted] has record of the amounts of $105.95 and $50 being written off Ms. [redacted]’s storage account on July 18, 2009. She also has record of calls made to Ms. [redacted] in an attempt to bring her storage account out of delinquent status before the auction was necessary.

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 2, 2016   Revdex.com ID#: [redacted], [redacted] U-Haul Ref#: [redacted]   Thank you again for forwarding Ms. [redacted]’ recent comments to our office.   Michael H[redacted], our Traffic Manager for our Eastern Florida Regional Office, relayed Ms. [redacted] has been refunded a total of $238.70 and the check was mailed on September 22nd, which can take 10 business days to receive.   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 [redacted] Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:

[redacted]: Your recent issue with your U-Haul rental was brought to my attention this morning. First I would like to offer our apology for the confusion on the equipment size recommendation and the problems it has caused. I have issued a full refund to the card used for this transaction and you should see a credit post to your account within 5 business days. Please note that the credit was issued today but the bank has up to 5 days to post it to your account.

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

February 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 Jacksonville regional office, reviewed the information Ms. [redacted] provided. He made two separate attempts to reach Ms. [redacted] by phone but received a message both times that the caller could not be reached. Mr. [redacted] relayed that although the auction of her goods in the storage unit was unfortunate, the sale was done legally. He also mentioned that she was in fact given a free month along with the write-off that was previously relayed. Rent was due again just 3 days after the write-off, and then the cycle began again. Ms. [redacted] did not return many calls or hold up to her promise to pay the time she did call back. Please be assured we make every effort to prevent having to auction a customers belongings. However, when our only recourse is an auction, all action is done legally.

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