U-HAUL CENTER OF DULUTH

"Thank you for the chance to respond to this objection. We are sorry to hear that [the member] is unhappy with our service. Customer service is very important to us, and we at the U-Haul of Duluth work diligently to help everyone that does business with us to the best of our abilities. While the majority of our customers walk away satisfied with our level of service (as seen on our website www.uhaul.com), there are some circumstances that reach beyond our control which can affect the experience, such as when rental equipment is damaged. Unfortunately, [the member] admittedly damaged our rental equipment beyond repair. It was damaged to the point that it was taken to our regional repair facility (aka shop) to be scrapped and taken out of the rental fleet. Due to the extent of the damage, the equipment was deemed irreparable. This equipment is no longer renting; it was dismantled. Furthermore, it is our policy to rent our rental equipment and not to sell it - even in the event that a customer damages and then pays for those damages. For example, if a customer damages a trailer, they must pay for the damages done; the customer does not get to take the trailer home. With the exception of U-Haul Trucks, U-Haul does not sell rental equipment. This includes the Appliance Dolly that [the member] destroyed. [The member] paid for the rental and, as a result of the damage, the replacement of the equipment he damaged - nothing more. [The member] claim of us going into his account and taking money as we wished is simply false. We charged him according to our policies and procedures per the contract that he agreed to and signed for. [The member] will not receive the dolly he damaged per our policies. He has already been charged in accordance with our policies. He has not been, nor will he be, charged for anything more. This was all explained to [the member] at the time he returned the damaged equipment. Unfortunately, he rejected the explanation that was given to him and attempted to argue with management into going against policy and into giving him the damaged equipment. Although this situation can be uncomfortable, I can assure anyone renting from us that this situation is always handled with respect no matter what the circumstances. We are business people and we conduct ourselves as such. This particular occasion was no different. [The member] accepted responsibility for the damage but disagreed with the policy of our "Not to be sold" policy as described above. This is a strict policy and will be adhered to for this and any other similar situation regarding damage. Again, we are sorry that [the member] was unsatisfied with our service. However we appreciate the feedback and the opportunity to use this information so that we may increase our level of service in the future. Furthermore, we post un-edited customer reviews on our website at www.uhaul.com and they accesible to the public for viewing. Regards, James Hall General Manager U-Haul Center of Duluth"