U-Haul International, Inc.

November 20, 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] Regional Office, followed up on the information...

and sent him the following email in response:

Good Morning [redacted], I wanted to follow up with you and ensure everything went ok with the bike rack you received Friday. Unfortunately, my daughter was sick so I wasn't in the office. Please let me know if there's anything else I can do to assist you on this matter. Thank you for your patience. Thank you, [redacted] U-Haul 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,

Executive Assistant

U-Haul International

March 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. He...

informed our office he left a message for [redacted] advising her of a refund for $144 as requested. The refund was issued to her [redacted] account and should post on her next credit card statement. [redacted] also explained in his message that [redacted] could call him back if she had other questions or 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,[redacted]Executive AssistantU-Haul International

July 16, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted], our Executive Assistant for our[redacted] regional office, followed up on the information [redacted] provided and sent him the following email in response:

[redacted]...

[redacted]: I would like to apologize for the reservation issue that you encountered. We do try to fulfill as many reservations with our customer's preferred pick up times and locations however being that our equipment is constantly on the move, it is, at times, difficult to meet all preferences which is why we tell the customer during the reservation process that a local representitive will contact you the day prior before 6pm to schedule your pick up time and location. The reservation guarantee was put in place to give some compensation to our customers if we are unable to come to an agreeable time/location etc. I have reviewed the file and I do agree that you are absolutely due a 50.00 Reservation Guarantee payment. I have issued a check request in the amount of 50.00 which will be mailed directly to you. Again, my apologies.

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 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Stacey M[redacted], our Executive Assistant for our Oceanside Regional Office, relayed they were able to reach an amicable resolution with Mr. [redacted].  A refund for $1,195 was approved as a reimbursement from [redacted] Insurance Company in addition to the refund for $250 from our U-Haul Center along with a $100 VIP Certificate.  The VIP Certificate 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.   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 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

located in [redacted], followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear [redacted], I am sorry for the problems that you had with your reservation on the holiday and customer service that you received. As a one time customer service we will issue the $50 guarantee. Thank you

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 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our Equipment Recovery Department followed up on the information Mr. [redacted] provided.  Mr. [redacted] was originally charged for two tolls from Toll-By-Plate at...

$1.96 each toll plus the $5 administration fee per contract for any tolls that are received by Equipment Recovery.  We just received billing from Miami-Dade Expressway (MDX) for 6 additional tolls.  Since Mr. [redacted] already paid the administration fee, the balance for the DMX tolls due is $6.24.  We bill our customer as soon as we receive billing from the jurisdictions, but because it was two different tolling agencies, we were billed at separate times.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

"Calibri",sans-serif; font-size: 11pt;">July 6, 2016
 
Revdex.com concern # 11545389 [redacted]
U-Haul Reference id # 1142497
 
Thank you for your concern for our customer Ms. [redacted].
 
Nikki Hogan, supervisor for U-Box project group, spoke to Ms. [redacted] yesterday. U-Haul has issued the $350.00 back to card ending 3026 on 7/5/2016. It can take 3-5 business days to see the credit in 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,
 
Penny S[redacted]
Executive Assistant
U-Haul International

June 25, 2015Revdex.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 and sent her the following email in...

response:[redacted]: I received your concerns on your recent U-Haul reservation and would first like to offer an apology for the unsatisfactory experience that you encountered. While it is our goal to serve as many of our customers as possible at their preferred pickup time and location, we do sometimes have to make changes based on availability and incoming equipment. Unfortunately during busier times this becomes more frequent and at times limits our ability to provide pick up information until the day prior to rental. Looking at your reservation I see that we contacted you on the 4th with an option that was 15 miles from your preferred pick up location at 9 am which was not an acceptable option for your move based on your time constraints. I do see that we did ultimately have an option for you on the 5th from your preferred location and at your preferred time however you had already made other arrangements by that time. As for our reservations, we do honor them and it is not false advertising. We back the reservation up with a guarantee of 50.00. Once we take your reservation and agree on the pickup time and location if we are unable to fulfill your reservation for any reason we credit you 50.00. In this particular case we were able to accommodate your reservation at the time and location requested. I do however understand your frustration and as a good will gesture have issued a 50.00 credit to the card used for the reservation number referenced.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

July 30, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our [redacted], followed up on the information [redacted] provided and sent her the following email...

in response:[redacted], I tried to call you but got no answer earlier today. I went ahead and out of good faith refunded back the $30 fueling fee. I do see that your final bill was $382.76. We collected $211.42 from you that day on the credit card. The balance of $171.34 was left over. I took off the fueling fee of $30. You now still owe $141.34. That is from using the equipint with mileage and CDW and rental fees. It is explained on your return contract. If we can be of any further help to answering questions please feel free to call us.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

July 10, 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 left a message for Ms. [redacted] explaining, in addition to the previous refund issued on July 3rd for $208, a supplemental refund for $300 was issued back to the same [redacted] account as listed on her rental contract. 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

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted]...

[redacted] and was able to reach an amicable resolution. [redacted] sent her a VIP Certificate for $55 in order to purchase another propane bottle and get it filled.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

September 15, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Jim B[redacted], our President for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office, in an effort to bring closure, he issued Mr. [redacted] a refund for $50 as an adjustment on his rental.  The refund 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, Maria P[redacted] Executive Assistant U-Haul International

May 23, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Tavis L[redacted], our President for our West Central Colorado Regional Office, reviewed Ms. [redacted]’s recent comments.  He advised our office he was able to get in touch with Ms. [redacted] and they reached an amicable resolution.  A refund was issued for the truck rental due to the blowout she incurred on the truck, the wait for assistance, extra hotel and food, and for the inconvenience she experienced.  The refunds should post on her next Visa 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, Maria P[redacted] Executive Assistant U-Haul International

June 28, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: 11509798 [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Ms. [redacted]
 
Our apologies to Ms.  [redacted] for the issues she encountered. After reviewing the call in question we found that the sale agent had promised a truck in the morning for Ms. [redacted]. I have submitted a check request for $50.00, to fulfill our reservation guarantee program, for our equipment not being available as agreed.
 
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

April 2, 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 [redacted] Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $289.94 back to his credit card along with a $50 VIP Certificate in the hopes he will allow U-Haul to redeem itself in the future. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.Ms. [redacted] assured our office the issue would be addressed with our GM involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.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.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

I rented from U-Haul on August 20th and the AC was not functioning properly in the truck. It was an extremely hot day and combining that with moving heavy furniture, it was quite miserable getting into a hot vehicle. The AC would kick on on occasion but it was not consistent. After returning the truck, I was asked by email to rate my experience. Assuming that my issue would be addressed and given that I had no other complaints, I gave U-Haul (Irwin, PA) a 3 out of 5 star review. I contacted U-Haul by phone about my AC complaint and left a message asking for a call back. I never received a call. I submitted my complaint online and got a response from Robert who said he would inspect the truck. He replied back to me a couple days later and told me that there is nothing wrong with the vehicle. This was very frustrating to hear because I certainly did not make up my experience. I had two other witnesses in the truck with me and we were all quite miserable. I asked him to replicate our situation by driving the vehicle for some time and he replied back that this wasn't possible. He said that he needs to trust his "tools" and there is nothing else they can do for me. I told him that I would drop the issue but that I was not satisfied with the outcome. I decided to write another review and give another rating for that location. I explained that since my issue was not addressed in the correct manner, I am now giving the location a 1 out of 5 stars. I waited a few days and checked the U-Haul website looking for my updated response and they never posted it. They only posted my 3 out of 5 star review on their website. Because of that I explained the situation to customer service and Robert messaged me again saying, "Perhaps I was not clear when I stated I cannot replicate the conditions of your move.." and "It is not usually in our practice to refund for the malfunction of a creature comfort if the customers move is completed". This condescending response prompted my review through Revdex.com.

June 6, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Mandi D[redacted], our Executive Assistant for our Southern Alberta Regional Office, reviewed Mr. [redacted]’s recent information.  The receipt he provided was for hitch wiring.  The service invoice with U-Haul is only for the hitch installation and no wiring install.  Ms. D[redacted] confirmed with our GM of our U-Haul Center that Mr. [redacted] was never charged for wiring installation.  This would not be considered a repair to a hitch installation.  She left a message for Mr. [redacted] to call her back to discuss the issue further and will offer a resolution.   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

December 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island Regional Office, reviewed the recent comments from Ms. [redacted]. He informed our office their decision in the matter remains the same. The cargo box of the truck Ms. [redacted] rented had mud when it was returned and had to be cleaned out.

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

October 2, 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 Akron Regional Office, reviewed Mr. [redacted]’s recent comments to your office.  He relayed Mr. [redacted] was advised in person the reason he was on E-Alert and at this time there is no reason to remove him. 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 5, 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 Northern Nevada Regional Office, followed up on the...

information Mr. [redacted] provided. She relayed that noted on the rental contract for the Promissory Note, it does state if payment is not received in 7 days, U-Haul will immediately initiate collection procedures. Collection was done on the 10th day.

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