U-Haul International, Inc.

May 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the $100 refund to Ms. [redacted] account did process. However, I erred in relaying a VIP Certificate for $100 was also issued to Ms. [redacted], when in fact the correct amount was $40. In the interest of customer good faith, I went ahead and sent Ms. [redacted] another VIP Certificate for $60 due to my error and apologize for the inconvenience this may have caused.

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

January 30, 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 Nebraska regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology as well as advised him of a refund for the rental fee of $16 back to his Visa account. The refund should post on Mr. [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

September 6, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Scott P[redacted], our Area Field Manager for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Upon investigating this claim, no mirror was missing at the return and no other issues found with truck. I had the drop off location test drive and inspect. As I do appreciate your business and am issuing you a $20 VIP as customer goodwill that can be used at all UHaul locations for any service we provide. Again, thank you for your business.   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

July 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted]...

[redacted] regional office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello [redacted] I apologize for the confusion you received from one of my representatives. I will honor the reservation guarantee as it appears it was not explained properly to you.. Thank You, [redacted] Marketing Company President

The refund for $50 was issued by check and Ms. [redacted] should receive the 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

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, followed up on the information Mr....

[redacted] provided. He informed our office that messages have been left for Mr. [redacted]. We have no record of calls requesting assistance from Mr. [redacted] during his rental, which consisted of traveling over 1,200 miles. Mr. [redacted] also mentioned there have been no repairs needed to the truck in question and was rented one-way back to Houston without incident. The truck was taken to a shop where an oil change was done and no issued found. At this point, Mr. [redacted] stated a refund is not warranted.

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 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

 

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

 

[redacted], our President for our Idaho Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed their decision in the matter remains the same. His office confirmed the refund for $50 was issued back to Mr. [redacted]’s [redacted] Card account ending in [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

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our East Bay Regional...

Office located in Oakland, CA, followed up on the information Dr. [redacted] provided. He informed our office he spoke to Dr. [redacted] and was able to reach an amicable resolution. A refund for $143.35 was issued as an adjustment on his move 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

October 5, 2016   Revdex.com ID#: 11737789 U-Haul Ref#: 1192874   Thank you for your...

concern for our customer Ms. [redacted].   Drex J[redacted], our Area Field Manager for our Idaho Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and discussed her concerns.  He explained he issued her a full refund in the amount of $91.16 for non-use of the towdolly.  The refund should post on her next Visa 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 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Our records indicate a refund for $80 was issued back to Mr. [redacted]’s [redacted] account on August 24th and should post on his next credit card statement if not already.  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

May 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, left a message for Mr. [redacted] requesting a return call to personally...

address his concerns. He explained the lessee listed on the rental contract is responsible for the debt, which came to $750 and only $200 was collected at the time. He will discuss the information with Mr. [redacted] when he hears back from him, if not already.

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

March 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms....

[redacted] and discussed her concerns. She explained to Ms. [redacted] that her contract was only modified to replace her original AutoTransport number with another one that she was to pick up on March 5th. There was no additional charge for the AutoTransport, therefore, the $200 refund our GM processed was correct. Ms. [redacted] advised Ms. [redacted] of a refund for the $50 Reservation Guarantee Fee. She also offered her apology for our GM’s unprofessional behavior and assured Ms. [redacted] the issue would be addressed.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 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted]’s recent comments to our office.  [redacted], our President for our Las Vegas Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed he has spoken to Ms. [redacted] on several occasions and explained just because the car dealership doesn’t recommend her towing a trailer, doesn’t mean it can’t be done.  Please be advised we go through thorough testing on vehicles to make sure we recommend safe hook-ups.  Mr. [redacted] apologized to Ms. [redacted] for what happened to her car but also explained we are not at fault and a refund will not be issued.Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

June 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I did confirm that the refund for $50 was issued back to Ms. [redacted]’s [redacted] account on June 11th. A credit card company has 30 days to post the credit to the account. If the refund does not post on Ms. [redacted]’s next credit card statement, we can trace the credit and provide Ms. [redacted] with a reference number to confirm the 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

February 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mr. [redacted] provided. She informed our office Mrs. [redacted] contacted her on February 14th. Ms. [redacted] attempted to discuss her concerns, however, her participation in the conversation was basically listening to Mrs. [redacted]. From what Mrs. [redacted] relayed, Ms. [redacted] concluded they were not happy with how the hitch looked on their vehicle and wanted it removed. Ms. [redacted] stated they would be happy with removing the hitch but will not be able to refund for the labor to install the hitch, which was $171.75. If they wish to file a claim for damages, they will need to contact [redacted] and can be reached 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

February 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 [redacted] Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. Ms. [redacted] relayed she did not have the hitch removed before she left for Texas because she did not have time and was also not happy with the fact Ms. [redacted] did not give her the rental for free. After Ms. [redacted] hung up, Ms. [redacted] called back and left a message explaining she would issue her a refund for the hitch, the hitch ball and converter plus tax for a total of $215.23 in addition to the refund for $537.84 that was already refunded.

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 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted]’ concerns to our office,

Please be advised since Ms. [redacted] is claiming damages, she needs to contact [redacted] Insurance...

Company to file a claim. They can be reached at ###-###-####. They will first take a phone report and then have an adjuster contact her back to address her concerns.

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

Sincerely,

Executive Assistant

U-Haul International

November 21, 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 West Sacramento Regional Office, followed up on the...

information Ms. [redacted] provided and sent her the following email in response:We have received your concern via the Revdex.com of Arizona. I have researched your reservation. I found that we had Scheduled and Confirmed your reservation for a one way 14’ truck on October 31st for pickup on Nov. 1 at our location at [redacted]. The truck was scheduled for pickup at Noon. We sent you a text message with that information on 10/31 at 9:45 a.m. since that was your preferred method of contact. When the equipment was not picked up at Noon on 11/1, we called you at Noon and left a message that if the equipment was not picked up, we would cancel your reservation. At 12:48 p.m. on 11/1 another truck was reserved for you at [redacted] with a 3:30 p.m pickup. I am assuming that you were at the location on Texas Street. According to you, " We couldn’t go to other cities and risk if a truck would be there or not." The truck was there, unfortunately you decided not to go to Dixon. We make every attempt to get our customers the equipment they request at their preferred location but there are times customers must go to another location. You also state you "haggled and pleaded for an hour and a half" to get the locations in town equipment. We have vehicles that are designated for in town rentals only. You pickup and return to the same location. If a customer takes that equipment and drops it at another location, the charge is double the one way rate. The dealer saved you from having this charge. Dixon is approximately 20 miles from Fairfield and if you had gone there, you would have been back to Fairfield by the time you were still trying to the local truck. I’m sorry you feel we didn’t honor your reservation. Once we confirmed and scheduled you at the North Texas location, we honored your request, you failed to pickup the equipment and it was rented to someone else. 

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 24, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information...

Ms. [redacted] provided.  She informed our office she spoke with Ms. [redacted] and advised her of a refund for the full amount as requested, $79.07.  Ms. [redacted] should receive the 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

I have receipts for gas for two trucks.  One to go down and retrieve the truck that was supposed to be trailered up to Indiana with the uhaul truck.  And gas to drive that truck back to Indiana.  450 miles.  The rental for the trailer was messed up by the uhaul Rep NOT us.  We also lost work pay for that weekend having to go back down to get the truck.  We had no where to stay that night with two dogs when the trailer was not usable.  This is uhauls fault.  We could have had another trailer rented had we known.  Uhaul reps fault.  NOT OURS.  But we had to pay to rectify uhauls fault.  This should all be refunded.  We did not get 30% refund.  $75 will not rectify uhauls mistake costing us gas for two trucks and loss of work.

January 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Center at [redacted] in [redacted],...

followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] originally came into his U-Haul Center to reserve four U-Boxes a week before his move. At that time we had no U-Boxes in the area available. Other options were offered, such as a U-Haul truck or a trailer to make his move. Mr. [redacted] was also advised the nearest location with U-Boxes available was approximately an hour and a half away. Shipping rates to have the U-Boxes delivered to Mr. [redacted]’s door would have been around $800. Mr. [redacted] relayed he was going to go home and think about renting the truck and would call us back. He, instead, went home and reserved the U-Boxes online and then showed up at our U-Haul Center on July 22nd to pick them up. The nearest U-Boxes were still in Peoria, IL, which is an hour and a half away. His Honda Civic also did not have a hitch and was not capable of towing the U-Box trailer and U-Box if it did. Mr. [redacted] offered options of having the U-Box truck deliver the U-Box or rent a U-Haul truck to tow the U-Box trailer and U-Box to self deliver. He also explained all costs involved in renting the truck to tow the U-Boxes, which was cheaper to do than to have the U-Boxes delivered. Mr. [redacted] was okay with the price and agreed to the contract. Mr. [redacted] stressed that Mr. [redacted] was advised from the beginning there were no U-Boxes in the area and if he reserved on short notice, he would need to travel to secure them. Please be advised the charges are valid and will stand.

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