U-Haul International, Inc.

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Sandra Gardner, our President for our Rhode Island regional office, reviewed the recent information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining she confirmed the $50 refund was issued on May 23rd back to his [redacted] account but that it can take 5 business days to post on his credit card account. Ms. [redacted] also left her telephone number in case Mr. [redacted] had other concerns or wished to speak to her.

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 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our Manhattan Bronx Regional Office, followed up on the information Ms....

[redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced at our U-Haul location. Ms. [redacted] relayed she had filed a claim for damages and thanked Ms. [redacted] for the follow up call.

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 13, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Scott L[redacted], our GM for our U-Haul of Neptune Beach, followed up on the information Mr. [redacted] provided.  He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced.  He explained he did not take protection coverage and chose to be self-insured when he rented U-Haul equipment.  If Mr. [redacted] wishes to pursue his claim, he will need to contact [redacted] Insurance Company.  They can be reached at [redacted].  A phone report will be taken and then an adjuster will contact him back to address his claim.   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

April 3, 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 Baltimore Regional Office, followed up on the information Mr. [redacted]...

provided. He informed our office he investigated the situation Mr. [redacted] incurred. He found Mr. [redacted] reported the location of his breakdown to be on the ramp getting onto Rt. 29 North at Exit 18 (Broken Land Pkwy). Our service provider, [redacted], was given this information and gave a 90 minute ETA. Upon arrival at the listed location, [redacted] relayed that Mr. [redacted] was not there. They attempted to call Mr. [redacted]. Mr. [redacted] returned their call approximately an hour later and advised [redacted] he was at Rt. 29 North at Exit 20. [redacted] arrived shortly after that and towed the U-Haul truck. Mr. [redacted] concluded that the call was handled in a timely matter. The delay appears to be because the truck was not located where the recorded breakdown call stated it would be. Mr. [redacted] contacted Mr. [redacted] and advised him a refund would not be issued.

As we value Mr. [redacted] as a customer, Mr. [redacted] sent him a $30 VIP Certificate on March 21st 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,

Executive Assistant

U-Haul International

April 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our NW Ohio Regional Office, reviewed Mr. [redacted] recent comments and sent him another email in response:

Dear [redacted] Again, please let me apologize for the inconvenience this may have caused, but as I stated before it is the customers responsibility to secure their belongings. If the couch had been stored securely inside a storage unit this would not be an issue, leaving the couch sitting in the hallway was negligence on the part of the customer. I have spoken to the GM at this location and she was not aware that the couch belonged to you. She did state that she had left it sit were it was for a period of time hoping that someone would come in and secure it, when that didn’t happen she had no choice but to put it in the re-use center or as she called it the "Shared area." Our responsibility comes in to ensure that other customers are not inconvenienced and leaving a couch sitting in the middle of the hallway was an inconvenience not only to other customers but to the employees who had to navigate around it. It is my understanding that the agreement for the freezer that was made with the prior GM was that you had a week to have it removed, again, no mention of any deal to leave a couch sitting in the hallway. Notes in your contract from 11/5 state that you were coming in on 11/8 to remove the freezer, still no mention of a couch. On 11/11 notes state that you were contacted again and told that the freezer would be unplugged and put into the shared area. Current GM then offered to deliver freezer to your new address and still no mention of couch. According to the GM there was no mention of a couch until 11/19 when you had come in to rent a truck. I am unclear as to your claim of discrimination or how you were taken advantage of. If this was your perception then please let me apologize for whoever made you feel this way. Sincerely, [redacted] U-Haul Co. of N.W. Ohio ###-###-#### 

 

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

November 30, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Willie S[redacted], our GM for our U-Haul of North Miami Beach, reviewed Ms. [redacted]’ recent comments.  He advised our office since Ms. [redacted]’ balance for her rental is on a Promissory Note, he had one day credited from the balance along with the $30 Service Fee to set up the account removed.   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

September 7, 2016   Revdex.com...

ID#: 11638072 U-Haul Ref#: 1189175   Thank you for your concern for our customers Mr. and Mrs. [redacted].   Jerry L[redacted], our President for our Gulf Coast Texas Regional Office, followed up on the information Mrs. [redacted] provided.  He informed our office refunds totaling $223.99 were issued back to their Visa account.  The fees were charged because the truck was dropped off at the wrong location.  The refunds should post on their next credit card statement 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

May 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Detroit regional office, followed up on...

the informaiton Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and sent him the following email as well:

[redacted] per our conversation I refunded the balance of the transaction $129.08 back to the CC used on the rental. We will look into adding additional wording in our scheduling asking customers to contact us if they cannot make their scheduled appointment times. During the busy months many customers need our services and if a customer is more than an hour late for the pick up the equipment is used by another person in need. A courtesy call to you also would have been nice.

 

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 21, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Richard Ferreira, our President for our Fresno Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and addressed her concerns. He also agreed to issue her a refund for $100 as well as 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.  She should receive the refund check in the next 10 business days 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

August 5, 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 [redacted] Regional Office, reviewed the recent comments [redacted] relayed. He informed our office he spoke to [redacted] on or about July 30th and addressed his concerns. [redacted] stated he would like to discuss the situation with his Company President and would call him back with a resolution. He has since left two messages requesting a call back but has not received a return call. [redacted] went ahead and issued a refund for $50 in the interest of customer good faith in the hopes to keep [redacted] as a U-Haul customer. The refund was issued back to his [redacted] account and 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

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.Obviously, U-haul's insurance company has not resolved the issue, or I wouldn't be contacting Revdex.com. I was promised folow-ups by U-haul's management, which never occurred, which is another reason why I have contacted Revdex.com.After failing to provide [redacted] with substantiation for charges to my account, U-haul has turned this over to some collection agency that will not return my phone call regarding their claim.U-haul's customer service is outrageously bad and I feel that I have given them every possible opportunity to do the right thing regarding this near-fatal accident that was caused by their negligence in re-installing a trailer tire; something that they are now trying to deny.They wanted every possible piece of information from me, ASAP, under the guise of trying to assist with my claim. They then stalled for time, and refused any cooperation whatsoever.Aside from my claim, I feel that the safety of others is at risk when companies such as U-haul are allowed to act in such a negligent way.?

Regards,

August 22, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers Mr. and Mrs. [redacted].   Michael W[redacted], our President for our Missouri Northeast Regional Office, followed up on the information Mrs. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] and discussed their concerns.  He explained they were able to reach an amicable resolution and issued a refund for $250 back to their [redacted] 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, Maria P[redacted] Executive Assistant U-Haul International

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our L[redacted] Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted]...

was given an opportunity to obtain his personal paperwork before the auction but he did not know where in the unit it was. Ms. [redacted] did hear back from the auctioneer who was in touch with the person that bought the unit in question and relayed they did have items for Mr. [redacted]. Ms. [redacted] will be in contact with Mr. [redacted] when these items are brought back to U-Haul and when he can come to retrieve them.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

December 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].John W[redacted], our GM for our U-Haul Moving and Storage of Alcoa, reviewed Mr. [redacted]’s recent comments to your office.  He informed our office records indicate the refund for $50 was indeed issued back to Mr. [redacted]’s Master Card ending in 3316 on November 7th.  Please be advised a credit card company has 30 days to post a credit to an account.  Mr. [redacted] should contact his credit card company to verify the credit.  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

July 28, 2015Revdex.com # [redacted]U-Haul Ref# [redacted]Thank you for your continued concern for our customers [redacted] and [redacted].[redacted] the Field Relief Manager reviewed these concerns with [redacted] the President in our Fremont, CA Regional Office and offered this response.     The customer was not charged for the damages without making sure they were responsible. The customer signed the uhaul contract knowing full well they did not take the insurance and that they are responsible for damages to our equipment - regardless of fault. I am the first one to give the customer the benefit of the doubt , and more than willing to reverse charges when justified. However the customer damaged out equipment , did after hours drop, and is responsible for the damagesThank you again for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International

April 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern [redacted] regional office, followed up on the information Ms....

[redacted] provided. He informed our office he reached out to Ms. [redacted] but has not received a return call. He issued a refund for the fuel dispute but would like to speak to her to discuss the damaged mirror and hopes to hear back 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,

Executive Assistant

U-Haul International

June 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central...

Alabama Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] admitted that the truck was not cleaned when it was returned in addition to not folding the furniture pads, therefore, a refund for the cleaning fee is not refundable.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for b[redacted]ing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

June 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments. In the interest of customer good faith, Mr. [redacted] relayed a refund for $25.63 was issued back to the [redacted] account listed on the rental agreement. 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,

Executive Assistant

U-Haul International

July 9, 2015

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 our GM of our U-Haul Moving and Storage of Downtown San Francisco will be contacting Ms. [redacted] on a new estimated delivery date and Ms. [redacted] will determine a fair reimbursement.

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.

Hello,

 

I am writing to request that my claim (#[redacted]) be reopened.  My complaint is against U-Haul, Inc. and has not yet been resolved.

 

I submitted my claim to Revdex.com on February 27th.  On March 3rd, I received a call from [redacted] with U-Haul traffic services.  She called to give me information about the insurance company that would be handling this request and an insurance claim number.  She said an adjuster would contact me.  On March 4th, I received an email from [redacted] who is the assigned file handler with [redacted] Insurance Company which files claims on behalf of U-Haul.  [redacted] requested the following documentation to be sent in to process the claim:

·        Name, address and signed statement of facts by witness(es)

·        Two (2) Estimates of damages clearly itemizing repairs and costs

·        Copy of vehicle registration or title

·        Color photographs which clearly depict and confirm your damages

·        Legible copy of the U-Haul rental receipt/contract

 

All of these items were sent in to [redacted] at [redacted] on March 9th.  On March 14th I received a message from [redacted].  I called back and had to leave a message.  On March 17th, I spoke with [redacted] about my request.  [redacted] stated he would submit the request for the refund we are seeking in the amount of $889.95 (my figures show $890.05, a difference of $.10 that is not really an issue at this point, just want to state the facts) and we would have to wait and see what would be approved.  Our request also included the rental agreement fee of $762.57 for a total request of $1652.62 (this has changed slightly from the amount on my Revdex.com complaint due to the 2nd estimate that was given for the repairs was lower than the first).  [redacted] informed us that [redacted] is not able to do anything about this refund since it was an agreement with U-Haul and directed us to speak with [redacted] with U-Haul again.  I spoke with [redacted] and she directed me to speak with [redacted] in San Jose again.  I have already talked to all of these people on more than one occasion since this nightmare began.  Nobody seems to be able to solve this issue and continues referring it on to the next guy.  I am ready for this to be resolved as soon a possible.  This has gone on for far too long.

 

Thanks,