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June 30, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Sean F [redacted] , a Program Manager for Moving Help, followed up on the information Mr [redacted] provided and sent him the following email in response: Dear Scott, We're contacting you regarding a recent Revdex.com (Revdex.com) complaint for the services you received by your Moving Helpers located in TexasWhen damages arise, customers are directed to resolve the issue directly with the Moving Helper involvedMoving Help has provided tools such as the Dispute Resolution Center to help customersThe Resolution Center will assist you through an on-line dialogue with your Moving HelperIt is designed to shape communications into a constructive and polite solutionHere are the steps to do so: Log on to movinghelp.com Click on the Customer Service tab Click Resolve an Issue that appears as a linkEnter the email address and last of the credit card used to place that order Click on the name of the service provider and follow the instructions If you wish to pursue the Moving Helper for compensation through other means, you may use the information provided below to assist in the matter [redacted] *** [redacted] , TX ###-###-#### [redacted] @yahoo.com Thank you, Sean F [redacted] Moving Help Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely,Maria P [redacted] Executive AssistantU-Haul International

April 3, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer MsDunnSteve Langford, our President for our Saint Louis Regional Office, followed up on the information MsDunn providedHe informed our office MsDunn was contacted and a message left advising her of a refund for $that was issued back to her Visa accountThe refund should post on her next credit card statementOur customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely,Maria PalmisanoExecutive AssistantU-Haul International

October 10, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Janet K***, our Executive Assistant for our East Sacramento Regional Office, followed up on the information Ms [redacted] providedShe advised our office she previously spoke to Ms [redacted] as did our Regional President and Area Field Manager regarding her U-Haul transactionHer U-Box shipment was made to the location as designated by Ms [redacted] Emails were sent to her on the shipment and reminding her of the pending chargeMs [redacted] has not paid for the shipment and when she knew we would be applying the charge, she went to her bank last week and withdrew all funds so we could not collectMsK [redacted] stated, the fact is her items were shipped at her direction and U-Haul has not been paid, nor does it appear Ms [redacted] plans on making good on the paymentWhen MsK [redacted] asked when she planned to pay, Ms [redacted] refused to answerOur customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here

May 27, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] James M [redacted] , our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Mr [redacted] provided He informed our office they attempted to speak to Mr [redacted] to offer a personal apology but the call went to his voicemail A message was left explaining a refund for the $Reservation Guarantee Fee along with a call back number MrM [redacted] assured our office appropriate action to correct future interactions will be taken with the employee involved The refund should post on Mr [redacted] ’s next credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-Haul International

That person did contact meI advised her that I wish to communicate via email only in order to keep an accurate record of everything saidI have yet to hear backApparently they no longer wish to put their communications in writingConsidering all the lies and dishonesty I have experienced with Uhaul so far, it doesn't surprise me.The only acceptable resolution at this point is a full refundRegards, [redacted] ***

The refund of the wiring was done back in March (after a particularly bad customer service experience - see previous correspondence The refund was a result of them failing to properly diagnose and correct the problem The refund covered this wiring which was all completely removed from the vehicle Why would I be expected to pay for a product that was essentially returned? The refund was not a goodwill gesture but instead and refund for returned good I am still out of pocket after this refund because I had to take the vehicle to another installer to have wiring installed that actually worked so that I could legally towIn the end, it ended up costing me more to go to U-Haul than had I had a complete package (tow bar and wiring) installed by another provider from the onset Again, the refund covered wiring that was removed and returned to U-HaulTo date, I have not be compensated in anyway for the additional out of pocket expenses I incurred having to have another installer provide working wiring I made multiple trips to U-Haul with a ride following (cost of gas times two vehicles), I spent considerable hours sitting in your parking lot waiting for the installer to diagnose and correct the malfunctioning wiring, I even ended up taking a day off work to call around to other installers/dealerships to attempt to trouble-shoot the problem and figure out a solution since no one at U-Haul could be bothered to act on my behalf I am still seeking a further refund equivalent to the cost of my having another provider install wiring since U-Haul was unable to get the problem sorted I paid for a lifetime warrantly on the hitch and wiringEsssentially, U-Haul is not/did not honour their own warrant that they sold/promised me If they did not have the knowledge or ability to correct the installation themselves, they should cover the cost for another provider to do so

September 5, 2017Revdex.com ID#: [redacted] U-Haul [redacted] Thank you for your continued concern for our customer Mr***.Once the customer gives the payment code to the movers, Moving Help cannot get the money back Mr [redacted] needs to pursue the moving helper directly Please refer back to the information I provided in my initial letter to your office 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 AssistantU-Haul International

Although I never spoke to anyone, my office manager was contacted by someone at U-Haul and then a wrecker service came out and picked up the U-boxI very much appreciate the quick response and resolution to this matterI am very satisfied with the company's attention and quick action regarding this situation Sincerely, [redacted]

Revdex.com: 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 himThey are obviously beating around the bush and refuse to take any actionIt's obvious to me they are disregarding this matterWhy 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, [redacted]

November 28, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] ***, our GM for our U-Haul of [redacted] , followed up on the information Mr [redacted] provided He informed our office he issued a refund for $back to Mr [redacted] ’s *** account as requested 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 themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-Haul International

so here is a copy of an email from [redacted] ***, saying the contract was complete at 11:30, now you say it says 11:40, seems the only people conflicted are youFurthermore I find it even more compelling that even minutes of wait time is acceptable to youEspecially when I completed "express online check in" to "save time at the counter" I shutter to think of how long I would've waited if I didn't do thatThis resolution is still highly unacceptableI will forward this information to anyone I meet about uhaul, and I'm going to see if a local news or social media outlet can run a consumer alert story on thisI have used uhaul probably times in my life, I will never use them again , I hope $and getting your companies name dragged through the dirt was worth a regional managers ego, and inability to get facts straight or do his job, it's scary to think you stand behind such a foolish decision

I understand that we dropped the trailer off at a different destination I am not disputing that However, when I spoke to the representative on the phone, before we had ever left, and within hours of picking up the trailer, she said "We would be charged a difference in rate, if there was any." She did not tell me I was guaranteed to pay a Wrong Destination Fee That is what it is labeled and charged as: "Wrong Destination Fee" Not a "possible" rate difference Again, if they had told me I was guaranteed to pay fee, I would have taken the trailer back and re-rented it with the correct destination I believe the $fee is inflated as well, because when I ran a two quotes online from the same exact pick up point to my two different possible destinations, the rate I was quoted was only $different

Revdex.com: 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 Thank you for your emailThe reason I rejected their offer is because I think it is only fair for Uhaul to offer me a round trip truck from Atlanta to Birmingham to pick up my itemsI thank them for the refund for the hotel, but I was not told, I was PROMISED a truck that never was available, unbeknownst to meI was flexible in the options from the trailer to a truck and driving all over for hours and then the following day as wellMy items are still in storage that I am still paying for since I was not able to bring home my items due to all the issues with Uhaul Regards, [redacted]

March 20, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted] ***, whose name is on the rental agreement Kathy L [redacted] , our Executive Assistant for our Western New York Regional Office, followed up on the information Ms [redacted] provided and sent her the following email in response: Good Afternoon [redacted] , I am reaching out to you in regards to the Revdex.com complaint you filed with your recent U-Haul rentalThe phone call with Leonora was reviewed by her manager who is also reviewing it with herHe will be providing her further training to prevent a similar situation from happening in the futureI do apologize for this misunderstandingThank you, Katie Lansing Executive Assistant U-Haul Coof Western New York Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-Haul International

Revdex.com: 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 There are two problems with the response from U-HaulFirst off they are continuing to destroy the credibility with me by basically calling me a liarThe provide horrible customer service, put me on the road with a piece of equipment that had major malfunctions and just try to hide itNo, the truck DID have electrical and braking issuesI was driving it down the interstate when the head***s failed, I mean really? Why would I complain about that if it were not true!?!? Next there response regarding the storage reservation is totally falseI walked the ENTIRE storage facility with the owner, [redacted] , and they did not have one single unit available! Not large, not small not the one U-Haul allowed me to reserveIn their statement U-Haul says the facility did not have what I needed on such short notice, well then WHY did U-Haul let me reserve it? At this point I am demanding a full refund, I had a horrible moving experience thanks to U-Haul, they have failed over and over in this case and apparently refuse to accept responsibility, now I am being called a liar and the are making allegations of dishonesty against me as a customerTheir partial refund nor their statement is acceptable Regards, [redacted]

January 24, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted] ***, whose name is on the rental contract Tony N [redacted] , our Area Field Manager for our Iowa Regional Office, followed up on the information Ms*** provided He informed our office he spoke to Ms [redacted] and obtained her credit card information for the refund A refund for $was issued back to her credit card account 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 themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P [redacted] Executive Assistant U-Haul International

November 19, 2015Revdex.com ID#: [redacted] U-Haul Ref#: 9***Thank you for your continued concern for our customers [redacted] and [redacted] After another review of the situation and the recent comments from Mr***, please be advised we stand by the information MrP***, our President for our Phoenix Metro Regional Office, previously offered However, as we value Ms [redacted] and Mr [redacted] as customers, I have taken the liberty of sending them a $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 vansWe rent storage units, garden equipment and steam cleaners We sell boxes, bubble pack, rope, tape and propane We also sell and install permanent hitches.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] U-Haul International

August 9, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] .Patricia P***, our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr [redacted] providedShe informed our office she sent Mr [redacted] a letter explaining she spoke to the claims adjuster and was advised they were closing the claim and no further demands for damage payments would be sent to him.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P [redacted] Executive AssistantU-Haul International

June 29, Revdex.com ID#: [redacted] U-Haul Reference id: Thank you for your concern for our customer Mr [redacted] Stephanie Gill, Traffic Control Manager, left a message for Mr [redacted] on 6/27/and apologized for the service he receivedMr [redacted] was given the $reservation guarantee, and his total rental charges were reversed, in the amount of $ Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Penny S [redacted] Executive Assistant U-Haul International

September 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***Lisa S [redacted] , our Traffic Manager for our South Alabama Regional Office, followed up on the information Mr [redacted] provided She informed our office options were offered with available equipment We offered a one-way from Mobile back to Fairhope or a 26-foot truck for 24-hours in Robertsdale Mr [redacted] relayed the options we offered would not work for him and he rented a truck with [redacted] , which was slightly higher A refund for the $Reservation Guarantee Fee was issued back to Mr***’s Visa account on August 27th, which more than covered the difference in rates 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 themThank you for bringing this matter to our attention and allowing us to offer a responseSincerely,Maria P [redacted] Executive AssistantU-Haul International