U-Haul International, Inc.

August 25, 2014

Revdex.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 and advised our office [redacted] was contacted. Please be advised that our fuel policy is listed on the Rental Contract [redacted] signed and states we do not reimburse for extra fuel put in the truck. A refund, however, for the full amount of the rental, or $67.27, was issued back to [redacted]’s [redacted] account as an adjustment on her rental.

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 19, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customers Mr. and Mrs. [redacted].   Jerome T[redacted], our GM for our U-Haul Center at I-95 and State Rd. 84, reviewed Mrs. [redacted]’s recent comments.  He advised our office Mr. [redacted]’s name was removed from E-Alert and he was advised of 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, Maria P[redacted] Executive Assistant U-Haul International

September 1, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Baki A[redacted], our GM for our U-Haul Moving and Storage at Capital Dr., followed up on the information Ms. [redacted] provided.  He informed our office he advised Ms. [redacted] her and her mother would need to come in at the same time to transfer the name on the storage account, however, the account needs to be current on rent.  He explained to Ms. [redacted] a debt could not be transferred to another person.    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 18, 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 the same amount that was charged, or $1,460.45, was issued back to Mr. [redacted]’s...

Visa account on the same day as the charge. The refund should have posted on Mr. [redacted]’s last months 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

June 14, 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 and sent him the following email in response:

Mr. [redacted] - Thank you very much for the reply and the information / documentation. The 17' rental trucks have a 48 gallon fuel tank. They would typically get around 9-10 miles per gallon, but most people driving them drive them as if they were cars, expecting to accelerate at the same rate they would in a car. 13.3 is not unreasonable. I can assure you that it is never our intent to rip anyone off as not only does none of this money go into any local pocket, but, treating customers poorly surely would not have us celebrating our 70th year this year. We prefer customers to return with the agreed upon amount of fuel, and unfortunately, some times the gauge is read before it gets to the highest point, or it was exaggerated at one point or another (there's no way to put "almost at 1/4"; into the computer system so, opinions some times mess with the math). I do again sincerely apologize for the inconveniences that we have caused you, And I have issued the credit for the $59.60 charged (copy attached). The credit could take up 3 to 5 business days before your bank applies it to your account, but it has been processed on our end. Thank you very much for the opportunity to resolve this for you, and I regret that we didn't get this taken care of much quicker and with fewer steps required by you. We do appreciate your business, and I hope we can do better for you in the future. 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

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted], followed up on the information [redacted]...

[redacted] provided. She informed our office a refund for the delivery charge in the amount of $360 was issued back to [redacted]’s [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,

Executive Assistant

U-Haul International

September 1, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   Traci H[redacted] our GM for our U-Haul Moving and Storage of Anchorage, reviewed Mr. [redacted]’s recent comments.  She advised our office Mr. [redacted] was given an option to either pick up a tire in Fairbanks or we would have the trailer towed for him.  He declined both so we found it necessary to retrieve our trailer.  She has no knowledge of Mr. Mandato-[redacted] stating he was told he could not retrieve the trailer because we had already sent someone, however, nevertheless this is what he would have been told if we had in fact already dispatched someone.  Ms. H[redacted] also stated she had no knowledge of him requesting recorded calls.  She was aware Mr. [redacted] requested a call from John Norris, our President for our Alaska Regional Office, however, he was not somewhere that had cell phone service, therefore, not available at the time of Mr. [redacted]’s issue.  The seven-day charge was because Mr. [redacted] was charged for the time until U-Haul had possession of our trailer.  Please be advised our 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, Maria P[redacted] Executive Assistant U-Haul International

July 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Louisiana...

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

Mr. [redacted], I was sorry to hear about your trouble with the return of your trailer. After reviewing the notes from your file my Area Manager did try to call but at the time there were no notes showing the phone number was incorrect. Since he could not reach you he took your word and had the overtime note amount removed from the rental so you would not be charged again. I did speak to him and asked that in the event that this would happen again to send our customers an email if they could not be reached. Also, he has spent some extra time with the location to train them on how to check their lot for after hours returns daily so this will not happen again to you or any other customer. Thank you for taking the time to let me know about the situation. If you ever need our services again you can call me directly. I would be happy to help you in any way. Thank you, [redacted] President U-Haul Co. of Louisiana ###-###-####

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 Assistant

U-Haul International

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] in our [redacted] Regional Office informed us a credit of $232.78 was refunded to [redacted] on 8/14. [redacted] sent an e-mail to...

[redacted] with this information and also offered her sincere apology for his recent experience with our company.

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

July 18, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Haley R[redacted] our Field Manager for our Atlanta North Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hello Mr. [redacted], I have refunded the fuel charges of $3.50 to the card on file. I'm sorry for the inconvenience.   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

July 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, had previously followed up on the information Mr. [redacted] provided and sent him the...

following email in response:Good Morning [redacted], My Name is [redacted] and I work in the regional office with U-haul located here in [redacted], Wa. I wanted to apologize for the trouble you had with the equipment on your rental and let you know that I'm going to be issuing a Reservation Guarantee to the card we have on file for the inconvienence. This will show as a $50 credit on your card in the next 2-5 business days. Please let me know if you have any other questions or concerns! Thank You! [redacted] U-Haul Regional Office Truck, Trailer, Towing, U-box reservations ###-###-####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 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office.  Please be advised the name on the U-Haul contract is listed as [redacted].Stu K[redacted], our Field Manager for our Southern Massachusetts and...

Cape Cod Regional Office, followed up on the information Ms. [redacted] provided.  He attempted to speak to Ms. [redacted] but reached her voice mail.  He left a detailed message with his direct cell phone number should she have other questions.  Mr. K[redacted] explained this issue is a matter between Ms. [redacted] and her daughter’s boyfriend, Mr. [redacted].  U-Haul is the third party.  The credit card was authorized by Ms. [redacted], as she mentioned in her letter to your office, for all charges relating to this rental from start to finish.  We can only make a refund to the credit card if another form of payment is provided.  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

May 20, 2015Revdex.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 advised our office Mr. [redacted] was...

contacted and they were able to reach an amicable resolution. [redacted] confirmed Mr. [redacted] could have benefitted from a one-way rate by a variance of $32.00. A refund for $50 was issued back to Mr. [redacted]’s [redacted] account as an adjustment on his rental and the refund should post on his next credit card statement.As we value Mr. [redacted] as a customer, [redacted] also sent him 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 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

November 18, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided. He informed our office he issued [redacted] a refund for $30 for the mileage and inconvenience she experienced. He assured our office the information has been addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. The refund was issued back to [redacted]’s [redacted] account and 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,

Executive Assistant

U-Haul International

July 14, 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 Oceanside Regional Office, followed up on the information Mr....

[redacted] provided. She explained the hold on Mr. [redacted]’s credit card dropped a few days after it was put on by his bank. Only the rental fee of $97.20 posted to his account. A refund for the ball in the amount of $5.38 was issued back to the same [redacted] account on July 4th and should post on his next credit card statement. Any further reimbursement is not warranted as the U-Haul equipment was used for its intended purpose.

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 25, 2014

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 North Seattle regional office, reviewed the information Mr. [redacted] recently provided. She informed our office Mr. [redacted] responded to her email and she sent him the following email in response:

[redacted], When a customer comes in to pick up a truck we do pull the truck for the customer and at that time we leave the keys in the truck when the customer comes back in to complete the contract as to let the truck warm up in the winter or cool down in the summer.We do not leave the keys in the truck at all times only when we have a customer that is going to be leaving with the truck. This has not been problematic as there is always some one inside or on site when the truck is running and there are cameras that allow us to review if it was a situation where a stranger did steal the equipment. In this case, because you are a valued customer we tried to contact you right away after you had left with the truck but the number you provided us with belonged to your mother which made it very difficult to reach you and rectify the situation. I do appreciate your concern and thank you for bringing this to our attention and in the future we will make sure that all of our customer service reps relay information to the customer that there is more to the contract to be completed before they leave with the equipment.

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 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental agreement.  [redacted], our GM for our U-Haul Moving and Storage at Airport, followed up on...

the information Mr. [redacted] provided.  He informed our office a refund for $100 for two days later delivery was issued on August 24th.  The refund should post on his next Visa 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

June 22, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Trey B[redacted], our President for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he attempted to contact Mr. [redacted] and left a message for a return call.  When they spoke on June 11th, Mr. B[redacted] explained Mr. [redacted] didn’t request a refund during their conversation and in fact thanked Mr. B[redacted] at the end of the call.  He will discuss the issue when he hears back 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 Assistant U-Haul International

October 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers [redacted] and [redacted].[redacted], our Executive Assistant for our Richmond Regional Office, reviewed the recent comments provided by Mr. [redacted].  She informed our office she spoke to Mr. [redacted] and offered her apology for the inconvenience he experienced and advised him of a refund in the amount of $230 for being quoted a different priced.  She also explained he received a $100 credit for the boxes being delayed by our shipper.  Mr. [redacted] relayed his appreciation for the resolution.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

February 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Arkansas regional office,...

followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] the following email:

[redacted], We have issued two credits to you. One for $50 for the guarantee and the other for $73 for the difference in the rate. Sorry about the mistake. We do appreciate your business. [redacted] Area Field Manager

Our records indicate the $50 refund was issued to Ms. [redacted] account ending in 6311 and the $73 refund was issued to her [redacted] account ending in 5398. Both were issued on February 4th and 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,

Executive Assistant

U-Haul International