U-Haul International, Inc.

May 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our GM for our U-Haul Moving and Storage at Capital Blvd. left a message for Ms. [redacted] advising her that he would be willing to provide her with one month of free storage as a customer courtesy if she still needed her unit.

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 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Mr. [redacted] recent comments and sent her the following email:

Ms. [redacted]. I wanted to inform you that we did receive [redacted] letter that was sent to the Revdex.com. I am currently working with customer service to get you all of the recorded phone calls. Thank you, [redacted] Executive Assistant U-Haul of Western New York

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

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.  Essentially, I had to go take care of it in person because the U-haul customer service is incompetent and non-existent.

Regards,

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

[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments Mr. [redacted] relayed. He informed our office a refund for $50 has been issued to Mr. [redacted] in accordance with our Reservation Guarantee Policy. The refund was issued by check and Mr. [redacted] should receive it 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

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

May 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and advised our office Mr. [redacted] was...

contacted and they were able to reach an amicable resolution. [redacted] confirmed Mr. [redacted] could have benefitted from a one-way rate by a variance of $32.00. A refund for $50 was issued back to Mr. [redacted]’s [redacted] account as an adjustment on his rental and the refund should post on his next credit card statement.As we value Mr. [redacted] as a customer, [redacted] also sent him a $25 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.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

February 11, 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 Philadelphia regional...

office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and provided him with the telephone number for RepWest Insurance Company to follow up on his claim. Mr. [redacted] initiated an insurance claim for Mr. [redacted] and provided him with the report number during their phone conversation.

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 19, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Samantha S[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she left a message for Mr. [redacted] requesting a return call on September 12th but has not heard back.  She mentioned, after reviewing the information she found no contract created for shipping with a rate of $950.  It’s possible the quote for $950 was done in May 2016, therefore, in the interest of customer good faith, she is willing to honor that rate and offer the difference of $72.  Ms. S[redacted] also stated Ms. [redacted] did stay in the box for a 2nd month.   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

Thank you for your concern for our customer Mr. [redacted].
Dear Mr [redacted],
I am writing in regard to reference [redacted], and your Revdex.com claim (Claim #: [redacted]). We apologize for the experience you had during your recent rental. We do see that there was...

a significant issue with the vehicle at the time of breakdown, and will review the situation internally to avoid any future issues. While we cannot compensate you for the amount that was request (as the rental did reach it's requested destination), we have determined that we can offer a resolution of $87.60 refunded to the card on file (ending in 0910), and $40 in VIPs for a future rental or purchase with U-Haul. Once again, we do feel that this is a fair resolution, as your vehicle did make it to its destination, and U-Haul does not normally compensate for personal expenses outside of the equipment costs. If you do have any questions, or would like to accept this offer, please contact us, either by calling ###-###-####, or by replying to this email.
Thank you

Customer Service Senior Agent
###-###-#### EXT: [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

I have reviewed the response made by the business in reference to complaint ID [redacted].  I never had a complaint with any company in [redacted]; I believe this was forwarded to you in error. My complaints were with U-Haul in [redacted] and U-Haul in [redacted]. I suspect someone thought the AR abbreviation for [redacted] was the abbreviation for [redacted] (I find this happens fairly regularly). Anyhow, my problems have all been addressed. I consider this complaint resolved.

Regards,[redacted]

l.com> wrote:Okay, How can I reopen the claim or should I file a new complaint. I've gotten the paperwork from Uhaul which support my claim. I would like a refund of the monies that is owed to me.  Thank you,[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.When I messup with my business I go the extra mile to make sure the customer is treated correctly and the problem has been corrected. I feel bad that Uhaul doesn't seem to really care or put the customer first.

Regards,

January 14, 2015

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 of Ithaca, followed up on the information Mr. [redacted] provided. He spoke to...

Mr. [redacted] and advised him of an additional refund for the requested amount of $404.80 back to his [redacted] 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,

Executive Assistant

U-Haul International

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

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

response:

Good afternoon Mr. [redacted], I am writing to you in regards to the recent [redacted] complaint you issued. We did speak throughout this process, I was the representative that processed your refund and handled your complaint. I do apologize for the issues that arose from the wiring installation at the U-Haul of East Ridge Rd Center. I did take note of your complaints with the General Manager at that facility and the Marketing Company President did handle the situation accordingly with him as well, your complaints about him were not ignored. We have already refunded you the cost of the repair and we only charged for the hitch you kept along with the hitch installation labor and the warranty. All of this was agreed upon in our conversations. We cannot extended anymore refunds but I can offer a $50.00 VIP which has been emailed to this address. This gift certificate is valid for 2 years and is good for any product we offer including propane, truck/trailer rentals, storage, boxes, moving help and more. This can be used in any U-Haul Center in Canada or the USA. Once again I am sorry for all the issues and conflicts that arose from the initial install and your complaints in regards to the General Manager have not been ignored. Thank you, [redacted] Executive Assistant U-Haul Co. of Western [redacted] Office ###-###-#### Ext [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

December 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Northern Wisconsin and the UP Regional Office, followed up on...

the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but received no answer or answering machine. A refund for the Local Not Returned fee was issued in the amount of $88.90. Mr. [redacted] also relayed that the Promissory Note was canceled.

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 Mr. [redacted].According to Mr. [redacted]’s rental contract, we deducted the $14 Safemove Protection fee at the time of return.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 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern...

Florida regional office, followed up on the information Mrs. [redacted] provided. She informed our office the delivery of the U-Boxes was two days late, therefore she is honoring the $50 per day per box, which is a refund of $600. They were also charged another month of rent for the four boxes that should not have been charged as they moved out on July 7th. An additional $411.79 will be refunded. Ms. [redacted] spoke to Mr. [redacted] and advised him of 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

October 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North Orlando Regional...

Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and they were able to reach an amicable agreement. Mr. [redacted] also provided his call back number in case Mr. [redacted] had any further concerns.

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 10, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Charles W[redacted], our Executive Assistant for our Raleigh, NC Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response along with pictures taken by the service provider: Mrs. [redacted], Per our conversation, please see pictures attached. The pictures 1132999a and 1132999b show no outlet. Pictures 1132999c and 1132999d show the angle of the td and vehicle common with attempting to backup. Picture 1132999e shows the vehicle wedged over the fender and tire stop- please note the strap is still through the ratchet, however the force of vehicle binding in this fashion has caused the strap to “pop” off tire. Please contact me if you have further questions. Thank you, Charles w. W[redacted] III   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

June 16, 2016  Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. F[redacted].   Michelle A[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr....

F[redacted]’ provided.  She informed our office she spoke to Mr. F[redacted] and discussed his concerns.  She advised him of a full refund for the shipping fee.  Mr. F[redacted] relayed his 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 P[redacted] Executive Assistant U-Haul International