U-Haul International, Inc.

September 19, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Michelle A[redacted], our Executive Assistant for our Manhattan Bronx Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she spoke to Ms. [redacted] and provided a reference number for the refund in case she still doesn’t see the refund on her account.  Ms. [redacted] relayed she would check her account and if the refund is not showing, she will call her credit card company and provide them with the reference number in order for them to trace the refund.   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 28, 2014

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, reviewed the recent comments Mrs. [redacted] relayed. She informed our office she issued a refund for $23.02 back to their [redacted] account. The refund should post on their 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,

[redacted]

Executive Assistant

U-Haul International

July 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 [redacted] regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She explained why we may run into unexpected equipment availability issues. Ms. [redacted] issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account on July 2nd. 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

March 30, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual truck rental agreement.
Jim M[redacted], our Executive Assistant for...

our Pittsburgh Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in response:I have reviewed the letter to the Revdex.com and have spoken to the Area Manager Robert Bell who oversees the location where you returned your rental equipment. Robert informed me that the dealer did in fact mistakenly charge the additional days we do apologize for this mistake and our records reflect the credit was issued on 03/16/16 and approved on 03/18/16. Robert also did inform me that he was personally on site on the day that the truck was checked in and he was the one who cleaned the cargo area of the truck. He feels the cleaning fee was appropriate. As for the transmission issue, I cannot find any records of a call to the U-Haul Roadside Assistance number provided on the truck and Robert informed me that he could not find any mechanical issues with this truck. There is a very good possibility that the truck may have been in the “tow/haul” mode which is easily turned on/off by a button on the shift lever. Lastly in regard to your damage claim, Robert sent an email to RepWest today with your information however the direct phone information for the Pennsylvania Claims office is ###-###-####. While we do apologize for the issues that you encountered with your move, we feel that Robert did rectify the situation by refunding the $80.00 incorrect charges and we have provided you with the information you requested to process a claim for damages to your belongings. We are considering this matter resolved. Tom S[redacted], a Claims Manager for RepWest Insurance Company, sent Ms. [redacted] a letter addressing her concerns regarding the cleaning fee and damage claim.  She should receive his letter in the mail soon.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

July 7, 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] regional...

office, followed up on the information Ms. [redacted] provided. She informed our office she has been in contact with Ms. [redacted] and requested she send additional information in order to review her concerns further. She will then be back in contact with Ms. [redacted] to discuss 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,

Executive Assistant

U-Haul International

October 5, 2016   Revdex.com ID#: 11738792 U-Haul Ref#: 1228587   Thank you for your...

concern for our customer Mr. [redacted].   John Lau, a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided.  He contacted Mr. [redacted] and offered his personal apology for the inconvenience he experienced.  A refund for $40.81 was issued back to his Visa account as an adjustment on his rental along with a $20 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 Mr. [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, 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 Dr. [redacted].

[redacted], our Field Manager for our Southern Washington regional...

office, followed up on the information Dr. [redacted] provided. She informed our office a message was left for Dr. [redacted] advising him of a refund for $74.95 back to his [redacted] 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

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

concern for our customer Ms. [redacted].   Chad F[redacted], our President for our San Fernando Valley Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] on April 5th and she asked if she could call him back.  Mr. F[redacted] never heard back and has also since left two messages on the 6th and 8th requesting a return call in order to personally address her 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, Maria P[redacted] Executive Assistant U-Haul International

June 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] regional office, followed up...

on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her she had issued her a refund for $78 that she was charged by our U-Haul dealer. Ms. [redacted] relayed she did not see any charge for $55, therefore, could not make a refund. Ms. [redacted] sent in a receipt that showed an online purchase for product she received on June 23rd. Ms. [redacted] emailed her back with instructions on how to request a refund, which are actually noted on the bottom of her order. The refund for $78 was issued to Ms. [redacted]’s [redacted] account on June 26th 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

August 5, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].   Carol G[redacted], our President for our Memphis Regional Office, followed up on the information Ms. [redacted] provided.  She advised our office Ms. [redacted] was contacted an hour of making their reservation and informed they were working on locating a truck for their move.  The closest truck was in Brownsville, TN.  Ms. [redacted] was given $152 credit for the inconvenience of having to travel to Brownsville.   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

December 6, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for forwarding Mr. [redacted]’s recent comments to our office.   Cecilia O[redacted], our Executive Assistant for our Los Angeles West Regional Office, advised our office they have no record of offering Mr. [redacted] $100 store credit or any type of refund.  She relayed, neither will be issued.   Thank you for your continued support.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

August 4, 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.  He...

explained he spoke to each GM in both our dispatch and receiving locations as well as Mr. [redacted] on more than one occasion.  After researching Mr. [redacted]’ rental, Mr. [redacted] advised him the charges are valid and will remain.
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

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] reviewed Mr. [redacted]’s recent comments. He informed our office he spoke to Mr. [redacted] yesterday and discussed our resolution. Mr. [redacted] relayed that at this moment, they have agreed to disagree. He also listed the steps that were ta[redacted] since this issue arose and the approximate time line of the events. Please be advised that our decision in the matter remains the same.1. Mr. [redacted] contacted Mr. [redacted] the night of his rental, August 8, 2014. Mr. [redacted] informed Mr. [redacted] he would review the call and send him a copy but that we would not be shipping his vehicle.2. Mr. [redacted] contacted Mr. [redacted] on August 9th and Mr. [redacted] advised him he had not yet received a copy of the call and would let him know after it was reviewed.3. Mr. [redacted] spoke to Mr. [redacted] on August 11th and sent him a copy of the call as well as reviewed the call with him. Mr. [redacted] advised him the information he provided the Call Center Agent was incorrect and the Agent had followed proper U-Haul procedure. Mr. [redacted] explained that the information we were provided was for a different vehicle model than he owned and again relayed we would not be shipping his vehicle for him. Mr. [redacted] was told this would serve as our resolution for this issue.4. Mr. [redacted] called into Customer Service and claimed he had not heard from Mr. [redacted] and requested to speak to his supervisor. Mr. [redacted] reached out to Mr. [redacted] by email and also sent him another copy of the recorded call. Customer Service received a file from the Revdex.com of Phoenix. A copy of Mr. [redacted] email was sent to the Revdex.com on September 24, 2014.5. Mr. [redacted]’s file was re-opened on September 25, 2014 when he called in to state he never received an email or phone call from Mr. [redacted].6. Mr. [redacted] spoke to Mr. [redacted] on October 27, 2014 and stated they agree to disagree at this point. Mr. [redacted] understood our position in the matter.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

True we did surpass the mileage that I estimated but it was only 14 to 16 miles over if that. It still dones not equal out to rhe amount your charging. As far as the ants are concerned im of you dont see them. Why would you be honest about that? Most importantly why would I lie? Lift the arm rest in that truck... They are everywhere!

June 12, 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 at Chapel...

Hill Blvd, followed up on the information Mr. [redacted] provided. She informed our office, due to the fact the moving company Mr. [redacted] hired was not able to tow the U-Box to his residence, Ms. [redacted] had the U-Box delivered and then picked up from his residence at no charge. The fee collected was for the shipping of the U-Box only. Our office was also advised that the moving company Mr. [redacted] hired is no longer active on MovingHelp.com due to their lack of customer service toward our U-Haul customer’s.

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Man is lying. I never tried to drop the truck off in Norfolk. I do not even know how to get to Nprfolk. These people just do not want to pay back what is mine. They knew what they were doing. I am an innocent victim here. I guess I am being made an example of right? This will happen to someone else. Hopefully Revdex.com will get my money back. I am a single mother trying to make it in this world. I feel I was mislead, and if Revdex.com cannot get my money back, the full amount. I am prepared to go to court. I do know I will never rent from uhaul again, nor will I recommened them to anyone. Regards,[redacted]

January 14, 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 Lower Hudson Valley regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] as did other U-Haul representatives on different occasions. Mr. [redacted] was advised he settled his claim with RepWest Insurance Company for his damaged items. Damage did not occur from the shipping of his items, therefore shipping fees will not be refunded.

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, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Craig W[redacted], our President for our Northern Indiana and South Cook County Regional Office, reviewed Ms. [redacted]’s recent comments.  He informed our office he met with Ms. [redacted] on December 9th.  They went to her storage unit and found her items in the unit had shifted and the door could not be opened.  Mr. W[redacted] and a maintenance tech got the door opened and she was able to obtain items that day and said she would be back on December 12th to remove the remainder of her items out of storage.   Mr. W[redacted] then received an email from Ms. [redacted] requesting an extension until December 15th to move out of storage.  Mr. W[redacted] sent her an email back telling her that would be fine.   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

January 26, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Arielle [redacted]s, our GM for our U-Haul Moving and Storage of Pasadena, followed up on the information Ms. [redacted] provided.  She informed our office she...

waived the late fees on Ms. [redacted]’s storage 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,Maria P[redacted]Executive AssistantU-Haul International

December 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Frank S[redacted], our Executive Assistant for our Western Michigan Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms....

[redacted] spoke to both our Company President and our GM of our U-Haul Center and Ms. [redacted] was aware she could not keep the U-Haul truck for storage.  Mr. S[redacted] relayed Ms. [redacted] was given until the 23rd to have the U-Haul truck returned.  Our GM explained Ms. [redacted] reserved a 4x6 storage unit but it was not large enough to accommodate her contents of the truck.  Mr. S[redacted] advised our office the charges will stand.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