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November 1, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr [redacted] [redacted] ***, our Executive Assistant for our Western Massachusetts and Vermont Regional Office, informed our office she received the bill for Mr [redacted] ’s moving helpers and issued him a check for the amount he paid, $ He should receive the check within the next 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, [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. The business has initiated the refund and I consider this complaint resolved. Regards, [redacted]

October 30, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms*** [redacted] , our Executive Assistant for our Western New York Regional Office, reviewed MsDemit’s recent comments to your office and sent her the following email in response: Good afternoon Ms***, I recently received your rebuttal to our Revdex.com response and I would like to help you however, we are still waiting on paperwork from the mechanic stating how U-Haul caused the remaining damageI received the pictures as well as the estimate for the repair but not the explanation from your mechanicUnfortunately we can do nothing without that explanationOnce we receive the write up we can can further address thisThank you, [redacted] Executive Assistant U-Haul CoOf Western New York [redacted] ** Victor, NY Office ###-###-#### Ext [redacted] 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

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 During the phone call in question, the representative was rude, could not give a straight answer, and said nothing could be done about any of the problems without confirmation of the quoteImmediately following that phone call, I went to the local uhaul office and acquired confirmation of the quoteI then contracted uhaul to inform them of thisAt that point the uhal representative did their best to side step the issue and place blame on another district/office and said that there was nothing they could do about itThey made a big deal on the initial phone call about how nothing could be done without proof of a quote, I acquire proof the quote, then they say they can't do anythingThey then tried to say that they had no records of us contacting uhaul on our moving day concerning the number of boxes and again tried to shift around blame and avoid any kind of responsibilityAfter they indicated they couldn't find any records of calls from my phone numberI informed them it was my wife that called as I was busy dealing with the move, and gave them her numberThey said they would look up the calls in their system from that number and would call me early the next weekThey never calledNote that it was the second phone call, the one where I informed the rep that I had proof of the quote, that they denied having records of us calling about a third boxAlso, we shouldn't of even needed to provide proof as the price could be pulled up if you placed an order (we couldn't do that due to uhaul "system problems" that prevented us from seeing any online options and had to rely on what we were being told by uhaul, it even took several days for them to book the option we ended up using due to "system problems").When the uhaul representative said we should have called about a third box, I informed her we did and that we were informed there were not boxes availableShe then said that we should have known boxes were in neighboring cities (over an hour away round trip)She attempted to blame us for not knowing information we had no way of knowing at the time unless told by uhaulThe entire conversation was her trying to avoid any kind of responsibility on the part of uhaul.Following this, we had disputed a charge for an extra ubox rental fee with American ExpressWe thought we had been charged twice for the box we needed to extend rental ofThe system at the time (like so many times) was experiencing "system problems" and the local representative couldn't tell exactly what the charge was forIt turns out we were not charged twice for the box we had to extend, but were charged for a box that was still within its rental windowNot only that, they send [redacted] documents to depute the claim with an inaccurate date that just so happened to support their claimLuckily we had a copy of the original and are re-disputing the charge Regards, [redacted]

June 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** [redacted] ***, our GM for our U-Haul Moving and Storage at Automall in Tucson, followed up on the information Mr [redacted] providedHe informed our office he issued a refund for $252.99, as requested, back to Mr***’s [redacted] accountThe 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 Assistant U-Haul International

August 3, 2016 BBB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted] . Mark G***, our Executive Assistant for our North Central New York Regional Office, followed up on the information Mr. [redacted] provided. He informed our office... Mr. [redacted] was contacted and explained the comparison between our in-town and one-way rates. He was told an in-town truck was available at an alternate location and the truck would need to be returned to the same location or he could rent a truck one-way and return it to a location near him. Mr. G***’s Traffic Department provided a discounted one-way rate and Mr. [redacted] was satisfied with the rental agreement. 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

October 2, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] *** Chris Z [redacted] , our Area Field Manager for our Missouri Regional Office, followed up on the information [redacted] ***s provided He informed our office he spoke to *** [redacted] and discussed his concerns [redacted] requested the difference between the rate of $792, which he paid, and the rate of $that he was offered for dropping at a different location MrZ [redacted] offered his personal apology and advised him of a refund for $100, which included an adjustment for the inconvenience he experienced The refund should post on his next Visa 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

July 2, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Our records indicate a refund for $was issued back to the credit card listed on the contract on June 18, 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 Assistant U-Haul International

December 3, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our GM of our U-Haul Moving and Storage at [redacted] in Jacksonville, FL, followed up on the information Mr [redacted] provided and sent him the following email on November 26th in response: [redacted] , I have tried contacting you and have left several voicemail in regards to your storage unit asking for a call back and have not heard back from youI will allow you to pay $which is rent for October along with late fees and move out by 11/29/Please give me a call back on my cell phone at ###-###-####Thank You, [redacted] 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

l.com> wrote:Okay, How can I reopen the claim or should I file a new complaintI've gotten the paperwork from Uhaul which support my claimI would like a refund of the monies that is owed to me Thank you, [redacted] ***

[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] ***

July 18, 2017 BBB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] . Jeff D [redacted] , our GM for our U-Haul Moving and Storage of W. Greenville, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] ... and advised her of a refund for the extra charge in the amount of $55.78. The refund was issued back to her Visa 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 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

[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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

August 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** Kevin C***, our Traffic Manager for our Boston Regional Office, followed up on the information Ms [redacted] provided He informed our office he contacted Ms*** and confirmed the pickup date for August 30th 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

Thank you for your concern for our customer Mr [redacted] .Our records indicate two separate checks, each for $150, were issued to Mr [redacted] on September 23rd as an adjustment for the two breakdowns he incurred with the U-Haul equipmentMr [redacted] will also be faxing over his airline ticket and phone bill for reimbursement of half the airline ticket and roaming charges during his breakdowns.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 7, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr*** [redacted] ***, our GM of our U-Haul Moving and Storage or Chelsea, followed up on the information Mr [redacted] providedHe informed our office he spoke to Mr [redacted] and advised him of a refund for the $fuel expenseMr [redacted] mentioned Mr [redacted] was requesting his mattress be replacedMr [redacted] need to contact R [redacted] if he wishes to file a claimThey 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 Assistant U-Haul International

Thank you for your continued concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our [redacted] Regional Office, reviewed Mr [redacted] ’s recent comments to your officeIn an effort to bring closure, a refund for $will be issued to Mr [redacted] in the interest of customer good faith.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response.Sincerely, [redacted] Executive AssistantU-Haul International

December 13, 2016 BBB ID#: 11865276 U-Haul Ref#: 1281525 Thank you for your concern for our customer [redacted] J. (***) Lechausse. Don Chae, our President for our San Diego Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he... spoke to Ms. [redacted] and advised her of a refund for $1,500 as an adjustment on her rental. The 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 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 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Trey B***, our President for our East Central Colorado Regional Office, followed up on the information Mr [redacted] provided He informed our office he attempted to contact Mr [redacted] and left a message for a return call When they spoke on June 11th, MrB [redacted] explained Mr [redacted] didn’t request a refund during their conversation and in fact thanked MrB [redacted] at the end of the call He will discuss the issue when he hears back 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 P [redacted] Executive Assistant U-Haul International

Thank you for your continued concern for our customer Ms [redacted] [redacted] ***, our Executive Assistant for our [redacted] Regional Office, reviewed Ms [redacted] ’s recent comments from your officeHe advised our office he did speak to Ms [redacted] and discussed her concernsMr [redacted] is sending her a VIP Certificate for $to use to pay for the delivery of her U-Box and she will call our U-Haul Center to schedule the delivery.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response.Sincerely, [redacted] Executive AssistantU-Haul International