U-Haul International, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and am continuiing to try to contact Uhaul in Washington to resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

Am trying to contact [redacted], but the time zone difference makes it difficult as I must call the office about 7am my time which is 4pm Washington time. I am working overseas so it is more convenient if I call them Also I don't understand the "options" for the Revdex.com web site.

October 2, 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 Baltimore Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she found Mr. [redacted] had two reservations.  When he received the voice message on this reservation for scheduling, he went on line and made a reservation instead of calling us back to talk about options.  Although we are not at fault, Ms. [redacted] relayed a refund for $50 was issued to him in the interest of customer good faith.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 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Razmin M[redacted], our President for our Central Canada Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office he spoke to Ms. [redacted] and she expressed her appreciation for his follow up.  Mr. M[redacted] provided his cell phone number to Ms. [redacted] so she can call him directly for any new reservations.  He also mentioned Ms. [redacted] did receive a $600 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, Maria P[redacted] Executive Assistant U-Haul International

September 26, 2016   Revdex.com ID#: [redacted] U-Haul ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Tristan D[redacted], our Executive Assistant for our Central North Carolina Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office, in an effort to promote customer good faith, a refund for the remaining balance of $250.12 for local delivery and storage services rendered was issued to Mr. [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, Maria P[redacted] Executive Assistant U-Haul International

October 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].  [redacted], our Field Manager for our East Bay Regional Office located in Oakland, reviewed Ms. [redacted]’s recent comments to your office.  He informed our office he has been in contact with Ms. [redacted] and is currently working on reaching a resolution.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 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our New Mexico Regional Office, followed up on the information Mr. [redacted]...

provided and sent him the following email in response:

Mr [redacted] I will refund the extra days and miles that were alowed on the contract, but you signed the contract to go from Artesia to Clovis and you dropped off in Albuquerque. So I am not understanding your dispute on the wrong destination charge. Thank you [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

U-Haul International

June 28, 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 South [redacted] Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. As we value Ms. [redacted] as a customer, Ms. [redacted] sent her a VIP Certificate to cover one month storage and also gave her a refund for one month of storage she had with our U-Haul location in Fort Worth.

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 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], Senior Staff for our Ohio Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms....

[redacted] advising her the charges will stand.  Ms. [redacted] signed a contract for an in-town move, meaning she would return the truck to the same dispatch location or pay additional charges.  When she called our dealer on North High Street to ask if she could return her truck to them, our dealer assumed it was a one-way for drop off in his area, therefore, he agreed.  Our dealer never discussed that she would not be charged extra fees.  The truck she rented is a rotation truck, meaning it is owned by the dispatch location and must be returned to that location.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

July 6, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com concern #[redacted]
U-Haul Reference id # [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Catherine Lansing, Marketing Company Executive Assistant, reached out to Mr. [redacted]. She apologized for any miscommunication. Ms. Lansing extended our reservation guarantee as a courtesy because of the misunderstanding.  We have submitted a $50.00 payment, in good faith to keep his business. The check will be mailed to the address below.
 
[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 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. Although he was unable to reach [redacted]...

[redacted] by phone, he did issue her a refund for the $50 Reservation Guarantee Fee back to her [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

October 17, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Spencer E[redacted], our GM for our U-Haul Moving and Storage at Alexis Rd., followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and advised her if she indeed completely empty the storage unit when the unit is opened, he will take the late fees off and show she is moved out of the unit.  This way Ms. [redacted] would also not get posted to E-Alert.   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

October 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. **.

[redacted] our Executive Assistant for our Chicago South and...

SW Suburbs Regional Office, followed up on the information Dr. ** provided and sent the following email in response:

**e, I apologize for the inconvenience that you experienced. I would like to discuss the situation with you at your convenience. I can be reached at ###-###-#### Monday through Friday, 8:30 until 4:00. Sincerley, [redacted] Lott Executive Assistant

Our records also indicate a refund for $100.51 was issued back to Dr. **’s [redacted] account, which 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

July 1, 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] and **...

[redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and verified his mailing address. A check for $50 was requested on June 26th and was mailed from our [redacted] office today.

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 Palmisano

Executive Assistant

U-Haul International

Below is an excerpt of my email to Steve_L[redacted]@uhaul.com sent on 05/31/16 at 10:51 AM in response to his email sent to me on 05/31/16 at 9:25 AM.  (not enough characters for whole email) "To summarize, the outrageous behavior of your employee caused me a great deal of distress during my move in 2014.  $30 is not acceptable in keeping my business for future moves.  I am currently moving due to medical school and will be moving multiple times in the future, including, but not limited to my residency, fellowship, and future employment opportunities (average moving every two years).  If $30 is all you can offer, then as a matter of principle I will not be using your company for a future move after my current one, even if this means paying more money to another company.  I have a loyal history of using Uhaul for all my moves and I expect more.  I certainly don't believe I deserve to be cursed out by an employee and then have no one from the company believe me." I have not received a response to my email.  Additionally, I have been told by two people I would be receiving a $30 coupon, but have not receiving anything by Uhaul through email confirming this (I guess it is in the notes...hahaha, I won't count on that).  I was recently told by a manager at a regional office I would get a $30 credit off my rental (which I wasn't satisfied with).  The only thing that has came out of this Revdex.com complaint is Uhaul (Steve L[redacted]) honoring a credit I supposedly was already given.   Thank you so much for giving me the same thing twice, and yet still not giving me anything.  As stated previously, $30 is a joke.  $30 is appropriate when a customer has to wait a few hours for a truck or deals with an inconvenience such as a rude employee.  $30 is not appropriate when a customer is verbally assaulted by your employee and then as a result of it experiences extra unnecessary and completely avoidable hardship (paid help waited longer, smaller truck...).

November 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Kyle O’[redacted], our Field Manager for our Atlanta North Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office Ms. [redacted] was contacted and she confirmed she did receive the refund and mentioned she just wished her concerns hadn’t taken so long to be resolved.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 AssistantU-Haul International

July 16, 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 Metro [redacted]...

and the East [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. A refund for two late fees of $10 and another for $15.80 were issued. Ms. [redacted] verified all the information on her account. As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 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 Eastern Arizona Regional Office, followed up on the information Ms....

[redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of the location where her U-Boxes are stored and scheduled an unload at the site. She also offered an amicable restitution for the late arrival.

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 23, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Mandi D[redacted], our Executive Assistant for our Southern Alberta Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good afternoon [redacted], Further to our earlier conversation regarding your hitch install, please forward me a copy of the repair invoice for review. I will be back in contact with you, once I receive the invoice. Thank you, Mandi D[redacted] Executive Assistant U-Haul Company of Southern Alberta   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 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]7

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

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

Regional Office, followed up on the information Mr. [redacted] provided. She informed our office the shop that did the repair to the wiring found there was a bad module and had nothing to do with the work U-Haul performed. [redacted] stated he felt they have been more than fair and will not approve any further refund.

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 9, 2016  

size="3">Revdex.com ID#: 1206027 U-Haul Ref#: 11686082   Thank you for your concern for our customer Mr. [redacted].   Benjamin Shock, our Traffic Manager for our North Shore Chicago Regional office, followed up on the information Ms. [redacted] provided and sent him the following email in response and also hopes to hear back soon if not already: 'Tasneem, sorry to hear about the issues you had, what can I do to help?'   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