U-Haul International, Inc.

September 10, 2014

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 Northwest Colorado and Wyoming Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office and sent her the following email in response:

Good morning [redacted], I spoken with the Market Company President and he authorized a refund in the amount of 250.00 dollars for reimbursement of the steam cleaning fee and also the two motel fees, the balance was applied back on the credit card utilized for this reservation (card ending in [redacted]). After reviewing the account your U-Boxes where shipped and received in the quoted time frame, therefore there will be no refund on the shipping fee. Sorry for delay in responding and I also apologize for the any inconvience.

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Lynne M[redacted]

February 29, 2016   Revdex.com ID#: [redacted]           U-Haul ref#: [redacted]

justify;">  Thank you for your concern for our customer Ms. [redacted]   Kelley D[redacted], our Executive Assistant for our Southern Colorado Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a refund for the late fee was issued back to Ms. [redacted]’s credit card account.  Ms. D[redacted] also mentioned Ms. [redacted] was given a month of free storage to help offset the inconvenience she 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, Maria P[redacted] Executive Assistant U-Haul International

March 15, 2016

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Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your concern for our customer [redacted].  Please be advised the name listed on the rental agreement is [redacted].
 
Vernon Ro[redacted], our Executive Assistant for our Northern Virginia Regional office, followed up on the information Ms. [redacted] provided.  He informed our office a refund for the disputed amount will be issued as Ms. [redacted] 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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

December 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. Smith.Sheree D[redacted] our Executive Assistant for our Coastal South Carolina Regional Office, followed up on the information Ms. [redacted] provided.  She informed our...

office she contacted Ms. [redacted] and offered her an apology and discussed her concerns.  She advised Ms. [redacted] she would issue a refund for the extra day charge and the miles due to the fact she did not get the right size of equipment and the lack of customer service she received.  A refund for $71.88 was issued back to Ms. [redacted] 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 Palmisano[redacted]U-Haul International

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Louisiana Regional Office,...

followed up on the information [redacted] provided and sent her the following email in response:

[redacted], I was able to review the calls that you made to my location. My agent did quote the price that you paid for the rental correctly. It was also correct on your rental contract as well. I assume you got the hold off of the first card for 37.05 with the authorization number I gave you. I am sorry you had a less than perfect experience. I again appreciate you taking the time to let me know about the problems. For the customer service issue I will go ahead and refund you the rate of the truck to the card that was used to pay the final bill today. If you need anything else please let me 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

December 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Tavis L[redacted] our President for our West Central Colorado Regional Office, followed up on the information Mr. [redacted] provided.  He relayed to our office Mr [redacted] made...

a reservation online on December 15th.  Unfortunately the small community Mr. [redacted] lives in presents some challenges when scheduling.  The confirmation email sent to Mr. [redacted] only stated he selected a 17-foot moving van and the Carbondale location was his preferred pick up location.  He was advised a U-Haul representative would be calling to confirm the most convenient time, size of equipment and location within 24-48 hours prior to his pick up.  Our Traffic Manager called the same day and gave multiple options to Mr. [redacted]  A 20-foot truck was offered in Dotsero as well as a 15-foot truck and a trailer, at no extra cost, just down the road in Glenwood Springs.  Neither option was acceptable.  Mr. [redacted] stated he could only take the trailer if he could pick up on Wednesday, which then would have also changed his time-line in the move.  He was then offered and accepted a 24-foot truck but returned it because he felt unsafe driving it so the contract was reversed.  He took a 14-foot truck the next day to make his move.  Mr. [redacted] made three different agreements, which may have ended up costing him money but was not due to U-Haul not working with him nor giving him a viable option.  Please be advised we fulfilled the confirmed agreement with Mr. [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]U-Haul International

August 19, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
Dawn S[redacted], our Executive Assistant for our Idaho Regional Office, followed up on the information Mr. [redacted]...

provided.  She informed our office she spoke to Mr. [redacted] and explained both contracts were refunded and a $50 Reservation Guarantee fee had also been issued.  Our records indicate a $50 VIP Certificate was issued to Mr. [redacted] on August 1st.  The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.
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

June 25, 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], followed up on the information Ms. [redacted] provided. She informed our office a refund for $410.65 was issued back to Ms. [redacted] account as an adjustment on her rental. 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

June 20, 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. He informed our office that the contract and the the dispatch tag that were both signed at time of rental shows the fuel level was at 3/8 of a tank. The truck was returned with 1/8 of a tank. In the interest of customer good faith, a refund for the $30 service fee to refuel the truck was refunded along with $25 for the VIP Certificate. The refund should post on Mr. [redacted]’s next credit card statement. No further refunds 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

February 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Tamrat M[redacted], our GM for our U-Haul Moving and Storage of Ottawa, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good morning Mr. [redacted], Thank you for contacting us regarding your UHaul rental in September last year. As you can see in the attached file, the UBox arrived in Dartmouth, NS 3 days before its due date. You did receive an automated email when the box was shipped and when it arrived. I do apologize if there was any inconveniecne at the destination location. Thank you Tamrat M[redacted]e  General Manager U-Haul U-Haul Center of Ottawa [redacted], ON k1k 2c5 phone: ###-###-#### 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 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our...

office a refund for the $50 Reservation Guarantee Fee was issued to [redacted]’s [redacted] account on January 2nd and should post on his next credit card statement. [redacted] left a message for [redacted] recently advising him of a supplemental refund for $17.28 and asked him to call back 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,[redacted]Executive AssistantU-Haul International

February 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted].   Rick F[redacted] our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he emailed Ms. [redacted] a picture of her unit with the lock on the door and the door number present showing the unit is secure.  He also sent her a receipt of her payment history for January and February as requested.  Ms. [redacted], in return, sent an email back to Mr. F[redacted] thanking him for the information.   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

July 14, 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 South Seattle Regional Office, followed up on the information Ms....

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

Good Morning [redacted]. My name is [redacted], and I am writing you regarding your recent concern with the U-Haul center you had a bad experience with. I have tried to contact you by phone, but when they answer they tell me it is the wrong phone number. I would love to talk to you regarding your concern. Please call me at ###-###-####. I look forward to speaking with you. 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

March 4, 2016   Revdex.com ID#: 11020783 U-Haul Ref#: 980361   Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.   Ross, our Field Manager for our South Eastern Wisconsin Regional Office, personally handled Mr. [redacted] rental transaction at the time of rental and return.  Mr. [redacted] signed the contract agreeing “…only the Towing Vehicle listed on the contract will be used to tow U-Haul equipment.” and “I agree that only the Vehicle in Tow listed on the contract will be towed using U-Haul equipment.”  However, when the Auto-Transport was returned, it was being towed by a different vehicle than is listed on the contract.  Ross asked how the damage to the Auto-Transport occurred and was told their towing vehicle broke down so they had to leave their vehicle and the Auto-Transport on the side of the road and it must have been hit.  Ross mentioned the damage is not on the side of the Auto-Transport, but on the top of the tongue of the trailer and surge brake assembly.  Ross also noticed fresh damage to the bumper of the truck they used to tow the Auto-Transport back to the U-Haul Center.  Ross said it appeared whatever vehicle was put on the Auto-Transport caused the damage to the Auto-Transport and the bumper to their truck.  By using an alternate vehicle to tow our equipment, the Safetow Protection was voided and Mr. [redacted] is responsible for the expense of the damage.  The Promissory Note written for $792.77 is a valid charge and will stand.   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

August 29, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. M[redacted].   Emmett N[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. M[redacted] provided.  He informed our office a refund for $80.61 was issued back to Ms. M[redacted]’s Visa account.  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

July 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Jeff P[redacted], our President for our Nashville Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] on July 7th and was told Mr. [redacted] was out of town and would call Mr. P[redacted] back today.  However, Mr. P[redacted] did not receive a return call and again attempted to speak to [redacted] but had to leave a message requesting a return call.  He hopes to hear back from Mr. [redacted] soon in order to personally address his concerns and offer a resolution.    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

July 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our Northern [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the...

following email in response:Good Morning [redacted], I hope all is well. I have been trying to reach you regarding your experience with Uhaul and the truck rental issue you had recently but have been unsuccessful. Please email me back at [redacted].[redacted] or via phone at [redacted] to discuss your experience and how I can help. 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,[redacted]Executive AssistantU-Haul International

August 12, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] in our Columbus, OH Regional Office offered this response:

Mr. [redacted] was moved because the person who had the truck before his scheduled reservation didn't return on...

time. He called just before his due time to inform the location he wouldn't be bringing the truck back until 8pm. We had to move Mr. [redacted] to the closest location with an available truck at the last minute for which we are sorry. Unfortunately it was out of our control and just too late to try to get a truck to that location for his move. We refunded a total of $150 that will cover his movers and his extra fuel. ..................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

April 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our...

records indicate a refund for $540.65 was issued back to the [redacted] account documented on the contract on March 31st. A supplemental refund for $53.88 was issued back to the same [redacted] account and 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