U-Haul International, Inc.

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

[redacted], our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email...

in response:

Good Evening Mr. [redacted], I've received your information from the Revdex.com regarding your recent U-Haul rental. I apologize if our policy wasn't explained properly at the time you made your reservation. I've advised the President of the situation and he'll speak with the General Manager and his staff regarding the policy and your reservation. As a courtesy we've refunded the $50 reservation guarantee to your account. For future rentals please be aware this is given when a reservations time and location has been confirmed and guaranteed. I apologize for any inconvenience or confusion that arose from this experienced. The credit will take 3-5 days to process to your account. If you should need anything further please let me know. Thank you, [redacted] UHC of E. Colorado

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 12, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted], whose name is on the document.   Mitchell Freese, our GM for our U-Haul Moving and Storage of Melbourne, followed up on the information Ms. [redacted] provided.  He informed our office the proper refund was 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, Maria P[redacted] Executive Assistant U-Haul International

March 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted]   Brad L[redacted] our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and offered his personal apology.  Mr. [redacted] accepted Mr. Li[redacted] offer to refund the extra charges in the amount of $155.  The refund should post on his 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, Maria P[redacted] Executive Assistant U-Haul International

April 27, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Angelique F[redacted], our Executive Assistant for our Northern Jew Jersey Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] was given an option to secure the reserved equipment at an alternate pick up location 12 miles away but he declined.  Extra miles were also offered.  Ms. F[redacted] relayed she issued the $50 Reservation Guarantee Fee to Mr. [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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

September 8, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. K[redacted].   Adam S[redacted], our President for our Southwestern [redacted] and Rockford Regional Office, followed up on the information Mr. K[redacted] provided and sent him the following email in response: [redacted]- I have issued another refund on our end. U-Haul releases the money right away, federal law allow banks a few days to put it into your account. Most banks however will release in 24 hours. My cell is ###-###-####. The refund amount was for $205.96.   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] U-Haul International

November 4, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   Tyeva R[redacted], our GM for our U-Haul Moving and Storage at Airline Blvd, reviewed the recent comments from Ms. Clemons’ mother, [redacted].  Ms. R[redacted] informed our office she has talked to Ms. [redacted] on more than one occasion and Ms. [redacted] understands the charges on the rental contract are correct.  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, Maria P[redacted] Executive Assistant U-Haul International

March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jim S[redacted], our President for our Tulsa Regional Office, followed up on the...

information Mr. [redacted] provided.  He informed our office he contacted Mr. [redacted] and offered his apology for the spare tire in the bed of the truck and for having running issues with his pick-up truck.  Mr. [redacted] relayed his son put the tire back on with no problem.  Mr. S[redacted] reviewed every step of the investigation he had completed including the statement from Mr. [redacted]’s mechanic.  He contacted Mr. S[redacted] again and let him know he found nothing that would lead him to believe we did anything to cause his vehicle problems and Mr. S[redacted] explained he would not agree to repair his truck based on this conclusion.  If Mr. [redacted] had further information, Mr. S[redacted] stated he would be happy to review the issue 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, Maria P[redacted] Executive Assistant U-Haul International

The response received from U-Haul does not have sufficient appropriate evidence to support their bill. Therefore, I reject their responses until all my requirements are fully met.

March 11, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jon S[redacted], our President for our Western Georgia Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office his decision on the matter remains the same.  Mr. [redacted] was advised of the cleaning charge and the charge will stand. 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 [redacted] Executive Assistant U-Haul International

November 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 Central Georgia Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office a message was left for Mr. [redacted] advising him a refund for five months, July-November, was issued back to his credit card. His contract has also been closed out and his account moved out in Webstorage.

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 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage or Chelsea, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for the $6.75 fuel expense. Mr. [redacted] mentioned Mr. [redacted] was requesting his mattress be replaced. Mr. [redacted] need to contact R[redacted] if he wishes to file a claim. 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

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

With all of my customer service issues I do not feel uncomfortable nor do I want to conduct business with Uhaul again I have cancelled my storage facility with them and will not utilize them for any future business. This has been a very displeasing situation and having a credit with Uhaul is useless. I expressed this in my initial complaint and to Uhaul prior to filing with The Revdex.com

Regards,

July 16, 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 West [redacted] Regional Office, followed up on the information Ms....

[redacted] provided. He informed our office the telephone number listed for Ms. [redacted] was not a good number, therefore, sent her the following email in response:Ms. [redacted], I received you Revdex.com complaint today and I tried to call the number listed and the call would not go through. I want to first apologize for the incident. I have looked into your situation and I see that you indeed did have a reservation to move in on July 24th. I also see that the manager of the location canceled the reservation on June 8th and his note says that the customer is no longer moving. I can only assume that he made a mistake when entering the room number for someone else's cancellation. I can understand your frustration and I have had a conversation with him and the staff at that location. I will also be having a meeting next week with all managers and I will put this incident on the agenda to discuss with all. This is a very busy time for U-Haul but that is even more reason to make sure we do what our customers expect. Again I am very sorry for the mistake and if there is anything else I can do or if you wish to speak with me please call.

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 22, 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 Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and addressed her concerns.  She advised Ms. [redacted] her debt had been paid off and she had confirmed this information with our Collections Department.
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 14, 2015

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 spoke to Mr. [redacted] and advised him of a refund for two $50 Reservation Guarantee Fees for both the truck and trailer that we were not able to provide for his move. 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

July 1, 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 Long Island Regional Office, reviewed Ms. [redacted]’s recent comments. He relayed that he felt the $361 discount was a fair resolution and no further refunds or adjustments would be issued. Mr. [redacted] also assured our office he addressed the issue with the employees involved for corrective action as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul and also ensure proper procedures are being followed by every office that is in contact with our customers. Please be advised any action taken with our employees and the outcome is kept within the 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,

Executive Assistant

U-Haul International

April 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Park, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and went over his storage account and all the charges. She explained that when he moved in to his unit, an employee accidently posted two payments. She did make the correction and took off $58.80 due to the mistake and the late notices being issued, plus phone calls requesting payment. Ms. [redacted] also stated she would draft up a letter to send to Mr. [redacted]’s alternate contact and apologize for the mistake made.

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

information Mr. [redacted] provided. He informed our office an email had been sent to Mr. [redacted] by our U-Haul Center GM advising him nothing additional was owed including the 13 days or any late fees.

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 emailed the Revdex.com (at the email address [redacted].[redacted]) on 7/3/15 to give them an update on the situation. In that email I informed the Revdex.com I had gotten a response from U-Haul and was told I would get a refund, which I have already received. so the issue has been closed. Thank you for your help in this matter.

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

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], I received your letter addressed to the Revdex.com. Let me try and reply as well as I know how. I was not at the location when you rented the trailer. However, I will attempt to explain some of the things that maybe we did not make clear or that you did not understand. First let me say that I am sorry for all of the inconvenience you have endured during this move. I know moving is stressful and although things do not always go as planned, U-Haul tries very hard to be there to help you along the way. It sounds like maybe we failed you on this trip. I truly apologize. The first concern I see you had was that the hitch for the car was incorrect. I have double checked this hookup. Hitch number 36291 is the hitch you purchased and is the correct hitch for a 1999 Toyota Camry. This hitch is made per manufacturer specs and is rated to pull up to 3500 pounds of weight behind your car. This is more than sufficient for a U-Haul 5x8 trailer. The trailer empty weighs about 840 pounds empty. It would be nearly impossible for you to overload your vehicle moving normal household furniture with this trailer. This size vehicle makes these trips pulling U-Haul trailers all the time and have for over 50 years. The second concern is that the car overheated. While this is unfortunate and I am truly sorry for the overheating problem this may have been a blockage in your cooling system that could not have been foreseen by U-Haul or by yourself. U-Haul does have a way of helping older vehicles with trips like this. It is called a transmission cooler. This helps to cool the transmission and the engine oil and keeps the vehicle from overheating. We offer these to all customers who need them and when denied to purchase we have you initial a box where we offered. The initials are on your receipt signed by [redacted] given to him when you had the installation done. Had to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke down. U-Haul deep discounted the rental to help you out in this situation. The 14 foot truck regular rental rate for this trip is $549. U-Haul discounted to $389. the Tow Dolly was discounted from $121 to $49. The trailer that had been towed from Orlando to Lake City was completely refunded from $206 to zero dollars although you had it at least one full day and driven several hundred miles with it. This was all done in the name of customer service to help you with this move. The U-Haul in Florida did the hitch wiring improperly causing me to have to unplug my battery cables when the car is parked so the battery does not go dead. I have reviewed this installation and it appears the proper part was installed. Still, this should not cause the battery to be going dead. If you had to have this repaired, please forward the repair bill to me so we can take a look to see if your warranty might cover the reimbursement of that bill. It was not in the paperwork received from the Revdex.com. If you have not had this repaired, and it is still a problem, please take it to the nearest full service U-Haul Center with you hitch paperwork and a copy of this letter. The full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removed. Again, I do apologize for all of the problems you endured. We strive to make every move go seamlessly. Sometimes we fail. I do not see how we could refund the rental of the truck and Tow Dolly in this case. I will take a look at the repair on the car if you can forward that to me. I would be glad to forward you a $100 VIP Certificate to discount a future rental if you would like. Just let me know. Thank you, [redacted]@uhaul.com, President, U-Haul Company of Orlando

A refund for the trailer in the amount of $219.39 was refunded on June 27th back to their [redacted] Card account. A refund for $300 as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4th. The refunds should have posted on their last 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