U-Haul International, Inc.

February 23, 2015

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

Thank you for your continued concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our Northern Virginia Regional Office, reviewed Ms. [redacted]’s recent comments. He assured our office there was no malicious intent done by our Traffic office or any local drop off locations. He also acknowledged that it is U-Haul responsibility to find an alternate drop off location, which in fact is what was done. As mentioned previously, the original drop off location had an unexpected family emergency and had to close. Every staff member involved that Mr. [redacted] spoke to at the Regional Office relayed they had no altercations with Ms. [redacted]. Please be assured we wish to make our customer’s moving experience a positive one and are sorry this is not what Ms. [redacted] experienced. Mr. [redacted] advised our office 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,

Executive Assistant

U-Haul International

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. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He explained we do not...

collect a deposit if a credit card is used to make a reservation. Mr. [redacted] made his reservation through our toll free number. A cash deposit would not have been able to be collected. Mr. [redacted] rented one way. Total one way charges came to $173.16, which included tax. Mr. [redacted] advised Mr. [redacted] that a refund is not due back to him.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,[redacted]Executive AssistantU-Haul International

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted], our Executive Assistant for our North Austin Regional Office, followed up on...

the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and addressed their concerns. A refund for $175 was issued as an adjustment on their rental along with a refund for $75.49 for their extra expense of a hotel and tie downs. The refund was issued back to their [redacted] account and should post on their 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,

Executive Assistant

U-Haul International

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.

Hello,

 Please advise if you would prefer I submit a complaint again via the website or call you. I was waiting to see if UHaul actually sent me a refund check before I said this complaint was resolved. One month ago, I received calls from two different UHaul representatives. I called one back. He said that my credit card would be refunded. I have not received this refund. I guess the person you talked to is the other representative. I did not call her back, because I had just talked to the other one. As a customer, getting calls from two different representatives and calling one back, should be enough. I should not have to call them both. They should see in their records that I spoke to a representative.

  Regarding resolution on this case, it has not happened yet. I have NOT received any refund on my credit card or in the mail. Until this happens, the situation is not resolved. That situation was so hellish, even a month later, I am angry every time I think about UHaul.

Regards,

On Tue, Aug 26, 2014 at 6:13 AM, Chris Beermann <[email protected]> wrote:Hello,

 Please advise if you would prefer I submit a complaint again via the website or call you. I was waiting to see if UHaul actually sent me a refund check before I said this complaint was resolved. One month ago, I received calls from two different UHaul representatives. I called one back. He said that my credit card would be refunded. I have not received this refund. I guess the person you talked to is the other representative. I did not call her back, because I had just talked to the other one. As a customer, getting calls from two different representatives and calling one back, should be enough. I should not have to call them both. They should see in their records that I spoke to a representative.

  Regarding resolution on this case, it has not happened yet. I have NOT received any refund on my credit card or in the mail. Until this happens, the situation is not resolved. That situation was so hellish, even a month later, I am angry every time I think about UHaul.

Christine Beermann

Complaint #  [redacted]

Sent from my iPhone

Thank you for your concern for our customer Mr. [redacted], our President for our [redacted], followed up on the information Mr. [redacted] provided. He informed our office that attempts have been made to contact Mr. [redacted] without success. Mr. [redacted]...

mentioned that Mr. [redacted] has the ability to track the phone in order to verify the location but has chosen not to do so.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,[redacted]Executive AssistantU-Haul International

January 29, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted]. Godfrey W[redacted] our Area Field Manager for our Tidewater Regional Office, followed up on the information provided and sent the following email in response:Ms [redacted], sorry but you...

were charged the difference in rate at the time when you dropped off the trailer in King George. The location could not change that since you were supposed to drop off in Chesapeake, VA of course the rate had to change. What you were changed at the time was the difference. Thanks Godfrey Waswa U-Haul Co.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 AssistantU-Haul International

October 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted] Insurance Company advised our office a letter and email were sent to Ms. [redacted] explaining after their investigation they found no fault on the part of U-Haul and, therefore, respectfully denied her claim.  If Ms. [redacted] has any further concerns, she should keep in contact with her adjuster at [redacted] Insurance Company. 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

Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $50 was issued back to Mr. [redacted]’s [redacted] account and should post on...

his next credit card statement in addition to a VIP Certificate for $50 that was issued to him on January 16th. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.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,[redacted]Executive AssistantU-Haul International

July 26, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Jacqueline S[redacted], our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office she spoke to Ms. [redacted] and discussed her concerns.  She relayed the only reason she would have had issues with her vehicle towing the U-Haul trailer was if the trailer was overloaded.  We show Ms. [redacted]’s vehicle and our trailer was a safe hookup.  Ms. [redacted] stated she did not exceed the weight limit and would contact her lawyer to pursue the issue.   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

December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Rick F[redacted] our President for our Las Vegas East Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to...

Mr. [redacted] and Mr. [redacted] relayed his satisfaction with the result.  Mr. F[redacted] also asked Mr. [redacted] to call him direct if he continues to have any other issues.  He explained Mr. [redacted] has paid in full and currently does not owe anything nor is he owed anything as well.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 AssistantU-Haul International

September 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Sakiya R[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office our...

GM for our U-Haul Moving and Storage of Cocoa has made at least two separate attempts to reach Mr. [redacted]. He left messages requesting a return call to personally address his concerns and offer a resolution.  He hopes to hear back soon if not already.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 AssistantU-Haul International

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]

June 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our GM for our U-Haul Moving and Storage of Waterfalls in Waterloo, IA, followed up on the...

information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a copy of the payment history for his storage unit. He assured our office Mr. [redacted] had not been overcharged, however, he had been a little behind on payments since U-Haul took over the storage location.

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,

Executive Assistant

U-Haul International

December 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.

[redacted]...

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message requesting a call back in order to personally address their concerns and offer a resolution. Ms. [redacted] relayed that they booked a one-way reservation and explained they were never scheduled for an 8:00 am pick up. They were scheduled into inbound equipment that was due in at 4:30 pm. Ms. [redacted] called into our Traffic Department stating she wanted an earlier pick up and was advised she would be contacted if something came in earlier. We were able to provide Ms. [redacted] with a truck at 3:30 pm. In the interest of customer good faith, Ms. [redacted] would like to offer a refund for $50 when they call back.

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,

Executive Assistant

U-Haul International

November 9, 2015Revdex.com ID#: 10866563U-Haul Ref#: 986829Thank you for your concern for our customers Jesusa Flores and Lorena Castillo, whose name is on the actual rental agreement.Heather Penix, Senior Staff for our Ohio Regional Office, followed up on the information Ms....

Flores provided.  She informed our office she spoke to Ms. Flores and explained the charges on their contract.  She relayed she confirmed the refund for $36.34 back to their Master Card.  Ms. Flores stated she would review her card again and call Ms. Penix back if she still does not see the refund.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 PalmisanoExecutive AssistantU-Haul International

August 14, 2014

Revdex.com #[redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract. [redacted] the GM of the [redacted] Center spoke to [redacted] and informed her he would give her a 30 day free storage coupon to be...

used next year for [redacted] college move.

Our customer 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, [redacted] Executive Assistant

U-haul International

February 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our North Seattle regional office,...

followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the extra day charges in the amount of $57.55 as requested.

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,

Executive Assistant

U-Haul International

Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our Connecticut Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a full refund for the rental fee in the amount of $153.92 was issued back to Mr. [redacted]’s [redacted]...

account for the inconvenience he experienced with the rental as well as our employees. The refund should post on his next credit card statement.As we value Mr. [redacted] as a customer, he was also sent a $100 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 vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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,[redacted]Executive AssistantU-Haul International

October 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] recent comments to our office.

I am sorry to hear Mr. [redacted] has expressed displeasure with our reply. Our records indicate he was issued a refund for $110 on September 26th for the pads and dolly. The refund was issued back to his [redacted] account and 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,

Executive Assistant

U-Haul International

February 12, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customers Stacy [redacted] and Allison Pecora, whose name is listed on the rental agreement.   Darrell S[redacted], our Gm for our U-Haul Moving and Storage of Salisbury, followed up on the information Ms. [redacted] provided.  He informed our office a refund of the shipping contract has been issued to Ms. [redacted]  The refund for $1734 should post on their next [redacted] 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