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August 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer MrP [redacted] Michelle D [redacted] , our Traffic Manager for our Portland Regional Office, followed up on the information MrP [redacted] provided and sent the following email in response: Dear MrP [redacted] , please accept my apologies that we did not meet your expectations by having your boxes in the truck when you picked it upI have refunded your card for the purchaseif you have any other questions don't hesitate to contact meHave a great week 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

March 30, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Carolyn Jones, our Executive Assistant for our Louisville, KY Regional Office, followed up on the information Ms [redacted] provided She informed our office she contacted Ms [redacted] and advised her she spoke to our U-Haul Center GM and he relayed he has not seen the dresser mirror If Ms [redacted] would like to file a claim for a loss, she would need to contact RepWest Insurance Company at 528- A phone report will be taken and then an adjuster will contact her back for further follow upOur 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 Assistant U-Haul International Tell us why here

November 10, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] *** [redacted] ***, our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] providedHe informed our office he contacted [redacted] and advised him he had the extra day and extra mileage charge waived along with the $Service FeeThe only additional charge is for the damage, which is now being handled by RepWest Insurance Company [redacted] provided [redacted] with the contact information for RepWest to obtain a resolution 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 Assistant U-Haul International

I never agreed to pay $for *any [redacted] services from U-Haul The charge thatyou U-Haul made on October to my card was unauthorized and I have neverreceived any services from you for that charge I did agree to pay $345.95, and was charged on October 3rd , and do not disputethat charge, to have my U-Box delivered to my new residence, unloaded, andreturned to your Bryant Street location, on October 10, through your partnerwww.movinghelp.com.I have made many requests to U-Haul to remove the unauthorized charge you madeto my card for $on October 10, on many occasions and provided all of theinformation that I can possibly provide on those occasions On several of thoseoccasions, U-Haul representatives that were able to locate these two charges tomy card acknowledged the mistake and indicated that they would call me back.Check your recordings! I *never [redacted] received those calls back.Attached, I am sending you the receipt I received when I made the reservationfor the U-Box delivery, unloading, and return, with www.movinghelp.com You will note that this receipt indicates that my card was charged $onOctober 3, 2015, it provided me with a payment code that I provided to themovinghelp mover, Cesar Fernandez, upon his completion of unloading of theU-Box This charge appears on my cc statement as a charge from U-Haul inArizona on behalf of www.movinghelp.com.I have attached a snapshot of how that charge appeared on my credit card.On the morning of October 10, the Bryant Street location placed a charge of$ Since I had already paid all of my fees associated with my U-Box rental,I immediately recognized this as an unauthorized charge to my card, and calledthem that day to let them know And I have made many attempts over the past months to have U-Haul correct their error I have attached a snapshot of how the unauthorized charge made on October 10appeared on my credit card

February 27, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Clint S***, our GM for our U-Haul Moving and Storage at Statesville Road, followed up on the information Ms [redacted] provided He informed our office he issued a refund for the $Reservation Guarantee Fee back to her [redacted] account and left a message offering his apology for the inconvenience she experienced The refund should post on Ms [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

[redacted] [redacted] Revdex.com: 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] ***

May 20, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Ms [redacted] Fred W***, our President for our Northern Alberta, Saskatchewan and Northwest Territories, followed up on the information Ms [redacted] provided He informed our office he spoke to Ms [redacted] and was able to reach an amicable resolution A refund for $was issued back to Ms [redacted] ’s Visa account as an adjustment on her rental and should post on her next credit card statement She relayed she would continue to use U-Haul in the futureOur 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 Assistant U-Haul International

May 11, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer, Ms [redacted] John L**, a Senior Customer Service Agent, followed up on the information Ms [redacted] providedHe left a message for Ms [redacted] offering his apology for the inconvenience she experienced and advised her he added miles to her reservationHe also provided his call back number in case she had other concernsOur 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

[redacted] [redacted] Revdex.com: 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 When the money is received, will consider this complaint resolved Regards, [redacted]

January 18, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***Larry T [redacted] , our Field Manager for our Orange County Regional Office, followed up on the information Mr [redacted] provided He informed our office he left a message for Mr*** advising him of a refund for all the charged months for the U-Box rental He also left his personal cell phone number in case he had other questions The refund should post on Mr***’s 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 responseSincerely, Maria P [redacted] Executive Assistant U-Haul International

I am not accepting this response because a resolution has not been reached It is still in progress Once I hear back from Steve regarding the documents I have sent himI will update accordingly

January 11, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] .Sharon H***, our Executive Assistant for our Knoxville Regional Office, reviewed Ms [redacted] ’s recent comments She asked we relay that U-Haul is a do-it-yourself moving company and our customers save money by doing so Our Users Guide provides instructions, which includes direction to check all connections at every stop along the way MsH [redacted] mentioned Ms [redacted] moved over miles, which would warrant the hookup to be checked during her move She added that their 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,Maria P [redacted] Executive AssistantU-Haul International

[redacted] and [redacted] ***-same personI was recently marriedI was in constant contact with UHAUL during my rental which involved a VERY UNEXPECTED family emergency out of the wayI offered twice to return the rental to Nashville instead of AntiochTWICE I WAS TOLD NOIt was "no problem." I called UHAUL every single day to keep in contact with my contract and UHAULI was told by every single person I spoke with there was no charge and notes have been made on the accountEvery single time I called Antioch, IL to speak with the facility we were returning to, someone in Arizona answeredIt was IMPOSSIBLE to speak with the UHAUL facilityI had the notes read back to me by the AZ receiving phone calls - ALL OF WHICH SAID NO CHARGEIt was confirmed to me multiple timesWe would have modified the rental ASAP and returned to Nashville were the family emergency was if neededI explained in detail the family emergency and have hospital info tooAgain, I WAS TOLD NO CHARGESNow, the three people who were not able to make rentals is RIDICILOUSWhy in the world would you continue to rent out a vehicle tow trailer (which I was told was wanted) THREE TIMES if you have NO TRAILER to rent out? I was in contact every single day - WHY WOULD YOU?! Makes absolutely no sense to continue to make contacts for something you do not haveIn addition, I have zero ways of validating this informationI am just told, which could be anythingI am not dumb - it is easy to say three, six or ten peopleBut I have no way of knowing.I paid in full for my rental and trailerI refuse to pay additional cost when I was told by multiple people on multiple days that it is no problem and there is no chargeI am sure if you pull notes from my account, you will see what I am talking about - unless of course those notes no longer existWhich is out of my control and unfortunately would not surprise me one at allAbsolute worst company I have ever done business with in my life

October 25, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Gilda C***, our GM for our U-Haul Moving and Storage at Clark Ave., followed up on the information Ms [redacted] providedShe informed our office she left Ms [redacted] a detailed message informing her they did not do a double charge to her card ending in in the amount of $MsC [redacted] obtained a tracking number from our Credit Card Processing Department confirming we processed a credit for $on August 21stMsC [redacted] suggested Ms [redacted] call her credit card company and provide them with the tracking number she gave Ms [redacted] to verify U-Haul did not double charge her cardOur 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

November 4, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** Roxanne B***, 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***’s reservation scheduling does not qualify for a refund of the Reservation Guarantee Fee, MsB [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 $Reservation Guarantee Fee 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

September 29, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our Area Field Manager for our Knoxville Regional Office, followed up on the information Mr [redacted] provided He informed our office he attempted to reach Mr [redacted] on four separate occasions He left a message with his telephone number requesting a return call but had not heard back In case Mr [redacted] misplaced Mr [redacted] ’s telephone number, he can be reached at ###-###-####.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

July 20, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Jerry L***, our President for our Gulf Coast Texas Regional Office, followed up on the information Ms [redacted] provided He informed our office equipment to fill Ms [redacted] ’s reservation was located at two different locations, however, she opted to cancel the reservation as she did not wish to travel to secure the equipment needed for her move Unfortunately, we were not able to schedule pick up at her preferred pick up location because equipment was not available there Had we scheduled the equipment at a specific location and then did not have it available when she showed to pick up, Ms [redacted] would have been entitled to the $Reservation Guarantee Fee However, this was not the case and MrL [redacted] relayed she is not due a refund 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

I have yet to received any invoice with my new address so I do NOT accept what Uhaul is stating

May 2, Revdex.com ID#: [redacted] U-Haul ref#: [redacted] Thank you for your concern for our customers, Mrand Mrs [redacted] John H [redacted] , our President for our Atlanta West Regional Office, followed up on the information Mrs [redacted] providedHe informed our office he issued a refund for $back to their Visa account, which should post on their 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 P [redacted] Executive AssistantU-Haul International

Thank you for your concern for our customer Mr [redacted] [redacted] , our [redacted] for U-Haul International, followed up on the information Mr [redacted] providedHe left phone messages for Mr [redacted] requesting a call back but has not received a return callHe recently also sent Mr [redacted] the following email and hopes to hear back soon: Mr [redacted] , I am the Customer Advocate for U-Haul InternationalI have left some messages for you to please call me on my toll-free line so that we can resolve this together in a few minutes of conversationThis toll-free line rings directly on my desk: ###-###-####Looking forward to talking to you 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 Assistant U-Haul International