U-Haul International, Inc.

November 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the information Ms. [redacted] provided.  She informed our...

office she sent Ms. [redacted] an email advising her that credits for mileage and SafeMove Protection were issued back to her Visa account.  The refunds for $23.62 and $5.00 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 AssistantU-Haul International

April 29, 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].

Victor V[redacted], our GM for our U-Haul Moving and Storage at Peters Street, followed up on the information Mr. [redacted] provided.  He informed our office he left a message for Mr. [redacted] and also sent him an email requesting a call back to personally discuss his concerns.  Mr. V[redacted] acknowledged the inconvenience Mr. [redacted] experienced and went ahead and issued a refund for 1/3 of the truck fee, or $400, as an adjustment on his rental back to his Master Card account.  The refund should post on his next credit card statement.  He confirmed the Auto-Transport was previously discounted. 

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

To whom It May Concern:

I reside in southern California. I had the worst experience with U-Haul this past weekend, Saturday 12/3/2016. I first called U-Haul on 11/28/16 to reserve a truck for a 1-way move from Cypress Ca dropping the truck off in Lake Elsinore Ca. At that time, I was quoted a flat rate price of $185.00 which was fine. I expressed to the clerk that I needed the truck for 12/3/16 and I need to pick up as early as possible because I had a 1 o’clock class that day. He then asked me how early and I said early. So he asked if 9:00 was okay and I said yes. He took my information and also my credit card information and told me that I should receive an e-mail letting me know where to pick up and drop off the truck. Well on Dec 1, 2016 I had not gotten an e-mail so I called back at 430pm to confirm my truck order for Saturday at 9:00 and the clerk who was now a female said yes I was confirmed and she gave me the address on where I was to pick up the truck which was 819 Brookhurst in the city of Anaheim. On Saturday morning at approx. 8:00 am my brother and I drove to the location to pick up the truck and was told that I couldn’t pick up the truck until 2:00pm. I then told the clerk “no there must be a mistake because my truck order was for 9:00 am”, but he said it was in the system for 2:00pm but it was available now and just call in to see if they would let me have it that morning. So I called at 8:15 am and explained to the clerk on the phone about the mix up and that they said I could take the truck now. But the clerk on the phone said no that I had to pick up the truck at 2:00. I was furious and so I had to cancel the truck order because there was no way I could use the truck at 2:00pm. So I drove to the Long Beach U-Haul to see if I could possibly get a truck or if one was available there. But the clerk informed me that all the trucks were on reserve. I explained to him what had happened and he gave me a telephone number to call Dixie who was in charge of the truck dispersal at 800-498-4285. Well I called and the clerk on the phone said after looking at my order, that even though I requested a morning appointment, U-Haul does not guarantee its appointments. I was so mad and started cursing at the clerk asking her what do you mean they don’t guarantee the appointments. She also insinuated that according to the order I spoke to Dixie the day before. Which was a lie, I never spoke to anyone on that Friday, Dec 2, 2016. First, somebody needs to play the recording back on the conversions. I ended up with no truck on that day from U-Haul and had to drive to Inglewood Ca to purchase a rental from Penske. I am really disappointed in the service I received from U-Haul. U-Haul has always been my choice of truck rental but since this incident I don’t think I will be using your service anymore and I won’t be referring anyone either.

October 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Thomas S[redacted], our Executive Assistant for our Rhode Island Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to...

Mr. [redacted] and advised him of a refund for $449.47, which includes a $250 refund for damages to his vehicle and reimbursement for the tow and wrong destination fee.  The refund should post on his next [redacted] Card 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 AssistantU-Haul International

June 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] additional comments to our office.

[redacted], our Executive Assistant for our Cleveland Regional Office, reviewed Mr. [redacted] comments and sent him the following email in response:

Dear Mr. [redacted] Do to your association with Mr. [redacted], and [redacted], U-Haul of Cleveland will continue to deny you services until the outstanding balance paid. In your past transaction the use of his email address, home address, corporate account number and phone number have placed you on our Ealert system. I have contacted our Corporate accounts office in Phoenix and was also informed that they also have several contract(s) that are outstanding. Please accept our sincere apologies, but until the outstanding balance owed is paid, we will continue to deny services. U-Haul of Cleveland

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

September 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager, followed up on the...

information Mr. [redacted] provided. He informed me he corresponded with Mr. [redacted] by email and was able to resolve his 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,

Executive Assistant

U-Haul International

September 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for our North Seattle Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he left a...

message for Ms. [redacted] on August 24th advising her he had issued a refund for the extra mileage charge in the amount of $42.85.  The refund should post on her next [redacted] 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

June 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Dave H[redacted], our Field Relief Manager for our Western Ontario Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hi [redacted] Just sending you this email once again to apologize for the issiue you had with the Auto Transsport this should have been an adventure for your family and it wasn,t . I have refunded you $1000 for all the problems your had . It will take 3-4 bussiness days to see this . Once again if you have anything further my cell is [redacted] . Once again I do apologize for what has happened.   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

March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments and sent the following email in response: Good afternoon Ilya, as per our conversation please forward any receipts for expenses you incurred during your rental to this email. If you have further questions, please feel free to contact me at 413-535-0150. Thank you. - Jessica A[redacted] EA 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 6, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1109202 Thank you for your concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office,  followed up on...

the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and discussed his concerns.  He will be sending a copy of his receipt to Ms. A[redacted] for further review. 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 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. [redacted] and Mr. [redacted], whose name is on the actual contract.

[redacted], our Executive Assistant for...

our Louisville, KY Regional Office, followed up on the information Mr. [redacted] provided. She advised our office the items left in the truck were metal bed rails and she was able to reach an amicable agreement. A refund for $100 was issued back to their [redacted] account to replace the rails. 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,

Executive Assistant

U-Haul International

December 3, 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 he contacted Mr. [redacted] and informed him that a refund for $50 was issued for his extra fuel along with an additional refund for the full rental fee of $136.20. The refunds were issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

As we value Mr. [redacted] as a customer, we also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. We hope he will allow U-Haul to redeem itself in the future.

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

January 26, 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 British Columbia Regional Office, followed up on the...

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

Good morning Mr [redacted], As I stated in my last E-mail I was waiting to hear from all parties concerned as it does take some time to receive info from others as most of us work on the road. My resoulution to this situation is that You will be getting 25% of your rental returned to your credit card and refunded your hotel stay in which I will need the original receipt with contract # , the refrence id # and your address in which we will send you a cheque for that amount. In regards to your next rental I will be sending a vip of 75.00 to your email address which will be there in a few minutes after you receive this. Sincerely [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 12, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Fredi Arriaga, our Area Field Manager for our Las Vegas West Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: 'Dear Mr. [redacted], We thank you for your business. I have waived the returning extra charges as customer service. Please let me know if you need further help Regards, Fredi Arriaga Area Manager   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

March 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]0   Thank you for your...

concern for our customer Ms. [redacted].   Kelley E[redacted], our GM for our Norristown Moving and Storage, followed up on the information Ms. [redacted] provided and sent her the follo[redacted] email in response: Hello [redacted], Thank you for taking the time to speak with me this afternoon. I have authorized a refund to your credit card of $26.75 which represents the charges you received for the furniture pads and the associated tax. I am sorry for any incovenience that this may have caused you. If you have any questions, please feel free to let me know. Kelley E[redacted] - GM Norristown Moving and Storage. 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 allo[redacted] us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

February 18, 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] Office, followed up on the...

information Mr. [redacted] provided. She informed our office a receipt will be sent to Mr. [redacted] showing a $0 balance owing on the storage unit.

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

concern for our customer Ms. [redacted].   Dominick D[redacted], our GM for our U-Haul Moving and Storage of Riverdale, followed up on the information Ms. [redacted] provided.  He informed our office he left a message for Ms. [redacted] requesting a call back to advise her the storage unit was sold at auction due to non-payment.   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 22, 2015
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...

Ms. [redacted] provided.  She informed our office a refund for $500 was issued to Ms. [redacted] as an adjustment on her rental.  She should receive the refund 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,

Executive Assistant
U-Haul International

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located in Portsmouth, VA, followed up on...

the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted] unfortunately we are unable to refund you on the fueling fee. Per your rental agreement there is a $4.50 per gallon plus a $30.00 fueling fee if the truck is returned below a1/4 of a tank of fuel. As far as any mechanical issues with the truck, that particular has rented about 20 or more times in the last 45 days with no reported issues by any other customer 
Thank you for bringing this matter to our attention and allowing us to offer a response.

 

Sincerely,

Executive Assistant

U-Haul International

April 10, 2012

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Little Rock regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he researched the charges and found no error on the credit card report. He found no double charges applied. He assured our office he will follow up with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Mr. [redacted] spoke to Ms. [redacted], but when he was requesting statements to verify double charges, the call was disconnected. He tried calling back but did not receive an answer nor was he able to leave a message. Mr. [redacted] also never heard back from her. He is willing to work with Ms. [redacted] if she can provide proof of the overcharge.

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