U-Haul International, Inc.

July 6, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com concern #[redacted]
U-Haul Reference id # [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Neil B[redacted], Marketing Company Executive Assistant, reached to Mr. [redacted] and refunded the fuel charges in the amount of $7.50.
 
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 24, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our SE Wisconsin Regional Office, followed up on the information...

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

[redacted] I sincerely apologize for any confusion there is regarding the reservation process. When you see the following statement: "Your reservation is guaranteed or we will give you $50 Learn more" It is an informative script and link letting you know we have a Reservation Guarantee. That guarantee takes effect once you have a confirmed truck and location. The very first email you received after placing you order stated "A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment." Your reservation was then scheduled and confirmed at the Bluemound Rd location because that's who had the truck you wanted on the day requested. Subsequent emails and a phone message confirmed that location and where the Reservation Guarantee now is in effect. We guaranteed you a truck at the Bluemound Rd location on the day you requested. If you do not get the truck you requested at the location we confirm with you on the day it is scheduled, you are entitled to the reservation guarantee. If you were contacted by the West Ave location and told you had a truck reserved there or an email stating that, then that is a different matter. Our online process allows you to choose a preferred location, and then depending on availability you will receive email confirmation on the location with your equipment. I will, however, request that the Reservation Guarantee be paid to you this time. We will credit the card on file we have and you should see that within 5 to 7 business days. Sincerely, [redacted] AFM 750001 750 MCO / District 16 U-Haul of SE Wisconsin ###-###-####

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 7, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Steve L[redacted], our President for our Saint Louis Regional Office, reviewed Mr. [redacted]’s recent comments.  He explained to our office his decision in the matter remains the same.  As I relayed in my previous letter, Mr. L[redacted] sent Mr. [redacted] an email that included his apology along with a VIP Certificate we hope he will take advantage of using as we feel it can be great value to our customer and is valid for two years.  Mr. L[redacted] acknowledged him and Mr. [redacted] are unable to see eye to eye on the situation.  Nothing further will be done.   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 16, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted]   David R[redacted], our President for our Detroit Regional Office, reviewed Ms. [redacted] recent comments.  He relayed a mutual agreement was made on the value of Ms. [redacted]’ missing items.  A refund for the cost she paid for storing with U-Haul was issued along with $1000 for Safestor Protection Coverage and $3,200 for missing items.  Ms. [redacted] agreed to sign a letter of release prior to collecting the settlement.   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 7, 2014

Revdex.com ID#: 10110824

U-Haul Ref#: 629716

Thank you for your concern for our customer Mr. Lowy.

Shawn Richardson, our Executive Assistant for our Brooklyn, Queens, Staten...

Island regional office, followed up on the information Mr. Lowy provided. She informed our office she spoke to Mr. Lowy on June 27th and they were able to reach an amicable revolution. A $30 VIP Certificate was sent to Mr. Lowy. 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,

Maria Palmisano

Executive Assistant

U-Haul International

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

William Stenhouse, our Executive Assistant for our Central Ontario regional office, reviewed Mr. [redacted]’s recent comments and advised our office he issued a refund for $3.39 back to Mr. [redacted]’s American Express account as requested. 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,

Executive Assistant

U-Haul International

June 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our South Bay Regional Office, followed up on the information...

Mr. [redacted] provided. He informed our office the damage to the U-Haul truck is extensive and the truck would not have been rented in that condition. We have no record of the truck having any damage before Mr. [redacted]’s rental. Mr. [redacted] stated the truck was moved from the public street after he dropped it off to the U-Haul lot and this is when the damage occurred. However, Mr. [redacted] relayed there are no overhead obstructions on the U-Haul property to create the damage. Mr. [redacted] has been advised he is responsible for the damage to the U-Haul truck. Our decision in the matter remains the same.

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 26, 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 Idaho Regional Office, followed up on the information Mr....

[redacted] provided. She informed our office [redacted] Insurance Company reviewed all the photos submitted by Mr. [redacted]. Upon their investigation, the damage does not show connection in having transmission cooler or brake controller. The damage was under the bumper. Further research showed no employee caused the damages to Mr. [redacted]’s vehicle while on the U-Haul lot.

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 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Arnesha [redacted], our Executive Assistant for our Los Angeles West Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke...

to Mr. [redacted] and addressed his concerns.  He returned hitch for a refund of $321.31.  Mr. [redacted] should receive the check within the next 10 business days.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 [redacted]Executive AssistantU-Haul International

June 28, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Ramon M[redacted], Marketing Company President, spoke to Mr. [redacted] and agreed to the following. Mr. [redacted] can return the parts, in the same condition as received, for a full refund of hitch and parts associated. Mr. [redacted] has been refunded for labor in full, for the installation. Mr. [redacted] agrees to contact us within 7-10 business days to let us know if he will be returning the parts as discussed. Mr. [redacted] does understand we will not assist with the removal of the hitch or its parts.
 
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

August 29, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. S[redacted].   Derrick S[redacted], our Area Field Manager for our Mississippi Regional Office, followed up on the information Mr. S[redacted] provided.  He explained the rates are the same for the size of trucks in question.  He did, however, issue a refund for the extra fuel in the amount of $14 back to Mr. S[redacted]’s Master Card 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

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental document.

[redacted]...

[redacted], our Executive Assistant for our San Bernardino regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. He advised him of a refund for $300, which includes $180 that Moreno Valley overcharged on his second truck rental, $50 for the Reservation Guarantee Fee, and $70 to pay for half of the gas used traveling for the first rental attempt.

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 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 Jacksonville, FL regional...

office, followed up on the information Ms. [redacted] provided. She informed our office they followed proper procedures when Ms. [redacted]’s unit was sold on September 26, 2009. Ms. [redacted] has record of the amounts of $105.95 and $50 being written off Ms. [redacted]’s storage account on July 18, 2009. She also has record of calls made to Ms. [redacted] in an attempt to bring her storage account out of delinquent status before the auction was necessary.

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 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Frank Smith, our Executive Assistant for our Western Michigan Regional Office,...

followed up on the information Mr. [redacted] provided.  He informed our office both him and our President for our Western Michigan Regional Office spoke to Mr. [redacted] regarding his concerns and offered him an apology and 20% off the installation as an adjustment.  Our GM of our U-Haul Center mentioned time ran over on the installation because of the rusted bolts on Mr. [redacted]’s vehicle.  Mr. [redacted] left our Center before we could replace the bolts.  We gave Mr. [redacted] an option to go to another U-Haul location because he didn’t want to go back to the Jolly and Cedar store, however, Mr. [redacted] declined.  Mr. Smith also told Mr. [redacted] he would have a CSR from another location call him and set up a time to have the installation completed.  Mr. [redacted] relayed he wanted a full refund.  Mr. Smith is still offering a 20% discount if Mr. [redacted] would like to return to the Jolly and Cedar location and have the installation completed or he can have the hitch completely removed for 100% refund. 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 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Traffic Manager for our Knoxville regional office, followed up on the...

information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed their concerns. They were able to reach an amicable agreement on a refund.

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.

Regards,

Collin C[redacted]

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Louisiana Regional Office, reviewed the recent information [redacted] provided. [redacted] is the actual card holder and who [redacted] spoke to in regards to obtaining the information to her bank. She sent the information to our Credit Card Processing Department to contact [redacted] bank to drop the hold for $37.04 if not already.

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

February 11, 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 North Philadelphia regional...

office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and provided him with the telephone number for RepWest Insurance Company to follow up on his claim. Mr. [redacted] initiated an insurance claim for Mr. [redacted] and provided him with the report number during their phone conversation.

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 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Chicago Suburbs, reviewed the recent comments [redacted] relayed to your office. She has been in contact with [redacted] by email. [redacted] advised our office that the original check had to be voided and a new check was sent to [redacted] on August 19, 2014, check# [redacted] apologized for the delay and relayed he should receive the check 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 6, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name is on the U-Haul rental.
[redacted], our Executive Assistant for our [redacted]...

[redacted] Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she had the Promissory Note canceled and issued a refund for $51.58 that should not have been processed.  The refund was issued back to the Visa account listed on the contract and 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