U-Haul International, Inc.

September 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 West Central...

Colorado Regional Office, followed up on the information Ms. [redacted] provided. She informed our office we hold reason and the right to decline rentals to Ms. [redacted] and her associated moving company due to tardiness and excessive extension of U-Haul contracts. Her company has developed a reputation of not adhering to the terms of the U-Haul contract. Ms. [redacted] assured our office there was no discrimination involved and added that any type of reimbursement will not be forth coming.

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 22, 2014Revdex.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. He informed our office he...

corresponded with [redacted] by email. Credits for $48 and $55 were issued back to [redacted]’s [redacted] account as adjustments on his rental. The refunds 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,[redacted]Executive AssistantU-Haul International

October 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Arnesha [redacted], our Executive Assistant for our Los Angeles West Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and addressed his concerns.  He returned hitch for a refund of $321.31.  Mr. [redacted] should receive the check within the next 10 business days.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 [redacted]Executive AssistantU-Haul International

May 27, 2015

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. She informed our office when Mr. [redacted] originally spoke to our Traffic Manager, he advised her he went right to the gas station to fill up the tank, however, according to his fuel receipt this does not seem to be the case. When Ms. [redacted] spoke to him, she asked for clarification on the amount of fuel he put in the truck. Mr. [redacted] relayed he put in $250 worth of fuel. She asked if he meant to send her the $100 receipt twice and he said he did not. Ms. [redacted] explained our truck would not even hold $250 worth of fuel, given the current price of fuel and the tank capacity being only 227 liters. He then said he must have put in $150 worth of fuel in the truck and made a mistake when he said $250 worth of fuel. When Ms. [redacted] inquired as to the information he relayed in his letter to the Revdex.com, he stated the $250 amount he mentioned included the $130 truck rental fee. He also stated his daughter sent the letter to the Revdex.com and she must have made a mistake. Ms. [redacted] questioned him about the $150 in fuel and he stated he put in $50, which he has a receipt for, and when he started the truck it did not read full so he put in another $100 when it did read fuel. Ms. [redacted] mentioned that this confirms the gauge is working. She explained if he picked up the truck with a full tank and drove 99 kilometers and put in $50 of fuel, there is no way the $100 worth of fuel would fit in the truck without it overflowing. At this time we cannot accept the $100 receipt as being fuel for the U-Haul truck based on our findings and Ms. [redacted]’s conversation with Mr. [redacted]. It’s possible the receipt belongs to another vehicle and not the U-Haul truck.

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 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: 7[redacted]

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

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

provided. He informed our office he has corresponded with Ms. [redacted] by email and responded with his resolution to each of her questions. Along with waiving the $216 charge to unload the truck, he also would like to waive the fuel fee of $105.50. As we value Ms. [redacted] as a customer, Mr. [redacted] offered her 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. He requested she advise him of what credit card he can issue the refund to as well as the email address to send the VIP Certificate. Mr. [redacted] offered his apology in his email to Ms. [redacted] and looks forward to hearing back from her soon.

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 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Ms. [redacted].   Sakiya R[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the information Ms. [redacted] provided.  She informed our office a refund for the shipping fee in the amount of $1,250.45 has been issued back to her Visa account, which should post on her next credit card statement.  Ms. R[redacted] also explained Ms. [redacted] will be responsible for storing her items after the free month of storage runs out.   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

November 18, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for...

your concern for our customer Mr. [redacted].   Jeff P[redacted], our President for our Nashville Regional Office, followed up on the information Mr. [redacted] provided and sent Mr. [redacted] the following email in response: Cim, I am writing you in regards to your Revdex.com letter where you are requesting $835.04 refunded to you. I understand that there was some confusion on what you were towing and I apologize for that. I am willing to refund the overdraft fee and an additional $75.00 that is the extent of what I can do. You were already give a 30% refund on your rental for the inconvenience the additional $75 will put you at 50%. I know that you are looking for more than this, but we are not able to pay for you driving your truck back to in. I know this is not what you want, but this is what I can offer. Please let me know your thoughts. Thanks   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

May 6, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued Ms. [redacted] a refund...

for the transmission cooler that she paid for online but states she did not receive. Ms. [redacted] relayed that the hitch order did not include a transmission cooler and was not part of the hitch work order, which she states may have caused the confusion.

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 Ms. [redacted].

[redacted], our Executive Assistant for our North Philadelphia regional office, followed up on...

the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the issues she experienced on Memorial Day. Ms. [redacted] expressed her displeasure with the way the situation was handled and not receiving any return calls. Mr. [redacted] apologized again and advised her he would be sending her a $100 VIP Certificate to use toward her hitch installation, which will be done at our Levittown U-Haul location. Mr. [redacted] also relayed that the hitch will be personally installed by our GM of our Levittown 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

June 25, 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 Pittsburgh regional...

office, followed up on the information Mr. [redacted] provided. He advised our office he spoke to Mr. [redacted] right after his credit card had been charged $1966.00. The situation was rectified within 48 hours with a credit for $1966.00 back to the credit card account. Mr. [redacted] spent a lot of time on the phone with Mr. [redacted] and his bank. Mr. [redacted] requested a letter stating the refund had been credited to his account so he could fax his bank. Mr. [redacted] sent Mr. [redacted] the letter by email. The bank contacted Mr. [redacted] and informed him they would be working with Mr. [redacted]. Mr. [redacted] stated that Mr. [redacted] was getting reimbursed from his company for the move. However, that check won’t be available until June 26th. Mr. [redacted] will then be charged $1826.00 on that date. Mr. [redacted] agreed to refund Mr. [redacted] $20 for each day the U-Boxes were early. A full refund for the service is not warranted and 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,

Executive Assistant

U-Haul International

September 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ian [redacted], our GM of our U-Haul Moving and Storage of...

Chelsea, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and issued him a VIP Certificate for $74.95 to cover his current month of storage and waived the late fee. Mr. [redacted] agreed to either move out of his storage unit at the end of his current month or stay and abide by the storage contract.

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.Prior to this response from [redacted] through Revdex.com, I wrote an email to Revdex.com which indicated that the matter had been resolved by [redacted] and that we considered the matter closed.

Regards,

April 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Atlantic Canada Regional Office, followed up on the information...

Mr. [redacted] provided and sent Mr. [redacted] the following email:

Good Day Mr.[redacted]. We are sorry to hear your phone has recently been having issues. I see that we did already reimburse you some of the cost as a customer goodwill credit. Since then 2 months have passed and we now understand you are concerned that the initial damage is now taking its toll on your phone. I have spoke with our Claim Services dept and they have reviewed your file and are confident its unlikely that this new damage your experiencing is directly related to the liquid coffee damage you have quoted from the beginning of February, nor have they received any proof showing that it was indeed caused by liquid coffee. We are currently unable reimburse the requested amount. If you have further questions or concerns, please feel free to contact our claims dept at ###-###-####, or our traffic dept 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,

Executive Assistant

U-Haul International

February 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Joe G[redacted], our Executive Assistant for our Western Quebec Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response: Mr. [redacted] , CAF [redacted], Thank you for contacting our customer service. Our apology at this time cannot undo past damage, but our regret is sincere, and our efforts in the future will be guided by this experience. Unfortunately, on occasions there are some problems out of our control that can appear without any sigh of existence. In terms & conditions for equipment rental it state that the customer agrees not to hold U-Haul liable for downtime, materials or any consequential damages resulting from the use of equipment including failure of the equipment to operate properly. In the, hope that you will give us your trust, again in the future. I would like to offer you a monetary compensation in the amount of 500.00$ for the inconveniences that the delay in the delivery of the UBox may of cause to you and your family if accepted the refund of 500.00$ will be mail and will take 3 to 4 weeks once your mailing address is confirmed to me by email.. Thank you, again, for bringing this problem to our attention; you are helping us to provide a better service. Sincerely. Customer Service (Joe G[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, Maria P[redacted] Executive Assistant U-Haul International

May 23, 2014

Revdex.com ID# [redacted]

U-Haul Ref# [redacted]

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

[redacted], our Executive Assistant for our Western Oregon regional office, sent Mr. [redacted] the following email in response:

**, After speaking with the cr**it card processing department, it was found that the $379.95 was charg** by Moving Help to move you into another truck. I have them looking into why your account was hit more then once for the charge and this will be correct**. The truck was overload** by 1830lbs. Due to the overweight condition, you have void** the safemove contract and are responsible for providing any transload assistance. The local U-Haul locations would not see these charges, as they were not charg** by them. We have had the truck inspect** and no engine oil or contaminants were found in the transmission fluid. The user guide explains in detail how to properly load the truck. Every vehicle has a maximum gross weight label on the drivers side doorpost. All these details can be found at: http://www.uhaul.com/Articles/Tips/123/Truck-User-Instructions Thank you, [redacted] UHC of Western Oregon

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 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] and [redacted]...

regional office, followed up on the information Mr. [redacted] provided. She informed our office she issued him a refund for $155.08 for the sales items he did not need. She left him a message requesting a return call to obtain additional information for the extra fee of $17.27.

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

January 22, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Peter R[redacted], our Executive Assistant for our Central Alabama Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office a...

refund for $100 will be issued to Mr. [redacted].  Mr. [redacted] should receive the refund check within the next 10 business days.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did not use foul language at the place of business when the trailer was attempted to be rented. U-Haul is using this against me to make me look like a bad person. Mr. [redacted] has still not made any attempt to talk to me in person, rather forwarding me voicemails regarding he will not talk to me due to the complaint that was filed. He has made no attempt to even listen to my side of the story, or talk with me over the phone leaving a return phone number, or email. He wants to avoid having to deal with the situation and would will not handle this accordingly. He decides to be a coward and hide behind the telephone, not realizing that without me, being a customer, he would not have the job he has. Mr. [redacted] does not realize that his actions have caused me to not only inform the local Revdex.com about his actions, but my friends and family as well, and while that may be just a few small people, it does affect his bottom line. I dont expect anything else from Mr. [redacted], or his company. They do not honor or support their customers who make reservations, or care for their profits or equipment, letting dealers make shady deals, not follow operating procedures, and not being attentive to customer needs. I hope you change your thought process and maybe you can make your marketing company successful.

Regards,

November 12, 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 Northern Louisiana Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] at length advising her she was issuing her a $100 VIP Certificate to cover the rental of a U-Haul truck and Auto Transport to retrieve her vehicle. Ms. [redacted] said she has not received a call from Ms. [redacted] to make these arrangements but can still be contacted at ###-###-#### or direct 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,

Executive Assistant

U-Haul International

January 5, 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 Illinois Regional Office, reviewed Ms. [redacted]’ recent comments to your office and sent her the following email in response:

Good afternoon [redacted]. Once again I have gone back and read your initial letter as well as all the notes on your contracts. I then requested every conversation you had with our corporate office be reviewed by their supervisors. The supervisors listened to every call you made to the Customer Service Department. Not once in all the calls did anyone tell you that the equipment will be delivered to Peoria for you. In fact they all have scripts they read to every customer explaining policy and procedure to our customers. In fact the one agent asked you several times to get your credit card to get everything reserved for you but you stated you needed to go over it with your husband and that you were going to reserve it online. As like all our rentals when you reserve online it does tell you that you may have to travel if the equipment you are requesting is not available in your preferred location, that you must check the box understanding this. It will not let you proceed with out checking it. When the reservation is made it goes to our Customer Service Dept, they then route it to the closest Marketing Company Traffic Department to your preferred pickup location. Then they send it to the closest location that has your preferred equipment. If they do not have what you need they contact customer with what they have and or where the next closest location that has, in your case Bloomington was next closest with your 2nd ubox. At no point did anyone tell you they would be delivered to Peoria, at no point did anyone say we would get them to you, the reason being is we have no way to do that. They cannot nor will they tell a custoemr this as it is untrue. RM [redacted] and Traffic Control Manager [redacted] told you the truth on every phone call they had with you. They did not talk over you, they did not yell at you, they told you that calling customer service is not going to make a ubox appear any closer that there is no way to go get them. We do not operate that way. My Company President [redacted] was a part of this the day this went down, he was right there when [redacted] was speaking to you as well as in the same room when you spoke with [redacted]. He reviewed everything at that time and further instructed them that the closest was in Bloomington, that the customer would have to travel and no discounts due nor warranted. He read the first letter from the Revdex.com as well as this most recent. He still stands on principal, no refund due nor warranted. Policy was followed, nobody told you what you claim. He is standing his ground on principal on this. Thank you [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