Company Response on 06/14/2010:
My name is Maria Palmisano and I am with U-Haul International. I have read your comments regarding our policy and procedures and appreciate your opinion. I also want to relay my personal apology for any inconvenience you may have experienced. Please understand that we are allowing a private individual to rent a piece of equipment worth thousands of dollars by only collecting a credit card and a very minimal deposit amount. From many years of past experience of handling millions of rentals every year, we found that an average amount of miles traveled on an in-town rental is approximately 50 miles, therefore, we apply an estimated 50 miles for an in-town rental. As with any company, when a credit card is charged, the credit card company requires contact to authorize the charge. The amount of the charge is then put on hold by the credit card company until the actual charge is received from the merchant. This can take an additional 3-5 business days. When a credit is processed, the credit card company does not require to be contacted, therefore, they are not aware of the credit until it is actually received from the merchant, which can be the same 3-5 business days. I can assure you, U-Haul does not hold on to a credit for 5 days before transmitting. A credit card company then has 30 days to post a transaction on the credit card account. With the information I've provided, I hope you will reconsider your opinion about U-Haul and allow us another chance to serve you again in the future. If you have other concerns or questions, please do not hesitate to contact me at email@example.com. We realize it is only through communication with our customers that we find which programs are working and which areas need attention. We always appreciate customer feed back.