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January 20, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Our South Carolina Regional Office followed up on the information Mr [redacted] provided and requested a check for $1,to be issued to him The check was mailed on January 17th and should be received within business daysOur 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

February 2, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer [redacted] ***[redacted] ***, our Traffic Manager for our [redacted] , followed up on the information [redacted] providedShe informed our office she spoke to [redacted] and advised him of a refund for the $Reservation Guarantee Fee in addition to 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 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 AssistantU-Haul International

October 10, 2014Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms***[redacted] , our Executive Assistant for our Western New York Regional Office, followed up on the information Ms [redacted] provided and informed our office she has been in touch with Ms*** Ms [redacted] will be going into a U-Haul location to confirm if the hitch is in fact the wrong one for her vehicle and if so, the cost will be refundedOur 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 25, 2015Revdex.com ID# [redacted] U-Haul Ref#: [redacted] Thank you for forwarding Mrs [redacted] concerns to our attention[redacted] , our Executive Assistant for our Pittsburgh Regional Office, followed up on the information Mrs [redacted] provided and sent her the following in response:Dear [redacted] , I would like to thank you for bringing your situation to our attention.It is always U-Haul’s intention to offer the best product and serviceWe do, however, have customers who are not satisfied with our servicesWe have carefully reviewed your transactionThe Glenshaw location did have signed authorization to collect the charges due, in the form of a signed rental agreement in your nameThe equipment was returned after hours on 07/22/and final total charges were calculated upon opening of business the following morningA promissory note was created to settle the unpaid balance and payment was finally collected on 08/04/as authorized and agreed to per the rental agreementYour charges appear to be correct based on fuel levels and mileage at dispatch and returnThere is a fee associated with the promissory note that I have credited back to your account as a gesture of good willWe do, as a company, stand by our people and service.Sincerely, [redacted] U-Haul Coof PittsburghOur 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 17, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] , our Executive Assistant for our [redacted] West Regional Office, followed up on the information Mr [redacted] providedShe informed our office she spoke to Ms [redacted] and offered her apology for the inconvenience he experienced and explained she wrote off the amount of $to show a zero balance on the accountThe next payment will be due July 20th 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

October 13, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms*** [redacted] , our Field Manager for our East Bay Regional Office located in Oakland, reviewed Ms***’s recent comments to your office He informed our office he has been in contact with Ms [redacted] and is currently working on reaching a resolution.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

Monday, June 12, Revdex.com ID#: [redacted] U-Haul Reference id #: [redacted] Thank you for your concern for our customer Mr*** Amy C**, Marketing Company President of U-Haul of Southern Virginia, reached out to Mr***MsC [redacted] left a message stating she had contacted the [redacted] dealership in regards to our install voiding a customer’s warranty and they indicated a hitch installation would not void a customer’s warrantyMsC [redacted] stated that the hitch and wiring were installed per the manufactures installation videoAny damage that may have occurred due to Mr***’s removing the panels himself or trying to uninstall without proper instructions we will not be able to coverMsC [redacted] let Mr [redacted] know we are willing to remove everything we installed and once removed we will refund the customer in full if that is what he wishes 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] UCC Associate Program Manager U-Haul International

October 27, 2015First of all, we would like to thank the RevDex.com (BBB) for being a voice for the voiceless and the less fortunate individuals; individuals targeted by rouge business owners and companies. We appreciate it once again and we will disseminate the word for others to use this wonderful avenue to surrender the wrong business doers easily. Break .. break Dear U-Haul, We have discussed the situation in person and via email. However, the only offer that you promised was to refund the one night Hotel stay. You denied reimbursing for the main cause which is the Defective Trailer. You don’t have to be reported to a higher official to give a respectful and polite reply to your customers. Customers expect you to be courteous and professional when you conduct business. Now, we just read your first reply to Business Bureau (BBB) stating that “we have already refunded 50% of the trailer payment” We got confused and checked our bank account and we found $300 deposited two days ago on Oct. 24, 2015; after you were reported to BBB. This shows your true picture; deceiving and mischievous work ethics. From the very beginning, our complaint has been on the Defective Trailer that put our family life in Great Danger. You tried to explain the situation as a Mechanical Failure. NO, IT IS NOT; it is negligence on your side; renting a defective trailer that needs to be out of use. Let us give you another brief scenario and you will tell us if you call it a mechanical failure:1. The day we came to take the Trailer, the brake light was not working. Your technician couldn’t fix it. After two hours you sent us to another technician. The second technician was angry because the whole electrical wire was old and broken inside. He replaced a brand new wiring and we left after another two hours. WE HAVE SPENT FOUR hours before we even begin our long journey. As a result, we postponed our trip to the next day.2. The next morning, after we drove 12 hours we took a break and fortunately we did a safety check on your Trailer. We were so lucky to find out the loose chain; it was about to broke off. We called the nearest U-Haul and replaced the chain. The U-Haul guys who replaced the chain called the Manassas, VA office and complained on you for putting a rusted/old chain. WE HAVE SPENT UNNECESSARY TWO hours again and of course forced to stay in a hotel; just to ventilate our frustration.3. The following day was the most DANGEROUS day; literally a DEATH CALL. After we drove about 6 hours two people were following and giving us an urgent signal to stop the vehicle. We stopped and got out of the vehicle to find out the Wheel/Tire was about to fly/broke off. Had it not been for these two Good Samaritans we would not be here today to tell our stories; the whole family including three little Kids were not alive today; maybe we may include some other passengers on the highway when we roll over. Now tell us, which one are you calling a Mechanical Failure? The Brake Light Wiring, the Old Chain, or the Corroded Wheel/Tire? If you call this a mechanical failure, we call the whole situation a DELIBRATE set up focused on CERTAIN innocent customers. We are talking about your negligent business practice that puts the life of unsuspected customers in GRAVE situation. We are so upset and unsettling with your disrespect. We respectfully request the following from you/your company immediately. Please DO NOT wait our next step to fulfil this request like you did when you get reported to BBB:Respect your customers regardless of their color, sex and country of origin. Send us a formal and official Apology Letter; of course a copy to RevDex.com (BBB).Refund the whole amount that we paid for the DEFECTIVE/KILLER TRAILER ($600).Finally, we have lost all documents, receipts and other staff when we off-load and on-load to change to the new trailer after the defective trailer is changed. We have spent additional THREE hours to do this. Altogether, we have spent NINE EXTRA hours on our journey. In addition to the defective trailer ($600), we need to be refunded up to $500 that we spent due to unnecessary travel extension; hotel, food, etc. If you don’t agree on these terms, let us know as fast as possible. We are asking only our expenses NOT the big PUNITIVE DAMAGES that you will be forced to pay in a court of law; in front of a humane judge.We have spent three days of frustration being worn out physically and as well emotionally. We still have the nightmare of rolling over on the highway and run over by the 18 wheelers. Imagine putting your three little kids and driving 22 hours pulling a defective trailer. This is not a Mechanical Failure; it is Negligence and Poor Customer Service. Please act accordingly to your earliest convenience to compensate your innocent customer.Sincerely, [redacted] ***

January 10, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer MrGarcia Constance T***, our Traffic Manager for our North Shore Chicago Regional Office, followed up on the information MrGarcia provided She informed our office she spoke to MrGarcia and addressed his concerns As we value MrGarcia as a customer, MsT [redacted] sent him an $VIP Certificate along with a separate email confirming our position The Certificate 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] Executive Assistant U-Haul International

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution satisfactory to me The business has completed the stated resolution and I consider this complaint resolved.Regards,*** [redacted]

July 19, Revdex.com ID#: [redacted] U-Haul Ref#: Thank you for your concern for our customer Ms [redacted] sKelly G***, our Executive Assistant for our Eastern Ontario Regional Office, followed up on the information Ms [redacted] s provided and sent her the following email in response: Hi [redacted] Please accept our apology for the inconveniences that you incurredI have personally mailed out a $cheque from my office to your address at [redacted] Please be advised if this is incorrect , please contact me at [redacted] I will be in my office till 1:todayOnce again, my sincerest apologiesThank youKelly G [redacted] Executive Assistant 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

July 8, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] [redacted] ***, our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr [redacted] providedHe informed our office he spoke to Mr [redacted] and discussed his concernsHe advised him of a refund for the $Reservation Guarantee Fee and provided his telephone number for personal help if you found the need to use our U-Haul services again in the futureMr [redacted] explained he would take care of his reservation needs from start to finishMr [redacted] relayed he would be in contact if he found the need to rent from U-Haul again 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 I made it clear in my first message that the trunk is still not working properly and needs professional repair Regards, [redacted]

March 10, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms*** The name listed on the rental agreement is [redacted] ***Kevin S [redacted] , our Area Field manager for our Atlanta North Regional Office, followed up on the information Ms*** provided He informed our office he spoke to Ms [redacted] and issued a refund for the $Safemove Protection fee He also relayed he would address the information with our U-Haul Dealer to ensure proper procedures are being followed locally and ensure our customers are receiving the quality of service they have come to expect and deserve from U-HaulOur 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 23, Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr [redacted] Mandi D [redacted] , our Executive Assistant for our Southern Alberta Regional Office, followed up on the information Mr [redacted] provided and sent him the following email in response: Good afternoon ***, Further to our earlier conversation regarding your hitch install, please forward me a copy of the repair invoice for reviewI will be back in contact with you, once I receive the invoiceThank you, Mandi D [redacted] Executive Assistant U-Haul Company of Southern Alberta 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

To whom it may concern at Revdex.com,Thank you again for your assistance and efforts as I attempt to resolve my billing issue with U-Haul See communication message below from *** Her explanation is that the issue has been resolved even though she is unable to stop emails, monthly billings, invoices and liens I have been charged again for an additional month since we spoke on 10/as indicated on the attached invoice and lien receivedI do not consider this to be resolved as long as I’m continuing to be billed monthly, receive invoices for multiple payments that are not due and receive late payment and lien invoicesRegards,***

July 26, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***[redacted] ***, our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr [redacted] provided He informed our office he spoke to Mr [redacted] and offered his apology for the behavior of our employee He applied the one-way rate from Scranton to Wilkes-Barre and issued a refund for $back to Mr***’s [redacted] account 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

October 15, 2015Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr***.Thomas S***, our Executive Assistant for our Rhode Island Regional Office, followed up on the information Mr [redacted] provided He informed our office he spoke to Mr [redacted] and advised him of a refund for $449.47, which includes a $refund for damages to his vehicle and reimbursement for the tow and wrong destination fee The refund should post on his next [redacted] Card 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

December 8, 2015Revdex.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] provided and sent him the following email in response:*** [redacted] , Your communication with the Revdex.com has been forwarded to my attention for review and resolutionPer your request, the two charges of $and the one charge of $have been refunded to your accountYour new balance due is $If non-payment continues your boxes will be sold to satisfy the lienPlease contact general manager L [redacted] at [redacted] if you have any further questions regarding your accountThank you, [redacted] Executive Assistant U-Haul Coof [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 AssistantU-Haul International

June 27, Revdex.com ID#: [redacted] - [redacted] U-Haul Reference id: [redacted] Thank you for your concern for our customer Ms [redacted] Jim S***, Marketing Company President, spoke with Ms [redacted] and apologized for the overchargesMrS [redacted] has removed the promissory note that was createdMs [redacted] does not owe U-Haul any further payments for the rental Contract [redacted] As we value Ms [redacted] as a customer, we also agreed to a $VIP Certificate that can be used toward a future purchase, a rental, or towards 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, Penny S [redacted] Executive Assistant U-Haul International