Form No. 1 COMPLAINT

State of West Virginia Public Service Commission

Charleston ~ %.

-- f " - TYPE OR PRINT CLEARLY USING BLACK INK

(leave blank), Complainant

, Defendant

The petition ofthe above-named shows:

(your name), complainant, respectfblly

1. That the above-named

engaged in the business of

the defendant, i.e. gas, ele

address), in the State of West Virginia, and as such is subject to the provisions of Chapter 24 (or 24A) of the Code of West Virginia, 193 1, as amended, and the provisions thereof applicable to said class of public

utilities.

(name of defendant), is a public utility

2. That the said defendant has violated the laws ofthe State of West Virginia, governing said public

utility business, in the following particulars, to-wit:

DO NOT WRITE ON BACK OF PAGE - attach a sheet of paper

1 I

Wherefore, the complainant prays that the said defendant rgd,g e a 'ad/ ,L/Q (defendant's

name) be required to answer the charges herein above set out, and that, after dueqnvestigation, an

order may be made commanding the said defendant to cease and desist from the wrongful conduct

aforesaid, and for such other and further order as the Public Service Commission of West Virginia

may deem necessary, reasonable and just in the premises.

[Prayer may ask for the ascertainment of lawful rates of practices, and an order requiring the defendant to conform thereto.]

,Signature of Complainant

(If you have an attorney, hisiher name)

Attorney's Address: , Attorney, if applicable.

THIS FORM MUST BE NOTARIZED

[If Complainant is signing out-of-state, please use verification Form No. 121

PLEASE NOTE:

It is extremely important to notify the Commission of any changes to your

address and to promptly retrieve Certified Mail upon notification of such.

DO NOT WRITE ON BACK OF PAGE - attach a sheet of paper

I L

U-HAUL COMPANY OF WEST VIRGINIA 61 14 MACCORKLE AVENUE S.W. ST. ALBANS, WEST VIRGINIA 25177-2335 PHONE (3041 766-6425 FAX [3041766-6120

To Whom it May Concern,

Carla Blake, rented a 17' U-Haul truck and a auto transport contract # 91829436, going one way from Philippi, WV to Fairmont, WV on 04/08/14 @ 10:20am . Customer was ailowed 1 day and 57 miles. Customer was to return the equipment on 04/09/14 @ 10:20am at Climate Control Storage Plus, LLC 110 Van Kirk Dr. Fairmont, WV 26554 - (304) 363-5814. Customer got a U-Haul (EL3668M) truck stuck in the mud. Daniel Blake, called U-Haul Roadside Assistance # 800-528-0355, an told the agent the truck was stuck in the mud. Roadside Assistance Agent explained to Daniel that they would be responsible for getting the truck pulled out of the mud. The Roadside Assistance agent asked customer if they would like for her to call one of U-Hauls towing vendors and get a price to have the truck pulled out of the mud, Daniel agreed. The Roadside Assistance agent called Summers Towing 304-599-3 133 spoke to Mike, and he said the price will range from $400-$600 because there drive time would be 4 hours. The Roadside Assistance agent told Mike, she was calling the customer back with that information and would call him back if the customer wanted them to pull the truck out of the mud. The Roadside Assistance agent explained charges to customer and suggested maybe calling someone in in his area. Customer said he will find someone in the area. Customer called Express Towing to get the truck pulled out of the mud. Express Towing never tried collecting the towing charges from the customer. I don't know why the truck was towed and impounded by Express Towing. There was no mechanical problems with the truck other then it was stuck in the mud. Express Towing charged U-Haul $ 1380.00. Express Towing, shouldn't have touched the U-Haul equipment if the customer couldn't pay. U-Haul would have had one of their vendors to pull the equipment out of the mud and let the customer return the equipment as stated in the contract and charged the customer on a promissory note for pulling the truck out of the mud. It would have been much cheaper.

~~~~ I called ~~~ the - ~ twoqhone ~ numbers (304) 516-533 ~~~ 1 ~ & (304) 775-2620) on the-conaact for_ Carla Blake, to advise she needed to return the truck and auto transport in or U-Haul will start legal proceedings. The equipment was past due and not on a valid contract at this point. I left voice mail messages on both above numbers explaining if we didn't hear back from her that we would start legal proceeding. I left the messages 04/09/14 @ 1: 15pm.

I ' b

I UHAUL COMPANY OF WEST VlRGiNlA 61 14 MACCORKLE AVENUE S.W. ST. ALEANS, WEST VIRGINIA 25177-2335 PHONE (3041 766-6425 FAX [a041 766-61 20

On 04/09/14 @ 1:3Opm Daniel Blake returned my call and said that Express Towing had the truck and they would take care of everything for them because they deal with U-Haul all the time. They don't deal with U-Haul all the time. I explained to Daniel that Carla is still responsible for returning the equipment to a U-Haul facility and the towing charges. I explained that Express Towing is not a U-Haul affiliate. Daniel, said OK he would call the towing co. We never did hear back from Daniel or Carla.

Every time Express Towing, tows U-Hauls equipment, Jeff Burdine, is always the one that makes the call to U-Hauls hotline and it always requires the large wrecker & extra person. It's always an accident, but never any police reports recorded of a accident.We feel we are being scammed by this towing co.

The only dealings Express Towing has had with U-Haul is when they fraudulently scammed U-Haul for $2452.50. In which case they still owe U-Haul Co. of W.V. U-Haul has filed a Civil Action on Express Towing in Kanawha County Magistrate Court, for the cases named below. We have filed default Civil Action on those cases. Previous case#'s U-Haul vs. Express Towing 11-1204-MC-FC 11-1205-MC-FC

n Thank Yo>,

4

x

OAY62797 UHLUSOCB

i [mL"; INTERNATIONAL, INC.

2727 N. CENTRAL AVE., PHOENIX, AZ 85004-1502 i

1

PAYABLE THROUGH

JPMORGAN CHASE, N.A. MAIN OFFICE

PHOENIX, ARIZONA

FILE WITH BACKUP

D821-I 7250 91-2/1221

.Max Statewide Wrecker Rates - West Virginia Public Service Cornmission , Page 1 of 1

Maximum Statewide Wrecker Rates

NOTE: The wrecker rates shown in the following table apply only to "third party tows" by those wrecker operators who have not requested and received a Commission approved tariff. This Commission approved kariff applies only to "third-party tow." "Third-party tow" means the tow of a motor vehicle by a wrecker vehicle if that tow is performed without the prior consent or prior authorization of the owner or operator of the towed motor vehicle. The rates for "third-party tows" that have been approved by this Commission may be obtained by calling, toll free, 1-800-344-51 13, extension 425.

COMMISSION APPROVED MAXIMUM STATEWIDE WRECKER RATES

CASE NO. 06-1 91 5-MC-GI

Any wrecker operator with an existing Commission approved tariff may file under the current Commission TOW process to request the Commission approved statewide maximum rates set forth for minimum and hourly tow rates, storage charges, and accompanying Rules and Regulations in place of the carrier's current rates, storage charges and regulations. Any other rate, charge, or specific tariff regulation in the carrier's current Commission approved tariff not included in the statewide maximum tariff, (for example, "special service charges"), would remain unchanged.

Any wrecker operator without an existing Commission approved tariff shall be subject to the rates, storage charges, and Rules and Regulations of the Commission approved statewide maximum tariff. Such wrecker operator may apply under the Commission TOW process to obtain a Commission approved tariff including the statewide maximum tow rates, storage charges, Rules and Regulations, and request "other charges" applicable to the area in which the carrier operates. The wrecker operator must specify the "other charges" being requested. Staff will recommend Commission approval of the carrier's requested "other charge" or the maximum charge for the area in which the carrier operates, whichever is lesser.

1. Hourly Rates /Rate per Hour /Minimum

__- ~~" ----- - -__._^ _-I- ---~ ___I^_ _I "_1_ I- _x - - - - _ _ _ " _ I - ~ - -- 2. Mileage Rules

(Instead of the hourly rates shown above, the carrier may charge a mileage rate of $4.00 per mile, calculated from the carrier's baseoioperatioato t h e _ ~ ~ a L t ~ w i ~ d ~ s ~ ~ ~ o ~ In no_caseshalLb_oth QUE@ charge- and a mileage charge be applied.

3. Additional Labor

The rates shown herein include the services of one man (the driver). If additional labor is required, such additional labor shall be provided by the carrier at the rate of $30.00 per hour per helper. The minimum charge for such labor shall be $30.00 .per helper. .. .. .......................................... ... ....................... ....... ................................................................. . .................... ..... . . .... ...... .. ... ................................... ........................................... . .............. .............................................................. . ........ ........ ,. , ,,,,. . ..,,,,,,,,,,_ ~~~~~,..,,.,,,,,,,,,,,

http://www.psc. state.wv.us/Information/MaxWreckerRates. htm 4/29/20 14

'Amerco Intranet: Equipment Page 1 of3

PHILIPPI 397 S Main SI Philippi, WV 2641 6

e: CARLA BLAKE

Address: 976 P~NNSYLVAN~A AVE ~ ~ N D R ~ D , W V 26575

P ~ ~ ~ a ~ phone: (304) 516-5331

~ i c @ ~ $ e : W V -

Bi : 11/30/1970

ate: 4/3/2074 12:22 PM

EL $11400 None $000

AT $5900 None $000

41812014 IO 00 AM

4/9/2014 10 1% AM

LF allowe 1

ment

41812014 10 18 ~ e ~ u ~ n 411 01201 4 2.17 PM

1 2

https://uhaul.net/equipment/document_lookup/contract_rental.aspx?contract_id= 153362 1 1.. . 4/29/20 14

'Amerco Intranet: Equipment Page 2 of 3

Extra day$ given 0

Miles allowe 37

Extra miles given 20

4/8/2014 10.00 AM

R

37

20

100,719 9

318

Add7 miles use

1

141

83 50

et^^^ ~ ~ o m e t e r ' 100,860 40

tu^^ fuel level 112

: 1999 Ford Taurus Front Wheei Drive Front Wheel Drive

4/10/2R14 821 055 j promissory note $1

Meaningf u I assurance -

Number: ._. ~. .

Expires: 1 1 15

ersonal ~ ~ o ~ @ : Name: carla Phone: ( ~ ~ ~ ) 775-2620 (Verified)

Notes -

411012014 2380 00 IMPQUND FEE ADDED - ENLlL

4/9/2014 i I told Daniel that Carla needs to turn the truck and auto transport in today

co has the truck. Daniel

with U-Haul all the time. I explarned to Daniel that Carla is still resp. for the above equip It's

AT was towed Daniel sard they got it stuck up I exp la~ne~ ta him that Carla is ais0 resp for the tow bill U-Haul is not resp for the tow bill since the customer got the truck stuck Caller ID showed Daniel was calling from 304-775-2620 Josephine Cypert

asked why the truck AND

https ://uhaul.net/equipment/document_lookup/contract_rental.aspx?contract_id= 1 53 3 62 1 1.. . 4/29/20 1 4

' 'Amerce Intranet: Equipment Page 3 of 3

~~~~o~ Roxanne

821000 Nancy

I left VM on both # s on the contract, stating that this trucks needs to be turned in by this afternoon or we will start the stolen proceeding. I le%V

left vm for customer to call us back concerning this truck . we need to know if they are paying the tow bill and getting the truck out of impound

419/2014 Berry

Bowen 4/9/2014

JAMES VEHICLE TOWING. DC. VEHICLE BEING TOWED. 1999 FORD TAURUS FRONT WHEEL

P ~ O ~ E CONTACT ATTEMPT: SPOKE TO CUSTOMER 4/8/2014 DRIVE CONTACT CUST FOR SCHED BY PHONE AT 3045165331 43079 -SCHEDULED- i 43079 M,TCHELL

4/7/2014 43079 -SCHEDULED- Phone Contact Attempt Spoke To Customer 43079 43079

4/3/2014 Contact cust for sched by P H ~ ~ E at 3045165331 - 0 Unknown

4/3/2014 - 0 Unknown Vehicle Towing, DC Vehicle Being Towed 1999 Ford Taurus Front Wheel Drive

ssistance catls (2) -

Call id Date

4/9/2 0 1 4 408499 8: 17 AM

E

jeft customer called them on their own to get the truck and AT out of the mud. no money to pay for fees.

AT3581W' Impound EL3868M

Customer said the truck is stuck in the mud Customer sard the truck is more then a 1 OOft from pavement I advised would be a service fee, he would like for me to price

Dane1 Breakdown BLAKE

Copyright 20'12 U-Haid I ~ ~ t ~ ~ r I a ~ ~ ~ r I a ~ , lnc. All rights resewed. U-Haul@j is a registered trademark of U-Haul I ~ t ~ r r I a ~ ~ ~ r I a I , lnc.

https://uhaul.net/equipment/document-lookup/contract-rental.aspx?contract-id=l53 362 1 1. .. 4/29/20 14

! . I t VWebBEST Receipt Page 1 of 1

Contract No.: 9 1 8 2 9 4 3 6 Thursday 4 / 3 / 2 0 1 4 3:23 PM

Customer Name:

Car la Blake

Destination City: FAIRMONT

Days Allowed: 1

Ralphs Country Store Rte 250 S (03 2 1 0 5) PHILIPPI, WV. 2 6 4 1 6

Cust Ph - Emai l :

3 0 4 5 1 6 5 3 3 1

( 3 0 4 ) 4 5 7 - 1 0 9 6

Destination State: WV

M I Allowed: 37 .0

Destination Phone: 8006423452

Preferred Pickup time: 4/8 /2014 12:OO AM (Actual t ime d e t e r m i n e d the day pr ior)

Truck Details: Amount

Truck: DC - 14 ' T ruck - DC

Rental Rate: $ 1 1 4 . 0 0

Estimated Truck Charges: $0.00

SRI Details: Amount

SRI: AT - Auto T ranspor t - AT

Rental Rate: $ 5 9 . 0 0

Estimated SRI Charges: $0.00

Estimated Equipment Charges: Amount

Est imated Sub to ta l : $0.00

Estimated Grand Total: $0.00

Previous Payment :

Net Paid Today:

$0.00

$0.00

This reservation conf i rms t h e avai labi l i ty o f equipment . U-Haul reserves the r ight t o subst i tu te equipment, t h e p ickup location a n d t h e p ickup t i m e .

Someone f r o m U-Haul wi l l contact you by 6PM on the day pr io r t o your move t o schedule you r exact p ickup locat ion and p ickup t i m e .

Your rate is subject t o change i f you change you r pickup date.

X X

Customer Signature - (Carla Blake) Agent S ignature - (CSF)

For Safe Trailering Video Tips go to Part 1 httus://media.uhaul.net/view/l673 and for Part 2 go to httus: / /media.uhaul.net/view/ 1674

https://webbest.uhauldealer.com/WBReceipts/receipt.aspx?source=printing-objects&saveT ... 4/9/2014

Page 1 of 1

IIROADSIDE ASSI~TAN~E: muuhauLcom or 1-800-528-0355- EL 3868M. AT 3581 w II 111

Customer: 304-516-5331 Renting Location: Carla Blake 304-775-2620 Used Car Company o f P h i l i p p i - (043079) 976 Pennsylvania ave

Vehicle in TQW: 1999 Ford Taurus Front Wheel Dr ive Plate: 6wf784 WV I understand t h a t t h e maximum load capaci ty o f t h i s U-Hau l t ra i le r using m y tow vehic le i s 5290 pounds, 1 I aqree t h a t on ly the"Vehic le I n Tow"l isted on th is cont rac t will be towed usino U-Hau l Eauioment.

397 S Main S t Hundred, WV 26575 ww,,ll.l.. _.-- - -_ PHILIPPI , WV 26416 (304)470-4443

Deshnation: FAIRMONT, WV

DROPOFF EQUIPMENTAT: Cl imate Control Storage Plus LLC 110 Van Kirk D r , F A I R M O N T , WV (304) 363-5814

Days Allowed: 1 Extra Day Rate fo r the EL $40 00 Per Day Extra Day Rate fo r the A T $20,00 Per Day

Due DateITime: 4/9/2014 10: 18 A M

M I Allowed: 37 0 Ext ra M I Allowed: 20,O $0 40 Per M I Ex t ra Day Rate for Safemove Plus $28,00 P e r D a y

Ex t ra Day Rate for Safetow $12 00 Per D a y -I - _II -l " X I lx-- _I - I " " "

-*x*I *I-c1* - -iEE I i o o 7

LAR CHECK-IN - EMAIL ON FILE Environmental Fee: $ 5 , 0 SubTotal: $ 2 1 5 , 0

RentalTax: $10 .6 Rental Deposit Paid: $100 0

$325 ,6 Cash Payment: $325 ,6

Tendered: $ 3 4 0 . 0 change: $ 1 4 . 3

Net Paid Today: $325 6

Total Rental Charges [including Deposit]:

14.4 1ZA IDA & d4 23 Estimated gallons needed to return to dispatched level of 3,'s

- I agree t o ver i fy m y truck's fuel level i s 3/8 before leavtng t h e premises I agree t o return th is t ruck with t h i s amount o f f u e l or pay a $30.00 fuel ing fee and a min imum o f $ 5 00 per gallon for fuel used U - H a u l does n o t reimburse i f t h i s t ruck i s returned with more fuel than when it was dispatched. U - H a u l pays for oi l (save receipts) 1 U-Haul p rov ides t h e Customer with min imum l im i ts o f p ro tec t ion required b y t h a t state o r province where ar ises any claim, s u i t or cause of act ion, This provided pro tec t ion is in excess or secondary t o any insurance coverage(s) o f t h e Customer Customer assumes Sole Responsibi l i ty for any and al l l iabi l i ty t h a t exceeds the applicable minimum l im i ts o f p ro tec t ion f o r t h a t s ta te o r province

I understand t h a t th is equipment m u s t be returned t o one o f t h e U-Haul drop-of f locat ions l is ted on t h i s cont rac t o r I m u s t ca l l t h e drop-of fnumber, 1 I understand t h a t the equipment rented i s water res is tan t and n o t water proof. 1 I acknowledge t h a t I have received t h e appropriate U s e r I n s t r u c t i o n s and acknowledge m y responsibi l i ty t o fu l ly read and understand these U s e r Ins t ruc t ions before operating t h e equipment = I agree t o s u b m i t all c la ims against U-Hau l in accordance with t h e U-Hau l Arbi t rat ion A g r e e m e n t incorporated by reference, and available a t uhaul com/arbi t rat ion or from your local U-Hau l representat ive,

Watch for overhead objects and lock-up t h e cargo box. I understand t h a t a col l is ion with an ouerhead ob jec t and t h e f i o f m y cargo a r e j u s t t w o speci f ic exclusions n o t covered by Safemove or Safetow protect ion 1 1 agree t h a t d is t rac ted driving i s dangerous and t h a t dr iv ing while distracted i s l ikely t o lead t o an accidenVcrash causing ser ious in jury or death, I agrer n o t t o use a hand held mobile phone (o ther than for an emergency call) and n o t t o t e x t while dr iv ing any U-Hau l t ruck or towing any U-Hau l Trailer, TOW

Dolly or A u t o Transport , My agreement n o t t o do so i s mater ia l t o U-Hau l ' s decis ion t o enter into t h i s Agreement. M y fai lure t o comply i s mater ia l b reach o f t h i s Agreement, 1 The following sha l l be admissible as evidence o f negl igence and breach o f con t rac t i n any lawsui t o r arbi t rat ion: 1) t h a t t h e dr iver o f t h e U-Hau l t ruck , o r vehicle towing any U-Hau l Trailer, Tow Dol ly or Auto T r a n s p o r t was tex t ing while driving; 2) t h a t t h e dr iver o f t h e U-Hau l truck, or vehic le towing any U- Haul Trailer, Tow Dol ly or Auto T r a n s p o r t was using any mob i le phone (other t h a n hands free o r f o r an emergency call) while driving. 1 I acknowledge t h a t I have received and agree t o t h e t e r m s and condi t ions o f t h i s Rental Cont rac t and t h e Rental Cont rac t Addendum

X Customer Signature - (Carla Blake) A g e n t Signature - (Mitchell, James*)

For Safe Trailering Video Tips go to Part 1 h t t~s : l lmedia .uhau l .ne t lv iewl l673 and f o r Part 2 go t o httcm1lmedia.u haul.netlview l 1 6 74 Discount Savings on Mote l and Hote l Rooms, Advanced Reservat ions Required a t Some Locat ions. lO% OFF a t La Quinta I n n s and Suites: 1-800-753- 3757 Onl ine @ www,lq,com{uhaul20% OFF a t Days Inn, Ramada and Super 8 Motels: 1-877-670-7088 Onl ine @ www~wyndhamrewards,com{uhaul Questions or need help? Call me.

(3 0 4) 47 0 -4443

https://uhaul.net/equipment/document~lookup/receipt.aspx?id=2C4EB2BC-O 1 C9-433 C-B.. . 4/29/20 14

contact Center: Hotline

reakdown 408465

File Roadside Assistance ReDort Search Roadside Assistance Reports 1

Status: Closed I Opened: 4/9/2014 5:33:54 AM 1 Operator: Stephanie Vauahn

Caller details

Caller name: Dane1 BLAKE

Phone: 1304) 775-2620

Phone type: Mobile

GPS: Send GPS locator text

Future contact: Phone

Last contact: 4/9/2014 33356 AM

Vendor details (STARS)

View Vendors map j Send vendor link

No vendor has been sent. Find helD

Equipment location

Location: Round Bottom Rd

City, State: undefined, WV

MCO: 821 History: View location history

O4UoaBlocation

Add location

Equipment details

Equipment: EL3868M

Loaded: Yes

Towing: No

Cause codes

Add cause code

Stuck- Customer Caused

Q 2014

Page 1 of4

Contract: 91 $29436

Customer: CARLA BLAKE

Phone: 5304) 516-5331

Transaction: OneWay

Dispatch location: 43079

Dispatch MCO: 821

Dispatch CitylSta te: PHILIPPI. WV

Destination: FAIRMONT, WV

Due date: 4/9/2014 I O : 18:OO AM

Towing vehicle:

Towed vehicle: 1999 Ford Taurus Front Wheel Drive Front Wheel Drive

EL3868M coverage: SUPERSAFEMOVE

AT3581 W coverage: SA F ETOWS K

Approximate mileage driven: 62.9 miles

Extend rental

Roadside files on this contract

408499 408465 (this call),

~ 1 ~ Roadside ~ file ~ ~~ and ~

2 repairs on this equipment in the past 90 days CalllD Repairs

https://uhaul.ne~customer~se~ice/4.O/RoadsideAssistance/CallDetails.aspx?CallID=408465 4/9/2014

,Contact Center: Hotline

call)

Page 2 of 4 '

Hotel location

Add hotel location

Tow location

Reason

Viewed File

Viewed File

Viewed File

Viewed File

Viewed File

Status Updated

Notes Added

Add tow location

Complete history

Historv results filter 1 Woad file 1 Add note

, . I

Status changed from Open to Closed

Call SUMMERS TOWING@ (304) 599-3133 and spoke with Mike and he said that the price will range from $400-$600 because there

r drive time will be 4 hours. I let Mike know that I will contact the customer with the information and I will call him back if we still need him. Call the customer back and let him know that are tow vendors are 40 miles out from him and there charging

recommend him to contact ' a fee of 600 and I best

ODerator

Nancy Bowen (821 000)

Roxanne Berry (821000)

James Spencer (821 000)

James Spencer (821 000)

Suzanne Fisher (636008)

Stephanie Vaughn (672026)

Stephanie Vaughn (672026)

DatelTime

41912 0 1 4 8:52:42 AM

" _.I I

1/9/20 14 3:46:33 4M

U9/2014 3:35:19 4M

~19/2014 3:33:09 4M

4/9/20 14 8:16:24 AM

4/9/2014 5:43:09 AM

" "x

4/9/20 1 4 5:43:04 AM

Equipment: EL3868M

. .

Type: 17' TRUCK

Year: 2007

Make: Ford

VIN: - -. . . ,,,7

License plate: A2

Under warranty: No

Tires: All 225175R16 E

View more sDecs

https://uhaul.net/customer~service/4.O/RoadsideAssistance/CallDetails.aspx?CallID=408465 4/9/2014

Contact Center: Hotline

Viewed File

Alert

Alert

Location Updated

” _

Equipment Updated

File Updated

Caller Updated

someone in his area. Customer said he will do that. -~ -x

GPS every Customer. Check to see if an ADDRESS appears for the Customer’s location. If not, move the pinpoint a millimetre or two on the map until an address appears.

Unless there are other Causecodes in addition to this, do offer to dispatch a Service Provider, but always advise the Customer and the Service Provider that the Customer is resPonsible for paving the cost of the service at the time Provided, except for Ford RAC or GMC RAC. Also, in that case, choose “Show Tow Vendors only,” just below the Vendor map.

I

Round Bottom Rd, undefined, W, United States MCO: 821

Loaded: Yes Towing: No

Description: Customer said the truck is stuck in the mud. Customer said the truck is more then a 100ft from pavement. I advised the customer there would be a service fee, he would like for me to call him back with the price.

mmmmm ~ ~

CARLA to Dane1 Phone number changed from (304) 516-5331 to (304) 775-2620

Stephanie Vaughn (672026)

Stephanie Vaughn (672026)

Stephanie Vaughn (672026)

Stephanie Vaughn (672026)

Stephanie Vaughn (672026)

Stephanie Vaughn (672026)

~ _ _ _ _ _ _ _ ~ ~

Stephanie Vaughn (672026)

4/9/20 1 4 5:40:55 AM

41912 0 1 4 5:37:21 AM

4/9/2014 5:37:21 AM

4/9/2014 5:37: 13 AM

4/9/2014 5:37:13 AM

4/9/2014 5:37:08 AM

~ _ _ _ _ _ _ _ _ _ ~

4/9/2044 5:37:05 AM

Page 3 of 4

https://uhaul.net/eustome~~service/4.O/RoadsideAssistance/CallDetails.aspx?CallID=4O8465 4/9/2014

l $ontact Center: Hotline

Cause Code Added

Equipment Updated

File Updated

File Created

Stuck- Customer Caused I L

. . ~ i....

EL3868M added

__ ~ X " " - w - * d a - .

j I

i Description: Customer said I the truck is stuck in the mud. I

i . I

1

, ,

I

Stephanie 1 4/9/2014 Vaughn 33303 (672026) ~ AM

Stephanie 4/9/2014 Vaughn i 5:34:39

i (672026) AM

dr- - ~ " I _--- - - II ~ "I--.- I

Stephanie I 4/9/2014 Vaughn I 5:33:56 (672026) AM

I - Stephanie 4/9/2014 Vaughn I 5:33:55 (672026) 1 AM

I I^

Copyright 2012 U-Haul International, inc. All rights reserved. U-Haul@ is a registered trademark of U-Haul International. Inc.

https ://uhaul .net/customer~service/4.O/RoadsideAssistance/CallDetails.aspx?CallID=408465 4/9/20 1 4

&contact Center: Hotline . .

Page 1 of3

AM

Status: Open 1 Opened: 4/9/2014 8:17:31 AM 1 Operator:

This file is locked to Suzanne Fisher as of 8:2

Impound 40849s

File Roadside Assistance Report 1 Search Roadside Assistance RePorts f

Contract: 91 829436 Suzanne Fisher

&if Customer: CARLA BLAKE

Equipment details Caller details

Caller name: jeff ,

Phone: j304) 775-3300

GPS: Send GPS locator text

Last contact: 4/9/2014 8:17:35 AM

Equipment: EL3868M

Loaded:

Towing:

Equipment: AT3581W

Loaded:

Towing:

Phone: 1304) 516-5331

Transaction: OneWay

Dispatch location: 43079

Dispatch MCO: 821

Dispatch CitylState: PHILIPPI, WV

Destination: FAIRMONT, w Impound details

Damage:

Driveable: No

Keys available: No

Last known:

Key cut code:

Date impounded: 4/9/2014 12:OO:OO AM

Due date: 4/9/2014 I O : 1 8:OO AM

Towing vehicle:

Towed vehicle: 1999 Ford Taurus Front Wheel Drive Front Wheel Drive

Impound fee:

Other fee:

Tow company: express towing

Tow address: 3047753300

Cause codes

EL3868M coverage: SUPERSAFEMOVE

AT3581 W coverage: SAFETOW5K

Vendor details (STARS)

Add cause code View Vendors mae I Send vendor link

No cause codes for this call Approximate mileage driven: 60.5 miles

No vendor has been sent. Find helr, Extend rental

Roadside files on this contract Equipment location

~ LQCatioa:-LIS=250-

City, State:

408499fthiecakt) ~ ~

408465 Stuck- CuStO

1 - 1 - " _

1 Roadside file and

https://uhaul .net/customer - service/4. Q/RoadsideAssistance/CallDetails.aspx?CallID=4Q8499 4/9/20 1 4

t Contact Center: Hotline O ' *

Page 2 of 3

MCO: 821

History: View location history 2 repairs on this equipment in the past 90 days

.""- CalllD Repairs -~~~ Custo

I Off load location

Add location Equipment: EL3868M Hotel location

Type: 17' TRUCK Add hotel location

Tow location Year: 2007

Make: Ford Add tow location

VIN:

Complete history License plate: AZ

Histow results filter I Woad file 1 Add note Under warranty: No

Tires: All 225/75R16 E Reason - Notes

X " _ . X ~

Ooerator

James Spencer

_ _ -

(821 000)

Suzanne Fisher (636008) *--"- "

Suzanne Fisher (636008)

DatelTime View more specs

Viewed File

4/9/20 14 8:32:43AM Equipment:

AT3581 W Notes Added

4/9/20 I 4 8:21:12 AM

-

4/9/20 1 4 8:20:34 AM

please call for fees.

~ - x 1 "

Type: AUTO TRANSPORT

Viewed File

Year: 2008

Make: U-Haul International GPS every Customer.

Check to see if an ADDRESS appears for the Customer's location. If not, move the pinpoint a millimetre or two on the map until an address appears.

VIN: Suzanne Fisher (636008)

4/9/20 14 8:20:21 AM

Alert License plate:

Under warranty: No

Tires: All ST205 / 7 5 i Part Number 120026010 J- Hundred, WV,

Jnited States K O : 821

Location Updated

Suzanne Fisher (636008)

4/9/2014 8:20: 1 3 AM View more S P ~ C S

https://uhaul.net/customer~service/4.O~oadsideAssist~ce/C~lDetails.aspx?CallID=408499 4/9/2014

Contact Center: Hotline ' ,

File Updated

Caller Updated

Equipment Updated

Equipment Updated

File Created

Description: customer called them on their own to get the truck and AT out of the mud. no money to pay for fees.

First name changed from CARLA to jeff Last name changed from BLAKE to. Phone number changed from (304) 516-5331 to

e " ~ " " I ^

(304) 775-3300

AT3581 W added

EL3868M added

. _

Suzanne Fisher (636008)

*_

Suzanne Fisher (636008)

Suzanne Fisher (636008)

Suzanne Fisher

I- _ _

(636008)

Suzanne Fisher (636008)

Page 3 of 3

4/9/2014 8:20:10 AM

4/9/20 I 4 8:20:08 AM

4/9/20 14 8: 1750 AM ~ " "I

4/9/20 1 4 8:17:46 AM

4/9/20 14 8:17:35 AM

Copyright 2012 U-Haul International, Inc. All rights reserved. U-Haul@ is a registered trademark of U-Haul international, Inc.

https://uhaul .net/customer~service/4.O/RoadsideAssistance/CallDetails .aspx?CallID=40 8499 4/9/20 1 4