U-Haul International, Inc.

January 27, 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 Knoxville Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office she had the truck Mr. [redacted] rented inspected by our return U-Haul location and they found no mechanical issues. Ms. [redacted] also mentioned that our original storage location had available storage but was not able to accommodate Mr. [redacted]’s request for a smaller storage unit on short notice. She did, however, issue him a refund for fuel and the extra mileage he incurred along with an additional $50 to help offset the inconvenience he experienced. The refund for $72.87 should post on his next Visa 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

March 13, 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 New Hampshire and...

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

Dear Mr. [redacted], My name is [redacted] and I am with U-Haul Co of NH & ME. I am responding to your concern about possible improper charges during your rental; due to inaccurate information on your rental contract. What had happened is that at the time of rental we entered the wrong equipment number onto the contract. We realized our mistake about a half hour later and made the proper changes. I'm showing that we charged you for a total of 70 miles, you feel that is not accurate? On your outgoing contract, you had estimated you'd be going 75 miles. At this time I believe that the charges are accurate and true. Therefore, there will be no refund issued. If you need to reach me, I can be contacted at jennifer_[redacted]@uhaul.com 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

July 19, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers Mr. and Mrs. [redacted].   Jerome T[redacted], our GM for our U-Haul Center at I-95 and State Rd. 84, reviewed Mrs. [redacted]’s recent comments.  He advised our office Mr. [redacted]’s name was removed from E-Alert and he was advised of same.   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

February 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted]   Patricia Ti[redacted] Senior Staff for our Eastern [redacted] Regional Office followed up on the information Mr. [redacted] provided.  She informed our office our Collections Department shows Mr. [redacted] owes $508.30 for the damage done to the U-Haul truck and is unsure why there are additional charges.  Mr. [redacted] was contacted and will be providing us additional information to accurately address his 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, Maria P[redacted] Executive Assistant U-Haul International

February 25, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

information Mr. [redacted] provided. He informed our office Mr. [redacted]’s rental has not yet taken place. According to the scheduling, Mr. [redacted] stated it appears the reservation is schedule for 7:00 am pick up on the last day of the month. Our U-Haul location has set aside one-way equipment to honor his requested 7:00 am pick up 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,

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I don't feel a 50% refund is enough for how long it took for me to get my belongings.  I think it should be at least 75%.

February 24, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Southern [redacted] Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and confirmed all monies have been refunded and that Ms. [redacted] was not charged any extra fees from her bank.

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

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the...

information Dr. [redacted] provided. She informed our office she spoke with the receiving location and they assured her they found nothing wrong with the trailer Dr. [redacted] rented. The trailer had been recently rented on a local rental with no incidents reported. In the interest of customer good faith, a refund for $18.75, which is 25% of the base trailer fee, was issued back to Dr. [redacted]’s [redacted] 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,

Executive Assistant

U-Haul International

May 23, 2014

Revdex.com ID#: [redacted]

U-Haul ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Hanover,...

followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email with an apology for the trouble our truck caused and advised him she issued him a refund for $50 as an adjustment. The refund was issued to Mr. [redacted]’s [redacted] account 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

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], GM for our U-Haul Moving and Storage of Downtown Jacksonville, followed up on the...

information Mr. [redacted] provided. He informed our office he spoke to the credit card holder and explained he had reversed the charge on her account.

Please be advised if a storage account is delinquent and a credit card is listed on the account, we will charge the card in order to re-establish contact with our customer and avoid lien fees and/or an auction of the storage contents.

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 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Chicago regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered to issue her an additional refund of $250 for fuel and $100 for the motel although Ms. [redacted] could not provide receipts. We were willing to accept her credit card statement showing the charge for the motel. Ms. [redacted] relayed she would only accept $450 as a final resolution and declined the $350 offered by Ms. [redacted]. We feel we have offered a fair resolution and must advise your office that our decision in the matter remains the same.

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

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.Yes, I did speak with Mr. [redacted] and indeed, Joelton is around 30 miles from Clarksville, but the original contract I signed said that I could return it in Joelton at a location less than a mile down the road from where I moved to., as I paid for a one-way rental. I did not authorize the change in return location and did not agree to it, but I was told my Uhaul customer service that I had to return the rental to Clarksville, which I did. Even though I did not have to pay mileage on the rental, I had to take an extra hour and a half of my time to return the rental to a location I did not agree on and had to spend an extra $20.00 in gas for the person picking me up to make the trip. In addition, I was charged $45.00 for an eighth of a tank of gas in the truck (it was on one-fourth, as stipulated, when we left Joelton and was on one-eighth, per Mr. [redacted] in our conversation) when it was returned to Clarksville. Since I did not agree to the change in my contract to return the truck to a round-trip location, I do not feel like I should have to pay the extra gas, since it was returned at Uhaul's discretion. I do not know who in Uhaul customer service took it upon themselves to violate my contract, but I do not feel like I should have to pay for any of Uhaul's mistake and should at least be reimbursed for the entire gas charge by Uhaul. I am willing to forgive the extra hour and a half of my time and the gas I had to purchase to make the trip if Uhaul will reimburse me the rest of their charge.

Regards,

I have reviewed the response made by the business i* reference to complaint ID [redacted], and have determined that this proposed actio* would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is the first I have heard of [redacted].  I asked customer service to speak to a manager above the manager [redacted] and he himself said there is no one.  I never verbally abused anyone and spoke to [redacted] for 5 mi* o* phone i* regards to getting a full refund as the truck that was rented indeed did have battery that did not work and would die anytime the truck was shut off. This is logged as I had called roadside twice and once got jumped by a stranger and once by roadside assistance. [redacted] made list and said I went into store and threatened him. I never abused anyone and this is defamatio* of character. [redacted] also said that he would life the ba* if I wrote him a* apology letter or call to to talk to him. The problem I have with this is is that after [redacted] ad stories up and also told me that it's only a battery. I feel he owes me a* apology.  As customer perspective he was rude and none-empathetic to the stress that a* unmaintained truck caused me during my.move. I did nothing to get banned. They should trai* their employees customer service skills. I want to be unbanned.[Provide details of why you are not satisfied with this resolution.]

Regards,

December 16, 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 Hawaii Regional Office, followed up on the information Mr....

[redacted] provided. When speaking to Mr. [redacted], she was informed Mr. [redacted] has arranged to pick up his U-Boxes at Royal Hawaiian Movers in Kailua-Kona.

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

December 10, 2015Revdex.com ID#: 10973511U-Haul Ref#: 1000751Thank you for your continued concern for our customer Mr. Salas.Jose A[redacted] our President for our [redacted] North Regional Office, reviewed Ms. [redacted] recent comments to your office.  He advised our office the damage could not have happened when strapping the vehicle onto the U-Haul Tow-Dolly.  He explained the damage appears to have happened either loading or unloading the vehicle. Mr. Al[redacted] relayed U-Haul is not responsible for the damage that occurred during this process.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

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

[redacted], our Executive Assistant for our West Texas Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she received a copy of...

the bank statement showing the $500 as pending. She faxed information to the bank stating the rental was paid in cash so the hold could drop. She also advised Mrs. [redacted] she would contact them when she heard back from the bank.

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

Jerry L[redacted] is who I spoke with to question why he denied my $50 guarantee and he advised me of the same thing - that because I would not drive to two far off locations to pick up the equipment, I did not have a valid claim to their $50 guarantee. This is unacceptable and terrible business practices.
No one from UHaul ever called me to set up my reservation. How was I to set a reservation at an agreed upon location when no one would call me? I repeatedly called and was denied the opportunity to set something up, with instructions to wait to hear from the local regional office. The day before my move I still have no call and have to call this regional office myself. I am told that I am going to have to drive 4 hours round trip (to two different locations) to get the equipment I'd ordered 2 and a half weeks prior. This is unacceptable and unreasonable. To say that I was not willing to travel is a false statement. I made a new reservation and traveled an hour to pick up a truck. However expecting customers to drive hours to get reserved equipment then say they are at fault for not keeping the "reservation" is preposterous.
With the level of customer service and support UHaul has shown, I am not at all surprised by this lack of professionalism at the managerial level and the denial of my claim. I will be sure to share my negative UHaul experience with everyone I know and warn them against using this company in the future.

November 17, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Mr. [redacted].   Shawn S[redacted], our Field Manager for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office a refund for $202.84 has been issued to Mr. [redacted] as requested.    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 customers [redacted] and [redacted], whose name is on the actual rental agreement.

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the...

information Ms. [redacted] provided. She informed our office she called the first telephone number listed on the file, which turned out to be a wrong number. She then called the second number and a gentleman answered and passed the phone to a woman. Ms. [redacted] asked for [redacted]. The woman said she had just called her husband’s phone and told she had the wrong number and hung up. Ms. [redacted] closed out the contract because it was on hold and she issued a refund for $50 as an adjustment. Ms. [redacted] called back and advised us [redacted] was her driver. Ms. [redacted] confirmed she received an email indicating a $50 refund had been issued. Ms. [redacted] also advised Ms. [redacted] she would issue her a $30 VIP Certificate that 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

I do not accept there apolgoy at all. It is very easy for them with several works in and out of a truck and with what they pay them to easily take a purse. this wasnt a normal Walmart purse this was a [redacted] purse my husband bought for our anniversary. The movers and my husband all have said the last place they seen it was in the front floor of the UHAUL... Of course if someone took it like they are going to actually admit to it thats close to $225 purse and had around $70 in cash.... I should of know this would of been a typical response. I would like all interactions with Uhaul in email or writing.