U-Haul International, Inc.

July 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 [redacted] regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] a letter offering her apology for the inconvenience he experienced and also advised him of a refund for $20 that she issued back to his [redacted] 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,

Executive Assistant

U-Haul International

August 14, 2014

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

[redacted] the Executive Assistant in our [redacted], AB Regional Office sent an e-mail to [redacted] apologizing for her recent experience with our company. [redacted] also...

informed [redacted] she was refunding the entire amount of the rental of $90.23 to the credit card on file.

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

June 25, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Atlantic Canada Regional Office, followed up on the information Mr....

[redacted] provided and sent him the following email in response:

Good Day Mr. [redacted], I apologize that we were unable to provide the exact size of truck with the exact requested time. However we cannot guarantee reservations until we do the scheduling call closer to the pick up date, as it's impossible to know exactly where our trucks will be until a few days beforehand. It's the nature of our trucks (as they go oneway) that they're constantly on the move and changing cities all the time. It is the case that we are doing our utmost to accomodate all reservations. I see that we were able to offer you a 17' truck on the 26th at 9am until 27th at 9am. If this is unsatisfactory, then we can certainly keep you on the waiting list, and if something becomes available we can let you know, but as it stands right now, that offer would be the closest we could accomodate for your requested equipment and time. If you'd like finer details for our reservation guarantee, go to http://www.uhaul.com/Search/All/is-my-reservation-guarantee for the policies and conditions. I am willing to help you in any way I possibly can, and if you have any further questions or concerns, feel free to contact us back here, or in traffic at ###-###-####.

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 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

on the information Mr. [redacted] provided. He spoke briefly to Mr. [redacted] and is currently awaiting a return call to discuss our fuel program. He also issued a refund for the fuel charge in the amount of $31.41back to Mr. [redacted]’s [redacted] 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,

 

Executive Assistant

U-Haul International

May 17, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Tavis L[redacted], our President for our West Central Colorado Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Ms. [redacted], My name is Tavis L[redacted] and I am the Marketing Company President of U-Haul of West Central Colorado. I am reaching out to you in attempt to speak to you about your complications you had with your move. I do apologize for the inconvenience you experienced and would like to discuss and find a resolution for you. We appreciate your business, as when it comes to moving you have many different options and we are sincerely appreciative of the chance to serve you. Please feel free to call me directly on my mobile or through email which ever you prefer. Thank you for your time. Tavis L[redacted] Marketing Company President, U-Haul of West Central Colorado ###-###-####   Mr. L[redacted] assured our office retreads are not used on U-Haul trucks and the repair history on the truck Mr. [redacted] rented confirms when tires were replaced on the truck, they were new tires.  He also mentioned Ms. [redacted] contacted him and they are discussing options for a resolution along with her husband.  Ms. [redacted] will be calling Mr. L[redacted] back.   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

January 6, 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. She informed our office that...

appropriate refunds were issued back to [redacted] credit card and they are currently waiting to hear back from [redacted] to confirm NSF fees.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

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, reviewed the information Mrs. [redacted] recently provided. She advised our office that at this time Mr. and Mrs. [redacted] need to have their claim investigated by [redacted] Insurance Company. Once the claim is resolved and closed, her office would be willing to revisit her concerns regarding rental fees. Their decision will be based on the outcome of the resolution from [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

This company is horrible!!! I used them last year and thought this time it might be a little better. WRONG!!! I called the location I scheduled for pick up twice before the actual day and was told my truck would be there. The night before I get an email stating I had to drive 20 miles out of my way to a place I never heard of to pick my truck up. Not only was I inconvenienced but so were the people helping me. I was basically told by Uhaul tough [redacted] and made out to sound like a liar. Their customer service needs training big time!!! I have blasted Uhaul and their employees all over social media. Stay away from them!! I will file a complaint with the Revdex.com and will find many more that will also!

Uhaul Box has been missing for almost a month. At this point I don't even care if they do what we payed them thousands of dollars to do and deliver the box, I just want to know where our belongings are. Most of the things in there are irreplaceable to us and I would at least like the opportunity to attempt doing Uhauls job for them.

Uhaul refuses to give us a solid answer and has nothing but lies to offer us. Each time we call asking where it is, or when it will arrive, they give us the same answer, "It's arriving tomorrow". There have been well over 7 tomorrows. We had scheduled the delivery to be 6/4/14, 4 days after we arrived at the desired drop off location. Initially, we found that Uhaul hadn't even sent a requisition form to have it moved from it's original location. We found out this information a week after it was supposed to arrive.

Uhauls COMPLETE LACK OF ACCOUNTABILITY is disgusting and they need to answer not only to me, but to the hundreds of other people who's containers have been lost, their valuables been destroyed, and lives disrupted because of some jerk that doesn't care about their customers after they've received your money. Some have even mentioned that they may be falsifying paperwork to complete some sort of contract with their local business (paper work arrives to the customer extremely late, or not at all, and then surprise charges show up only after Uhaul's own incompetence has led to the additional charge,whether it be because of a change in service or completely lacking in reason).

Uhaul obviously does not care about it's customers, as evidenced by the hundreds, if not thousands, of startlingly negative reviews on the web.

I feel like they robbed us and I feel powerless in this situation. I will never be putting myself in this position again and I was hoping that the Revdex.com would be able to help me, and if not me, then the people in the future that PURCHASE this service.

It was not disclosed to me that U-haul would charge .99 a mile over what you would assume would be the total distance of the trip. I had no idea until they charged me $70.00 more than my original price, I made 3 trips to my house and back for three loads one day and was charged a total of $135.00 plus fuel !!!!!!!!!!!!!! I lived 20 miles away!! It wasn't like I was driving from state to state. Never again U-haul.!!!! your advertisements are bull!! $29.99 a day is false advertisement and I will never fall for it again!!!!

June 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Oklahoma City Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office, in an effort to resolve Ms. [redacted]’s concerns, [redacted] Insurance Company offered to issue her a refund of $1,000. Ms. [redacted] declined. Because her claim involves a loss, she was told she would need to pursue her claim with [redacted] Insurance Company. Ms. [redacted] stated she would contact [redacted] but if they are not able to do anything else she would be contacting an attorney.

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

April 13, 2016

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

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

Thomas S[redacted], our Executive Assistant for our Rhode Island Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Mr. [redacted], I have issued a credit of $63.25 the amount calculated after issue of $20.00 VIP . Sincerely Thomas S[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

Tell us why here...

August 21, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our West Texas Regional Office, followed up on the information Mr....

[redacted] provided.  She informed our office she contacted Mr. [redacted] and explained the destination never got changed.  Mr. [redacted] was advised of a refund for $172.59 he was charged at our receiving location and that also the Promissory Note for $74 was removed.
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 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our President for our Las Vegas West Regional Office, followed up on the...

information Ms. [redacted] provided.  Our GM of our U-Haul Moving and Storage at N. Rancho Dr. validated the hook up and found it to be a safe hook up.  Any issues with Ms. [redacted]’s vehicle should have been handled with a mechanic prior to making the move.  Mr. [redacted] spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced, but also explained we were not responsible, nor will we reimburse her for her transmission repairs.
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 28, 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 Iowa Regional Office, reviewed the recent information Dr. [redacted] sent your office. She informed our office she spoke with Dr. [redacted] and offered an apology that her concerns had not been addressed and assured her this was not the norm for U-Haul. Ms. Lloyd explained they will take steps to prevent the situation from repeating itself. During their conversation they were able to reach an amicable resolution. Ms. Lloyd has issued a supplemental refund for $816.

As we value Dr. [redacted] as a customer, Ms. Lloyd also sent her a $300 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.

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

September 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Office, reviewed the recent comments Mr. [redacted] relayed to your office. She issued a supplemental refund in the amount of $32.96 as requested back to Mr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental...

agreement.

According to the rental contract, Mr. [redacted] rented a 14' truck from [redacted] on June 12th to go one way to [redacted], WI. The truck rate was $163. The one-way rate allowed 102 miles and 1 day use of the truck to complete their move and drop at their destination as documented on the contract. The truck was rented with 3/8 tank of fuel and returned with 1/8 tank. Per the fuel agreement listed on the contract, if the truck is returned with less fuel, we will charge $5 a gallon and $30 Service Fee to bring the fuel level back to the same level as when it was dispatched. A Promissory Note is on file for the $82 fuel charge.

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 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your...

concern for our customer Dr. [redacted].

[redacted], our Executive Assistant for our Boston regional office, followed up on the information Dr. [redacted] provided. He sent Dr. [redacted] the following email:

Good morning Dr. [redacted], I am contacting you in reference to a claim that was brought to my attention. I want to apologize if you felt as though our location at [redacted] treated your unfairly or with disrespect as this isn't common practice from any of our general managers and/or theirs staff. Currently the two employees you have spoken of are no longer at this location. So I will apologize in their behalf. I have gone in an waived the $50 lien fee on your account and also as a courtesy I am waiving $69.95 for the month of November. As of right now you owe $71.90. I also wanted to take the time to explain our policy. Your alternate contact will continue to be contacted as long he is listed on the account. This can't be changed as we have to have a second point of contact in case of an emergency, second contact, and gets all correspondences needed. If you would like to change your alternate contact we can most certainly change. I am sorry you feel as though this is harassment but this is the protocol we use to get in contact to our customers. Again, I apologize for any inconvenience this may caused if there is anything I can do for you feel free to contact me directly. [redacted] Executive Assistant U-Haul Company Boston [redacted] ###-###-#### - office ###-###-#### - toll free ###-###-#### - cell [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 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President...

for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that approximately three months ago he spoke to Mr. [redacted] and explained that although we appreciate his business, the additional free mileage he was given on past rentals would not longer be offered on any future rentals. Mr. [redacted] continued to request discount options and Mr. [redacted] replied that he was welcome to contact our Corporate Moves Department to see if they offered commercial type rates that would help him. On a local level, however, Mr. [redacted] went on to relay that the additional miles at no charge would discontinue. He also apologized for any inconvenience. More recently, on January 6th, Mr. [redacted] contacted Mr. [redacted] to discuss his rental regarding a truck he rented that he states had lost power and smelled like antifreeze. Mr. [redacted] apologized and stated he was not aware of the specific circumstances surrounding his rental but he would make some calls to research the issue. Mr. [redacted] spoke to our Repair Dispatch Manager and was told a wrecker company had picked up the truck in question and it was inspected by a mechanic. The report came back that there was nothing found mechanically wrong with the U-Haul truck. Mr. [redacted] relayed this information to Mr. [redacted]. Before he could finish with his explanation Mr. [redacted] became agitated and asked Mr. [redacted] if he was accusing him of making the story up so he didn’t have to pay the bill. Mr. [redacted] replied that he was not saying that and asked if he needed another truck to finish the move. Mr. [redacted] said he did not but that he wanted some type of compensation. During the same conversation Mr. [redacted] brought up their previous conversation about contacting Corporate Moves. Since we were not able to accommodate him, Mr. [redacted] advised him that he believed [redacted] and [redacted] have commercial rates that might work for him. Mr. [redacted] told Mr. [redacted] he needed to allow him to talk, therefore, Mr. [redacted] only listened to him state how he spends thousands of dollars with U-Haul and how he felt he was being disrespected because we would not give him his money back on this rental. After Mr. [redacted] was done, Mr. [redacted] asked if he was finished and ended the conversation.  Please be advised a refund will not be issued. 

As far as the E-Alert file, Mr. [redacted] advised our office that it appears the balance of the rental was paid and Mr. [redacted] has been removed from E-Alert. He also mentioned that according to the mechanic at the repair shop where the truck was taken, the truck had been driven over what looked like a bucket of drywall as it was all over the undercarriage and on the side of the 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

February 3, 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 Western Ontario Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office they found no mechanical issues with the truck Ms. [redacted] rented but asked that we pass on her apology for any inconvenience she experienced. Ms. [redacted] also mentioned that the reason Ms. [redacted] was put on E-Alert was due to her verbal abuse toward our U-Haul Center staff and the continuous harassment she caused toward them. A full refund for the rental in the amount of $251.99 was issued back to Ms. [redacted]’s [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