I dropped the truck off, showed the rep the hole, and explained what had happened. On the 22nd I received a call from AFM Darin Pratt who advised he was aware of the issue. I requested that U-Haul add the inside of the storage area to the walk around inspection and photos that are requested of a renter when they initially pick up a truck. He advised that the policy is for the U-haul center where the truck is dropped off is responsible for inspecting that for damage and to ensure the lighting is working. I told him that in this instance, someone obviously had not done their job. He told me he would take care of the issue and thanked me for being diligent in communicating with U-Haul on the issue. I even tried to secure the hole by fixing some plastic to the top to protect the inside. Yesterday (8/6) I received a charge on my credit card for $400 for damage. I reached out to Darin again and advised him that this had happened. I asked why after we had discussed this and agreed it would be taken care would I get dinged for this issue when it was not my fault and obviously the fault of the previous renter. Darin responded and immediately fixed the issue. I had shared with Darin in my email that U-Haul has always been my preferred place to rent trucks but after this experience I was seriously questioning my loyalty. After Darin got back to me that very night with a resolution, I was impressed. Too often these days customer service is a forgotten art, as is one doing what they say they are going to do. I can say that I will continue to use U-haul for my renting needs only because of the actions of this AFM you have. He is a true professional who understands that customer service is what keeps a company alive, especially when there are other choices in the market. You have a top-notch manager in Darin, and I would recommend Darin as one of your very best. He and his actions are the only reason I will continue doing business with you despite the experience at the pick-up location in Lexington, where the service and knowledge of the reservation was absolutely poor. You have a great manager in Darin, I would respectfully suggest you move him into a higher position and pay him more - he very much deserves it, and you will reap benefits from him professionalism.
SCOTT F
C&C Farm Supply Inc
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Haysi, VA 24256
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Customer Reviews
- 4.0 Average Customer Rating
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Multiple cats in the store. Smelled of cat urine. Dog with fleas also inside. Had to shower after leaving store due to smell on clothes
Erich Egreat service good comunication thanks Keith
Ruey MNothing to add… everything went smoothly
James AHave all the rules and regulations up front for the person renting the unit and have someone there to talk with the person renting the unit. Make the customer feel safe
Barbara L