U-Haul International, Inc.

September 4, 2014Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office located in [redacted], followed up on the information [redacted] provided and sent the...

following email in response:[redacted], I am doing a following on you issues you had with your U-Box rental. I left you a message. If you can call me at [redacted]. I would be happy to help you. 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

July 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Chicago Regional Office, reviewed the recent comments from Mrs. [redacted]. He informed our office he attempted to speak to Mr. or Mrs. [redacted] but reached their voice mail. He left a message requesting a call back. He also sent Mr. [redacted] an email requesting the amount they are now seeking. A full refund in the amount of $2,1.61 for the truck they had issues with was done on July 11th although they were still able to continue and complete their move. Mr. [redacted] explained that Mr. and Mrs. [redacted] agreed the refund was a fair resolution and accepted the offer. They then filed a claim with [redacted] Company for damages they said occurred during the transload, which was denied. They continue to request reimbursement for damages and also are claiming reimbursement for food and lodging. Originally they requested food and lodging plus a portion of their rental, however, Mr. [redacted] explained a full refund of the rental would more than cover their expenses and they agreed with the resolution. Mr. [redacted] hopes to hear back from them soon.

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 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our North Central New York Regional Office, followed up on the...

information Ms. [redacted] provided.  He informed our office he spoke with Ms. [redacted] and advised her of a refund for $350 as an adjustment on her rental.  The refund was issued back to her [redacted] 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,

Executive Assistant
U-Haul International

February 25, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: 1[redacted]   Thank you for...

your concern for our customer Mr. [redacted]   Carolyn J[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she contacted Ms. [redacted] and was able to reach an amicable resolution.  A refund for the full amount of the truck rental, in the amount of $29.71, was issued back to his A[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, Maria P[redacted] Executive Assistant U-Haul International

June 27, 2014

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 Boston regional office, reviewed the recent information Mr. [redacted] provided. He informed our office a refund for $300 was issued to Mr. [redacted] as an adjustment on his move.

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

[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 [redacted] and find that this satisfactory to me. 

Regards,

Benjamin S[redacted]

May 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP regional office, reviewed the information Mr. [redacted] recently provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience. He voided the previous VIP Certificate and reissued a new one. He emailed the Certificate to Mr. [redacted] and then called him to confirm that it was received.

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

March 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted]   Carolyn J[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Mr. [redacted], I have attempted to contact you by phone. Please call me at [redacted] to discuss your letter to Revdex.com. Carolyn J[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

October 9, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Mike W[redacted], our President for our Missouri Northeast Regional Office, reviewed Ms. [redacted]’s recent comments.  He confirmed a refund for the additional rental period on the truck rental was issued and relayed a claim with RepWest Insurance Company in regards to the damage to her goods while in storage was filed.  Mr. W[redacted] went on to explain, regarding the months’ rent for Ms. [redacted]’s storage unit, the only way we can honor her insurance claim is if we actually collect the fee for the coverage and the rent for storage, this expense will not be refunded to her if she is indeed pursuing reimbursement for damages.   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 5, 2015

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

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] recent comments to our office.

[redacted], our Storage Manager for our Manhattan Bronx Regional Office, reviewed Ms. [redacted] recent comments and informed our office another email was sent to Ms. [redacted] requesting she call back at ###-###-#### to discuss the offer of free online U-Haul account management. Ms. [redacted] mentioned that because Ms. [redacted] has a PO Box for a mailing address, it’s possible she is receiving her mail late. She is currently awaiting a return call if not already.

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 29, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. S[redacted].   Sierra M[redacted], our [redacted] for our U-Haul Moving and Storage of Ogden, followed up on the information Mr. S[redacted] provided.  She informed our office she contacted Mr. S[redacted] and offered her apology and explained his storage unit was credited until the month of September and his account was put on auto-pay.   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 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Central [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office...

Ms. [redacted] was contacted and a refund for the purchase was issued to her.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

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Chris S[redacted], our President for our Harrisburg Regional Office, reviewed Ms. [redacted]s recent comments to your office and sent her the following email in response:Hi [redacted], I received your rebuttal to the Revdex.com, I'm sorry you didn't feel you could work this out by responding to my email or calling me.  I can understand how you felt that way though as you have made many attempts to discuss this with U-Haul and have not had success.  I apologize for that and want you to know that your initial letter to the Revdex.com was the first I knew of any outstanding issues with your uBox  rental.  I was aware of the situation back when your rental took place and I was aware of the cat situation, that was also the time I spoke with [redacted] from the moving company about the boxes.  I was under the impression that everything ended up getting to your location with no issues and was unaware that there was any damage nor was I aware that there were still any issues that had not been addressed and resolved.  I am going to refund the $1687.50 that you are requesting.  I will issue the refund today but want you to be aware that depending on your financial institution, the refund could take up to 5 business days to be released into your account.  If you have any additional questions or concerns, please feel free to contact me via email or my cell phone which is below in my signature.ThanksChris S[redacted]Marketing Co. PresidentU-Haul Co Harrisburg Cell : ###-###-####[redacted]@uhaul.comOur 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 18, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Daley D[redacted], our Area Field Manager 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] once again and explained the renting location was open every day that weekend.  He also reminded her she requested the trailer until Sunday evening September 4th after originally only requesting the trailer for 7 hours on September 1st.  Our Dealer and Traffic Department called Ms. [redacted] several times to find out when she would be returning our trailer and was told if the trailer was not returned by 11: 00 AM on September 4th, there would be an extra day’s charge.  Our Dealer was open until 4:00 PM on September 4th and the trailer was not dropped off until they were already closed.  The rental period for this was 3 days and 21 hours.  Mr. D[redacted] relayed a refund was not justified.   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 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, reviewed [redacted] recent comments to your office. [redacted] advised our office there has been no change in the resolution already presented and asked that we refer you back to my previous response dated August 5, 2014.

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

To whom it may concern,
Please see the email attached that I received from Angelique F[redacted]. In the email, she promised a $50 Reservation Guarantee and a $100 credit, totaling $150. I will certainly never be using Uhaul again, so this $50 VIP gift card will not be acceptable. The follow up email received through Revdex.com promised only a $50 credit, so I'm unsure which is true. My lack of trust for Uhaul doesn't allow me to accept either offer. I don't believe that my credit card will actually show these credits on the next billing cycle.

November 29, 2016   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.   Craig W[redacted], our President for our North Indiana and South Cook County Regional Office, followed up on the information Ms. Smith provided.  He informed our office he left a message for Ms. Smith requesting a return call in order to personally review the information and reach a resolution.  He hopes to hear back soon if not already.   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 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 Nebraska regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] to address his concerns. He contacted U-Haul Credit Card Processing and was told all attempted charges were denied by Mr. [redacted]’s bank. There were no authorization numbers and the pending holds were deleted. Mr. [redacted] was also told Mr. [redacted]’s bank waived the NSF fees. He issued a refund for $50 back to Mr. [redacted]’s Visa account as an adjustment on the rental and should post on his next credit card statement. As we value Mr. [redacted] as a customer, we also sent him 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

December 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Central Ontario Regional Office, followed up on the information Mr. [redacted]...

provided. She informed our office she spoke to Mr. [redacted] and confirmed he was due a refund for $321.49. The refund was issued back to Mr. [redacted]’s [redacted] account on December 19th and 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

September 2, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Mr. Dominic C[redacted], our President for our South Philadelphia Regional office, followed up on the information Ms. [redacted] provided.  He informed our office the telephone number Ms. [redacted] provided was not a working number.  He explained there was no break-in to her storage unit.  Ms. [redacted] is correct that U-Haul does not accept partial payments.  On August 18th Mr. C[redacted] relayed that she had an outstanding balance.   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