U-Haul International, Inc.

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Randy Bowlby, our Area Field Manager for our Iowa regional office, reviewed the recent information Ms. [redacted] provided. He advised our office he went ahead and put in for a check to be sent Ms. [redacted] as she requested since her account is closed. We checked with our Credit Card Processing Department and although they show the refund was processed to the account, it can take up to 2 weeks for the bank to send the credit back to U-Haul. If the credit is not sent back we will need to debit the same account since we are sending her a check. She should receive the check within the next 10 business days.

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 25, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our South Philadelphia Regional Office, followed up on the...

information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and discussed his concerns.  Although we strive for 100% satisfaction when filling a reservation, there are times we may need to offer an alternate pick up location and/or a different size of equipment to fill the reservation.  Notes in the reservation indicate Mr. [redacted] canceled the reservation because we could not provide the requested equipment at his preferred pick up location.  Mr. [redacted] advised our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s credit card, 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

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,[redacted] Clarification:  Will Pursue Damages outside the Revdex.com Channel Thanks!

February 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern Wisconsin regional office,...

followed up on the information Mr. [redacted] provided. He sent him the following email:

Mr. [redacted], My name is [redacted] and I am in charge of reviewing your Revdex.com file. I did try to reach you via phone but was received a message stating the service was no longer available at ###-###-####. So I am reaching out to you via email instead. I have spoken to all parties involved and have decided that the manner in which the extra charges regarding the extra days and added safe coverage were conveyed to you, was not sufficient in allowing you to make a completely informed decision on whether or not you would return the truck to L'anse or Green Bay. Therefore I have refunded you $288. $160 for the extra 4 days. $112 for the extra save coverage $16 in added tax. You should receive an email to this address with the receipt of this transaction. If you have any further questions, please feel free to contact me. Thank you, [redacted] Traffic Control Manager 750 Office: ###-###-#### Office: ###-###-#### Voip 750301 Fax: ###-###-####

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 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.

Thank you very much to [redacted] at U-Haul for resolving this matter for me. And to the Revdex.com for your assistance in getting this resolved.

Regards,

September 19, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Samantha S[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she left a message for Mr. [redacted] requesting a return call on September 12th but has not heard back.  She mentioned, after reviewing the information she found no contract created for shipping with a rate of $950.  It’s possible the quote for $950 was done in May 2016, therefore, in the interest of customer good faith, she is willing to honor that rate and offer the difference of $72.  Ms. S[redacted] also stated Ms. [redacted] did stay in the box for a 2nd 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, Maria P[redacted] Executive Assistant U-Haul International

February 26, 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 of Oshkosh, followed up...

on the information Ms. [redacted] provided. He informed our office a refund for the tolls in the amount of $33.60 was issued back to Ms. [redacted]’s Visa account on February 17th along with a refund for $170 issued back to the same credit card as an adjustment on her rental on February 24th. Both refunds 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,

Executive Assistant

U-Haul International

August 6, 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] Office located in Spokane Valley, followed up on the information Ms. [redacted] provided. He informed our office a written response was sent to Ms. [redacted] advising her we have agreed to reimburse her for the shipping cost of the third box. Payment will need to be received on the third box before it can be shipped and in return the shipping fees will be refunded back to Ms. [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

March 26, 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. She informed our office she...

spoke to [redacted] and advised her of a refund in the amount of $255.18 for rent on the receiving end.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 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Mr. [redacted] provided. She asked that we inform your office she has been in contact with Mr. [redacted] and is currently working with him to get the answers he deserves.

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 27, 2016

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Revdex.com ID#: 11514775 [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
Johnathon M[redacted] reached out to the customer and apologized for the error made. Mr. M[redacted] also refunded $70.24 back to customer’s card. We apologize for any inconvenience Ms. [redacted] encountered.
 
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

November 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he...

contacted Ms. [redacted] and left her a message explaining a full refund for her rental had been issued due to the breakdown she experienced.  A refund for $94.50 was issued back to Ms. [redacted]’s Visa account and 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

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 Northwest Ohio regional office,...

followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and explained she viewed the video at the time of the transaction and no money exchanged hands. Ms. [redacted] was holding money, but then folded it up and put it back in her wallet when our CSR moved from behind the counter to the showroom floor. A refund will not be 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,

 

Executive Assistant

U-Haul International

March 24, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the rental agreement.   Jose A[redacted], our President for our Atlanta North Regional Office, reviewed Mr. [redacted]’s recent comments.  Our records indicate the $14 Safemove Protection fee was refunded on Ms. [redacted]’s return contract.  If the VIP Certificate has not already been issued, Mr. A[redacted] relayed he would make sure it is done as soon as possible and apologized for the delay.   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

May 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Shawn O[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 issued a refund for all charges on the contract from April 1, 2015 to today, May 20th. Mr. Odden also relayed that Mr. [redacted] is seriously delinquent on his storage unit. In the interest of helping Mr. [redacted], Mr. Odden offered him to move out without making any payment as long as he could move out by June 1st.

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

December 15, 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 Inland Northeast Regional Office located in Spokane, followed...

up on the information Mr. [redacted] provided. She informed our office the truck was in rental worthy condition when rented to Mr. [redacted]. The repair facility relayed that the fuel hose was cut and Mr. [redacted] did not experience an issue with the truck until he was close to his final destination. He was issued a refund for $75 as an adjustment in the interest of customer good faith along with a VIP Certificate for $50. The Certificate 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

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Mr. [redacted] rented a U-Haul trailer. Please be advised U-Haul does not charge an environmental fee on trailer rentals. I also confirmed on his rental contract that he...

was not charged an environmental fee. If he has a receipt showing otherwise, Mr. [redacted] can contact our GM of our U-Haul Center he rented from for verification and reimbursement.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

August 17, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage at Coliseum, followed up on the information...

Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] on more than one occasion and addressed her concerns.  A deposit for an estimated rental fee is charged at the time of rental as documented on Ms. [redacted]’s rental contract. Please be advised that getting the truck stuck in the ditch is considered driver responsibility and the expense is not covered by U-Haul.  A refund for $107.90 was issued back to Ms. [redacted]’s [redacted] account on July 7th.  Ms. [redacted] explained this is the only refund that will be 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,

Executive Assistant
U-Haul International

June 9, 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 Western New York regional office, followed up on the...

information and sent her the following email in response:Good Morning Ms. [redacted], I am writing in regards to the recent Revdex.com letter we received. I do apologize that the truck we had reserved for you became unavailable, it appears the previous customer did return on time as they promised to. I have issued a $50.00 check that will be mailed to the address you provided us and the Revdex.com. This is considered the $50.00 reservation guarantee which we issue when we schedule and guarantee you a truck at a specific location and that becomes unavailable. I do apologize for the inconveniences this caused you and your family. Thank you, [redacted] Executive Assistant U-Haul of Western New York
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 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company investigated the information Ms. [redacted] provided....

They also paid for the damages to the property that the U-Haul truck damaged. [redacted] relayed they were not advised of any damages to Ms. [redacted]’s cargo. They will be contacting Ms. [redacted] again to discuss the resolution and any new allegations.

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