U-Haul International, Inc.

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Vernon Rosemin, our Executive Assistant for our Northern Virginia...

regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced with the reservation. He also advised Mr. [redacted] that he discounted his rate by $50.00.

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 12, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Bren O[redacted], our Executive Assistant for our Illinois Regional Office, reviewed Ms. [redacted]’ recent comments and sent the following email in response: Good morning [redacted], I personally watched the video of the truck being cleaned as well as spoke to the agent that cleaned the truck when he arrived in the morning. There was no [redacted] purse or any other items removed from the truck. If you left it in there and did not lock the truck, that is not U-Haul liability. That is the customers as they are responsible for the equipment if they choose to drop off after hours, which is what you did. There is nothing we can do for you. Thank you. Bren   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

October 21, 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 contract.    Our records indicate all charges charged to the [redacted] account listed on the rental contract have been refunded in addition to the cancelation of the Promissory Note and the issuance of the $100 VIP Certificate.  No further refunds are due.  I hope Ms. Pruitt and Mr. [redacted] will take advantage of the Certificate as we feel it can be of great value for our customers.   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 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Ms. [redacted], our President for our Utah Regional Office, reviewed the recent information Ms. [redacted] relayed to your office. He informed our office he left a message for Ms. [redacted] explaining he had reviewed the situation and was working with our local GM and his staff to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We realize there is never an excuse for rudeness and will correct any issues to prevent it from happening again.

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

March 21, 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 Muskegon, followed up...

on the information Mr. [redacted] provided. He informed our office he issued Mr. [redacted] a refund for the $30 fuel fee in the interest of customer good faith. Mr. [redacted] explained the truck was not refueled properly when it was dropped after hours. The refund should post on Mr. [redacted]’s next Master Card 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

July 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Atlantic Canada Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:

Good Day Mr. [redacted], We again apologize for the inconvenience you experienced from us not having your requested truck available for the time that worked best for you. We regret that we were unable to come to a resolution to accomodate your rental. As per our guarantee I will go ahead and apply the $50 to the credit card we have on file. If you have any further questions or concerns, feel free to contact us here. Have a great day.

 

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

May 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he...

contacted Ms. [redacted] and offered his apology for the inconvenience she experienced as well as advised her of a refund for $97.08 back to her [redacted] account for being wrongfully charged. 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 AssistantU-Haul International

September 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Manhattan Bronx...

Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted] has been advised on more than one occasion that her situation did not qualify for reimbursement of the Guaranteed Reservation Fee. No calls were found where she was offered a refund for $50 for not being able to reserve the truck she wanted. In an effort to bring closure, Ms. [redacted] issued the remaining $25 today in addition to the $25 refund she issued on September 19th. Both credits were issued back to Ms. [redacted]’s Visa account 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

June 17, 2016   Revdex.com ID#: [redacted],...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. F[redacted].   Michelle A[redacted], our Executive Assistant for our Manhattan Bronx Regional Office, followed up on the information Mr. F[redacted]’ provided.  She informed our office she spoke to Mr. F[redacted] and discussed his concerns.  She advised him of a full refund for the shipping fee.  Mr. F[redacted] relayed his satisfaction for the resolution.   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 10, 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 Southern Washington Regional Office, reviewed the recent information from Ms. [redacted]. The renting dealer has been a U-Haul Dealer since 1995 and is well aware a rotation truck cannot be rented and dropped one-way. This information would never have been relayed to any customer. Our President in Montana offered to rent Ms. [redacted] a truck back to North Dakota but their credit card was declined. Ms. [redacted] advised our office their decision in the matter remains the same. Ms. [redacted] received a $1,200 rental at no charge. She also relayed that a VIP Certificate was issued to help them get to North Dakota. Their claim for damages is in the process of being investigated by [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,

Executive Assistant

U-Haul International

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

information Ms. [redacted] provided. He spoke to Ms. [redacted] and addressed her concerns. He explained our Roadside Assistance Program and the steps necessary to obtain help. Mr. [redacted] assured Ms. [redacted] he would follow up with our GM and 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

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Metro Phoenix and the East Valley regional office, followed up on the...

information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] now has his goods. Mr. [redacted] advised him of a refund for the shipping charges for the inconvenience he experienced. He also thanked him for his feedback and assured him we will improve our service because of him sharing his experience with us.

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#: [redacted]

U-Haul Ref#: [redacted]

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

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

followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund per her request.

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 27, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments.  She attempted to speak to  him but has not received a return call, therefore, she sent him the following email in response:
Good morning [redacted], a refund in the amount of $2464.00 has been issued back to your card.  If you have further questions please feel free to contact me at ###-###-####. Thank you.
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

March 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our Western Arizona Regional Office, reviewed the...

recent information Mr. [redacted] provided. She advised our office a receipt was indeed sent to Mr. [redacted] on February 18th and was not returned. She will have our GM send another copy by [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

January 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, reviewed the recent information Dr. [redacted] provided. He informed our office he was unable to reach Dr. [redacted] by phone but did send another email as follows:

Good Morning Dr. [redacted]. I tried contacting you this morning in reference to your claim and phone was answered then call dropped. When I called again message stated caller wasn't recieving calls at this time. I have gone in and sent you the Premier Password so that you can access your stroage room payments, alternate contacts and also control info directly through the web. This will allow you to have full acces to whom U-Haul will contact and also allow you to make adjustments as you so wish. I have already writen off a total of $119.95 dollars on your account which is feel is over the amount of late fees you have acquired. If you have any futher questions please contact me directly. I am in the office M-F 7am - 5pm. Kind Regards, [redacted] Executive Assistant U-Haul Company Boston 151 Linwood St. Somerville, Ma. 02143 (617) 623-5600 - Office (800) 344-2212 - Toll Free (617) 653-3369 - Cell [email protected]

 

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

May 8, 2015

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and left a message on her...

answering machine advising her of a refund for $50 as an adjustment on her rental in addition to the $24 he previously issued on May 3rd. He relayed this would result in Ms. [redacted] only being charged for the rental itself minus any additional charges. Mr. [redacted] provided his telephone number if she needed to reach him for any further concerns. He added he felt the resolution was fair due to the fact she did use the U-Haul truck to make her move. The refund should post on her 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

June 2, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Dick Porter, our President for our Mississippi Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he contacted Ms. [redacted] and discussed her concerns.  He relayed he was sending her a $75 VIP Certificate she can apply to a move she was planning on making soon.  The Certificate 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, Maria P[redacted] Executive Assistant U-Haul International

February 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised since Mrs. [redacted]’s concerns are being handled by RepWest Insurance Company, Mrs. [redacted] can contact her adjuster, [redacted], to obtain the status on her claim. Ms. [redacted] can be reached at ###-###-####, ext. [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

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Cleveland regional office, followed up on the information Mr. [redacted]...

provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. Mr. [redacted] issued Mr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer and provided Mr. [redacted] with his cell phone number for assistance in the future with his next U-Haul rental.

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