U-Haul International, Inc.

September 17, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], a Senior Customer Service Agent, followed up on the information [redacted] provided and sent him the following email in response:Hello [redacted]...

[redacted], I am writing in reference to file #[redacted]. Let me begin by apologizing for your experience with this rental. Due to the inconvenience surrounding your drop off, I am offering a VIP certificate of $30. This VIP certificate can be used for any future equipment rental, storage, supplies, and propane with U-Haul. To accept this offer, please respond to this e-mail or call us at [redacted] Thank you, [redacted] U-Haul Customer ServiceOur 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

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,

June 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the $25 cleaning fee was issued back to Ms. [redacted] at the time Ms. [redacted] filed an...

objection with our Customer Service Department. Ms. [redacted] stated she wished she had known sooner as she would not have given U-Haul a bad review and wished she could take it back. The refund was issued back to her [redacted] account on May 19th and should post on her 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,

Executive Assistant

U-Haul International

August 13, 2014

Revdex.com #  [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] the Executive Assistant in our [redacted], ** Regional Office sent the following e-mail to [redacted].

'Good morning [redacted], My name is [redacted] and I am...

responding to the letter you sent to the Revdex.com. I would like to take this opportunity to first off apologize for the service you received and the inconveniences you encountered. I reviewed the information you provided along with our records and I found that you were never charged for our truck delivery to compensate for the inconveniences you encountered which is a base savings of $317 or the trailer rental for a week for an additional savings of $104.65. That combined with the $420 credit our General Manager issued on July 30th, seems like it is fair compensation for the reasons you mentioned in your letter. If I can be of any further assistance, please be in contact with me. Thank you, [redacted] Our customer 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

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,

 When a transaction is canceled before it is completed the hold should be released.  10 days is outrageous to hold funds for a canceled transaction.  I did not receive a message from anyone at U-Haul.

May 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Marcus B[redacted], our Field Manager for our [redacted] Regional Office, followed up...

on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and requested he forward a copy of his invoice for reimbursement. He mentioned that our dealer who worked on Mr. [redacted]’s vehicle relayed that Mr. [redacted] was never present to give permission for the work. Mr. [redacted]’s daughter and fiancé gave the authorization to work on the vehicle and also stated the plug that was cut off was already half way cut and this was showed to Mr. [redacted]’s daughter at the 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,

Maria P[redacted]

Executive Assistant

U-Haul International

February 12, 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 [redacted] Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. Ms. [redacted] relayed she did not have the hitch removed before she left for Texas because she did not have time and was also not happy with the fact Ms. [redacted] did not give her the rental for free. After Ms. [redacted] hung up, Ms. [redacted] called back and left a message explaining she would issue her a refund for the hitch, the hitch ball and converter plus tax for a total of $215.23 in addition to the refund for $537.84 that was already refunded.

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 Ms. [redacted]i.

[redacted], our Field Manager for our Western Massachusetts and Vermont regional office, followed up on the...

information Ms. [redacted]i provided. He informed our office he made a new reservation for Ms. [redacted]i and issued her a refund for the $50 Reservation Guarantee Fee. The refund was issued back to her [redacted] account on May 28th and 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

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

[redacted], our Executive Assistant for our Northern Minnesota Regional Office, followed up on the information Mr. [redacted] provided. She informed our office that Mr. [redacted]’s...

room was duplicated in the storage system for reasons unknown, which led to the duplicate file showing delinquent. Our GM of our U-Haul Center issued a refund to Mr. [redacted] for late fees and has taken steps to correct the issue. The refund should post on Mr. [redacted]’s 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

October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Samuel L[redacted], our GM for our U-Haul Moving and Storage at Fairmont Dr., followed up on the information Ms. [redacted] provided.  He informed our office he...

spoke to Ms. [redacted] and offered his apology for the gap in communication.  He explained the shipping process and advised her of a refund for $50 per day we are late on delivery.  Estimated time of deliver is November 5th.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 AssistantU-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 Northwest Colorado and Wyoming Regional Office, reviewed the recent comments from Ms. [redacted]. He advised our office his decision in the matter remains the same. His office paid for all of her storage time, $250 for inconvenience she experienced and her box was delivered for free. She received all her items that she had stored in the box and her box was in a warehouse the whole time. The electronics she purchased and is asking to be reimbursed for were not in her U-Box and reimbursement for these electronics will not be issued.

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 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 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Kevin N[redacted], our President for our Missouri Regional Office, followed up on the information Mr. [redacted] provided.  He discussed the issue with our GM and Assistant GM of our U-Haul Center and they both relayed Mr. [redacted] indeed had a reservation to have a hitch installed.  When Mr. [redacted] was contacted to schedule the installation for the following day, he could not be reached.  The following day Mr. [redacted] did not show and our Center staff was still not able to reach him.  The next day Mr. [redacted] came into our Center, thinking that was the date for the installation.  Our Assistant GM offered his apology and explained they had two other customers with reservations that day in front of him and they could still install his hitch but it would be later that day.  Mr. [redacted] got angry and used foul language with other customers in the lobby.  He was asked to leave and call our GM.  Our GM said he did receive a call from Mr. [redacted] and Mr. [redacted] began cursing him over the phone.  Our GM apologized for the confusion and said he could still get his hitch installed that day but Mr. [redacted] continued to curse and hung up.   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 23, 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 agreement.    Mike V[redacted], our President for our Las Vegas West Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he has been in contact with Ms. [redacted] and agreed to issue a refund for the fees she was charged.  He mentioned she was charged the fee because she did not bring the truck back as contracted causing another reservation not to be filled, thereby causing our U-Haul Center to refund the Reservation Guarantee Fee.  In the interest of customer good faith, Mr. V[redacted] authorized a refund and Ms. [redacted] will pick up the check, if not already, at his office per his agreement with her.   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

April 24, 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 Western Florida regional office, reviewed the information Ms. [redacted] provided. She advised our office she discussed her concerns with our U-Box Department again. After another careful review they determined the U-Box was delivered two days late and relayed that the 10 business day delivery begins once the final payment has been made. Payment was made on March 22nd. The Boxes were due on April 4th but not delivered until April 8th. As previously explained, our policy is to refund $100 for each day the boxes are late. Therefore, a supplemental refund for $100 has been issued to Ms. [redacted] to equal a $200 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,

Executive Assistant

U-Haul International

January 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Sharon H[redacted], our Executive Assistant for our Knoxville Regional Office, reviewed Ms. [redacted]’s recent comments.  She asked we relay that U-Haul is a do-it-yourself moving company and our customers save money by doing so.  Our Users Guide provides instructions, which includes direction to check all connections at every stop along the way.  Ms. H[redacted] mentioned Ms. [redacted] moved over 900 miles, which would warrant the hookup to be checked during her move.  She added that their 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,Maria P[redacted]Executive AssistantU-Haul International

Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining they would like to issue him a...

refund for $100 as an adjustment on his rental along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. She also explained we will pay for the cleaning of their belongings they moved in the U-Haul truck.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 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments [redacted] relayed. He informed our office he spoke to [redacted] on or about July 30th and addressed his concerns. [redacted] stated he would like to discuss the situation with his Company President and would call him back with a resolution. He has since left two messages requesting a call back but has not received a return call. [redacted] went ahead and issued a refund for $50 in the interest of customer good faith in the hopes to keep [redacted] as a U-Haul customer. The refund was issued back to his [redacted] account and should post on his next credit card statement.

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.

The only response we have received from Mr. [redacted] is that they are checking the video from the Yakima UHaul location, but RepWest has informed us there was magically no cameras working on the aisle of our storage unit. I feel it is fairly concerning that at first our latch just "fell off" and now they are checking video that doesn't exist. I am completing the information for the insurance company, but I will be contacting my lawyer if I do not receive more information soon regarding the failure of the Yakima UHaul.

Regards,

[redacted] & [redacted]

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.

First of all, I did have an appointment. See the attached document. As you can see from the attached document, I made the reservation on 8/29/2014 at 528 pm. The reservation was made by a representative of U-haul. YOUR COMPANY MADE THE RESERVATION! Second, the owner of the store DID NOT say that he could do the wiring installation, but that it would take a while. He said that the guy that did the wiring installation was not going to be in that day. I told him that I had a reservation. He explained that the reservation was made by the dispatch and not the store. I asked if he could ask the guy that did the wiring installation to come in since I had a reservation. He said no, that there was nothing he could do. At no time did he say that he could do the installation and that it would take a while. I have a witness. I attempted to call the owner back as well as [redacted] after they called me, but when I called the owner back I was told to leave a message that was not returned. I would appreciate an apology in which U-Haul admits that 1) I had a reservation that should have been honored 2) the owner did not say that it would take a while but refused to do the wiring installation. An apology that misrepresents the facts isn't much of an apology.

Regards,