U-Haul International, Inc.

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Coordinator, sent Ms. [redacted] an email on May 19th requesting...

more information in order to obtain a copy of her rental contract in question. As of today she has not heard back. However, I would like to explain that our fuel policy is listed on the contract Ms. [redacted] would have signed stating U-Haul does not reimburse if the truck is returned with more fuel than when it was dispatched.

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

To whom it may concern:The Revdex.com has closed my complaint and I am unable to respond on the website and I did not want to open another complaint.  However, my issue is still unresolved.  The store manager from the UHaul company, Jerome T[redacted], called me following my complaint with the Revdex.com.  He stated that if I filed a police report I could email him a copy and that he would take care of removing my husband, Marcus [redacted], from the collections list. I sent him the police report on 6/18/16.  Jerome gave me his cell phone number and asked me to text him when I sent the email, which I promptly did. I left for vacation (which is why I did not follow up with the Revdex.com) and contacted UHaul early last week to double check that this matter was resolved.  I contacted the billing department and was informed that they had no record of a police report being filed.  They then told me that I had to fax a copy of the police report to Billing and that they would take care of it.  The representative said that they would contact Jerome T[redacted] and that he would call me and explain what was going on.  I have not heard from Jerome T[redacted] and it has been over a week.I am simply trying to get my husband removed from a collections notice because we did not rent this truck.  I am hoping that someone with Revdex.com can help me since UHaul seems incapable of doing this.  I have now been trying to handle this since I received the initial collections notice on 5/26/16 and it has still not been resolved.  Please help me.Sincerely,[redacted]

January 13, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Belinda H[redacted], our Traffic Manager for our East Bay Regional Office, followed up on the information Ms. [redacted] provided.  According to the notes...

documented with our Emergency Road Assistance line, Ms. [redacted] was advised and understood we could send a service provider out but if there was nothing mechanically wrong with our equipment, she would be charged a service fee.  It was reported back from our repair shop that in fact there was nothing wrong with the coupler, tongue or anything else on the trailer.  Ms. [redacted] was told a refund for the service call would 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,Maria P[redacted]Executive AssistantU-Haul International

December 30, 2015Revdex.com ID#: 11008091U-Haul Ref#: 982882Thank you for your concern for our customer Ms. J[redacted]Jacob Gross, our GM for our U-Haul Moving and Storage of Middletown, followed up on the information Ms. Johnson provided.  He informed our office the refund...

was issued back to her credit card and would post on her next credit card statement.  He also assured our office he gave Ms. Johnson a free month of storage.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 Pa[redacted]Executive AssistantU-Haul International

January 29, 2016Revdex.com ID#: [redacted]U-Haul Ref: 1[redacted]Thank you for your concern for our customer Mr. [redacted]Casey J[redacted] our President for our [redacted]egional Office, followed up on the information Mr. [redacted] provided.  He informed our office Mr. [redacted] disputed...

the charges with his bank, therefore, a payment plan has been set up to accommodate him.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

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

Our records indicate the $50 reservation guarantee was refunded to [redacted] on 8/7.

The credit should appear on her next credit card statement.

We truly...

apologize to [redacted] for her 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

September 5, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Kristina K[redacted], a Senior Customer Service Agent, reviewed Ms. [redacted]’s recent comments.  She explained, as a final resolution, a refund for $43.50 was issued along with a VIP Certificate for $43.50 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.    Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, steam cleaners and garden equipment.  We sell permanent hitches, boxes, packing supplies and propane in addition to many other items.   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 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office.[redacted], a Claims Adjuster for [redacted] Insurance Company, followed up on the information Ms. [redacted] provided and sent her the following email in...

response:Good morning Ms. [redacted], I have received notice of a Revdex.com complaint you have filed with regards to the above referenced loss. I have reviewed our file as well as your complaint. I attempted to contact you today to discuss the resolution of this matter at ###-###-####, I did receive your voicemail, but unfortunately, your mailbox is full and I was unable to leave you a message. As we have previously discussed, the main issue that arises with regards to your claim stems from the fact that some of the damages being presented were not related to this loss. Our investigation was able to uncover photographs of your property on line that were taken prior to 10/13/2013, which clearly show the stone wall in question as already damaged in the same manner as the photographs you provided. The damages to the chain link fencing that runs adjacent to the stone wall is being claimed at a full value replacement for 13 linear feet of fencing as well as all posting and other related hardware. This was also found to be beyond the scope of any damage that may have occurred as a result of contact with the claimed U-Haul equipment. Therefore an offer of resolution was presented for $500.00 as an appearance allowance. We did increase this offer to $750.00 in our conversation of august 27, 2014.. In an effort to resolve this matter in good faith, U-Haul has agreed to offer you the full replacement value of the chain link fence in question per your estimate of repair - $1,175.00. The damages to the stone wall have been denied as prior, unrelated damages to this loss. Please contact me as soon as possible to confirm your acceptance or declination of this offer. If you would like to discuss this matter further, please contact me directly. You may also simply reply to this email if that is a more convenient means of communication for you. I look forward to your response and the resolution of this matter. Sincerely, [redacted] Claims Adjuster II [redacted] Insurance Company [redacted] ###-###-#### Fax ###-###-####Ms. [redacted] replied to Mr. [redacted]’s email relaying she will accept the settlement he offered.Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

July 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Coordinator, sent Ms. [redacted] an email requesting additional...

information in order to research her rental agreement. She hopes to hear back 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

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Charlotte regional office, reviewed the information [redacted] recently relayed to your office. Please be advised we have met our contract obligations by issuing a refund for the $50 Reservation Guarantee Fee because we did not have the appliance dolly available. Because we value [redacted] as a customer, we also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. There will be no further refunds issued.

As a side note, it would seem that a company that is hired to provide the labor to move an individuals household would have the appropriate equipment that would enable them to do the move.

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 Palmisano

U-Haul International

Date Sent: 1/14/2016 12:00:00 AMJanuary 14, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Steve L[redacted] our President for or Saint Louis Regional Office, followed up on the information Mr. [redacted] provided and sent...

him the following email in response:Dear Ms. [redacted],I received a copy of the letter you sent to the Revdex.com regarding your recent U-Haul rental. It concerns me when good customers like yourself report problems. I pulled up your rental documents. I see where you made your Reservation yourself, on our website, where the rates show the 10' truck rents for $19.95 plus $1.19/mile. I also see your Rental Agreement from the time of dispatch that also shows the rate of $19.95 plus $1.19/mile. This is the rate you agreed to at the time of reservation, and again in person at the rental counter when you signed the Agreement. I'm not sure how our rates became unclear to you so I looked into it further. I see that when you picked up the truck you estimated a total of 5 miles would be driven. Upon return, you actually drove 21 miles. The 16 additional miles are what brought up the total from the estimate. There was no error, and you were not overcharged.I have attached a file for you with the following:Page 1 is a shot from our website's Reservation screen clearly showing the rates for customers so they can select and plan accordingly.Page 2 is a printout of the reservation you made online. A similar confirmation email was sent to you when you completed the Reservation.Page 3 is a copy of your signed Rental Agreement at the time you picked the truck up, with estimated rental charges, based upon the 5 miles you told us.Page 4 shows the actual charges at the time of return (* note the difference is in the actual miles driven vs estimated).I do understand that families are on a budget when they move and we always strive to give the best possible rates to our customers. I'm sorry your rental charges exceeded what you expected. We do offer a lower mileage rate (.79/mile) on Sunday thru Thursday. We also have new Cargo Vans that rent for $19.95 with only a .59/mile 7 days a week. Maybe one of these options will serve you better next time.Thank you for taking the time to make me aware of an opportunity.Steve L[redacted]U-Haul Co. of St. LouisOur 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

July 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted]...

provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the lack of service he received. Mr. [redacted] did obtain the $300 VIP Certificate and issued him a refund for $300 back to their Visa account. Mr. [redacted] issued him another refund for $300 for the poor customer service. He explained the U-Box did not look as if it had been broken into but believes it may have been damaged by the forklift when transporting the U-Box. Mr. and Mrs. [redacted] stated nothing appears to be missing or out of place when it was inspected but was not 100% certain. Mr. [redacted] offered to have them come to our [redacted] Park Center to inspect the U-Box when convenient. A claim will be opened if necessary. The U-Boxes have been moved from our [redacted] Center to our [redacted] Park location at Mr. [redacted]’s request and will need to be shipped out of [redacted] Park. Mr. [redacted] has Mr. [redacted]’s cell phone number if any other issues come up. Both refunds for $300 each 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,

Executive Assistant

U-Haul International

August 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] Regional Office spoke to [redacted] on 8/8. [redacted] has refunded the requested amount of $299.83 to two...

different [redacted] Cards. ( $16.81 to the card ending in [redacted] and $283.02 to the card ending in[redacted].)

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

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract. [redacted] the Area Field Manager over the [redacted] dealer spoke to [redacted] today. He explained because the rental was over two years...

old on 5/31/12 he was unable to verify the charges on [redacted] contract. [redacted] said he would send the Halls $214 in VIP Certificates. These certificates can be used for a future purchase or rental on the many products and services U-haul has to offer.

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 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted]. in [redacted], CO, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $48.63 back to Mr. [redacted]’s Master Card account. This amount included a refund for fuel, truck rental, utility dolly, furniture pads and tax. The refund should post on his next credit card statement. Mr. [redacted] also mentioned he helped Mr. [redacted], therefore, is familiar with his 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

February 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Executive Assistant for our Gainesville Regional Office, reviewed Ms. [redacted]’s recent comments to our office. She advised our office she believes Ms. [redacted] is confused with who she is, as well as who our GM is at our U-Haul Center. Our GM again called Ms. [redacted] and explained the truck they returned was not refueled to the same level as when it was rented. Ms. [redacted] stated they did ask Ms. [redacted] to go to the gas station for a fuel receipt. She just needs to let the attendant know the date and time she was there. Ms. [redacted] relayed that the bottom line is the truck was not refueled to the same level and, therefore, she was charged. Until a receipt can be shown to verify the fuel fill up, a refund will not be issued.

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

As stated in U-Haul's reply to my complaint, they did initiate contact regarding my Revdex.com complaint AFTER I submitted my complaint. Having previously spent a lot of time on the telephone with CT Central Reservations and Customer Relations prior to and after my move, without resolution, I have no interest in further conversation with U-Haul agents (this is why I contacted the Revdex.com for help) and therefore I did not return the agent's recent telephone calls. U-Haul has access to the same documentation surrounding the events described in my complaint (i.e., contracts, subsequent conversations, complaints filed, etc.), which they can use to verify and investigate my claim. From, there, they can either chose to acknowledge their error, issue a refund, and retain my business, or do otherwise, and lose my business. The ball is in their court, so to speak.

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Iowa Regional Office, reviewed Mr. [redacted]’s recent comments to your office and sent him the following email in response:Dear Mr. [redacted], I apologize that you had to travel to pick up your equipment. U-Haul’s trucks, trailers and support items, are "rolling inventory" so the situation literally changes with each customer. I sincerely apologize for your inconvenience and have looked into the charges you received from your drop off location. It appears that [redacted] refunded $58.65 on 10/12/15 for the truck. I noticed that you had also been charged $30.42 for the transport, so I put in for a refund today for you. I have also emailed you a $50 VIP certificate that can be utilized for propane, rental items, or any other merchandise U-Haul sells at corp. or independant locations or on-line. Again, I apologize for the inconvenience of you haveing to travel to pick up your equipment from a different location other than your preference location. Sincerely, [redacted] U-haul Co of IowaWe 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

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he...

contacted [redacted] by phone and email and advised her of a refund for $950 he issued back to her [redacted] account for the delay and inconvenience she experienced with her U-Box transaction. 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 2, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you again for forwarding Ms. [redacted]’ recent comments to our office.   Michael H[redacted], our Traffic Manager for our Eastern Florida Regional Office, relayed Ms. [redacted] has been refunded a total of $238.70 and the check was mailed on September 22nd, which can take 10 business days to receive.   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