U-Haul International, Inc.

September 14, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Amber G[redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a detailed message and sent Ms. [redacted] a detailed email with her contact information.  She hopes to hear back from Ms. [redacted] soon to personally address her concerns 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

February 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. She explained she left a message for Mr. [redacted] requesting a return call to personally discuss his concerns. She assured our office the truck in question is on a current Preventive Maintenance Schedule and there are no record of calls into our Emergency Road Assistance line before or after their rental. The truck was inspected and nothing found mechanically wrong, therefore, 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,

Executive Assistant

U-Haul International

May 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern regarding Ms. [redacted] and her parents, Mr. and Mrs. [redacted].

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

regional office, spoke to Mr. [redacted] and offered his apology as well as provided his address for receipts to be sent for reimbursement. Mr. [redacted] also left a message for Ms. [redacted] offering his apology and provided the same information as he did with Mr. [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,

Executive Assistant

U-Haul International

August 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York...

Regional Office, followed up on the information [redacted] provided and sent her the following email:

Good Morning [redacted], I am reaching out to you in regards to the customer objection and the voicemail you left with your recent U-Haul contract. I did leave you a voicemail yesterday but I have not heard back from you so I am trying your email. I do apologize for all the inconveniences associated with your rental, I understand moving the date can cause extreme changes and disruptions when moving. I have discussed this situation with our Marketing Company President and we will honor your original request for compensation; $210.00 for moving help and $50.00 for the reservation guarantee for a total of $260.00. I will be refunding this back to your credit card that was charged. Once again, I am sorry for the inconveniences caused. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564

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 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Traffic Department for our Boston regional office contacted Mr. [redacted] and discussed his concerns. We...

apologized for the rude treatment he experienced and was able to work out a truck rental for him for pick up at 4:00 pm on May 31st until 2:00 pm on June 1st. Our Traffic Manager assured our office the information Mr. [redacted] provided would be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve 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

December 19, 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 Metro DC Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she spoke to Mr. [redacted] and they were able to reach an amicable resolution. A refund for the base truck rental fee and fuel was issued back to Mr. [redacted] Card account. The refund for $69.03 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

August 29, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Kristina K[redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response: Dear [redacted], We here at U-Haul have reviewed all the calls for the file in question. All calls made to the call center agents advised you at the time of the reservation that the location could assist in any way to offer a pro-rate on the storage, and the General Manager could a make a decision like that. On the call with the other agent she also advised that U-Haul does not offer pro-rated storage, and also tried to assist by getting the location on the phone for you so that they could be talked with the General Manger (due to the fact that he was the only one that could make that decesions to give any money back). For this matter the location has offered Vip for the amount of $87.47 as a customer good will, and that offer is still valid if willing to take it. Please contact the General Manger of the location as the location offered this to you. Thank you, Kristina K   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

[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 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.
I want to thank the Revdex.com for your help in resolving this matter as working directly with U-haul and not accomplished the same result. This resolution was only possible through the assistance of the Revdex.com.
Regards,

June 28, 2016
Subject:
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
Thank you for the follow up and update. Ms. Elizabeth did contact me on June 26th (Sunday) about the the 192.50$ error but no refund was received on my end as of Wednesday (June 29th). Moreover; No mention to the damages to my furnitures caused by the movinghelp.com reccomendeded and advertised by U-Haul.
Sincerely;
[redacted])

October 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   Cliff S[redacted], our Field Manager for our Central Chicago Regional Office, reviewed [redacted]’s recent comments.  He informed our office he spoke to [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee.  He should receive the refund 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, Maria P[redacted] Executive Assistant U-Haul International

June 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your forwarding Ms. [redacted]t’s recent comments to our office.

[redacted], our President for our U-Haul Storage Centers of Dallas, followed up on the information Ms. [redacted]t provided. She informed our office they went ahead and issued a refund for the amount charged to Ms. [redacted]’s credit card. Attempts were made to reach Ms. [redacted] by phone but were unsuccessful, however, an email was sent to her advising her of the refund. I would like to mention that when the Promissory Note was sent in for collection, our Credit Administration Department charged the credit card listed on the rental agreement, which is normal procedure.

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

November 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul of Oakland, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:Mr. [redacted], Sir, my name is [redacted], I am currently the General Manager of Uhaul of Oakland, at your earliest convience, please give me a call at ###-###-####. My email address is [redacted]@uhaul.com. I hope to hear from you soon. Thank you.Mr. [redacted] also left a message with a gentleman that answered the phone requesting Mr. [redacted] call him back in order to personally address his concerns.  As we value Mr. [redacted] as a customer, Mr. [redacted] sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans.  We rent storage units, garden equipment and steam cleaners.  We sell boxes, bubble pack, rope, tape and propane.  We also sell and install permanent hitches.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

July 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. He advised our office he has left numerous messages for Mr. [redacted] requesting a call back to discuss his concerns and reach a resolution. He hopes to hear back from him soon.

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 9, 2015

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 SW Ohio Regional Office, advised our office that Ms. [redacted]’s concerns were reviewed by both our President of our Regional Office as well as [redacted] Insurance Company. Please be advised that the storage building was inspected and the decision not to pay any damages 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,

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.

On either July 1 or July 2 (forgive me as I cannot recall which date), I received a call from [redacted] at ###-###-#### to discuss the events.She reports I was being issued a credit of $50. I told her this was reported to Revdex.com and that I do not want to be responsible for any money surrounding these events. She asked me to hold on phone. She came back to line and said she would call back “in a little while”.  No call received until 7/6 afternoon. SEVERAL DAYS LATER.7/7 at 1:40p, I called [redacted] back. I addressed her lack of return phone call 7/1 or 7/2. She reports there was a $50 credit issued – to be used for FUTURE reservation, not applied to any of my current reservations. I informed her I would not be using UHAUL in the future and that $50 credit is meaningless.She reports they reimbursed us for the truck rental and we would see that refund on credit card in 5-7 days. She emailed me a copy of receipt.We reviewed current terms of storage. As per [redacted], our storage units are free until 7/28 afterwhich the 3x8 unit will be charged $99.95/month and the double unit “4304-06” will be charged $219.95/month. The storage box that they have (which was filled on 6/24) is already paid for through 7/31 and then $159.95 will be charged.She was made aware that since we have to hire movers to move our stuff, we don’t know when they are available and again, we do not want to pay any money for the additional storage time. None of these processes were a result of our lack of preparedness in holding up our end of the business agreement.I told her I would be in touch prior to the 28th of July.This issue will not resolved until our belongings are out of UHAUL storage. We are anticipating a $1500 expense to hire movers to empty the storage units and bring the belongings to our new home in the next few weeks.This $1500 expense is a direct result of the lack of availability of the UBOXES on 6/28 when we were planning on storing and then transporting them ourselves to our new home.We do not have a truck nor manpower available to empty the storage units AND transport to the new home and then unload them.

Regards,

April 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Western Wisconsin regional office, reviewed the information Mr. [redacted] recently provided. He advised our office he explained our maintenance program to Mr. [redacted] along with our dispatch and receiving inspection policy we have in place when he had previously contacted Mr. [redacted]. He assured our office he will ensure proper procedures are being followed locally and corrective action taken where needed.

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 6, 2016
 
Revdex.com concern ID:  [redacted]
U-Haul Reference id #[redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Michelle B[redacted] Marketing Company President, has tried to reach Mr. [redacted] and has not been able to reach him.
 
Mr. [redacted]’s original shipping date was scheduled via our web site at uhaul.com by Mr. [redacted] for a pick up date of August 2nd. On June 16th we were contacted to change the pickup date from August 2nd to June 16th. Our system only signals us for paperwork at a set date prior to delivery. We only found out the paperwork was not completed correctly on June 17th. This was after the pickup date was move up by almost 1 month. Delivery dates change based on pick up dates and scheduled ship dates. Shipping days for Mr. [redacted]’s move were disclosed as 12 days.
 
We contacted Mr. [redacted] as soon as we had the information regarding his paperwork. Our original offer still stands. If Mr. [redacted]’s U-Boxes are not delivered within the appropriate time frame as agreed per contract, not including days delayed by paperwork, we will pay the $50.00 per day for late delivery.
 
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

May 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Ms. [redacted] provided and sent her the following email in...

response:Dear Jodi, I am in receipt of your complaint concerning the problems you had with your rental. I appreciate you letting me know about this. Our objective is no less than 100% customer satisfaction. I am truly sorry for your delay in pick up and all of the confusion at the facility. U-Haul does not want a single customer to experience what you did. Or to feel like your safety or well being is not important to us. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. And I am grateful that you took the time to file a complaint so we can make this right for you and your family. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. I am having the unit that you utilized pulled from the fleet and checked over. I will also be speaking with [redacted] about your dispatch and his lack of follow up when you contacted one of his employees in reference to your move. It is true, he had just had a heart attack, but with that said, we still expect that policies and procedures are being implemented and followed. You have my apologies and I hope you will give U-Haul another chance to serve you better in the future. I have processed a $100.00 credit to your mothers credit card sent you a $100 U-Haul VIP certificates for your inconvenience. You can utilize it for rental items, hitches or hitch accessories, propane, or packing material sold at any U-Haul facility or on-line. Again, I am very sorry that your experience was less than adequate, and hope that you will give us an opportunity in the future to get your business. Sincerely, [redacted] Customer Service Manager U-Haul Company, [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

June 22, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Joann Galati, our Executive Assistant for our Western Florida Regional Office, followed up on the information Ms. [redacted] provided.  She advised our office she contacted our Credit Card Processing Department and was informed the reversal of the credit to Ms. [redacted]’s credit card cannot be reversed because the $50 refund was already transmitted.  Ms. [redacted] will need to contact her credit card company or bank to obtain the refund.  They will normally mail their customer a check if there’s a credit on a closed credit card account.   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 12, 2014

Revdex.com # 10150686

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] Regional Office spoke to [redacted] and apologized for his recent experience with our company. [redacted]...

[redacted] offered [redacted] a $25.00 refund which was credited to his [redacted] on 8/9.

Our customer 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