U-Haul International, Inc.

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company regarding the recent information Mr. [redacted] provided. They informed our office damages were covered by the purchased Safemove Protection, therefore, any charges for damages will be removed from the rental and only the rental fee will be applied.

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

October 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office he thoroughly went over the situation and asked that I relay his decision in the matter remains the same. Mr. [redacted] also mentioned there have been five more rentals since Mr. [redacted]s with no problems reported.

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 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Southern Louisiana Regional Office, followed up on the information Mr....

[redacted] provided. She sent Mr. [redacted] an email advising him she had researched his rental and found he was given 12 additional days at no charge. She offered her apology for the inconvenience he experienced and explained no further refund was due.

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

The website states that if I did not get the truck I had reserved on the date and time of my reservation, I would get $50. I showed up early to pick up my truck and it was not available. The representative that called me later that night gave several different reasons as to why I wasn't eligible for the guarantee, which included 'you got a truck, so you're good', and that the guarantee staes 'as agreed' and since I never got a phone call to confirm the reservation, there was no agreement. The local branch where I picked up a much larger truck than I needed was very friendly and kind, but the gentleman I spoke to regarding my issue was obviously not intending to make good on the companies own policy. I will use a different rental company from now on.

June 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Both [redacted], our Executive Assistant for our Cleveland Regional Office, and [redacted], our GM for...

our U-Haul Moving and Storage at Clark Ave., followed up on the information Mr. [redacted] provided. When Mr. [redacted] attempted to rent a U-Haul truck, we found there was a match on the information he provided with a [redacted], who is currently on E-Alert for non-payment of several contracts. Mr. [redacted] is associated with [redacted], Inc and owes over $600 in unpaid rental fees. Because of the match, Mr. [redacted] has now been linked to the E-Alert file we have on Mr. [redacted] and [redacted], Inc. Please be advised we are not holding Mr. [redacted] liable for the debt, however, until the debt is paid in full, he will not be able to rent from U-Haul.

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 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#:[redacted]Thank you for your continued concern for our customer Mr. [redacted].Michael [redacted], our GM for our U-Haul Moving and Storage of Westminster, reviewed Mr. [redacted]’s recent comments from Mr. [redacted].  He informed our office he attempted to speak to Mr. [redacted] but the call was to Mr. [redacted]’s voicemail.  He left a message with his cell phone number requesting a call back.  Mr. [redacted] also relayed he had already agreed to waive any extra fees accrued due to their mistake with setting up auto-pay.  He also removed the room from auction once before.  We will not remove it again until payment is made.  Mr. [redacted] called soon after and stated he plans on making the payment in full the evening of October 2nd.  Mr. [redacted] stressed to Mr. [redacted] we need payment made for the room before auction and Mr. [redacted] assured him he would be in to make payment.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

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Mettille.

[redacted], our President for our Northern Wisconsin regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted] at both telephone numbers listed and there was no answer. He did issue a refund for half of the total rental (less tax) back to Mr. [redacted] credit card as an adjustment. Mr. [redacted] would like to offer his personal apology and advise him of the refund when he Mr. [redacted] calls back.

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 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for our SE Wisconsin Regional Office, followed up on the...

information Ms. [redacted] provided.  He informed our office Ms. [redacted] cancelled the reservation online on August 24th, the same day she spoke to our Regional Office.  He left a message for Ms. [redacted] requesting a return call.  He reactivated her reservation for the truck and had one moved to her preferred pick up location.  Our U-Haul location in Port Washington also attempted to reach Ms. [redacted] but had to leave a message for a call back as well.  We need to know if she still needs the truck that has been reserved for her.  Mr. [redacted] can be reached at ###-###-#### or direct 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

April 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]. We show the name listed on the rental contract is actually [redacted].[redacted], our Executive Assistant for our [redacted] NW Regional Office located in [redacted]...

[redacted], followed up on the information Ms. [redacted] provided. She sent an email to Mr. [redacted] explaining the reason the charges were made is clearly stated on their rental contract which is "I understand that this equipment must be returned to the same U-Haul location where it was rented. I understand that the minimum rental charge for equipment returned to a different location is twice the amount of the current one way rate from this U-Haul location to the actual drop-off location." Ms. [redacted] went on to relay that it has cost U-Haul approximately $75 to get the equipment back to its original location and upon doing calculations for their rental, the breakdown is as follows:Truck rental (includes day use, mileage and Safemove Protection) = $67.56Recovery Fee = $75.00Total charges = $142.56Ms. [redacted] stated in her email that she can refund $200.39 to their credit card upon verification from Mr. [redacted] and included her telephone number and email address for contact back.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 24, 2016

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Revdex.com ID#: [redacted]
U-Haul Reference id: 1109093
 
Thank you for your concern for our customer Mr. [redacted].
 
Mr. [redacted] was contacted by Jacob K[redacted], the Area Field Manager, regarding the additional charges on account on 6.5.2016. The additional charges were calculated based on contract terms and conditions. When a local rental is returned to an alternate location we calculate the rate by doubling the one way rate as disclosed on the contract. The charges were calculated correctly therefore no further action is needed.
 
We do apologize for any misunderstanding.
 
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

February 26, 2014

Revdex.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 Massachusetts and Vermont regional office, reviewed the information Ms. [redacted] provided. She spoke with Ms. [redacted] and discussed her concerns. She explained our U-Haul Center reversed the "out" contract after Ms. [redacted] changed her mind, which released the funds immediately on our end. It is up to the bank to release the funds back to her account, which can take approximately 10 days. Ms. [redacted] requested copies of the transactions to show her credit card company, which were sent. Ms. [redacted] confirmed the hold has since been released.

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

September 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for any wrong communications regarding her U-Box transaction. He also explained our shipping guarantee arrival date and agreed to her request for settlement. The refund for $452.50 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

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. the truck was returned the gas was half way the truck lights on dash board was all lighting up and the steering it was hard to stay in the right side of the highway and I told him to take out my account one time  and the contract is not in my name and they was lighting up when we got it they need to put that truck in the junk yard before it kills some one I need my money back that was not authorized I had to give [redacted] the reservation number  and she said it was in my name and I told her I was looking at the contract and its not in my name and I faxed to the Revdex.com Thank you  Mrs. [redacted]

Regards,

June 12, 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 West Houston regional office, followed up on the...

information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced. He also relayed he had issued her a refund for $30 back to her [redacted] account as requested. The refund 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

May 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Donna D[redacted], our Executive Assistant for our Jacksonville Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office a refund for $105.00 was issued to Mr. [redacted] when the truck was returned on April 26th.  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 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.As explained in detail in the attached response, not only Mr. [redacted] and UHaul have failed to address my past complaint but have created new charges I consider fraudulent.

MESSAGE FROM BUSINESS:

January 31, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Dr. [redacted].[redacted], our Executive Assistant for our Boston regional office, reviewed the recent information Dr. [redacted] provided. He informed our office he was unable to reach Dr. [redacted] by phone but did send another email as follows:Good Morning Dr. [redacted]. I tried contacting you this morning in reference to your claim and phone was answered then call dropped. When I called again message stated caller wasn't recieving calls at this time. I have gone in and sent you the Premier Password so that you can access your stroage room payments, alternate contacts and also control info directly through the web. This will allow you to have full acces to whom U-Haul will contact and also allow you to make adjustments as you so wish. I have already writen off a total of $119.95 dollars on your account which is feel is over the amount of late fees you have acquired. If you have any futher questions please contact me directly. I am in the office M-F 7am - 5pm. Kind Regards, [redacted] Executive Assistant U-Haul Company Boston [redacted] ###-###-#### - Office ###-###-#### - Toll Free ###-###-#### - Cell [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,[redacted]Executive AssistantU-Haul Internationa

Email of January 18 by Mr. [redacted]:

Good Morning Dr. [redacted],

        I am contacting you in reference to a claim that was brought to my attention. I want to apologize if you felt as though our location at [redacted] treated your unfairly or with disrespect as this isn't common practice from any of our General Managers and/or theirs staff. Currently the two employees you have spoken of are no longer at this location. So I will apologize in their behalf. I have gone in an waived the $50 Lien fee on your account and also as a courtesy I am waiving $69.95 for the month of November. As of right now you owe $71.90. I also wanted to take the time to explain our policy. Your Alternate Contact will continue to be contacted  as long he is listed on the account. This can't be changed as we have to have a second point of contact in case of an emergency, second contact,  and gets all correspondences needed. If you would like to change your alternate contact we can most certainly change. I am sorry you feel as though this is harassment but this is the protocol we use to get in contact to our customers. Again, I apologize for any inconvenience this may caused if there is anything I can do for you feel free to contact me directly.

Executive Assistant

U-Haul Company Boston

###-###-#### - Office  

###-###-#### - Toll Free

###-###-#### - Cell

[redacted] 

Regards,

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

September 12, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Phillipp Wobig, our Field Manager for our North Indiana and South Cook County Regional Office, followed up on the information Mr. [redacted] provided.  He advised our office he spoke to Mr. [redacted] and offered his apology for the delay and issued him a refund for $32.05.  The refund should post on his next [redacted] credit card statement.  Mr. Wobig explained two contracts were closed instead of modifying the first contract, which caused the two charges for $32.05.   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 12, 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 Ms. [redacted] provided. She informed our office that Ms. [redacted] was never scheduled at her preferred pick up location. She was scheduled at the next closest alternate pick up location but Ms. [redacted] declined. The truck she reserved was available, but she refused to secure it and opted to go to another moving company that ended up costing her more money. Although she is not due the $50 Reservation Guarantee Fee, it was issued to her in the interest of customer good faith. Ms. [redacted] attempted to speak to Ms. [redacted] but reached her voicemail. She left a message offering her apology for the inconvenience she experienced and also advised her no further refund will be issued. She left her call back number in case Ms. [redacted] wished to speak 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,

Executive Assistant

U-Haul International

June 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 Southern Louisiana regional office,...

followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] has been repeatedly advised to come in and settle her account, which she has agreed to do so but fails to appear each time. Mr. [redacted] explained that her goods have been removed from the truck and placed into storage. Ms. [redacted] has failed to take any action to assist in the entire process. Mr. [redacted] assured our office they have been willing to work with Ms. [redacted] if she would actually make an appearance. She also needs to be aware that although they are willing to work with her, there is still a balance that will need to be collected on the rental.

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