U-Haul International, Inc.

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.I am confused with this resolution as [redacted] told me the cheque would take 3-4 weeks, but their response to Revdex.com says I would receive it in 10 business days. Which is it?

Regards,

October 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] was contacted and advised we were sending him $400 in VIP Certificates that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.    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

December 12, 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 Northern Wisconsin and the UP Regional Office, followed up on...

the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but received no answer or answering machine. A refund for the Local Not Returned fee was issued in the amount of $88.90. Mr. [redacted] also relayed that the Promissory Note was canceled.

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 continued concern for our customer [redacted].

[redacted]'s comments were reviewed again and the Regional President, [redacted], and the Center General Manager, [redacted], stand by their initial response to [redacted]'s concerns. Please see [redacted]'s original reply to this Revdex.com file.

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted], our Executive Assistant for our [redacted] Office, followed...

up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed their concerns. She offered to issue them a refund for $500 as an adjustment on their move. [redacted] advised her he would need to call her 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,

Executive Assistant

U-Haul International

February 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for you continued concern for our customer Ms. [redacted]. I apologize for any misunderstanding on how our resolution was communicated.  A total refund for $100 was issued to Ms. [redacted]’s Visa account ending in [redacted].  $50 was for the Reservation Guarantee Fee and an additional $50 as an adjustment on her rental.  She was also issued a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer and is valid for two years. 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 22, 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 San Francisco regional office, followed up on the information Ms....

[redacted] provided. She informed our office a refund for the $50 Reservation Guarantee Fee along with a $50 VIP Certificate was issued to Ms. [redacted]. 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,

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.When I first file my complaint the Revdex.com I was notified via e-mail that I was to notify the Revdex.com if I was contacted but U-Haul and that the Revdex.com would serve as a mediator to resolve my issue. I was soon contacted by U-Haul representative named [redacted] Ogillvie who offered me 500$ for the inconvenience caused by there negligence. As written in the company response, I told [redacted] that I would consider her offer and call her back. What they failed to write in their response is that I called her back and declined her offer in hopes that the Revdex.com would be able to assist me in getting a refund closer to what I've asked for. I just wanted to clarify that I had already declined her offer for the time being because I was hopeful that the Revdex.com would be able to help me receive a more satisfactory result.

Regards,

October 28, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Ted D[redacted], our Executive Assistant for our Dayton Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office he sent Mr. [redacted] a letter offering his apology and assured him no customer had access to his credit card or personal information and we strive to keep our customer’s identity safe, secure and protected.    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 5, 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], followed up on the information [redacted]...

[redacted] provided. She informed our office she spoke to [redacted] and discussed her concerns. A refund for the Auto Transport in the amount of $84.53 was issued back to [redacted]’s [redacted] 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,

Executive Assistant

U-Haul International

November 7, 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 California Regional Office, reviewed the recent comments from Ms. [redacted]. She informed our office a refund for the difference for her moving helpers would 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,

Executive Assistant

U-Haul International

August 14, 2014

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

[redacted] the Executive Assistant in our [redacted] Regional Office sent the following e-mail to [redacted].

Dear [redacted] - I have received the forward of the...

information you had provided to theRevdex.com regarding your recent rental. I would like to sincerely apologize for the Inconveniences that you had encountered. Reviewing the notes on your complaint, I do clearly see that we did not do what we said, and I again, apologize for that.I personally have issued a credit to your card for the $40.00 that we had promised you. Additionally, I have issued a second credit to your card for $50.00, our u-haul reservation Guarantee, as we clearly dropped the ball in effectively communicating some necessary changes to your reservation. AlthoughIi understand that you did not want the already Issued $40 vip coupon, I will be leaving that active, so if you do decide to give us an opportunity to redeem ourselves in your eyes, you can use that coupon. I've attached copies of the above noted refunds, as well as the vip coupon, and again, sincerely apologize for the inconveniences that we had caused you. Sincerely, [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

November 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our San Francisco Regional Office, reviewed the recent comments from Ms. [redacted]. She advised our office she left a message for [redacted] and/or [redacted] requesting a call back to personally address their concerns. I also did verify the $75 refund that was applied to their rental contract at time of return as a Customer Service reimbursement.

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

April 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 NW Ohio regional office, followed up on the information Mr....

[redacted] provided and sent him the following email:

Dear [redacted], It was never the intent of the Storage location to steal your money. They had on many occations made attempts to contact [redacted] concerning her account with no success. After many failed attempts they charged the card on file hoping that someone would call and they could settle the account. I apologize for the inconvenience this may have caused you. Your account has been created for $405.32 and the card removed from her account. If there is anything else that I can assist you with please feel free to contact me at ###-###-####. Sincerely, [redacted] U-Haul Co. of N.W. Ohio

 

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 3, 2016   Revdex.com...

ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Samantha S[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she left a message for Mr. [redacted] requesting a call back in order to personally address his concerns and offer an adjustment on his rental transaction.  She hopes to hear back soon 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, Maria P[redacted] Executive Assistant U-Haul International

July 17, 2015

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] West Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience he experienced and explained she wrote off the amount of $49.95 to show a zero balance on the account. The next payment will be due July 20th.

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 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] regional office, followed up on the information...

Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $50 as 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,

Executive Assistant

U-Haul International

September 30, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer [redacted].   Orlando Rios, our Area Field Manager for our Central Chicago Regional Office, followed up on the information [redacted] provided and sent him the following email in response: Dear [redacted], I have reviewed your complaint and issued a credit back to your card for the $43.55. Please allow three to five business days for the credit to reflect in your account. Any further questions please let me know. Sincerely, Orlando R[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 Assistant U-Haul International

August 27, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she spoke to...

[redacted] and advised him of a refund for $108.28 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,[redacted]Executive AssistantU-Haul International

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and her son, [redacted], whose name appears on the rental agreement.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on...

the information Mrs. [redacted] provided. He informed our office the U-Haul equipment was driven several thousand miles before the tire blow out. He relayed we don’t know the road conditions during travel. As far as the repair shop that was dispatched, further research will be done to address the information Mrs. [redacted] provided. A refund for $200 was issued as an adjustment on their rental. The refund was issued back to their [redacted] account and should post on their next credit card statement.As we value Mr. [redacted] and his mother as customers, we sent them a $200 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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