U-Haul International, Inc.

August 30, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers [redacted] and [redacted].   Carol G[redacted], our President for our Memphis Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office Ms. [redacted] was issued a refund for the $50 Reservation Guarantee Fee along with the previous refund for $152 back to her American Express account.  She relayed no further refunds are due back.   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

February 15, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for forwarding Mr. [redacted] recent comments.    According to our Credit Card Processing Department, a credit for $50 was issued to Mr. [redacted] credit card ending in 1595 and transmitted on January 1, 2016.  Mr. [redacted] can provide his bank with Reference#  [redacted] to search for the credit and post it to his account if not already.  The second credit for $50 was thought to be a duplicate since it was done on the same day and did not process.  My sincere apologies for the delay and inconvenience.  I did, however, issue a credit for this second $50, which should post on Mr. [redacted] next credit card statement.   Thank you for bring this matter to our attention and for your continued support.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

May 4, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] and Northwestern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she sent...

Ms. [redacted] a letter specifically addressing her concerns for the hitch and installation as well as the wiring harness we installed. Ms. [redacted] also sent her print outs of the manufacturer’s specs for the exact installed hitch as well as the video wiring instructions for the wiring harness. She explained everything was tested and in working order before Ms. [redacted] left with her vehicle. Her last paragraph of her letter relayed we are not able to offer a full refund on the hitch and wiring installation. It appears there may have been misinformation provided to Ms. [redacted] but hopes the documentation provided will help clear this up. Ms. [redacted] offered her apology at the beginning of her letter and relayed our GM of our U-Haul location discounted the 6x12 trailer Ms. [redacted] rented down to the price of the 5x8 trailer she was previously quoted.

As we value Ms. [redacted] as a customer, Ms. [redacted] sent her a $25 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 also sell boxes, bubble pack, rope, tape and propane.

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 1, 2015Revdex.com # [redacted]U-Haul Ref# [redacted]Thank you for your concern for our customer [redacted] well the President in our [redacted], GA Regional Office contacted Ms. [redacted] and apologized for the runaround she received when trying to get her U-boxes delivered.Mr....

[redacted] well processed a credit of $1100 to Ms, [redacted] Card for her inconveniences, This credit should appear on her next credit card statement,Our customers are very important ro 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

October 20, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Shalon L[redacted], our President for our Jacksonville Regional Office, reviewed Mr. [redacted]’s recent comments and informed our office Mr. [redacted] was contacted and advised of a refund for half of the cost of the damaged rims.  The refund was issued back to his Visa 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, Maria P[redacted] Executive Assistant U-Haul International

June 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our...

Storage Manager for our Ohio regional office, informed our office Mr. [redacted] selected $1000 Safestor Protection limit, which was refunded by RepWest Insurance Company to satisfy their claim although they could not confirm any mold issues at the storage facility. Please be advised we offer Safestor Protection limits up to $15,000. Ms. [redacted] also relayed that a refund for $1,807.07 was issued, which is the total amount of storage rent collected for their unit. She went on to say that all warranted refunds have been issued. It is unfortunate Mr. and Mrs. [redacted] had ruined items, however, we do offer a wide range of Safestor limits so each customer can choose what best fits their needs.

Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

I informed the company toll-free number and they accepted. Regardless of what the GM manager is implying about the hurricane (which in fact for where I was living was untrue). I sincerely hope the  Revdex.com completely looks into the and the telephone conversation I had with not only the toll-free customer service. But with the North Miami beach employee's. I never spoke with the GM it cannot be documented anywhere that I spoke with him. My only interaction thereafter my complaint was with the store manager who was not working during that time frame.

May 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department advised me they contacted Mr. [redacted]...

and requested he fax over the dismissal for the citation he received on the U-Haul equipment. He did fax the information over and a reversal of the $130 charge was issued on May 1st. The refund should post on his 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,

Executive Assistant

U-Haul International

August 21, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northwest Colorado Regional Office, followed up on the...

information Mr. [redacted] provided.  She informed our office she issued a refund for $122.16 back to Mr. [redacted]’s [redacted] account as an adjustment on his rental.  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,

Executive Assistant
U-Haul International

August 22, 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 Lower...

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

Mr. [redacted] I apologize for the delay in you getting your refund. I have issued the refund today of 67.56 and will be credited to the card used on the reservation. The credit will be applied in 3-5 business days. If you need any further assitants please feel free to contact me. Thank you [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

March 31, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Manhattan Bronx Regional Office, reviewed Mr. [redacted]’ recent comments. She reiterated that our Center representative tested the $100 bill with a black light and counterfeit marker and they both confirmed that the bill was suspicious. Our Center suggested Mr. [redacted] take the bill to the bank less than a block away but he declined. Mr. [redacted] also agreed in September 2014 to move his items out of storage or continue to pay and abide by his storage contract. Ms. [redacted] stated Mr. [redacted] still has the option of moving his items out.

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 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office, reviewed the recent comments from [redacted]. She informed our office she left a message on their voice mail explaining the trailer had a slightly twisted coupler, which would be caused by jack knifing the unit. This falls under a customer caused issue. [redacted] mentioned she has made two attempts to reach [redacted] but had to leave the message instead.

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

November 4, 2016   Revdex.com ID#: 11763741 U-Haul Ref#: 1253602   Thank you for your...

concern for our customer Mr. [redacted].   Amanda C[redacted], our Traffic Manager for our North Alabama Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good morning Mr [redacted],   I received your concern from our customer service department and reviewed your account. I want to start by thanking you for being a patron of our business since 2005. I reviewed your concern and then went through your payment history for the last several years. The only late fee that I am seeing was charged on the October 2016 payment. All of payments were made on the fourth of the every month with no additional fees. In your letter to the Revdex.com, you were disputing a $30 late fee charge, however, when reviewing your credit card history, you were only charged a $15 late fee due to paying 3 days late, as is policy per your rental contract. Our autopay program is designed to automatically charge your payment on your due date and post an automatic note if the card on file is declined. The only notes were also from Oct 2016. I do apologize for any inconvenience this has caused you, however, I'm not showing evidence that this is a recurring incident as your Revdex.com claim states. If for some reason our files are incorrect and your bank statement shows otherwise, please send that to me as soon as possible so that I can correct those charges.  Amanda C[redacted] U-Haul MCO 762 Traffic Control Manager   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

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Dallas Regional Office, reviewed the recent comments from [redacted]. He relayed to our office that [redacted] was on an expired contract after many attempts to contact her. His 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

August 11, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our Raleigh Regional Office, followed up on the information Ms....

[redacted] provided.  She informed our office he spoke to Ms. [redacted] and advised her of a refund for $50 as an adjustment on their rental.  The refund should post on her 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,

Executive Assistant
U-Haul International

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our...

office she contacted Ms. [redacted] and offered her apology. She also advised her of a refund for the fuel fee of $7.87 she issued back to her Visa account. The refund should post on her 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 27, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customers [redacted] and [redacted].   Frank G[redacted], our President for our Fort Lauderdale Regional Office, followed up on the information Ms. [redacted] provided.  He informed our office a refund was issued to Ms. [redacted] and her name was removed from E-Alert.   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 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], Senior Staff for our Customer Service Department, followed up on the information Mr. [redacted] provided and sent him the following email in...

response:Dear Mr. [redacted],I wanted to apologize if our agent made a mistake and entered your information incorrectly. I understand you are seeking a trailer rental in lei of compensation. We care about our customers and I would like to offer you a VIP to cover a one day local trailer rental. If you do want to move to the original location we have no problem with that. You will have to contact them monthly to check availability for the unit size you want. We appreciate your business and value your feedback.Please let me know if you accept the terms of our offer which is a VIP for a 1 day local trailer rental on any date you choose for a value not to exceed $ 53.95. A local rental is when you pick up and return the trailer at the same location. This offer does not cover any storage fees. Again, our apologies for the reservation issue. Thank You, [redacted] UCC Associate Program Manager Customer Service DepartmentMr. [redacted] replied relaying his acceptance of our resolution.  The Certificate was issued to his email address.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 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Johnny D[redacted], our GM for our U-Haul of Avondale, followed up on the information Mr. [redacted] provided.  He informed our office proper refunds were issued...

back to Mr. [redacted]’s Master Card account and should post on his next credit card statement if not already.  Please be assured the issue will be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.   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

November 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, reviewed Mr. [redacted]’s recent comments.  She informed our office she left a message for Mr. [redacted] a few days ago explaining the Certificates were sent to his email address and she could also provide him with the Certificate numbers if he wishes.   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