U-Haul International, Inc.

January 7, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Don H[redacted], our Area Field Manager for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided and sent her the following emails....

 The first was sent on December 4th and the second on December 30th: Good morning, I have been assigned your concern for your recent Uhaul rental. I see that you did your contract for this rental at 11:38A on 11/27/15 Friday. The return was registered at 7P 11/28/15 Saturday. According to this a 2 day rental is in order. since your rental period started at 11:38A it should have been returned, not later than, 11:38 A on Saturday. SDince your return was at 7P on Satuy this would go into the second day for charges. No refunds authorized for this circumstance. The case for the miles I can only say this is the miles registered on the truck at the time of return. I cannot issue a refund for this rental contract in these cases. Don H[redacted] AFM Uhaul of So. PhiladelphiaGood morning, I see this occasionally when it comes to getting your rental early. Your rental time period started at 11:38 AM on Friday. The truck was returned to the dealer around 7: PM Saturday, based on a 24 hr rental period this would justify a 2 day rental charge. We (Uhaul) were under contract with you for this truck for this period. I cannot authorize a refund for this case. Don H[redacted] AFM Uhaul of So. PhiladelphiaOur 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 AssistantU-Haul International

August 13, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
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 issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s [redacted] account on August 10th.  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

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company assured our office they are in the process of reviewing Mr. [redacted]’s claim and...

will be back in contact with him on their position.

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 1, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted] advised our office they did an investigation on...

[redacted]’s rental concerns. They relayed [redacted] rented a U-Haul trailer on April 13th and elected not to purchase the optional Safetow Protection coverage. Safetow Protection covers the renter from damages done to the U-Haul trailer and cargo while on rental. It serves as a collision protection so the renter is not liable for any damages done to the trailer. On April 14th [redacted] returned the trailer. Her rental contract notes the trailer was returned with a bent tongue as if it jack-knifed. Estimated repairs came to $300.40. U-Haul attempted to collect for damages on the credit card used for the rental, however, charges were declined. The only amount collected was for the trailer rental itself in the amount of $22.53.

It has been explained several times to [redacted] by [redacted] and subrogation specialist that $22.53 was for the rental and $300.40 is still outstanding for the damages. [redacted] owes for the damages done to the trailer. There is no outstanding charge for the actual rental of the trailer.

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 18, 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 FL regional...

office, followed up on the information Ms. [redacted] provided. She contacted our U-Box Department and confirmed the U-Box was one day late on delivery. Our U-Box policy is to refund $100 for every day the box is late, therefore, a refund for $100 was issued to Ms. [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

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

[redacted], our GM of our U-Haul Moving and Storage at Candlestick, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr....

[redacted] the following email:

Dear [redacted], With regards to your complaint filed on April 3, 2014 on Revdex.com, we have carefully reviewed all records related to your U-Box rental in June, 2013. We found the following notes on your account: "6/7/2013, U-Box reservation: customer was quoted a local delivery charge by truck of $409.61. (origin) Customer was quoted a one way rate of $2,600.00 for 2 U-Boxes to U-Haul Moving and Storage of Downtown San Francisco in San Francisco, CA. Customer was quoted a local delivery charge by truck of $163.12 to 123 Any Street, Daly City, CA. (destination)" I'd like to clarify the followings in regards to this matter: 1. Truck delivery service is only available at some U-Haul Centers. Since no local U-Box delivery service was available in San Francisco area during that time, your boxes could be offloaded on site(which your father did), or self-delivered. 2. You were charged $2,600 for the shipping from Fargo to San Francisco, but you were not charged for the truck delivery in San Francisco. 2. The delivery situation and alternative offloading process were explained to your father in detail via multiple phone conversations made by center personnel. I understand the frustration and stress one could encounter during move. Our goal is to make customers' move easier, and we did our best to help your father during the offloading process. As our appreciation to you as a valued cusotmer, we are glad to issue you a VIP of $200, which has been sent to you via email. In addtion, there was no violation in our company of the agreed contract with you; therefore, we reject the request for refund and/or reimbursement. Best regards, [redacted] GM

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 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted]Angelique F[redacted], our Executive Assistant for ou[redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the...

following email on January 5th in response:Hello Mr. [redacted] I wanted to thank you for taking the time to talk with me last night about the complaint that was put in, and also apologize for the inconvenience on your rental. I wanted to let you know that I have reviewed the file over with my MCP and we will be issuing you a $50 Reservation Guarantee today. This will go back to the card we have on file. Please allow 3-5 business days for this to show. If you have any concerns please feel free to contact me at anytime as I have left you with my cell number. Kind Regards, Angelique [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]tU-Haul International

December 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your c**tinued c**cern for our customers [redacted] and [redacted], whose name is ** the rental c**tract.   Sheila H**, our Executive Assistant for our North Indiana and South Cook County Regi**al Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she c**tacted Ms. [redacted] and attempted to discuss her c**cerns and reach a resoluti**.  Ms. [redacted] relayed RepWest Insurance Company denied her claim because no other customers prior to her rental or after her rental with the same trailer reported damage issues.  Please be advised we advertise our trailers as water resistant but no water proof.  Ms. H** also suggested that maybe the back door was not properly shut.  Ms. [redacted] stated the inside of the trailer was not wet so she was not sure how the boxes got wet and also not sure why **ly those boxes with her collectible figures got ruined.  During the ph**e c**versati**, Ms. H** found they had a bad ph**e c**necti** and asked if there was an alternate number she could try for a better c**necti**.  Ms. [redacted] indicated she was not interested in speaking to Ms. H** and disc**nected the call.  Although we apologize for the inc**venience Ms. [redacted] experienced, our decisi** in the matter remains the same.   We c**tinue 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 attenti** and allowing us to offer another resp**se.   Sincerely, Maria P[redacted] Executive Assistant U-Haul Internati**al

December 20, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank...

you for your continued concern for our customer Ms. [redacted].   Spencer E[redacted], our GM for our U-Haul Moving and Storage at Alexis Rd., reviewed Ms. [redacted]’ recent information she provided.  He informed our office he left a message for Ms. [redacted] on December 14th  and explained his decision in the matter remains the same.  Please refer to our original response posted to the Extranet on October 17, 2016 under ID# [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, Maria P[redacted] Executive Assistant U-Haul International

July 8, 2016
 
Revdex.com concern # [redacted]
U-Haul Reference Id # [redacted]
 
Thank you for your concern for our customer Mr. [redacted]
 
Mr. [redacted] has not completed his order to date. I would be happy to go over Mr. [redacted]’s charges once his move is complete. If there is a specific past charge that Mr. [redacted] has a dispute with, please let us know. If we find we misquoted Mr. [redacted] for his move, U-Haul will absorb any additional cost found to be in error.
 
Mr. [redacted]’s business is important to us, he can contact me anytime for help at:
 
Penny S[redacted]
###-###-#### Extension [redacted]
Monday – Friday 8:30 AM to 4:30 PM Arizona Time
 
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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

June 10, 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 Western New York Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office that our GM of our U-Haul Center involved contacted Mr. [redacted] and Mr. [redacted] indicated he no longer wanted the hitch installed and he would be renting out of Cape Cod.

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 13, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. and Mrs. [redacted].   Ryan M[redacted], our GM for our U-Haul at Spruce Hills, followed up on the information Mrs. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] on more than one occasion.  He explained Mr. [redacted] initially advised our staff his Ford Explorer was a 2008, which was not a good hook-up.  Mr. [redacted] came back in the following day and stated he had just bought the vehicle and it was in fact a 2013 Ford Explorer, which is a good hook-up.  The previous contract that was cancelled the day before had a 5x8 trailer reserved for $14.95.  When they came back to rent the trailer, our staff member was unaware our Traffic Department had authorized a discount and rented them the trailer for the regular rate of $18.95.  When the rental was completed and our staff went out and checked the trailer in with U-Scan, Mr. [redacted] okayed the final price.  Mrs. [redacted] then got out of her car and told our employee they were overcharged $4 on the trailer.  Mr. M[redacted] issued a refund for $4.28 on August 18th, which was a refund for the difference in rates.  Mr. M[redacted] also mentioned he was on the phone at the time with a staff member at our U-Haul Center and felt they were trying to be as professional as possible. The refund should post on their next credit card statement if not already.   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

October 17, 2014

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 agreement.

[redacted], our Executive Assistant...

for our San Francisco Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that a refund for $75 was deducted from the rental contract at the time of drop off as an adjustment.

As we value Mr. and Ms. [redacted] as customers, Ms. [redacted] also sent them a $50 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

January 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central North Carolina Regional Office, advised our office they have found no evidence supporting Mr. and Mrs. [redacted]’s claim. Mr. [redacted] mentioned that several inconsistencies in the version of events have been brought to his attention. Mr. or Mrs. [redacted] claimed to have attempted to submit their existing paperwork to the military for reimbursement, knowing that a weight ticket was needed and have run into a block in having their reimbursement approved. It makes no sense for them to come to us at this time to obtain a weight ticket that they state was initially promised to them. Mr. [redacted] withheld from Mr. [redacted] that he was no present for the initial contract as he was deployed. The contract was handled by his wife. This information does not match the number of details explained to Mr. [redacted] previously. Our U-Haul Center staff advised Mr. [redacted] that Mr. or Mrs. [redacted] relayed a female employee promised a weight ticket would be obtained, however, they told Mr. [redacted] that a male employee promised the weight ticket. After a careful research of the information and the fact that much of the details are contradictory, combined with lack of any evidence to support their claim, we have reached the decision to decline any form of reimbursement to Mr. and Mrs. [redacted].

Thank you for bringing this matter to our attention and for your continued support.

Sincerely,

Executive Assistant

U-Haul International

January 22, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]Thank you for your continued concern for our customers [redacted] and [redacted] whose name is on the actual rental agreement.[redacted], our GM for our U-Haul of [redacted] reviewed Ms. [redacted] recent comments.  He has attempted to reach Ms. [redacted] or Mr. [redacted] twice.  He left a message on January 20th requesting a return call.  Today he called both telephone numbers listed and received an answer both times, however, the person waited until he spoke and then hung up.  When he called back the call went straight to voicemail so he left another message requesting a return call to personally address Ms. [redacted] concerns and the rental charges.  Mr. H[redacted] hopes to hear back soon.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

October 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:[redacted]I have received and reviewed a copy of your letter to the Revdex.com concerning your recent U-Haul rental. Additionally I have reviewed your reservation, rental agreement and have spoken to [redacted] the U-Haul Area Field Manager who handled your initial complaint. Being that there are conflicting accounts of times and exactly what happened we can only go by what we can see on the papaerwork showing dispatch time, fuel level and return time, fuel level etc. Based on this information we are going to issue a credit to your account in the amount of 50.00 as your confirmed dispatch time was 11am and your actual dispatch was 11:40am.  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,[redacted]Executive AssistantU-Haul International

August 15, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. J[redacted]   William P[redacted], our President for our Northern Minnesota Regional Office, followed up on the information Mr. J[redacted] provided.  He informed our office a refund for $469.31 was issued back to Mr. J[redacted]’s Visa account as requested.  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, Maria P[redacted] Executive Assistant U-Haul International

September 23, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Michael H[redacted], our Traffic Manager for our Eastern Florida Regional Office, reviewed Ms. [redacted]’ recent information she provided.  He informed our office a check for $238.70 was issued to Ms. [redacted] and he would be contacting RepWest Insurance Company to open a claim for her damaged property.  The check was mailed from Phoenix on September 22nd and 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, Maria P[redacted] Executive Assistant U-Haul International

July 6, 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 Coastal [redacted] Regional...

Office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] on June 29th requesting a return call to personally address her concerns but has not received a call back. He can be reached at [redacted] or direct at [redacted] and his email address is [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

January 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that all funds for the service provider have been released to them. If for any reason our customer feels unsafe with the service provider, the best method for them is to contact local authorities. Ms. [redacted] and Mr. [redacted] would need to pursue the service provider directly for resolution.

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