U-Haul International, Inc.

January 25, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]John H[redacted] our President for our Atlanta West Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office our GM for our...

U-Haul at Fulton Industrial spoke to Mr. [redacted] and offered his apology.  Mr. H[redacted] acknowledged we dropped the ball with the cleanliness, but this U-Haul trailer is still very road worthy.  Mr. [redacted] was in fact called due to the change of equipment size but we could not reach him.  Our Traffic Department spoke to our GM about this after they could not contact Mr. [redacted] and suggested if the 5X10 trailer was not large enough that they could locate a 6X12, although further away.  Mr. H[redacted] stated this was not a “bait and switch” and they in fact did their best to accommodate Mr. [redacted]  The refund for $40.61, which is a full refund for the trailer as an adjustment on his rental, should post on Mr. [redacted] next M[redacted] 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 [redacted]Executive AssistantU-Haul International

June 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our recommendations for size of equipment are just that, a recommendation. We base our recommendations on average rooms of furniture. We don’t know how large or bulky their furniture is or how much furniture they have in each room. We offer size specifications and cubic footage as helpful information to our customers. U-Haul is a do-it-yourself moving company, therefore, our customer must be responsible for making the final decision on choosing the size of equipment for their moving needs. We provide different sizes of moving equipment and packing materials to make the move.

Ms. [redacted]’s extra motel was not due to any malfunction of the U-Haul equipment. U-Haul can’t be held responsible for extra expenses due to Ms. [redacted] renting a smaller truck than needed to complete her move. In the interest of customer good faith, we have offered to refund half of the fuel expense for the second truck along with a VIP Certificate for $30. We feel the Certificates can be of great value to our customers. 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.

Please be advised, after another careful review of the information at hand, 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

August 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Dallas Regional Office,...

assured our office he followed up on the information Ms. [redacted] provided with all involved. We realize there is never an excuse for rudeness and we want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Ms. [redacted] rented the U-Haul pick up truck for a one-day rental period on August 5th. When Ms. [redacted] called to say she needed more time with the truck because it was raining and her items got wet, we offered her free storage in order to get our truck back. Please be advised that free storage is not offered on In-Town rentals. This offer was made as a courtesy. On August 6th Ms. [redacted] contacted our Emergency Road Service to relay she had run out of fuel. We advised her that was customer responsibility. We can send service but she would be responsible for those fees to the repair person that comes out to assist. We also do not provide a funnel in our trucks in case the driver runs out of fuel. Our Center GM informed Ms. [redacted] she was not on a valid contract and needed to come in to put down another deposit and pay past fees. She did not but instead sent our U-Haul Center an email on August 12th advising us the truck would be returned that afternoon. Although she states she had been in contact with our Corporate Office in Arizona, we have no record of such calls or information. When we tried to collect these past fees, the credit card on file declined the charge. When Ms. [redacted] did not return our truck as promised, our Equipment Recovery Department sent out a Demand Letter requesting our truck be returned immediately. When the truck was finally returned on August 14th, all fees were charged to the credit card. Mr. [redacted]’s careful review of the situation found our actions followed proper procedures when trying to retrieve our property. 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

July 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. He left a message for Ms. [redacted] offering...

his apology for each issue she experienced on the phone and with getting storage and dropping off the rental truck. He requested a return call to personally address her concerns and would like to offer her a $75 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He hopes to hear back soon.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

[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 have reviewed the response made by the business in reference to complaint ID 11865276, 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]

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] and [redacted], followed up on the information Mr. [redacted] provided. She informed...

our office she spoke to Mr. [redacted] and addressed his reservation concerns. She offered her apology and assured him that as our website is getting updated and refreshed, we are looking for and appreciate feedback from our customers on ways to better help them in the future.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

September 14, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Kristina K[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided and sent him the following email in response: Dear Mr. [redacted], We have received file #[redacted] in regards to the balance on an account that you were linked with. Due to you being linked with the contract holder at the time of the rental, the balance that you are requesting back will have to be taken up with the contract holder. Sincerely, Kristina   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 2, 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. She informed our office she...

personally addressed his rental concerns with both Mr. and Mrs. [redacted]. She checked several rentals before and after their rental and found no discrepancies in the mileage. Ms. [redacted] went as far as viewing the security camera to make sure the truck was not being used by a system member who did not document the odometer readings. Her researched showed the mileage is correct on Mr. [redacted]’s contract and relayed that a refund was 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,[redacted]Executive AssistantU-Haul International

April 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at Monroe...

Street, followed up on the information Ms. [redacted] provided. She informed our office a refund for $58.80 was issued to Ms. [redacted], which is the amount of the service.

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 4, 2017 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. David...

G[redacted], our Area Field Manager for our East Bay Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Dear Diana [redacted], I apologize for this inconvenience. I have spoken to the staff and owner of this location. Unfortunately, they were short staff, but they do understand the opportunity they have in this situation and will work at it. I am sorry this happened to you. I will issue a 50% refund of your rental cost ($31.19) to your credit card. Sincerely, David G[redacted] Area Field Manager 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 22, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Atlanta North Regional Office, followed up on the information Mr....

[redacted] provided.  She informed our office she left a message for Mr. [redacted] advising him of a refund for $200 as an adjustment on his rental.  She also mentioned Mr. [redacted] would receive a refund from the claims department for the blown tire.
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 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul at [redacted], followed up on the information [redacted] provided and sent him the following email in response:Good Morning...

[redacted], I have sent you the 50.00 dollar resaervation guarantee. It will show up in your account with 3 to 5 business days, I would like to apoligize for the inconveinence. [redacted] Gen. Manager [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,[redacted]Executive AssistantU-Haul International

April 2, 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 Gulf Coast TX regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account in addition to the extra $10 he paid on the larger size truck. Both refunds 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 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Northern Virginia Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office...

there was no malicious intent done by anyone from U-Haul.  He confirmed there was a mechanical failure with our equipment and our Atlanta facility promptly took care of exchanging the trailer.  Mr. [redacted] explained our GM for our U-Haul Moving and Storage of Manassas Park had previously requested Mr. [redacted] provide us with his hotel receipt for immediate reimbursement.  He relayed they have not received it.  He is prepared to reimburse Mr. [redacted] for his extra hotel expense as soon as Mr. [redacted] provides the receipt in addition to the refund for 50% of the cost of his trailer rental already issued.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

May 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided. He informed our office he was in the office when the original calls came through for Mr. [redacted] and stressed there are always two sides to a story. He assured our office no one spoke in a rude manner to Mr. [redacted] and also advised our office a refund for the $50 Reservation Guarantee Fee had been issued. [redacted] was not involved in the original call but took over and had the contract moved to an open dealer that is about 3 miles from the original reservation location. The refund for the $50 should post on Mr. [redacted]’s next [redacted] 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

March 12, 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 Southern Washington Regional Office, reviewed Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised 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

August 20, 2014Revdex.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 and sent him the...

following email on or about August 15th in response:[redacted], We have received your objection requesting the $50 guarantee again, as well as, the Revdex.com complaint. This guarantee was issued to you as promised on 7/23/14, prior to these complaints. If you have not received it, then you should contact [redacted]. I do not know their policy on when credits are issued to customer accounts. I am also emailing you a copy of the receipt. 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,[redacted]Executive AssistantU-Haul International

February 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the...

information Mr. [redacted] provided. She removed [redacted] from the E-Alert account. She also mentioned Mr. [redacted] attempted to rent in January, therefore is aware of the passed balance owed to U-Haul from a rental he had in 2004. Due to the date of the transaction, the contract is no longer available. Mr. [redacted] can contact our Collections Department to set up payment arrangements in order to clear his E-Alert account. They 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

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr[redacted]Paul B[redacted] our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office our Area Field Manager contacted Mr. [redacted] and left a message requesting a call back.  He plans to explain our procedure of equipment substitution and how our $50 Reservation Guarantee Fee program works.  Mr. Barbanti relayed the $50 has been issued back to Mr. [redacted]’s credit card but no other reimbursement is warranted.  We did provide equipment for his move and Mr. [redacted] completed his move.  The area Mr. [redacted] wished to rent from did have a shortage of the size truck he requested and we did work with him on trying to fill his reservation.  We located a 20-foot truck with a 12-foot trailer and Mr. [redacted] accepted.  The refund should post on his 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 AssistantU-Haul International

September 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided.  She...

informed our office her Traffic Manager in their office contacted Mr. [redacted] and explained, based on their records and the information on myuhaul.com, there is no record of a $100 quote to have U-Boxes delivered from Indianapolis to his residence.  Mr. [redacted] stated he was told this price in person by an employee in Indianapolis.  Our Traffic Manager relayed there is nothing indicating this quote and if he can provide a written confirmation or email showing the quote, we will work with him.  He was also informed if he needed a third box, he should have contacted us so we could have provided one.  Out of 14 recordings pulled, Ms. [redacted] stated none mentioned needing a third box.  Mr. [redacted] became upset and said he didn’t feel like he should call in because everyone at U-Haul is incompetent and would not be able to help him.  Ms. [redacted] advised our office the charges will stand but they would also be willing to review the situation again if he can provide documentation.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