U-Haul International, Inc.

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Brooklyn, Queens, and Staten Island Regional Office, reviewed the recent comments from Mrs. [redacted]. He feels a fair adjustment was issued based on the unforeseen problem they experienced with their rental. No further refund or adjustment will be made.

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

September 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Utah Regional Office,...

followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining the charges each charge on her rental contract. Ms. [redacted] was not charged for Safemove protection.

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

June 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our East Houston Regional Office, followed up on the information Mr....

[redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. He explained the truck went through a full inspection, including the suspension, before and after Mr. [redacted]’s rental. There were also several rentals on the same truck Mr. [redacted] rented in the past 30 days without incident and no reports indicating a faulty truck suspension. Mr. [redacted] relayed a refund could 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,

Executive Assistant

U-Haul International

September 23, 2014

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 East Houston Regional Office, reviewed the recent information from Ms. [redacted] and sent her the following email in response:

[redacted], I received notice from the Revdex.com that you do not feel your complaint has been resolved. I tried to contact you by phone on 09/19/14 and left a message to return my call. I am sending this email because I was not able to contact you by phone. I would like to start by apologizing again, for all the time you have spent trying to resolve this. I would like to address a couple of the things in your response. 1) When you over paid your account you unfortunately made the double payment first and then the single payment. The young lady [redacted]) that corrected your account, reversed your payments which can only be performed by working backwards. Unfortunetely that means the single payment had to be reversed first then the double payment. Consequently that caused her to make another payment to bring your account back current. I did not explain this procedure to you before, because I did not feel you thought we were to blame for all that has happened. 2) When we spoke on the 15th I felt we agreed that you, your bank, and U-haul shared in the blame, for all that has happened, While I agree we (U-Haul) could have been more timely in responding to you when the bank overdrafted your account, I believe our initial goal was to provide good custmer service and correct your account for you. With all that being said it is clear you feel we (U-Haul) should do more. I offered you a free month because of our slow response when your bank charged you over draft fees. I was not aware you were in the middle of moving at that time. I show you are still in the room at this time 09/20/14. My offer of the free month is still available. I would be happy to contact your bank on your behalf, verifying that the charge and credits were processed the same day, Please let me know what more, you feel we should do. Again I apologize for all that has happened. [redacted] Executive Assistant [redacted] U-Haul Co. of East Houston ###-###-#### Ext [redacted]

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

June 6, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   James M[redacted], our Executive Assistant for our Pittsburgh Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: Mr. [redacted] I received your reply to our response of your letter to the Revdex.com and would like to apologize for the issues you encountered and at least offer you an explanation for the inconsistencies of the initial reply. While I have not seen the actual reply to the Revdex.com, I am assuming that the James referred to is me as I am the person who is responsible to relay the resolution to our department that replies to the Revdex.com and it appears that there was some confusion with the names when they replied. Robert Horvath is the person who left the message for you and he is Rachel’s direct supervisor and as such the responsibility falls upon him to correct any issues and when needed apologize for the actions of his employees on behalf of our company which I am sure he would have done during a follow up conversation. It was my understanding that he left a message with his contact information so that you would be able to reach him at a time of your convenience to discuss the matter. James M[redacted] Executive Assistant U-Haul 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, Maria P[redacted] Executive Assistant U-Haul International

November 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted]’s friend provided....

 He informed our office he made several attempts to reach Mr. or Ms. [redacted] but reached their voice mail.  He left a message explaining a refund for $264.54 has since been is[redacted]d to their Visa account in addition to a refund for the $50 Reservation Guarantee Fee is[redacted]d on October 24th.  A refund for $37.80 was issued on October 30th and the remainder in the amount of $208.74 was issued on November 11th.  The refunds should post on their next credit card statement 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,[redacted]Executive AssistantU-Haul International

I have been in contact with RepWest since June, with no resolution. The suggestion that I continue to wait on RepWest is not satisfactory.

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office,...

followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and listened to her concerns. Ms. [redacted] apologized for the problems she had and offered $40 as an adjustment. She also assured our office she would be in contact with our Field Manager responsible to ensure the situation does not repeat itself. Ms. [redacted] relayed her appreciation for the call.

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

August 11, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our custome[redacted].

[redacted] the Executive Assistant in our Colorado Regional Office offered this response:

I have made my third attempt to contact Ms. [redacted] to resolve this...

matter with no response. As soon as she calls back this will be resolved.! called on the 4th, 5th and 9th. I need copies of the expenses she wants reimbursed such as motel, etc......I've left her a message with this information.

[redacted] can be reached at ###-###-#### or ###-###-####.

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,

Paula Fontaine

Executive Assistant

U-haul International

April 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:Mr. [redacted], I received notice of your concern from the Revdex.com of Phoenix, AZ. I want to attempt to clarify our program and resolve the concern regarding the free month of storage which UHaul offers. The free storage we advertise is only at UHaul-owned facilities, which near your destination is the facility in [redacted] that you mentioned. If you discussed storage at the dispatching location and they failed to explain this I apologize. At any time during your trip we could have changed your drop off location to [redacted] at no cost. We could have also made you a reservation there for storage and you could have still dropped of the truck at the [redacted] location. I do not show any records of you calling to review other options. We do not own or manage the storage business at [redacted], so I am unable to give input regarding the charges discussed and agreed upon with [redacted]. That being said, I will refund your credit card $36.75 to hopefully alleviate this situation some. I appreciate your feedback. Regards, [redacted] Marketing Company President UHaul of [redacted] ###-###-#### 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

September 27, 2016  

size="3">Revdex.com ID#: 11718585 U-Haul Ref#: 1216441   Thank you for your concern for our customer [redacted].   Vanessa D[redacted], a Senior Customer Service Agent, followed up on the information provided.  She contacted Mr. [redacted] and advised him of a refund for $550 as an adjustment on his move.    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 30, 2014

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 Southern Minnesota regional office, reviewed the recent information Ms. [redacted] relayed. She explained that regardless who put the lock on the box, the contract does state the customer is responsible to place a lock on the box. She also found that Ms. [redacted] had informed our receiving location of a new credit card number to use, however, Ms. [redacted] mentioned it was not provided to her office and Ms. [redacted] did not return any of their calls until the shipping date. Ms. [redacted] spoke to Ms. [redacted] and her brother as well as our Traffic Manager, [redacted]. At that time Ms. [redacted] accepted and agreed to a refund for the additional truck rental expense her brother incurred and a $110 VIP Certificate to pay for the movers she now had to hire as a resolution. Since Ms. [redacted] is now expressing her displeasure, Ms. [redacted] issued refund checks for the $55 difference between the $110 VIP Certificate that was previously issued and the $165 she paid for movers along with the $50 Reservation Guarantee Fee. Ms. [redacted] should receive the refunds within the next 10 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,

Executive Assistant

U-Haul International

June 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Georgia regional office, followed up on the information...

Ms. [redacted] provided. She informed our office she issued Ms. [redacted] a refund for $47.03 back to her credit card for the extra day charge, Safemove Protection and tax.

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 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

June 20, 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 [redacted]...

regional office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear [redacted], I have received the forward of the information you had provided to the Revdex.com, And would like to sincerely apologize for the inconveniences that we had caused you. I do completely understand your perception of the series of events, and although I do see that we were not even remotely helpful in correcting the matter, I do see what went wrong, and assure you that our intent was not malicious. Upon review of your rental contract, I do see that we collected a larger rental rate than what was the going rate for your trip, which did come out to you pre-paying for 4 additional days. Sadly, that was neither noted (we have a special section on rentals for notes, so we can see when special situations occur), nor were the days allowed edited to show the additional 4 Days being paid for, so, "at a glance", the receiving location had no means of knowing that you were allowed at least the 6 days. I do agree that they should have been more helpful in actually researching the matter, and I will be following up with the area field manager who Is responsible for overseeing U-Haul operations at that location. I have taken the liberty of refunding all $383.68 charged to your [redacted] at the [redacted] Location (copy attached), and again, would like to sincerely apologize for the inconveniences that we have caused. If I can be of any further assistance, please feel free to contact me directly at this Email address, or by phone at [redacted]. Sincerely, [redacted] Executive Assistant U-Haul Co of [redacted]

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

June 5, 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 Western Oregon regional office, followed up on the...

information Mr. [redacted] provided and sent him the following email in response:

Good Afternoon Mr. [redacted], We appologize for this dealerships behavior and will refund the card on file the $25 cleaning charge. We know moving is stressfull and by all means don't want to add to this stress. We appreciate your business and hope to see you back again. If you have any questions, please give us a call at 503-774-3203 or check out our website at [redacted] and check out the commonly asked questions. Thank you

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

March 31, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Melissa M[redacted], our Executive Assistant for our Miami Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office Mr. [redacted] was contacted and...

advised of the reversal of the $94 charge for the unused U-Box.  Extra fees were waived 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 Assistant U-Haul International

January 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office, reviewed the information Ms. [redacted] recently provided. He advised our office he attempted to reach Ms. [redacted] at both telephone numbers listed in order to personally address her concerns, but has not received a return call from the messages he left. In case Ms. [redacted] misplaced Mr. [redacted]’s telephone number, he can be reached at ###-###-#### or direct at ###-###-####.

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

December 4, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer [redacted].   Craig W[redacted], our President for our Northern Indiana and South Cook County Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office he has left messages and sent an email to Ms. [redacted] requesting a return call but has not heard back.  Mr. W[redacted] would like the opportunity to personally address her concerns and hopes to hear back soon if not already.  He can be reached at ###-###-####.   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

January 13, 2016Revdex.com ID#: 11020783U-Haul Ref#: 980361Thank you for your concern for our customer [redacted] and [redacted], whose name is on the actual rental agreement.Shirley J[redacted], our Executive Assistant for our South Eastern Wisconsin Regional Office, followed...

up on the information Mr. [redacted] provided.  An equipment damage report was generated for $792.77.  Ms. J[redacted] informed our office she contacted Mr. [redacted] and offered to settle the damage for $500 in the interest of customer good faith.  Mr. [redacted] declined.  Ms. J[redacted] relayed the damage claim will stand.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