U-Haul International, Inc.

March 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located out of Portsmouth, followed up on the...

information Ms. [redacted] provided. He informed our office Ms. [redacted] rented a U-Haul truck in town and advised our CSR she would be using approximately 20 miles to complete her move. She never mentioned she was driving to Norfolk from Prince George, which is about a 200 round trip. She tried to drop the truck off in Norfolk although she signed the contract agreeing to bring it back to the same renting location. Only after being told the extra cost to drop the truck off in Norfolk did Ms. [redacted] decide to return the truck as contracted. Mr. [redacted] relayed that Ms. [redacted] signed the contract electronically, which means she had to approve all of the estimated rental charges before completing the rental agreement. Therefore, she was aware of the mileage fee. Mr. [redacted] added, as he previously stated, a round tip rental from Norfolk, VA to Prince George, VA is roughly 200 miles. Ms. [redacted] drove 722 miles with the truck. We normally average a round trip to be within a 50 miles radius. A refund is not warranted and will not be issued.

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   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Michelle A[redacted], our Executive Assistant for our Manhattan Bronx Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she spoke to Ms. [redacted] and provided a reference number for the refund in case she still doesn’t see the refund on her account.  Ms. [redacted] relayed she would check her account and if the refund is not showing, she will call her credit card company and provide them with the reference number in order for them to trace the refund.   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

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Dianne R[redacted], a Senior Customer Service Agent, attempted to speak to Ms. [redacted] but reached her voice mail.  She left a detailed message requesting a call back.  She explained Ms. [redacted] was requesting a refund of $300, however, there was nothing charged to her credit card on file and we need another method of payment.  When Ms. [redacted] did call back in, she was advised her U-Box had an arrival date of December 9th.  Ms. [redacted] stated she would wait for a call back from our U-Box Department as she was requesting a refund for the inconvenience she experienced.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 AssistantU-Haul International

July 24, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information...

Ms. [redacted] provided.  She informed our office she spoke with Ms. [redacted] and advised her of a refund for the full amount as requested, $79.07.  Ms. [redacted] 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,

Executive Assistant
U-Haul International

January 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the...

information Mrs. [redacted] provided. He informed our office our U-Haul Center GM contacted Mrs. [redacted] and explained all storage accounts were put on auto-pay and apologized for the inconvenience she was caused. He reversed the payment and advised Mrs. [redacted] she could go online and use another form of payment.

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 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our...

records indicate a refund for $540.65 was issued back to the [redacted] account documented on the contract on March 31st. A supplemental refund for $53.88 was issued back to the same [redacted] account and should post on their 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

August 22, 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 Lower...

Hudson Valley, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted] I apologize for the delay in you getting your refund. I have issued the refund today of 67.56 and will be credited to the card used on the reservation. The credit will be applied in 3-5 business days. If you need any further assitants please feel free to contact me. Thank you [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

August 22, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] and discussed her concerns.  She also advised her the bill will stand.   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 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he...

contacted Ms. [redacted] and offered his apology for the inconvenience she experienced as well as advised her of a refund for $97.08 back to her [redacted] account for being wrongfully charged. 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 AssistantU-Haul International

July 17, 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 [redacted] West Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience he experienced and explained she wrote off the amount of $49.95 to show a zero balance on the account. The next payment will be due July 20th.

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 customers [redacted] and [redacted], whose name is actually on the rental contract.

[redacted], our Area Field Manager for our Knoxville regional office, followed up on the...

information Mr. [redacted] provided. He informed our office he has been in contact with both Ms. [redacted] and Mr. [redacted]. Mr. [redacted] requested they obtain an estimate for further review in order to move forward.

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], a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello there Mr. [redacted], We have received your complaint letter regarding your...

recent rental experience (contract [redacted]). I greatly apologize for the troubles you have experienced, I see here you had spoke with quite a few people, and we are working to make sure each of these calls in which a problem occurred is addressed appropriately so we can try to make sure these mistakes don't happen again. While most facilities do accept debit, unfortunately we were not aware that yours did not, and for this I greatly apologize. It is definitely true that we should have this information readily available, but unfortunately we do not. I hope with your complaint soon we can move forward with improving our program to make it easier for our consumers such as yourself. We would like to issue you the 50.00 guarantee, which is our promise to you for not receiving your contracted equipment on time due to mistakes on U-Haul's behalf. I would also like to issue you a gift certificate in the amount of 50.00, which can be used for any future rentals or purchases. We definitely do not like to hear your rental went sour, but we do want you to know that we appreciate you as a customer! Please feel free to respond with an up-to-date address so we can make sure you get the check (Contract shows [redacted], but I did not want to send it to the wrong address on accident). Thank you! [redacted] U-Haul Moving and Storage [redacted] (Option 3 for Customer Service)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

December 15, 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 Inland Northeast Regional Office located in Spokane, followed...

up on the information Mr. [redacted] provided. She informed our office the truck was in rental worthy condition when rented to Mr. [redacted]. The repair facility relayed that the fuel hose was cut and Mr. [redacted] did not experience an issue with the truck until he was close to his final destination. He was issued a refund for $75 as an adjustment in the interest of customer good faith along with a VIP Certificate for $50. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the check for [redacted] was issued on July 21st and cleared on August 1st.

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

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. She informed our office she sent Mr. [redacted] a letter explaining he made an on line reservation for an...

enclosed 5x10 trailer and when he arrived at our [redacted] U-Haul location he chose the trailer he wanted. He made his reservation at 7:56 am for pick up at 9:00 am the same day. Mr. [redacted] also loaded his own motorcycle on to the trailer and secured it himself. Please be advised U-Haul cannot be responsible for the loading of the motorcycle. Ms. [redacted] also relayed we have a specific trailer for transporting a motorcycle, which is an open trailer. We also sell a motorcycle towing kit to help secure the motorcycle while in tow. Due to the last minute reservation, this specific trailer was not available.When Mr. [redacted] experienced the breakdown, a service provider noted the "D" ring had broken and was not designed to hold the weight of a [redacted]. The repair was not done due to the fact it was apparent Mr. [redacted] was going to hook up your motorcycle again. Ms. [redacted] relayed that Mr. [redacted] chose to rent another trailer.Mr. [redacted]’s claim for reimbursement has been denied.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

After receiving the response from the Uhaul I was shocked to read how untruthful with all the false inaccuracies in the letter . 1st of all my wife reserved a 5x10 trailer under her name but after I saw the trailer in person I told [redacted] that again that I had to load a [redacted] on it and he recommended the 6 x12 . 

2nd) [redacted] never said this trailer is not equipped for a Motorcycle . 

3rd) Regarding the breakdown and contact with the Roadside Service was not made by me . The employee @ the [redacted] location was the only person communicating with them and he was shocked to hear that they had no parts to to fix it and they would not being coming to repair the trailer . [redacted] Uhaul stated the Roadside would not come because we would just be putting the bike on it again is not true and never happened ! 

4th) The representative @ the [redacted] Uhaul after reviewing the D ring on the trailer stated it was rusty and worn that is the probable cause of the failure . 

5th) My wife had rented another trailer in her name 7 hrs after I rented the trailer in question after we were told by the [redacted] employee that nobody would be coming to help us . After 5 1/2 hrs stranded we had no choice but to pay to rent another trailer . The [redacted] store stated the trailer would have held the bike just fine if the D ring would not have been worn out and rusty . Once we rented another trailer [redacted] allowed us to leave the broken trailer on there lot.

I have requested from [redacted] if they could put this all in writing for us so if need be I can file a complaint with my credit cards used or worse for small claims lawsuit .

I received my money back. I cancelled the debit card that I used at the Uhaul and I didn't think they could put the money in my account with the old number. Thank you

December 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Mike S[redacted], our President for our North Central New York Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he...

spoke to Ms. [redacted] and discussed her concerns.  He assured Ms. [redacted] he had personally taken charge of her situation.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

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,

March 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of Anchorage, reviewed Mr. [redacted]’s recent comments to your office. She spoke to Mr. [redacted] and advised him that [redacted] Company did pay on the second claim to the person that was hit. As far as what Mr. [redacted] paid in cash to the owner of the other vehicle, Ms. [redacted] explained U-Haul could not be responsible for that payment.

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