U-Haul International, Inc.

March 26, 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 of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]...

advised her the bank contacted her on March 14, 2015 to say the dispute was settled.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 30, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Ryan P[redacted], General Manager, has reached out to the customer and came to an agreement. U-Haul will reimburse Mr. [redacted] the entire shipping amount of $1962.00 once U-Box arrives, and pay Mr. [redacted] $50.00 per day from 6/26/2016, until his U-Box arrives.
 
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

April 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Agent, had followed up on the information...

Ms. [redacted] provided. They have been corresponding via email. Ms. [redacted]’s most recent email to Ms. [redacted] is as follows:

Hi [redacted], I received the emails and want to say I completely understand your frustration with this. I contacted the location where the storage was and the email address was very close to your so someone must have made a mistake when manually typing in the address when the emails were sent. They did remove the email address on file due to the issue and will inform their customer of the issue. I also checked the Reservation and seen they also removed the email since it did not belong to the actual customer. You should not receive any more messages and if you have any further issues, please do not hesitate to contact me. Take Care !

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

April 10, 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 Brooklyn, Queens, Staten Island regional office, followed up...

on the information Ms. [redacted] provided. She sent the following email in response: Dear [redacted], Thank you for your letter concerning your U-Haul storage rental unit at our Woodside location. We value you as a customer and apologize if your recent experience with our Woodside U-Haul employees was not to your satisfaction. The General Manager of the location applied a $15 VIP certificate to your account on 04/04/14 which took care of the $15 late fee you were promised to be waived. Also a $20.00 VIP certificate was emailed to your email address on file, redeemable at any U-Haul facility on the many products and services we offer. Once again please accept our sincerest apologies. We do appreciate your business. Sincerely, [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,

Maria Palmisano

Executive Assistant

U-Haul International

July 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 [redacted] Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she spoke to [redacted], Ms. [redacted]’s son. She advised him she removed all late fees and accepted partial payment. The remaining balance was worked out to be taken on July 21st. The storage account will eventually be transferred to Mr. [redacted]’s name and he requested the payment date be changed to the 21st of each month.

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

November 9, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Shyleen D[redacted], our Executive Assistant for our Vancouver and Vancouver Island Regional Office, followed up on the information Mr. [redacted] provided and she sent him the following email in response: Hello [redacted], I apologize that you haven't been able to resolve your issues with your hitch. Could you please email me a copy of your invoice for the repairs. I will try to resolve this as quick and seamless as possible Thank You   Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this m[redacted]er to our [redacted]ention and allowing us to offer a response.   Sincerely, Maria P[redacted] 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.[Provide details of why you are not satisfied with this resolution.]

1. [redacted], Executive Assistant U-Haul International,wrote:[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 herwith a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. (Revdex.com Response). I visited [redacted], a locally owned and operated gas station, on Friday, January 16, 2014 in person to discuss my case with the manager. The owner of [redacted] stated that neither him nor his representatives spoke to Ms. [redacted]n regarding my case, and told her that they would provide me with a receipt, if I could give them the date and time I filled the truck. Thus, Ms. [redacted] has falsified information to corroborate her case against me. The manager also said to me that it would have been feasible to provide me with a receipt, if I had paid with a credit or debit card.  Even with an exact date and time, which would have been between the hours of 10:30-11:15P.M on Jan. 5, 2014, it’s difficult to verify my case because they cannot directly trace cash payment to a specific car or ensure that I am indeed the individual who made the specific cash payment.  Furthermore, the manager also said, if U-Haul had billed me for the fuel on Jan. 6th and then I called [redacted] on that day about the charge, it would’ve been easier to for them to track thepayment- days later makes it hard. They never received a call from Ms. [redacted]n or any other employees of U-Haul.  If Ms. [redacted] did call the [redacted] gas station, then U-Haul should be able to provide phone records to substantiate their statement.2. “Ms. [redacted] became angry and her friend removed her from our U-Haul Center. “This is a deceitful statement that seeks to diminish my character. Indeed, I was upset because I was charged for unexplained charges.  In addition, Ms. [redacted] demeanor wasnonchalant and dismissive.  I would like Ms. [redacted] to provide video evidence to substantiate that I had to be removed from her store. My brother who accompanied me on the day I visited the store in person, stood at the entrance door while I vented.  He never had to enter the store in order to remove or calm me down. He simply said let’s go and forget about it while standing at the entrance door. 3. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.My bank statement displays two different charges with different dates and reference number. The first charge on January 6th for $75.00.  If the contract was closed out on the morning of January 6th, why didn’t U-Haul billed me for completed charges of $121.00 ($75 for cost of truck plus mileage plus $46.00 cost of fuel)? Instead, I was billed on January 6, 2014 for $75.00.  Two days later, on January 8, I was billed for another $46.00.  Even if U-Haul had billed the completed charges separately on January 6, 2014, the bill of date should’ve been the same for the two distinct charges, even if the reference numbers are different.I am willing to upload a copy of my bank statement to validate my argument.On January 21, 2014. I contacted Campus USA credit Union at ###-###-#### and spoke to [redacted], a representative, regarding the charges. He told me that he can only seewhat I’m seeing.  Furthermore, he stated that he understands my argument concerning two different charges on two different dates and that the merchant, which is U-Haul, would have to provideproof that that the charges were processed on the same date, the bank cannot substantiate the transaction dates. When I contacted Ms. [redacted] on January 16, 2014 to provide explanation for the charges on different dates, I was told that she will contact me at a later time. I’m still waiting to hear from [redacted].Thus, I am asking U-Haul to provide evidence that the charges were processed on the same date using the same credit card number. Anythingcould’ve happened within those two days’ time.

August 11, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on our contract.

[redacted] in our [redacted], ON Regional Office informed us the U-box was delivered to the [redacted] location on August 1...

and were emptied on August 4th and 5th. [redacted] has sent $100 in VIP certificates to [redacted] e-mail for her recent experiences with our company. These certificates can be used toward a future rental or purchase on the many products and services u-haul has to offer.

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,

[redacted]

Executive Assistant

U-haul International

April 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM of our U-Haul Moving and Storage of [redacted]. location, followed up on the information [redacted] provided. He informed our...

office he made contact with [redacted] and offered an apology. He asked [redacted] if they could work out an amicable resolution. [redacted] is waiting to hear back from [redacted] at this point.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

December 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Michael C[redacted], our GM for our U-Haul Moving and Storage of Johnson City, followed up on the information Ms. [redacted] provided.  He informed our office he...

spoke to Ms. [redacted] previously and addressed her concerns.  Ms. [redacted] was advised that it was common the straps can require to be snugged up from the car shifting during transit.  The Auto Transport User’s Guide has a checklist that recommends our customer inspect vehicle and connections at each stop.  We also provide a toll free number that is staffed 24 hours a day, every day of the year should our customer need assistance during their move.  The number is listed on the rental contract and on the equipment itself.  We have no record of Ms. [redacted] contacting us for assistance.  Mr. C[redacted] mentioned the auto transport had no mechanical issues when rented and our receiving location also relayed the equipment was in rental worthy condition when received.  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

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We had a system wide issue with our E-Alert Program around the time Mr. [redacted] rented, which allowed everyone to rent from U-Haul.

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 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   In an effort to bring closure and in the interest of our customer, Ms. [redacted], a refund check for the $50 Reservation Guarantee Fee was issued to her.  She should receive the check 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

March 26, 2014

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted] our President for our [redacted] office, reviewed the information recently provided. He relayed that over the 5 years [redacted] has been a storage customer we have waived her late fees 9 times and given her 2 VIP Certificates totaling $474.97. She has been consistently late since she has been storing with U-Haul. [redacted] stressed he believes we have sincerely helped her over the years. We have tried to work with her on showing us why she believes she is current on her storage unit but she has not sent in the documentation we require in order to write off any further late fees. [redacted] is willing to settle with [redacted] on 50% of what she owes if she can remove her items from our storage facility within 24 hours of settling on 50% of the full amount. He added that we no longer are able to continue to waive late fees and give away free storage to [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, [redacted] Executive Assistant U-Haul International

July 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] on July 2nd and discussed her concerns and then most recently left a message requesting a call back. A refund for the $50 Reservation Guarantee Fee has been issued to Ms. [redacted] along with a refund for the truck rental as an adjustment. As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her 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,

Executive Assistant

U-Haul International

July 19, 2016
 
Revdex.com...

ID#: [redacted]U-Haul Ref#: 1150727
 
Thank you for your concern for our customer Ms. [redacted]s.
 
Kelly G[redacted], our Executive Assistant for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted]s provided and sent her the following email in response:
Hi [redacted] Please accept our apology for the inconveniences that you incurred. I have personally mailed out a $200.00 cheque from my office to your address at [redacted] Please be advised if this is incorrect , please contact me at [redacted]. I will be in my office till 1:30 today. Once again, my sincerest apologies. Thank you. Kelly G[redacted] Executive Assistant
 
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 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 North Seattle regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the extra day charges in the amount of $57.55 as requested.

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 6, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com concern #[redacted]
U-Haul Reference id # [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
I emailed Ms. [redacted] letting her know her debt with U-Haul has been satisfied. I apologized for the issue and provided her my contact information if she needs it in the future.
 
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

March 25, 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 of Muskegon, reviewed the information Mr. [redacted] recently relayed with our regional office. Mr. [redacted] and his staff followed proper check in procedures when Mr. [redacted] dropped his truck off after hours. Please be advised our decision in the matter remains the same. The refund for the $30 fueling service fee was refunded in the interest of customer good faith and no further refunds will be issued.

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

January 8, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she...

left a message for [redacted] informing him of a refund for $90 back to his [redacted] account. The refund should post on his next credit card statement. She also mentioned, in regards to the reservation issue, the reservation was made online on December 27th at 7:39pm. The reservation was scheduled at 9:45am the following day. Our U-Haul location at [redacted] in [redacted] was the referred pick up location, not the scheduled location.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

December 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Ms. [redacted]Paul G[redacted] our Executive Assistant for our West Houston Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he...

left a message for Mr. and Ms. [redacted] and offered his apology for the inconvenience they experienced and also let them know he was issuing a $100 VIP Certificate to their email address.  Mr. G[redacted] mentioned they were not scheduled at the time the reservation was moved to a U-Haul dealer 3 miles from their preferred location. Their situation does not qualify them for the Reservation Guarantee.The Certificate 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,Maria P[redacted]Executive AssistantU-Haul International