U-Haul International, Inc.

March 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine...

regional office, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mrs. [redacted] an email offering her apology for the phone calls to her and her husband. She explained, although she could not remove her information from the computer unless her brother-in-law can provide an alternate contact, she did instruct our U-Haul location to no longer call or email Mr. or Mrs. [redacted] when the storage account goes delinquent. Ms. [redacted] requested current contact information for our customer, if available, in order to update the contract.

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.

Regards,

Thank you for your concern for our customer Mr. [redacted].According to the rental contract that Mr. [redacted] signed, the truck was due back at 2:00 PM. Bringing the truck back late prevented us from filling the next reservation, which did not allow the next family to make their move. Since Mr....

[redacted]’s rental went into another rental period, he was charged for another rental period. Had there not been another reservation after his, we would have been able to accommodate a longer rental period. Please be advised a refund for the extra charge 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,[redacted]Executive AssistantU-Haul International

March 24, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the rental agreement.   Jose A[redacted], our President for our Atlanta North Regional Office, reviewed Mr. [redacted]’s recent comments.  Our records indicate the $14 Safemove Protection fee was refunded on Ms. [redacted]’s return contract.  If the VIP Certificate has not already been issued, Mr. A[redacted] relayed he would make sure it is done as soon as possible and apologized for the delay.   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, 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 U-Haul Company of Gulf...

Coast regional office, followed up on the information Ms. [redacted] provided. She relayed that our GM of our U-Haul Center contacted Ms. [redacted] and offered an apology. Ms. [redacted] was also offered movers to mover her belongings to her home.

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 continued concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent information Ms. [redacted] relayed to your office. He explained Ms. [redacted] does not have a phone so the only communication they have been able to have is via email. They have been trying to come up with a resolution, however, every time they ask her via email to call to discuss how we can reach an agreement, Mr. [redacted] relayed that Ms. [redacted] responds that there is nothing they can do and refused to talk to his office. He assured our office they followed proper and legal steps when it came to a point they needed to auction Ms. [redacted]’s items she had in storage. Mr. [redacted] also relayed they gave Ms. [redacted] multiple opportunities to come up with a settlement before the auction. They wanted to see if we could do a settlement form and have her move out or do a payment plan, which was unsuccessful. Payment for the units were not received for many months. Finally, five days before the auction, Ms. [redacted] said she would come in the day before the auction to make a payment and set up a payment plan, however, she did not. Although unfortunate, Mr. [redacted] stated they tried to do everything to help Ms. [redacted] with the situation.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

April 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Claims Adjuster for [redacted],...

advised our office they researched Ms. [redacted]’s claim. An offer of $500 was presented to Ms. [redacted] based on their investigation. Ms. [redacted] declined the offer. Mr. [redacted] relayed that until additional damage documentation is provided, no further offers will be made. Ms. [redacted] should keep in contact with [redacted] for handling of her claim.

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 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]-[redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted]-[redacted] provided. She relayed to...

our office that Ms. [redacted]-[redacted] came into our [redacted] U-Haul location on March 13, 2015 without a reservation and requested a 26-foot truck for her move. In order to fill her request, she was advised that the truck would need to be returned for a another families move that had a previous reservation for 7:00 am the next morning. Ms. [redacted]-[redacted] singed the contract agreeing to these terms. The next morning when the truck had not been returned, our Traffic Department contacted Ms. [redacted]-[redacted] to see when she would be returning the truck. She was told our next customer was being inconvenienced by not having the reserved truck for their move. We apologize if this came across as rude or threatening. We were merely trying to stress the only reason she was allowed to rent the truck the day before was because she agreed to have it back in time for another family that had made a reservation and was depending on us to provide them with a truck to make their move. Our records indicate Ms. [redacted]-[redacted] did call our Emergency Road Assistance line to report the truck was slow to start but had no issues while driving the truck. We show no further calls from the next three rentals reporting any issues with the same truck. When we made contact with the alternate contact listed on the rental agreement, we were told they were keeping the truck all day. We then relayed they would be charged an additional rental period. During that same conversation, we learned that Ms. [redacted]-[redacted] had actually rented the truck for a friend and she was not with the truck. Ms. [redacted] stated that all charges are valid and we followed policy when trying to get our truck returned for a reservation that was made by another family.Again, I do apologize for any experience that came across as rude. 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

September 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Daley D[redacted], our Area Field Manager for our North Indiana and South Cook County Regional Office, reviewed Ms. [redacted]’s recent comments.  He reiterated Ms. [redacted] originally requested a 7-hour rental.  Our U-Haul location had to call her several times after the trailer was due back to be returned.  A reservation was unable to be filled due to the late return.  A refund is not warranted because Ms. [redacted] kept the trailer for 3 days and 21 hours, which has been explained to her multiple times.   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

September 12, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted], whose name is on the document.   Mitchell Freese, our GM for our U-Haul Moving and Storage of Melbourne, followed up on the information Ms. [redacted] provided.  He informed our office the proper refund was already 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, Maria P[redacted] Executive Assistant U-Haul International

July 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

located in [redacted], followed up on the information [redacted] provided. He informed our office he researched [redacted]’s concerns and explained that [redacted] was moved from a different room to the storage unit he is in now due to security concerns that were unfounded. [redacted] relayed there is a water main pipe and a cross beam above the open space between the storage wall and the room and stated no one would be able to get into his unit. No evidence was found of anyone crawling into [redacted]’s unit.

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 14, 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 South Seattle Regional Office, followed up on the information Ms....

[redacted] provided and sent her the following email in response:

Good Morning [redacted]. My name is [redacted], and I am writing you regarding your recent concern with the U-Haul center you had a bad experience with. I have tried to contact you by phone, but when they answer they tell me it is the wrong phone number. I would love to talk to you regarding your concern. Please call me at ###-###-####. I look forward to speaking with you. Thank you!

 

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 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the...

information Mr. [redacted] provided. She removed [redacted] from the E-Alert account. She also mentioned Mr. [redacted] attempted to rent in January, therefore is aware of the passed balance owed to U-Haul from a rental he had in 2004. Due to the date of the transaction, the contract is no longer available. Mr. [redacted] can contact our Collections Department to set up payment arrangements in order to clear his E-Alert account. They can be reached at ###-###-####.

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 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Assistant GM for our U-Haul Moving and Storage at...

Verona Road, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and offered a refund for $300 due to the inconvenience she 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

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the recent comments from Ms. [redacted].  She reiterated to our office that [redacted] settled the claim already.  If Ms. [redacted] wishes to pursue any further, she would need to contact her adjuster or a manager for [redacted] Insurance 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,[redacted]Executive AssistantU-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 talk to him he had me under the impression that I would be removed for the rental like [redacted] promise me. He stated that the amount will be refund but not for the overdrafts when my bank contacted his office they told them different called him on a conference call and then the story change I got upset because he didnt follow with the conversation we had. I told him that I will file another complaint and he stated that the call was recorded. I asked for him to play the call so we can all hear the conversation. He was argumentative and very unprofessional. I asked for him to play the call again and then he hung up the phone. Very disappointed with him and his company and just say things to get me off the phone! When I was at the location I signed for a refund in the amount of 143.00 and then got a credit for 50.00. Dont know what they are covering up but I do not appreciate being lied to.

Regards,

September 9, 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 West Central...

Colorado Regional Office, followed up on the information Ms. [redacted] provided. She informed our office we hold reason and the right to decline rentals to Ms. [redacted] and her associated moving company due to tardiness and excessive extension of U-Haul contracts. Her company has developed a reputation of not adhering to the terms of the U-Haul contract. Ms. [redacted] assured our office there was no discrimination involved and added that any type of reimbursement will not be forth coming.

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 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Fort Worth Regional Office, reviewed the recent comments from Ms. [redacted] and sent her the following email in response:

[redacted], I wanted to make sure and reach to let you know we have issued you a $50 VIP to be used towards your next U-Haul rental. The certificate # ([redacted]) was emailed to this same email address. We apologize for all the troubles you have encountered using our services, we hope you know this is not how we want or customer’s to be treated or experience during their move. If we can be of further service feel free in contacting me at the information below. Again, thank you for choosing U-Haul, and we look forward to serving your moving needs in the future. Sincerely, [redacted] Fort Worth Traffic Control Manager ###-###-#### – office [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,

Executive Assistant

U-Haul International

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding [redacted] concerns to our office.

[redacted], our Field Manager for our Southern...

Washington regional office, followed up on the information [redacted] provided. She advised our office that on the morning of January 31, 2014 she received a call from [redacted] stating his credit card was being used on a storage account and requested a refund. [redacted] relayed that his name was not on the contract and she could not provide him with any information on the account. She requested the person on the storage account, [redacted], call her. [redacted] stated he would not do this, he would take other measures and disconnected the call.

[redacted] added that currently [redacted] is delinquent on her storage account and has a balance of $599.60 owed. The credit card on file is being declined and an auction notification letter was sent. An auction of the storage unit is set for June. [redacted] should contact [redacted] in regards to her storage account and to address the credit card issue. She can be reached toll free at ###-###-#### or direct at ###-###-####.

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...

concern for our customers [redacted] and [redacted], whose name is on the rental contract.   Rosemarie O[redacted], our Traffic Manager for our Northeastern Pennsylvania Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms. [redacted] and Mr. Davenport requesting a return call to find out what size mattress bag they did not receive for a proper reimbursement.  Ms. O[redacted] also explained she issued a refund for the charges on the return end in the amount of $35.56 back to the [redacted] account listed on the contract.  The refund 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, Maria P[redacted] Executive Assistant U-Haul International