U-Haul International, Inc.

March 16, 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 at [redacted] in [redacted], followed up on the information Mr. [redacted] provided. He informed our office the bed rails sat at his...

store for approximately two weeks after Mr. [redacted] said he would return to retrieve them. Mr. [redacted] attempted to speak to Mr. [redacted] today but received no answer. He sent him an email offering his apology that the bed rails were thrown away and advised him we would gladly reimburse him if he wanted to purchase more rails and provide a receipt. Mr. [redacted] requested a reply to his email and also included his telephone number for a call 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,[redacted]Executive AssistantU-Haul International

May 10, 2016
 
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
 
Thank you for your continued concern for our customer Ms. [redacted].
 
Chad F[redacted], our President for our San Fernando Valley Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office he spoke to Ms. [redacted] and explained he would have her name removed from E-Alert and will also contact our Collections Department to see what can be done about the balance.  Mr. F[redacted] mentioned he was unsure why Ms. [redacted] dropped off at the wrong location.
 
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

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Assistant GM for our U-Haul Moving and Storage at...

Verona Road, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and offered a refund for $300 due to 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,

Executive Assistant

U-Haul International

May 8, 2015

Revdex.com ID#: [redacted] Thank you for your concern for our customer Mr. [redacted].

[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted], My name is [redacted]...

[redacted] and I am the traffic manager for U-Haul here in [redacted] I have reviewed your recent trailer rental from [redacted] and the charges that were placed on your credit card by my store in [redacted]. As you know, this was a big mistake on the part of [redacted]. I have refunded the charges to your Mastercard today. I will be forwarding your experience to the regional manager for the store in Ohio to make sure that this never happens to another family again. I am also very sorry that you had such a hard time getting someone to fix this mistake. It was never our intention to inappropriately charge someone and it is clear that this was a big mistake. If you need any further assistance, please do not hesitate to email me at [redacted]. Again, please accept my apologies and watch for the credit to your statement within 5 business days. Respectfully, [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, [redacted]

Executive Assistant

U-Haul International

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager for U-Haul International, reviewed the information Ms. [redacted] recently provided. He relayed he found the same results as previously explained in the email to Ms. [redacted] by [redacted] on June 16th. Mr. [redacted] added that no refunds will be issued. Ms. [redacted] declined the alternate drop off, which would have been $383.00.

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

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater regional office, followed up on the information Ms....

[redacted] provided. He informed our office he left a message for Ms. [redacted] on May 22nd requesting a return call. He mentioned there was still a balance owed on the contract for $2.74. Since he had not heard back from Ms. [redacted], Mr. [redacted] left another message today explaining he issued a refund for half of the rental fee, or $29.74, as an adjustment on her rental. 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,

Executive Assistant

U-Haul International

May 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Atlantic Canada Regional Office, reviewed the recent information from Mr. [redacted].  She informed our office, as relayed in my previous response, Mr. [redacted] needs to contact the claims department at ###-###-#### to pursue his 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,[redacted]Executive AssistantU-Haul International

August 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Rhode Island...

Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Ms [redacted] Your concern has been reviewed by a team of UHaul managers. It has been decided the best resolution to issue is to credit you the $945.00 for shipping. You should see that on your cc statement within 3-5 days. Sincerely [redacted] EA UHaul of RI [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 23, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Allen L[redacted], our President for our Maryland Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office a letter was sent to Ms. [redacted] releasing her of any financial responsibility associated with this contract.   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

March 17, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Raimel G[redacted], our President for our Miami 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 Visa account.  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,
Maria P[redacted]
Executive Assistant
U-Haul International
Tell us why here...

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Representative, followed...

up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and left a message for a call back. She explained she was sending her another $40 VIP Certificate, making a total of $80 in Certificates, that 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,

Executive Assistant

U-Haul International

August 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northern...

Arizona Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology as well as advised him of a refund for $300 due to the late delivery of his U-Boxes. The refund 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

October 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted] and [redacted], whose name is on the rental agreement.   Arthur V[redacted], our Area Field Manager for our Southern Colorado Regional Office, followed up on the information [redacted] provided.  He informed our office he spoke to Ms. [redacted] and explained there were no discrepancies at dispatch and he found no record of a call into Road Assistance for help during their move.  Our receiving location also found no issues with the truck, therefore, no discounted rate 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, Maria P[redacted] Executive Assistant U-Haul International

April 28, 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 of Orange Park, reviewed the information Mr. [redacted] provided. She advised our office she corresponded to Mr. [redacted] by email. She offered her apology again and informed him she was under the impression his concerns were resolved. She did offer him half of his total bill as he was able to render services with U-Haul. A refund for $123 was issued back to his credit card 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

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Saint Louis Regional Office, followed up on the information Mr. [redacted]...

provided. She informed our office Mr. [redacted]’s concerns were addressed by [redacted] Insurance Company. If he wishes to pursue the claim he will need to keep in contact with his adjuster at [redacted] Insurance Company.

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 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Peter R[redacted], our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments.  He relayed our GM was processing the 2nd refund that did not transmit previously and asked that we relay his apology for the delay and inconvenience we may have caused.  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 AssistantU-Haul International

October 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 Northwest California Regional Office, followed...

up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a return call to personally address her concerns. Ms. [redacted] confirmed Ms. [redacted] placed her order on line for her movers herself. She relayed she would be more than happy to refund the $100 for her delay but would not be able to refund for any additional cost incurred with her moving helpers. The refund was issued back to Ms. [redacted]’s 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,

Executive Assistant

U-Haul International

June 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Los Angeles West Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mrs. [redacted] and advised her of a refund for $400 to cover the 8 days for late delivery by the shipper.

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

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.While we appreciate the response given by Uhaul, their proposal to research the issue does not resolve anything at this time. If we accept this response then the Revdex.com will consider the matter resolved, which it is not, and we feel that to truly get any results from Uhaul the Revdex.com has to be actively involved. 

Regards,

January 19, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Alisa K[redacted], our GM for our U-Haul of Farmington Hills, sent Ms. [redacted] another email as follows:Good afternoon. The charges for moving help are being refunded and should take a few days for them to be credited back to your account. I have had the calls pulled and did notice that nobody informed you of the delivery charge for the final location only about the days the location would be able to delivery the boxes. For this issue I would like to apologize again and I will go ahead and refund you for that delivery charge. This will also take a few days to be applied back to the credit card that we have on file. As for the storage fees, those where incurred from the moment you had the boxes dropped off. The units are portable storage units and it is stated in your contract, on our website and you were informed of the storage fees at the time you made the reservation. Unfortunately by the time you were ready to have your UBoxes shipped the first month of storage was almost up which resulted in that second month of storage. Being that these are storage boxes monthly storage incurrs even if they are at a UHaul facility or the customers house. Again I would like to apologize for any miscommunication issues.As of today, Ms. K[redacted] has not heard back from Ms. [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 AssistantU-Haul International