U-Haul International, Inc.

September 15, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].
Cecilia O[redacted], our Executive Assistant for our Los Angeles West Regional Office, followed up on the information Ms. [redacted] provided. She informed our...

office Ms. [redacted] originally made a reservation to pick up a 9-foot van from a location called Tires R Us Inc., which is a certified U-Haul dealer but who recently decided to temporarily not rent U-Haul equipment due to a medical issue. This location had been temporarily closed for a month and a half, however, still shows as an active location. Ms. O[redacted] relayed when a reservation is made online, before a customer agrees on the preferred pick up location,a notice appears before the “continue” button that states “Preferred pick up location only. A U-Haul representative will need to contact you to schedule the most convenient location with the available equipment.” Due to the dealer in question being closed the days Ms. [redacted] needed to make her move, we placed her reservation at the closest location, approximately 5 miles from the original location. A Reservation Manager called the following day and left a message for Ms. [redacted] providing her with the new pick up location. When Ms. [redacted] called the following day, she expressed her dissatisfaction with the alternate pick up location and claimed to have a confirmed reservation. Ms. O[redacted] stated they requested Ms. [redacted] email the receipt for confirmation but instead of sending it to [email protected], Ms. [redacted] sent it to [email protected]. When Ms. [redacted] called to verify the correct email address, she was offered other options, such as free miles to travel to Inglewood or Santa Monica or a free upgrade to a 10-foot truck with miles to travel. Ms. [redacted] still insisted on picking up at Tires R Us. Because they were unable to reach an agreement, Ms. [redacted] was told the reservation would still stand for the 9-foot cargo van plus free miles for Inglewood pick up. Ms. [redacted] then decided on the alternative of a free upgrade to the 10-foot truck and free miles at 7223 S.Main St. in Los Angeles, approximately 2 miles away from her preferred pick up location. After coming to this agreement, our Route Manager sent her an email reflecting the confirmation. Ms. O[redacted] stated they try to make the moving process easier for their customers and asked that her apology be relayed to Ms. [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,Maria P[redacted]Executive Assistant, U-Haul International

June 10, 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 Eastern Massachusetts regional office, reviewed the recent information Mr. [redacted] provided. She relayed that our CSR that dispatched the truck to Mr. [redacted] recalled helping him very well and that he was friendly and conversational. Our CSR has worked for U-Haul for some time and Ms. [redacted] said she definitely explained to Mr. [redacted] what the Safemove Protection choices covered and what it did not. There is also a large sticker on the dashboard that indicates the limitation height clearance for the truck. Our GM of our U-Haul Center has had conversations with Mr. [redacted] since the incident and he was made aware the damages are his responsibility. At this point the damage claim needs to be processed and should not be misconstrued as harassing him for his cooperation. Ms. [redacted] went on to explain that although this is an unfortunate incident, only Mr. [redacted] can provide us the details of what caused the damage that occurred while the truck was in his possession.

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 Mrs. [redacted], our President for our [redacted] Regional Office, followed up on the information Mrs. [redacted]...

provided and sent her the following email in response:
Mrs. [redacted], My name is [redacted] I am the Marketing Company President for [redacted] U-Haul. I would like to first off apologize you had this experience. As far as the size of the truck goes I see in your Revdex.com claim that the truck was not the appropriate size for what you specified you needed. I apologize for that we recommend the 3-4 bedroom moves for our 24ft and 26ft trucks. There are a magnitude of factors that play into this. Size of furniture, how the truck is packed, how much stuff you have in the 3-4 bedrooms. I don't exactly know your situation but I do apologize that the equipment did not hold what you expected. For that reason I will refund you the $25.20. When you rent the truck you have to put the fuel back in it for what you used. If you didn't put fuel in the truck then the trucks would exentually become empty. We do not have runners that go and refuel our trucks. If we did we would in turn have to raise our rates a little to accomidate for that expense. For this reason I am not willing to pay for the fuel for your entire move. I will instead refund you $29 of the $58 fuel fee you requested. I feel you would have used half the fuel charged for one of the two trips you made. I will take care of the second trip as you had to use extra miles. The $30 service fee is what is costs the company to send someone to have to put fuel back into the truck. I will refund this $30 fee due to you not knowing about it. So I will be crediting $84.20 back to your card right now. I as well will be emailing you a $25 VIP that you can use for boxes, propane, your next rental or any other services U-Haul provides. Again I apologize for the inconvience. [redacted] Marketing Company President [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

January 7, 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 North Shore Chicago Regional Office, asked that we relay her apology for the delay in issuing the refund as promised. She assured our office the refund was issued today and will post on Mr. [redacted]’s 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

September 23, 2016  

size="3">Revdex.com ID#: [redacted] U-**ul Ref#: [redacted]   T**nk you for your concern for our customer Mr. **.   Michelle B[redacted], our President for our Vancouver and Vancouver Island Regional office, followed up on the information Mr. ** provided.  She informed our office, after reviewing the picture of the damage caused to the U-**ul Cargo Van, she concluded there would **ve been no way the damage would **ve been missed when a walk around was done before Mr. ** left the lot and t**t a refund will not be issued.   Our customers are very important to us and we regret to hear of situations t**t cause problems for them. T**nk you for bringing this matter to our attention and allowing us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-**ul International

March 27, 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 relayed to...

our office that Ms. [redacted] came into our [redacted] U-Haul location on March 13, 2015 without a reservation and requested a 26-foot truck for her move. In order to fill her request, she was advised that the truck would need to be returned for a another families move that had a previous reservation for 7:00 am the next morning. Ms. [redacted] singed the contract agreeing to these terms. The next morning when the truck had not been returned, our Traffic Department contacted Ms. [redacted] to see when she would be returning the truck. She was told our next customer was being inconvenienced by not having the reserved truck for their move. We apologize if this came across as rude or threatening. We were merely trying to stress the only reason she was allowed to rent the truck the day before was because she agreed to have it back in time for another family that had made a reservation and was depending on us to provide them with a truck to make their move. Our records indicate Ms. [redacted] did call our Emergency Road Assistance line to report the truck was slow to start but had no issues while driving the truck. We show no further calls from the next three rentals reporting any issues with the same truck. When we made contact with the alternate contact listed on the rental agreement, we were told they were keeping the truck all day. We then relayed they would be charged an additional rental period. During that same conversation, we learned that Ms. [redacted] had actually rented the truck for a friend and she was not with the truck. Ms. [redacted] stated that all charges are valid and we followed policy when trying to get our truck returned for a reservation that was made by another family.Again, I do apologize for any experience that came across as rude. 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 23, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers Mr. and Mrs. [redacted].   Jerome T[redacted], our GM for our U-Haul at I-95 and State Rd. 84, followed up on the information Mrs. [redacted] provided.  He informed our office he spoke to Mrs. [redacted] and explained she needs to forward a police report for identity theft for further review and removal from E-Alert.   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 26, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], manager of our U-Box Department, followed up on the information Mr. [redacted] provided....

 He informed our office he contacted Mr. [redacted] and discussed his concerns.  They were able to reach an amicable resolution.  A refund for $200 was issued back to Mr. [redacted]’s American Express 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,

Executive Assistant
U-Haul International

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding [redacted] concerns to our office.

[redacted], our Field Manager for our Southern...

Washington regional office, followed up on the information [redacted] provided. She advised our office that on the morning of January 31, 2014 she received a call from [redacted] stating his credit card was being used on a storage account and requested a refund. [redacted] relayed that his name was not on the contract and she could not provide him with any information on the account. She requested the person on the storage account, [redacted], call her. [redacted] stated he would not do this, he would take other measures and disconnected the call.

[redacted] added that currently [redacted] is delinquent on her storage account and has a balance of $599.60 owed. The credit card on file is being declined and an auction notification letter was sent. An auction of the storage unit is set for June. [redacted] should contact [redacted] in regards to her storage account and to address the credit card issue. She can be reached toll free at ###-###-#### or direct at ###-###-####.

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 customer Mr. [redacted].

[redacted], our Traffic Manager for our South Bay Regional Office located in Fremont, CA, followed up on the...

information Mr. [redacted] provided. She informed our office the U-Boxes were picked up yesterday and Mr. [redacted] was contacted yesterday as well and advised of the same.

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

The representative assured me I would receive a letter in writing describing that I would not be liable for this. To date this has not occurred. Additionally, this has happened twice. A phone company reissuing a number is not a valid excuse. You know it happens, fix your system to prevent the issue. Saying its someone else's fault and letting the issue continue is an irresponsible business practice.

July 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 [redacted] and SW Suburbs Regional Office, followed up on the...

information Mr. [redacted] provided.  She informed our office she  spoke to Mr. [redacted] and he was unable to speak at the time.  She will offer to have our GM contact Mr. [redacted] regarding a discount on hitch labor and have a new hitch installed.
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 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our custome[redacted].

[redacted] our Executive Assistant for our Western New York Regional Office, reviewed the recent comments from [redacted] and sent her the following email in response:

Good morning [redacted], I am writing in regards to your recent letter to the Revdex.com. I have rediscussed your situation with our Marketing Company President and our resolution still stands. I do apologize for all the issues and inconveniences associated with this rental. On 8/4/2014 you called and spoke with a Customer Service Representative requesting that more than just the $50.00 Reservation Guarantee be provided, you were requesting that some of the moving help cost be covered by us as well. On 8/6/2014 you advised Area Field Manager [redacted] that you wanted $50.00 plus $210.00 for movers. On 8/25/2014 I left a message advising I would honor that request and when I did not hear back from you I processed that refund on 8/26/2014 and sent you and email in regards to it. Your original request from 8/4/2014 was honored. In regards to the issue with the length of time it took to get a receipt, I do apologize. As I did advise the dispatching location did make an accident and put the wrong truck on the contract however the receiving location could still have closed this out and provided you a receipt. I am not "passing the blame"on Queensbury as you indicate in you letter I am simply stating the dispatching dealer is not at 100% fault for them being unable to close out the contract and provide you a receipt. You were not overcharged for this and ultimately you did get a receipt, I am sorry for the length time it did take for you to receive that receipt. Ultimately you were able to complete your move and we did provide a refund for the issues caused. We are considering this resolved on our end. I am sorry about the leak in your storage unit, as I have no authorization in that area of New York I cannot open an insurance claim nor resolve that issue for you. However, I can put you in contact with the office that can if you need assistance with that. Once again I am sorry for the issues associated with this rental. Please let me know if you need to be put in contact with a representative in U-Haul of Eastern New York. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [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

June 19, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $192.60 was issued back to Mr. [redacted]’s Visa account on May 5, 2015....

The refund should have already posted to his credit card.

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 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information...

[redacted] provided. He informed our office he sent [redacted] an email offering his apology for the inconvenience he experienced and explained he did sign a contract agreeing to return the trailer he rented to the same location he rented from. Because [redacted] took the trailer one-way, he is responsible for the one-way rate. In the interest of customer good faith, [redacted] issued a refund for $125 as an adjustment back to [redacted]’s [redacted] 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,

Executive Assistant

U-Haul International

October 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers Mr. and Mrs. [redacted].   Please be assured Mr. and Mrs. [redacted]’ concerns have been reviewed on more than one occasion and were forwarded to our Regional Office responsible for our U-Haul at Spruce Hills location.  We realize there is never an excuse for rudeness and we want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  Proper steps have been taken to prevent the situation from happening again.    Other than the refund already issued, no further monetary reimbursement will be forthcoming.  However, as we value Mr. and Mrs. [redacted] as customers, I took the liberty of sending them a $20 VIP Certificate by email  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.   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

July, 5.2016
 
Revdex.com concern #[redacted]
U-Haul Reference Id # [redacted]
 
Glen T[redacted], Marketing Company President, confirmed Mr. [redacted] will be reimbursed for his U-Box contract in the amount of $2,638.00 plus $50.00 per day from 6/23/2016 for late delivery, until arrival.
 
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

May 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted [redacted]ers and were advised that both service requests were cancelled and a...

refund for $225.95 was issued to Mr. and Ms. [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

January 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Sharon H[redacted], our Executive Assistant for our Knoxville Regional Office, reviewed Ms. [redacted]’s recent comments.  She asked we relay that U-Haul is a do-it-yourself moving company and our customers save money by doing so.  Our Users Guide provides instructions, which includes direction to check all connections at every stop along the way.  Ms. H[redacted] mentioned Ms. [redacted] moved over 900 miles, which would warrant the hookup to be checked during her move.  She added that their decision in the matter remains the same.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

October 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $58.65 was issued back to Mr. [redacted]’s [redacted] account on October 12th.  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