U-Haul International, Inc.

July 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   In an effort to bring closure and in the interest of our customer, Ms. [redacted], a refund check for the $50 Reservation Guarantee Fee was issued to her.  She should receive the check 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, Maria P[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,[redacted]

June 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] concerns to our office.

Both [redacted], our Executive Assistant for our Cleveland Regional Office, and [redacted], our GM for...

our U-Haul Moving and Storage at Clark Ave., followed up on the information Mr. [redacted] provided. When Mr. [redacted] attempted to rent a U-Haul truck, we found there was a match on the information he provided with a [redacted], who is currently on E-Alert for non-payment of several contracts. Mr. [redacted] is associated with [redacted], Inc and owes over $600 in unpaid rental fees. Because of the match, Mr. [redacted] has now been linked to the E-Alert file we have on Mr. [redacted] and [redacted], Inc. Please be advised we are not holding Mr. [redacted] liable for the debt, however, until the debt is paid in full, he will not be able to rent from U-Haul.

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 [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke...

to Mr. [redacted] and calculated his rental from [redacted] to Edmonton to be a total of $909.09. He paid previously $1,579.58 and had already been issued a refund for $110, leaving a balance of $578.49 owed to him. The refund for $578.49 was issued back to Mr. [redacted]’s [redacted] 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

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.

I called the UHaul office on Monday, September 8th and left a message with the office (receptionist) for [redacted].  The receptionist indicated [redacted] was briefly out of the office but would be back in that day.  I left my wife's cell phone [redacted] and asked for her to please call back.  Per her and [redacted] written response, I wanted to discuss and ask how on earth it would have been our fault to break a hitch.   I have received no call back as of Saturday, September 13th.  

Regards,

December 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] from Moving Help followed up on the information Mr. [redacted] provided and sent him the...

following email in response:

Dear [redacted], Thank you for contacting Moving Help; customer support. We received a Revdex.com complaint that you sent in to U-Haul. We show that you had placed a total of 2 order request with Moving Help, [redacted] We show that you had scheduled hands on loading; unloading service in Alexandria, VA and Carter Moving and Delivery in Houston, TX. We show that you cancelled hand on loading; unloading service due to you not being able to get a hold of them. At that point we refunded you a total of $227.00. You called Moving Help again and rescheduled with a different moving helper, Ortiz Movers. Again, you were not able to get a hold of that moving helper so you cancelled and we refunded a total of $211.45. Both service requests have been cancelled and your funds were sent to your credit card institution. Moving Helpers do not work for [redacted], they are self-employed individuals who advertise their services on our site. Moving Helpers are responsible for their customer satisfaction and level of service. We are not able to guarantee their service due to them managing their own business and schedules. If you are seeking compensation for your time, you would have to pursue the moving helper directly. Below I have provided you with the moving helpers' information: Hands on loading; unloading service [redacted] 8[redacted] Silver Spring, MD 20910 [redacted]dc@[redacted] ###-###-#### Ortiz Movers Jocelyn Ortiz 7316 Lee Highway T1 Falls Church, VA 22046 [redacted]@[redacted] ###-###-#### ###-###-#### ###-###-#### Thank you, [redacted] Moving Help; Customer Support Team

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.  The refund has been received and therefore this complaint is resolved. I appreciate the help and I am very fortunate to receive such a quick response! Regards,[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 and sent her the following email in response:

Hello [redacted], Please accept our sincere apology for the delay in...

shipping. You file has been reviewed and a credit in the amount of $300.00 has been applied to your credit card. Thank you for taking the time to contact us. U-Haul Customer Service

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this [redacted]er to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

January 20, 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 informed our office he issued a refund for $50 as requested back 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

March 3, 2014

BB* ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Customer Advocate-Program Manager advised me Ms. [redacted]’s name was removed from her review that she had submitted herself. Only the first name and last initial appear, which were automatically generated when she created the review. We are in compliance with her request since her name has been removed.

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

[redacted]  [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.

Regards,

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 New Hampshire and Maine...

regional office, followed up on th information Ms. [redacted] provided. She contacted Ms. [redacted] and addressed her concerns. She offered her apology and assured her they have taken appropriate action with all involved to prevent the situation from happening 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,

 

Executive Assistant

U-Haul International

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.

[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 they were able to reach an amicable agreement. Mr. [redacted] assured her he would counsel our Area Field Manager who handled her objection and would also issue a refund for the full amount of rental. The refund was issued to the [redacted] account listed on the rental agreement and should post on their next credit card statement. Mr. [redacted] offered his sincere apology and assured Ms. [redacted] what they experienced was not the norm for U-Haul. Ms. [redacted] expressed her appreciation for the call.

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 23, 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 advised Mr. [redacted] she was issuing them a refund for $350 for the late delivery of their U-Box. The refund was issued to the credit card provided 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

July 31, 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 him the following...

email in response:Dear [redacted], I would like to sincerely apologize for the hassle and inconveniences you experienced during your recent U-Haul rental.I understand that moving itself can be very stressful. In a effort to alleviate some of that stress, we have implemented a scheduling process to route trucks and trailers to areas that are in need of equipment. Scheduling and confirming the reservation the day prior to the move gives us an opportunity to get equipment where its needed for a future reservation. From time to time, there are situations that occur that are beyond anyone's control that may inhibit use from getting equipment to a particular location. Some of those situations may be a mechanical breakdown, accident, or even weather conditions the current renter may be facing. Because of those unforeseeale circumstances, we have information listed on our website explaining our reservation process and policies on scheduling. This information can be found at the link below:[redacted]

We strive to have trucks and trailers available to all our customers, however sometimes we are unable to fulfill every reservation made. When this happen, we do offer compensation when we are unable to uphold a reservation as agreed upon. Compensation is offered through our Reservation Guarantee program. After doing some research on your contract, and discussing your issues with the Traffic Manager, we will issue you a credit in the amout of $50.00. I will have to check in with the Area Field Manager to see why All Phase in [redacted] was not open on the day of your rental, but that might explain why our traffic department moved your reservation to the nearest location. So in addition, I will compensate you for your travel and credit you another $50.00 for travel time. I would also like to offer you a $50.00 VIP. This certificate is good at any of our 17,000 U-Haul locations and can be used towards future rentals, moving supplies, hitch sales or installation, storage rooms, propane and other general rental items. They are valid for two years from date issued, are transferable and can be given as gifts. You will be receiving them from my Corp office via email shortly. Again, I am sorry. Thank you for your patronage and we hope to do business with you again in the future.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

Hi,Uhaul of Shoreline did in fact called me on 8/24/15, but there was no voicemail left. I can show my phone log to prove that. I am yet to get an explanation of what happened and an excuse of some kind.I did see a refund posted on my account for the amount that was disputed.The $$ amount we're talking about is not large, therefore it's a matter of a prinicipal and I would like to get a manager explained to me what has happened. The way we were treated at Kirkland Uhaul location was absolutely not acceptable and very, very rude.I am available via email and while I may not respond to phone calls right away during work hours, I always call back

Regards,

[redacted]  [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.

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.

I have made several attemts to reach [redacted] and since June 2nd I have never heard from him. They are obviously beating around the bush and refuse to take any action. It's obvious to me they are disregarding this matter. Why should I keep trying to reach out to them when if they truly cared about their customers they would be reaching out and finding a resolution?

Regards,

August 28, 2015
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 Northern Wisconsin and the UP Regional Office, reviewed the recent information Mr. [redacted] provided.  In the interest of customer good faith, she issued a supplement refund for the balance of $32.56 in addition to the $17 refund initially offered.  Both refunds should post on his next [redacted] 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,

Executive Assistant
U-Haul International

May 6, 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 Philadelphia...

regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced during her move. He also advised her of a refund for $80 as requested. Ms. [redacted] should receive the refund 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