U-Haul International, Inc.

August 4, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref@: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Tracy D[redacted], our Traffic Manager for our Baltimore Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and relayed she was with U-Haul.  The person that answered hung up and did not answer when Ms. D[redacted] called back.  She left a message asking Ms. [redacted] if there was another telephone number she used because she was unable to locate calls under the number we had on file.  She 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 Assistant U-Haul International

Due to length of response, it could not be posted to the Extranet.  Response was emailed to [redacted] of the Revdex.com of Phx instead.
Thank you,
Maria P[redacted]

justify;">U-Haul Internationa.

January 15, 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 Gainesville Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide her with a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. This was explained to Ms. [redacted], however, Ms. [redacted] became angry and her friend removed her from our U-Haul Center. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4 of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.

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 6, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. [redacted] informed our office [redacted] was contacted and...

advised of a refund for the difference in rates in the amount of $100.11. The refund was issued back to [redacted] account and should post on his next credit card statement. As we value [redacted] as a customer, [redacted] also 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. 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

July 25, 2016   Revdex.com ID#:...

11564763 U-Haul Ref#: 1153207   Thank you for your concern for our customer Ms. [redacted]   Bandi E[redacted], our Executive Assistant for our South Seattle Regional Office, followed up on the information Ms. [redacted] prov[redacted]d.  She informed our office she spoke to Ms. [redacted] and discussed her concerns as well as issued her a refund for $150 as an adjustment.  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

March 24, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] South and SW Suburbs regional office, followed up on the information [redacted] provided. She...

informed our office [redacted] secured her truck rental at her desired pick up location this morning.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

September 15, 2015Revdex.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 the...

U-Box arrived damaged and unable to be placed on a trailer for Ms. [redacted] to take home.  Once we received authorization for the box to be off loaded into a U-Haul truck, we hired movers to do the transload while our customer was present to supervise and then get their goods to their home.  The second box was never missing but taken to a different warehouse due to the fact indoor space was not available at our original location.  Ms. [redacted] relayed that Ms. [redacted] was scheduled on three separate occasions for pick up since the box had arrived on June 22, 2015.  When the box was still not unloaded was when it was moved to our other warehouse.  She explained she spoke to our customer on several occasions about receipts and she emailed what she could as far as what was charged to their credit card.  She gave them a $200 credit for the confusion and delay in retrieving their belongings, to which Mr. [redacted] agreed.  When she was notified of damages, she started a report for [redacted] Insurance Company and emailed them the claim# [redacted] and provided them with the telephone number to [redacted] as well.  As of August 11th the claim states “Closing file and incident only at this time.  If customer wishes to pursue a claim for cargo damage, please refer them to [redacted]  Can reopen the claim at that time.”   Ms. [redacted] stated she has only received one message and called and left a voice mail message on the number left with her office.  She would like to personally speak to Mr. or Ms. [redacted] to see how she can further assist them.  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 5, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Denise F[redacted], our Traffic Manager for our Southern Louisiana Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms. [redacted] requesting a return call.  She explained she will issue a refund for the $40 fuel expense.  She was unable to find a charge for packing supplies and requested a copy of the invoice and credit card statement to verify the charge.  Ms. F[redacted] also mentioned she didn’t see a rate of $128.25 for the trailer rental Ms. [redacted] states she was quoted and requested a copy of that reservation document as well.  She hopes to hear back from Ms. [redacted] 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, Maria P[redacted] Executive Assistant U-Haul International

October 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our Eastern Florida Regional Office, reviewed Ms. [redacted]’s recent comments to your office.  She explained she contacted Ms. [redacted] and left a message offering her apology for giving the wrong number for [redacted] Insurance Company and that it was not intentional.  She provided the correct number and let her know they would need to follow up with [redacted] on her claim for damages.  Ms. [redacted] also explained the U-Box contract has been closed and there should be no additional charges and that she had refunded for the three months rent that was charged as well in the amount of $170.70.  She left her telephone number if Ms. [redacted] needed further assistance or had other concerns.  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

March 13, 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 New Hampshire and...

Maine regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted], My name is [redacted] and I am with U-Haul Co of NH & ME. I am responding to your concern about possible improper charges during your rental; due to inaccurate information on your rental contract. What had happened is that at the time of rental we entered the wrong equipment number onto the contract. We realized our mistake about a half hour later and made the proper changes. I'm showing that we charged you for a total of 70 miles, you feel that is not accurate? On your outgoing contract, you had estimated you'd be going 75 miles. At this time I believe that the charges are accurate and true. Therefore, there will be no refund issued. If you need to reach me, I can be contacted at jennifer_[redacted]@uhaul.com Thank you, [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

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

concern for our customer Ms. [redacted].   David R[redacted], our President for our Detroit Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and agreed to issue her a refund for $800, which is all payments made on the storage unit.  He is also helping her through the claims process on her auctioned 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 P[redacted] Executive Assistant U-Haul International

March 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office,...

followed up on the information Mrs. [redacted] provided. She informed our office Mr. and Mrs. [redacted] were referred to [redacted] Insurance Company to file a claim for their loss.

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 22, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] and discussed her concerns.  She also advised her the bill 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, Maria P[redacted] Executive Assistant U-Haul International

July 14, 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 at [redacted] location, followed up...

on the information Mr. [redacted] provided. He informed our office he has made attempts to speak to Mr. [redacted] but has not received a return call. Mr. [redacted], however, did issue a refund for $194.55, the price of the hitch and installation. The refund was issued back 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

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at National Rd., reviewed the information Mr. [redacted] recently provided and explained he waived all fees and added an additional credit to his storage account. He has attempted multiple times to get auto pay set up and has left messages and his cell phone number for Mr. [redacted] but has not received a call back. He did offer his apology in the message he left recently for failing to call him on the previous Friday as promised.

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 [redacted]er to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

December 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

[redacted], I have reviewed your contract and will refund half of the $50 cleaning fee. I will also remove the $30 promissary note fee once the rest of the balance is paid in full. You did bring it back short in fuel. So I will right get the $25 off the cleaning and will wait for the balance due of $48.32 to be paid and the rest will be dropped. Once you pay, please email us back to let us double check to make sure the rest is dropped. Thanks! [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

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Mr. [redacted] and relayed the information she received after the situation was investigated by [redacted] Insurance Company:

Damages claimed to the wheel well are in an area that we would not have been near during the installation of the transmission cooler or brake controller and is consistent with a high speed rubbing or road debris against the plastic wheel well area. There is no indication or proof this was caused by U-Haul and the damages appear to be unrelated to any work done by U-Haul.

 

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

December 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] and [redacted], followed up on the information [redacted] provided...

and sent him the following email:[redacted]; Thank you for allowing us the opportunity to review your complaint your recently entered. Our Marketing Comapny President has gone over your statement and we wanted to let you know what our position is on this matter. Safemove insurance is charged at a daily rate. Which on your rental it would be $28 per day, but we will go ahead and refund your creidt card back the $28 for the 2nd day due to the lack of information that you received when you picked the equipment up at our dealer. As far as the fuel charge of $30, we will not be refunding this. We have reviewed the repair history for the last 6 months and there has not been any fuel related issues with this equipment. Please contact the Marketing Company that you returned the equipment to as we do not oversee that location, [redacted], for any furhter issues to the return of the truck. Your refund of $28 has been processed today, 12/17/14. We sincerely apologize that you had issues with your equipment rental, and they will be addressed with the pick up location in [redacted]. We do Thank you for bringing this to our attention as we do appreciate your business and hope that you continue to use our services and products. Happy Holiday's Regards, [redacted] Executive Assistant U-Haul Co or [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

May 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

When Ms. [redacted] spoke to our Call Center in Phoenix, she was told we would have the keys put in an envelope for...

her. A message was then sent to our U-Haul Center to request they check for the lost keys and that Ms. [redacted] would be returning to the Center to retrieve them. Laura P[redacted], our GM of our U-Haul Center involved, advised our office they were very busy the morning Ms. [redacted] called the Call Center and never had a chance to check their messages, therefore, they were unaware she had left her keys in the truck she rented and would be returning to retrieve them. She stated they never did find the keys and asked us to offer her apology 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,

Maria P[redacted]

Executive Assistant

U-Haul International

June 20, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Dave Hellmers, our President for our Southern Colorado Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and discussed her concerns.  They were able to reach an amicable resolution with a refund for $1252 to cover their out of pocket expenses along with monetary reimbursement as an adjustment on their rental.  A check was issued to Ms. [redacted] on June 16th.   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