U-Haul International, Inc.

May 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Traffic Department for our Boston regional office contacted Mr. [redacted] and discussed his concerns. We...

apologized for the rude treatment he experienced and was able to work out a truck rental for him for pick up at 4:00 pm on May 31st until 2:00 pm on June 1st. Our Traffic Manager assured our office the information Mr. [redacted] provided would be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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 8, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jennifer C[redacted], our Traffic Manager for our Central Canada Regional Office, followed up on the information Ms. [redacted] provided.  She advised our office she spoke to Ms. [redacted] and discussed her concerns.  Ms. C[redacted] relayed she would request the calls to be pulled and will get back with her in the next week on her findings.   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 Ms. Rea.

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed...

her concerns. Refunds totaling $55.32 were issued back to Ms. [redacted] Master Card account and should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $40 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,

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.

Regards,

May 18, 2015

Revdex.com ID#: [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 contacted Ms. [redacted] and offered her...

apology for the inconvenience she experienced and that she had issued her a refund for $404.74 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, [redacted]

Executive Assistant

U-Haul International

November 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western [redacted] Regional Office,...

followed up on the information [redacted] provided. She informed our office she contacted [redacted] to address her concerns. [redacted] stated her credit card company had already received the requested credit and no further action was required.

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 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name is on the actual rental agreement.

Bradley [redacted], our Field Manager...

for our South Bay Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the damage to the U-Haul truck is extensive and the truck would not have been rented in that condition. We have no record of the truck having any damage before their rental. Ms. [redacted] stated the truck was moved from the public street after they dropped it off to the U-Haul lot and this is when the damage occurred. However, Mr. [redacted] relayed there are no overhead obstructions on the U-Haul property to create the damage. Mr. [redacted] and Ms. [redacted] have been advised they are responsible for the damage to the U-Haul truck. Our decision in the matter remains the same.

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 Mrs. [redacted].
[redacted], our Field Manager for our [redacted], ** Regional Office, followed up on the information Mrs. [redacted] provided.  He informed our office he left a message for Mrs. [redacted] explaining on August 5th...

the contract return was reversed and zeroed out to show no additional fees owed.
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

My original complaint ID was [redacted]. Not until I received a letter from the Revdex.com did I know what had happened with my complaint with Uhaul because I was NEVER contacted by this company or by the person who signed the letter-[redacted] and Executive Assistant! It states that I was contacted via email by a [redacted], which I never was. I attempted on several occasions to contact Mr. [redacted] regarding this complaint of improper application of my payments and never received a call back or any emails on how this could be resolved.The original complaint still stands and they are not properly crediting my accounts for my storage units! My payments are due on the first and the fifth of the month for storage units 316 and 318 respectively. If I pay for BOTH units by the first or fourth of the month, I still receive late and lein notices on both of them for the current month! The rent for unit 316 is due on the first of the month and totals=$87.95; the rent for unit 318 is due on the sixth of the month and totals=$77.95. The total for the two storage units is $165.90 a month, I send in $166.00. Why are they not crediting the account properly? It appears that they are only crediting one storage unit with the entire amount and then proceed to bill me late charges and lein fees for the other unit! I want this resolved and the account brought current with no late or lein fees as the payments are being made for the correct amount and in a timely manner. I also want to speak to this [redacted] who says that he has contacted me and has not! I would like this resolved immediately! Thank you in advance for your assistance. I want the payments credited properly to the account and the account brought current with the correct payments credited to the correct unit! I want all late and lein fees waived since my original complaint on September 15, 2014. And, I would like to speak to someone above this Mr. [redacted] who will actually contact me and speak to me about the way this office in Rome is run. I also would still like the written apology from the manager at the Rome store, [redacted].

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,[redacted]

On Saturday, May 28, 2016, I rented a mini van from the Uhaul on Columbia St. in Springfield, Oh. I enter the business and after waiting for three customers to be served, I sat down to reserve a mini van. The clerk, a female asked for my driver's license. I proceeded to give her my number and she informed me that I had to show proof. I reached for my back pocket and realized in had left my wallet in my car which was in a garage a few miles away. I asked the clerk if she could hold a van for me and she let me know they had plenty available. When I returned the clerk had been replaced by a male and the line had increased by several people. I got back in line and when it was my turn I let the male clerk know I had started a rental agreement, but I had to retrieve my license. When he got into the computer there was no record of my being there, so we had to start a new agreement. When the paperwork was completed, the clerk let me know that if there were any discrepancies in my paperwork to come back in and he would correct it. Because I had lost so much time in line I trusted that everything would be correct and that my estimation of driving 50 miles with the van would be a close estimate, so I didn't check the mileage, big mistake. When I returned the vehicle I was told that I had driven 58 miles and was asked if the additional money could be added to my credit card. I disputed his calculation and was told there was nothing that could be done, he could only go by my paperwork and odometer reading. The extra 8 miles at $.59 per mile was probably someone's local move mileage that wasn't updated and I was required to pay. I am not very happy about being cheated. It's bad enough that the vehicles get 10 miles to the gallon on gas and their $19.99 special quickly becomes a $64.00 special without their mystery add-ons. I will carry my possessions on my back before I ever again give my money to one that cheats.

September 10, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Melissa F[redacted], our Traffic Manager for our Manhattan Bronx Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms. [redacted] on September 1st advising her we did not have the size truck she reserved and offered an alternate size.  She also explained the $50 Reservation Guarantee Fee was issued back to her credit card, which should post on her next credit card statement.  Our records indicate the reservation 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, Maria P[redacted] Executive Assistant U-Haul International

December 23, 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 and sent her the following email in response:

[redacted], I have reviewed your contract and will refund half of the $50 cleaning fee. I will also remove the $30 promissary note fee once the rest of the balance is paid in full. You did bring it back short in fuel. So I will right get the $25 off the cleaning and will wait for the balance due of $48.32 to be paid and the rest will be dropped. Once you pay, please email us back to let us double check to make sure the rest is dropped. Thanks! [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

July 7, 2014

Revdex.com ID#: 10109769

U-Haul Ref#: 634722

Thank you for your concern for our customer Mr. Ramirez.

Kirk Fiehler, our President for our Southern Arizona regional office,...

followed up on the information Mr. Ramirez provided. He informed our office he spoke to Mr. Ramirez and offered his apology for the frustration that occurred. Mr. Ramirez pick up the U-Haul truck at 7:22 am and the mileage use was discounted. Mr. Fiehler also offered him some free propane that Mr. Ramirez stated he could use in the near future.

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 Palmisano

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 Orlando Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He advised our office that Ms. [redacted] needs to read her contract that states failure to pay the storage rent on the due date will result in a $15 late-fee. A $15 pre-lien fee is charged 15 days after the due date. There is a $50 lien processing fee and assessment of a lien and sales of stored goods. Mr. [redacted] waived $50 and her $80 fees. Ms. [redacted] wants to make partial payments but we do not accept partial payments when a customer is in lien status. Mr. [redacted] tried contacting Ms. [redacted] but she has never called or emailed him back. Our records indicate Ms. [redacted] vacated her storage unit on December 9, 2014 without paying her bill. We wrote off $117 total. We consider her concerns addressed and have no intentions of reviewing the situation any further.

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 customers Mr. and Mrs. [redacted].

[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. and Mrs. [redacted] provided. She informed our office she contacted...

Mr. and Mrs. [redacted] and issued them a refund for the hitch in the amount of $257.02. The refund was issued back to their [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

September 6, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Scott P[redacted], our Area Field Manager for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Upon investigating this claim, no mirror was missing at the return and no other issues found with truck. I had the drop off location test drive and inspect. As I do appreciate your business and am issuing you a $20 VIP as customer goodwill that can be used at all UHaul locations for any service we provide. Again, thank you for your business.   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 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern [redacted] regional...

office, followed up on the information Mr. [redacted] provided and sent him the following email:

Mr. [redacted] I emailed you last week regarding your concern over your breakdown with the 26 foot truck. I do see that you arrived at your destination on 7/11/14. If you have any hotel or meal receipts that you need to be reimbursed for, please contact me at the UHaul regional office in [redacted]. Thank you [redacted] Senior Office Clerk UHaul of Eastern ** [redacted]

Ms. [redacted] also attempted to speak to Mr. [redacted] but received no answer and found the voice mail was not set up to take messages.

 

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 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,