U-Haul International, Inc.

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Credit Card Processing Department explained U-Haul matches settlement totals with our processing company every day to make sure charges and credits are balanced to what they should be. A total from a mainframe report is matched to a total provided by our processing company. On the day in question, the totals matched. There was no out of balance, which tells us all transactions settled, including Mr. [redacted]’s refund.

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 28, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she has left three separate messages for Ms. [redacted] requesting a call back in order to reach an amicable agreement.  She hopes to hear back soon 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

March 13, 2014

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for forwarding [redacted]’s concerns in regards to our customer, [redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. Per...

[redacted]’s request, she is no longer dealing with anyone at our [redacted] location. Several U-Haul employees have spoken to [redacted], including [redacted], our Executive Assistant for our [redacted] A complete breakdown of the storage account showing waivers [redacted] was given and a free month of storage totaling $475 was sent to [redacted].**. [redacted] has received rude letters and emails from [redacted] and her friends regarding the storage account. [redacted] promised to provide proof of payments but has not. She is also currently late for her March 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, [redacted] Executive Assistant U-Haul International

August 9, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers Mr. and Mrs. [redacted].   Jorge White, our President for our Boston Regional Office followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] and offered his apology and advised her of a refund for the storage fee in the amount of $106.14 back to their Visa account.  The refund should post on their next credit card statement.  Mr. White asked Mrs. [redacted] to save his number in the event they needed anything from U-Haul in the future, he would be happy to help 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, Maria P[redacted] Executive Assistant U-Haul International

December 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] additional comments to our office.  Again, please be advised the name on the U-Haul contract is listed as [redacted].Ramon M[redacted], our President for our Southern Massachusetts and Cape Cod, reviewed Ms. [redacted] recent comments.  He explained that both our Field Manager and GM of our U-Haul Center have addressed Ms. [redacted] concerns by phone and in person.  Ms. [redacted] authorized her credit card to be used for the rental.  Since the equipment was not returned as contracted, the credit card on file was used to pay the balance of the rental.  If another form of payment can be provided, we would be happy to refund Ms. [redacted] card as soon as collection for the rental is paid by an alternate method.  Until this can be done, Mr. M[redacted] considers the matter closed.  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

December 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] from Moving Help followed up on the information Mr. [redacted] provided and sent him the...

following email in response:

Dear [redacted], Thank you for contacting Moving Help; customer support. We received a Revdex.com complaint that you sent in to U-Haul. We show that you had placed a total of 2 order request with Moving Help, [redacted] We show that you had scheduled hands on loading; unloading service in Alexandria, VA and Carter Moving and Delivery in Houston, TX. We show that you cancelled hand on loading; unloading service due to you not being able to get a hold of them. At that point we refunded you a total of $227.00. You called Moving Help again and rescheduled with a different moving helper, Ortiz Movers. Again, you were not able to get a hold of that moving helper so you cancelled and we refunded a total of $211.45. Both service requests have been cancelled and your funds were sent to your credit card institution. Moving Helpers do not work for [redacted], they are self-employed individuals who advertise their services on our site. Moving Helpers are responsible for their customer satisfaction and level of service. We are not able to guarantee their service due to them managing their own business and schedules. If you are seeking compensation for your time, you would have to pursue the moving helper directly. Below I have provided you with the moving helpers' information: Hands on loading; unloading service [redacted] Silver Spring, MD 20910 [redacted]dc@[redacted] ###-###-#### Ortiz Movers Jocelyn Ortiz 7316 Lee Highway T1 Falls Church, VA 22046 [redacted] ###-###-#### ###-###-#### ###-###-#### Thank you, [redacted] Moving Help; Customer Support Team

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 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Oceanside Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed their decision in the matter remains the same. The amount of time for the hold to drop is at the discretion of Mr. [redacted]’s bank. We collected only the amount of the rental, therefore, a refund will not be issued.

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 29, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia 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 35% as an adjustment on his rental.

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 22, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

I apologize for my error is stating the U-Haul location in question is an independent businessman when in fact it is a U-Haul owned location. [redacted], our Executive Assistant for our Illinois Regional Office, sent the following email to Ms. [redacted]:

Good monring [redacted], I have spoken with my Marketing Co President [redacted], he stated because [redacted] was doing this as a side business and not on the clock at U-Haul, it is 100% his financial responsibility. U-Haul does not move customers , all movers are outside entity. I do apologize but it is his responsibility. Thank you [redacted]

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 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. She informed our office she...

spoke to [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee in addition to a $75 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.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 27, 2016
 
Revdex.com ID#: [redacted]
U-Haul Reference id: [redacted]
 
Thank you for your concern for our customer Mr. [redacted].
 
Trey B[redacted], Marketing Company President, spoke with all employees involved in Mr. [redacted]’s’ rental process as well other employee’s that witnessed his transaction. Mr. B[redacted] also looked at equipment that Mr. [redacted] rented to verify the condition presented. He assured Mr. [redacted] he has spoken to his staff so any service issues will not occur again.
 
Mr. B[redacted] has apologized and offered VIP certificates so the next time he rents or needs U-Haul products it would be discounted. Mr. [redacted] declined the offer. We care about our customer’s experience, and have tried to come to an amicable resolution. Mr. [redacted] did benefit from the use of our equipment, and based on thorough research of the issues a full refund for services is not warranted.
 
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

November 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], Senior Staff for our Ohio Regional Office, reviewed Ms. [redacted]’s recent comments.  She explained Ms. [redacted]’s call to the dealer that she returned her equipment to was not recorded.  However, there was a recording from Ms. [redacted] calling a U-Haul Center and inquiring if she could drop off a truck that was picked up elswhere.  Our agent advised her if it was an in-town rental she needed to take the equipment back to our dispatch location.  Ms. [redacted] confirmed her rental was an in-town rental. Our agent advised her she would be subject to a wrong destination fee.  Ms. [redacted] informed our office the charges will stand.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

May 12, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Don T[redacted], our President for our San Francisco Regional Office, reviewed Mr. [redacted]’s recent comments.  He assured our office they have done everything to accommodate Mr. [redacted] without going against the law and the company.  The charges on the contract are correct and will not be adjusted.   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 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 1[redacted]Thank you for your concern for our customer Ms. [redacted]Steven D[redacted], our Field Manager for our West Houston Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to...

Ms. [redacted] and advised her he had processed a refund for $20 back to her Master Card account.  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,Maria P[redacted]U-Haul International

December 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers [redacted] and [redacted] whose name is on the rental agreement.Pam A[redacted] our Executive Assistant for our Southern Louisiana Regional Office,...

reviewed Mr. [redacted] recent information he provided.  She advised our office she left a message for Mr. [redacted] explaining the original refund for $1,000 on October 30th did not transmit and for the inconvenience we caused, she included an additional $200.  She issued a refund for $1,200 today, which should post on his 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 AssistantU-Haul International

July 18, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Stacy D[redacted], our Executive Assistant for our Richmond Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience she experienced.  She relayed our storage staff moved Ms. [redacted] out of her unit and stated the balance on the unit would not affect her or her credit.     As we value Ms. [redacted] as a customer, Ms. D[redacted] also sent her a $25 VIP Certificate that 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.   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 25, 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 Southern Georgia Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She also sent her the following email as a follow up to their conversation:

Hello again Ms. [redacted]: As promised during our phone conversation of today, I contacted our Credit Department and they deducted the $ 44.51 from your Promissary Note of $ 102.42, leaving a balance due of $ 57.91 which you promised to pay tomorrow, Friday, June 26th. You may pay this amount due either in person at the Box Road Moving Center, where you rented the truck, or you can pay over the phone with our Credit Department, using your debit or credit card. Their phone number is ###-###-####. Any one of our agents that answer the phone will be happy to assist you. For faster service, please have your contract number handy when you give them a call. We appreciate your business and look forward to serving you again soon! Warm regards, [redacted], Executive Assistant U-Haul Company of Southern Georgia ###-###-####

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 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our Eastern New York Regional Office, followed up on the information Ms. [redacted] provided.  He informed our...

office, as a courtesy, he issued a refund for $244 back to Ms. [redacted]’s Master Card account.  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,[redacted]Executive AssistantU-Haul International

February 26, 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 Western New York regional office, reviewed the information Mr. [redacted] recently provided. She left him a message explaining he does have access to his unit as long as it is supervised. She has advised him many times before that he has access to the RV as long as he is with a U-Haul representative and was in fact escorted by our GM before. This is to prevent further damage being done or additional claims being made. His key code was disabled to avoid Mr. [redacted] from entering on his own. Ms. [redacted] left her office number in case Mr. [redacted] 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

October 14, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Dartmouth, followed up on the information Mr. [redacted] provided.  She informed our office she issued...

him a $50 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.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