U-Haul International, Inc.

October 23, 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 left a message for Mr. [redacted] but did not hear back. She also relayed she issued Mr. [redacted] a refund for $84.33 for the auto transport. He should receive the refund check within the next 10 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,

Executive Assistant

U-Haul International

March 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 Vancouver and Vancouver Island...

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

Hello, I have recevied the scan of your fuel receipt. As mentioned in my first email, it is outlined in the first bullet point that UHAUL does not reimburse for overfueling. The fuel chart explains the amount of litres needed to reach the level of dispatch, as with any personal vehicle, you could reach the full mark and continue to fill the tank. (until your hear/feel the 'click') Having driven 11km, you most likely would have been one bar below the full line and would need 6 litres to return to the full mark. As a one time goodwill gesture, I will reimburse 8 litres @ 1.219 per litre for a total of $9.75 Please bear in mind that this will be noted on your contract and this exception will not be made in the future. Please allow 3-5 business days for this to reflect on your 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

October 2, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted]   Shawn W[redacted], a Senior Customer Service Agent, followed up on the information [redacted] provided.  Shawn contacted [redacted] via email and by phone and advised him of a refund for the extra day charge, or $59.34, along with 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.  The refund should post on [redacted] next Master Card credit card statement.   Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.   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 17, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Karen C[redacted], our Executive Assistant for our Maryland Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office the checks would have been returned because we do not accept partial payment.  She did state she will removed the auto-pay from Ms. [redacted]’s account and will follow up with our GM regarding the rude treatment she experienced.   Please be assured we do not condone rude behavior from our staff and will take corrective action to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.   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 8, 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 he spoke to Mr. [redacted] and discussed his concerns. He stated Mr. [redacted] has received his credit. He offered his apology for any misunderstanding and advised him of a refund for $25 as an adjustment on his 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

June 23, 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 Fresno regional office, followed up on the information Mr....

[redacted] provided. He informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s [redacted] account 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,

Executive Assistant

U-Haul International

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois regional office,...

followed up on the information Mrs. [redacted] provided. She spoke to Mrs. [redacted] yesterday and offered her apology. She also advised Mrs. [redacted] she was overnighting them a check from her office. Mrs. [redacted] relayed her appreciation for the follow up.

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 29, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Dartmouth, reviewed Mr. [redacted]’s recent comments to your office.  She relayed a refund for the fuel fee in the amount of $10.44 was issued today.  Mr. [redacted] should receive the check within the next 10 business days.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

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, had previously followed up on the...

information Ms. [redacted] provided. She advised our office the truck Ms. [redacted] rented was on an In-Town contract, however, she took the truck one-way to North Dakota when the wheel hub seized up. Ms. [redacted] was offered to transload into another truck and pay for the rental from Missoula to Bismark or U-Haul could tow the truck for them and she could have her goods unloaded into storage. Ms. [redacted] explained they attempted to reverse the In-Town rental and charge her for the one-way rate but Ms. [redacted]’s credit card was declined. She also relayed that Ms. [redacted] is aware she has not paid anything to U-Haul for the move and that we will not be making any type of 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

August 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted]...

provided.  When he contacted Mr. [redacted], Mr. [redacted] first stated he had no affiliation with [redacted].  Mr. [redacted] began to explain what was noted in the A-Alert file, which implied he was affiliated with Ms. [redacted].  Mr. [redacted] relayed he had no idea she was taking the U-Haul truck to California and he should not be liable for her actions.  As Mr. [redacted] continued to ask him questions, Mr. [redacted] admitted he did in fact know her.  Mr. [redacted] explained how he was now linked to Ms. [redacted] due to the information he provided at the time of rental and he can no [redacted]er rent from U-Haul until the debt is paid in full.  Mr. [redacted] disconnected the call before Mr. [redacted] could advise him how our E-Alert program works.
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 Executive Assistant for our Gulf Coast...

Texas regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced and discussed her concerns. Ms. [redacted] offered a refund for $50 as an adjustment, however, Ms. [redacted] relayed that it was not about the money, but the way she was treated. Ms. [redacted] apologized again. Ms. [redacted] became angry and stated she wanted more money and asked for the telephone number to our Phoenix office but to also issue the refund for the $50. Ms. [redacted] advised our office the refund was 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, 2016

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Revdex.com ID#: 11504965 - [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted]
 
Trey B[redacted], Marketing Company President, reached out to our customer via email and addressed the equipment problems and the inappropriate service the customer received. Mr. B[redacted] apologized for the service Mr. [redacted] received, and refunded the rental amount in full, of $39.84.
 
Mr. B[redacted] also reached out to each of the individuals in question to ensure there would be no further reoccurrences. Mr. B[redacted] explained that the fees being held by his bank should be released within the normal time frame under his bank’s policies.
 
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

August 28, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Northern Wisconsin and the UP Regional Office, reviewed the recent information Mr. [redacted] provided.  In the interest of customer good faith, she issued a supplement refund for the balance of $32.56 in addition to the $17 refund initially offered.  Both refunds should post on his next [redacted] 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

March 10, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Frank Smith, our Executive Assistant for our Western Michigan Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office they stand by their original decision. 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

May 9, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customer Ms. [redacted].
 
Cal C[redacted], our President for our Eastern Florida Regional Office, reviewed Ms. [redacted]’s recent comments.  He relayed to our office Ms. [redacted] was promised a free month of storage at origin due to a mistake by our U-Haul Center.  She misunderstood and thought she was also getting free shipping.  Mr. C[redacted] stated he ended up giving her the free month storage and shipping for free.  He has tried to accommodate Ms. [redacted] to the best of his ability by providing $1,200 worth of service at no extra fee.  No further adjustments or refunds will be issued.
 
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
 
Tell us why here...

February 4, 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 Western Ontario Regional Office, followed up on the recent comments Ms. [redacted] relayed to your office and attempted to reach her by phone but reached her voice mail. No call back has been received, therefore, he sent her the following email:

Hello [redacted], Thank you for your letter about your recent experience with U-Haul. We make every effort to keep our equipment well maintain and in good work order. Please accept our appoligies for the breakdown and experience you had. Certainly the manager needs to be understanding of your concerns and treat you with kindness and I have discussed your case with him. We have removed you for our not to rent list. You will be able to rent from UHaul again. Thank you [redacted]

Marketing Company President

U-Haul Company of Western Ontario Office

226-315-1754 mobile 519-977-2852

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

February 26, 2016   Revdex.com ID#: [redacted]           U-Haul Ref#: [redacted]

justify;">  Thank you for your concern for our customer Ms. [redacted]

Vernon R[redacted], our Executive Assistant for our Northern [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms. [redacted] was contacted and thanked for bringing this issue to our attention.  It was determined this was programming error that has since been addressed.  Ms. [redacted] was also informed of a credit for $30.   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 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the requested amount of $12.09 was issued back to Mr. [redacted] account on...

January 21st. The refund should post on his next credit card statement 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

September 4, 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 Illinois Regional...

Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained that he had one box of books. She was going to the location to take pictures of the box and bring it back to the U-Haul Center to have stored in Mr. [redacted]’s U-Box. Ms. [redacted] stated she would make sure it was secured and then take more pictures and mail them and the keys to Mr. [redacted]. Mr. [redacted] accepted this 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,

Executive Assistant

U-Haul International

July 29, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Kim J[redacted], our GM for our U-Haul Moving and Storage at Taunton Rd., followed up on the information Ms. [redacted] provided and relayed Ms. [redacted] was contacted and issued a refund for the inconvenience we caused.   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