U-Haul International, Inc.

March 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mrs. [redacted].[redacted], our Executive Assisant for our [redacted], GA Regional Office, followed up on the information Mrs. [redacted] provided and sent her the following email in...

response:Hello Ms. [redacted]My name is [redacted] and I am the Executive Assistant for the Regional Office of U-Haul in [redacted], GA.I am in receipt of your letter to the Revdex.com and called you earlier today to discuss it with you. Since I was unable to reach you, I decided to email you so you could send me a response, if you desired.The area field manager over [redacted]s Tire and Service Center in Vidalia, GA, Chris Herrick, researched your complaint and provided the feedback I needed in order to resolve your complant. He told me that the dealership has been open since August of 2011 and the agent that took your reservation, as well as rented the truck to you and your husband, was the owner, [redacted]. When I heard that, I was deeply disappointed by the way you said you both were treated by him, especially since he usually does give customers a lot more information than he apparently gave you two. I also apologize for him not returning your phone calls. I agree with you - that is very unprofessional.As far as the incorrrect address goes, it could have been corrected on the contract at the time you rented the truck. Did you happen to mention that to him? Even though it should have been corrected on the actual contract, it really did not have any affect on your mileage charge in any way.[redacted] probably assumed you had rented from U-Haul before and knew about the mileage charges. But I did some research and saw that you have not, so both Mr. [redacted] and I agree that you should be given a full refund of your mileage charges.I will be crediting $ 82.65 back to your [redacted] ending in [redacted] before I leave for the day.We appreciate your business and look forwarding to serving you again!Warm Regards,[redacted],Executive AssistantU-Haul Company of [redacted]Mrs. [redacted] responded with the following email:Thanks I appreciate the refund. Actually I did not see the address until I was looking over all of the information after he told me about the mileage charge. I had spoken to customer service once I called the claims number to speak to someone. Since he never called me back. She then told me that I was charged because I told Mr. [redacted] that I lived only ten miles from the rental place and that was not true . I am pleased with the outcome. Thanks again!!!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 beg to differ.  Jordan K[redacted] DID threaten to send my possessions to auction if I did not pay by the end of the day that I spoke to him.  And yes, he did waive a lien status fee and multiple late fees because they never should have been charged in the first place!!  

Regards,

June 4, 2014

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 Carolina regional office, followed up on the information...

Mr. [redacted] provided. A refund for $1000 was issued to Mr. [redacted] as an adjustment and was amicably accepted.

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 13, 2016Revdex.com ID#: 11020783U-Haul Ref#: 980361Thank you for your concern for our customer [redacted] and [redacted], whose name is on the actual rental agreement.Shirley J[redacted], our Executive Assistant for our South Eastern Wisconsin Regional Office, followed...

up on the information Mr. [redacted] provided.  An equipment damage report was generated for $792.77.  Ms. J[redacted] informed our office she contacted Mr. [redacted] and offered to settle the damage for $500 in the interest of customer good faith.  Mr. [redacted] declined.  Ms. J[redacted] relayed the damage claim 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,Maria P[redacted]Executive AssistantU-Haul International

August 29, 2016   Revdex.com ID#: [redacted]

face="Calibri" size="3">U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Kristina K[redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response: Dear [redacted], We here at U-Haul have reviewed all the calls for the file in question. All calls made to the call center agents advised you at the time of the reservation that the location could assist in any way to offer a pro-rate on the storage, and the General Manager could a make a decision like that. On the call with the other agent she also advised that U-Haul does not offer pro-rated storage, and also tried to assist by getting the location on the phone for you so that they could be talked with the General Manger (due to the fact that he was the only one that could make that decesions to give any money back). For this matter the location has offered Vip for the amount of $87.47 as a customer good will, and that offer is still valid if willing to take it. Please contact the General Manger of the location as the location offered this to you. Thank you, Kristina K   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 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Traffic Control Manager in our [redacted] Regional Office spoke to [redacted] on 8/8. [redacted] informed [redacted] she would credit $172.00 to his...

[redacted]. This amount reflects the difference in rates between [redacted],[redacted].

Our customer 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 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,

August 21, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent her the following email in...

response:Dear [redacted], I am in receipt of your complaint concerning the problems you had with your rental. I appreciate you letting us know about this. Our objective is no less than 100% customer satisfaction. U-Haul does not want a single customer to have a bad experience. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. Number two (4) of the additional terms and conditions for equipment rental reads as follows: "customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of the equipment, including failure of the equipment to operate properly." However, you are a valued customer and [redacted] felt compensation was due for your frustrations, so he refunded you almost 15% of your rental back. A credit of $150.00 has been issued to your credit card on 6/29. As for missing two days of work, I do apologize if you did, but when I look at your rental contract, I show you picked up on 6/22/14 and dropped of on 6/23/14. So it appears that your were not delayed by the performance of our truck. There will be no further refunds, however, I am going to email you a $100 VIP certificate that can be used for any rental items, sales items, or propane at any U-Haul location or online. You have my apologies and I hope you will give U-Haul another chance to serve you in the future. Sincerely, [redacted] U-Haul Company 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,[redacted]Executive AssistantU-Haul International

November 25, 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 North Indiana and South Cook County Regional...

Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. A refund was previously issued by our U-Haul Center for the three U-Boxes on November 17th in the amount of $320.84 back to Ms. [redacted]’s [redacted] account. Ms. [redacted] issued a supplemental refund for $151, which is half of the delivery amount, back to the same [redacted] account. Both refunds 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 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul at [redacted], followed up on the information [redacted] provided and sent him the following email in response:Good Morning...

[redacted], I have sent you the 50.00 dollar resaervation guarantee. It will show up in your account with 3 to 5 business days, I would like to apoligize for the inconveinence. [redacted] Gen. Manager [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

February 28, 2016   Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Ms. [redacted]   David A[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he spoke to Ms. [redacted] and found the Promissory Note was not canceled.  He contacted our Collections Department and had the Note canceled as well as removed Ms. [redacted]’s name from E-Alert.    As we value Ms. [redacted] as a customer, Mr. A[redacted] also sent her 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. A[redacted] provided his cell phone number in case she had any concerns regarding her 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, Maria P[redacted] 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].

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

provided. He informed our office he contacted Mr. [redacted] and was able to reach an amicable resolution. A refund for $300 was issued back to Mr. [redacted]’s [redacted] Card account as an adjustment on his rental. 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

February 24, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

information Ms. [redacted] provided. He informed our office a full refund for the rental in the amount of $111.46 was issued back to Ms. [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

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Inland Northwest Regional Office located in Spokane, followed up...

on the information Dr. [redacted] provided. She informed our office they spoke to Dr. [redacted] the day of his rental. He was advised that the wrong hitch weight was input into the system at the time of his reservation, therefore, consequently the vehicle did not pass the pre-tow inspection. His vehicle could only tow our Tow-Dolly and not our Auto-Transport. A refund for the $50 Reservation Guarantee Fee was issued back to Dr. [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

June 25, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Coordinator for our North Shore Chicago Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she will be in contact with Ms. [redacted] to advise her of a refund for the requested amount of $1,252.

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 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northern Alabama Regional Office, followed up on the information...

Mr. [redacted] provided. She informed our office the U-Box has been picked up as of December 3rd from Mr. [redacted]’s warehouse. Ms. [redacted] spoke to Mr. [redacted] and offered her apology for the inconvenience he experienced.

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.

Regards,[redacted]

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.A woman did call me on the phone and after we spoke she called me back and stated she has taken care of this matter and I do not owe anything further in this matter. That is the way I knew Uhaul a trusted name would handle business and I am thank ful this was resolved just as I knew they would do. Thank you everyone for your time and effort Regards,[redacted]

December 9, 2013

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 sent him an email offering her sincere apology for the inconvenience he experienced with his rental. The total on his rental came to $468.88. As a gesture of goodwill and an apology, Mr. [redacted] was discounted his rental by $100. Ms. [redacted] added that they would further discount his rental by another $190.97, which is currently the amount owed to U-Haul. A refund for the furniture pads was also issued. She asked he forward a current address so his citizenship card can be sent 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

June 9, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Angelique F[redacted], our Executive Assistant for our Northern New Jersey Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and assured him she found no issues with the U-Haul truck he rented as far as mileage or fuel on prior rentals as well as after his rental.  In the interest of customer good faith, Ms. F[redacted] relayed she issued him a refund for $250 as a final 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, Maria P[redacted] Executive Assistant U-Haul International