U-Haul International, Inc.

Greetings,
   We ([redacted]) and myself) were informed "by Kevin" that he would forward a VIP Gift Certificate. Yet it is not mentioned here in this resolution, nor have we received anything?! At this point I do believe that it is should be emailed to my inbox:

Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Ms. [redacted]’s recent comments to your office. She relayed that our GM waived the cost of her Promissory Note of $394.13 already. The total would have been $622.86 if Ms. [redacted] paid the full amount she owed. The due date on Ms. [redacted]’s contract was November 3, 2014 but she did not return until November 7th. She returned the truck without fuel, to the wrong drop off location and did not get charged the additional days she kept the equipment. We only collected for one day rental, which came to $129.72, when in fact the total should have been $622.86. Ms. [redacted] reiterated that no further adjustments will 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,[redacted]Executive AssistantU-Haul International

October 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], a Claims Adjuster with [redacted] Insurance Company, advised our office he was contacting Ms. [redacted] and would advise her their office is in the...

process of investigating her concerns and will follow up with her on 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

June 25, 2014

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] regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] by phone and explained how our reservation guarantee procedure works and that the information is also available on our website.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him 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.

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

At approximately 10:54am on 2/27/15 the customer's reservation was downloaded to my location (see attached reservation document).  His reservation was for 12 hours, picking up at 12:00pm on 2/27/2015 and dropping off...

at 12:00am 2/28/2015 (see attached reservation document).  We always call and schedule the reservations, during this call I wanted to verify that he was planning on bringing the truck back that night as stated in the reservation because I could actually foresee a possible problem because sometimes customers think they are entitled to 24 hours, even though they don't reserve the truck for that long and there was a reservation for the truck the next morning made prior to this customer making his reservation (first come, first served, this also can be verified).  When the customer showed up I again verified that the truck had to be back because we had a reservation on it for the next morning and rather than not rent him the truck for the night because we already had a reservation on it for the next morning, we were happy to rent him the truck making sure that he was going to bring it back on time.  The cash deposit and credit card situation is more or less as he has stated with the exception being, the credit card was swiped right in front of his eyes and he signed the contract that clearly states nothing would be charged unless the actual charges exceed the held amount (see the signed contract statement directly under the card type in the middle of the page).  The customer is correct about the time that he brought the truck back... for some reason he ignored phone calls from us as well as the U-Haul traffic department in the morning trying to find out why he didn't bring the truck back.  Because he didn't bring the truck back, the customer who was supposed to pick up the next morning was sent to the other side of Cincinnati for a truck because that was the closest location with one available.  As far as I'm concerned he can have all his money back.  He has to take that up with U-Haul since they are the ones who he actually rented the truck from (yes we are a U-Haul dealer, but all the money goes to U-Haul). We have contacted our U-Haul Area Field Manager who has the power to refund his money.  It does not change the simple fact that we were trying to help him out by renting him a truck that we already had a reservation for the next morning, and he didn't bring it back when he agreed to (both in writing and verbally, this was witnessed by more than one person who works here).  He also did not refuel the truck and was charged 3.50 per gallon for the fuel that he used, as stated would happen on the contract.  The contract also states directly under the Due Date/Time section that failure to return the equipment by the Rental Due time may result in additional charges (see signed rental contract).

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]7

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

[redacted], our President for our Central Indiana...

Regional Office, followed up on the information Mr. [redacted] provided. She informed our office the shop that did the repair to the wiring found there was a bad module and had nothing to do with the work U-Haul performed. [redacted] stated he felt they have been more than fair and will not approve any further 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

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We had a system wide issue with our E-Alert Program around the time Mr. [redacted] rented, which allowed everyone to rent from U-Haul.

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 24, 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 [redacted]...

regional office, followed up on the information Ms. [redacted] provided. She informed our office she left three separate messages for Ms. [redacted] requesting a return call on June 19th, 20th, and the 23rd but has not heard back. She mentioned she does have a copy of the recommended hitch install instructions should Ms. [redacted] want a copy. She also stated the installed hitch was the correct recommended hitch for Ms. [redacted]’s vehicle and was installed correctly.

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 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern New Jersey regional...

office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted and given three free months of storage for the delay and any mis-communication experienced between all parties.

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 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Pittsburgh regional...

office, followed up on the information Mr. [redacted] provided. He advised our office he spoke to Mr. [redacted] right after his credit card had been charged $1966.00. The situation was rectified within 48 hours with a credit for $1966.00 back to the credit card account. Mr. [redacted] spent a lot of time on the phone with Mr. [redacted] and his bank. Mr. [redacted] requested a letter stating the refund had been credited to his account so he could fax his bank. Mr. [redacted] sent Mr. [redacted] the letter by email. The bank contacted Mr. [redacted] and informed him they would be working with Mr. [redacted]. Mr. [redacted] stated that Mr. [redacted] was getting reimbursed from his company for the move. However, that check won’t be available until June 26th. Mr. [redacted] will then be charged $1826.00 on that date. Mr. [redacted] agreed to refund Mr. [redacted] $20 for each day the U-Boxes were early. A full refund for the service is not warranted and will not 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,

Executive Assistant

U-Haul International

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,

September 16, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Sandra D[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed Ms. [redacted]’s recent comments.  She advised our office Ms. [redacted] was going to have her sister come into our U-Haul Center on September 1st to make her payment of $137.90 but she was a no show.  She also added that the payment was eventually made on September 12th.   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

February 22, 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 [redacted] Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining her items were at our U-Haul Moving and Storage of [redacted] in [redacted] at [redacted] and can be picked up from that location. Ms. [redacted] also left her telephone number for a call back of necessary.

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 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

your concern for our customer Ms. [redacted]   Jesse N[redacted], our President for our South [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Mrs/Miss. [redacted], I do apologize for the incident that happened concerning your storage unit. I further apologize for RepWest not making contact with you. I have noted your claim stating that you wish to be called by the adjuster. I have as well written off the late fees as well as the rent for the 3 months you have been dealing with this. Is there anything in the room you are continuing to need storage for or are you needing to dispose of all the goods in the unit? The reason I ask is if there are goods you are still needing to store I'd like to get you into a different unit so your goods your wishing to keep are not stored with goods you do not wish to keep. Please let me know how I can help you. Jesse Neill Marketing Company President U-Haul Company S. [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

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

August 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Ken Vadnais, our President for our Arkansas Regional Office, advised our office the employee in question at our independent U-Haul dealership no longer works at the location.  We acknowledged the inconvenience we cause Mr. [redacted] by sending him a VIP Certificate for $250, which is valid for two years.  Monetary reimbursement will not be issued.  Please be advised our 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 Pa[redacted] Executive Assistant U-Haul International

July 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Eastern New York regional office, followed up on the recent comments [redacted] relayed to your office. He informed our office the truck has gone over 1,300 miles since [redacted]’s’s rental with no breakdowns or objections from other customer’s reported. The truck in question was serviced in May 2014 and no repairs have been needed since. There have been no reported breakdowns into our Emergency Road Service in this time period. [redacted] stated [redacted] took away our ability to help her in this situation by not contacting us for assistance. His office was also unable to find who she may have spoken to that guaranteed a full refund as she stated. Please be advised our 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,

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

Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our West Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] made an online purchase in the amount of $25.25 on February 5th...

and then canceled very shortly afterwards on the same day. An authorization was given for the charge and then a credit was issued immediately when the purchase was canceled. We only have to obtain an authorization for a charge, therefore, a banking institution knows immediately about the charge. Both the actual charge and the credit were transmitted electronically. Please be advised we are not responsible for overdraft fees.As we value Mr. [redacted] as a customer, we sent him a $20 VIP Certificate to help offset the inconvenience he experienced. The Certificate 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