Our response to the LA Times article from 6/25/07

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1. Sunday, the LA Times made the case that U-Haul trailers cause accidents. Be assured, this is not the case. In fact, statistics indicate just the opposite.

   However, highway collisions have, are and will continue to create mayhem for the motoring public. I encourage each of you to understand and communicate the following regarding towing U-Haul trailers.

   1. Load heavy in front.
   2. Reduce your normal driving speed.
   3. Wear your seat belt.

2. Monday, the Times took U-Haul to task for poor equipment inspection, faulty maintenance, an untrained work group, and a callous attitude toward the customer.

   • We have this spring updated our Rental Vehicle Inspection Program. I expect timely Level 1, 2 and 3 Inspections. Then, update those in the computer so we can track what is required next. If you cannot personally attest to the equipment's condition, ground it. This is far and away the best inspection system in the industry.
   • If you are unsure of how to accomplish a repair, I encourage you to access the Repair Hotline, your RDM or another source of help. The Times accuses U-Haul personnel of falsifying Repair Statements. You all know this is totally unacceptable, that this can only create problems, never solve them. No one can do perfect repair; however, we can all do honest repair.
   • Our work group is characterized as subject to heavy turnover and impossible to educate on proper procedures. In the field, 1, 2, 3 Punch is the basic orientation. We must continue this. As U-Haul U continues to develop classes, encourage team members to go there and learn. The response to date has been tremendous. Finally, encourage new System members to stay and develop a career with U-Haul. We have many second- and third-generation family members here, and we are proud of this.
   • We are finally characterized as indifferent or callous toward our customers. Moving customers come to us seeking help and certainty. They do this in a period of high emotion surrounding moving. The customer wants our help and pays us to give it to them. Over time, the more we help the customer, the greater our income opportunities become.

So far, my response to the criticism of the Times is:

We should continue to advise the trailer customer to 1. Load heavy in front; 2. Reduce driving speed; and 3. Wear seat belts. We need to accomplish Level 1 and 2 Inspections as indicated in the field. We should do Level 3 Inspections and repair with integrity and professionalism in our repair shops.

We should recall our PSO: "To provide a better and better product and service to more and more people at a lower and lower cost. " My thanks for your continued efforts.

Do not be fooled into believing that other U-Haul work groups are less committed to our goals than yours. All across North America, U-Haul teams are doing their part of our job.

Good renting. - Joe Shoen

Our response to the LA Times article from 6/24/07

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System members,

Re: Trailering advice,

The LA Times is running a series of articles that slam U-Haul and tells the public, when trailering:

• Balance your load
• Slight swinging of the trailer is normal

This is dangerous misinformation. It could injure or kill your trailer customer.

Let's review the truth:

1. Trailer sway, oscillation, swing, fish tailing, whipping or snaking is not normal. It is the trailering combination trying to tell you that the trailer is not loaded heavy in front. Anytime a customer encounters a mild amount of this, they should immediately take their foot off of the accelerator to reduce speeds about 10 MPH and proceed to a place where they can adjust their load to be heavy in front.

   At the same time, customers should check inflation on all tow vehicle and trailer tires. No U-Haul rental trailer snakes, sways, swings, fishtails or whips unless something (normally loading) is wrong. Slowing down reduces sway; reloading heavy in front eliminates it.

2. While towing a U-Haul trailer or tow dolly the customer needs to:

   1. Load heavy in front
   2. Reduce their normal driving speed
   3. Wear a seat belt
3. Our user instructions reinforce this message. Get them to your customers.

4. Every time you dispatch a rental trailer, after the hookups and before the customer departs, verify that turn, brake and running lights are operative and remind your customer:

   1. Load heavy in front
   2. Reduce normal driving speed
   3. Wear your seat belt

Following these 3 maxims will go a long way to ensure a good safe trip for your customer.

Good renting,

Joe