November 20,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Mr***
*** ***, our Executive Assistant for our Central Georgia Regional Office, followed up on the information Mr*** providedShe informed our office a message was left for
Mr*** advising him a refund for five months, July-November, was issued back to his credit cardHis contract has also been closed out and his account moved out in Webstorage
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International
December 3, 2014Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer Ms***.*** ***, our President for our Northwest Colorado and Wyoming Regional Office, followed up on the information Ms*** provided He informed our office Ms***’s concerns were
resolved in September She requested we purchase $6,worth of electronics she said were stored in the U-Box Pictures were taken of the contents of the U-Box and no electronics were seen Mr*** mentioned that only a futon, a couple of cardboard boxes and a plastic tub were stored Mr***’s office contacted Ms*** at that time and issued her a refund for all her storage fees, $for the inconvenience and free deliver of her items No further refund will be issued.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 AssistantU-Haul International
September 7, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Ms***. Katie S***, our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms*** providedShe informed our office she issued Ms***
a refund for $by check on August 25thShe should receive the check soon if not already. Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely,Maria P***Executive AssistantU-Haul InternationalTell us why here
February 15, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Joe H*** our Executive Assistant for our *** Regional Office, followed up on the information Ms*** provided. He informed our office he
attempted to speak to Ms*** but reached her voice mail. He left a message explaining he issued a refund for $back to her *** *** account. The refund should post on her next credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution would be satisfactory to me. The business did perform this action and I consider my complaint resolved
Regards,
*** ***
Dear Revdex.com,Uhaul finally refunded my credit card with the $they had double charged to my credit card, and they gave me the $which corresponded for them being days late with my move ($per day), as the moving contract guaranteed.I am still being charged almost $from my bank because of my credit card overdrawn when they double charged me for the moveI have a limit of $and you can understand that a double charge of $setted me way over that amount.I am not going to be paying for their negligenceWhat they did had financial repercussions for me, since it happened at the end-beginning of the month (they took my money from july 28th to august 10th), and just moving to a new place where I had to pay rent, food and others, and not being able to use my credit card for that, had to contact my family to get money while waiting for my 1st paycheckI am really aggravated and they don't seem to understand the seriousness of their actions.Best regards,*** ***
Thank you for your concern for our customer Mrs***.*** ***, our Field Manager for our ***, ** Regional Office, followed up on the information Mrs*** provided He informed our office he left a message for Mrs*** explaining on August 5th the contract return was
reversed and zeroed out to show no additional fees owed.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,*** ***Executive AssistantU-Haul International
May 5,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our customer Mr***
*** ***, our Executive Assistant for our Southern Georgia Regional Office, reviewed Mr***’s recent commentsShe relayed that Mr***’s trip went well and he did not experience any issues with the U-Haul truckShe reiterated that the $Reservation Guarantee Fee was issued along with a $VIP CertificateNo further refund or adjustment is warranted
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response
Sincerely,
*** ***
Executive Assistant
U-Haul International
October 24, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Mr*** Ted D***, our Executive Assistant for our Dayton Regional Office, followed up on the information Mr*** provided. He informed our office he spoke to Mr
*** and assured him his credit card information is not shared or available to anyone. Apparently, Mr***’s phone company issued his old telephone number to an individual that recently made a reservation for U-Haul equipment and Mr***’s name was pulled when the telephone number was typed into the system. Brian P***, our Area Field Manager, advised our office he corrected the information Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
May 23, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer, Mr***. Chris L***, our President for our East Central Colorado Regional office, followed up on the information Mr*** provided and sent him the following email in response:***, My
name is Chris L***I am the Marketing Company President for UHaul of East Central ColoradoAfter listening to a call you placed to our customer service agent, I admit that you were misinformedI am refunding a total of 248.22$ to the card you did your rental with originallyI left you a message with my cell phone numberIf you would like to follow up with me, I encourage that you give me a callThese refunds do take 3-business days but it will get thereChris L*** Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P***Executive AssistantU-Haul InternationalTell us why here
July 2,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customers *** *** and *** ***, whose name is on the rental agreement
*** ***, our Executive Assistant for our *** *** Regional Office, followed up on the information Ms***
provided and sent the following email in response:Dear Ms***, I apologise on behalf of the *** location for any inconvenience you experiencedI have reviewed your concern and noted that the contract was closed out past the time it was due back so the program automatically charged the extra rental periodI have refunded the total of $back to your credit cardYou will see this on your statement within - business days per federal regulationsThank you for bringing this to our attention
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International
July 24, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer Ms***.*** ***, Senior Staff for our *** *** Regional Office, followed up on the information Ms*** provided She informed our office a refund for the $Reservation Guarantee
Fee was issued back to Ms***’s Visa account on July 20th The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,*** ***Executive AssistantU-Haul International
September 7, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Kevin G***, our GM for our U-Haul Moving and Storage of Historic Ybor City, reviewed Mr***’s recent comments. He advised our office he contacted Mr*** and explained his claim with *** Insurance Company is still open. MrG*** provided him with his claim number and the adjuster’s telephone number plus extension. Mr*** relayed he would call the adjuster 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, Maria P*** Executive Assistant U-Haul International
September 12, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customers *** *** and *** ***, whose name is on the document Mitchell Freese, our GM for our U-Haul Moving and Storage of Melbourne, followed up on the information Ms
*** provided. He informed our office the proper refund was already issued Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
February 26, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms***
Vernon R***, our Executive Assistant for our Northern *** Regional Office, followed up on the
information Ms*** provided. He informed our office Ms*** was contacted and thanked for bringing this issue to our attention. It was determined this was programming error that has since been addressed. Ms*** was also informed of a credit for $ Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
MsP***, I sincerely appreciate your responseI remain hopeful that this matter will be resolved and I’m thankful for your time and attention in this matterRegrettably however, I can’t accept your response on the grounds that although it does sound truly wonderful, nothing has actually happenedMrC*** and I did have a discussion, but it was limited only to his recommendation that I go back to the store (for my third time) to try and talk it outHe hasn’t acknowledged the Settlement Agreement to meAt this time, the Settlement Agreement I proposed to MrC*** days ago is expiredThat was an effort to stop this from consuming too much timeThis matter has now consumed far too much of my time and attentionTherefore, I now seek a resolution with U-Haul that results in the complete closure of contract *** with $due from me and my complete removal from association with the *** insurance claim ***I have mailed a Notice of Dispute to the address posted on www.uhaul.com/arbitration It was mailed today, November, at 11:a.mvia certified US Priority MailThe tracking number is *** My certified mail receipt is attachedAgain, thank you for your time and attentionYou will receive the full package, including narrative and photographs, on Monday there in Phoenix
November 30, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Ms*** Willie S***, our GM for our U-Haul of North Miami Beach, reviewed Ms***’ recent comments. He advised our office since Ms***’ balance for her rental is on a Promissory Note, he had one day credited from the balance along with the $Service Fee to set up the account removed 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, Maria P*** Executive Assistant U-Haul International
I have spoken to the bankThe tracking number UHaul provided is not something that they can accessThe charges are not on a credit card, it is charged to my debit cardThe bank confirmed that UHaul debited $(I was advised I would get a full refund from UHaul) and in order for the charge to be reversed they need a letter from UHaul stating I should not have been charged the $The initial dispute I filed with the bank was denied because UHaul sent them a copy of the receiptAgain, I am not disputing the van rentalI am looking for refund I was told I would receiveMs*** advised me that I would receive a full refund because the van rented was not in complete working condition and should not have been rented to me in the first placePlease email me a letter I can fax to the bank
February 22,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Ms***
Please be advised that the issue Ms*** experienced is considered driver errorThere was nothing mechanically wrong with the U-Haul equipment, therefore, the truck becoming
"wedged in between the street and the driveway" is the customer’s responsibility along with any expense to get it towed outOur Emergency Road Assistance advised Ms*** that she was responsible for the towing expense and our GM also relayed the tow bill would be added to her rental
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International
February 8, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Shannon O***, our Executive Assistant for our Southern Alabama Regional Office, reviewed Mr***’s recent comments and provided the following response to forward to him: Thank you for the Revdex.com reply. We are very sorry to hear that we were not able to reach a mutual resolutionWe have accepted our responsibility for the leak and covered the damaged mattress in full. We also offered a $VIP for customer goodwill, which is over 30% of the rental before tax. This VIP can be used for any items that we carry, including boxes, propane, storage and equipment rentals. We meant no disrespect about preventing the damage to the belongings. Mattress covers should always be used when moving to keep mattresses clean and dry, especially during rain or other inclement weather. This, as well as a truck with no leak, would have prevented this unfortunate incidentI have reviewed this claim again. The equipment was utilized for the intended purpose, traveling days and miles to the destination. The customer loss was fully covered by U-Haul, and the VIP certificate was offered for any additional inconvenience incurred. Our previous resolution offer still stands. If the VIP acceptance is reconsidered, we will have that issued promptlyThank You, Shannon O***, Executive Assistant, U-Haul Company of Southern Alabama Please be advised our contract states our rental equipment is water resistant and not water proof 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, Maria P*** Executive Assistant U-Haul International
November 20,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Mr***
*** ***, our Executive Assistant for our Central Georgia Regional Office, followed up on the information Mr*** providedShe informed our office a message was left for
Mr*** advising him a refund for five months, July-November, was issued back to his credit cardHis contract has also been closed out and his account moved out in Webstorage
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International
December 3, 2014Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer Ms***.*** ***, our President for our Northwest Colorado and Wyoming Regional Office, followed up on the information Ms*** provided He informed our office Ms***’s concerns were
resolved in September She requested we purchase $6,worth of electronics she said were stored in the U-Box Pictures were taken of the contents of the U-Box and no electronics were seen Mr*** mentioned that only a futon, a couple of cardboard boxes and a plastic tub were stored Mr***’s office contacted Ms*** at that time and issued her a refund for all her storage fees, $for the inconvenience and free deliver of her items No further refund will be issued.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 AssistantU-Haul International
September 7, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer Ms***. Katie S***, our Executive Assistant for our Connecticut Regional Office, followed up on the information Ms*** providedShe informed our office she issued Ms***
a refund for $by check on August 25thShe should receive the check soon if not already. Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely,Maria P***Executive AssistantU-Haul InternationalTell us why here
February 15, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms*** Joe H*** our Executive Assistant for our *** Regional Office, followed up on the information Ms*** provided. He informed our office he
attempted to speak to Ms*** but reached her voice mail. He left a message explaining he issued a refund for $back to her *** *** account. The refund should post on her next credit card statement Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution would be satisfactory to me. The business did perform this action and I consider my complaint resolved
Regards,
*** ***
Dear Revdex.com,Uhaul finally refunded my credit card with the $they had double charged to my credit card, and they gave me the $which corresponded for them being days late with my move ($per day), as the moving contract guaranteed.I am still being charged almost $from my bank because of my credit card overdrawn when they double charged me for the moveI have a limit of $and you can understand that a double charge of $setted me way over that amount.I am not going to be paying for their negligenceWhat they did had financial repercussions for me, since it happened at the end-beginning of the month (they took my money from july 28th to august 10th), and just moving to a new place where I had to pay rent, food and others, and not being able to use my credit card for that, had to contact my family to get money while waiting for my 1st paycheckI am really aggravated and they don't seem to understand the seriousness of their actions.Best regards,*** ***
Thank you for your concern for our customer Mrs***.*** ***, our Field Manager for our ***, ** Regional Office, followed up on the information Mrs*** provided He informed our office he left a message for Mrs*** explaining on August 5th the contract return was
reversed and zeroed out to show no additional fees owed.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,*** ***Executive AssistantU-Haul International
May 5,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your continued concern for our customer Mr***
*** ***, our Executive Assistant for our Southern Georgia Regional Office, reviewed Mr***’s recent commentsShe relayed that Mr***’s trip went well and he did not experience any issues with the U-Haul truckShe reiterated that the $Reservation Guarantee Fee was issued along with a $VIP CertificateNo further refund or adjustment is warranted
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response
Sincerely,
*** ***
Executive Assistant
U-Haul International
October 24, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Mr*** Ted D***, our Executive Assistant for our Dayton Regional Office, followed up on the information Mr*** provided. He informed our office he spoke to Mr
*** and assured him his credit card information is not shared or available to anyone. Apparently, Mr***’s phone company issued his old telephone number to an individual that recently made a reservation for U-Haul equipment and Mr***’s name was pulled when the telephone number was typed into the system. Brian P***, our Area Field Manager, advised our office he corrected the information Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
May 23, 2017 Revdex.com ID#: ***U-Haul Ref#: *** Thank you for your concern for our customer, Mr***. Chris L***, our President for our East Central Colorado Regional office, followed up on the information Mr*** provided and sent him the following email in response:***, My
name is Chris L***I am the Marketing Company President for UHaul of East Central ColoradoAfter listening to a call you placed to our customer service agent, I admit that you were misinformedI am refunding a total of 248.22$ to the card you did your rental with originallyI left you a message with my cell phone numberIf you would like to follow up with me, I encourage that you give me a callThese refunds do take 3-business days but it will get thereChris L*** Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P***Executive AssistantU-Haul InternationalTell us why here
July 2,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customers *** *** and *** ***, whose name is on the rental agreement
*** ***, our Executive Assistant for our *** *** Regional Office, followed up on the information Ms***
provided and sent the following email in response:Dear Ms***, I apologise on behalf of the *** location for any inconvenience you experiencedI have reviewed your concern and noted that the contract was closed out past the time it was due back so the program automatically charged the extra rental periodI have refunded the total of $back to your credit cardYou will see this on your statement within - business days per federal regulationsThank you for bringing this to our attention
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International
July 24, 2015Revdex.com ID#: ***U-Haul Ref#: ***Thank you for your concern for our customer Ms***.*** ***, Senior Staff for our *** *** Regional Office, followed up on the information Ms*** provided She informed our office a refund for the $Reservation Guarantee
Fee was issued back to Ms***’s Visa account on July 20th The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,*** ***Executive AssistantU-Haul International
September 7, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Kevin G***, our GM for our U-Haul Moving and Storage of Historic Ybor City, reviewed Mr***’s recent comments. He advised our office he contacted Mr*** and explained his claim with *** Insurance Company is still open. MrG*** provided him with his claim number and the adjuster’s telephone number plus extension. Mr*** relayed he would call the adjuster 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, Maria P*** Executive Assistant U-Haul International
September 12, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customers *** *** and *** ***, whose name is on the document Mitchell Freese, our GM for our U-Haul Moving and Storage of Melbourne, followed up on the information Ms
*** provided. He informed our office the proper refund was already issued Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
February 26, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your concern for our customer Ms***
Vernon R***, our Executive Assistant for our Northern *** Regional Office, followed up on the
information Ms*** provided. He informed our office Ms*** was contacted and thanked for bringing this issue to our attention. It was determined this was programming error that has since been addressed. Ms*** was also informed of a credit for $ Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response Sincerely, Maria P*** Executive Assistant U-Haul International
MsP***, I sincerely appreciate your responseI remain hopeful that this matter will be resolved and I’m thankful for your time and attention in this matterRegrettably however, I can’t accept your response on the grounds that although it does sound truly wonderful, nothing has actually happenedMrC*** and I did have a discussion, but it was limited only to his recommendation that I go back to the store (for my third time) to try and talk it outHe hasn’t acknowledged the Settlement Agreement to meAt this time, the Settlement Agreement I proposed to MrC*** days ago is expiredThat was an effort to stop this from consuming too much timeThis matter has now consumed far too much of my time and attentionTherefore, I now seek a resolution with U-Haul that results in the complete closure of contract *** with $due from me and my complete removal from association with the *** insurance claim ***I have mailed a Notice of Dispute to the address posted on www.uhaul.com/arbitration It was mailed today, November, at 11:a.mvia certified US Priority MailThe tracking number is *** My certified mail receipt is attachedAgain, thank you for your time and attentionYou will receive the full package, including narrative and photographs, on Monday there in Phoenix
November 30, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Ms*** Willie S***, our GM for our U-Haul of North Miami Beach, reviewed Ms***’ recent comments. He advised our office since Ms***’ balance for her rental is on a Promissory Note, he had one day credited from the balance along with the $Service Fee to set up the account removed 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, Maria P*** Executive Assistant U-Haul International
I have spoken to the bankThe tracking number UHaul provided is not something that they can accessThe charges are not on a credit card, it is charged to my debit cardThe bank confirmed that UHaul debited $(I was advised I would get a full refund from UHaul) and in order for the charge to be reversed they need a letter from UHaul stating I should not have been charged the $The initial dispute I filed with the bank was denied because UHaul sent them a copy of the receiptAgain, I am not disputing the van rentalI am looking for refund I was told I would receiveMs*** advised me that I would receive a full refund because the van rented was not in complete working condition and should not have been rented to me in the first placePlease email me a letter I can fax to the bank
February 22,
Revdex.com ID#: ***
U-Haul Ref#: ***
Thank you for your concern for our customer Ms***
Please be advised that the issue Ms*** experienced is considered driver errorThere was nothing mechanically wrong with the U-Haul equipment, therefore, the truck becoming
"wedged in between the street and the driveway" is the customer’s responsibility along with any expense to get it towed outOur Emergency Road Assistance advised Ms*** that she was responsible for the towing expense and our GM also relayed the tow bill would be added to her rental
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
*** ***
Executive Assistant
U-Haul International
February 8, Revdex.com ID#: *** U-Haul Ref#: *** Thank you for your continued concern for our customer Mr*** Shannon O***, our Executive Assistant for our Southern Alabama Regional Office, reviewed Mr***’s recent comments and provided the following response to forward to him: Thank you for the Revdex.com reply. We are very sorry to hear that we were not able to reach a mutual resolutionWe have accepted our responsibility for the leak and covered the damaged mattress in full. We also offered a $VIP for customer goodwill, which is over 30% of the rental before tax. This VIP can be used for any items that we carry, including boxes, propane, storage and equipment rentals. We meant no disrespect about preventing the damage to the belongings. Mattress covers should always be used when moving to keep mattresses clean and dry, especially during rain or other inclement weather. This, as well as a truck with no leak, would have prevented this unfortunate incidentI have reviewed this claim again. The equipment was utilized for the intended purpose, traveling days and miles to the destination. The customer loss was fully covered by U-Haul, and the VIP certificate was offered for any additional inconvenience incurred. Our previous resolution offer still stands. If the VIP acceptance is reconsidered, we will have that issued promptlyThank You, Shannon O***, Executive Assistant, U-Haul Company of Southern Alabama Please be advised our contract states our rental equipment is water resistant and not water proof 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, Maria P*** Executive Assistant U-Haul International