U-Haul International, Inc.

July 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted].   Joshua N[redacted], our Area Field Manager for our Tampa Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he has been in contact with Ms. [redacted] via email and informed her a refund for the wrong destination fee would not be issued.  Ms. [redacted] made the reservation and also signed the contract agreeing to return the equipment back to the same location or be charged.   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

October 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 Western Michigan...

Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] received the Safemove Coverage, 36 Furniture Pads, and 1 Utility Dolly. This service was signed for by Mr. [redacted]. His original due date was September 21st, which had the estimated total charges, however, he didn’t return the equipment until September 23rd. The charge was for four rental periods. [redacted] relayed that, according to the signed contract, all charges are legitimate and no refund is due back.

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 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Raleigh Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office our GM for our U-Haul Center ordered the needed part from the [redacted] dealership and the part just came in yesterday. Our GM will be picking up the part and calling Mr. [redacted], if not already, to set up a time for the installation.

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

October 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] recent comments to our office.

I am sorry to hear Mr. [redacted] has expressed displeasure with our reply. Our records indicate he was issued a refund for $110 on September 26th for the pads and dolly. The refund was issued back to his [redacted] account and should post on his next credit card statement.

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

October 19, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Viktoriya D[redacted], Senior Staff for our British Columbia Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she advised the truck Ms. [redacted] rented was in drivable condition.  The Service Provider that was sent out to tow the truck, actually drove the truck back to his location and charged Ms. [redacted] for a fuel refill.  Fuel expense was $26.95 and the fuel fill-up service fee was $30.  Ms. D[redacted] explained she issued Ms. [redacted] a refund for an extra 2 days’ rental, Safemove Protection, and 4 extra miles along with the fuel charges. 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, Maria P[redacted] Executive Assistant U-Haul International

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] emailed me a copy of the parking violation, which I forwarded...

to our Citations Administration Department for review. The following email was then sent to Mr. [redacted] today:

Thank you for submitting your email showing proof of payment for the parking ticket [redacted].

A reversal request has been submitted to refund the amount collected from your debit/credit card.

The refund should be visible on your account in 5-7 business days.

Thank you,

Citations Administration

###-###-#### Ext. [redacted]

As we value Mr. [redacted] as a customer, we sent him 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#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].   Ben N[redacted], our President for our Eastern New York 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 inconvenience they experienced.  He also advised Mr. [redacted], in addition to the refund for $50 issued on July 5th, he issued a supplemental refund for the rental in the amount of $300.  Both refunds should post on their 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, Maria P[redacted] Executive Assistant U-Haul International

May 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern New Jersey Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office he contacted Ms. [redacted] and addressed her concerns. He advised her of a refund for $150 back to her [redacted] account as an adjustment and also explained she should be able to log onto our Premier Customer Club to see the discount of 20% for 6 months. The refund should post on her next credit card statement.

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, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Northern Alberta, Saskatchewan and Northwest Territories...

Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for the storage charges were refunded back to Ms. [redacted] Ms. [redacted] also relayed that our Traffic Manager for our Vancouver and Vancouver Island Regional Office stated they have been in contact with Ms. [redacted] and advised her we do not have a U-Box delivery warehouse on the Island they moved to. Due to any wrong information we may have provided, Ms. [redacted]’s U-Boxes are being delivered to the Island at no extra expense to Ms. [redacted] Ms. [redacted] will remove a few items and then we will deliver the boxes back to our warehouse to store until she has a permanent residence. We will then deliver them at no expense to her. This will be a cost of approximately $1,000 that U-Haul will cover. The ferry and drive time is a large part of this free delivery for Ms. [redacted] Arrangements for the first delivery will be on Monday, December 22nd.

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, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis Regional Office,...

followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She relayed that this was a wiring installation that was not scheduled and when Mr. [redacted] arrived at our U-Haul Center, our showroom had many customers requesting assistance. Mr. [redacted] was told the work could be done but it would be a while.

As we value Mr. [redacted] as a customer, Ms. George sent him a $40 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

September 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis Regional Office, reviewed the recent comments from Mr. [redacted] and left a message for a return call in addition to sending him the following email in response:

Mr. [redacted], We do apologize for not being able to fufill your reservation for wiring at our store in Jackson, TN. We depend on customers like yourself and do regret We were not able to provide the service requested. I do hope you will give us another oportunity to serve you in the future and would encourage you to use the certificates mailed to your email address at that time. Sincerely, [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,

Executive Assistant

U-Haul International

July 10, 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] and left a message offering her apology for any inconvenience he has experienced and also explained his box order has been ready for pick up since July 2nd. She provided the store hours and her telephone number if he had other 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

June 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our East Houston Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office he spoke to Mr. [redacted] and discussed his concerns. It was agreed that our GM of our U-Haul Center involved would test drive the truck with Mr. [redacted] so Mr. [redacted] could explain what he experienced with the truck in order to confirm his concerns.

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

April 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Central Alabama Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] to discuss his concerns but he did not wish to listen to her explanation and disconnected the call. She called him back but the call went directly to his voice mail.

Please be advised when a reservation is made, our Traffic Team accesses the equipment location logs and schedules and finds the best match to our customer’s request. We then contact our customer in order to come to an agreement on the size, place and time the equipment will be available. After that agreement is made, if we fail to have the equipment at the time and place documented in the agreement, we offer to pay our customer a $50 Reservation Guarantee Fee for that failure. This was the case with Mr. [redacted] because it was necessary that we ask him to drive to an alternate pick up location to secure the needed equipment. Having to offer other options can be due to various reasons, which include a previous customer not returning the equipment on time or dropping off at a different location, as well as equipment malfunction. Also please be advised that Ms. [redacted] issued a refund to Mr. [redacted] for the $50 Reservation Guarantee Fee.

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 17, 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 apologized to Mr. [redacted] and explained parking for our customers will no longer be blocked.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $30 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 [redacted] 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

December 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Manny M[redacted] our President for our Inland Northwest Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he left a...

message for Mr. [redacted] but has not received a return call.  Mr. Mendez would like a copy of the document confirming the storage move out.  He mentioned their records indicate Mr. [redacted] moved out in December.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]U-Haul International

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:

Mr. [redacted], Uhaul does care about the customer. If there had been an issue with the equipment you rented by all means there would be no charge for the rental. But because this was your personal vehicle we turned your intown rental to a one way charging you less than the one way rate so that you would not be charged more money. I do apologize that you feel this is not the out come you hoped for. It is a fair out come for both parties involved. Thank you [redacted] Executive Assistant Uhaul Co. Gainesville.

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 3, 2014

Revdex.com ID#: 10110191

U-Haul Ref#: 634560

Thank you for your concern for our customer Mr. Knotts.

Mark Reinitz, our President for our Corpus Christi regional office,...

followed up on the information Mr. Knotts provided. He informed our office he spoke to Mr. Knotts and addressed his concerns. He offered his apology for the inconvenience Mr. Knotts experienced and went on to explain that the process failed from the beginning with our dealer not inputting the credit card when making the reservation. Mr. Reinitz found that our Field Manager had changed the reservation and thought our dealer was going to contact the customer and explain why this was done. He informed Mr. Knotts he would be taking care of his rental for the day and he should see the reimbursement on his credit card within the next 2-5 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,

Maria Palmisano

Executive Assistant

U-Haul International

March 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted]...

provided and sent her the following email in response:

Hello [redacted], I tried calling you today. I have reseached your concerns regarding the Nova Scotia charges and could not see anything. Please email the statement showing them. The charges in B.C it looks like monthly UBox charge but you will need to contact them. The number is ###-###-####, and they should be able tell you why and explain the drop off information, as to why it was sent to another location. If you have any further questions, please email me and I will do my best to assist you. Thanks [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

September 27, 2016  

size="3">Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Amanda E[redacted], our Gm for our U-Haul Moving and Storage of Lakewood, followed up on the information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] and offered her apology for the break down she incurred and also added that Ms. [redacted] was able to complete her move.  A refund for $370.83 was issued back to Ms. [redacted]’s [redacted] account, which included reimbursement for an adjustment on her rental along with two extra nights in a hotel.  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