U-Haul International, Inc.

April 30, 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 informed our office he has been in contact with Mr. [redacted] and is currently working on making things right with him.

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 27, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Joanna F[redacted] our Traffic Manager for our North Philadelphia Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office...

she sent Mr. [redacted] an email explaining she issued a refund for $12 as requested 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,Maria P[redacted]Executive AssistantU-Haul International

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Gm for our U-Haul of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] on...

or about March 10th to obtain additional information and advise her that the charges had been corrected and a refund for $94.91 was issued back to her Visa 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

October 20, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Anthony J[redacted], our President for our Central Indiana Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he authorized payment to Mr. [redacted] through [redacted] Insurance Company.   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

Due to length of response, it could not be posted to the Extranet.  Response was emailed to [redacted] of the Revdex.com of Phx instead.
Thank you,
Maria P[redacted]
U-Haul International

April 4, 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 Coastal South Carolina regional office, followed up on the...

information Ms. [redacted] provided. He informed our office, in addition to the refund for the $50 Reservation Guaran[redacted] Fee issued to her [redacted] account on March 28th, a supplemental refund for $80 was issued as an adjustment on her rental back to the same [redacted] account today. Both credits totaling $130 should post on Ms. [redacted]’s 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 customers [redacted] and [redacted] whose name appears on the contract. [redacted] the GM of the [redacted] Center spoke to [redacted] and informed her he would give her a 30 day free storage coupon to be...

used next year for [redacted] college move.

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, [redacted] Executive Assistant

U-haul International

June 27, 2016
 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted] - R
 
Thank you for your concern for our customer Ms. [redacted].
 
Elijah M[redacted], Marketing Company President, reached out and confirmed the claim submitted has been approved for payment. Please reach out to the claims adjuster, Will R[redacted] for more details at ###-###-####, 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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

August 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our President for our Northern Louisiana Regional Office, followed up on the...

information Ms. [redacted] provided and sent her the following email in response:
Mrs. [redacted], I was sorry to hear that your move did not well. After reviewing your file and letter to the Revdex.com this is what I see. When your reservation was made we had conditions in the reservation system that let our customers know we were covering any new reservations with equipment coming into the area and that traveling was a possibility. I see we offered you a 20' truck in Boyce as soon as it came in from its rental but it was declined because of the size of your home. Did you actually travel to Boyce? Next I see where we had your requested equipment in Leesville and traveled to this location and rented the equipment. You are correct that your were not given enough additional miles to cover your trip and our location that you dropped off the equipment too could have handled this part of your rental better. I see where that location has refunded the mileage that was charged and we have credited your card 50.00 for our reservation guarantee. If you added oil to the truck we will gladly refund you for that as well. Please let me know what more that we can do for 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

October 1, 2014

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 Idaho Regional Office, reviewed the recent comments from Ms. [redacted]. She informed our office she left a message for Ms. [redacted] requesting a return call. She also mentioned she would like to issue her a refund for the extra item she purchased in Coos Bay.

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

November 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Northern Louisiana Regional Office, advised our office the Reservation Guarantee Fee was refunded and the mileage was returned at the time of the check-in.  She stated U-Haul fulfilled our obligation to Ms. [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,[redacted]Executive AssistantU-Haul International

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Illinois Regional Office, reviewed Ms. [redacted]’s recent comments and made two separate attempts to reach her by phone but was unsuccessful. Therefore, he sent her the following email:

[redacted],  I want to thank you for taking the time to share your recent experience at our U-Haul location. Your feedback is very important to us as it allows us to better understand how we can improve our service to you.?? I am sorry for the unsatisfactory experience during your recent move. Please be assured that we want to provide you with an exceptional experience every time you move with us. From your feedback, it is clear we did not meet your expectations. Again, I am truly sorry we disappointed you.?I want you to know that I have already taken action on your feedback. After reading your experience, I immediately shared the information you brought to our attention with the local U-Haul our staff. Additionally, this information is reviewed with our store as part of our ongoing commitment to improving your moving experience. We appreciate your business. Moreover, I left a message on your voicemail to personally speak to you regarding your experience. Please contact me at your convenience. [redacted] Marketing Company President ###-###-####

 

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

February 19, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate Ms. [redacted] originally filed a Customer Action Form...

with Customer Service on October 5, 2013 regarding her rental that took place on September 28, 2013. A message was left for her on October 8th requesting a return call. We have documented on November 4th that Ms. [redacted] has not been able to call back due to a hospital issue. Ms. [redacted] mentioned she has spent six months trying to reach our Field Manager, however, her rental was not even quite 5 months ago. [redacted], our Area Field Manager for our Iowa regional office, confirmed there were no needed repairs to the truck surrounding Ms. [redacted]’s rental, nor did we find any breakdown calls. He issued a refund for $200 due to the missing dolly and for the dirty truck she was given. The refund was issued back to her Visa 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

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, informed our office she received the bill for Mr. [redacted]’s moving helpers and issued him a check for the amount he paid, $379.95.  He should receive the check within the next 10 business days.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

September 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted]...

provided. She informed our office she left a message on [redacted]’ voice mail advising her she can contact [redacted] Company to file a claim. She provided the telephone number for [redacted] as well as her call back number if [redacted] wished to speak to her.

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 11, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].   Michael B[redacted], our Area Field Manager for our Baltimore Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Mr. And Mrs. [redacted], I wanted to put it in writing instead of calling you to let you know that I gave you a full refund of $263.52 back to your credit card. I am so very sorry for the issues that you encountered. Between the poor customer service and the truck breaking down, I feel you are entitled to your money back. Respectfully yours, Mike B[redacted] Area Field Manager Uhaul Co of Baltimore   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

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted]’s concerns involve Moving Help. He was sent...

an email on how to start a claim with the service provider and was provided with all the service provider’s information as well.

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

Sincerely,

Executive Assistant

U-Haul International

May 15, 2015

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

odometer history for mileage discrepancies and found none. He had previously advised Ms. [redacted], unless she had any other information to show why the truck odometer was wrong, he could not make any type of refund on her rental.

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 23, 2016   Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Mark R[redacted], our President for our Corpus Christi Regional Office, followed up on the information Mr. [redacted] provided and sent the following email in response: Hello Mr [redacted], first of all let me apologize for any inconvenience we may have caused you in not being able to accommodate your move. I have personally requested a check be mailed to your [redacted] and should be receiving this check. If you still have issues of not receiving this check please call me at [redacted], Mark R[redacted], President, U-Haul Co of Corpus Christi. Thank you in advance.   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

March 20, 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 Seattle regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she called the telephone number listed and reached his mother. She suggested Ms. Mai send Mr. [redacted] an email requesting a call in order to personally address his concerns. As of March 17th Ms. Mai has not heard back. Ms. Mai can be reached at (206) 384-4354.

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