U-Haul International, Inc.

May 6, 2015

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 Central Alabama Regional Office, reviewed Mr. [redacted] recent comments and sent him the following email in response:

Good afternoon, I have contacted UHaul's credit card processing department and was instructed that the $50 did go through. Please give the following tracking number to your institution: [redacted]. Best, Executive Assistant [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

January 20, 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 issued a refund for $50 as requested back 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

March 12, 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 Los Angeles West regional...

office, followed up on the information Mr. [redacted] provided. She advised our office our GM of our U-Haul Center spoke to Mr. [redacted] and informed him they would discuss a resolution when the U-Box arrives, which should be the beginning of next week.

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 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 Chicago South and SW Suburbs...

regional office, followed up on the information Mr. [redacted] provided. She informed our office that Mr. [redacted]’s concerns are being handled by RepWest Insurance Company. They will be back in contact with him 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,

Executive Assistant

U-Haul International

November 4, 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 Western Michigan Regional Office, advised our office our President for our Regional Office viewed the video as well and did not see where our GM was disrespectful.  He reiterated that he did offer his apology to Ms. [redacted], but is seems we have come to a point where we agree to disagree about the situation.  As I relayed in my previous letter, Ms. [redacted] was not charged for the damage to our equipment that came to a total of $2,247.67 in repairs.  In addition, our GM refunded her for the fuel.  Mr. [redacted] stated he feels a fair resolution has been made and the issue will not be addressed any further.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

October 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our South Bay Regional Office located in Freemont, CA,...

followed up on the information Ms. [redacted] provided. She advised our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced. She also explained she would issue a refund for $1,400 as an adjustment on their rental. Ms. [redacted] provided her telephone number for any further concerns or assistance.

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, 2016  Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Devon K[redacted].   Kelley E[redacted], our GM for our [redacted] U-Haul Center, followed up on the information provided and sent the follo[redacted]...

email in response: Hello Devon K[redacted] I spoke with you briefly last month regarding your experience at our location. I have been unble to reach you by phone. Please give me a call when you can. Thank you Kelley E[redacted] GM [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 allo[redacted] us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

I am rating this is one star because there is no ZERO star. We called their phone number to inquire about installing a towing hitch (for a bike rack) immediately as we are going on vacation that evening and would like to take our bikes. The call was answered by the call center. They said that the hitch for our car is not available and that their LODI location has the hitch and that they can install that day. The reservation was given set up by a [redacted]. So we packed our bikes temporarily inside the SUV, purchased the bike rack at sports chalet and drove 45 mins to that location at the time set. We needed the bike rack installed as half point on our vacation we will have more people in our car that the bikes can't be inside the SUV. When we got there, the associate, [redacted] said that there is no one available to install it. So I asked why would your company set a reservation when nobody can install it and his answer was not really making sense "it is booked online". I wonder how many people has been inconvenienced by this system. He wouldn't even try to find a solution for this and simply gave us the impression that he really doesn't care. He gave up easily in contacting other areas near where we will be or along the way.
So we drive to my mom's house in Stockton to think of a plan B. While we were there, we called their Stockton branch and another girl, [redacted], indicated that Stockton has the hitch available and they are also available to install it and gave us another reservation no. It's a good thing that I called back again and insisted to talk to the person that she said I should contact about the installation because AGAIN there is nobody there to install it.
Now, for the love of [redacted], what kind of system do they have? Just booking reservations when they don't have the ability to perform it. This is a exhibit of HORRIBLE CUSTOMER SERVICE. It has cost us money, gas, and time which the person we dealt with at the LODI branch couldn't care less. OH one more thing, when my BF and I were discussing that we should contact an independent shop around to install a hitch, and he has the guts to say, "oh you can buy the hitch from us." Is he serious? The already inconvenienced us and they still want to make a SALE.
I am also forwarding this to Revdex.com and local TV stations in the SAC area.

September 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our East Bay Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a...

refund for the $50 Reservation Guarantee Fee was issued due to having to substitute a different size to fill the reservation along with an additional $50 refund in the interest of customer good faith.  Ms. [redacted] also mentioned Ms. [redacted] was given an extra day at no charge, which would normally be $29.95.  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

June 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North Indiana and South Cook County Regional Office, followed up on the...

information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He offered his apology and assured her he would resolve all issues. He also agreed to a credit for the smaller unit next month.

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 11, 2015

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 Moving and Storage of Waterfalls in Waterloo, IA, followed up on the...

information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a copy of the payment history for his storage unit. He assured our office Mr. [redacted] had not been overcharged, however, he had been a little behind on payments since U-Haul took over the storage 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,

Executive Assistant

U-Haul International

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company advised our office they will be in contact...

with Ms. [redacted] to advise her where to take her vehicle for proper 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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

First, I would like to thank the Revdex.com as I have been unable to deal with Ms [redacted] without your assistance.

  I have spoken with Ms [redacted] on two occasions recently, the first was on Wed February 12th at 2:56 PM. This was the conversation that drove me to seek the help of the Revdex.com, as I was unable to negotiate with her on any level. The next time was after she had received my complaint from the Revdex.com. She called and left me a message and I called her back on Wed February 19th at 3:08 PM, and it was only then that she agreed that I could as the damage to my property if escorted, therefore I find her claim that she advised me otherwise "many times" rediculous. 

 On 3/2/2014 at 4:05 PM I traveled to the U-haul location to take pictures for the insurance company, but I was denied entrance by the employee on duty, [redacted]. It is a 30 minute drive, and not convenient to me to have to make repeated trips, only to be denied access.I really don't want to take a day off work, I cannot afford it, but I will if necessary. I can't help but conclude that Ms. [redacted] tried to circumvent the insurance company initally and strongarm me into accepting her low-ball offer in order to cover her own butt, and is doing her best to derail my good faith efforts to come to a reasonable settlement.  

  In the meantime, I have been advised to ignore late fee notices, but I am still receiving late fee notices and Pre-lien notices, and they have now started to send late fee notices to my 88 year old Mother! My Mother lives 105 miles away and these upset and confuse her, I don't know why they would do such a thing. Please do not involve my Mother. I would certainly have an easier time to believe that I should disregard these late notices if the note to disregard the notices were in writing.

  Thank you.

September 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Kevin G[redacted], our GM for our U-Haul Moving and Storage of Historic Ybor City, reviewed Mr. [redacted]’s recent comments.  He advised our office he contacted Mr. [redacted] and explained his claim with [redacted] Insurance Company is still open.  Mr. G[redacted] provided him with his claim number and the adjuster’s telephone number plus extension.  Mr. [redacted] relayed he would call the adjuster.   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

December 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office that...

him and his staff have corresponded with [redacted] by email on several different occasions. [redacted] sent the following email to [redacted] recently. Please be advised our decision in the matter remains the same.[redacted], first I will inform you that [redacted] is actually [redacted] and she is still employed by U-Haul. Secondly I instructed [redacted] not to print off all those receipt and to direct you towards U-Haul Premier Storage Account on line so that you could at your leisure go through your ledger. It is not our position to find out every customer personal financial circumstance or how they will be paying, we have late fees for a reason. I will caution you on your threat of [redacted] This Week and The Standard as this could be considered slander, please also be advised [redacted] now feels you are harassing him (bill [redacted]). At this time I will advise you there will be no further discounts or refunds. I will once again tell you [redacted] is not going anywhere and if these action continue I will have no choice but to send you an eviction notice from our facility. Thank you [redacted] President [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 28, 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 New Hampshire and Maine...

regional office, followed up on th information Ms. [redacted] provided. She contacted Ms. [redacted] and addressed her concerns. She offered her apology and assured her they have taken appropriate action with all involved to prevent the situation from happening again.

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 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our GM for our U-Haul Moving and Storage of Haltom City, reviewed the recent comments from Mr. [redacted]. He informed our office he was sorry for the breakdown in communication, however, he will call Mr. [redacted] to resolve his concerns. He will assure Mr. [redacted] he will get two months of free storage.

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

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] of Moving Help advised our office she spoke to Mr. [redacted] and relayed they...

ended up canceling the order request since the service provider did not show in Baltimore. Ms. [redacted] explained a new service provider was set up.

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 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

information Mr. [redacted] provided. He informed our office he spoke to the credit card holder and explained he had reversed the charge on her account.

Please be advised if a storage account is delinquent and a credit card is listed on the account, we will charge the card in order to re-establish contact with our customer and avoid lien fees and/or an auction of the storage contents.

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 8, 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 [redacted] and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms....

[redacted] and investigated the situation. She issued a refund for $194.53 back to Ms. [redacted]’s Master Card account, which 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 Assistant

U-Haul International