U-Haul Complaint - UHAUL - Moving Truck Rental
HOUSTON, TEXAS -- 2 Weeks ago 1/20/2004 I personally went to the Company owned/operated UHAUL to reserve a truck for an upcoming in-town move.
I made the reservation for pickup 1/30/2004 5:00pm and Return due date no later then 1/31/2004 5:00pm. The location that I went to make the reservation/pickup was at:
UHAUL Co. of I45
16405 I-45 NORTH
HOUSTON, TX 77090
I have the Reservation contract ‘RENTAL CONTRACT ADDENDUM’ with me and I was billed $100 on my credit card for reservation deposit (this was for 26 ft truck, moving pads and dolly). I have a witness who was present with me and can vouch the reservation.
Now on the day of 1/30/2004, I got at the store at 4:50pm to pick up the rental and once they looked up my reservation, I was informed I had to return the truck prior to 7:00am next morning.
The person who had taken the reservation informed me that they had a new manger that had just started after my reservation had been made. And that he had made this change so the truck that I had reserved is suppose to be in prior to 7:00am and out for next reservation, and then back by 3:00pm for the next reservation. I was not informed of this change and no reason was given to me as to why this change was made.
And off course the manager was NOT available to comment.
I informed that my reservation is up until 5:00pm next day, not 7:00am, I can not move middle of the night, plus I informed the desk employees that I had made arrangement for some Friends to help me move and they are coming at 7:00am 1/31/2004. Not at middle of the night.
So at around 5:25pm finally I get the truck and the following morning I get a call from the Manger, telling that the truck should have been back at 7:00am and that he was going to charge my credit card $100.
I and few of my Friends worked really hard to get the work done early, because we felt sorry for the other renters. So finally I returned the truck at 11:35am 1/31/2004, and the manager had charged $10,000 on my credit card. He gave a credit of $9,725.52 (after taking $100 late fee).
I have a witness from all 3 occurrences:
Not only that the manger tried to snatch my original reservation contract from my hand. He was very rude and abrasive. When I tried to take down his name he immediately took off his name tag, I was only able to get his first name Jacob.
Also the trucked given to me had bare metal on the clutch and break, the shift stick groves was all worn out, very difficult to shift the gears. Basically the Truck was a Road Hazard to the public. I was shocked and astonished that such a Vehicle would be allowed to operate on the road.
This has been a nightmare move in part because of the location I rented the truck from. I am still recovering from that move. I was hoping by renting from the company owned location, this would be smooth uneventful move.
I sent the above information to U-Haul Co. 'Uhaul Customer Service' via the Web and received the following email.
From: Uhaul Customer Service [mailto:email@example.com]
Sent: Wednesday, February 04, 2004 7:02 PM
Subject: Re: Internet Customer Action Form
Thank you for your communication received by our Customer Service Department.
Reservations are based on availability according to the number of reservations scheduled at each location. The scheduling of equipment is based on available time frames ranging from 1 hour up to a 24-hour rental period. Demand for renting equipment is higher Friday-Sunday, at the end
of the month and during the summer. Renting Sunday through Thursday
during off peak times allows more flexible scheduling and for a longer rental period. U-Haul schedules more than one family to use the equipment during the day on Friday through Sunday.
When a location is not able to assist you with your rental needs, they should refer you to the Regional Office for additional help. We apologize for any breakdown of communication.
Our locations assist many families in moving across town and across the country. These families, like yourself, rely on previous customers to return the equipment within the scheduled time on their contract in order to make their move. We are sure you can understand how important it is to return the equipment on time.
When signing the contract you agreed to the Terms and Conditions of the Rental. Document Holder on back "# 6-Customer will return the Equipment to U-Haul at the time agreed and within the allowed mileage stated. A fee will be charged for any days or mileage over those stated in the contract." We can understand you are not happy with the late charge, however, no adjustment is warranted.
You are a valued customer and we want to send you $40.00 in VIP Certificates. The certificate is valid for two years and can be applied
towards any future rental or purchase. Please respond with your
acceptance and a current mailing address so that we may mail out your certificates.
We look forward to your acceptance and our efforts in the future will be guided by this experience.
U-Haul Customer Service
And this was my response to them:
Thanks you for the prompt response.
Having read your email below; let me make a point in reference to:
"# 6-Customer will return the Equipment to U-Haul at the time agreed and within the allowed mileage stated."
"The AGREED TIME", at the time of reservation was 5:00pm 1/31/2004 and As per my email I have the "RENTAL CONTRACT ADDENDUM" with me, which The manager tried to abruptly snatch from me and I have a witness In regards to the conservation at the time of the reservation.
And the witness can testify that the employee agreed on a RETURN 1/31/2004 5:00pm.
Also one other major factor that you have overlooked the manger that made this change, should have notified the customer in advance so as The "CUSTOMER" can make other arrangements. Let me point out in your RENTAL CONTARCT ADDENDUM you charge the customer $50 cancellation Fee if cancellation is not received AT LEAST 24 HOURS prior to the schedule.
So by giving me the $40 in VIP Certificate is not acceptable, since I would not step into this location in my lifetime again. So please reconsider your offer.
Thank you in advance