U-Haul International, Inc.

February 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Dave Horn, the Regional Manager for RepWest Insurance Company, advised our office he sent your office a letter explaining they are in receipt of Mr. [redacted]’s claim and once they have a resolution, his office will be in contact with him. He also relayed that if your office has further questions, you can contact him 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

March 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref[redacted]   Thank you for your...

concern for our customer Mr. [redacted].   [redacted], our President for our Memphis Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she honored the $50 Reservation Guarantee Fee and issued the refund back to Mr. [redacted]s Discover credit card account.  The refund 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, Maria P[redacted] Executive Assistant U-Haul International

September 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our West Houston Regional Office, informed our office he spoke to Mr. [redacted] and they were able to reach an amicable resolution.  Mr. [redacted] will meet with our Hitch Pro mechanic to fix the installation to his satisfaction or have the hitch removed for a full 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,[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,[redacted]  

P.S. [redacted] was very professional and sympathetic. Great job on he's part. Thank you Revdex.com

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

November 10, 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 Richmond Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in response:

Dear Ms. [redacted], Thank you for taking the time to contact us. I have discussed your issues with our Traffic Manager and with the Area Field Manager that oversees the dealer where you picked up your equipment. I apologize for any confusion regarding your rental rate that you were charged and any inconvenience this may have caused you. After researching your reservation, we have credited your credit card that was used to make your reservation in the amount of $271.21. Again, I am sorry. If I can be of further assistance, please feel free to contact us.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

August 22, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers Mr. and Mrs. [redacted].  
[redacted], our President for our Atlanta North Regional Office, followed up on the...

information Mrs. [redacted] provided.  He informed our office the full amount of the rental was refunded due to the breakdown Mr. [redacted] experienced with 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,

Executive Assistant
U-Haul International

January 15, 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 the recent comments Ms. [redacted] relayed to your office. She reiterated to our office that Ms. [redacted] was never scheduled at her preferred pick up location. When she made her reservation she was provided with the specifics online, which included This location is a preference only. A confirmation email that was sent to Ms. [redacted] relayed that a local U-Haul representative will contact her to schedule her at the most convenient location with available equipment. We did offer an alternate pickup location, however, Ms. [redacted] declined and opted to go to another moving company, which ended up costing her more money. Although her situation did not warrant the refund of the $50 Reservation Guarantee Fee, we did make the refund. Please be advised our decision in the matter remains the same. 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,

Executive Assistant

U-Haul International

March 30, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Carolyn Jones, our Executive Assistant for our Louisville, KY Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and advised her she spoke to our U-Haul Center GM and he relayed he has not seen the dresser mirror.  If Ms. [redacted] would like to file a claim for a loss, she would need to contact RepWest Insurance Company at 800 528-7134.  A phone report will be taken and then an adjuster will contact her back for further follow 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

Tell us why here...

September 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided.  He informed our office he reviewed the...

security camera and found [redacted] never spoke to a CSR at our U-Haul location when he returned the truck.  Two vehicles were waiting in the parking lot for [redacted].  Nobody got out of either vehicle.  [redacted] waited a minute in the showroom as our CSR was behind the building filling propane for another customer.  [redacted] walked back outside, gets the key from the U-Haul truck and walks back in and leaves it on the counter.  [redacted] then walks back out of the U-Haul Center, gets in his vehicle and leaves the parking lot with the other vehicle following him.  [redacted] checked the dispatch of the U-Haul truck [redacted] rented and found no cash was collected at time of rental.  [redacted] will invite [redacted], if not already, to come to our U-Haul location to review the video with him and ask [redacted] to walk him through the chain of events since what we have on video does not match what [redacted] relayed in his letter to your office.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 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Customer Service Program Manager for U-Haul International, as well as our Marketing Company...

President for the area in question followed up on the information Mr. [redacted] provided and corresponded with him by email. Please be advised through our research we show Mr. [redacted] did not have a U-Haul reservation. He showed up at the last minute to rent equipment because a competitor did not meet his reservation with them and he demanded we match their rate. We did not promise to match rates with that competitor. We did offer Mr. [redacted] alternatives, which he declined. He did, however, accept and rent U-Haul equipment at the best rate we could provide at our Harahan, LA U-Haul location. If Mr. [redacted] had equipment issues, he could have reported them to our Roadside Assistance Department that is available 24/7, which we have no record of him contacting.

A $200 VIP Certificate was sent to Mr. [redacted] in the interest of customer goodwill 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

[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 accept the response I got from Mr. Fred W[redacted]  Should I not receive a cheque like he promised, I am to get in touch with him at his personal phone number.  I think this situation has been resolved and I wish to thank the Revdex.com's in all the different cities that helped me to resolve this situation after a year of trying to settle with U-Haul directly.  They never answered any of my requests or forwarded my documents to Mr. [redacted] so I'm happy that I contacted the Revdex.com when I did because I was getting very frustrated.
Thank you very much,

I have reviewed the response made by the business in reference to complaint ID 11141550, 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,

Lillian Wolfe

February 16, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]  

justify;">Thank you for your concern for customer Mr. [redacted]   Our Eastern New York Regional Office followed up on the information Ms. [redacted] provided.  I was informed a refund for $74.50 was issued back to their Visa account on February 13th along with an additional refund for $10.50 issued today.  Both refunds 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, Maria P[redacted] Executive Assistant U-Haul International

April 6, 2015

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] objection to our office.

Please be advised the information in Mr. [redacted] complaint is a duplicate of what was sent to us in...

Complaint ID# [redacted]. I have copied my original response below:

April 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], as listed on your complaint overview. We have our customer listed as [redacted].

[redacted], our Executive Assistant for our NW Ohio Regional Office, followed up on the information our customer provided and sent him the following email in response:

Dear [redacted] U-Haul has been a leader in the do-it-yourself moving business for over 60 years. Our commitment to providing our customers with a better product at the lowest cost with the best service has enabled us to stay in business this long. We value you as a customer and apologize if your most recent experience with U-Haul was not to your satisfaction. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. I Spoke to prior GM who had made agreement with the customer on contract to store freezer for one week, customer moved in 10/31, on 11/5 customer was contacted to remove the freezer, customer stated they would be there by 11/8 to move it out, on 11/11 customer was contacted again to remove freezer. Freezer was then delivered by center employees to the customers residence. There is no mention of a deal to leave sofa in hallway. Customer is responsible to secure their belongings, leaving personal property sitting in a hallway leaves it open for anyone entering that facility to take it out of there. I apologize for any inconvenience this may have caused but there is nothing that I can do for you after such a long period of time has lapsed since we can no longer pull any video to see who may have taken it out of the facility. Sincerely, [redacted] U-Haul of N..W. Oho

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 continued support.

Sincerely,

Executive Assistant

U-Haul International

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Memphis Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office he left a message for Ms. [redacted] requesting a return call to personally address her concerns. He also relayed he had issued her a refund for $50 as an adjustment on her rental. The refund should post on her next Visa credit card statement.

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

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s recent comments to our office for another review.

Please allow me to reiterate that the limit Mr. and Mrs. [redacted] chose for Safestor Protection was in fact refunded along with a full refund for what they paid us in storage rent. As our Storage Manager for our Ohio regional office, [redacted], had previously relayed, all warranted refunds have been issued.

Thank you for your continued concern and support.

Sincerely,

Executive Assistant

U-Haul International

March 2, 2016   Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Albert J[redacted] a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hello [redacted] Based off of the details provided, we do not see any information in our system that would prevent you from doing business with U-Haul. If any additional information is available from a recently denied rental, please provide us with as much information as possible. Also, if you are denied a rental in the future, please call us a[redacted] while you're at the location so we can investigate this further. Thank you Albert J[redacted] U-Haul customer service senior agent phone [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, Maria P[redacted] Executive Assistant U-Haul International

June 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 Central New Jersey...

regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She relayed that payment for the move was taken on May 17th. Ms. [redacted] was quoted 14 business days for delivery, which would have been by June 5th. The U-Box was actually delivered on May 28th. The U-Box was delivered to Ms. [redacted]’s residence at no charge. Ms. [redacted] offered her apology for communication issues in her message and advised her of a refund for $100 as an adjustment in addition to the $50 previously issued. Ms. [redacted] should receive the refund check 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

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Area Field Manager for our Lower Hudson Valley Regional Office followed up on the recent information Mr. [redacted] relayed to your office. He personally went to our U-Haul location to check the tires on the U-Haul vehicle Mr. [redacted] rented. He assured our office the tires on the van have not been changed and are in perfect condition. 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,

Executive Assistant

U-Haul International

July 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he...

voided the $50 VIP Certificate and issued him a refund for $50 back to his Visa account. The refund 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,[redacted]

Executive AssistantU-Haul International