U-Haul International, Inc.

June 18, 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 Pittsburgh Regional Office, followed up on the information Ms....

[redacted] provided and sent her the following email in response:

[redacted] I have reviewed a copy of your letter concerning your recent U-Haul rental used for your move from Johnstown PA to Hampton VA. I would like to first offer an apology for the issues that you encountered with the roadside assistance with your flat tire service. I have forwarded a copy of your concerns with the agent to our roadside department for review and appropriate action. It is our goal to get assistance to our customers professionally and as quickly as possible and we are always striving to obtain more service providers to help reduce response times. Additionally I would like to apologize for the reservation mix-up with your trailer. I have issued a 50.00 reservation guarantee credit for the mix-up. I have spoken to the manager of the Johnstown location and he informed me that he had spoken with you and per that discussion he agreed to refund the following charges 124.52 for the extra day, miles and fuel for the truck and 22.00 for the extra day charge on the trailer, which was charged on the receiving end. He also informed me that he agreed to refund the full rental charge of 85.32 for the trailer due to the breakdown delay. These credits totaling 281.84 were issued to your card ending in 2273. We feel this is fair compensation based on our review of the issues addressed.

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 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

followed up on the information Ms. [redacted] provided. He advised our office he attempted to reach Ms. [redacted] but was unsuccessful. He explained his office covered Ms. [redacted]’s reservation and the shipment has been scheduled and appears to be on time with no issues. Ms. [redacted] can reach Mr. [redacted] at [redacted] or direct at [redacted] to discuss her concerns further.

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 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Fort Worth Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised her of a refund for overdraft fees in the amount of $70 and assured her he would follow up with our GM to ensure the situation she experienced does not happen again.

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 13, 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 Moving and Storage of Westminster, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to...

Mr. [redacted] regarding an auto-pay issue.  It appeared the auto-payment card was added to the account but not set up for auto-pay.  Mr. [redacted] relayed he would be paying cash from now on to avoid any more missed payments or confusion.  Mr. [redacted] agreed to waive any late fees with next payment to which Mr. [redacted] agreed and said he would be in on Friday, July 10, 2015 to bring his room current through August 8, 2015.  Mr. [redacted], however, never showed.  Several messages were left for Mr. [redacted] regarding the growing balance on his storage account and an impending auction.  Mr. [redacted] still wanted to honor their agreement to waive fees when payment was made.  Mr. [redacted] called Mr. [redacted] on August 4th, the morning of the auction and left a message regarding the auction of his room.  Mr. [redacted] called him back and stated he would not auction his room, however, we needed payment as soon as possible.  Mr. [redacted] said he would draw some funds together and take care of the account as soon as he could.  Currently we have again lost contact with Mr. [redacted] and four separate message have been left requesting a call back to bring his account current as soon as possible.  Mr. [redacted] is aware of Mr. [redacted] cell phone number.  We are waiting for a cash payment from Mr. [redacted] as agreed.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 7, 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] and...

[redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:

Hi [redacted] I have tried to get a hold of you a few times, I know you had said you were going to be out of state, but I just wanted to let you know we have processed an additional refund to your card for the inconveniences you experienced with the shipping of your U-Box. Please email me if you have further questions if that will be easier for you. Thanks!

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 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Stephanie C[redacted], our GM for our U-Haul Moving and Storage [redacted], followed up on the information Mr....

[redacted] provided. She informed our office Mr. [redacted] has been refunded their storage costs for the auto pay that was charged for April and May. Ms. Clark advised Mr. [redacted] to disregard the emails from our Storage Department as we are dealing with a computer glitch that is in the process of a fix to get their account closed. Theresa J[redacted], our Executive Assistant for our [redacted], also spoke to Mr. [redacted] and offered her apology for the inconvenience he encountered with his U-Box rental. She relayed to Mr. [redacted] that we hope to have the computer issue corrected very soon. She also provided her name and telephone number if he had further concerns. Mr. [redacted] thanked her for the call and stressed that he just wanted the emails to stop.

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 2, 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 and sent her the following email in response:.

I apologize for the issues you had - the issue with the [redacted] need to be addressed with them as they are independent from U Haul - I am issuing a $50.00 reservation guarantee to your card for the problem you had at the U-Haul store

The $50 was issued to Ms. [redacted] account and should post on her next credit card statement. She can reach [redacted] at [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

March 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be assured the information Mr. [redacted] recently relayed has been forwarded to the attention of our President for our Eastern Florida Regional Office for further follow up and corrective action taken as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We always welcome and appreciate customer feedback as it allows us to realize what programs are working and what areas need attention, including customer interaction with U-Haul staff members as was the case with Mr. [redacted].

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. I hope Mr. [redacted] will allow U-Haul to redeem itself in the future. Thank you for bringing this matter to our attention and allowing us to offer another 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 Ms. [redacted].

[redacted], our Executive Assistant for our Southern Colorado regional...

office, followed up on the information Ms. [redacted] provided. She informed our office she was in contact with Ms. [redacted] and was able to address her 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,

 

Executive Assistant

U-Haul International

September 21, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Pittsburgh Regional Office reviewed Ms. [redacted] recent comments and and sent her the following email in response:[redacted]:I have reviewed your reply to the Revdex.com. The equipment in question is currently at a maintenance facility for routine scheduled service and I will relay your concerns to the facility for inspection while it is there there thank you. I have provided copies of your signed rental agreement (in your name) shown below, for the rental in question which clearly shows that the location did in fact have authorization to charge the card used for this rental. Again, we stand by the decision of the Glenshaw location to collect the charge due for this rental per the terms on the rental agreement and are considering this matter resolved. Might I suggest that if you rented this truck for a third party that you seek reimbursement from that party.Thank you,[redacted]Executive Assistant MCO 809[redacted]Glenshaw PA 15116We 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

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.Thank you for responding to my concern regarding the hitch installation and rental of the trailer. Yes, I was disappointed that Uhaul did not give me a complete refund as I would not have rented the trailer in the first place had the Uhaul website not provided miss-information about the towing capacity of a 2010 Hyundai Elantra (please see documentation that I have provided to Uhaul from the Hyundai owner's manual about the maximum allowed tow weight). The $537.84 that was refunded should not be brought into this discussion at all as it was refunded to me for the days that I did not use the trailer and the mileage difference because it was not taken to Texas. It had nothing to do with the dispute about the trailer rental or the hitch installation. Regarding the $215.23 promised to me by [redacted]. I have a recording of her, on my phone, saying that she would like to give me this money as a showing of good faith in an effort to maintain me as a customer (no mention at all of needing to have the hitch and ball removed). I responded to [redacted]'s message during the week of March 2nd and confirmed that I would accept it. She returned my call with an email stating that she would give me back $100. When I responded asking why she was changing the amount she told me it had been too long. She also stated that I was trying to get something for free and that she would not allow that. She asked me to explain, again, why I thought I deserved to get this money back. I told her I was not willing to explain this for a third time (we went over this on 8/25/2014 and 2/11/2015). She raised her voice at me and I told her I would not tolerate this treatment and that I was going to hang up. I have not spoken to her or corresponded with her since then. The Revdex.com representative handling this case informed me that [redacted] claims that when she originally offered the $215.23 that she said I would need to return the hitch. That is absolutely not true. I have a recording of her saying it was a return in good faith. Uhaul has been inconsistent and incredibly unprofessional in this matter. It is very frustrating that the story about what will be given to me changes every time I speak with the company. I expect the $215.23 to be returned to me without me having to return the hitch as this was the agreement.

Regards,

January 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Des Moines, followed up on the information Mrs. [redacted] provided. He explained Mr. and Mrs. [redacted] received a new replacement truck, but failed to return it with the same amount of fuel as when received. They were charged for only one day rental but kept it for five days. Please be advised, as with anything mechanical, when a problem arises it will be when in use. As documented on our rental contract, our customer agrees not to hold U-Haul liable for downtime, which includes failure of the equipment to operate properly. Mr. [redacted] did issue a refund for $100 for the fuel on the first truck back to their Visa account along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer to help offset the inconvenience Mr. and Mrs. [redacted] experienced. No further refunds or 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

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 [redacted]...

[redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her that her U-Box was scheduled to be delivered on June 28th. She also relayed that a refund for $524.75 will be issued due to the inconvenience Ms. [redacted] experienced.

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 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Gorman, a Senior Customer Service Agent, followed up on...

the information Ms. [redacted] provided and sent her the following email:

Hello Miss. [redacted], I am writing due to the complaint file we have regarding the reservation. I apologize for the experience. I was able to pull the call. I do apologize for any miss-understanding. The agent offered an alternate drop off discount to drop in Baton Rouge of $383, however, the discount was declined. If you have any other questions please let us know. 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

It doesn't solve the problem. I got another letter stating I owe $698 and they just sold the unit 6 months after the fact.I guess thats how they make money.

January 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]...

[redacted], a Senior Customer Service Agent, sent Ms. [redacted] the following email on January 23rd but has not heard back:

Ms. [redacted], We received your letter from the Revdex.com. In order to forward your concerns to the appropriate person I need further information. What is the name on the rental contract and what is the location where this occurred ? Please provide me with the address of the rental facility, including city and state. Thank you for your time. [redacted] Sr. Customer Service Coordinator

If Ms. [redacted] misplaced Ms. [redacted]’s email address, she can be reached at [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

July 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our West Central Colorado Regional Office, followed up on the...

information Ms. [redacted] provided.  He informed our office he advised Ms. [redacted] her concerns were addressed and a refund for $1,045.25 was issued back to her Visa account on July 6th.  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

September 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted] our President for our [redacted], followed up on the information [redacted] provided.  He informed our office he left a...

message for [redacted] providing his cell phone number and requesting a return call to personally discuss his concerns.  I was also advised that our GM of our U-Haul Center involved mentioned in previous conversations with [redacted] said he would call us back with a time and date to meet with [redacted] and our GM but had not.  Our GM has made attempts to reach [redacted] but the calls go to his voicemail.  [redacted] hopes to hear back 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,[redacted]Executive AssistantU-Haul International

June 18, 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] and [redacted]...

[redacted] regional office, followed up on the information Ms. [redacted] provided and advised our office she sent her the following email in response:

[redacted], To further follow up from my last text message to you, you had originally made your reservation for 2 U-Boxes, and were quoted rent and shipping for 2 U-Boxes, and load/unload on site, as per the picture of reservation confirmation that you texted me. Upon adding a third box, you would pay additional for rent and shipping of the 3rd U-Box. The shipping is not a flat fee, it is based on amount of units and is billed by the carrier. As a result of the load/unload option, delivery was not assigned, and we expedited drivers to get you the U-Boxes on the May 25th. You advised to have the drivers call you when they get to [redacted], as you would advise how they need to reroute to get to your residence due to trestles limiting the height of crossing.The next time we spoke, you advised me that you no longer need the third box and that the boxes you did have would be ready for pick up Friday, after 3pm or later. You phoned in on Thursday and spoke with the Marketing Company President, [redacted], and added the third U-Box again. [redacted] confirmed all details with you, including pick up of your boxes and shipping. The shipping would be arranged one business day after your pick up - Monday. As the boxes did arrive 3 days later than the 7 business days quoted we will compensate you as follows. We will waive the shipping fee for the 3rd U-Box, a total of $327.60 including taxes. We will waive the fee for furniture pads, a total of $22.40 including taxes. We will waive an additional $150 for any futher inconveniences. A credit note for a total of $500 has been issued and emailed to the general manager of the [redacted] location to apply to your contract. I had been honest and kept in touch with you as best as possible, even providing you with my personal cell phone number. I was honest in advising you that we had a new system in place and we are working on any errors and enhacing the program as we go and for that reason, I would personally handle your concerns. It is unfortunate that you decided to escalate this to Revdex.com before we had the chance to fully resolve your concerns. The Revdex.com file has been closed and you may contact [redacted] at the [redacted] location to pay the final fees and obtain your items. As for the double charge, Credit Card Processing has retrieved all transactions charged to your card (see below) and there is only one charge of $422.25. Have you spoken with your credit card company? It may be best to contact them and confirm the charges.

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, 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 a refund for the full amount of the rental, or $300.52, was issued back to Mr. [redacted]’s Visa account for the inconvenience he experienced with his rental.  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