U-Haul International, Inc.

February 15, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted]’s information to our office.

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

up on the information Ms. [redacted] provided and has corresponded with her by email with the most recent being the following:

Good afternoon, I understand your concern in regards to how I got your number, but I have your number from your [redacted] complaint. I was hoping we could talk so I can help resolve the issue for you. If you get time and would like to discuss your problem, please call me at ###-###-####. I would be more then happy to help address your concerns. Have a great day! [redacted] Executive Assistant U-Haul Company of N. Philadelphia Office: ###-###-#### Extension:[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].

Our records indicate a refund for $13 was issued back to Mr. [redacted]’s [redacted] account on October 30th and should post on his 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

November 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted]’s friend provided....

 He informed our office he made several attempts to reach Mr. or Ms. [redacted] but reached their voice mail.  He left a message explaining a refund for $264.54 has since been is[redacted]d to their Visa account in addition to a refund for the $50 Reservation Guarantee Fee is[redacted]d on October 24th.  A refund for $37.80 was issued on October 30th and the remainder in the amount of $208.74 was issued on November 11th.  The refunds 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,[redacted]Executive AssistantU-Haul International

August 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] in our [redacted], WI Regional Office left a message for [redacted] on 8/6 informing him she would be sending him a $50 VIP Certificate. The certificate can be used...

toward a future rental or purchase on the many products and services U-haul has to offer.

[redacted] was also refunded the $50 reservation guarantee which was credited to his [redacted] Card on 8/5.

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,

Executive Assistant

U-haul International

[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,

February 12, 2015

[redacted]ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office located out of[redacted], VA,...

followed up on the information Mrs. [redacted] provided. He informed our office a refund for the full amount of the rental was issued back to the [redacted] account ending in [redacted] listed on the rental contract. The refund for $84.93 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

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,

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department explained U-Haul matches settlement totals with our processing company every day to make sure charges and credits are balanced to what they should be. A total from a mainframe report is matched to a total provided by our processing company. On the day in question, the totals matched. There was no out of balance, which tells us all transactions settled, including Mr. [redacted]’s 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

August 21, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage at Northwest Highway, followed up on the information Mr....

[redacted] provided.  He informed our office he issued a refund for the $50 Reservation Guarantee Fee and sent him an email offering his apology that their move did not go exactly as planned.  The refund should post on his next [redacted] credit card statement.  
[redacted], our GM for our U-Haul Moving and Storage at Main St., relayed they were busy the day Mr. [redacted] was at his location due to it being the end of the month, which is always a busy time for moving.  When he arrived to move out of his storage unit, Mr. [redacted] gave him a specific key that would open his storage unit.  About 5-10 minutes later Mr. [redacted] came back and said the lock could not be removed.  Mr. [redacted] noticed the specific key was missing, therefore, they had to cut the lock off so Mr. [redacted] could access his unit.
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 13, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Belinda H[redacted], our Traffic Manager for our East Bay Regional Office, followed up on the information Ms. [redacted] provided.  According to the notes...

documented with our Emergency Road Assistance line, Ms. [redacted] was advised and understood we could send a service provider out but if there was nothing mechanically wrong with our equipment, she would be charged a service fee.  It was reported back from our repair shop that in fact there was nothing wrong with the coupler, tongue or anything else on the trailer.  Ms. [redacted] was told a refund for the service call would not be issued.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 28, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].James B[redacted], our President for our East Bay Regional Office, reviewed Ms. [redacted]’s recent comments.  In an effort to bring closure, Mr. B[redacted] advised our office he would have the fee for the service provider refunded to Ms. [redacted] in the interest of customer good faith.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

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.

Hi, My name still appears here: [redacted]if this site is not associated with UHaul it doesn't matter because it was through UHual that it was able to acquire my name without permission.Please remove it. I cannot accept business response until my name is totally removed from all things Uhaul-related.

Reviews for U-Haul Moving & Storage at S Capitol St SW - eMove

Regards,

Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Southern Minnesota Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]’s hitch was installed on May 30th at 10:00 AM as scheduled. Due to...

the inconvenience Ms. [redacted] experienced, she was not charged for labor on the hitch installation.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

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

[redacted], Senior Staff for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted]. She advised our office their decision in the matter remains the same. Other than the refund for $300 previously issued, no further refunds or adjustments will be made.

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

This is an incorrect statement from U-haul.  I submitted my customs paperwork on the day of the move to the shipping location and asked for clarification as to whether the documentation was sufficient.  I was not told the paperwork was incorrect until after the latest date I was told the box was to be shipped.  That was a week after submitting my initial complaint to the Revdex.com.  And I was not contacted to regarding the location and status of my reservation until filing a complaint with Uhaul.  Of which I was told I would be getting $50/day for each business day my box was not delivered.  And finally I was told I would be compensated $160 for the delivery of my box to my storage location after having paid the initial delivery costs.  I did not say I was satisfied as I have not received the box and was told it was not to be delivered until another week after the last delivery date I was promised.  Now I have to take time away from work to receive the box on 7/6/2016, at which time I will be losing $55/hr, my rate for freelance work.  Today I checked the status of the box and uhaul reports on its site it has been delivered to Van Nuys, but still won't be delivering it to me until 7/6/2016.  I expect to receive the $50/day up to 6/24/2016 and reimbursed for the Uhaul van I have rented on 6/25/2016 to avoid taking time away from work to get my belongings into the storage unit.  I find it ridiculous the uhaul site keeps updating with the dates changing to later and later.

January 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central Georgia regional office,...

followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Dear Mr. [redacted], We apologize for any inconvenience incurred during your rental experience. When your reservation was made, the rental location in Grayson had the equipment on the lot, therefore the system allowed it to be confirmed, but within the same time period, a transfer was placed on the equipment and it was moved to cover another reservation elsewhere. Once your reservation officially downloaded to the Grayson location they no longer had the equipment available and they assumed that the reservation system would automatically be moved to another location. The location failed to contact you as to the status of your reservation. There is no excuse for the failure on their part to notify you. Due to the added expense on having to make two trips to the landfill, I have directed a VIP Certificate in the amount of $50.00 to be sent to your email address. This certificate is good toward any purchase or rental with U-Haul and is transferable. Once again, we apologize for your bad experience, and hope this small token helps resolve the mistake. Thanks for communicating with us concerning your experience. It helps us in fine tuning our operation towards total customer satisfaction. We appreciate your business and look forward to serving you again in the future. Thanks again, [redacted] Area Field Manager U-Haul 776

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 [redacted] for U-Haul International, followed up on the information Mr. [redacted] provided. He left phone messages for Mr. [redacted] requesting a call...

back but has not received a return call. He recently also sent Mr. [redacted] the following email and hopes to hear back soon:

Mr. [redacted], I am the Customer Advocate for U-Haul International. I have left some messages for you to please call me on my toll-free line so that we can resolve this together in a few minutes of conversation. This toll-free line rings directly on my desk: ###-###-####. Looking forward to talking to you.

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.

The money  ($392) that U-Haul stole from me was returned with assistance of my bank and [redacted], not by the merchant. U-Haul was not cooperative and not very responsive (they left message and didn't return phone calls a few times). Due to provided low performing equipment, we had to spend an unpaid full-working day in transit.

It would be appropriate if U-Haul would compensate me for their unprofessional services and equipment that caused us delays and missed working hours and time spent on the phone with Bank, [redacted], U-Haul trying to resolve the issues.

Regards,

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Dr. [redacted] provided. He informed our office a refund for...

the damage charges will be issued back to Dr. [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 18, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Stacy D[redacted], our Executive Assistant for our Richmond Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience she experienced.  She relayed our storage staff moved Ms. [redacted] out of her unit and stated the balance on the unit would not affect her or her credit.     As we value Ms. [redacted] as a customer, Ms. D[redacted] also sent her a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.   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