U-Haul International, Inc.

April 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Western Wisconsin regional office, reviewed the information Mr. [redacted] recently provided. He advised our office he explained our maintenance program to Mr. [redacted] along with our dispatch and receiving inspection policy we have in place when he had previously contacted Mr. [redacted]. He assured our office he will ensure proper procedures are being followed locally and corrective action taken where needed.

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

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 hope the business will consider addressing the communication issues between between their physical sites and their online equipment reservation system, so that other customers have a satisfactory experience doing business with them. I consider this complaint resolved.

Regards,[redacted]

June 24, 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 [redacted]...

[redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her that her U-Box was scheduled to be delivered on June 28th. She also relayed that a refund for $524.75 will be issued due to the inconvenience Ms. [redacted] experienced.

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 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island Regional Office, followed up on the information Ms....

[redacted] provided. He assured our office he addressed the issue with all involved to help prevent the situation from happening again. He also informed our office Ms. [redacted]’s contract was reversed and then a discounted fee of $361 was applied to her rental as an adjustment. We acknowledged the inconvenience Ms. [redacted] experienced, but we also need to acknowledged she was able to complete her move with a U-Haul trailer, therefore a full refund is not warranted.

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

Returned Jeff P[redacted]'s call on Tuesday, July 12, at 11:37 AM. He was not in the office. I left my number and DID NOT RECEIVE THE COURTESY OF A CALL BACK. Called again on Thursday, July 14, at 10:49 AM, and left my number again. Awaiting a call back.

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] reviewed Mr. [redacted]’s recent comments. He informed our office he spoke to Mr. [redacted] yesterday and discussed our resolution. Mr. [redacted] relayed that at this moment, they have agreed to disagree. He also listed the steps that were ta[redacted] since this issue arose and the approximate time line of the events. Please be advised that our decision in the matter remains the same.1. Mr. [redacted] contacted Mr. [redacted] the night of his rental, August 8, 2014. Mr. [redacted] informed Mr. [redacted] he would review the call and send him a copy but that we would not be shipping his vehicle.2. Mr. [redacted] contacted Mr. [redacted] on August 9th and Mr. [redacted] advised him he had not yet received a copy of the call and would let him know after it was reviewed.3. Mr. [redacted] spoke to Mr. [redacted] on August 11th and sent him a copy of the call as well as reviewed the call with him. Mr. [redacted] advised him the information he provided the Call Center Agent was incorrect and the Agent had followed proper U-Haul procedure. Mr. [redacted] explained that the information we were provided was for a different vehicle model than he owned and again relayed we would not be shipping his vehicle for him. Mr. [redacted] was told this would serve as our resolution for this issue.4. Mr. [redacted] called into Customer Service and claimed he had not heard from Mr. [redacted] and requested to speak to his supervisor. Mr. [redacted] reached out to Mr. [redacted] by email and also sent him another copy of the recorded call. Customer Service received a file from the Revdex.com of Phoenix. A copy of Mr. [redacted] email was sent to the Revdex.com on September 24, 2014.5. Mr. [redacted]’s file was re-opened on September 25, 2014 when he called in to state he never received an email or phone call from Mr. [redacted].6. Mr. [redacted] spoke to Mr. [redacted] on October 27, 2014 and stated they agree to disagree at this point. Mr. [redacted] understood our position in the matter.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

July 19, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Jeff P[redacted], our President for our Nashville Regional Office, reviewed Mr. [redacted]’s recent comments.  He informed our office him and Mr. Moreau have been communicating by email.  Mr. P[redacted] is currently awaiting Mr. [redacted]’s acceptance of his final offer.  When the offer is accepted, Mr. P[redacted] will process the refund.   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

Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. She acknowledged the error due to the reversal of the contract. There was no lack of security involved. A full refund was issued for all charges, including the actual rental charge. Ms. [redacted] also relayed that an apology was given to Mr. [redacted] for the inconvenience we caused. I would also like to relay my personal apology to Mr. [redacted]. We realize moving can be a stressful time without any unnecessary added inconvenience.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 customers Mr. and Mrs. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. In addition to the refund for $350 he issued to Mr. and Mrs. [redacted]’s [redacted] account...

on August 21st, he issued a supplemental refund for $150 in place of the $150 VIP Certificate. Both refunds 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,[redacted]Executive AssistantU-Haul International

December 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Tavis L[redacted] our President for our West Central Colorado Regional Office, followed up on the information Mr. [redacted] provided.  He relayed to our office Mr [redacted] made...

a reservation online on December 15th.  Unfortunately the small community Mr. [redacted] lives in presents some challenges when scheduling.  The confirmation email sent to Mr. [redacted] only stated he selected a 17-foot moving van and the Carbondale location was his preferred pick up location.  He was advised a U-Haul representative would be calling to confirm the most convenient time, size of equipment and location within 24-48 hours prior to his pick up.  Our Traffic Manager called the same day and gave multiple options to Mr. [redacted]  A 20-foot truck was offered in Dotsero as well as a 15-foot truck and a trailer, at no extra cost, just down the road in Glenwood Springs.  Neither option was acceptable.  Mr. [redacted] stated he could only take the trailer if he could pick up on Wednesday, which then would have also changed his time-line in the move.  He was then offered and accepted a 24-foot truck but returned it because he felt unsafe driving it so the contract was reversed.  He took a 14-foot truck the next day to make his move.  Mr. [redacted] made three different agreements, which may have ended up costing him money but was not due to U-Haul not working with him nor giving him a viable option.  Please be advised we fulfilled the confirmed agreement with Mr. [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,Maria P[redacted]U-Haul International

I have reviewed the response made by the business in reference to complaint ID [redacted].

Regards,

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental contract.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in...

response:Good Morning, I've received your information regarding your recent U-Haul rental and storage unit. I've attempted to reach you at the number listed [redacted], but received no answer and left a message. First, I'd like to apologize for the inconveniences you experienced while attempting to move into your unit. After researching this the first notes I can see regarding the lock issue were on 9/12/14. Due to these issues we will credit you for the days of the rental 9/12-9/15 and 50 miles for additional miles. A credit of $170 has been processed back to the [redacted] card used to pay for the rental. Please allow 3-5 business days for this to post to your account. Please contact me back if there's anything further I can do to assist you. Thank you, [redacted] UHC 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

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

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,

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $180.12 was issued back to Mr....

[redacted]’s [redacted] account on May 27th and 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 them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

May 19, 2014

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

[redacted], our Traffic Manager for our Eastern Massachusetts regional office, followed up on the information Mrs. [redacted]...

provided. She informed our office she spoke to Mr. [redacted] and addressed their concerns. She explained they rented on a one-way contract, which allows a set amount of days and miles to complete their move. The one-way rate is a flat fee from point A to point B. We only charge per rental period and per mile on an in-town rental but they also have the inconvenience of having to return the equipment to the same renting location. If a customer decides to return the truck early or does not travel the amount of miles included on their one-way rental, there is no refund. We allow an ample amount of days and miles on a one-way rental in order to allow for loading and unloading as well as extra delays that may occur on a move and unexpected detours while traveling. According to their rental, they were charged correctly.

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

[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.]

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,

February 26, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted]   Don T[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: We tried to reach you by phone on your objection. We value you as a customer so I am refunding you the full amount of what you paid for hitch or bike rack.We refunded that amount to the card on file. You should see it in 5 to 10 days depending on your bank.Thank You for being our customer. 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

August 12, 2014

Revdex.com # 10160964

U-Haul Ref# [redacted]

Thank you for your concern for our customers [redacted] and [redacted] whose name appears on our contract.

[redacted] the President in our North East Dallas Regional Office left a message for [redacted] asking for a return call to discuss his...

concerns.

[redacted] says the out contract shows the fuel level at 5/8 of a tank and the return contract shows ½ of a tank. According to the information on the contract, [redacted] was overcharged by $7.50. This amount was credited back to the [redacted] Card used for the rental on 8 /3.

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 25, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: 1[redacted]   Thank you for...

your concern for our customer Mr. [redacted]   Carolyn J[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she contacted Ms. [redacted] and was able to reach an amicable resolution.  A refund for the full amount of the truck rental, in the amount of $29.71, was issued back to his A[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 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