U-Haul International, Inc.

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

[redacted], our President for our Nashville regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted]...

the following email:

Mr. [redacted], I have reviewed the charges on the card as well as the video tape of the incident in question. In the video it shows you throwing the pads out into the snow, dragging them across the parking lot (some 50 yards) to your vehicle next store at [redacted], and then dragging them back and throwing them into the truck. The pads are not useable at this point and had to be discarded. You were aware that the pads needed to be folded to not be charged and disregarded that request and also damaged them. The $95.40 replacement charge for the pads stands. A copy of this letter is being forwarded back to the Revdex.com. We will also provide the video to the Revdex.com if requested or needed. [redacted] Marketing Company President U-Haul Company of Nashville

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 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Fresno regional office,...

followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $79.08 back to their credit card, which 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,

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.

Simply removing an Ealert doesn't come close to the internal malfeasance articulated against a customer, me and allowed to fester due to corporate policy.... How many times has this occurred and the persons were either unknowledgable of the Revdex.com or other means of escalating concerns when a corporation fails as a whole to act in a manner conducive of customer interests...?   Likewise, simply removing something that never should have perfected as a retaliatory function; does not come close to the inconveniences placed on me on 2 separate occasions...Nothing short of termination of this Manager that set this alert in motion and/or my refund will be acceptable outcome.

Regards,

March 30, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate U-Haul processed the charge and the credit on the same day, March 21st, to...

Ms. [redacted] account. However, a bank has up to 30 days to post the transaction to the account. Our GM for our U-Haul Moving and Storage of Elyria, [redacted], advised our office he personally handled Ms. [redacted]’ truck rental and she used her card as a debit transaction. Mr. [redacted] explained to Ms. [redacted] how the refund would take place. Ms. [redacted] went as far as to pause the rental and checked the balance of her bank account on her phone. The total amount collected was $54.16 for the rental.

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 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], a Senior Customer Service Agent, reviewed Ms. [redacted]’s concerns and sent her the following email on October 28th:Hello, This is in regards to file [redacted] about an issue with your refunds. First of all I would like to apologize for any inconvenience you may have experienced. After having done some research, I do see that there has been two separate $50 refunds submitted to the cards on file. One was issued on 8/1/2015 to the card ending in ([redacted]) and another was issued on 8/4/2015 to the card ending in ([redacted]). Please check with your card companies in regards to these refunds. Usually their customer service numbers are on the back of the card. If you have any other questions or concerns please contact our customer service line at ###-###-####. Thank you for choosing 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,[redacted]Executive AssistantU-Haul International

May 11, 2016
Revdex.com ID#:...

11409581 U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. L[redacted].
Lisa R[redacted], our Executive Assistant for our Riverside Regional Office, followed up on the information Mr. L[redacted] provided.  She informed our office the hitch and wiring were installed on Mr. L[redacted] vehicle as well as the brake controller.  However, due to the location of the switch under the dash of the vehicle requiring removal of complete interior of driver’s side under the dash and we are not able to remove this, Mr. L[redacted] was informed to take his vehicle to a Porsche dealership or automotive repair facility familiar with his vehicle to complete the installation of the brake controller.   Since we were unable to complete the work, the labor was completely deducted for installation of the brake controller.  Ms. R[redacted] relayed Mr. L[redacted] came into our U-Haul Center, took the keys to his vehicle and literally ran out to his vehicle and left without paying the bill.  A police report was filed for theft.  The police advised U-Haul to bill the credit card the appropriate fee since Mr. L[redacted] signed for the service to be done.  Mr. L[redacted] is not due 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,
Maria P[redacted]
Executive Assistant
U-Haul International

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement.Pam Allen, our Executive Assistant for our Southern Louisiana Regional Office, followed up on the...

information Mr. [redacted] provided.  She informed our office Mr. [redacted] was contacted and we were able to reach an amicable agreement.  We offered our apology for the inconvenience they experienced and advised him of a refund for $1000 as an adjustment on their rental.  The refund should post on their next Visa 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 AssistantU-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].
 
Area Field Manager, Stephon C[redacted] has issued the $50.00 back to the customer card for the reservation guarantee. We apologize for any misunderstandings. Ms. [redacted] was scheduled at an alternate location before her move.
 
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

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our West Central Colorado Regional Office, reviewed the recent comments from Ms. [redacted]. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained we try to accommodate every customers needs to the best of our abilities, but that sometimes means we have had to displace other families due to a late return. Mr. [redacted] and Ms. [redacted] were able to reach an amicable resolution by issuing her a refund for $60 to help offset the inconvenience she experienced. He also offered his contact information in the event she wished to make a reservation in the future, he would be happy to help set that up for her. Mr. [redacted] relayed we will continue to rent to her and the moving company. He assured our office he would also discuss the situation with our GM involved to ensure our customers are receiving the quality of service they have come to expect and deserve 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

December 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office that him and his staff have corresponded with [redacted] by email on several different occasions. [redacted] sent the following email to [redacted] recently. Please be advised our decision in the matter remains the same.[redacted], first I will inform you that [redacted] is actually [redacted] and she is still employed by U-Haul. Secondly I instructed [redacted] not to print off all those receipt and to direct you towards U-Haul Premier Storage Account on line so that you could at your leisure go through your ledger. It is not our position to find out every customer personal financial circumstance or how they will be paying, we have late fees for a reason. I will caution you on your threat of [redacted] This Week and The Standard as this could be considered slander, please also be advised [redacted] now feels you are harassing him (bill [redacted]). At this time I will advise you there will be no further discounts or refunds. I will once again tell you [redacted] is not going anywhere and if these action continue I will have no choice but to send you an eviction notice from our facility. Thank you [redacted] President [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

October 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Brett W[redacted], our Program Manager for our Center Sales and Support, followed up on the information Ms. [redacted] provided.  He informed our office he authorized...

a refund for $166 to Ms. [redacted] as requested for the inconvenience she experienced.  He also explained Ms. [redacted] agreed to tow the trailer.  She could have contacted U-Haul if she decided she was not comfortable completing her trip, even if she was just halfway to her destination.  We would have allowed her to drop the trailer at a U-Haul location short of her destination, however, she did not contact us to allow us to assist her.  For this reason, a refund for emotional damage is not warranted.  The refund for $166 was issued back to Ms. [redacted]’s Visa 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,Maria P[redacted]Executive AssistantU-Haul International

June 24, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted] – [redacted]
U-Haul Reference id[redacted]
 
Thank you for your concern for our customer Mr. [redacted]
 
Mr. [redacted] was contacted and we apologized for not following up with a call when there was still a debt owed on his account. The emails we sent must have been directed to his spam folder and he was unaware he still had a balance owed.
 
We refunded the $30.00 service fee back to Mr. [redacted] credit card. Mr. [redacted] was happy with the outcome.
 
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

June 11, 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 Chicago and Chicago...

Western Suburbs, followed up on the information Ms. [redacted] provided. She informed our office she left two separate messages for Ms. [redacted] requesting a return call in order to personally address her concerns. Ms. [redacted] issued her a refund for $50 for her travel inconvenience. The refund should post on her next [redacted] 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

April 5, 2016   Revdex.com ID#: [redacted]

justify;">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Seung Yoon L**, our Traffic Manager for our Central Ontario Regional Office, followed up on the information Ms. [redacted] provided and informed our office Ms. [redacted] was contacted and offered an apology.  Her reservation was moved a few times but was filled at her preferred location and with the size of truck she requested.  A refund for the extra charge was also 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, Maria P[redacted] Executive Assistant U-Haul International

September 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental...

agreement.

[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided and sent them the following email in response:

I have reviewed the concern you filed with the Revdex.com in Arizona. I am at a loss to explain how the reservation got so convoluted. No one can give me an explaination. You are correct, your reservation was made far enough in advance to be honored in Davis. You have requested $69.81 I feel you should receive $75.00. I will credit that amount back to the [redacted] card that ends in [redacted]. I will process the refund today and you will see it back on the card in 3 to 5 business days. Please accept my apology for the mixup.

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 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Sakiya R[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the information...

Ms. [redacted] provided. She explained Ms. [redacted] made her reservation online. The reservation was filled with the size of truck as requested. Unfortunately that weekend, they had no larger trucks available to be able to upgrade to a truck with a ramp. In the interest of customer good faith, Ms. Reddick issued a refund for $25 back to Ms. [redacted]’s Visa account 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

August 15, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

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

[redacted] in our Yuba City Regional Office informed us she has left several voice messages for [redacted], asking for a call back to discuss her concerns. [redacted] is...

processing a check refund for $75 which is being sent to the address on [redacted]'s Revdex.com file.

We truly apologize for [redacted]'s recent experience with our company.

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

June 25, 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 [redacted] regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] by phone and explained how our reservation guarantee procedure works and that the information is also available on our website.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $25 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

June 24, 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 Southern Minnesota regional...

office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]’s father returned the loaded U-Box without a lock. He was advised we could not accepted a U-Box without a lock. As stated on the rental agreement, it is the customer’s responsibility to provide a lock for the box. Her father then returned the box with a lock. Once the U-Box is returned loaded, the fee for the first month of rent and the trailer rental are due. This fee must be paid before we can schedule a carrier for pick up. Ms. [redacted] relayed that the credit card Ms. [redacted] supplied was declined. Several attempts were made to contact Ms. [redacted] for payment with no response. Once they were able to reach her, they were able to charge the balance due of $74.76 and the shipping was scheduled. On June 12th the shipping fee was charged in the amount of $1457.00. Ms. [redacted] and her brother called our Traffic Manager several times. Ms. [redacted] relayed she had been told her box had arrived when in fact it had not and that her brother had to leave and she would have no help with her move. She relayed the truck rental plus hired help would cost $110.00. A VIP Certificate was issued for $110.00 to use toward the hired help with Emove. When Ms. [redacted] relayed there was a lock on her box and was seeking further reimbursement, she was advised U-Haul was not at fault and no further refund would 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

March 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s recent comments to our office for another review.

I apologize to Mr. [redacted] for any confusion my response of March 3rd may have caused. Our Storage Manager for our Western Arizona Regional Office informed our office that once a storage unit has been moved out, we can not get a zero balance invoice. This is why our GM zeroed it out on the receipt that was sent to Mr. [redacted] and initialed it. The receipt can serve as confirmation that he has a zero balance on the storage account.

Thank you for your continued support and bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International