Complaints
This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,089 total complaints in the last 3 years.
- 595 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7-10-22 I used U-Haul's online reservation system to rent 3 'U-Boxes' and have them shipped from my father's home in ********, ** to an Independent Living apartment in **********, **. At the same time and on the same site, I purchased local assistance at both ends to load and unload the boxes. The system informed me that I had a guaranteed delivery date 10 days after the boxes were returned the ******** U-Haul center. I talked with the service center who told me that based on a return date of the 13th, I had a 'guaranteed access date of the 25th of July". I set the date for unloading assistance based on the 'guarantee' for the 26th. I also signed an agreement or rental of an apartment to begin on the 22nd. I also arranged for family to come to **************** to help get my dad situated. The boxes were loaded on the 13th and returned to the ******** U-Haul center. I received no further communication from U-Haul. Today, the 19th, I called U-Haul to verify that everything was going okay, since I hadn't heard from them. I got the ******** office who looked up my information and gave me the same 'guaranteed access date in ****************' of the 25th. I then called the **************** office who gave me a different date, delivery on the 4th of August. I talked again with the ******** office, who were confused and connected me with a U-Box specialist. He was confused because he was not a customer-facing service, but he looked up the information anyway and discovered that the boxes had not been 'checked-in' yet. I called ******** back and eventually they admitted their mistake, apologized and explained that because they had not 'checked them in' when the boxes were returned, the delivery date was delayed 10 days. They were not willing to expedite the boxes' shipping. I would like expedited delivery, and for U-Haul to pay for unused apartment during the delay. I would also appreciate a partial refund for the box rent and shipping.
Business Response
Date: 07/21/2022
July 21, 2022
BBB ID#: ********
********************** Ref#: 3831389
Dear Ms. ********************** you for your concern for our customer ****************.
***********************, our President for our Northern ******* **************** followed up on the information **************** provided. He informed our office he spoke to **************** and listened to his concerns. He advised **************** of a VIP Certificate he sent to cover half of the shipping expense.
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 InternationalCustomer Answer
Date: 07/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
Initial Complaint
Date:07/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I reserved a cargo van for one week with 700 miles included at a rate of $295. I reserved at the ************** location, but received a notice that I would need to pick up at ******************************* in *********, which I did. The van was driven to ******************* on June 18. On June 19, it was driven to ********, ** and luggage was dropped off at two homes, then the van was parked until we left ******** on June 24 at 9:30 pm. and the van was driven back to ******************* that night. On June 25, it was driven back to **** *************.After turning in the van on June 25, as I had reserved, I received an email telling me we were being charged $1470.57. The email said we had turned in the van at 7:00 am on June 24th, which we had not, and that we had driven ***** miles, which we had not.I have now made five phone calls to the company and spent hours on hold and in conversation. Last Saturday, a refund of $924.23 was issued, but inspite of saying I would need details on the computation, none were sent and the person has not responded to multiple emails. that still leaves us paying $546.34 for a rental that was quoted at $295.Business Response
Date: 07/26/2022
July 26, 2022
BBB ID#: ********
********************** Ref#: 3789854
Dear Ms. ********************** you for your concern for our customer ******************.
*************************, our Executive Assistant for our ********* **************** followed up on the information ***************** provided and sent her the following email in response:
Dear *************************, Thank you for reaching out to us about the additional mileage you were charged. Unfortunately the wrong odometer reading was entered in and this has now been corrected and refunded. You should see a refund $924.23 and an additional $348.34. The second refund includes the remaining mileage and an additional $150.00 as a goodwill gesture for the delays in getting this corrected. We certainly appreciate your business and hope we can help you again in the future. Sincerely, ************************* Executive Assistant ************
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 InternationalCustomer Answer
Date: 07/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Ubox to be delivered 7/5/2022, and then a week later, moved to my home 15 minutes away.They asked me where I would like the container when dropped off at my house, and I said its a big driveway, just have them put it out of the way, in the turnaround, preferrable. The day of the move an unkown number called, and left a voicemail, I rarely answer numbers I do not recognize and was not told anyone would be calling this day. About ************************************************************************************************************************************** text confirmation in the next 45 minutes to an hour that he was still doing to move. As soon as I heard the message, I sent a text confirming the box move. It was 38 minutes after his call. About 30 minutes later the driver showed up to our home with the box. He was here less than 2 minutes and left the box in the dead middle of our driveway and super close to our garage. I immediately texted him back that I needed it out of the way. He gave a rude answer and refused. I called the office after he left and explained this. She apologized and said someone would call me back with a resolution in an hour. I never receieved a call. I called again the next day, no one knew who I talked to but they told be someone would come Thursday (which would have been tomorrow, from the day of this call). Thursday comes and goes and no one comes. I also contact another Uhaul office by accident and explain the situation to ******* at U-Haul north versailles. She texted me so I could send all screen shots. Which I did, and still no response or box move has taken place.So here we are ***************************************** our way. I have to paralell park to get my truck in and out of the garage. And all uhaul has for me is snarky comments and total neglect. I loved Uhaul up until this point. What a sham of an operation. The job should be finished and at least partially refunded.AboutBusiness Response
Date: 07/24/2022
July 24, 2022
BBB ID#: ********
********************** Ref#: 3830267
Dear Ms. ********************** you for your concern for our customers, ****** and *************************.
***************************, our President for our ********** **************** followed up on the information ****************** provided. He informed our office a refund for $80.25 was issued back to their **** account, which is half of their delivery fee, as an adjustment on their move. Refunds can take up to 5 business days to post to a credit card.
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 InternationalInitial Complaint
Date:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Transaction June 2022.Approximately $90.00 per month until delivery of U Box contents. Upon delivery approximate $2,100.00 would be paid. I tried to use the U Haul app but the app did not work and appeared to be brain dead.24 hour access to my U Box at the U Haul location. I never received 24 hour access to my U Box. On numerous occasions they had stacked my U Box in the whorehouse and I had zero access to it. *******************, the so-called Owner knowingly made several false statements about our business arrangement. I notified ************** that my delivery date should be changed to September 1, 2022. ************** obviously denied each request.I reported the problem to U Haul corporate where they told me a file would be started and I would be contacted Monday July 18, 2022. I received no such contact. Another promise broken by U Haul.U-Box Order #******** Budget Truck Rental should be used instead of U Haul.U Haul can keep the contents of my U Box. I will pay monthly storage until the end of September 2022. At that time our business will be concluded and no further payment will be required. Since I do not have any input as to how the transaction should proceed.Business Response
Date: 07/24/2022
July 24, 2022
BBB ID#: ********
********************** Ref#: 3821230
Dear Ms. ********************** you for your concern for our customer *****************
***************, our President for our ******** **************** followed up on the information **************** provided. He informed our office **************** had requested to leave his box out overnight. When he spoke to our store GM, **************** said his box was ready to ship. We have not charged him at this point due to the fact his credit card is being declined. Mr. **** mentioned **************** would not call the store or speak to any of the employees at the store and only wanted to speak to persons of the same ethnicity as him. He also did not want to change the date of his shipping until after the box was already shipped.
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 InternationalCustomer Answer
Date: 07/25/2022
I cant understand why Management at U Haul continually knowingly makes false statementts.
*************** NEVER spoke with me reguarding this matter. *************** received exactly zero input from me. Eventhough U Haul promised to contact me reguarding this matter they never did.
The so-called GM told me I would have access to my * Box 24 hours a day seven days a week from the beginning. That was not the truth. On numerous ocassions when I arrived to load the * Box it was still in storage stacked under other storage containers. I NEVER told the store GM the box was ready to ship. That is knowingly making a false statement.
Funds are not available because U Haul did not keep its part of the agreement on almost all points.
The person I observed engaging in this practice told me he and another U Haul employee were stopped by the state police on the interstate where illegal drugs were found in the vehicle they were traveling in.
I was appalled that these individuals were allowed to handle transactions for me with such pending charges. In almost every employment situation such activity would be ground for dismissal from said employment. Not at U Haul. U Haul likes to play loose and free with their so-called employees and their customers.
The ethnicity statement is a load of malarkey. Almost everyone I dealt with at U Haul were African-Americans except for the two D*** ****** styled Caucasian females working at U Haul. They would load and deliver * Boxes.
To say I did not want to change the delivery date is a complete fabrication (lie). I called several times to ************ from the tenth of July to approximately 29 July 2022 but your so-called GM refused to accept my call and neither did he acknowledge my request.
If I live to be three hundred years old I will NEVER do business with U Haul again! The competition provides storage and moving facilities without being trashy.Business Response
Date: 08/01/2022
August 1, 2022
BBB ID#: ********
********************** Ref#: 3821230
Dear Ms. ********************** you for your continued concern for our customer *****************
***************, our President for our ******** **************** reviewed **************** recent comments. He informed our office he once again attempted to speak to **************** but received no answer. He left a message requesting a return call in order to resolve his concerns. He mentioned the **Box was shipped to ******* based on the conversation between our store GM and ***************** We can have it shipped back to Columbia, however, at this point Mr. **** is not sure of *************** wishes. Our policy is that **Boxes cannot be left out overnight due to security purposes. Our GM advised **************** he would need to call ahead to gain access to his **Box. Mr.**** hopes to hear from **************** soon, in not already.
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 InternationalInitial Complaint
Date:07/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was trying to get a hitch installed on my dad's car. When ****** was unable to do it, they offered to get Oakwood to do it for me. When the manager of ****** called the manager of Oakwood, he told her he would get my dad's car in to install the hitch as soon as I got there. When I arrived, I was told someone else was having theirs done, and I would have to wait about 2 hours to get my car done. I came back after about an hour and 45 minutes and was told I would have to wait an additional hour and a half to get my car done. I never saw a manager, and the 2 girls I talked to acted like they were doing me a favor just letting me in the door. When I got upset for having been lied to, all I got from the girls was an attitude. UHaul wasted my entire day, because I never got the hitch installed that day at Oakwood.Business Response
Date: 07/24/2022
July 24, 2022
BBB ID#: ********
********************** Ref#: 3831241
Dear Ms. ********************** you for your concern for our customers, ******* and *********************.
***************************, our Traffic Manager for our Georgia ************************** followed up on the information ************** provided. She informed our office she spoke to ************** at length and addressed his concerns. Refunds totaling $176.13 were issued back to their Master Card account. Refunds can take up to 5 business days to post to a credit card.
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 InternationalCustomer Answer
Date: 07/25/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
Initial Complaint
Date:07/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 3 uboxes They delivered 2 and said no worries let us know when you need the third one I called after 3 days and asked for the third one They delivered the third one, and took the other 2 when they was not supposed to and the 2 boxes was half empty and was not secured for transport.4 days after I am calling every day trying to get the 2 boxes back so I can meet my deadline for pickup and shipping, and nothing. Nobody calling back, nobody take responsibility, I am moving ****km and everything have to be on schedule, but I guess you cannot trust uhaul because they sound nice and organized over the phone or online, but when dealing with the actual local location, then you realize how bad is their service. Very disappointed and wont consider uhal again when reliability is a key.Business Response
Date: 07/23/2022
July 23, 2022
BBB ID#: ********
********************** Ref#: 3829614
Dear Ms. ********************** you for your concern for our customer ******************.
*********************************, our President for our **************** **************** followed up on the information ***************** provided. He informed our office he spoke to ****************** and offered his apology for the inconvenience he experienced. A refund for $150 was issued back to **************** account as an adjustment. Refunds can take up to 5 business days to post to a credit card.
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 InternationalCustomer Answer
Date: 07/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***********************
Initial Complaint
Date:07/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got a storage in 2021 when I had to relocate to another state because of domestic violence. I had everything moved out of the storage but I forgot to turn the key in. I called them and let them know that I had moved everything out and I was in another state but they kept charging me. When I called to see why they said it was because I did not turn key in. So I had someone take the key there a few months ago. When the person took the key in they told her they dont need the key. They are still charging me. I just received a **** for 900 and something dollars for a storage that I have been out of since June 2021.Business Response
Date: 07/23/2022
July 23, 2022
BBB ID#: ********
********************** Ref#: 3830236
Dear Ms. ********************** you for your concern for our customers, ******************************* and ********************************************.
*****************, our President for our Eastern **** **************** followed up on the information ******************** provided. He informed our office he spoke to ******************** and discussed her concerns. She is out of state. Her belongings were never moved out and her lock was not removed. She does not wish to recover items from the unit. ********** agreed to settle the balance for $1 and ask our store GM to remove the items and clean out the unit to make it available to rent. ********** also explained we cannot accept phone calls from a customer to move out. It must be done in person for security reasons. Our GM will email documents to her and adjust the balance. We will cover the cost to clean out the unit. This will remove a collection and a balance. ********** provided his direct number for follow up if needed.
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 InternationalCustomer Answer
Date: 07/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Initial Complaint
Date:07/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a uhaul in july of 2022 and paid in full. The uhaul broke down 15 minutes into our drive. Uhaul sent a mechanic who said it was unrepairable. Uhaul sent a tow truck to bring the vehicle to our destination, then the following morning towed it back to its original location. They attempted to strongarm me into paying a late return fee and additional fees due to the uhaul not being returned. Once I explained on the phone that the uhaul broke down and that they have all the proper information to look it up I was refunded the additional miles I could not use and that was the end of that. Now 2 years later they are trying yet again to charge me for the late fees. I have sent a message for them to cease contact with me.Business Response
Date: 07/25/2022
July 25, 2022
BBB ID#: ********
********************** Ref#: 2768104
Dear Ms. ********************** you for your concern for our customer ************.
Our records indicate the eAlert file we had for ************ has since been deactivated as of July 17th. No further action will be taken to collect on a past balance.
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 InternationalInitial Complaint
Date:07/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/4 I rented a truck and was advised to take a picture with my cell phone if gas was different from my contract.i went outside and the gas was close to Empry walked and spoke to the representative who I explained my cell phone was dead.the gentleman asked her to **** it down and she stated it was ok. When I returned the truck I called in and spoke with another gentleman who name may be delafonta who advised me his supervisor wasn't in. He said the lady who helped me name was *** and he would transfer me to customer service. I waited on hold for 1 hr in a half and had to return to work. I have also sent email with no response. I have been charged ****** and ****** is Gas fee. This is not accurate and not fair to be charged.Business Response
Date: 07/21/2022
July 21, 2022
BBB ID#: ********
********************** Ref#: 3829624
Dear Ms. ********************** you for your concern for our customer **********************.
*************************, our President for our *************************, followed up on the information ********************** provided. He informed our office he agreed to refund the fuel charge. ********************* would still have had a balance on the account as the total rental was $184.43, minus the fuel charges, and $82.41 would have been placed on a Promissory Note. The refund for $276.88 was issued back to her **** account. Refunds can take up to 5 business days to post to a credit card.
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 InternationalCustomer Answer
Date: 07/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************************
Initial Complaint
Date:07/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have rented a storage unit from U-Haul at ***************************************************************. When I arrived to set up the storage unit, I was asked if I would like my monthly payments automatically pre-authorized. I agreed and provided a credit card for the payments to be withdrawn from. Approximately 2 days after the first monthly payment was to be withdrawn, I received an email message stating that my payment was late and I had been charged an additional $15 due to this. As the account had been set up for pre-authorized payments, I had no idea that the payment wasn't made but was still charged the $15 without any warning. I responded to the email and I was informed that the payment was declined for some reason. I then went online and paid it, including the $15 fee and emailed the store manager, ******* back, asking to confirm if the expiry date in file was xx/xx so I could ensure it didn't happen again. I didn't receive a response. I sent 4 further emails that month that were never responded to and even emailed 2 separate email addresses for U-Haul head office, which also weren't responded to. The following month I received the same email, also advising me of another $15 charge due to a declined payment. I emailed again, and ******* responded this time, confirming the last 4 digits of the card and the expiry. I responded and asked where I could escalate the matter to in order to resolve the issue but again received no response back. Now, I have just received an email that I have now been charged a $50 lien fee due to the **** not being paid, however I still have no received any assistance from anyone at U-Haul in order to resolve the actual issue, which I believe may be due to the card number being incorrectly inputted by the representative that entered the card number, yet they are still continuing to add fees on to my **** for something beyond my control.Business Response
Date: 07/27/2022
July 27, 2022
BBB ID#: ********
********************** Ref#: 3826309
Dear Ms. ********************** you for your concern for our customer ****************.
*******************, our Executive Assistant for our Central ******* **************** followed up on the information **************** provided. He informed our office he made a few attempts to reach **************** by phone but has not received a return call. He did set up autopay in the system again for **************** and wrote off any late fees that accumulated due to the autopay issue. ************ also stated he provided her with 1-month free storage for the inconvenience she 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
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