U-Haul International, Inc.

June 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] will be sending pictures and an estimate for damages on front of vehicle for further review and consideration. Mr. [redacted] also assured our office he discussed the situation with our GM involved to ensure proper procedures are being followed locally.

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 23, 2015

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 Central North...

Carolina Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. In addition to the previous refund for $370 he issued Ms. [redacted] on June 12th, Mr. [redacted] issued a supplemental refund for $180 to make a total refund for $550 as an adjustment on her rental plus her fuel receipt. Both refunds 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

April 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he is currently working with Mr. [redacted] and waiting for him to file a claim in order research the situation and reach a 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 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional,...

followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns at length. They came to an understanding over the reservation and both agreed things could have been different on both sides. Mr. Bohlman issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s [redacted] account, which 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

October 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], a Claims Adjuster with [redacted] Insurance Company, advised our office he was contacting Ms. [redacted] and would advise her their office is in the...

process of investigating her concerns and will follow up with her on a 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 10, 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] regional...

office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $1,000. The refund 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,

Executive Assistant

U-Haul International

September 26, 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 Western Ontario...

Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund she issued him for $1,194 for the issues he encountered during his rental. She also offered her apology for the inconvenience he experienced.

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 10, 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 Eastern [redacted] regional...

office, followed up on the information Ms. [redacted] provided. She informed our office a refund for $16.95 was issued to Ms. [redacted] as requested along with an additional $50 as an adjustment. 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

June 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Oklahoma City Regional Office, followed up on the information Ms. [redacted] provided. He informed our office, in an effort to resolve Ms. [redacted]’s concerns, [redacted] Insurance Company offered to issue her a refund of $1,000. Ms. [redacted] declined. Because her claim involves a loss, she was told she would need to pursue her claim with [redacted] Insurance Company. Ms. [redacted] stated she would contact [redacted] but if they are not able to do anything else she would be contacting an attorney.

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

November 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Anthony F[redacted], our Area Field Manager for our Fort Lauderdale Regional Office, followed up on the information Ms. [redacted] provided and sent him the following email...

in response:[redacted] my name is Tony F[redacted] the Area Manager for U-Haul of FTL . I am sorry about the issues you had at Southgate Mobil . I have refunded your rental in full . I made a call to you and it would not go through. If you need to speak to me my # is ###-###-####. Thank YouOur 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 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company researched Ms. [redacted]’s claim and concluded...

that her furniture had normal wear and tear and they would not be issuing a refund for the damage she claimed.

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 28, 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 Northwest [redacted] Regional Office, followed up on the...

information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and provided him with the telephone number to RepWest Insurance Company in order to file a claim for his damages.

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

Revdex.com: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 am completely unsatisfied with the response to my complaint for several reasons--the primary reason being that absolutely no one from U-Haul has evercontacted me in response to any the complaints I have submitted to them since our belongings were eventually delivered by U-Haul (on August 6, 2014). No one from U-Haul has ever bothered to contact me about my complaints.  Period. If they had, I would not have bothered Revdex.com with my complaints.  More specifically, the portion of this response stating that:
"[redacted], our Area Field Manager for our Iowa Regional Office, followed up on the information provided... he contacted Dr. [redacted] and discussed his concerns.  He advised him of a refund for the U-Box rental fees in the amount of $597.65 due to the delay."This is absolutely untrue.  [redacted] and I have not shared any correspondence since July 29, 2014.  To further support the untrue nature of this statement, if Mr. [redacted] had spoken to me (Dr. [redacted]) more recently, he would have (hopefully) recalled that I am a female and thus, should not be referred to as a "him".  Further, I have absolutely no idea how the refund amount of "$597.65" was supposedly reached—but, I can definitively report that I was not involved in the process of reaching that figure.  I can also report that the only refund that has been applied to my credit card, which could be from U-Haul, was actually in the amount of $567.95 not $597.95.  Either figure is far below what I requested even in my original complaint to U-Haul, let alone the revised figure that accounts for the additional hours of time I have had to waste to resubmit and resubmit and resubmit this complaint.  Further, I never "relayed that four boxes would accommodate [his] move." Never.  I asked [redacted] about the status of our fifth box in one of my first messages to him.  His only response to my explicit mention of our fifth box was that he would "...see what [I] can do about a 5th."  I mentioned the fifth box in two additional subsequent messages and received no update.  Finally, in my final message (which I have attached an image of, and could also provide images of all the previously described message), I stated explicitly that the lack of a fifth box required us to sell/get rid of some of our belongings--I do not believe that this statement could be construed as relaying that "four boxes would accommodate [his] move."  I can also provide pictures of all the things we had to sell/give away.  Further, the statement that "All boxes shipped on time" is absolutely irrelevant considering that we did not receive the boxes by the agreed upon date, we did not receive the number of agreed upon boxes, and the boxes arrived at our final destination late (despite the fact that they were "shipped on time").  
Frankly, at this point in the process of our complaint, it is hard to not also question the veracity or sincerity of the statement that "Our customers are veryimportant to us...".  A company that refuses to respond to complaints after they are filed once, let alone repeatedly, and that seems to take the attitude that if a customer complaint is ignored or dismissed, the customer will go away, does not seem like one that cares about its customers.  Thus, I cannot find a single reason that would motivate me to even consider accepting U-Haul’s response to my complaint.  There is barely a statement in it that I would judge as true.    Aside from the numerous phone calls, text messages, and in-person conversations we made over a period of ~1 week to locate our U-Boxes, have them delivered, have them shipped, and then have them re-delivered, we have also filed two complaints with U-Haul over their own online "Contact Us" system,made several phone calls, and are now submitting a second complaint via B.B.B.  In our first complaint to U-Haul we requested a refund for half the costof shipping given that none of our contract with U-Haul had been honored.  In our original complaint made to B.B.B., after having filed a number of additional complaints, we increased our requested refund by $300.  Now that U-Haul has decided to respond to our B.B.B. complaint with a series of lies, we are forced to increase our requested refund by an additional $300 for a total of $2,199.90 (not to mention the weeks for which U-Haul has drug this process out, robbing us of the money that we are owed by them via a timely refund).  With the $567.95 amount that U-Haul arbitrarily decided to provide as a refund, the total that I feel we are still owed is $1,631.95.Sincerely,[redacted]

November 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our President for our [redacted]...

Office, followed up on the information [redacted] provided. He informed our office the extra days were refunded in the amount of $99.43 back to [redacted]’s [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,

Executive Assistant

U-Haul International

July 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] regional office located...

in [redacted], followed up on the information Mr. [redacted] provided. He informed our office due to any misunderstanding that may have taken place between Mr. [redacted] and our U-Haul dealer, he sent Mr. [redacted] 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,

Executive Assistant

U-Haul International

October 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our Tidewater Regional Office located in Portsmouth, reviewed Ms. [redacted]’s recent comments and advised our office he stands by our original resolution that was previously relayed to your office.  He stated he feels they have been fair with Ms. [redacted] and no other resolution will be offered.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

August 17, 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 Hamilton, Ontario Regional Office, followed up on the...

information Ms. [redacted] provided.  He informed our office he left a message for Ms. [redacted] on August 4th requesting a return call.  He also offered a refund for the $30 service fee.  He hopes to hear back soon and can be reached 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

[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 [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.

Regards,

Jene Pr[redacted]

March 3, 2016   Revdex.com ID#: [redacted]           U-Haul ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Kelley D[redacted], our Executive Assistant for our Southern Colorado Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response: Hello Anita, My name is Kelley D[redacted] and I am the Executive Assistant for U-Haul Co. of Southern Colorado. I am emailing you to inform you of our findings on your storage account, based on your second Revdex.com letter. When looking at your history, a $15 credit was issued by GM Jeremy Bonner to offset the first late charge on your account so you were never charged for that. There was a second late fee of $15 which was added to the account on the seventh day past your payment due date. I have issued a refund back to your card for this second fee which may take 3-5 business days to process. For future reference, I want to make sure you understand that being on autopay does not exempt you from late fees. If we attempt to collect payment from your card and it is declined, late fees will apply. The first late fee is assessed on the third day past your due date and a second one is assessed on the seventh day past your due date. If you are 30 days delinquent on your payment, a $50 lien fee will be posted as well. If you have any further questions regarding this matter or your storage contract please feel free to contact me and I will be happy to review them with you. Thank you and have a great day! Kelley H. D[redacted] Executive Assistant U-Haul Co. of Southern Colorado [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

August 27, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided.  She...

contacted Mr. [redacted] and advised him of a refund for $125 that was issued back to his [redacted] account on July 11th.  The credit should have already posted to his credit card account.  Mr. [redacted] relayed he would contact his credit card company to confirm the refund.
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