U-Haul International, Inc.

February 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho regional office,...

followed up on the information Mrs. [redacted] provided. She informed our office she corresponded with Mr. and Mrs. [redacted] by email. The rate on their rental was already discounted by $144. The base rental rate was adjusted from $39.95 to $25 and the mileage adjusted from $.89 a mile to $.50 a mile. No further adjustments will 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

September 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul Moving and Storage at [redacted]., 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 of a refund for the full amount of the rental, or $611.24, as requested.  The refund was issued back to her [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,[redacted]Executive AssistantU-Haul International

February 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

The breakdown of the rental charges are as follows:

24' Truck: $39.95

Mileage: $270.97 (343 miles @ .79 a mile)

Safemove Protection: $14.00

Appliance Dolly: $10.00

Furniture Pads: $10.00

Environmental Fee: $5.00

Fuel fill up: $212.50

Fuel Service Fee: $30.00

Tax: $20.16

Total: $612.58

Previously paid: $215.59

Balance: $396.99

As previously relayed in my last response, a refund for $100 was issued for the fuel in the first truck and a $100 VIP Certificate was issued for the inconvenience Mr. and Mrs. [redacted] experienced with the breakdown. I spoke with [redacted], our President for our Iowa regional office. He relayed their decision in the matter remains the same. Mr. [redacted] is responsible for the replacement of the fuel in the truck, as explained in the rental contract. Our billing department also advised me they still have an open billing account for the balance of the rental that was placed on a Promissory Note and sent in for collection.  I hope Mr. [redacted] will take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years.

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 4, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted]...

provided.  He informed our office he left a message for Ms. [redacted] explaining he issued her a refund for $25 back to her Visa account.  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

June 4, 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 South Carolina regional office, followed up on the information...

Mr. [redacted] provided. A refund for $1000 was issued to Mr. [redacted] as an adjustment and was amicably accepted.

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 21, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted]   Patricia Ti[redacted] Senior Staff for our Eastern [redacted] Regional Office followed up on the information Mr. [redacted] provided.  She informed our office our Collections Department shows Mr. [redacted] owes $508.30 for the damage done to the U-Haul truck and is unsure why there are additional charges.  Mr. [redacted] was contacted and will be providing us additional information to accurately address 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, Maria P[redacted] Executive Assistant U-Haul International

May 4, 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 Western North Carolina Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $179.07 back to her Visa account. 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

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.

there were three people on the phone call with U-Haul's agent.  How did three people misunderstand

Agent?  The phone number that Uhaul agent [redacted] reserved my reservation on was [redacted].  Please refer to that phone conversation that the reservation was made from.  I even verified the amount for 380 before I gave her my card number.  I am extremely I'm unpleased with my service still and would never use U-Haul ever again.  [redacted] lacked in his job as a supervisior by just emailing me this very generic email and has not done his job in taking care of this matter in a professional manner as a customer service supervisior.  He never even contacted me by phone as I have tried to contact him today. I would like for Revdex.com to review the phone call that they were able to pull.

Regards,

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

concern for our customer Ms. [redacted].   Christopher O[redacted], our Area Field Manager for our NW Colorado Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he worked with Ms. [redacted]’s credit card company to resolve the issue.  He sent a fax with the receipt of the reservation amount and the credit card company was going to drop the freeze on her account.   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 31, 2016

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

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

Tina Jaggers, our Executive Assistant for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] was contacted and offered an apology for the inconvenience he experienced.  He was also advised of a refund for the full amount of the rental back to his Visa account.  The refund for $164.80 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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

July 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the...

information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and offered his apology for the behavior of our employee.  He applied the one-way rate from Scranton to Wilkes-Barre and issued a refund for $42.52 back to Mr. [redacted]’s [redacted] account.  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

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

followed up on the information [redacted] provided. He informed our office he left a message for [redacted] advising her he reviewed all charges and they show to be correct.

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 21, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, reviewed the recent information [redacted] provided. He informed our office they have left a total of 6 messages for [redacted]. He assured our office they did not see any improper charges. He also explained that our U-Box Department is reviewing charges to ensure all is correct. When [redacted] returns their call they will reopen her Customer Service file, however, at this point they do not show a refund is due back.

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 22, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the...

information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and addressed her concerns.  She advised Ms. [redacted] her debt had been paid off and she had confirmed this information with our Collections 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

July 17, 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] provided. He informed our office he sent [redacted] a check for $84.50, which she should receive in the next 10 business days.

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 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.First and foremost, I have not received any message from anyone at U-haul or from a [redacted]. This U-haul representative, [redacted], addressed only one minor issue out of the countless issues I experience with the company. I am not sure who Mr. [redacted] is, but I, Ms. [redacted], was in no direct communication with anyone, after the numerous attempts to get in contact with someone at any of the locations/offices. In addition, I was told by multiple customer service representatives that no one could assist me since my complaint was put in and that only Revdex.com could assist me with anything. Please have the respondent refer back to my letter sent to the Revdex.com and to carefully review it for a more fair resolution, as $100 is an unacceptable repayment for what U-haul put me through. Again, I believe I should receive a full refund of $1,592.55. 

Regards,

[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.

Regards,

Damon S[redacted]

December 13, 2016   Revdex.com ID#: 11865276 U-Haul Ref#: 1281525   Thank you for...

your concern for our customer [redacted] J. ([redacted]) Lechausse.   Don Chae, our President for our San Diego Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and advised her of a refund for $1,500 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

June 29, 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 Eastern Arizona Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she has not been able to reach Ms. [redacted] by phone and has not received a return call. A refund for $45 was issued back to Ms. [redacted]’s [redacted] account for the extra rental period charge. 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

August 19, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. P[redacted].   Michelle D[redacted], our Traffic Manager for our Portland Regional Office, followed up on the information Mr. P[redacted] provided and sent the following email in response: Dear Mr. P[redacted], please accept my apologies that we did not meet your expectations by having your boxes in the truck when you picked it up. I have refunded your card for the purchase. if you have any other questions don't hesitate to contact me. Have a great week.   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