U-Haul International, Inc.

June 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater regional office, reviewed the information Mr. [redacted] provided. He advised our office that as previously relayed, Mr. [redacted] was offered and accepted, what we feel is a fair resolution, a refund for $63.54 on May 28th. There will be no further 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

July 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our GM of our U-Haul Moving and Storage at N. Belt Hwy,...

followed up on the information [redacted] provided. He informed our office he spoke to the agent at [redacted], [redacted] relayed he has been actively calling [redacted] and leaving messages for the past three days requesting additional information needed to complete their investigation. Until they hear back from [redacted], they are unable to move forward to reach a 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,

Executive Assistant

U-Haul International

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted]-[redacted] provided and sent her the following email in...

response:

[redacted] I appologize for the issues when purchasing your lock. Please send me your credit details and I will refund the difference to you, or you can stop in with your debit card. [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 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you again for forwarding Ms. [redacted]’s recent comments to our office.Albert Ja[redacted] a Senior Customer Service Agent, asked I forward you his recent response to Ms. [redacted]:Hello [redacted],We do apologize for any inconvenience this may have caused but we definitely would like to make sure our contract holder [redacted] is compensated for any failure in our equipment. We are looking forward to resolving this current issue with the resolution provided in our last response. We will have to recommend that the contract holder Thomas contact the third party Moving Help company to express any concerns if there is any part of the services that the hired moving group provided that is unsatisfactory. Thank youAlbert J[redacted]Uhaul customer service senior agentphone 800-789-3638 ext 850329Thank you as always for your continued support.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.

Regards,

[redacted]-[redacted]

Mr [redacted] is incorrect when he states we kept the truck for five days. We picked up the initial truck on Thursday January 9, it broke later that day, we picked up a new truck on Friday January 10 and returned it on Sunday January 12. That is NOT five days as he states in his response. Also, when we expressed our frustration he told us not to worry about filling up the second truck. At no point were we ever told we needed to refill the second truck. Mr. [redacted]'s story has changed several times during this ordeal. If uhaul is willing to call us even and close this matter, I am fine with that resolution.   . My  concern,  however, is since Mr. [redacted]'s story has changed several times, uhaul will come after us for more money and attempt to charge our account again. r

August 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], Senior Staff for our Customer Service Department, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:Dear Mr. [redacted],I wanted to apologize if our agent made a mistake and entered your information incorrectly. I understand you are seeking a trailer rental in lei of compensation. We care about our customers and I would like to offer you a VIP to cover a one day local trailer rental. If you do want to move to the original location we have no problem with that. You will have to contact them monthly to check availability for the unit size you want. We appreciate your business and value your feedback.Please let me know if you accept the terms of our offer which is a VIP for a 1 day local trailer rental on any date you choose for a value not to exceed $ 53.95. A local rental is when you pick up and return the trailer at the same location. This offer does not cover any storage fees. Again, our apologies for the reservation issue. Thank You, [redacted] UCC Associate Program Manager Customer Service DepartmentMr. [redacted] replied relaying his acceptance of our resolution.  The Certificate was issued to his email address.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 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

December 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr[redacted]Paul B[redacted] our Executive Assistant for our Northern Arizona Regional Office, reviewed Mr. [redacted]’s recent comments to your office.  He informed our office our Area Field Manager, Nicholas Terp, contacted Mr. [redacted] again and explained our reservation guarantee policy.  The reservation was for pick up in a remote area during a busy time of the summer when most of our equipment was on the road.  There were two reservations for our 26-foot truck with only one in the area.  One reservation was made over a month prior to Mr. [redacted]’s reservation, which was made one week prior to his moving date.  Mr. [redacted] was offered options.  One was to take a 20-foot truck and a 12-foot trailer.  The other was to travel to an alternate pick up location to secure a 26-foot truck.  Mr. [redacted] agreed to take the truck and trailer combo.  Mr. B[redacted] relayed Mr. [redacted] was clearly due the $50 Reservation Guarantee Fee and was in fact issued the refund.  He also mentioned Mr. [redacted] accepted our substitute offer and completed his move.  No further refund will 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,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.

Our complaint again is two-fold.  One, we do not feel that we caused the damage stated to the truck in our course of use.   I only drove on public roads with clear access and the extent of the damage would have been impossible in my course of use.   U-Haul is saying they could not have caused the damage in their movement of the truck, but we claim the same fact.  We have no knowledge of their movement and transport of the truck before giving us notice of the damage.  It is their word against ours.   The second issue is the communication received from U-Haul, or lack thereof.  I was charged for the damages without any prior notification and had to follow up with them before it was communicated why.  Then, after my initial response to Bradley, he did not respond for weeks nor provide any options.  We had to follow up with the corporate office directly.   I am concerned as a consumer that this could happen and that a company has such leeway.    Thank you,   [redacted]  

Regards,

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he contacted Ms. [redacted] and advised her of a refund for $700 as an...

adjustment on her rental.  The refund was issued back to her [redacted] 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

I rented a cargo van on Sunday, June 12 8:30 am from a San Francisco location. We the plans of going to Dublin, California for a simple pick up and a planned return in a couple hours. 10 miles into our 28 mile journey we had the van stall in the middle of the freeway with the message engine fault, service now. We pulled over, wondering what to do next and googled the nearest Uhaul place in Oakland and headed there for a simple exchange: this van for a van that worked. That was denied at that location saying I would either have to go back to SF or call roadside assistance. We didn't know what to do, since the van worked we decided to take our chances and go the rest of the 18 miles. Bad decision, it stalled twice on the freeway. We called roads assistance but we're on hold for what seemed like forever, with cars zipping by and rattling the van every second. We tried restarting the van, decided to get off the freeway and call roadside assistance so we could feel safer. We then were on the phone trying to called the SF center on one line and roadside assistance on the other and online chatting with roadside assistance as well. After 11 minutes on the phone with the customer service center, the call was disconnected and we got no call back. On the other line, I finally got a live person, after 24 minutes, with roadside assistance who dispatched someone to help us with an ETA of 120 minutes. This was the ETA for a technician who would then determine is the van needed replacement. Were they expecting to failed engine to restart? Were they really expecting me to drive back the same van that stalled several times on the freeway? Does that not warrant a change in the vehicle? After prolonged discussion and my putting my foot down that I want a replacement and I will not drive this particular vehicle down to SF. We were 4 minutes away from a uhaul center and ended up there to get a replacement vehicle. The service there was pretty amazing and they helped us the way this should have been taken care of 2 hours earlier. After completing our move, I returned the van to the original SF location and asked to speak to the manager. I was promised a call the very next day by noon and that my card won't be charged till I heard back. I did not get a call.

I called again on 6/14 at 9 am and was promised a call in an hour as he was in a meeting. I called back after 1.5 hours and was informed he was now with a customer and it would be a while before he would be able to make it. I left another message and Then called back at 4pm as I had still not heard from them.

I then proceeded to call the corporate customer service line to lodge a complaint and spoke to a Rachel, who said I should be getting a call back in 1-3 days from. I still have not received that call.

I then got a call on 6/16 from the Uhaul place saying I had not yet returned the rental!!!!

I still have not gotten a call back from the business nor any follow up from the customer service.

They put us in a very dangerous situation by giving us a vehicle that stalled on the freeway several times and have no follow up to rectify the situation.

The information sent by Uhaul is not accurate. The truck was indeed faulty and I have two eye witnessed who are willing to submit written testimony to support this fact. Aside from this, my main complaint was with the behavior of [redacted], to which I also have an eye witness and have contacted another costumer who was present in the store at the time who is also willing to make a statement in regards to [redacted] actions. She told me point blank, after she laughed in my face, that nothing would be done and the complaints would be sent back to her and she would mark them as resolved. That inss indeed what happened. Thus type of business operation is not ethical in any way. I will not be brushed aside and forget about this like they are assuming I will. I am going to continue fighting this until it is resolved and I do not care how long it takes.

July 22, 2015
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 contract.  
[redacted], our Executive Assistant for our...

[redacted] Regional Office, followed up on the information Ms. [redacted] provided.  She corresponded with Ms. [redacted] by email and offered her apology for the inconvenience they experienced.  She explained she issued a refund for the damage charge in the amount of $75, which should post on her next credit card statement.  
As we value Ms. [redacted] and Ms. [redacted] as customers, Ms. [redacted] also  sent a $40 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

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. He informed our office he spoke to Ms. [redacted] and agreed to refund for the repairs to her vehicle....

Ms. [redacted] will email the receipt to Mr. [redacted] for reimbursement. She will also have the wiring properly installed at no charge at a selected U-Haul Center. Mr. [redacted] offered his sincere apology to Ms. [redacted] for the inconvenience she experienced.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

December 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] and [redacted], followed up on the information [redacted] provided...

and sent him the following email:[redacted]; Thank you for allowing us the opportunity to review your complaint your recently entered. Our Marketing Comapny President has gone over your statement and we wanted to let you know what our position is on this matter. Safemove insurance is charged at a daily rate. Which on your rental it would be $28 per day, but we will go ahead and refund your creidt card back the $28 for the 2nd day due to the lack of information that you received when you picked the equipment up at our dealer. As far as the fuel charge of $30, we will not be refunding this. We have reviewed the repair history for the last 6 months and there has not been any fuel related issues with this equipment. Please contact the Marketing Company that you returned the equipment to as we do not oversee that location, [redacted], for any furhter issues to the return of the truck. Your refund of $28 has been processed today, 12/17/14. We sincerely apologize that you had issues with your equipment rental, and they will be addressed with the pick up location in [redacted]. We do Thank you for bringing this to our attention as we do appreciate your business and hope that you continue to use our services and products. Happy Holiday's Regards, [redacted] Executive Assistant U-Haul Co or [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

Virly W[redacted] made contact with me once and failed to follow up as promised the following day for a resolution. Also, when I contacted the Uhaul location for a resolution there were two employees that indicated that the person that installed my hitch has had several previous complaints in regards to the work he does.

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.

Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]My apologies for not responding sooner. I did not see your previous email pertaining to my complaint. This matter/issue/complaint has NOT been resolved. In fact, I am even more upset, frustrated, and concerned after reading the "Message from Business." Mr. [redacted] has fabricated the truth in regards to my complaint. (1) My changing units was due to me downsizing because I no longer needed a larger unit since the passing of my father. (2) I had paid the additional $10 a month for 24 hours access from the time I moved in 2/2011 until the time I recently moved out in 5/2015. I do have my receipts if proof is necessary. (3) My originally complaint to the staff and site/office manager at the Lusher location was in 12/2014 and not 04/2014 in which Mr. [redacted] indicated.Please advise me as to how I should follow-up or pursuit this issue/complaint. This matter has NOT been resolved.Thanks,[redacted]

Regards,

December 30, 2015Revdex.com ID#: 11008091U-Haul Ref#: 982882Thank you for your concern for our customer Ms. J[redacted]Jacob Gross, our GM for our U-Haul Moving and Storage of Middletown, followed up on the information Ms. Johnson provided.  He informed our office the refund...

was issued back to her credit card and would post on her next credit card statement.  He also assured our office he gave Ms. Johnson a free month of storage.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 Pa[redacted]Executive AssistantU-Haul International

I picked up a auto transportation dolly to move someone from Phoenix to San Antonio. The passenger front tire side webbing strap fell off several times. I drove about 30 miles to my house and noticed that it was off. I restrapped it. Then drove 15 miles. It fell off again. I resecured it again with the help of my Dad. Then I drove 15 more miles to hear it came off again. I waited about an hr. For the road side assistance. He said that there was nothing wrong with the strap. To that the gentleman who I was working for said he didn't trust that dolly. So, I had to get one in the morning. That pushed my whole trip back 14 hrs. I asked for a refund of only the auto transportation dolly and they refused. I've used Uhaul about 150-200 times. The last 3 long moves I've had issues. Chuck, went out of his way to be rude and offered me a $50 credit for all of my stress and inconvenience. I will never use Uhaul again.

December 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Virly W[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she spoke to Ms. [redacted] and explained she had not received the photos.  Ms. [redacted] stated she would be taking her vehicle to a shop for an estimate and will take U-Haul to court.  Ms. W[redacted] relayed, without the photos of the hitch, she could not determine if the hitch was installed poorly.  She asked Ms. [redacted] if she could have the shop or herself take photos and forward them to her for review.  Ms. [redacted] refused.  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