U-Haul International, Inc.

May 5, 2016   Revdex.com ID#: [redacted]   Thank you for your concern for our customer Mr....

[redacted].   Ramon M[redacted], our President for our Southern Massachusetts and Cape Cod Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and addressed his concerns.  Mr. M[redacted] relayed there was miscommunication with the rate for the truck Mr. [redacted] rented and issued a refund for $73.63 as an adjustment on his rental.  The refund should post on his next Master 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 Assistant U-Haul International

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

[redacted] and addressed her concerns. She offered her apology to Ms. [redacted] and advised her of a refund for $332.85 that was charged to her friends credit card. The refund should post on her friends 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

[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 11738792, 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,

February 25, 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 Western Massachusetts and...

Vermont regional office, followed up on the information Ms. [redacted] provided. She advised our office she left a message for Ms. [redacted] requesting a call back call to personally address her concerns but has not received a return call. Please be advised when we call for authorization on a credit card but do not send the charge in, the hold on the card will automatically drop within 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

March 13, 2016 Revdex.com ID#: [redacted]

justify;">U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Matt Dougherty, our Gm for our U-Haul Moving and Storage of Springfield, followed up on the information Mr. [redacted] provided.  He informed our office he contacted Mr. [redacted] and requested the receipts for the tow bill and expenses incurred be sent 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

November 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. She informed our office she spoke to Ms. [redacted] and advised her she had a balance on the truck rental and storage in the amount of $3,228.53 and that once the balance is paid she could have access to her items in her storage unit. Although Ms. [redacted] claimed to have told our representative in Greensboro, NC that she had a job interview and not a family emergency and that she would have the U-Haul equipment back on September 5th in Greensboro, the equipment was still in New York on that day. Ms. [redacted] relayed she was in the process of getting an attorney and would go through the court to obtain her items and is refusing to pay the balance due.

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 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Jacksonville regional office, reviewed the information Ms. [redacted] provided. He made two separate attempts to reach Ms. [redacted] by phone but received a message both times that the caller could not be reached. Mr. [redacted] relayed that although the auction of her goods in the storage unit was unfortunate, the sale was done legally. He also mentioned that she was in fact given a free month along with the write-off that was previously relayed. Rent was due again just 3 days after the write-off, and then the cycle began again. Ms. [redacted] did not return many calls or hold up to her promise to pay the time she did call back. Please be assured we make every effort to prevent having to auction a customers belongings. However, when our only recourse is an auction, all action is done legally.

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 18, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. M[redacted].   Ray P[redacted], our Area Field Manager for our Southwestern Wisconsin and Rockford Regional Office, followed up on the information Ms. M[redacted] provided.  He informed our office a message was left for Ms. M[redacted]z advising her of a refund for $406.70 back to her Visa 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

June 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana regional office, followed up on the...

information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and addressed her concerns. He apologized for not meeting her expectations and advised her of a refund for her movers overtime, the items she left behind and a refund for $100 on the truck rental as an adjustment. The refund for $400 should post on her next Visa 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

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Colorado...

and Wyoming Regional Office, followed up on the information [redacted] provided and advised our office [redacted] was contacted and informed of a refund for the $50 Reservation Guarantee Fee. The refund was issued back to [redacted]’s Master Card account and 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,

Executive Assistant

U-Haul International

I just spoke to someone from the Revdex.com and they state they will contact Ms O[redacted] on an offer that was mentioned September 19th which was the last call I received from U-haul. I brought up a point that in the contract nothing is noted about a refund if the equipment is returned early. After I mentioned my point the gentlemen men offered a $100 credit to use as U haul credits I took it as a vibe to just shut up and take it. I did declined offer but now I am sick of this back and forth and getting nowhere causeing more stress I will take the $100 credit. Still loseing the amount I am really still owed but will take the $100. Once this is done I will have the Revdex.com close this file.

February 28, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Mr. [redacted]   Mike P[redacted] our Area Field Manager for our South [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hello my name is Mike I did give you a call. I did leave a message what I did was I gave you a credit of $114 back to card used at rental. You will see that in 3-5 business days. Thanks Mike. 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

February 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Peter R[redacted], our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted]’s recent comments.  Our records indicate the check for $100 is dated January 26th and was mailed from our Phoenix office on January 27th.  Mr. [redacted] should receive the check within the next 10 business days 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, Maria P[redacted] Executive Assistant U-Haul International

September 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

information Ms. [redacted] provided. A copy of the recorded call was sent to Ms. [redacted] as she requested. Mr. [redacted] relayed there was no discussion or conversation about the items she was moving. Ms. [redacted] reserved a 10-foot truck after agreeing a 10-foot would work for her. In regards to storage, Ms. [redacted] had a reservation for a 5x10x10 unit at our U-Haul Moving and Storage of New Center in Detroit for one month free. Notes indicate she cancelled the storage reservation and went to a different location. Mr. [redacted] concluded a refund or adjustment was not warranted.

As we value Ms. [redacted] as a customer, we sent her a $30 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,

Executive Assistant

U-Haul International

July 17, 2015

 

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Western Georgia Regional Office,...

followed up on the information Mr. [redacted] provided. He informed our office our GM for our U-Haul Moving and Storage of Conyers, [redacted], left several messages for Mr. [redacted]. He found no calls into our Emergency Road Assistance line from Mr. or Mrs. [redacted] and the U-Haul equipment was returned within the allowed number of days and miles. A refund for $100 was issued to them by check for any inconvenience they experienced during their move.

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

Sincerely,

Executive Assistant

U-Haul International

January 20, 2015

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our President for our S[redacted], followed up on the information Mr....

[redacted] provided. He informed our office he worked with our GM of our U-Haul Center involved and immediate action was taken to refund Mr. [redacted] in cash for our error. Mr. Harless also assured our office that steps have been put in place to prevent the situation from happening again.

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 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern New York regional...

office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee. She also explained our GM will be in contact with Ms. [redacted] to reschedule the installation for May 31st. Ms. [redacted] is aware of the telephone number for the regional office in case she has other 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

July 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. He left a message for Ms. [redacted] offering...

his apology for each issue she experienced on the phone and with getting storage and dropping off the rental truck. He requested a return call to personally address her concerns and would like to offer her 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. He 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,[redacted]Executive AssistantU-Haul International

[redacted]  [redacted]

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,

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.  I would also like to note that I received a survey regarding U-Box today.  This survey makes me believe that UHaul is truly trying to improve the operations of the U-Box program.  I hope this is the case.Sincerely,[redacted]