U-Haul International, Inc.

July 3, 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 and sent him the following email in response:

[redacted], Hello,I have read your concern and I see that you were credited $17.00 to the card used for the rental. I will credit the additional 34 cents to correct to the amount you had requested. Sorry for any inconvenience you may have in regards to your rental. Please feel free to contact me with any questions. [redacted] Executive Assistant U-Haul of [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

August 24, 2016   Revdex.com ID#: 11615647 U-Haul Ref#: 1182858   Thank you for your concern for our customer Ms. [redacted].   Robert Horvath, our Traffic Manager for our Pittsburgh Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office he contacted RepWest Insurance Company and requested the adjuster contact Ms. [redacted], if not already, to update her on the status of her claim.      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

October 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted] our Traffic Manager for our SE Wisconsin Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms. [redacted]’s reservation for August 28th was cancelled online on August 25th before he had a chance to help her with her concerns brought to his attention on the 25th.  He relayed he did call her on August 25th and let her know he had reinstated her reservation and had moved a truck to the Port Washington location for her reservation.  Mr. [redacted] also called her on August 26th as did our U-Haul dealer to schedule her rental.  Ms. [redacted] never returned their calls.  He assured our office he did what he could to help her have certainty on when and where the requested U-Haul equipment was going to be available to overcome her issue, but again stated she did not return their calls.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

March 30, 2015Revdex.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 a message was...

left for Mr. [redacted] advising him that a refund had been issued back to his credit card 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,[redacted]Executive AssistantU-Haul International

August 24, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our Northern Wisconsin and the Upper Peninsula Regional Office,...

followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and discussed his concerns.  He explained how check-in procedures work and how our dealers part is to relay the fuel level in the trucks into our system and charges automatically calculate.  The vehicle Mr. [redacted] rented does in fact get 12 mpg but we also need to factor in that driving in-town will drop the mpg due to constant starting and stopping.  Mr. [redacted] offered to have the charges of $17 for under fueling the truck refunded or he could issue a $50 VIP Certificate to help offset the inconvenience he experienced.  Both offers were declined.  Mr. [redacted] assured Mr. [redacted] all U-Haul trucks are issued right from Ford/GMC and we do not make any modifications.  There is no kind of fraudulent activity or illegal practice happening on the part of U-Haul.  Mr. [redacted] relayed if he wished to speak to our President about his concerns, he could make this happen.
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 1, 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. She informed our office she sent Ms. [redacted] the following email in response:

[redacted], Your card has been refunded the additional $30.00 dollars that were incorrectly charged to your account. After a fair amount of research it does appear that when your equipment was received in, the dealer issued you a promissory note that he shouldn't have; that particular promissory was never removed from the system due to dealer staff error and therefore resulted in the collections charge of $99.17. That incorrect amount as of today has been fully refunded back in full. The equipment has not been refunded, unfortunately that charge is the correct amount that was agreed upon at the initial dispatch plus the additional day with 80 additional miles included. From all of us here at my company I do apologize for the inconvenience this error from our part has caused you. If you have any further questions, please do not hesitate to contact me. Your refund should take 5-7 business days for processing. 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 matter to our attention and allowing us to offer a response.

 

Sincerely,

Executive Assistant

U-Haul International

May 7, 2015 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]

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

Amy S[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:

Ms....

[redacted], Your communication with my Customer Service Department has been forwarded to my attention for review and resolution. Please accept my apology for any inconvenience you encountered during your recent rental of a U-Haul Tow Dolly. Your claim file with our insurance company has also been reviewed and their decision will be upheld. The Tow Dolly was inspected by a qualified representative of the U-Haul Company and nothing was found to be defective. The location you rented from has received the proper training and correctly dispatched the equipment. We value you as a customer and in doing so I have refunded the rental amount in a gesture of goodwill. Please allow 3-5 business days for the credit to post to your account. I wish to thank you for contacting us and allowing us the opportunity to respond; we look forward to serving you again in the future. Thank you, Amy S[redacted] U-Haul Co. of [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 P[redacted]

Executive Assistant

U-Haul International

Uhaul Ref#:  [redacted]Revdex.com ID#: [redacted]This is a lie.  I have called Chad from Uhaul after receiving an voicemail message and email response from Revdex.com.  I spoke to him letting him know that I would return his call the next day since I was out state and I was driving at the time.  He said ok and I did call him back.  And I have called him several times since then.  I have left several messages, at least four of them trying reach him with the number he provided with that was left in my voicemail messages.  Two of the messages someone from Uhaul answered telling me know he was busy and he could call me back.  The other messages were left on his voicemail or whoever's voicemail.  I believe Chad is giving me the run around and not resolving the matter.  Nicole [redacted]Cell###-###-####

March 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Judy S[redacted], our Executive Assistant for our West Texas Regional Office, reviewed Ms. [redacted]’s recent comments to your office.  She relayed they made contact with Ms. [redacted] and confirmed the address listed was correct.  Ms. S[redacted] agreed to provide her with a tracking number as soon as the boxes are shipped. 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

November 29, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank...

you for forwarding Mr. [redacted]’s letter to our office.   Cecilia O[redacted], our Executive Assistant for our Los Angeles West Regional Office, reviewed Mr. [redacted]’s recent letter and explained our Regional President, Mr. Rigo R[redacted], spoke to Mr. [redacted] during the same time the letter was written.  Mr. [redacted] was advised the rental rate included two days, however, Mr. [redacted] still believe he was charged an extra day.  Ms. O[redacted] relayed that her attempts to reach Mr. [redacted] were prior to receiving the letter from the Revdex.com.  She requested Mr. [redacted] contact her at [redacted] in order to personally address his concerns.   Thank you again for bringing this matter to our attention and allowing us to offer another response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

December 3, 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 Moving and Storage at [redacted] in Jacksonville, FL, followed up on...

the information Mr. [redacted] provided and sent him the following email on November 26th in response:[redacted], I have tried contacting you and have left several voicemail in regards to your storage unit asking for a call back and have not heard back from you. I will allow you to pay $137.05 which is rent for October along with late fees and move out by 11/29/14. Please give me a call back on my cell phone at ###-###-####. 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

December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Rachelle M* [redacted]a Senior Customer Service Agent, had previously followed up on the information Ms. [redacted] provided and sent her the following email on...

December 1st in response:Good evening Ms. [redacted] I have received your request about a copy of your final bill. I have sent you a copy of that bill to your e-mail address that we have on file. If you have any questions or concerns, please don't hesitate to give us a call at [redacted] Thank you and good eveningOur 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

May 4, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] and Northwestern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] a letter specifically addressing her concerns for the hitch and installation as well as the wiring harness we installed. Ms. [redacted] also sent her print outs of the manufacturer’s specs for the exact installed hitch as well as the video wiring instructions for the wiring harness. She explained everything was tested and in working order before Ms. [redacted] left with her vehicle. Her last paragraph of her letter relayed we are not able to offer a full refund on the hitch and wiring installation. It appears there may have been misinformation provided to Ms. [redacted] but hopes the documentation provided will help clear this up. Ms. [redacted] offered her apology at the beginning of her letter and relayed our GM of our U-Haul location discounted the 6x12 trailer Ms. [redacted] rented down to the price of the 5x8 trailer she was previously quoted.

As we value Ms. [redacted] as a customer, Ms. [redacted] sent her 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 also sell boxes, bubble pack, rope, tape and propane.

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 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Agent, reviewed Mr. [redacted]’ recent comments as well as his initial contract agreement for an in-town rental.  Mr. [redacted] signed a contact agreeing to return the equipment to the same rental location.  Mr. [redacted] relayed when he spoke to Mr. [redacted], Mr. [redacted] stated he had called during his rental informing a representative he changed his destination.  We have no record that supports this information.  Please be advised the charges are valid and our resolution 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,[redacted]Executive AssistantU-Haul International

August 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Dr. [redacted], a Senior Customer Service Agent, followed up on the information Dr. [redacted] provided.  He spoke...

to Dr. [redacted] and advised him, as was already explained, we do not work on personal vehicles.  Our dispatched service provider arrived within the estimated time given and determined there was nothing wrong with the U-Haul trailer, but rather Dr. [redacted]’s vehicle.  Dr. [redacted] was aware of the possibility of a service charge if the issue was with his vehicle and not the U-Haul trailer.  Mr. [redacted] relayed our customer is responsible for returning the operational trailer that was rented to him and we feel no one told Dr. [redacted] the service provider would repair his personal vehicle.
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 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our President for our West Texas Regional Office, followed up on the information Mr. [redacted]...

provided.  He informed our office he has not been able to reach Mr. [redacted] by phone at the telephone number listed.  An email was sent requesting a telephone number so Mr. [redacted] can personally speak to Mr. [redacted] to obtain more details on the situation he experienced.  Mr. [redacted] also advised our office he would follow up with our GM at the location involved.  We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  He hopes to hear back from Mr. [redacted] 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,

Executive Assistant
U-Haul International

August 13, 2014

Revdex.com #  [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted], ** Regional Office sent the following e-mail to [redacted].

'Good morning [redacted], My name is [redacted] and I am...

responding to the letter you sent to the Revdex.com. I would like to take this opportunity to first off apologize for the service you received and the inconveniences you encountered. I reviewed the information you provided along with our records and I found that you were never charged for our truck delivery to compensate for the inconveniences you encountered which is a base savings of $317 or the trailer rental for a week for an additional savings of $104.65. That combined with the $420 credit our General Manager issued on July 30th, seems like it is fair compensation for the reasons you mentioned in your letter. If I can be of any further assistance, please be in contact with me. Thank you, [redacted] 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

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, sent [redacted] another email in response to his recent comments.Good morning [redacted], In response to your email dated August 11th, I again apologize for the inconveniences and the lack of service you received. By acknowledging that mistakes were made, and correcting those mistakes by both financial compensation and an offical apology, I would also like to thank you for taking the time to let us know of the issues you had. It allows us to better our services to avoid these types of occurences in the future. Thank you, [redacted] Executive Assistant U-Haul Company of [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 AssistantU-Haul International

May 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia regional...

office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed the delivery of the U-Boxes and 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,

Executive Assistant

U-Haul International

January 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our SW Ohio Regional Office, reviewed Ms. [redacted]’s recent comments to your office and sent her the following email in response:

Please accept my apologies for the issue you had with our equipment. First of all in view of the length of time it took to get the door unlocked I believe you are due more adjustment to your rental price and I am refunding an additional $100.00 dollars to you. This amount with the $50.00 that the GM refunded will be all that will be refunded. I can assure you that I do not agree with any statement that you were lied to. As part of my responsibilties with U Haul, I help to oversee customer concerns in our stores, and I know of no pattern of negligent customer service from this store and it's employees. I believe [redacted] statement that it is the customer's responsibility for this was a misunderstanding on his part. We do hold customer's responsible for keys locked inside a truck during a rental., but not when the keys will not unlock the doors. That is an issue to be addressed with the store personnel. I hope that this helps finalize the issue.

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