U-Haul International, Inc.

October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Chicago and Chicago Western Suburbs, along with his Executive Assistant, [redacted], followed up on the information Ms. [redacted]...

provided. Ms. Tollstam spoke to Ms. [redacted] and discussed her concerns. She suggested Ms. [redacted] contact her adjuster with [redacted] regarding her check that was issued if still not yet received. Mr. [redacted] also assured our office he would reach out to Ms. [redacted] to ensure her concerns are resolved.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 5, 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 Moving and Storage at Russell Rd., followed...

up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for communication problems concerning shipment of the U-Box. He agreed to refund $20 per business day delayed on shipping. Ms. [redacted] accepted the resolution and both will be back in contact after the box arrives to calculate 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

I would like to complain about false advertising in regards to the Uhaul $50 reservation guarantee which states:

"When you make a truck or trailer reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed.

Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50."

I reserved a truck and an appliance dolly on 11/26/16, online. I received a confirmation email to pick up the equipment at [redacted] Shipping Center in Quartz Hill, CA. Upon arrival to pick up the equipment on time, I was told that the equipment had been double booked and had been picked up already. Agent told me I should have received a call or email. I never did. he asked me to go get the equipment at 42925 Sierra Hwy, Lancaster, CA.

I arrived at [redacted] Sierra Hwy and was in line for approx 30 minutes, only to be told that they had the truck, but not the appliance dolly. I needed to move my appliances, which was the whole purpose of this ordeal. Cannot move appliances without an appliance dolly.

Before leaving the property, I called Uhaul's customer service and explained the experience to a customer service agent. I also asked about the guarantee. The agent told me someone would reach out to me. No one did. After a few weeks I submitted a form on their website, asking for help with the guarantee. A gentleman by the name of [redacted] called and left me a message. I called back. he returned my call. I called back again, gave my email address since it was obvious the call game was on. Eventually I got tired of calling after leaving 3 messages with whomever answered my calls. Never heard from again.

It is very obvious that Uhaul did not fulfill their advertised guarantee and to make matters worse, I feel like they attempted to dissuade me from pursuing the matter. yes, [redacted] did call but I was never able to get a hold of him. I don;t feel it was necessary to speak to [redacted] because the ordeal was clear and documented.

October 6, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Mark B[redacted], our Area Field Manager for our South Austin Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good morning, I have seen your request for a refund becuase you were not able to use equipment. I have refunded your account and should see an adjustment by Thursday. Sorry for any confusion, but it wasn't until Friday til I got the news, and refunded immediately. Feel free to contact me if you have any other questions. Thank you Mark 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

May 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Mike Mann, our Executive Assistant for our Ohio Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: David, I have read your concern regarding your recent U-Haul Rental. I have issued the $17.00 refund as you have requested. You should see the credit to the card used for the rental in 3-5 business days. I also emailed you a receipt for your records. Sorry for the miscommunication on our end with checking the fuel level. I will work with the moving center to improve this area. Please feel free to contact me with any questions you may have. Mike M[redacted] Executive Assistant U-Haul of Ohio [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

February 26, 2014

Revdex.com ID#: 9937050

U-Haul Ref#: 552641

Thank you for your concern for our customer Ms. Moses.

[redacted], our Executive Assistant for our Southern Georgia regional office,...

followed up on the information Ms. [redacted] provided and sent her the following email:

Hello Ms. [redacted] My name is [redacted] and I am the Executive Assistant with U-Haul Company of Southern Georgia, which is the regional office in Columbus, GA. I was given a copy of your complaint, along with a copy of your letter to the Revdex.com, so I could better research your complaint. I called for you earlier in the day to ask you a few questions for clarification, but was only able to leave a message. Then I decided email might be a better way to communicate, since most people seem to communicate this way nowadays. First, I need some information about who you have already spoken with at our insurance company so that I can get some additional information from them. Please provide the claim number, the agent's name and his/her phone number so I can get the status before proceeding with any reimbursement on our end. Our Area Field Manager, [redacted], who is over the dealership where you rented the truck and tow dolly, spoke with [redacted] who was assisting you the day of your rental. She stated to [redacted] that the tow dolly would have damaged your car if it was loaded the correct way (since your front bumper was so low) and both she and yourself saw that. [redacted] told [redacted] that since you were the one who suggested turning your vehicle around, pointing the other way, she did it for you. We apologize that [redacted] did not know better - that if she did as you suggested - it could possibly damage your transmission. I'm certain that our insurance company is checking with your repair facility to see if towing that short of a distance actually did cause any damage to your vehicle. If so, I know they will take that into consideration when making their final decision. I also read in the notes, that you and your family were put up in a hotel in La Grange, Ga. by our emergency roadside personnel, per our insurance company's direction. I'm happy to hear that you and your family had a place to stay after the closing of your house. At U-Haul we value our customers and make every effort to take care of them, not only before the rental, but afterwards as well. I am looking forward to hearing back from you soon! Regards, [redacted], Executive Assistant U-Haul Co. of Southern Georgia

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 13, 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. Ms. [redacted] rented a truck in Greensboro, NC for in-town use on September 3rd at 5:46 pm. The truck was due back on September 5th at 10:00 am but was taken one-way instead to Rochester, NY. The one-way rate would not apply. Ms. Lansing sent the following email to Ms. [redacted] in response:

Ms. [redacted], Per the Terms & Conditions for Equipment Rental (a packet that you were provided with your receipt) we are allowed to keep the property in the truck until outstanding amounts are paid back to U-Haul. There currently is a balance due on the truck & auto transport rental as well as the storage unit. All of which needs to be paid. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York 8045 State Route 96 Victor, NY 14564

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 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central New Jersey regional...

office, followed up on the information Mrs. [redacted] provided. She informed our office she has left two separate messages requesting a call back. She would like to explain both cards were charged $97.37 and then credited back $97.37, which gives a net $0 on both cards. She hopes to hear back from Mrs. [redacted] soon.

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 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tulsa Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He asked that you refer to the information he provided in our original response to your office dated January 14th, which addressed Mr. [redacted]’s concerns. No further action will be taken.

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 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Jessica A[redacted] our [redacted] for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided.  She...

informed our office she contacted Mr. [redacted] and discussed his concerns.  She offered her apology and assured him she would follow up with both GM’s to ensure proper procedures are being followed locally and to prevent the situation from happening again.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]U-Haul International

June 24, 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, followed up on the information Ms. [redacted] provided. She informed our office she left three separate messages for Ms. [redacted] requesting a return call on June 19th, 20th, and the 23rd but has not heard back. She mentioned she does have a copy of the recommended hitch install instructions should Ms. [redacted] want a copy. She also stated the installed hitch was the correct recommended hitch for Ms. [redacted]’s vehicle and was installed 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

April 29, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Patrick Keefe, our President for our Lower Hudson Valley Regional Office, reviewed Mr. [redacted]’ recent comments.  He has left several messages for Mr. [redacted].  He also explained not all calls are recorded.  The police were called by Mr. [redacted] to the U-Haul location and we were advised not to rent to Mr. [redacted].  Mr. [redacted], however, was able to rent from our Nanuet U-Haul location. 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

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual U-Haul document.

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

Mexico Regional Office, followed up on the information Mr. [redacted] provided. He informed our office an explanation was offered regarding the rate structure between our in-town and one-way rates as a matter of resolving their 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

November 28, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Jeff P[redacted], our President for our Nashville Regional Office, reviewed Mr. [redacted]’s recent comments and sent another email in response: Cim, I am writing you in regards to your rebuttal letter to the Revdex.com. I understand that you are upset that you had to drive your truck back to IN and I am sorry for that, but your truck would not have fit on anything and would of had to be driven regardless. For the inconvenience of the situation the Area Field Manager had given you a $100.00 refund. With me giving you an additional $75.00 that is half of the rental rate of the truck which was $349.00. I also said that I would refund the over draft fee that you encountered when they modified your contract. I feel that this is fair and this is all that I am able to do for you. If you could please let me know your thoughts so I can process your refund. I would also need something that shows the amount of the overdraft fees so I can refund that as well. Thanks Jeff P[redacted] Marketing Company President U-Haul of Nashville, TN   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

August 16, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Hector H[redacted], our GM for our U-Haul at Curtner Ave, followed up on the information Ms. [redacted] provided.  He informed our office he issued a refund for $150 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, Maria P[redacted] Executive Assistant U-Haul International

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $180.12 was issued back to Mr....

[redacted]’s [redacted] account on May 27th 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

July 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], our GM of our U-Haul Moving and Storage at N. Belt Hwy,...

followed up on the information [redacted] provided. He informed our office he spoke to the agent at [redacted] relayed he has been actively calling [redacted] and leaving messages for the past three days requesting additional information needed to complete their investigation. Until they hear back from [redacted], they are unable to move forward to reach 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,

Executive Assistant

U-Haul International

March 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Robert J[redacted], our Area Field Manager for our...

Northwest Dallas Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he has attempted to speak to Ms. [redacted] and has left messages at two separate numbers but has not received a return call.  Mr. J[redacted] found no discrepancy with the mileage on the truck Ms. [redacted] rented.  The outstanding balance was put on a Promissory Note for $34.94 plus a $30 Service Fee, thus the extra charges applied 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, Maria P[redacted] Executive Assistant U-Haul International

January 2, 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 Northwest Colorado and Wyoming Regional Office, reviewed the recent comments from Ms. [redacted]. He advised our office his decision in the matter remains the same. His office paid for all of her storage time, $250 for inconvenience she experienced and her box was delivered for free. She received all her items that she had stored in the box and her box was in a warehouse the whole time. The electronics she purchased and is asking to be reimbursed for were not in her U-Box and reimbursement for these electronics 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

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer [redacted], our Executive Assistant for our [redacted] Office, reviewed the recent information [redacted] provided. She informed our office [redacted] is sending his receipts in for reimbursement.

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