U-Haul International, Inc.

January 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern Florida Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] with information on her research. She did confirm a refund was due back, however, since Ms. [redacted] disputed the charges, Ms. [redacted] did not see where processing a credit was necessary. Ms. [redacted] left a message for Ms. [redacted] and then Ms. [redacted] returned her call and also had to leave a message for a call 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

January 27, 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 Northern Alabama regional office, reviewed the information Mr. [redacted] relayed. Our dealer’s encounter with Mr. [redacted] was not pleasant due to the foul language and yelling Mr. [redacted] did while at the store. Mr. [redacted] explained he did in fact try and contact Mr. [redacted] to advise him how our U-Haul location was in the process of already renting out a trailer when he showed up early for his reservation.

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

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Eastern Massachusetts regional office, reviewed the information Mrs. [redacted] provided. She stated that her office has relayed our policy to Mr. [redacted] in regards to the one-way rate of our rental equipment and the extra days allowed are for the customer’s safety. U-Haul wants our customers to experience a safe, stress-free travel experience but we know there’s always unforseen circumstances so as a courtesy, the rate includes additional time to complete their move. Ms. [redacted] added that a cash refund is not warranted, however, in the interest of customer good faith, a $50 VIP Certificate has been issued. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Her office was not able to reach Mr. or Mrs. [redacted] by phone, but a message was left advising them the Certificate was sent to their email. We hope they will take advantage of the Certificate and allow U-Haul to serve them again in the future.

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 16, 2016

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

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

Brenda O[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms. [redacted] and offered her apology for the inconvenience she experienced.  She also explained she issued a refund for the $50 Reservation Guarantee Fee.  The refund was issued back to her Visa account and should post on her next credit card statement.  Ms. Olson relayed in her message to Ms. [redacted] she was welcome to call her if she had any further concerns.

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...

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our East Dallas Regional Office, followed up on the information Ms. [redacted]...

provided. She informed our office Ms. [redacted] was contacted and advised of a refund for the month of rent.

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

[redacted] January 28, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Arnesha C[redacted] our Executive Assistant for our Los Angeles South Regional Office, followed up on the information Ms. [redacted] provided.  She informed our...

office Ms. [redacted] was contacted and advised of a refund for $400 as an adjustment on her move and a $150 refund for the 3 days the U-Box was late.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 AssistantU-Haul International

April 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 800070Thank you for forwarding Mr. [redacted]’ recent objection to our office. [redacted], a Senior Customer Service Coordinator, reviewed the information Mr. [redacted] provided. She had sent him the following email on April...

1st:[redacted] Grant the U-Haul Storage Manager for Southern Washington informed us [redacted] is not U-Haul owned. They do rent U-Hauls as a side business. We have advised the Revdex.com of this and have asked them to forward your concerns to [redacted]. Sincerely, [redacted] Sr. Customer Service CoordinatorI sent following email to [redacted] Gilbert in your office on April 1st as a follow up to my original response to your office on March 30th for ID# [redacted]:Hi [redacted], We received an email back from Mr. [redacted] with the address of the storage facility he rented from, however, it is not a U-Haul storage facility. Therefore, his concerns should be rerouted to the independent storage facility at [redacted]Thank you,[redacted]Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

October 7, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Luz R[redacted], our Traffic Manager for our Los Angeles West Regional Office, reviewed Ms. [redacted]’srecent comments. She relayed the following to our office:When Ms. [redacted] finalized her reservation online, she was sent an e-mail on 8/29/16 that stated a U-Haul representative would contact her to schedule her reservation. When the call to Ms. [redacted] wasmade on 8/29, our Traffic team was trying to get a location that will work for our customer due to the dealer Tires R Us Inc. not having the requested equipment for her moving date. A voicemail was left since we were unable to make contact with her. At the time of the call, [redacted] had the desired equipment, a [redacted]; Cargo Van, available for Mrs. [redacted] for the date requested, thus her reservation was placed there to hold equipment for her. The location, Tires R Us Inc., was not taken down as a preferred pick up location because they were just temporarily closed due to a medical issue that needed to be addressed. That is why the customer received the e-mail. Since then this location has resumed with servicing our U-Haul customers. As per the agreement made with Reservation Manager, Ms. [redacted]did receive the following discounts: The original miles given for her move to Riverside from Los Angeles were 66 miles, we added 10 extra miles at no additional cost for a total of 76 miles, and we provided afree upgrade to a 1[redacted]; truck at the price of the [redacted]; Cargo van for $116, original price is $126, so customer ould pick up closer at 7223 S. Main St. rather than [redacted], where the [redacted]; cargo van was availablefor her one way move to Riverside for the requested date.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 thedo-it- yourself moving industry. Thank you for bringing this matter to our attention and allowing us tooffer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

September 23, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Chris M[redacted], our GM for our U-Haul Moving and Storage of Hazelwood, followed up on the information Ms. [redacted] provided.  He informed our office he left several messages for a call back.  The last attempt, he explained Ms. [redacted] hung upon him then called back and said she would call back at a later time.  Mr. M[redacted] issued her a refund for $49.20 back to her [redacted] account as an adjustment on her rental.  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, Maria P[redacted] Executive Assistant U-Haul International

February 4, 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 Lower Hudson Valley Regional Office, followed up on the...

information Mr. [redacted] provided. She advised our office when Mr. [redacted]’s concerns were initially brought to their attention, our Area Field Manager went to the U-Haul Dealership to check the tires as well as took photos. Our Area Field Manager relayed that the tires in the pictures Mr. [redacted] took did not match what is actually on the U-Haul van. Ms. [redacted] also pointed out that the bumper on the vehicle in Mr. [redacted]’s photo appears to be white. The bumper on the U-Haul van is black. The van is a new vehicle with only 8,173 miles at time of rental. Mr. [redacted] drove 298 miles. The tires are in perfect condition. Our Area Field Manager explained all this to Mr. [redacted] in a professional manner without any implications.

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 20, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Ms. [redacted] did in fact rent a U-Haul truck but she used an independent moving company to move her...

furnishings from one home to another.  Moving Helpers relayed that Ms. [redacted] released the payment code to the service provider, [redacted], after the job was completed.  She completed a review of the service and opened and marked as completed due to not accepting a resolution with the moving helper.  Although she did not accept their resolution, the issue still needs to be resolved between [redacted] and 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

August 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer’s [redacted] and [redacted].

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

[redacted] and [redacted], followed up on the information [redacted] provided. Please realize this U-Haul Dealer is an independent businessman. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. As independent businessmen, they are free to accept or reject our suggestions in accordance with their own independent judgement. Mr. Sinclair assured our office the matter will be discussed throughly and critically with all involved and corrective action taken as necessary to see that our standards are understood and observed. He also mentioned he reviewed the entire rental and explained the rental fees were for the reserved amount and will stand.

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 [redacted].

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted]...

[redacted] provided. He informed our office he has left several messages for [redacted] requesting a call back but has had no success in receiving a return call. A resolution cannot be reached until [redacted] can speak to [redacted] to discuss his concerns.

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, 2016   Revdex.com ID#: [redacted] U-**ul Ref#: [redacted]   T**nk you for your continued concern for our customer Mr. **.   Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional office, reviewed Mr. **’s recent comments.  She advised our office the decision in the matter remains the same and Mr. ** is responsible for the damages.    We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  T**nk you for bringing this matter to our attention and allowing us to offer another response.   Sincerely, Maria P[redacted] Executive Assistant U-**ul International

August 10, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. B[redacted].   Brenda L[redacted], our Executive Assistant for our Western Arizona Regional Office, followed up on the information Ms. B[redacted] provided.  She informed our office a refund for $60.74 was issued to Ms. B[redacted], which included the $30 collection fee.  Our GM of our U-Haul Moving and Storage at 51st and Glendale attempted to speak to Ms. B[redacted]-Galvao but reached her voice mail.  The refund should post on Ms. B[redacted]-Galvao’s 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

September 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Sakiya R[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office our...

GM for our U-Haul Moving and Storage of Cocoa has made at least two separate attempts to reach Mr. [redacted]. He left messages requesting a return call to personally address his concerns and offer 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 AssistantU-Haul International

April 11, 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 Connecticut regional office, followed up on the information Mr....

[redacted] provided. She informed our office she left Mr. [redacted] a detailed message explaining she had issued a refund for $50 back to his [redacted] account for the mileage fee with tax. 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

May 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Claims Supervisor with [redacted] Insurance Company, followed up on the information Mr. [redacted]...

provided. She informed our office the claim was reported to them on May 12th and is currently being reviewed for resolution.

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

October 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Alex S[redacted], our Traffic Manager for our Northern Wisconsin and the Upper Peninsula Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Mr. [redacted], My name is Alex S[redacted]. I am contacting you in regards to the issues you have had with your recent U-Haul rental. In order for us to determine if a refund is necessary. We will need copies of the receipts of your hotel stays. Please contact me at your earliest convenience 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, Maria P[redacted] Executive Assistant U-Haul International

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.[redacted], our Traffic Manager for our [redacted] and [redacted] Regional Office,...

followed up on the information Ms. [redacted] provided. He contacted Ms. [redacted] and was able to reach an amicable resolution. Our customer will be responsible for the rental and all other charges will be removed.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