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 remain in disbelief over behavior and lack of acceptable customer service practices by U-Haul over the last six months.  This complaint has NEVER been about these fictitious waivers, which only goes to show that all of our many email and letter communications have been ignored.  Over 1 ½ years ago, a former on-site staff member named [redacted] volunteered a month free rent when he learned that I was going in for my first cancer surgery.  I did not ask.  That’s it. This complaint has always been about the following:  This trouble seemed to start or coincide when I went back into the hospital last Fall for a series of cancer surgeries and treatments at an out of state cancer clinic.   A dear friend, [redacted], was kind enough to make regular payments from my account on a few monthly bills for me; including U-Haul. This same individual was also monitoring my personal mail and email and noticed that U-Haul had sent info about a rate increase last Fall.   I believe she was paying the new rate for a couple months until I was strong enough for her to ask me about it.  I said OK to continue with the storage rental but please tell them to remove the upsell insurance since I already had the contents of the storage unit on my personal property insurance.  She attempted to secure the revised rate and has hit roadblocks ever since.  [redacted] even took extraordinary measures to retrieve U-Haul’s lease agreement (apparently sent tomy email by U-Haul) and mail to friends in ** so they could hand deliver to me in the hospital.  They in turn sent it back to U-Haul in [redacted] on12/23/13.  I put initials on the approvedchanges and authorized for [redacted] and one additional person to act on mybehalf until I was well enough to deal with such matters.  I made edits to the lease given the cancellation of upsell insurance and included my insurance provider.  I also dictated a short memo withmy confirmation and questions regarding the lease they sent me, including wonderingwhy my storage rental was listed in [redacted].   I have only been physically strong enough the last couple months to engage more fully in this ordeal and I feel awful that my kind-hearted friends have encountered such a terrible situation with U-Haul.  They were only trying to make regularmonthly payments from my account and never bargained on such an ordeal. In my own review of payments made, I have noticed a pattern and it appearsthat someone is holding the processing of monthly payment checks sent toU-Haul.  For example, the check written on 2/24 in the amount of $175.22 was mailed the morning of 2/25 from the [redacted] Post Office at [redacted]  I know this because I was a passenger in the car of my friend who prepared the check/envelope and dropped this envelope in the drive-up postal box along with some other mail when we were enroute to the doctor’s office.  U-Haul did not present the check for payment with [redacted] until 3/8/14, thus creating a contrived late situation.  As I lookback on records, this appears to have happened multiple times.   In mid-January, Iattempted to speak with a woman named, [redacted], at the regional headquartersfor U-Haul since multiple attempts to secure information from U-Haul FountainHills had failed.  The attached follow up letter was prepared and sent bymy friend [redacted] to this same person on 1/18/14 as [redacted] requesteddocumentation of all the U-Haul checks and debit payments made for the last sixmonths.  I remain baffled at how U-Haul doesn’t seem to know that they aresending email receipts for payments received; wouldn’t that denote that someonethere is receiving and processing regular payment checks?  Here is anexcerpt from this letter including data sent directly to [redacted] by my friend[redacted] after we looked up all the records: [redacted] for $178.06 sent on 7/24/13 and cashed byU-Haul on 7/30/[redacted]for $178.06 sent on 8/25/13 and cashed b yU-Haul on 9/4/13Phone debit card payment for $183.22 recorded on9/27/13, transaction posted 9/30/13Phone debit card payment for $183.22 recorded on10/27/13, transaction posed 10/29/13[redacted] mailed with letter regarding removal ofthe upsell insurance on 11/26/13 for $175.22.   Upon seeing a late notice in [redacted] email a weekafter sending the November payment, [redacted] attempted to reach out to the[redacted] U-Haul store twice to find out if they had the check or wereholding it.  Their representative would not reply or tell her status ofthe check so [redacted] contacted my bank after reviewing my online account for proofof payment.  The bank verified the check had not been presented forpayment.  At that time, we placed a stop payment on it and told the U-Haulrepresentative via email.  [redacted] then reissued a replacement payment forNovember and combined it with the December payment.  [redacted] for $350.44sent on 12/18/13 and combined November replacement check (as noted above) withregular December payment.  Check cashed by U-Haul on 12/26/13. Since then, the followingpayments have continued to be made on schedule as always: January rent check sent on1/24/14 in amount of $175.22.  Cashed by U-Haul on 1/29/14February rent check sent on 2/25/14in the amount of $175.22.  Cashed byU-Haul on 3/8/14 The March payment is NOT dueuntil March 26, today is the 22 so how can it be late?  Neither I or my representatives understandwhy U-Haul is even claiming they haven’t been paid or paid the correctamount.  We are all completely baffled but have made every attempt to resolve this issue but the company is just too hostile.  My friend [redacted] helped me type up this letter from my verbal comments due to my condition and is also scheduled to send the March payment on March 24 from the [redacted]   U-Haul still claiming underpayment.  Now stating they areauctioning my storage goods from what I am told.   To date, myfriend has not received a return call after sending this documentation toU-Haul.   So, I attempted to callthis same person on 3/5 and had to call back again later that day after notreceiving a return call.  I was greeted with a very hostile attitude from [redacted].  I also attempted to call the store manager,[redacted], on the same day for the very first time since this ordeal started and was treated with similar nastiness and refusal to help me understand the situation.  However the regional person, [redacted], wasdefiant stating that I had been calling the store manager many times, which issimply not true.  Again, the dishonestyis rampant at U-Haul.   The only U-Haul person I had ever attempted tospeak to previously was at their corporate customer service line inmid-November, 2013.  Her name was [redacted] and she spent 20 minutes talking about her own medical woes when I divulged that I was calling from a hospital in**.  I finally excused myself from the call as I couldn’t get her to focus on my inquiry over her own personal situation.  I am not a doctor,just an experienced cancer patient and past caregiver for terminal loved ones. In the 3/5conversation [redacted], she was now demanding cancelled checks or my completebank statements as proof.  Again, see above and my disbelief that U-Haul doesn’t even know they have been sending monthly confirmation emails of my payments.  I do not hand over my personal banking statements to strangers or vendors so I went to my online account to print off copies of cancelled checks from my statement but only saw the check number and date cashed.  I called [redacted],to find out how to get copies of cancelled checks and he said that U-Haul was cashing the checks electronically, therefore there would not be cancelled checks.  Instead, he went through the trouble to pull a transaction reportof all payments made from my account to U-Haul for the last six months. That transaction report document was sent to [redacted] at U-Haul on 3/11/14.  I only have a hard copy from [redacted],which I will now forward to the Revdex.com.  Iwill also include a copy of the U-Haul lease referenced in this letter showing that I removed their upsell insurance.  This was sent back to U-Haul in December, 2013. Prior to the last six months, I did enjoy favorable relations on my storage account with this U-Haul store for over four years and with several different managers.  I have even referred other customers to U-Haul in the past but don’t feelcompelled to do so anymore.   Even though I had planned to leave my storage items at U-Haul indefinitely, or until my end of life from cancer, I just can’t tolerate such a time consuming and contentious business relationship when my final moments of life are so precious.  Just preparing this documenttook a lot of me.  I’ve never been treated this way by anyone I dobusiness with and pay for services rendered.  At this point, all I want todo close out this relationship and ask my church or friends to help move mybelongings to a more reputable storage place.   Advance notice willbe required on my end to arrange for this volunteer help.

November 3, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   James F[redacted], our Area Field Manager for our East Sacramento Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and advised her of a refund for $150 as an adjustment on her rental due to the experience she incurred at our Hayward U-Haul location.  The refund was issued back to her Visa account 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, Maria P[redacted] Executive Assistant U-Haul International

April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he is currently...

working with Mr. [redacted] and waiting for him to file a claim in order research the situation and reach 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,[redacted]Executive AssistantU-Haul International

July 8, 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 [redacted] regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and discussed her concerns. He advised Ms. [redacted] that he was issuing her a refund for $164.19 due to the fact she was not told to drop the drive line in order to tow her vehicle.

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 13, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she left a message for Ms. [redacted] advising her that the charge for $37 has been removed and that all she will be charged is $2.   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 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at...

Florin Rd. in Sacramento, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] will be coming into our U-Haul Center for the 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

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Ontario regional office,...

followed up on the information Mr. [redacted] provided. He informed our office the charges for the extra day were reversed on Mr. [redacted]’s contract.

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 19, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Arkansas Regional...

Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted], and explained, although we do not prorate as noted on the storage agreement, he will go ahead and issue a refund for the requested amount of $69.67 in the interest of customer good faith.

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 5, 2014

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

[redacted], our President for our Los Angeles West regional office, followed up on the information Ms. [redacted] provided. He contacted Ms. [redacted] and discussed her concerns. He explained the...

Safemove Coverage is for damages resulted from an accident with the U-Haul truck. He also advised her he was forwarding her concerns to Moving Help for review and 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,

[redacted] Executive Assistant

U-Haul International

September 5, 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 Knoxville Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

[redacted], I appreciate your feedback. The picture of the fuel gauge that the location took does show the fuel at 1/2. As a good faith gesture I will issue you the credit for $20.00. Hope this helps. Regards, [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

September 15, 2014

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 Los Angeles West Regional Office, reviewed the recent comments from Mr. [redacted] and sent him the following email in response:

Mr, [redacted] Please be assured that we have forward the situation that occurred with your reservation to our computer specialist to assure that this doesn't occur again to another customer. Again please accept our apologizes, as will as a 50vip certificate for a futher rental. Please free to contact me at ###-###-#### [redacted] Executive Assitant

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 23, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northeastern Pennsylvania Regional Office, followed up on the...

information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and explained our reservation is for a certain size of equipment and a preferred pick up location.  Every attempt is make to accommodate these requests.  There are times we may need to offer an alternate pick up location, which would be the closest location and available equipment.
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 18, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Nancy Mendieta, our Executive Assistant for our Gulf Coast Texas Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office the truck in question was checked for mechanical issues as well as the steering wheel and the door and found no problems.  She mentioned the truck has been on three separate rentals since Ms. Mendieta’s rental without incident.  The truck was test driven and found to be road worthy.

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
Tell us why here...

January 20, 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 President for our New Mexico Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He asked that we relay his apology for any misunderstanding that may have taken place. As we value Mr. [redacted] and Mr. [redacted] as customers, Mr. Neill’s office 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.

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

May 29, 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 Manhattan Bronx...

regional office, followed up on the information Ms. [redacted] provided. She informed our office the late fees were waived and Ms. [redacted] was advised of the date when rent is due. We also explained she should pay a few weeks ahead in order to avoid any further late fees on her 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,

Executive Assistant

U-Haul International

May 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Oregon regional office, follow**...

up on the information Mr. [redacted] provid**. He inform** our office he sent him the following email:

Ahm**, As you know U-Haul is not responsible for customer cause breakdowns. The service history shows that this truck was fully servic** 800 miles prior your rental. The prior 9 rentals since had no complaints or issue. Ahm**, as you know we have ask in the past that you do not rent our trucks under your name or Business name. This type of move would be consider** a van line move and could be considerd a violation in the state of Oregon. As you know I will be requir** to report this to the Oregon Department of Transportation Motor Carrier Division

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 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul at [redacted], followed up on the information [redacted] provided.  He informed our office they happened to look at the...

security camera screen when [redacted] pulled onto the U-Haul lot with the rented U-Haul truck.  Instead of following the lines painted on the lot indicating to pull up to the front of the store to return equipment, he pulled into an employee parking spot next to an employee car.  This alerted them to try and get [redacted] to move the vehicle before he exited the truck.  A CSR met [redacted] before he got to his car and quickly looked over the equipment, checked the miles and fuel and asked [redacted] if he had any problems with the truck, to which [redacted] answered, no he did not.  [redacted] was in a hurry and didn’t want to wait to get a printed receipt and left shortly after.  When the U-Haul truck was pulled up to our return lane, it was then discovered the hole in the overhead of the truck.  The contract was reversed and a new return receipt was generated to reflect the damage. If the damage was caught before [redacted] left, an accurate total would have been given.[redacted] relayed that the Overtime Note for $776.72 was canceled and a refund for $24.90 was issued back to [redacted]’s Visa 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

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Austin Regional Office, followed up on...

the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and addressed their concerns. A refund for $175 was issued as an adjustment on their rental along with a refund for $75.49 for their extra expense of a hotel and tie downs. The refund was issued back to their [redacted] account 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

December 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Northwest Colorado and Wyoming Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office Ms....

[redacted]’s concerns were resolved in September.  She requested we purchase $6,000 worth of electronics she said were stored in the U-Box.  Pictures were taken of the contents of the U-Box and no electronics were seen.  Mr. [redacted] mentioned that only a futon, a couple of cardboard boxes and a plastic tub were stored.  Mr. [redacted]’s office contacted Ms. [redacted] at that time and issued her a refund for all her storage fees, $250 for the inconvenience and free deliver of her items.  No further refund will be issued.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

May 7, 2014

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 Northern Wisconsin and...

the UP regional office, followed up on the information Mr. [redacted] provided. He informed our office he had previously issued a refund for $50 on April 28th to Mr. [redacted] and talked to him again yesterday, May 6th. Mr. [redacted] discussed Mr. [redacted]’s concerns and offered his apology for the inconvenience he experienced as well as advised him that he had issued him a VIP Certificate for $50 that 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