U-Haul International, Inc.

August 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted].[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he spoke...

to [redacted] and addressed his concerns. He offered his apology for the problems he incurred with both the U-Haul truck and our employees involved and assured him this was not the normal way we wish to conduct business. [redacted] explained he was not charged for the rental and if there was anything else he could do to please call him back.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

July 25, 2016   Revdex.com ID#:...

11564763 U-Haul Ref#: 1153207   Thank you for your concern for our customer Ms. [redacted]   Bandi E[redacted], our Executive Assistant for our South Seattle Regional Office, followed up on the information Ms. [redacted] prov[redacted]d.  She informed our office she spoke to Ms. [redacted] and discussed her concerns as well as issued her a refund for $150 as an adjustment.  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] 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.

The company's response does not resolve the issue. I didn't sign a contract nor accept any term or conditions. I asked the store associate PRIOR to swiping my card if my card would be used again for additional charges, I was told no. When the manager called me the FIRST time,  she stated the collections dept made the error in charging my card simply because it was on file. She stated it was only sent as a promissory note. So, who is at fault for giving falsified information?  Uhaul is rediculous. I will never EVER USE uhaul.

Regards,

[redacted]t

February 28, 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 Northwest Ohio regional office,...

followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and explained she viewed the video at the time of the transaction and no money exchanged hands. Ms. [redacted] was holding money, but then folded it up and put it back in her wallet when our CSR moved from behind the counter to the showroom floor. A refund 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

July 29, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. B[redacted].   Miguel Olavarria, our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. B[redacted]...

provided.  He informed our office a refund for $150 was issued back to Mr. B[redacted]’s Visa account on July 21st.  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, Maria P[redacted] Executive Assistant U-Haul International

August 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Dallas Regional Office,...

assured our office he followed up on the information Ms. [redacted] provided with all involved. 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. Ms. [redacted] rented the U-Haul pick up truck for a one-day rental period on August 5th. When Ms. [redacted] called to say she needed more time with the truck because it was raining and her items got wet, we offered her free storage in order to get our truck back. Please be advised that free storage is not offered on In-Town rentals. This offer was made as a courtesy. On August 6th Ms. [redacted] contacted our Emergency Road Service to relay she had run out of fuel. We advised her that was customer responsibility. We can send service but she would be responsible for those fees to the repair person that comes out to assist. We also do not provide a funnel in our trucks in case the driver runs out of fuel. Our Center GM informed Ms. [redacted] she was not on a valid contract and needed to come in to put down another deposit and pay past fees. She did not but instead sent our U-Haul Center an email on August 12th advising us the truck would be returned that afternoon. Although she states she had been in contact with our Corporate Office in Arizona, we have no record of such calls or information. When we tried to collect these past fees, the credit card on file declined the charge. When Ms. [redacted] did not return our truck as promised, our Equipment Recovery Department sent out a Demand Letter requesting our truck be returned immediately. When the truck was finally returned on August 14th, all fees were charged to the credit card. Mr. [redacted]’s careful review of the situation found our actions followed proper procedures when trying to retrieve our property. Charges are valid and will stand.

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 5, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Denise F[redacted], our Traffic Manager for our Southern Louisiana Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she left a message for Ms. [redacted] requesting a return call.  She explained she will issue a refund for the $40 fuel expense.  She was unable to find a charge for packing supplies and requested a copy of the invoice and credit card statement to verify the charge.  Ms. F[redacted] also mentioned she didn’t see a rate of $128.25 for the trailer rental Ms. [redacted] states she was quoted and requested a copy of that reservation document as well.  She hopes to hear back from Ms. [redacted] 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, Maria P[redacted] Executive Assistant U-Haul International

May 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the U-Haul contract.

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

Central North Carolina regional office, followed up on the information Ms. [redacted] provided. He relayed that a refund for $20 was previously refunded, leaving a balance of $7.50 paid for the EZ-Fuel option for a shortage of 3/16 of a tank of fuel. Mr. [redacted] stated this information has been explained by several different representatives and that no additional refund is 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,

Executive Assistant

U-Haul International

August 20, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Ms. [redacted] did in fact rent a U-Haul truck but she used an independent moving company to move her...

furnishings from one home to another.  Moving Helpers relayed that Ms. [redacted] released the payment code to the service provider, [redacted], after the job was completed.  She completed a review of the service and opened and marked as completed due to not accepting a resolution with the moving helper.  Although she did not accept their resolution, the issue still needs to be resolved between [redacted] 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

[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 [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 was told to settle for a smaller truck not what I needed therefore I wont be using your services any more, neither any friends or relative at my direct circle.

Regards,

July 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up...

on the information Mr. [redacted] provided. He spoke briefly to Mr. [redacted] and is currently awaiting a return call to discuss our fuel program. He also issued a refund for the fuel charge in the amount of $31.41back to Mr. [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

August 5, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Dr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the...

information Dr. [redacted] provided and sent her the following email in response:
Good After [redacted], I am writing to you in regards to your recent Revdex.com complaint filed against our U-Haul of [redacted] location. I sincerely do apologize about the entire ordeal with your U-Box. I understand you are looking for a discount of $1,700.00 on the U-Box rental and shipment, instead of a partial discount we are not charging you for any of the rental. I did double check your credit card history and there are no charges on the credit card you provided. I show that this box also arrived in [redacted], California on 7/28/2015. Please let me know if I can be of any more help. Thank you, [redacted] Executive Assistant U-Haul Co. of [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

Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. She informed our office refunds for the full base truck rental fee plus Safemove Protection were...

issued back to their [redacted] account as an adjustment on their rental. The refunds totaling $1,532 should post on their next credit card statement. $350 was also refunded on July 14th to cover the $250 transload fee and $100 for the inconvenience of having to reattach the Auto-Transport and then another $80 was refunded for their cab fare also on July 14th.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

November 10, 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] Regional Office, followed up on the information [redacted]...

[redacted] provided. He informed our office he contacted [redacted] and advised him he had the extra day and extra mileage charge waived along with the $30 Service Fee. The only additional charge is for the damage, which is now being handled by RepWest Insurance Company. [redacted] provided [redacted] with the contact information for RepWest to obtain 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,

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,[redacted]

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

Russell Dumas, our Executive Assistant for our Eastern New York regional office, followed up on the information Ms. [redacted]-[redacted] provided. He informed...

our office he sent her the following email:

Dear [redacted]-[redacted], I have received the forward of the information you had provided regarding your recent U-Haul experiences, and would like to sincerely apologize for the inconveniences that we have caused you. Having researched the Documentation, I understand that we made a couple of mistakes and didn't communicate with you very effectively. It appears as though when you last spoke with [redacted] ([redacted]), the manager of the Albany location, he had informed you that he had processed the credit to your card for the $85.00 discussed. That credit did in fact transmit from our business the evening of 5/5/14, and as banks are allowed up to 5 business days to apply credits, you should see that credit no later than close of business on Monday, May 12th. I further understand that we charged your card a few days prior to that $196.65, the total charges, plus the fuel charges, plus a service fee. I do not know what conversations, if any, took place between your returning the equipment on 4/21 and the charges that were applied on 5/2, but unfortunately, when a contract is pending payment, it ends up going to our collections department, where they attempt to process the charges for payment. I do understand that this caused even more inconveniences, and as an apology, I have issued a credit for another $50.00 (again, it could take up to 5 business days before the credit is applied to your account), So after both refunds, the rental ends up costing you $66.17. I do again apologize for the inconveniences, and greatly appreciate your providing us the opportunity to correct your concerns. I regret however that it has taken this long. If I can be of any further assistance in the future, please don't hesitate to contact me directly. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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 23, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Mandi D[redacted], our Executive Assistant for our Southern Alberta Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good afternoon [redacted], Further to our earlier conversation regarding your hitch install, please forward me a copy of the repair invoice for review. I will be back in contact with you, once I receive the invoice. Thank you, Mandi D[redacted] Executive Assistant U-Haul Company of Southern Alberta   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 15, 2015

Revdex.com ID#: [redacted] Thank you for forwarding Mr. [redacted] concerns to our office.

Please be assured U-Haul takes reports of fraudulent use very seriously. We urge victims to obtain copies of their police reports because it is vital that they have this documentation...

to provide to any servicers where their identity may have been used and report the incident to all three credit bureaus. A copy of the report is required to remove an account from collections. U-Haul does not pay for copies of police reports on behalf of a victim as their identity may have been used more than once with unknown providers/services. Our Credit Administration Department obtained the case number information from [redacted] P.D. and urge Mr. [redacted] to pay the fee of $1.50 to obtain the report should his identity be used in another manner. The accounts will be removed, however, Mr. [redacted] will be unable to rent from U-Haul until a copy of the report is faxed to the number that was provided. If he is unable to pay the $1.50, [redacted] P.D. stated that if the victim has friends/family in the area, someone can go to the Police Department and request the report and have it mailed to him.

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 President for our West Texas regional office, followed up on the information Mr. [redacted] provided. He informed our office, upon review of repair...

diagnosis for detailed of the cause and repair estimate for reasonableness, he relayed a refund for the damages to Mr. [redacted]’s vehicle will 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

July 6, 2016

"Calibri",sans-serif; font-size: 11pt;"> 
Revdex.com concern #[redacted]
U-Haul Reference id # [redacted]
 
Thank you for your concern for our customer Ms. [redacted].
 
Area Field Manager, Stephon C[redacted] has issued the $50.00 back to the customer card for the reservation guarantee. We apologize for any misunderstandings. Ms. [redacted] was scheduled at an alternate location before her 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 matter to our attention and allowing us to offer a response.
 
Sincerely,
 
Penny S[redacted]
Executive Assistant
U-Haul International