U-Haul International, Inc.

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 Nashville Regional Office, followed up on the information Ms. [redacted] provided....

He informed our office he spoke to Ms. [redacted] and addressed her concerns. He offered his apology and assured her that her storage account was in good standing and that she had a zero balance on both of her storage units. As a token of gratitude, Mr. [redacted] relayed he was sending her a VIP Certificate in the amount of $144.95 to cover a month’s rent on one of her units.

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 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our South Philadelphia...

regional office, followed up on the information [redacted] provided and sent him the following email in response:

Hello [redacted], We apologize for your inconvenience. Understand how frustrating this may have been. We will like to cover your hotel expenses and cover 50% of the rental cost. If possible could you email me the reciepts for the hotel. 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

September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the contract.[redacted], our President for our [redacted] Regional Office, followed up on the information...

[redacted] provided. He informed our office [redacted] and [redacted] were contacted and advised that at that time the pick up location was only preferred and had not yet been scheduled. Once the equipment is scheduled at a specific location and time, we guarantee to fill the reservation as scheduled or will refund the $50 Reservation Guarantee Fee. Their situation did not qualify for the refund of the Guarantee Fee.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

March 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

It has previously been explained to Mr. [redacted] that his situation does not warrant a refund for the $50...

Reservation Guarantee Fee. We realize he may have been inconvenienced for having to wait in line when he arrived at our U-Haul location to rent the truck he had reserved for 5:00 PM, however, he was dispatched at 5:22 PM. Please be advised a refund will not be issued.

As we value Mr. [redacted] as a customer, we sent him a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided and sent him the following email in response:

[redacted], My name is [redacted] with the [redacted] regional office. I also left you a voicemail to clarify the card numbers on file. I will email over what I have so far which can also be seen on your [redacted] using your reservation number [redacted] and your last name. If this is not sufficient please let me know. I do apologize for the confusion as we thought you already received your receipts. My email address is [redacted] and my phone number is [redacted]. 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

October 22, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our President for our Pittsburgh Regional Office, followed up on the information Mrs. [redacted] provided.  He informed our office...

their claim is still an open claim with [redacted] Insurance Company.  Refunds totaling $2,475.16 were issued back to their [redacted] account in the interest of customer good faith on August 26, 2015.  Mr. [redacted] relayed that while the cause and origin of the incident are still being investigated, a good faith resolution offer was previously made and was refused by our customer.  He added this is an open and active claim and is currently being handled through [redacted].  We will continue to work toward a fair resolution.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

July 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual reservation.

[redacted], our Traffic Manager for our [redacted]...

[redacted] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced and for the shortage of equipment in the area they were moving from. Ms. [redacted] assured her she would follow up further on the information she relayed 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,

Executive Assistant

U-Haul International

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department followed up on the information Ms. [redacted] provided and advised our office...

that on November 15th they received electronic notification from the [redacted] that Citation# [redacted] was issued to a U-Haul vehicle for a fire hydrant violation on November 4th at 5:41 am. Using the date, time and license plate information provided on the citation, it was determined that the Citation was issued during the time of Ms. [redacted]’s rental. The Citation was processed and Ms. [redacted]’s credit card was charged $20.06 leaving a balance due of $124.94. On November 18th our Equipment Recovery Department received Ms. [redacted]’s online payment confirmation. They replied to her that nothing further was needed. The confirmation was dated November 13th and showed she had made an electronic check payment. Equipment Recovery then submitted a reversal request for the $20.06. As of today, th[redacted] online webpage shows the Citation as unpaid. Equipment Recovery called the [redacted] Violations Department to find out why Ms. [redacted]’s payment had not yet posted and was told the echeck bounced on November 13th. The City Representative is still holding U-Haul responsible for the Citation. To avoid any issues with our vehicle while on a rental, we have since paid the fine. Equipment Recovery has reopened the billing account for Ms. [redacted], which is $145. They are also requesting Ms. [redacted] contact us back to advise us when she will make payment to cover the Citation.

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, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer [redacted].   Joshua N[redacted], our Area Field Manager for our Tampa Regional Office, relayed to our office their decision in the matter remains the same.  It is documented in the Rental Contract Addendum and Document Holder under the Terms and Conditions that “Customer expressly authorizes Company to apply any and all additional charges, including lost rental revenue, on the credit card used to pay for the rental or on that credit card used as meaningful assurance.”  The one-way rate is not listed on the contract due to the fact the rental was for an in-town move.  At time of rental Ms. [redacted] didn’t say she would be dropping off one-way, therefore, we had no idea where she had intentions of dropping the equipment.  She signed the contract agreeing to the bring back the truck to the same dispatch location and since she did not, additional fees apply.   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 28, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Tom B[redacted], our President for our North [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology...

for the inconvenience she experienced due to the unfortunate random act of break-in. He advised her he had contacted [redacted] Insurance Company and requested they expedite her claim for [redacted] Coverage of $1,000. Mr. B[redacted] also provided her with one month free storage in the interest of customer good faith and asked her to call him when she was planning on moving her stored belongings to Georgia and he would assist her with getting the right U-Haul equipment at the lowest cost.

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 29, 2014

Revdex.com ID[redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], our Executive Assistant for our Knoxville regional...

office, followed up on the information [redacted] provided. She informed our office she left a message for [redacted] offering her apology for the problems he incurred and provided her telephone number for a return call if not already. She relayed she was having the truck he rented brought into our shop to be checked and have any necessary repairs done as needed. Our records indicate a refund for the $50 Reservation Guarantee Fee was issued to [redacted] along with 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.

Please be aware, as with anything mechanical, when a problem arises it will be when in use. Therefore, we value and rely on our customer for feedback when renting our equipment.

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 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.[redacted], our Executive Assistant for our [redacted], OH Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she issued a refund for $70 back to the [redacted] account listed on the rental contract. The refund 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

January 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] with the Customer Support Team of Moving Help reviewed the recent comments from Mr. [redacted]. She explained that Mr. [redacted] released the Payment Code to Moving Helper so those funds are no longer available. The customer is advised that they should not release the Payment Code until the job has been completed and they are been satisfied. Ms. [redacted] stated that if Mr. [redacted] is seeking a reimbursement of any sort, he must go through the service provider directly as explained in her previous email to him on November 25th.

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

July 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed Mr. [redacted] agreed to the adjustment issued on June 30th back to his [redacted] account and in fact stated he felt it was a fair resolution. The truck in question has never had a service call placed including when Mr. [redacted] rented the truck. The refund issued for $467.20 should post on Mr. [redacted]’s next credit card statement if not already. No further refund or adjustment will 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

July 18, 2016   Revdex.com ID#:...

[redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Mr. [redacted].   Crystal S[redacted], our Traffic Manager for our North Austin Regional Office, followed up on the information Mr. [redacted] provided.  She informed our office she spoke to Mr. [redacted] and offered her apology for the inconvenience he experienced and for not taking care of his concerns sooner.  A refund for $1,236 was issued back to his [redacted] account 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, Maria P[redacted] Executive Assistant U-Haul International

December 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Virly W[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed Ms. [redacted]’s recent comments.  She informed our office she spoke to Ms. [redacted] and explained she had not received the photos.  Ms. [redacted] stated she would be taking her vehicle to a shop for an estimate and will take U-Haul to court.  Ms. W[redacted] relayed, without the photos of the hitch, she could not determine if the hitch was installed poorly.  She asked Ms. [redacted] if she could have the shop or herself take photos and forward them to her for review.  Ms. [redacted] refused.  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 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.The response that was received my Ms. [redacted] has nothing to do with the complaint that I filed with Revdex.com. Please have the President of the Orlando Regional Office or her review the complaint and respond to my actual complaint. Attached to this response are pictures of the before and after of my $35,000 dollar vehicle. After the employee installed the trailer, I immediately said something to him and asked for the manager [redacted]. Both employees of Uhaul ensured me that the damage done to my vehicle would be fixed. ([redacted] gave me documentation before I left with the trailer about fixing it). [redacted] knew that this trailer was a one way trip to Illinois, I would not have left with the trailer if I knew that 2 months later my vehicle would still be damaged. I did not know that I would not be compensated for the damage that they did to a vehicle that I have only had for 6 months. [redacted] since then has not returned my phone calls or emails to resolve this issue. As a customer that was guaranteed and used this location numerous times, I want the damage to my vehicle fixed as I was promised and I want a check for the amount of the estimate (attached). This as been a very unpleasant and unprofessional way that Uhaul has handled me as a customer and the situation. I believe that I have provided adequate proof of the damage that their employee created and I do not understand why this has not been resolved!

Regards,

August 4, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted]   Stacy A[redacted], our GM for our U-Haul Moving and Storage of Kalamazoo, followed up on the information Ms. [redacted] provided.  She informed our office she contacted Ms. [redacted] but was hung up on when  trying to understand her concerns.  She did, however, issue a refund for the issue they experienced in the hopes of keeping Ms. [redacted] as a future customer.  The refund for $183.38 was issued back to her [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, Maria P[redacted] Executive Assistant U-Haul International

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Andia, our Executive Assistant for our Western...

Massachusetts and Vermont regional office, followed up on the information Mrs. [redacted] provided. She sent them an email requesting they call her at ###-###-#### at their earliest convenience. She also left a message on their voice mail requesting a call back to personally address their concerns. Ms. Andia advised our office she has not been contacted.

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 11753186, 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,