U-Haul International, Inc.

May 8, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customer Mr. [redacted].
 
Shalon L[redacted], our President for our Jacksonville Regional Office, reviewed Mr. [redacted]’s recent comments.  She informed our office she spoke to Mr. [redacted] and offered her apology for the entire ordeal he experienced.  They discussed the situation as well as the behavior of our GM.  Ms. L[redacted] explained she followed up on the information with our GM and will continue to work with him to improve our level of service. 
 
As we value Mr. [redacted] as a customer, Ms. L[redacted] sent him a $60 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.
 
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

Tell us why here...

August 12, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]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 Afternoon Mr. [redacted], I've received your information regarding your recent U-Box move out from our Aurora location. I understand you're requesting a refund of $400 and I'm needing more information regarding this request. After researching your rental, I do see there was an issue with your 7/15 move out which resulted in an additional month of charges. I see on 7/27/15 these charges were credited back to your account. Can you advise me where the additional $200 credit request has come from. Upon your response I'll be able to research this further. We appreciate your patience and time on this matter. Thank you, [redacted] UHC of E. Central CO [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

August 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers J. D[redacted] and William T[redacted], whose name is on the actual rental agreement.
Kurtis F[redacted], our GM for our U-Haul Moving and...

Storage of Eastside in Madison, followed up on the information Mr. D[redacted] provided and sent the following email in response:
Hello, I just saw your concern you had with your rental.  I just submitted a credit to your card in the amount of $76.01.  I do apologize for the issue.  If there is anything else I can do for you please let me know.  Thank you, Kurtis F[redacted] GM U-Haul 749051
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

August 19, 2015
Revdex.com ID#: 10740115
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Jason J[redacted], our Traffic Manager for our South Eastern Wisconsin Regional Office, followed up on the...

information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and offered his apology as well as advised her of a refund for $100 as requested.  The refund 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,
Maria P[redacted]
Executive Assistant
U-Haul International

January 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and assured her the truck she rented had been inspected by two separate repair shops and no issues were found. We ended up putting her goods into storage to free our truck and put it back into our rental fleet since they refused to unload the truck for two weeks. If her goods are not retrieved from storage within the specified time frame provided, we will start charging a monthly fee. Mr. [redacted] had advised Ms. [redacted] 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

May 23, 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 Hanover,...

followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email with an apology for the trouble our truck caused and advised him she issued him a refund for $50 as an adjustment. The refund was issued to Mr. [redacted]’s [redacted] account 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

October 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Amelia R[redacted], our Executive Assistant for our NW Colorado Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she has left two separate messages on Ms. [redacted]’s voice mail requesting a call back.  She reiterated that Chris O[redacted], our Area Field Manager at the same Regional Office, spoke with Ms. [redacted]’s bank and had the account fixed.  Ms. R[redacted] would like to speak to Ms. [redacted] to discuss why she is still out $122 and any other concerns she has.  She hopes to hear back soon and can be reached at ###-###-####.   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

September 15, 2015Revdex.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] at length and discussed his concerns.  She offered her apology for the delay when he picked up the U-Haul equipment and assured him she would address the issue with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  [redacted] explained we do not refund for used items, which was his wiring and drawbar kits.  She did, however, issue a refund for the extra day fee in the amount of $29.95 in addition to the refund of $40.66 previously issued on September 3rd for  the hitch starter kit.  The refund for $29.95 was issued back to [redacted]’s [redacted] account and should post on his next credit card statement.  Please be advised we do not include a jack with our equipment, which is normally used  to change a tire, because we would rather our customer not attempt to change a tire on a loaded truck or trailer to avoid possible injury to our customer.  For that reason we provide Emergency Road Assistance that is available 24/7 every day of the year.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

October 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

After another review of the information Ms. [redacted] provided, please be advised our decision in the matter remains the same. U-Haul is a do-it-yourself moving company. We can suggest size of equipment based on average rooms of furniture. Only the customer knows how large or bulky their items may be and it is their responsibility to make the final decision on what size of truck will accommodate their items.

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

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

July 24, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Ms. [redacted]...

provided.  She informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s Visa account on July 20th.  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

[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 11688191, 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,

September 19, 2016
 

size="3">Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Lisa S[redacted], our Traffic Manager for our South Alabama Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office options were offered with available equipment.  We offered a one-way from Mobile back to Fairhope or a 26-foot truck for 24-hours in Robertsdale.  Mr. [redacted] relayed the options we offered would not work for him and he rented a truck with [redacted], which was slightly higher.  A refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Visa account on August 27th, which more than covered the difference in rates.  The refund should post on his next credit card statement 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

November 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Vicki P[redacted], our Executive Assistant for our Baltimore Regional Office, reviewed Ms. [redacted]’s recent comments.  She assured our office, after another review of the rental, they found nothing to warrant what Ms. [redacted] provided.  Our Area Field Manager went as far as contacting our next customer that rented the same truck and who had traveled over 300 miles.  They relayed they had no issues with the truck.  Ms. P[redacted] stated the truck has now since gone on three rentals and traveled over 800 miles without incident.  Please be advised the charges for the rental are correct and 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

August 22, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. G[redacted].   Joseph H[redacted], our Area [redacted]r for our South Eastern Wisconsin Regional Office, followed up on the information Ms. G[redacted] provided.  He informed our office he sent Ms. G[redacted] an email explaining the situation and that she was issued a $100 VIP Certificate.  All fees that were wrongly charged were refunded immediately.  Mr. H[redacted] offered his apology for the inconvenience and asked Ms. G[redacted] to call him if she had other concerns or further questions.    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

January 29, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted]. Godfrey W[redacted] our Area Field Manager for our Tidewater Regional Office, followed up on the information provided and sent the following email in response:Ms [redacted], sorry but you...

were charged the difference in rate at the time when you dropped off the trailer in King George. The location could not change that since you were supposed to drop off in Chesapeake, VA of course the rate had to change. What you were changed at the time was the difference. Thanks Godfrey Waswa U-Haul Co.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

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of Anchorage, followed up on the information Mr....

[redacted] provided. She informed our office she spoke to Mr. [redacted] and explained all options and documents were provided at the time of rental. Mr. [redacted] relayed he did not read the information provided that would have informed him what was covered under the Safemove Protection.

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 tried to reply further on the e-mail that I got from Revdex.com, but the only thing that I found that I was allowed to do was download a file, which I don't have a file to download. As I stated in my original complaint I feel that I was misled by the employee of U-Haul and the wording of the contract. The contract stated that the coverage I paid for covered me for the minimum required in Ak., the person behind the counter said that I didn't have to inspect the truck for previous damage because I purchased the insurance. U-Haul manager of that store did call me but she basically told me that the information was available for me to read when I signed the contract. And that they won't reimburse me for the $900 that I had to pay to the owner of the car I backed into. I still feel that I have been wronged by U-Haul.  I will fax you a copy of the contract, thanks. 
until we talk again,thinking of you

September 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments [redacted] provided your office and left two messages for [redacted] requesting a call back. He is waiting for a return call.

Thank you again for bringing this matter to our attention and for your continued support.

Sincerely,

Executive Assistant

U-Haul International

January 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. Because he has not been able to reach Ms. [redacted] by phone, he sent her an email with a copy of the charges. He reiterated that in the end she was only charged $35.47. Late Not Returned fees were refunded as well as a refund for $50 that was issued as an adjustment. Mr. [redacted] is waiting to hear back from Ms. [redacted] if she wishes to contact him.

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