Complaints

This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  U-Haul International Inc

  All Locations Phoenix, AZ 85004

  
• 

  U-Haul International Inc

  17209 N Cave Creek Rd Phoenix, AZ 85032-2441

  
• 

  U-Haul Truck Rental

  750 S Buckley Rd Aurora, CO 80017-3903

• 

  U-Haul Co. of Eastern North Carolina

  3001 Capital Blvd Raleigh, NC 27604-3333

• 

  U-Haul Moving & Storage

  2515 Rainier Ave S Seattle, WA 98144

The 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:02/21/2025

  Type:Service or Repair Issues
  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 am writing to file a formal complaint against U-Haul ********************************************* at **************************************************************. My recent experience with this business was unsatisfactory and has prompted me to seek assistance from the BBB.Details of the Incident:Date of Rental: February 19, 2025 Time of Pickup: 5:30 PM Reservation Number: ******** Summary of Issues:1.Vehicle Malfunction: Shortly after departing from the rental location, the trucks check engine light activated, necessitating an immediate stop. Roadside assistance was contacted and arrived after approximately 45 minutes. The technician assessed the situation and deemed it non-critical.2.Subsequent Breakdown: Approximately 40 miles later, the truck experienced another breakdown. I contacted U-Hauls roadside assistance again and waited over 30 minutes to receive an estimated arrival time, which was an additional 1 hour and 30 minutes. During this period, I was stranded without access to food or rest facilities, leading to significant distress and inconvenience.3.Unjustified Charges: Despite the disruptions and delays caused by the vehicles mechanical issues, I was later notified of additional charges applied to my account. Given the circumstances, these charges are unwarranted. The charges that were added related to wrong dropoff which the vehicle needed to be towed. As well as extra miles when I had to find food and a safe spot in the area I was stranded. Desired Resolution:I respectfully request the following:Waiver of Additional Charges: Removal of any extra fees imposed due to the delays and breakdowns experienced.I have attempted to resolve this matter directly with U-Hauls customer service but have not received a satisfactory response. I am now seeking the Better Business Bureaus assistance in mediating this issue to reach an equitable resolution.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,Alliana B.

  

  Business Response

  Date: 02/23/2025

  February 23, 2025
  
  BBB ID#: ********                                                                                                                                           

  U-Haul Ref#: 5178040
  
  Thank you for your concern for our customer, Alliana *******.

  ******* ******, General Manager of U-Haul Moving & Storage of Auburn, followed up on the information Alliana provided.The resolution is as follows:  

  We are sorry you had such an experience. For this inconvenience, a refund of $384.10 was submitted to the card ending in2169 on 21 Feb 2025. Refunds normally reflect on the card within five business days.
  We apologize for any inconvenience.

  Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
  

  
  Sincerely,                                                                                                                                                                           

  ******** ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Team                                                                                                                                                        

  U-Haul International

  Customer Answer

  Date: 02/23/2025

  
  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,
  
  Alliana B.
  
   
  

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  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.

  2/2/23-2/3/23 $76.09 total amount i paid My uhaul account was banned and has a balance on it out of the faults of an uhaul employee writing down the wrong mileage. I have made complaints to uhaul about the situation and they proceeded to say it was nothing they could do even with the documents i submitted through them. I request they release this ban off of my account and take away the charges. I went no more than 13 miles with the uhaul truck. Its 3 miles to my house , 2 miles from my house to dumpster, 2 miles back to my house from dumpster, and 3 miles back to uhaul. There is no absolute way i was charged for 72 miles to go down the street to dump my trash .the uhaul truck is 0.79 cents a mile for *********************************************** $56.88 plus they added a $30.00 late fee charge which totals me to $86.88 more of the $76.09. Just for me to go less than ***************** $162.97

  

  Business Response

  Date: 03/14/2025

  March 14, 2025
  
  BBB ID: ********
  ********************** Ref: 5178138
  
  Dear Ms. ********************* you for your concern for our customer Ms. ***************** ********, our President for our Western ************************ followed up on the information Ms. ***** provided.  He informed our office his ** sent the following email to Ms. ***** recently:
  Hello Ms. ***** my name is Tavorris the ** at the Uhaul location in ************ reaching out to you in regards to the Alert that you have on your account. I have removed the Alert and made the balance $0. Any Question feel free to reach out to me via email ******************************************************************
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  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.

  The premise for my complaint is On 2/14/25 Uhaul wasnt authorized to remove ****** from my debit account. I called 2/15 spoke with a *** who hung up on me, called back spoke to ***** the general manager who stated he wasnt able to help me after he tried to explain something on the back end. He was told that no matter what no one had permission to go into my debit card because day 1 I was told it couldnt be used is to why my credit was given for the uhaul rental, this also caused me to be late in January because their system wouldnt take it as a method a payment automatically. I called the 800# 2/17 only to be released by ******** back to ***** who was screaming I dont why they keep sending this lady to me there isnt anything that can be done. I sent an email to the dispute department letting them know this money was taken and that it was unauthorized and no one has tried to fix. They took my storage money and this has been problematic from day 1. The dispute department has sent a receipt as if they had permission or agreement. I dont owe any money I didnt go over the mileage and Ive never paid almost 600 for no rental they have charged multiple rates and everyone started my debit card was inactive for use in their system for any type of payment hence why I had to go down in January to fix and was told that if it got paid I would have to be the one to initiate and thats all Ive done since realizing their system wont pull from a debit card, so if on 11/16/24 the reservation was booked but then placed on my credit card no one ever had permission to use because it couldnt according to uhaul. This matter has not been handled satisfactory and has caused major inconveniences. I stand firm on this was unauthorized because their correspondence of resolution states it will go to an attorney for collections not they will go into my account just because my card was on file and not as the original means of payment. This hasnt been properly handled & is deceptive.

• Initial Complaint

  Date:02/19/2025

  Type:Customer Service Issues
  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.

  Location: ********************************************** I have an account with them in my name and my ex-boyfriend&#**;s stuff is in there. I asked them to close the account under my name and they are refusing to do it. I would like for this account to be completely closed out and my name off this account and for them to stop contacting me about this.

  

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5203300
  
  Dear Mr. ******************** you for your concern for our customer, Ms. ****************** records indicate the storage contract was closed out as of February 27, 2025.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

  Customer Answer

  Date: 03/12/2025

  I had to close the account on my end online. The ** refused to close it for me because my exs items were in there still and instead of contacting him to open an account he refused to close mine until I did so myself. 

  

  Business Response

  Date: 03/14/2025

  March 14, 2025
  
  BBB ID: ********
  ********************** Ref: 5203300
  
  Dear Ms. ********************* you for your continued concern for our customer Ms. ******************** ********, our President for our ************************* reviewed Ms. ******* recent comments.  He informed our office he made contact with Ms. ****** and discussed her concerns. He relayed, at this time, there are no other pending issues.  He also assured our office he would be meeting with our GM involved to debrief on proper handling of this type of situation Ms. ****** experienced.
  
  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.  
  
  Best regards,  
  ***** Palmisano  
  Sr.Field Support Representative
  U-Haul International   

  Customer Answer

  Date: 04/24/2025

  
  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,
  
  Gethsemany ******
  
   
  

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  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.

  On January 15, 2025, I went to U-Haul place with my fianc ******* ****** to get a U-Haul truck so we can move all of our stuff from ********************************************** Apt 1114 to ************************************************************************* so my fianc payed $104 and when I returned the truck! put $`15.00 on half a tank which it said it was supposed to be a half, so they have on the receipt out of town when it was in town because ******** ***** is not out of town it's in town and the person who did the paperwork was Manager ***** ******** than they back door and charge my fianc $237 and when I was driving the truck my fianc was getting sick because something was wrong with the truck because it kept on ******* from ****** to ******** and from ******** back to ****** and I was on the freeway and the main streets and the truck like to stop in the middle of the freeway while cars and 18 wheelers and when I sit here and told her about it it's like she didn't show any remorse talking about that well that why we had insurance on it but like I was telling her she is missing the whole point my fianc and son and myself could have been killed and when my fianc drop me off at work she went back over there to explain the same thing but ***** ******** wasn't there and that was on a Wednesday that my fianc ******* ****** went up their they had a Black employee that had dread locks and he smelled like weed and another light skinned young man who didn't work their also smell like weed and when my fianc talk to the young man with the locks and she told him what had happened and all that with their truck and how it had my fianc ******* ****** stomach all mess up how they charge me $237 the guy with the locks told me and my fianc when I went up there with her that he wasn't going to charge me $237 and that I should have it back on her card and it wasn't back on their

  

  Business Response

  Date: 03/16/2025

  March 16, 2025
  
  BBB ID#: ********                                                                                                                                                     

  U-Haul Ref#: 5141232
  
  Thank you for your concern for our customer, ******* ******.

  *** ********** **** ***************** President of East Dallas, followed up on the information ******* provided, and sent the following email.

  ****** *******, Firstly, I want to thank you for your business. My name is *** ********** from U-Haul. Please give me a call back at ************ to discuss your rental. Thanks *** ********** ************.

  Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
  

  
  Sincerely,                                                                                                                                                                           

  ******** ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************ Team                                                                                                                                                        

  U-Haul International

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  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.

  Quoted price from ****** ***** was under $1,000 after taxes and fees paid over $1,2000.Lied on contract saying the gas tank was close to 3/4 full and tried to take half of my deposit for gas. Returned at half a tank. Luckily I took pictures before I left the lot so the money was refunded.Drove from ******* to ********. Went through ***********, *********, ********, ********, and ****** with marijuana in the rental truck left by a previous renter. Contacted the local area manager and was told I'd get a refund. Talked to him today 02/17/2025 and was told no refund. I get a 50 mile credit. I had two kids in the uhaul! Stressed that I could've got arrested for trafficking through any of the listed states. **************** is so poor!

  

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5168202
  
  Dear Mr. ******************** you for your concern for our customer, Mr. ****************** records indicate a refund for $66.25 was issued back to Mr. ******* **** account on February 10th along with a refund for $33.75 on February 11th, which equals the $100 deposit.  A supplemental refund for $50 was issued to Mr. ******* **** account as an adjustment on his rental on February 17th. 
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  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.

  Discovered german cockroaches in my storage unit in my boxes and in the common hallway. Called 5 times (and left messages) between discovery on Sunday 2/9/25 to Tuesday 2/11/25 to speak with the owner manager and ***** got a call back. I went to the facility yesterday 2/11/25 to start moving my items out as a result and asked again, in person, to have the manager/owner contact me. As of today, nobody has reached out to me STILL. Now I am bearing the expense of renting a trailer and a truck to love my belongings to another facility as well as thee expense of unpacking, cleaning, and repacking all my stored items. I feel that a full refund of my rent paid 1/18/25 would be appropriate for my troubles and the fact that they don't seem to care to contact me.

  

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  BBB ID#: ********
  ********************** Ref#: 2170798
  
  Dear Mr. ******************** you for your concern for our customer Ms. ************************ ******, our Executive Assistant for our Southern ************************ followed up on the information Ms. ******** provided.  He informed our office he spoke to Ms. ******** and offered her an apology for the inconvenience she experienced.  He also advised her of a refund for $180 in the interest of customer good faith back to her **** account.   The refund can take 5 business days to post to her 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,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  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.

  We rented a U-Haul truck for a small move and hired Done Right Moving services through U-Haul. Given that it is standard for professional movers to be bonded and insured, we assumed that U-Haul guaranteed this and so our move was reasonably safe. Though the movers were very kind and hard working, we did find that most of the pieces had damage after the move. Though the damage was not severe, it was nevertheless too much to be ignored (i.e. the pieces need to be repaired or replaced). Some of the pieces can simply be painted over. But for others there is no simple repair.When we tried to contact Done Right Moving, they simply ghosted us. They literally have refused to respond to e-mails, texts, or phone calls. We contacted U-Haul and were transferred around to various departments. But I finally reached someone in their "Moving **************** who gave me a straight answer. They insisted that U-Haul does NOT guarantee that their movers are bonded and insured. I explained that this is not a detail to be hidden in fine print. It is a normal expectation in the moving industry that professional movers insure their work. If U-Haul chooses to violate this norm (why?), then it should have been stated very obviously at the time the movers were hired.We feel that the Done Right Moving or U-Haul -- I don't know what their business arrangement is -- should pay for at least some of the damages. There is at least one piece that must be replaced entirely because it cannot be repaired.

  

  Business Response

  Date: 02/13/2025

  February 13, 2025
  
  BBB ID#: ********
  ********************** Ref#: 5164199
  
  Dear Mr. ******************** you for your concern for our customer Mr. ********************* *********, our Program Manager for our Moving **************** followed up on the information Mr.******* *************** He informed our office it clearly states in our Moving Help Terms and Conditions that we do not require any insurance or permits from our moving providers.  Our team had let Mr. ******* this know when he had reached out to Moving Help.  ************ relayed, with this said, we understand damages occur and asked I relay his apology that the movers have been unresponsive.  As a one-time courtesy, a refund for the full amount of the moving help order was refunded in the amount of $145.93 to Mr.*******.  He also assured our office he would follow up with the moving help provider to ensure they are upkeeping the best business practices with their customers.
  
  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,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  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 U-Haul on Friday the 7th of February from a location on *********** and ******** in ***************. The reservation was held with a debit card belonging to my mother and you all was provided my Discover card at time of pickup to charge the final cost of the U-Haul rental. Later that day, my mom called to let me know that they charged her debit card. I called the store and spoke with the assistant manager ****** who in turn told me there was nothing he could do that the finance department was not responding to him and when pressed he says quote I don't know what to tell you. I then in turn called customer service and spoke with ****** who reassured me multiple times that they would charge my Discover card and reverse the funds to my mom's debit card within 24 hours. She claims it was a system error. As of this morning my mom let me know that the funds were not reversed and she was hit with an overdraft fee that U-Haul should be responsible for. I called customer service back again and spoke with the manager on duty her name is ***** and she let me know that there was no such reversal entered in the system. She's escalated to their district manager but it will take 72 hours for resolution which will cause an additional hardship to an innocent consumer. This is unacceptable on all counts to be lied to three separate times and to cause a hardship to two individuals who have done their due diligence. The money needs to be refunded to my mom ASAP and the overdraft fee needs to also be refunded to rectify the situation. I will never you use uhaul again after 30 years of using them.***************************************************************************

  

  Business Response

  Date: 02/12/2025

  February 12, 2025
  
  BBB ID#: ********
  ********************** Ref#: 5167098
  
  Dear Mr. ******************** you for your concern for our customer Ms. ********************** *******, our President for our Western ************************ followed up on the information Ms.******** *************** She informed our office she spoke to Ms. ******** and reversed the payment made on the **** card and charged the Discover card.  She also issued a refund for the $50 Reservation Guarantee Fee back to ********************** account.  A refund can take 5 business days to post to her 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,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  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.

  This occurred on 2/3/2025. I went in after tenting the truck online. The truck online first of all said was going to be $19.95. They then estimated my totals to be $40+ dollars, with the thought I would be driving 20 miles.Turns out I drove 13 miles, and was asked to make sure the car had A QUARTER of a tank of gas in the car upon return. When I returned the truck, that's what was in there. They didn't like the fact that I only put at 1/4th of tank, so they decided to charge me an ADDITIONAL $51. Also WITHOUT PROOF accused me of leaving 1/8th of a tank of gas in the car. Plus if I don't make that payment in 7 days they will then add another $30 charge on top of that for $81. They then ask me do I have pictures proving that I put gas in the car. Had I know you they were going to be fraudulent I would have taken pictures of everything! I had the truck less time than anticipated, drove less miles than anticipated and yet they are charging me $81 additional. I have already been charged $44, verified by the receipt that they provided. So in total they are trying to charge me $123 for renting a truck for 3 hours, after already putting gas in there.

  

  Business Response

  Date: 02/14/2025

  February 14, 2025
  
  BBB ID#: ********
  ********************** Ref#: 5164199
  
  Dear Mr. ******************** you for your concern for our customer Ms. ******************* *******-*****, our Executive Assistant for our East *************************** followed up on the information Ms. **** provided.  She informed our office Ms. **** did not complete the verification of the odometer reading and the fuel level at the start of her rental, as requested, before leaving the U-Haul lot with the truck.  The next rental after Ms. ***** rental shows the same truck was dispatched with 1/8 of a tank, therefore, the charges will stand.
  
  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,
  ***** *********
  Sr. Field Support Representative
  U-Haul International