U-Haul International, Inc.

November 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and...

Storage of [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello, This is [redacted] General Manager of [redacted] U-Haul. Please give me a call to resolve any issue you still have. I'm going to waive the late fee's that are on your account but will not be able to do this again in the future. Office [redacted] Cell [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

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul at [redacted] Dr. location, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and...

offered his apology for the length of time it took to properly resolve her concerns. He advised her of a refund for the extra mileage charge in the amount of $1.30 back to her [redacted] account. The refund should post on her next credit card statement.As we value Ms. [redacted] as a customer, Mr. [redacted] 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.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

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the check for [redacted] was issued on July 21st and cleared on August 1st.

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 11, 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, reviewed Mr. [redacted]’s recent comments and sent him another email in response: Good morning Mr [redacted], I wanted to reach out to you and let you know that we are issuing a credit back to your credit card in the amount of $15 for the late fee that you were charged. After reviewing your file and speaking with our programmers, we feel that the expiration date may have been changed during a recent update in our storage program. From the feedback I have received, our programmers feel that during the data transfer, your expiration date was entered incorrectly, thus causing the expired card decline on your autopay. Our new program has enabled us to better serve all of our customers and our AutoPay program serves as another convenience to avoid having to remember to pay your payment. I do apologize for you having this issue, as the program is to make things easier for you, not more difficult. I am issuing you the credit today so it should show on your card within 3 to 5 business days. Thank you for your time and patience in this matter. If you have any other questions, please feel free to call me or email me back to discuss. Amanda C[redacted] U-Haul MCO 762, Traffic Control Manager Office: ###-###-#### VoIP: 762301   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 23, 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 New York Regional Office, followed up on the...

information Ms. [redacted] provided and sent her the following email in response:

Dear [redacted], I have received the forward of the information you had provided to the Revdex.com, And I would like to sincerely apologize for the inconveniences. I have reviewed your account at the Rome, NY location, and have attached a copy of your payment ledger for the account. Items highlighted in yellow are late fees that have been waived, amounts written off, and VIP Certificates used towards your rental. To date, these discounts come to $1005.30. I do apologize for any inconveniences, however, we will no longer offer any discounts in any way, shape or form. As such, your three options are a) make the appropriate payments on time, b) make the appropriate Payments plus any applicable late or lien fees, or c) you may vacate the storage rooms and seek Storage at another, non-U-Haul location. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Florida regional office, reviewed the information Ms. [redacted] provided. She advised our office she discussed her concerns with our U-Box Department again. After another careful review they determined the U-Box was delivered two days late and relayed that the 10 business day delivery begins once the final payment has been made. Payment was made on March 22nd. The Boxes were due on April 4th but not delivered until April 8th. As previously explained, our policy is to refund $100 for each day the boxes are late. Therefore, a supplemental refund for $100 has been issued to Ms. [redacted] to equal a $200 refund.

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 29, 2015Revdex.com # [redacted]U-Haul Ref# [redacted]Thank you for your continued concern for our customers [redacted].[redacted] our insurance carrier, provided us with the details of Mr. [redacted]'s claim:    Customer, [redacted], rented the [redacted] on 1/25/2015. In town rental. No safetow purchased. Customer called roadside assistance on 1/26/2015 and reported that the trailer had started whipping and spun him around facing the opposite direction. The police officer saw no damage to the trailer. It was dark and roads were wet. He continued to drive the trailer. Later that day he noticed the left rear tire was not aligned and lug nut was missing. The customer told me that he had driven the trailer 100 to 150 miles and this was his 2nd trip. Gm, [redacted] reported that dealer employee, iris from biers rental in fenton, mo, witnessed the lessee hydroplane on the bridge and bounce off the guard rail. The tire had been repaired by a service provider on 1/16/15 and the customer was told that its possible the service provider did not tighten the lug nuts, however, the trailer was on rental 3 times since then before this customer rented it with no reported problems. Edr states that the damage to the trailer consists of fender smashed, driver side wheel bent, bent tongue. We do not have a police report. [redacted] Claims adjuster Repwest insurance company Nebraska field claims office ###-###-#### Fax ###-###-####          Thank you again for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International

October 27, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Patricia P[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on theinformation Mr. [redacted]...

provided. She informed our office she left a message for Mr. [redacted]and explained a refund will not be issued. She also asked we relay the following information to youroffice:Mr. [redacted] went to our location at [redacted] to rent a large truck. When he presented hisDriver’s License, it was expired. At that point, he asked our Field Relief Manager, Gil R[redacted] to justchange the expiration date so he could just rent the truck. Gil would not, so Mr. [redacted] asked tohave a reservation made in his name and gave his Credit Card as Meaningful Assurance. He stated hewould have a friend come back and pick up the truck and be the driver. Gil made the reservation for him.He called his friend and told him the reservation was in Justin’s name and a credit card was placed onfile. When the friend came back, he presented a valid driver’s license and took the truck. At no timeduring these exchanges, was it mentioned that the driver would be responsible for the payment.As a former General Manager of a center in Concord, Mr. [redacted] knows the procedure of getting acredit card on file and that the card would be charged for the rental. All the charges on the contract arevalid. He also knows that the equipment must be returned with the same fuel level that it wasdispatched with. We did charge him for the fuel and the service fee since the truck was dispatched at ¼tank but was returned with a 1/16 of a tank fuel. The truck was also returned dirty but we opted not tocharge the cleaning fee.There is no refund due.Mr. [redacted] states he emailed the General Manager of the [redacted] location and had not heardanything. She is currently out on Medical leave and has not been at the center since July 28 th .Our customers are very important to us and we regret to hear of situations that cause problems forthem. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely,Maria P[redacted]Executive Assistant

June 29, 2015

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 Arizona Regional Office, followed up on the information...

Ms. [redacted] provided. She informed our office she has not been able to reach Ms. [redacted] by phone and has not received a return call. A refund for $45 was issued back to Ms. [redacted]’s [redacted] account for the extra rental period charge. 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,

Executive Assistant

U-Haul International

July 31, 2015

Revdex.com # [redacted] U-Haul Ref# [redacted]

Thank you for your concern for our customer [redacted] the President in our [redacted] , CA Regional Office reviewed Ms. [redacted] concerns. He informed us the already refunded amount of $250 is a fair reimbursement...

for the problems Ms. [redacted] experienced during her rental.

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,

Executive Assistant

U-haul International

October 28, 2016   Revdex.com ID#: [redacted]           U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Chris T[redacted], our President for our West Sacramento Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email today in response: Mr. [redacted], We have processed a refund to your credit card today for the fees of a rental completed in [redacted] Ca. You should receive a credit within 5-7 business days depending on the bank. We will look into the proper customer for charges. We do apologize for the inconvenience this may have caused. Thank you, Chris T[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

January 26, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Jody P[redacted], our Executive Assistant for our Southern Minnesota Regional Office, followed up on the information Ms. [redacted] provided.  She explained Ms. [redacted]...

made a reservation on line for a 10-foot truck and a utility dolly for her move on September 26th one-way to Pasadena, **.  She was given a rate of $899 for the truck.  She then added an Auto-Transport to her reservation on September 26th at a rate of $230.  On September 26th Ms. [redacted] called our Traffic Department and spoke to our Traffic Manager, Jodie L[redacted] Ms. [redacted] explained she needed more space for her be[redacted]ings that did not fit into the 10-foot truck.  She requested a 5x8 trailer that she would tow with her 2013 Kia Soul.  Ms. L[redacted] relayed we only had a 6x12 trailer available but would rent it to her at the same rate of the 5x10 trailer.  Although this transaction took place in September, Ms. L[redacted] remembers offering Ms. [redacted] a larger truck to accommodate her goods but Ms. [redacted] declined because she already had the 10-foot truck loaded.  Ms. L[redacted] provided two additional days at no charge and Ms. [redacted] accepted the trailer.  Later that day on September 26th, Ms. [redacted] canceled the Auto-Transport because she decided to tow the 6x12 trailer with the U-Haul truck.Please be advised our recommended size of equipment is based on average rooms of furniture.  Only our customer knows how large or bulky their furniture is and the final decision on what size of equipment to rent is their responsibility.  We can only recommend or suggest what may accommodate their items. 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

[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,

William [redacted]

November 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], a Customer Service Manager, followed up on the information Mr. [redacted] provided.  He explained Mr. [redacted] states his contract was not able to be...

completed and for this reason we are unable to provide a copy of the contract.  Mr. [redacted] was advised he will need to file a police report for fraud.  Once the investigation is completed by the police, Mr. [redacted] can forward the final report showing they are a victim of identity theft and his name will be removed from E-Alert, which will allow him to rent 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,[redacted]Executive AssistantU-Haul International

April 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

As Mr. [redacted] and Ms. [redacted] confirmed, they did receive the refund for $540.65. The refund was issued on March 31st, the day after the actual charge. The refund for $53.88 was done yesterday, April 3rd. I did confirm that it was electronically processed today. Please be advised that a credit card company has 30 days to post it on the credit card statement.

As we value Mr. [redacted] and Ms. [redacted] as customers, I have taken the liberty of sending them a $25 VIP Certificate to help offset the inconvenience they experienced to their email address provided. The Certificate can be used toward a future pur[redacted] or rental on the many products and services U-Haul has to offer.

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

October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided and informed our office she has been in touch...

with Ms. [redacted]. Ms. [redacted] will be going into a U-Haul location to confirm if the hitch is in fact the wrong one for her vehicle and if so, the cost will be refunded. 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 11, 2016   Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your...

concern for our customer Mr. [redacted].   Anthony J[redacted], our President for our Central Indiana Regional Office, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to Mr. [redacted] and they are working toward a resolution to pay appropriate fees for the damages to his car.   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 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $75 for the fuel. The check was mailed on July 8th from our Phoenix office.

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 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northern Alabama Regional Office, followed up on the information...

Mr. [redacted] provided. She informed our office the U-Box has been picked up as of December 3rd from Mr. [redacted]’s warehouse. Ms. [redacted] spoke to Mr. [redacted] and 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

October 22, 2014

Revdex.com ID# [redacted]

U-Haul Ref# [redacted]

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

In an effort to bring closure, a supplemental refund check for his out of pocket...

expenses in the amount of $209.80 has been requested for Mr. [redacted]. He should receive the refund within the next 10 business days.

Thank you for your continued support.

Sincerely,

Executive Assistant

U-Haul International