U-Haul International, Inc.

April 7, 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 Northeast Pennsylvania...

regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and addressed her concerns. He did stress that they were able to complete their move with the U-Haul equipment and he did apologize for the repair vendor’s delay. A refund for the full amount of the rental, or $150.94, was issued back to their Visa account as an adjustment on their rental. The refund 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

December 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 Rhode Island Regional Office, followed up on the information...

Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted] , I apologize for an inconvenice our recent renovations caused you. In an effort to expedite this issue we will credit the $50 for cutting of lock. Please note my company president had already authorized a free month and she personnally purchased a mask for your use. I understand you have moved out and are now employed in NH. Certainly wish you the best in all your future endeavours. 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

December 16, 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 South Carolina Regional Office, followed up on the...

information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised of a refund for $162.01 as an adjustment on his rental. The refund was issued back to his Visa 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

January 20, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Please be advised the recent complaint you sent our office for Lindsey [redacted] is a duplicate of ID# [redacted]  Dominic C[redacted], our President for our South Philadelphia Regional Office, followed up...

on the information Ms. [redacted] provided.  He informed our office our GM of our U-Haul Center explained to Ms. [redacted] well in advance her vehicle was not capable of towing the U-Box and trailer.  Although Ms. [redacted] insisted, we advised her we cannot allow the transaction for safety reason’s.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

March 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].After another review of the information Mr. [redacted] provided in addition to his recent comments, we show new rentals were attempted by both Mr. [redacted] and his driver. When Mr. [redacted] presented both his license and his driver’s license, this linked his information to the information we already had on his driver. His driver has an outstanding debt with U-Haul on a past rental. To uphold our standards of our collections policy, the E-Alert will remain in place. And because Mr. [redacted] is linked to this E-Alert file, he will not be able to rent from U-Haul until the debt is paid in full. Please be advised that we are not holding Mr. [redacted] liable for the payment of the debt, but he will not be able to rent from U-Haul until the debt is paid in full.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

April 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be assured that our intent was not to come across as though we were doing a favor for Mr. [redacted]. I apologize if that is how it was perceived. When the issue of the parking of our trucks was brought to our attention, we rerouted them to prevent any further inconvenience for our customers.

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 11, 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 Jacksonville Regional Office, reviewed Ms. [redacted]’s recent comments. He left a message for Ms. [redacted] requesting a call back in order to personally address her concerns and hopes to hear back from her soon.

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

August 4, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our Executive Assistant for our [redacted] Office, followed up...

on the information [redacted] provided. She informed our office she contacted [redacted] and advised her she would issue her a refund as promised by credit card in order to avoid extra time to issue a check. [redacted] relayed to Ms. Andia she would call her back but has not, therefore, Ms. Andia went ahead and issued a refund for the $600 back to her credit card she had on file. The refund will post on [redacted]’s 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 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 Riverside regional office, followed...

up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund for $79.95 she issued back to his 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,

Executive Assistant

U-Haul International

June 9, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Angelique F[redacted], our Executive Assistant for our Northern New Jersey Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and assured him she found no issues with the U-Haul truck he rented as far as mileage or fuel on prior rentals as well as after his rental.  In the interest of customer good faith, Ms. F[redacted] relayed she issued him a refund for $250 as a final 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 26, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] and discussed her concerns.  She relayed the only reason she would have had issues with her vehicle towing the U-Haul trailer was if the trailer was overloaded.  We show Ms. [redacted]’s vehicle and our trailer was a safe hookup.  Ms. [redacted] stated she did not exceed the weight limit and would contact her lawyer to pursue the issue.   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

November 3, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted] and [redacted]., which is listed on the sale agreement.[redacted], our President responsible for the Fort Walton Beach area, reviewed Mr. [redacted]’s recent comments.  He explained he attempted to reach Mr. [redacted] again without success.  He is extending the offer to issue him a refund for the entire amount of the sale.  However, Mr. [redacted] will need to get the truck and title to our Pace Blvd. location in Pensacola, FL.  Once Mr. [redacted] is in possession of the truck and title, he will submit the refund for the price of the sale.  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

July 8, 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 [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 advised him of a refund for the $50 Reservation Guarantee Fee and provided his telephone number for personal help if you found the need to use our U-Haul services again in the future. Mr. [redacted] explained he would take care of his reservation needs from start to finish. Mr. [redacted] relayed he would be in contact if he found the need to rent from U-Haul again.

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 7, 2016

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Revdex.com concern #11541513 [redacted]
U-Haul Reference Id #[redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Patty P[redacted], Marketing Company Executive Assistant, reached out to Mr. [redacted] via email. She apologized for the inconvenience. Ms. P[redacted] offered another $400.00 for the issues with the truck. After the discount given by Ms. P[redacted], Mr. [redacted]’s total cost of renting was reduced by 54%.
 
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

November 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Fort...

Worth Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office he was able to reach an amicable resolution and has written off the current charges, or $218, making their next payment due on November 15th.

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 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Todd Ferriera, our President for our Fresno regional office,...

followed up on the information Ms. [redacted] provided. He has attempted to speak to Ms. [redacted] and is currently waiting for a return call. After researching her rental, he agreed she is due back a refund on the rental as she did not complete her move. A refund for $59.14 was issued back to her [redacted] account and should post on her next credit card statement for the remaining charges on her contract. As we value Ms. [redacted] as a customer, we hope she will take advantage of the $40 VIP Certificate previously issued to her.

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 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted],...

followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained a late notice was sent out by our automated service just before Ms. [redacted] moved out. Mr. [redacted] advised Ms. [redacted] she does not have a balance owed on her account.

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 15, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] left a message for [redacted] on 8/8/14. [redacted] explained the following in her message::

I called [redacted]...

[redacted] and left him a voice mail to return my call. His situation is this. He reserved a van for 4 hours on line. We were going to give him the location he preferred. [redacted] then changed his on line reservation from 4 hours to 2 days. We did not have a van available for 2 days at this location therefore subject to availability he was sent to a location to accommodate his 2 day rental. As soon as [redacted] returns my call I will advise him of such. Thank you...[redacted] can be reached at [redacted] or [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,

Executive Assistant

U-haul International

February 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office, followed...

up on the information Mr. [redacted] provided. She informed our office a refund for $213.59 has been issued back to Mr. [redacted]’s [redacted] card account as requested. 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,

Executive Assistant

U-Haul International

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.

My thanks to the Revdex.com for your exceptionally prompt action on my complaint and to U-Haul as well.

Regards,