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June 22, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms***RepWest Insurance Company advised our office they do have a claim set up for Ms [redacted] regarding the driveway damageThey confirmed a U-Haul team member operating the forklift did scrape the driveway causing unknown damageRepWest explained that our Regional President has attempted to go to Ms***’s residence twice to get the driveway scrubbed clean and then take photos to see the extent of the damage and make a fair and reasonable offer to settleMs***, however, has declined this offer both timesShe had submitted an estimate to repair the driveway for $but it was not itemized, nor did it provide any details as to what repairs were being conductedRepWest is currently working on making contact with Ms***’s contractor to properly assess the damage and the actual cost to repair but has not yet received a call backWe 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 responseSincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here

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 [Provide details of why you are not satisfied with this resolution.]Yes, an individual from SW Ohio U Haul contacted me in September He just explained the difference between an in town rate and a one way rate It does not take a rocket scientist to figure that one out! What I wanted to know, and still want to know, is why there was a difference of approx 500% between the rates He said he did not know and recommended I write to U Haul headquarters I did that, TWICE, with no reply It was not until I conatcted the Revdex.com of Arizona, then I received a reply A U Haul person (Vickie) called me on a Sunday morning in December After a lengthy conversation, she informed me that the difference was in the drop off fee, about $350.00, that was included in my charge This was news to me! If you look at my contract, it says nothing about a drop off charge I can fax the document if U Haul cannot find itBottom line is, U Haul did not disclose all the fees for my rental I attempted to resolve the issue over the phone with SEVERAL individuals It was recommended that I write to U Haul corporate I did just that, TWICE with no reply Apparently, U Haul has enough customers that they do need to respond to a written request Funny how they answered right away when the Revdex.com called! What do I want? Nothing Will I rent from U Haul again? Only as a LAST RESORT! Will I recommend U Haul to my friends? Definitely not! In fact, because of their lack of response to my written requests, I'll go out of my way to NOT recommend them A little common courtesy from U Haul could have avoided all this They got their 'pound of flesh' from me but at what cost? Regards, *** [redacted]

September 15, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer MsVan D*** Brenda O***, our Executive Assistant for our [redacted] Regional Office, followed up on the information MsVan D [redacted] provided She informed our office she spoke to MsVan D [redacted] and offered her apology for problems she encountered She advised MsVan D [redacted] a refund for $was issued back to her American Express account on September 8th and should post on her next credit card statement As we value MsVan D [redacted] as a customer, MsO [redacted] also sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer Along with our basic truck and trailer rentals, we rent pitrucks and cargo vans We rent towing equipment, storage units, steam cleaners and garden equipment We sell permanent hitches, boxes, packing supplies and propane in addition to many other items 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] U-Haul International

I reject this response totally The 9ft van was to be picked up at an Inglewood location which was reserved at a Los Angeles location still listed on the website That is a U-Haul mess up, not mine Secondly, my pickup was in Los Angeles so why would I drive to Inglewood to turn around to go back to Los Angeles for my pick up? I never insisted on picking up at a location for U-Haul that does not exist by U-Hauls response to my complaint I insisted on picking up in Los Angeles where my belongings were I was offered a mile credit to go to Inglewood when Inglewood is more than miles from the location where I picked up the 10ft truck and where the initial pick up for the 9ft van was suppose to be U-Haul falsely advertised for a 9ft van at a location that does not rent U-Hauls! I think U-Haul should accept responsibility which they seem to have a problem doing U-Haul made mistakes the whole step of the way including this bogus response to my complaint My complaint stands as written period BTW if U-Haul does not have 9ft vans for rental then they should remove them from their advertisements or put more in rotation...I would also like to point out that I never received any credit, discount, or apology for their mistakes and rip-off Where is my credit/discount?

September 11, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] Our records indicate three separate credits were issued for $316.28, $and $all done on August 29th back to Ms [redacted] ’s Discover card accountThe Refunds should post on her next credit card statementWe 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 responseSincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here

Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our Central North Carolina Regional Office, followed up on the information Mr [redacted] providedHe informed our office the charges were correctedAs we value Mr [redacted] as a customer, Mr Dreier sent him 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 cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitchesOur 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

October 10, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr*** Chadwick R [redacted] our President for our South Alabama Regional Office, reviewed Mr***’s recent comments He informed our office a refund for the $Reservation Guarantee Fee was issued and no further refund will be issued 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

October 26, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Alex S [redacted] , our Traffic Manager for our Northern Wisconsin and the Upper Peninsula Regional Office, followed up on the information Mr [redacted] provided and sent him the following email in response: Mr [redacted] , My name is Alex S [redacted] I am contacting you in regards to the issues you have had with your recent U-Haul rentalIn order for us to determine if a refund is necessaryWe will need copies of the receipts of your hotel staysPlease contact me at your earliest convenience 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, Maria P [redacted] Executive Assistant U-Haul International

July 31, 2017Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] .David L***, our GM for our U-Haul Moving and Storage at San Pedro, followed up on the information Ms [redacted] providedHe informed our office Ms [redacted] was contacted and advised of a VIP Certificate he issued her in the amount of $MrL [redacted] relayed she could use her Certificate toward U-Box storageMs [redacted] confirmed she received the email and expressed her satisfaction with the 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,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 until 2/15/16 for the business to perform this action and, if it does, will consider this complaint resolved. Regards, Courtney ***

April 17, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** [redacted] , our Executive Assistant for our Memphis Regional Office, followed up on the information Ms [redacted] providedHe informed our office he left a message for Ms [redacted] requesting a return call to personally address her concernsHe also relayed he had issued her a refund for $as an adjustment on her rentalThe refund should post on her next Visa credit card statement As we value Ms [redacted] as a customer, Mr [redacted] also sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offerIn addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vansWe rent storage units, garden equipment and steam cleanersWe sell boxes, bubble pack, rope, tape and propaneWe also sell and install permanent hitches 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

February 28, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] David A***, our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms [redacted] provided He informed our office he spoke to Ms [redacted] and found the Promissory Note was not canceled He contacted our Collections Department and had the Note canceled as well as removed Ms [redacted] ’s name from E-Alert As we value Ms [redacted] as a customer, MrA [redacted] also sent her a $VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer MrA [redacted] provided his cell phone number in case she had any concerns regarding her 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

July 18, Revdex.com ID# [redacted] U-Haul ID# [redacted] Thank you for your concern for our customer Mr*** Steve B [redacted] our Customer Service Program Manager for U-Haul International, followed up on the information Mr [redacted] provided He spoke to Mr [redacted] and also sent him the email below as follow up to their phone conversation on July 14th: Mr***, We spoke seconds ago, and you indicted that you were in the middle of something and asked that I send you an emailI am the Program Manager of U-Haul Customer Service and your concern was forwarded to me for review and responseI very much want to address your issues and come to a cooperative conclusionPlease contact me at either of my direct phone numbers: [redacted] I look forward to discussing this with you.--Steve B [redacted] Program Manager 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

June 19, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms [redacted] Jon S [redacted] , our President for our Atlanta South Regional Office, reviewed Ms [redacted] ’s recent commentsHe informed our office that both him and his Traffic Manager have attempted to reach Ms [redacted] on multiple occasions but have been unsuccessfulHe relayed he looks forward to addressing Ms [redacted] ’s concerns when he hears back from herWe 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 responseSincerely,Maria P [redacted] Executive AssistantU-Haul InternationalTell us why here

February 7, 2017 BBB ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted] . Chadwick R***, our President for our Southern Alabama Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he... settled Mr. [redacted] ’s claim for the full amount he requested regarding damage to his furniture although Mr. [redacted] did nothing to prevent the damages. Our U-Haul Center also offered Mr. [redacted] a $100 VIP Certificate but he declined. Mr. R [redacted] added that a full refund for the truck rental will not be issued. 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

I spoke with Mason on October 25th and he said that he would refund me the amount requestedI waited until November 1st to see if the funds were deposited back and they weren'tFor a second time on Wednesday NOvember 1st, I called Mason back asking why they haven't arrived yetHe looked into the case again and said that he's trying to refund the amount requestedThe first time he said there was a denial and it didn't go through which doesn't make any senseI think they have my card number wrongSo now he's trying again and told me to wait another 3-business daysI called my credit card company on Wednesday and they said that if there's any refund to go back to the credit card, it will never be deniedSo they probably have my card number wrong, I don't knowThey should check the credit card number againotherwise, I won't accept this until those funds are deposited back

August 16, Revdex.com ID#: [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer Mr [redacted] Please be advised the majority of traffic citations involving U-Haul trucks and trailers are mailed to U-Haul International because the equipment is registered to U-HaulThere is usually a timeline in which the citation must be paidIn order to avoid our equipment from receiving any further violations because of a non-paid citation, we pay them directly and then in turn research to see who had the equipment in their possession at the time of the violationThe fee is then charged to our customer responsible for the violationThe additional $fee was a U-Haul Administrative Fee for processing the violationMr [redacted] was not charged a late feeIn the interest of customer good faith, we will reverse the $fee and credit his credit card to resolve the issueThe 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,Maria P [redacted] Executive AssistantU-Haul International

The reason I declined,is AJ from U-Haul called me,he said all trucks shimmy and shake and it takes that much gas of almost 400.00 dollars to go 350 miles,he knew the truck did not have the key for the door,but yet they rented it without telling us about any of the problems,that could have been a disaster,if we had stopped along the road,I am asking for a full refund,since they were aware of the problem and still rented the truck to us without saying one word about the problems,that is knowing about a problem and failing to tell us, [redacted] and [redacted] should not be employed doing these sort of things [redacted] flat out lied,when he said he straightened the problem out with me,I told him apology don't get it and hung up,that is the only time I talked to him.Why are they allowed to rent vehicles out when they know of the problems, [redacted] said it was the customers responsibility. [redacted] -President Burkhardt/Springfield Neighborhood

March 20, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms [redacted] [redacted] , our GM for our U-Haul of [redacted] , followed up on the information Ms [redacted] providedHe informed our office he made two separate attempts to reach Ms [redacted] but has not received a return callHe would like the opportunity to personally address her concerns in order to reach a resolutionHe did mention he found no odometer discrepancies after checking previous rentals and rentals after hers in addition to the return and dispatch tag 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 am requesting that Uhaul waive the repair fee for the minor damage done to their rental vehicle on that date in question Since the truck was NEVER TAKEN OUT OF SERVICE, it seems to me that the damage was considered very minorI took every precaution when driving the rental vehicle MILES for the move that day and there was no signage indicating that the tree branch was too low for the truck's box to clear it I stopped at the spot, looked to see if clearance would occur and proceeded at