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November 23, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr***.Anthony F [redacted] our Area Field Manager for our Fort Lauderdale Regional Office, reviewed Mr***’s recent comments He informed our office he issued Mr [redacted] a refund for the $Reservation Guarantee Fee back to his Visa account The refund should post on his 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,Maria P [redacted] U-Haul International

Thank you for your concern for our customer [redacted] the Area Field Manager for the [redacted] dealer credited $to Mr[redacted] Card,, The credit should appear on Mr, [redacted] next credit card statement,Our customers arevery important ro us and we regret to hear of situations that causeproblems for themThank you for bringing this matter to ourattention and allowing us to offer a response.Sincerely, [redacted] Executive AssistantU-haul International

Maria P [redacted] ,Thank you for your responseWhile the template of your comments would appear logically stated you are missing the fact of all the procedural failures on U-Haul's behalfThe on-site managers/associates neglected to provide any tutorials/details on the towing instructions, the after-hours U-Haul customer service representative failed to provide assistance and repeatedly tried to get out of a claimThe compiled failures of U-Haul was a result of myself needing to call an after-hours towing service that instructed me the correct procedureHowever, the failed attempts of U-Hauls Customer Service provided a delay of my moving time by 12+ hours, damaged car/dead battery and added expenses to compensate the damages/tripWhile U-Haul will continue to hold their ground, and claim they have done everything they can we all understand that isn't trueThe negligence, failed customer service, poor management and a market president that defends these failures is a representation of the company structureIf all my issues were handled promptly and professionally I would have settled for the provided compensation that the Market President contributedHowever, due to U-Haul's inability to provide quality customer service, and now over a month dealing with this issue, I am asking for full compensationA company that becomes reactive to issues/problems will often lose their quality of service, and the ability to see the full picture because the representatives are likely "putting out the fires." If full compensation is provided I will no longer pursue this case, and I will move on as if nothing happenedHowever, if full compensation is not provided I will continue to make my story present on all social media platforms, and other sites that provide reviews of U-HaulThank you, - [redacted]

August 3, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Samantha S [redacted] , Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Ms [redacted] provided She informed our office she left a message on July 26th requesting a return call She relayed she will issue a refund for the $Reservation Guarantee Fee after she speaks to Ms [redacted] 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 response Sincerely, Maria Palmisano Executive Assistant U-Haul International

April 28, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our Utah Regional Office, followed up on the information Mr [redacted] providedShe informed our office she contacted Mr [redacted] and advised him of a refund for the install and damages according to the repair receiptsMr [redacted] will be coming into our U-Haul location for the 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, [redacted] Executive Assistant U-Haul International

August 9, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Stacy D***, our Executive Assistant for our Richmond Regional Office, followed up on the information Ms [redacted] provided She informed our office Ms [redacted] was contacted and offered an apology for the poor service she received She also assured our office the employees involved would be addressed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul 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

December 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] ***, our Executive Assistant for our Metro DC Regional Office, followed up on the information Mr [redacted] providedShe informed our office she spoke to Mr [redacted] and they were able to reach an amicable resolutionA refund for the base truck rental fee and fuel was issued back to Mr [redacted] ’ [redacted] Card accountThe refund for $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 Assistant U-Haul International

November 4, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer [redacted] Tyeva R [redacted] , our GM for our U-Haul Moving and Storage at Airline Blvd, reviewed the recent comments from MsClemons’ mother, [redacted] MsR [redacted] informed our office she has talked to Ms [redacted] on more than one occasion and Ms [redacted] understands the charges on the rental contract are correct Please be advised our 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 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 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,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, [redacted]

December 29, 2015BBB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for forwarding Ms. [redacted] additional comments to our office. Again, please be advised the name on the U-Haul contract is listed as [redacted] .Ramon M***, our President for our Southern Massachusetts and Cape Cod, reviewed Ms. [redacted] recent comments. He explained that both our Field Manager and GM of our U-Haul Center have addressed Ms. [redacted] concerns by phone and in person. Ms. [redacted] authorized her credit card to be used for the rental. Since the equipment was not returned as contracted, the credit card on file was used to pay the balance of the rental. If another form of payment can be provided, we would be happy to refund Ms. [redacted] card as soon as collection for the rental is paid by an alternate method. Until this can be done, Mr. M [redacted] considers the matter closed. 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

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 refused the $credit to the uhal store because I dont need itIf it was $i would reject it its no good to meIt would be nice to have a $refund towards the truck that I overpaid for and filled when I braught it back and was charged to fill it again Regards, [redacted]

[redacted] Senior Agent, Customer ServiceU-Haul InternationalAugust 25, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr [redacted] provided She informed our office when the rental was generated for the 15-foot truck, he accepted a $discount on the truck as well as a reduced mileage rate from $a mile to $a mile He also received furniture pads and a dolly at no charge This resulted in a discount of $off the rental Mr [redacted] used the equipment as contracted and completed his move Ms [redacted] went on to say he was compensated for the inconvenience he experienced with the discount provided.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

August 14, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] George R***, our GM for our U-Haul Moving and Storage of Citrus Heights, followed up on the information Ms [redacted] provided He informed our office refund checks for $and $were issued to Mr [redacted] as an adjustment She should receive the checks within the next business days 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

December 1, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** [redacted] ***, our GM of our U-Haul at [redacted] ***in Fort Collins, followed up on the information Ms [redacted] providedHe informed our office he spoke to Ms [redacted] and addressed her concernsHe advised her of a refund for $that was issued back to her Visa account as an adjustment on her rentalThe 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 themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, [redacted] Executive Assistant U-Haul International

I did speak with Mr L [redacted] via telephone and email We have not been able to reach a resolution as of today 5/17/ I have requested service records of the truck and tires and was told I am not able to see them I am attaching pictures of the retread tire for your review MrL [redacted] via email told me 05/14/that he would be reviewing my pictures and would let me know his thoughts I sent a follow up email today and I am waiting to hear from him I am hopeful that until a resolution can be reached that the Revdex.com will continue to keep my claim open Thank You, [redacted] ***

June 30, 2015Revdex.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 and sent him the following email in response:Mr [redacted] , I am writing you in regards to your Revdex.com file I have reviewed all the information on the trailer detachment and have determined that U-Haul is not at fault for the damage on your vehicleIf you have any additional questions please feel free to contact me at ###-###-#### Thank you [redacted] Executive AssistantOur 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

June 25, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Taylor G [redacted] , our GM for our Boynton Beach Regional Office, followed up on the information Ms [redacted] provided He informed our office he spoke to Ms [redacted] and explained a refund for fuel was not due but a refund for the extra day charge of $was issued on June 12th The refund should post on her next Visa 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

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. The manager or whoever didn't address the fact that when I returned the truck, it had 7/8 of the tank full (as noted on their receipt). Additionally, I have scanned the gas receipt (also attached). It was very light when I scanned - I can attempt to scan it again if you cannot read it. Regards, [redacted] ***

March 11, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] Thomas S***, our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms [redacted] provided He informed our office he spoke to Ms [redacted] and discussed her concerns Our GM of the U-Haul Center relayed he would never threaten a customer with the loss of their possessions and understands Ms [redacted] is not happy that she had to pay for the one-month fee but also mentioned he did waive a lien status fee and multiple late fees Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bring [redacted] this matter to our attention and allow [redacted] us to offer a responseSincerely, Maria P [redacted] Executive Assistant U-Haul International Tell us why here

[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.] 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] ***