U-Haul International, Inc.

September 8, 2016   Revdex.com...

ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. R[redacted].   Jamie L**, our President for our Northern Chicago Regional Office, followed up on the information Mr. R[redacted] provided and sent him the following email in response: Mr. R[redacted]- I apologize for the customer service issues you ran into during your rental experience.  I have refunded the difference of the rental you were quoted for the $66 you are requesting.  Once again I apologize for your lack of execution to serve you better.   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

November 5, 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 Tulsa Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and addressed her concerns. A refund for $12 was sent to Ms. [redacted], which she should receive in the next 10 business days.

As we value Ms. [redacted] as a customer, Mr. [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.

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

August 3, 2014

Revdex.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] Office, followed up on the information [redacted] provided. [redacted] advised our office [redacted] was contacted and advised of a refund for $75 as an adjustment on her rental along with a refund for the $50 Reservation Guarantee Fee. Both refunds were issued to her [redacted] account on July 8th and should post on her next credit card statement if not already. As we value [redacted] as a customer, we also sent her a $50 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

October 26, 2016   Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   John L**, a Senior Customer Service Agent, reviewed [redacted]’s recent comments and sent another email in response: Hi this is John L** with U-Haul customer service. I am responding to the Revdex.com rebuttal you submitted. I'm sorry but our stance will remain the same. The toll citations line up on the dates and time you have the equipment in your possession.   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

November 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Dan O[redacted],...

our Area Field Manager for our Baltimore Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and advised her he was unable to locate a call for assistance into our Emergency Road Assistance line during her move.  He also mentioned the truck Ms. [redacted] rented was rented out again after her rental and traveled over 300 miles without incident.  Because he was unable to verify the information she provided, Mr. O[redacted] explained a refund 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 Assistant U-Haul International

August 20, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Cindy Rodgers, our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she...

spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee she issued back to Ms. [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,[redacted]Executive AssistantU-Haul International

May 7, 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 North Philadelphia...

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] relayed that he offered Mr. [redacted] the refund he was seeking and Mr. [redacted] accepted the resolution. Credits totaling $59.92 were issued back to Mr. [redacted]’s American Express 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

May 6, 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 North Philadelphia...

regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced during her move. He also advised her of a refund for $80 as requested. Ms. [redacted] should receive the refund within the next 10 business days.

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 9, 2015

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 New York Regional Office, reviewed Ms. [redacted]’s recent comments to your office and sent her the following email in response:

Good morning Ms.[redacted], I am following up with your recent response to your Revdex.com complaint. I truly do apologize but there appeared to be a computer glitch with your U-Boxes, they were in our computer system twice. When we moved you out originally it only moved 1 contract out while the other (that we did not know existed until now) was never moved out. This was causing you to get letters and past due statements. Please understand at no point were we actually charging you for this second contract but invoices were being auto sent requesting payment. I have deleted the balance due on the second contract and moved you out. For all this frustration caused I have issued you a $50.00 VIP gift certificate which can be used at any U-Haul center in the U.S.A. or Canada for any service or product we offer, this certificate is good for 2 years and has been emailed to this same address. Once again I do apologize for all this confusion and the headaches caused. Should you have anymore issues please do not hesitate to contact me. [redacted] Executive Assistant

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

[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]5, 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,

Michelle G[redacted]

August 8, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant in our Southern Louisiana Regional Office spoke to Mr. [redacted] on 8/6. Ms. [redacted] is issuing VIP certificates and the numbers given to the Center to pay...

for the rental of a U-Box trailer.

Mr. [redacted] will also be given a $200 credit for the inconveniences and delays he had with this transaction. Ms. [redacted] will be following up to make sure Mr. [redacted]'s U-Box is ready for pick up on 8/14.

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]e

Executive Assistant

U-haul International

December 13, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   John L**, a Senior Customer Service Agent, followed up on the information Mr....

[redacted] provided.  He left a message for Mr. [redacted] offering his personal apology for the inconvenience he experienced along with a $50 VIP Certificate.  The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.   He hopes to hear back soon.   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

I never entered a contract with U-Haul to rent a truck. I was not present when a truck was rented from U-Haul. I did not verbally assent to the terms of any contract with U-Haul. I did not sign a contract with U-Haul. I did not sign a credit card authorization. U-Haul cannot produce a contract or a credit card authorization signed by me because neither exist. The fact that I used to work for the company at another location over 4 years ago is wholly irrelevant. I have no idea what the current company policies are or what the current terms of their rental agreement are, nor would it matter if I did since I never agreed to rent a truck from U-Haul. I do know from my prior employment that at the time I worked for U-Haul customers were required to sign a rental contract acknowledging agreement with the terms. I never signed such an agreement. Under no circumstances does U-Haul have the contractual right to charge anybody's card presented to them for a truck rental. U-Haul has the responsibility and obligation to obtain written authorization from a card holder prior to charging their card. That is basic contract law. U-Haul does not deny I did not sign a contract or a credit card authorization. U-Haul admits that someone other than me rented the truck from them yet they placed a "contract" in my name in my absence. U-Haul confuses what they refer to as a contract with the legal concept of what a contract is. They refer to all rentals as a "contract" and each rental by a "contract number".  But a legal contract requires mutual assent to the terms of a contract. There is no way I could have assented to the terms of a contract with U-Haul for a truck that somebody else rented when I wasn't there to rent the truck and never signed anything, nor was I ever presented with a contract to review. I never authorized anybody else to act as my agent and enter a contract with U-Haul on my behalf.

June 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our East Dallas Regional Office, followed up on the information Ms. [redacted]...

provided. She informed our office she spoke to Ms. [redacted] and has agreed to issue her a refund for $150 when she receives the appropriate information from Ms. [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

September 20, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted]. Ashten P[redacted], our Traffic Manager, and Kristin G[redacted], our Field Manager, both from our South Puget Sound Regional Office, reviewed Ms. [redacted]’ recent comments. Ms. G[redacted] advised our office she spoke to Ms. [redacted] and explained she was only paying for shipping and delivery to her new location. The VIP Certificates were applied to her rent so she was never charged for rent. She relayed Ms. [redacted] was not clear what she wanted other than wanting to be compensated for the worrying she states we caused.When Ms. P[redacted] spoke to Ms. [redacted], Ms. [redacted] stated she was told she didn’t owe the $410 for rent and agreed she saw the $1,800 was applied by our Contact Center to the wrong portion of her move. She also said she received an email stating her card would be charged $3,340 for shipping. Ms. P[redacted] confirmed no fees were charged to her card at that point and the only charges she owes is the difference from the $3,340 for shipping minus the $1,800 prepayment and then $115.95 for truck delivery in Cantonsville. Ms. P[redacted] explained the email she received is an automatic email that is sent to our customer once the U-Box has shipped and didn’t mean we didn’t collect for the $1,800, which we had already confirmed with Ms. [redacted]. Ms. [redacted] stated for the stress she has experienced with the charges, she felt we should deduct $1,000 or a couple hundred for the miscommunications on U-Haul’s part. Ms. P[redacted] acknowledged a mistake was made on her prepayment being applied to the wrong portion of her move but that this was rectified in the amount of $410, which we covered with the VIP Certificates for her rent. Ms. P[redacted] advised Ms. [redacted] she would not be giving any further adjustments as Ms. [redacted] still owed the remaining shipping and for Cantonsville truck delivery if she still chose to have the U-Box delivered.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

April 10,02014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Metro DC regional office, followed...

up on the information Mr. [redacted] provided. She advised our office she contacted Mr. [redacted] and discussed his concerns. A refund for the difference was issued as requested. The refund for $56.66 was issued back to his Visa 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

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our Mississippi Regional Office, reviewed Mr. [redacted]’s recent comments.  He relayed he was not disputing the fact Mr. [redacted] stated he had issues with the truck.  However, he has not been able to verify any problems with the truck.  There were no necessary repairs made to the truck after his rental and it continues to rent without incident.  There are also no calls into our Emergency Road Assistance line by Mr. [redacted].  Mr. [redacted]’s mother told [redacted] it was her fault for not calling for assistance during their move and told Mr. [redacted] to just keep driving.  The truck was on a current Preventative Maintenance schedule when it was rented.  As far as the issue with the way [redacted] spoke to Mr. [redacted], Mr. [redacted] assured him he would personally handle the situation and take corrective action as needed.  Mr. [redacted] happily accepted a $50 VIP Certificate as a resolution for the inconvenience he experienced.  An hour later Mr. [redacted] called our corporate office to say he was not happy with the way Mr. [redacted] handed his concerns.  Mr. [redacted] called Mr. [redacted] back and asked him why the change in his decision and offered to refund him $50 in place of the VIP Certificate.  Mr. [redacted] again accepted this resolution and stated he wanted to be involved with the punishment against [redacted].  Mr. [redacted] said he’d have to call him back.  The more he thought about it he felt the VIP Certificate was a fair resolution and it was issued.  Please be advised 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,[redacted]Executive AssistantU-Haul International

August 8, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer, [redacted] the Traffic Control Manager of [redacted] informed us a total refund of $146.88 and the reservation guarantee of $50.00 were credited to [redacted] card...

today.

The credit should appear on [redacted] 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,

U-Haul Executive Assistant

October 8, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Please be advised U-Haul does not offer any Military or Student Discounts when renting a U-Haul truck.  We do have some Independent U-Haul Dealers...

stationed close to military bases that may offer a discount but it is not U-Haul policy.  I apologize for any misunderstanding.  I also want to explain that a one-way rate is a flat fee from point A to point B.  We allow a certain amount of days and miles, if renting a truck, to complete your move.  The days and miles are generous to allow for loading and unloading and unexpected detours you may incur along the way.  Only on an in-town rental do we charge for each rental period the U-Haul equipment is kept and for each mile the truck is driven.  The Terms and Conditions listed on the Rental Contract Addendum and Contract Holder states “Customer agrees that there is no refund for unused time or mileage.”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

January 31, 2016

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Revdex.com ID#: [redacted]

Ref#: [redacted]

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

Paul B[redacted], our Executive Assistant for our Northern

Arizona Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office the fees for the

rental were waived for all three U-Boxes. 

Our GM, Mark H[redacted] called Ms. [redacted] and explained the holdup was

the credit card on file and the ship to address.  With the rental fees waived and the information

updated now, her boxes are scheduled to ship out this coming week.

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