U-Haul International, Inc.

May 6, 2016

size="3"> 
Revdex.com ID#: 11419323
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Casey C[redacted], our GM for our U-Haul Moving and Storage of Downtown San Francisco, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] at length.  He relayed Mr. [redacted] rented the truck and declined Safemove Protection coverage.  Mr. [redacted] had no explanation why he selected no coverage other than he believed our system failed on his transaction.  Mr. C[redacted] stated Mr. [redacted] accepted the summary of charges by signing the rental contract.
 
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 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Los Angeles East Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office he did speak to Ms. [redacted] and they were able to reach an amicable resolution on a refund.

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 1, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Steve L[redacted], our President for our Saint Louis Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hello [redacted], I received a copy of the letter you sent to the Revdex.com. I would like to apologize for the difficulty you had with an employee during your previous rental. I looked up your contract from 06-29-14 and see where you rented a truck from my store on Page Ave for $179.00 There are no notes of any problems with that rental or about any problem at the location on Olive. We do keep records and there is nothing documenting any subsequent phone call or complaint after. If we agree to give money towards a future rental, we have a means of doing that as well. Again, there is nothing in those records. If you were promised something you never got, it would have been helpful if you had followed up while the information was current. I have no way now to verify what you are telling me. In any case, I would like to keep your business and will be happy to honor a $30.00 credit, which represents more than 15% of the rental rate paid last time, towards an upcoming rental. I have issued you a VIP certificate in that amount that you can use when you need it. You will find this in your email before the end of the day, today. The certificate is numbered and there indeed will be a record of it so anyone at any U-Haul can assist you in redeeming it. Thank you for taking the time to bring this opportunity to my attention. Sincerely, Steve L[redacted], President U-Haul Co. of St. Louis   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 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]I contacted RepWest Insurance Company regarding Mr. [redacted]’s claim.  I was informed his claim has since been resolved.  If he has any further questions,...

he can contact his adjuster with RepWest Insurance Company.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

November 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul of [redacted], followed up on the information Mr. [redacted] provided.  He informed our office he issued a refund for $59.90...

back to Mr. [redacted]’s [redacted] account as requested.  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,[redacted]Executive AssistantU-Haul International

July 16, 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 [redacted] regional...

office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for $150 toward her fuel expense. The refund was issued back to Ms. [redacted]’s [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

June 12, 2016   Revdex.com ID#:...

[redacted]   Thank you for your concern for our customer Mr. **.   Kristel N[redacted], our Executive Assistant for our West Central Colorado Regional Office, followed up on the information Mr. ** provided.  She informed our office Mr. ** was contacted and was scheduled to clean out his U-Box.  She also reviewed his storage account and reversed the payment for June and removed the auto-pay option from the account.  He was assured he would not be charged any additional 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, Maria P[redacted] Executive Assistant U-Haul International

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted],...

followed up on the information Dr. [redacted] provided. He informed our office that when they spoke, it was never mentioned they did not want the shipping done. Their reservation was done online and they chose the address where they wanted the U-Box shipped. This is how they were able to obtain a rate. Mr. [redacted] stated he knew nothing of a different destination and that they were even told the U-Box was being shipped when Dr. and Mrs. [redacted] dropped off the gipsy moth form.

The most recent notes in our Customer Action File for Dr. and Mrs. [redacted] indicate a message was sent to our Boston regional office requesting they contact Dr. and Mrs. [redacted], if not already, for further follow up on their U-Box transaction.

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 29, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that our one-way fee is a flat fee from Point A to Point B. A set amount of days and miles are...

included in that one way fee. We do not charge a daily fee multiplied by the number of days for a one-way move. The days and miles allowed is generous to allow for loading and unloading as well as unexpected detours along the way. Only on an in-town move do we charge a fee per rental period but it also includes the inconvenience of having to return the U-Haul equipment back to the same location it was rented from. [redacted], our President for our [redacted] Regional Office, sent Ms. [redacted] an email advising of the above information and explained a refund was not warranted.

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 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Orlando regional office, followed...

up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and resolved his concerns. The overtime note has been cleared from our billing department.

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 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest California Regional Office located in Yuba City, reviewed the recent comments [redacted] relayed to your office. She informed our office she issued the $75 refund back to [redacted]’s [redacted] account ending in [redacted]. The refund should post on her next credit card statement.

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 30, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers Jene P[redacted] and Charles B[redacted], whose name is on the rental contract.    Elijah M[redacted], our [redacted] for our Coastal South Carolina Regional Office, followed up on the information Ms. P[redacted] provided.  He relayed that the person that wrote the letter is Takira [redacted].  Mr. M[redacted] explained he canceled the Promissory Note and also sent them a $100 VIP Certificate that can be used toward her future move coming up in a few months or on 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.   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 Pa[redacted] U-Haul International

December 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Representative, followed up on the information Ms. [redacted] provided....

She contacted Ms. [redacted] and left a message on her voicemail explaining the transaction with authorization number [redacted] will not be processed and if she does not find the funds returned to her account soon, to please contact her bank and provide them with the authorization number.

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  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers Mr. and Mrs. C[redacted].   Gerald W[redacted] III, our [redacted] for our Raleigh Regional Office, followed up on the information Mr. C[redacted] provided.  He informed our office a refund for $360.71 was issued back to their Master Card account ending in [redacted] as an adjustment on their rental.  The refund should post on their 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] U-Haul International

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

RepWest Insurance Company advised our office that payment for Ms....

[redacted]’s claim was made regarding her 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,

Executive Assistant

U-Haul International

September 28, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. L[redacted].   Shawn O[redacted], our [redacted] for our North Dakota Regional Office followed up on the information Ms. L[redacted] provided.  He informed our office he contacted Ms. L[redacted] and reached her voicemail.  He left a message explaining a refund for $120 was issued on September 19th for the rental and he issued a supplemental refund for $150 for the amount requested on September 21st.  Both refunds should post on Ms. L[redacted]’s next Master Card 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] U-Haul International

April 28, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Jerry L[redacted], our President for our Gulf Coast Texas Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he contacted our last three customers that rented the same truck Mr. [redacted] rented and asked them to rate how their move with the U-Haul truck went.  Each customer was asked if they had any problems with the truck regarding transmission, steering, braking and bad smells or any mechanical issues.  One of the rentals was a one-way move that covered 256 miles and another rental covered 231 miles and the truck was kept for 3 days.  All three customers relayed they experienced no malfunctions with the same truck and mentioned the truck drove great.  When Mr. [redacted] dropped off the truck and reported mechanical issues during his move, we downed the truck and had an outside repair shop not connected to U-Haul inspect the truck and the only issue found was a minor alignment that was not bad enough to perform a repair.  He also found the door to be about 1/8 off but when it was shut with a firm pull, it sealed.  Please be advised U-Haul would have paid this outside repair shop to make any necessary repairs, however, the vendor stated no repairs were needed and cleared the truck to be put back in service since it was found to be road worthy.  Also please be advised we have no record of Mr. [redacted] contacting our toll free Emergency Breakdown Assistance line to report a mechanical issue with the truck.  This line is staffed 24/7.  Immediate assistance could have been obtained to reduce any added stress or inconvenience Mr. [redacted] experienced.   Our decision in the matter has not changed as far as not making a monetary reimbursement.As we value Mr. [redacted] as a customer, I have taken the liberty of emailing 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.  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 AssistantU-Haul International

February 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Inland Northwest regional office...

located in Spokane, followed up on the information Mrs. [redacted] provided. He informed our office he was aware of Mrs. [redacted]’s claim and has been in contact with her and RepWest Insurance Company. He is in receipt of a list of her damaged and/or stolen items and relayed that the claim is still under investigation.

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 16, 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 Knoxville regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She advised him of a refund for $40.98 she issued back to his Visa account and should post on his next credit card statement. Ms. [redacted] also mentioned that we did make furniture pads available for Mr. [redacted] but he stated he did not have time to retrieve them. If Mr. [redacted] wishes to file a claim for damages he will need to contact RepWest Insurance Company 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

January 20, 2014

Revdex.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 Center at [redacted] in [redacted], reviewed the information Mr. [redacted] provided. He advised our office everything was explained to Mr. [redacted] up front. Mr. [redacted] did not want to pay to have the U-Boxes delivered and he could not tow them with his vehicle. His only options would be to load the U-Boxes on sight or rent a truck to deliver them. Mr. [redacted] chose to rent a truck. The estimated fees were documented on the contract at time of dispatch, which Mr. [redacted] pointed out, made Mr. [redacted] aware of those fees at time of rental. He also reiterated that the rental fee was cheaper than having the boxes delivered via a U-Box truck. 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 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