U-Haul International, Inc.

October 4, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Leah C[redacted], our Traffic Manager for our Connecticut Regional Office, reviewed Ms. [redacted]’ recent comments.  She informed our office a refund for $150 was issued back to her Visa account.  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, Maria P[redacted] Executive Assistant U-Haul International

July 26, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].   Mark B[redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided.  He relayed he has been in contact with our GM at our U-Haul Moving and Storage of Beaverton regarding the U-Box [redacted].  The box was located at the facility and confirmed it was empty.  He also contacted our Regional Office regarding U-Box [redacted] and was told Mr. [redacted] had gone to the location on or about July 22nd and unloaded the box.  A refund for $250 was issued as an adjustment for the inconvenience they experienced.  The refund should post on their next Visa 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, Maria P[redacted] Executive Assistant U-Haul International

November 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Fort...

Worth Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office he was able to reach an amicable resolution and has written off the current charges, or $218, making their next payment due on November 15th.

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 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments from [redacted]. He informed our office he left them a message explaining he issued them a check for $160, which should be received 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

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.Thank you for responding to my concern regarding the hitch installation and rental of the trailer. Yes, I was disappointed that Uhaul did not give me a complete refund as I would not have rented the trailer in the first place had the Uhaul website not provided miss-information about the towing capacity of a 2010 Hyundai Elantra (please see documentation that I have provided to Uhaul from the Hyundai owner's manual about the maximum allowed tow weight). The $537.84 that was refunded should not be brought into this discussion at all as it was refunded to me for the days that I did not use the trailer and the mileage difference because it was not taken to Texas. It had nothing to do with the dispute about the trailer rental or the hitch installation. Regarding the $215.23 promised to me by [redacted]. I have a recording of her, on my phone, saying that she would like to give me this money as a showing of good faith in an effort to maintain me as a customer (no mention at all of needing to have the hitch and ball removed). I responded to [redacted]'s message during the week of March 2nd and confirmed that I would accept it. She returned my call with an email stating that she would give me back $100. When I responded asking why she was changing the amount she told me it had been too long. She also stated that I was trying to get something for free and that she would not allow that. She asked me to explain, again, why I thought I deserved to get this money back. I told her I was not willing to explain this for a third time (we went over this on 8/25/2014 and 2/11/2015). She raised her voice at me and I told her I would not tolerate this treatment and that I was going to hang up. I have not spoken to her or corresponded with her since then. The Revdex.com representative handling this case informed me that [redacted] claims that when she originally offered the $215.23 that she said I would need to return the hitch. That is absolutely not true. I have a recording of her saying it was a return in good faith. Uhaul has been inconsistent and incredibly unprofessional in this matter. It is very frustrating that the story about what will be given to me changes every time I speak with the company. I expect the $215.23 to be returned to me without me having to return the hitch as this was the agreement.

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,

April 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offering his apology for any mishaps that happened at our West Babylon U-Haul Center and assured her he will follow up on the situation to help prevent it from happening again. Mr. [redacted] explained the brake controller was fixed and the dash board had to be mounted for it to work correctly.

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 15, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] [redacted] the Executive Assistant in our [redacted] left a message for [redacted] on 8/8/14. [redacted] explained the following in her message::

I called [redacted]...

[redacted] and left him a voice mail to return my call. His situation is this. He reserved a van for 4 hours on line. We were going to give him the location he preferred. [redacted] then changed his on line reservation from 4 hours to 2 days. We did not have a van available for 2 days at this location therefore subject to availability he was sent to a location to accommodate his 2 day rental. As soon as [redacted] returns my call I will advise him of such. Thank you...[redacted] can be reached at [redacted] or [redacted].

Our customer 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 14, 2014

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

[redacted] the Executive Assistant in our [redacted], AB Regional Office sent an e-mail to [redacted] apologizing for her recent experience with our company. [redacted] also...

informed [redacted] she was refunding the entire amount of the rental of $90.23 to the credit card on file.

Our customer 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 1, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Steve L[redacted], our President for our Saint Louis Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hello [redacted], I received a copy of the letter you sent to the Revdex.com. I would like to apologize for the difficulty you had with an employee during your previous rental. I looked up your contract from 06-29-14 and see where you rented a truck from my store on Page Ave for $179.00 There are no notes of any problems with that rental or about any problem at the location on Olive. We do keep records and there is nothing documenting any subsequent phone call or complaint after. If we agree to give money towards a future rental, we have a means of doing that as well. Again, there is nothing in those records. If you were promised something you never got, it would have been helpful if you had followed up while the information was current. I have no way now to verify what you are telling me. In any case, I would like to keep your business and will be happy to honor a $30.00 credit, which represents more than 15% of the rental rate paid last time, towards an upcoming rental. I have issued you a VIP certificate in that amount that you can use when you need it. You will find this in your email before the end of the day, today. The certificate is numbered and there indeed will be a record of it so anyone at any U-Haul can assist you in redeeming it. Thank you for taking the time to bring this opportunity to my attention. Sincerely, Steve L[redacted], President U-Haul Co. of St. Louis   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 28, 2014

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, reviewed the recent comments Mrs. [redacted] relayed. She informed our office she issued a refund for $23.02 back to their [redacted] account. The refund should post on their 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,

[redacted] [redacted]

Executive Assistant

U-Haul International

Thank you for concern for our customer Mr. [redacted].
[redacted], our Customer Service Manager, followed up on the information Mr. [redacted] provided.  He informed me he spoke to Mr. [redacted] and addressed his concerns.  He assured Mr. [redacted] he would discuss the...

situation with our President for our Iowa Regional Office to ensure proper procedures are being followed locally.  Mr. [redacted] advised Mr. [redacted] of a refund for $300 he issued back to his [redacted] account as an adjustment on his rental.  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

December 8, 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 Western New York Regional Office, followed up on the...

information Ms. [redacted] provided. She assured our office she moved Ms. [redacted] out of the U-Box herself. She also advised Ms. [redacted] she may receive notices of a past due balance as the account has a balance but we are not attempting to collect. The account will not go to collections and although Ms. [redacted] cannot stop the computer generated letters at this time, Ms. [redacted] should just disregard them. Ms. [redacted] reiterated this information in an email to Ms. [redacted] along with screen shots confirming the move out.

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

June 6, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   James M[redacted], our Executive Assistant for our Pittsburgh Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: Mr. [redacted] I received your reply to our response of your letter to the Revdex.com and would like to apologize for the issues you encountered and at least offer you an explanation for the inconsistencies of the initial reply. While I have not seen the actual reply to the Revdex.com, I am assuming that the James referred to is me as I am the person who is responsible to relay the resolution to our department that replies to the Revdex.com and it appears that there was some confusion with the names when they replied. Robert Horvath is the person who left the message for you and he is Rachel’s direct supervisor and as such the responsibility falls upon him to correct any issues and when needed apologize for the actions of his employees on behalf of our company which I am sure he would have done during a follow up conversation. It was my understanding that he left a message with his contact information so that you would be able to reach him at a time of your convenience to discuss the matter. James M[redacted] Executive Assistant U-Haul Company   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

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.Uhaul's stated response is more than adequate, and I appreciate the attention given to this case!

With Kind Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted]. I do not find this resolution to be satisfactory but this is all U-Haul is willing to do. Pete called me directly before he responded to the Revdex.com. Also he is not refunding me $100 like the response says. He is refunding me $50 and the other $50 is from a voucher that I already had. Once this refund is issued I'll consider the case closed but I will most likely never rent from U-Haul again and since they consider me such a poor customer I suppose they will be happy to see me go. 

Regards,

Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he has attempted to reach Mr. [redacted] but has been unsuccessful. He relayed he...

is sincerely sorry about the incident they incurred. He mentioned there are 3 emergency doors at the U-Haul storage facility that are not locked and our Traffic Manager lives on sight. He also explained a CSR at our U-Haul Moving and Storage at [redacted] marked Mr. and Mrs. [redacted]’s unit as empty in error and did a move out on their unit. They were moved back into the unit and given a month of free storage for their inconvenience. Mr. [redacted] stated the wrong unit was marked empty, which caused the confusion.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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution satisfactory to me.  The business has completed the stated resolution and I consider this complaint resolved.Regards,[redacted]

November 20, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted]...

provided and sent her the following email in response:

Dear Ms [redacted], I have been trying to contact you about the Revdex.com letter sent. Your cell phone number says you are not accepting calls at this time and does not allow a voicemail. Please contact me at your earliest convenience to discuss your storage room that has now moved into lien status. Thank you, [redacted] ###-###-####.

 

Please be advised that the storage contract Ms. [redacted] signed states failure to pay on the due date will result in:

$15 late-fee charged. Denied access to your room.

$15 pre-lien fee charged 15 days after the due date.

$50 lien processing fee. Assessment of a lien and sales of stored goods.

 

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