U-Haul International, Inc.

December 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 Long Island Regional Office, reviewed the recent comments from Ms. [redacted]. He informed our office their decision in the matter remains the same. The cargo box of the truck Ms. [redacted] rented had mud when it was returned and had to be cleaned out.

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

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our President for our Mississippi Regional Office, reviewed Mr. [redacted]’s recent comments.  He relayed he was not disputing the fact Mr. [redacted] stated he had issues with the truck.  However, he has not been able to verify any problems with the truck.  There were no necessary repairs made to the truck after his rental and it continues to rent without incident.  There are also no calls into our Emergency Road Assistance line by Mr. [redacted].  Mr. [redacted]’s mother told [redacted] it was her fault for not calling for assistance during their move and told Mr. [redacted] to just keep driving.  The truck was on a current Preventative Maintenance schedule when it was rented.  As far as the issue with the way [redacted] spoke to Mr. [redacted], Mr. [redacted] assured him he would personally handle the situation and take corrective action as needed.  Mr. [redacted] happily accepted a $50 VIP Certificate as a resolution for the inconvenience he experienced.  An hour later Mr. [redacted] called our corporate office to say he was not happy with the way Mr. [redacted] handed his concerns.  Mr. [redacted] called Mr. [redacted] back and asked him why the change in his decision and offered to refund him $50 in place of the VIP Certificate.  Mr. [redacted] again accepted this resolution and stated he wanted to be involved with the punishment against [redacted].  Mr. [redacted] said he’d have to call him back.  The more he thought about it he felt the VIP Certificate was a fair resolution and it was 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,[redacted]Executive AssistantU-Haul International

September 11, 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 Idaho Regional Office, reviewed the recent comments from Mr. [redacted] and relayed the information she received after the situation was investigated by [redacted] Insurance Company:

Damages claimed to the wheel well are in an area that we would not have been near during the installation of the transmission cooler or brake controller and is consistent with a high speed rubbing or road debris against the plastic wheel well area. There is no indication or proof this was caused by U-Haul and the damages appear to be unrelated to any work done by U-Haul.

 

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

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and...

advised her of a refund for $270, which she should receive within the next 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

October 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Iowa Regional Office, followed up on the information Dr....

[redacted] provided. He informed our office he contacted Dr. [redacted] and discussed his concerns. He advised him of a refund for the U-Box rental fees in the amount of $597.65 due to the delay. He also mentioned that Dr. [redacted] had relayed that four boxes would accommodate his move. Two boxes were delivered at no cost and the other two were ready to go for them. All boxes shipped on time. The refund was issued back to Dr. [redacted]’s Visa 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

December 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Central Ontario Regional Office, followed up on the information Mr. [redacted]...

provided. She informed our office she spoke to Mr. [redacted] and confirmed he was due a refund for $321.49. The refund was issued back to Mr. [redacted]’s [redacted] account on December 19th 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

Atrocious. Went online and claimed a trailer on a Tuesday, for that coming Sunday. Site said we would have the trailer. On Friday they call and state they don't have a trailer for us. Then said another location does and we can get it Sunday. We call that location and they don't have the trailer and aren't even open on Sunday. We were transferred from location to location until we found one that did have a trailer for Sunday. We lock it in and they placed a note to ensure we get it. We went to pick it up Sunday and they don't have the trailer for us. We are given a 13 hr interval to move since ere transferring in the same apartment complex. Now we don't have the ability to move any of our large furniture. I would highly reccommend using an alternative moving truck rental company.

October 10, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Chadwick R[redacted] our President for our South Alabama Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office a refund for the $50 Reservation Guarantee Fee was issued and no further refund 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, Maria P[redacted] Executive Assistant U-Haul International

February 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the...

information Mr. [redacted] provided. She advised our office when Mr. [redacted]’s concerns were initially brought to their attention, our Area Field Manager went to the U-Haul Dealership to check the tires as well as took photos. Our Area Field Manager relayed that the tires in the pictures Mr. [redacted] took did not match what is actually on the U-Haul van. Ms. [redacted] also pointed out that the bumper on the vehicle in Mr. [redacted]’s photo appears to be white. The bumper on the U-Haul van is black. The van is a new vehicle with only 8,173 miles at time of rental. Mr. [redacted] drove 298 miles. The tires are in perfect condition. Our Area Field Manager explained all this to Mr. [redacted] in a professional manner without any implications.

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 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Agent, had followed up on the information...

Ms. [redacted] provided. They have been corresponding via email. Ms. [redacted]’s most recent email to Ms. [redacted] is as follows:

Hi [redacted], I received the emails and want to say I completely understand your frustration with this. I contacted the location where the storage was and the email address was very close to your so someone must have made a mistake when manually typing in the address when the emails were sent. They did remove the email address on file due to the issue and will inform their customer of the issue. I also checked the Reservation and seen they also removed the email since it did not belong to the actual customer. You should not receive any more messages and if you have any further issues, please do not hesitate to contact me. Take Care !

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 4, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Roxanne B[redacted], our Executive Assistant for our West Virginia Regional Office, followed up on the information Mr. [redacted] provided.  Please be advised when a reservation is made we ask our customer to choose their preferred pick up location.  If the equipment is not available at their preferred pick up location, we promise to schedule their reservation at the closest location with the available equipment.  Therefore, a preferred pick up location is a preference only.  The reservation is confirmed after it’s scheduled.  Although Mr. [redacted]’s reservation scheduling does not qualify for a refund of the Reservation Guarantee Fee, Ms. B[redacted] informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and advised him she would issue him a refund for the $50 Reservation Guarantee Fee.   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 29, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Kevin G[redacted], our GM for our U-Haul Moving and Storage of Historic Ybor City, followed up on the information Mr. [redacted] provided.  He assured our office Mr. [redacted]’s claim with RepWest is currently being investigated for a resolution.  His claim number is [redacted]  He also mentioned the full amount of the auto transport rental was refunded back to his [redacted] account.  The refund should post on his next credit card statement 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

Dear Revdex.com,
I have never spoke with [redacted]. We never have refused anything. They have reimbursed for the truck rental, that is correct. The refund for the truck was about $2,400. We have not received any compensation since then. We used air mattresses to sleep on and had no furniture, clothes, towel, etc. We had nothing! I am sure the president of Uhaul is sleeping in his bed and not on an air mattress. How do you replace a home on $2,400. I had a beautiful home with the interior contents valued at about $350,000 under my insurance policy. I was asked to compile an insurance claim. How can you remember all of the contents of an almost 3000 sq. foot home, your belongings and belongings of four children. There are also the items that are priceless such as baby books, photos and letters from family members passed, as well as kids projects over the years. Also, to be in a truck that had a fire raging inside when you are driving with you four year old son is endangerment. We stopped at a gas station and that is when we realized there was a fire. My husband tried to contain it with a garden hose from the back of the gastation and I called 911.The fire company believed it was a dome light that caused the fire.All of our belongings were taken a way in a dumpster, it was horrible. It was not for three weeks until investigators got out there and the dome light had been ripped from the truck. Unbelievable! We have many photos of the incident. There were problems when we picked up the U Haul initially and it had to be delivered later but wiring was malfuntioning. This incident caused endangerment to my family by neglect. We spent six weeks trying to compile a claim after working ten hour days and was supposed to be an enjoyable time in  our lives. Everything I worked  and had the last 46 years is gone. I am asking for a respectful compensation as per what I had for coverage. The company clearly isn't concerned that we had to sleep on air mattresses and don't have the funds to replace our loss. I want to make sure this does not happen to anyone else. My home was valued at 565,000 with the interior contents at 350,000. I took out this policy for that reason! Also, I have left my phone number with the president of U Haul multiple times and out of respect he could have made a call to speak about this incident, however it never happened. 
Sincerely, [redacted]

April 9, 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 Mississippi regional office, followed up on the information Mr. [redacted]...

provided. She informed our office she sent him the following email:

 Mr [redacted], It is with great concern and regret that we recieved you letter outlining the problem you had with your truck and trailer reservation. First and foremost, on behalf of UHAUL Co of Mississippi, I would like to personally apologize for your inconveniences. I have researched your reservation and I do show that you indeed are entitle to the $50.00 Reservation Guarantee. I will credit your card and you should see the money in 3 to 5 working days. We valule our customers and ask that you continue to provide feedback about services you receive from our company. If you have any further questions or concerns please contact me personally at ###-###-#### Thank you, [redacted] Uhaul Co of Mississippi Executive Assistance

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

First, let me preface this with the fact that this store is under new management. The previous manager was very professional and always willing to listen and help. This Manager named Raymond is completely opposite.

As a US Marine, I, once a year get deployed for 40 days for training. I get deployed to sites outside the country. I called 1-800-Go-Uhaul before my deployment this year and spoke to a call center rep. I advised them of my deployment and that I would not be able to come in and make payment. This was on 6/20/16. I left the next day and was gone through June and July. During this time, I was sent several e-mails about my payment. All of which I responded to. Due to me being outside the US, I had no way of calling in during this time, which was explained to the call center rep on 6/20/16.

Over the time I was deployed, even though I tried reaching out to them, they still continued to charge me late fees, a lien fee, and set it for auction this week. I admit, as soon as I returned, I should have called and did not and I am not going to make excuses as to why. Nevertheless, I called Monday 3 times and each time I was told the manager would call me back. I received no call. I called twice yesterday and again was told the manager would call me back. Again, no return call. So, I woke up early and arrived at the location when they opened.

On the way to the location I called and spoke with the manager. He advised he WOULD NOT accept full payment and would only agree to work with me if I removed my belongings within 2-days. I tried explaining to him that with a full time job, that is difficult during the week and asked if I could have until Sunday. He said No. I went into the location and was trying to explain to him that I was deployed and before I could, he began to yell at me and said he didn't f'ing care and that I needed to shut up and sign the documents. Needless to say, after 45 minutes of him being very unprofessional and rude, I left.

What this gentleman was not aware of was that I recorded the conversation to protect my interest. I contacted the district manage-which Raymond refused to provide-by calling another location. I was advised that the district manager was on vacation and spoke with his person assistant, who seemed nice and concerned and was very professional. She ensured me my belongings would not be auctioned and that Raymond would be spoken with and that the district manager might want to call me and hear the recording. I explained that was not a problem and advised that I appreciated her help.

Long story short, you can't judge a book by its cover. You cannot punish a company on one person’s unprofessionalism and/or acts. I am just writing this as a warning. This manager is not friendly or professional. I will never do business with this location again, at least not while he is there!

April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he is currently working with Mr. [redacted] and waiting for him to file a claim in order research the situation and reach 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

October 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

 Thank you for your concern for our customers [redacted] and [redacted], whose name is documented on the rental agreement. [redacted], Senior Staff for our [redacted]...

[redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed the rental charges with her. They were able to reach an amicable agreement and a refund in the amount of $91.23, which includes a refund for one day rental of the truck, furniture pads, Safemove Protection and tax as well as only a charge for the fuel from the 1.9 mark. The refund was issued back to the credit card listed on the rental agreement and should post on their 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 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.Yes, I did speak with [redacted] and I was certainly not satisfied with her offer. I asked her what her position was and she told me that she was the Executive Assistant calling on behalf of [redacted]. I also told her that I was and still am unsatisfied with her offer for two reasons. The first reasons is because I felt that the $50 refund was due to me anyway. I printed out U-Haul's $50 Reservation Guarantee as well as my reservation and I showed this to [redacted] when I arrived. He gave me a hard time about how the Guarantee does not apply to my reservation because the location that I initially choose was just a "preference." Which still does not make sense to me, because that would render the policy meaningless in my opinion. All of this happened, BEFORE Mr. [redacted] proceeeded to insult me by arguing me down that I had went into the system and chnaged my own reservation.

Thus, the $50 refund was something that I felt should have been offered regardless of the incident with Mr. [redacted]. Like I told [redacted], it was an insult to offer me the $50 that I had already been due, and subsequently OFFER it to me AFTER I had been argued down my Mr. [redacted] about NOT being owed the $50.

It is absolutely ludicrous in repsonse to the abosev statmenet to claim that I said "It was not about the money" and the alledgedly ask for more money. I think that it also cowardly to have the assistant of the man who insulted me to call me and offer me the same $50 I asked for int he beginning. Essentially this whole entire complaint could hav been avoided if U-Haul had simply honored its policy, especially since I have documentation/proof that I felt was enough to receive the guarantee.

In closing, told [redacted] to follow through with the $50 refund because I feel that I am owed that for anotheer reason, not as a goodwill gesture or an apology for Mr. [redacted] behavior. I feel that U-Haul, a multi-billion dollar company, can do much better than finally honoring a $50 refund that should have been honored to avoid this entire debacle to begin with.

?

Regards,

[redacted] [redacted]

September 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at...

Florin Rd. in Sacramento, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] will be coming into our U-Haul Center for the 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

Thank you for your concern for our customer Ms. [redacted], our President for our [redacted], followed up on the information Ms. [redacted] provided. He informed our office he was present in the Traffic Department the night Ms. [redacted] called. She was offered an alternate...

pick up location, which was just 3 miles away. Ms. [redacted] relayed that she would need to find out if she could go to that alternate location. She then showed up at 3:00 pm to rent the truck without prior confirmation, however, the truck was no longer available because we had not been able to contact her. She was sent to another location to secure the truck and completed her move without incident. She was given extra miles and days to complete her move along with a $30 discount for having to go to an alternate pick up location. As we value Ms. [redacted] as a customer, she was also given 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. Mr. [redacted] mentioned he believes they did what they could to accommodate Ms. [redacted] and no further refund or adjustments will be issued. He has attempted to contact her but every time he has called her, he receives a message stating at the subscribers request, this phone does not accept incoming calls. Mr. [redacted] can be reached at [redacted] or direct at ([redacted]) [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,[redacted]Executive AssistantU-Haul International