U-Haul International, Inc.

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

[redacted], our Executive Assistant for our New Hampshire and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a...

message for Ms. [redacted] explaining she issued her a refund for $750 back to her [redacted] 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,

Executive Assistant

U-Haul International

Thank you for your continued concern for our customer Ms. [redacted], our Traffic Manager for our [redacted], reviewed the recent comments from Ms. [redacted]. She advised our office that Ms. [redacted] was given the option to get a truck the same night from an alternate rental location but chose to wait until the next day to pick up the equipment. In an effort to resolve her concerns, the VIP Certificate that was previously issued was canceled and a refund for $50 has been issued back to Ms. [redacted]’ [redacted] account. The refund should post on her 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,[redacted]Executive AssistantU-Haul International

November 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our Northern Louisiana Regional Office, advised our office the Reservation Guarantee Fee was refunded and the mileage was returned at the time of the check-in.  She stated U-Haul fulfilled our obligation to Ms. [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,[redacted]Executive AssistantU-Haul International

August 25, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms [redacted], a Customer Service Manager, followed up on the information Ms. [redacted] provided and...

sent her the following email in response:
Dear Ms. [redacted],
I am reaching out in regards to your concern sent through the Revdex.com. We appreciate your feedback and understand your frustration. Our eAlert policy was created to protect our company from further debt and to ensure that debtors are not able to benefit from our equipment when a debt has been left unpaid. 
You are not being asked to pay the debt and this does not reflect on your credit in any way. U-Haul has decided there is a risk of the debtor benefiting from your rental and we have chosen to not assume that risk. We are sincerely sorry this has affected your ability to rent. We are willing to work with the debtor to resolve this on your behalf if the debtor contacts us and wants to agree to a settlement. You can contact me direct at ###-###-#### Ext [redacted]. I look forward to hearing from you at your convenience. 
Thank You, 

UCC Associate Program Manager
Customer Service Department
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 continued concern for our customer Ms. [redacted].

[redacted] [redacted], our Executive Assistant for our Northern Minnesota regional office, reviewed the recent comments Ms. [redacted] relayed to your office. She advised our office she attempted to speak to Ms. [redacted] today and received her voice mail again. She offered her apology for any communication errors prior to her rental but added that everything has gone well thus far. Ms. [redacted] explained they will not be refunding her entire rental as requested and left her telephone number if she wished to speak to her.

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 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] regional office, followed up...

on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her she had issued her a refund for $78 that she was charged by our U-Haul dealer. Ms. [redacted] relayed she did not see any charge for $55, therefore, could not make a refund. Ms. [redacted] sent in a receipt that showed an online purchase for product she received on June 23rd. Ms. [redacted] emailed her back with instructions on how to request a refund, which are actually noted on the bottom of her order. The refund for $78 was issued to Ms. [redacted]’s [redacted] account on June 26th and 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,

Executive Assistant

U-Haul International

September 12, 2016  

size="3">Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Fredi Arriaga, our Area Field Manager for our Las Vegas West Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: 'Dear Mr. [redacted], We thank you for your business. I have waived the returning extra charges as customer service. Please let me know if you need further help Regards, Fredi Arriaga Area Manager   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

September 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided.  She...

informed our office her Traffic Manager in their office contacted Mr. [redacted] and explained, based on their records and the information on myuhaul.com, there is no record of a $100 quote to have U-Boxes delivered from Indianapolis to his residence.  Mr. [redacted] stated he was told this price in person by an employee in Indianapolis.  Our Traffic Manager relayed there is nothing indicating this quote and if he can provide a written confirmation or email showing the quote, we will work with him.  He was also informed if he needed a third box, he should have contacted us so we could have provided one.  Out of 14 recordings pulled, Ms. [redacted] stated none mentioned needing a third box.  Mr. [redacted] became upset and said he didn’t feel like he should call in because everyone at U-Haul is incompetent and would not be able to help him.  Ms. [redacted] advised our office the charges will stand but they would also be willing to review the situation again if he can provide documentation.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 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

provided. She informed our office Mr. [redacted]’s son attempted to return the brake controller and advised our GM at our U-Haul Center that although it worked, his father did not want it because it was not digital. His son was aware the brake controller was not digital at the time it was purchased. Since the brake controller had already been installed and the wires cut, we could not take it back as a return and issue him a refund because it is now a used product. Had the brake controller not been used, we would have gladly allowed Mr. [redacted] or his son to return it for a 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

June 30, 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 Southern Minnesota regional office, reviewed the recent information Ms. [redacted] relayed. She explained that regardless who put the lock on the box, the contract does state the customer is responsible to place a lock on the box. She also found that Ms. [redacted] had informed our receiving location of a new credit card number to use, however, Ms. [redacted] mentioned it was not provided to her office and Ms. [redacted] did not return any of their calls until the shipping date. Ms. [redacted] spoke to Ms. [redacted] and her brother as well as our Traffic Manager, [redacted]. At that time Ms. [redacted] accepted and agreed to a refund for the additional truck rental expense her brother incurred and a $110 VIP Certificate to pay for the movers she now had to hire as a resolution. Since Ms. [redacted] is now expressing her displeasure, Ms. [redacted] issued refund checks for the $55 difference between the $110 VIP Certificate that was previously issued and the $165 she paid for movers along with the $50 Reservation Guarantee Fee. Ms. [redacted] should receive the refunds within the next 10 business days.

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

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.

[Fact: All of our truck lights including the module were working properly before U Haul worked on our truck.  Fact: After they worked on it none of the tail lights worked.  Someone is not being honest here as the electrician at [redacted] where we had the damage repaired told us that U Haul had used substandard connectors and even pulled some off to show us.  I have pictures.  He also asked why they had spliced so much of the wiring and I said I had no idea as the U Haul guy just kept cutting and cutting away.  It was crazy and obvious that he had no clue as to what he was doing!!!  I want my refund of 302.66 because again U Haul did damage to the truck and could not fix the damage they had done.  This caused us to incur hotel, meal, gas, and electrical repair expenses and lose a whole day of travel.  They need to make this right. ]

Regards,

April 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Melissa M[redacted], our Executive Assistant for our Miami Regional Office, reviewed Ms. [redacted]’s recent comments.  She explained our GM of our U-Haul Moving and Storage of Homestead attempted to speak to Ms. [redacted] and advise her no further refund will be issued.  Her U-Boxes were shipped with no delays to the correct address and her goods sustained no damages.  Other than the refund for $94 previously issued, nothing further will be done. 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

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 and sent him the following email in response:Mr. [redacted], I could not reach you by phone. However, We did...

receive your concern and have issued credit to cc for $1265.43. This is the difference in rates. It includes the rate to FL plus extra days (2) and mileage ([email protected]). If you would like a more details, please call our office 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,[redacted]Executive AssistantU-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.

Regards,

December 17, 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 Rhode Island Regional Office, followed up on the information...

Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted] , I apologize for an inconvenice our recent renovations caused you. In an effort to expedite this issue we will credit the $50 for cutting of lock. Please note my company president had already authorized a free month and she personnally purchased a mask for your use. I understand you have moved out and are now employed in NH. Certainly wish you the best in all your future endeavours. Sincerely [redacted] EA Uhaul of RI [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

October 14, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Dartmouth, followed up on the information Mr. [redacted] provided.  She informed our office she issued...

him 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.  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

March 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Judy S[redacted], our Executive Assistant for our West Texas Regional Office, reviewed Ms. [redacted]’s recent comments to your office.  She relayed they made contact with Ms. [redacted] and confirmed the address listed was correct.  Ms. S[redacted] agreed to provide her with a tracking number as soon as the boxes are shipped. 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

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.

Two letters were sent to U-Haul identifying myself as the credit card holder and that U-Haul usage of the credit card was not authorized fpr the disputed charges.

I am not a party to the contract with U-Haul.

 Regards,

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.

They have not done anything!  [redacted] called and said I had already received a "sweet deal".  He also stated he could not do anything about the customer service in Phoenix as there are 7,000 employees and he couldn't track down the ones who provided horrible customer service.  He then stated he could not do anything to [redacted], even though he lied to me and sent me down the road during rush hour with a rented trailer that did not meet federal highway safety standards.  So this was, in essence, a waste of time.   U-Haul is not willing to do anything to weed out the bad apples in their ranks.  Or maybe this is the norm with them.  Hard to tell.  They were put on notice that they rented a trailer that violated federal highway standards.  They did not care.  This was a joke.

Regards,

October 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Akron Regional Office, reviewed Mr. [redacted]’s recent comments to your office.  He relayed Mr. [redacted] was advised in person the reason he was on E-Alert and at this time there is no reason to remove him. 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