U-Haul Complaint - Bad Customer Service!
SPRINGDALE, ARKANSAS -- I have not used U-Haul since this incident and never will again. I reserved a truck for my moving day and when I got there to pick it up everything seemed to go ok. the guy behind the counter asked me for an "estimated return time" and I said that I would hope to be done my 5:00pm of the same day. I left with the truck that I ordered and proceeded to start my move. Things got behind schedule and I hadn't finished by 5:00. Around 6:00 I got a call from the man I spoke to at the pick-up location. He said that I was an hour late with the truck and that it had been rented to someone else. I attempted to explain that he had asked me for an "estimated" time I would return the truck and I saw no time obligations in my contract. At this point he began to get hostile. He said that I did not have it back by the time that I had stated, and that I would now "be charged an additional $400 per hour for every hour" I keep the truck! I was in shock! (this was not in my contract either.) I asked to speak with his supervisor and he handed the phone to a female worker. I attempted to explain to her that the man I was speaking with was yelling at me and that I was not happy with their service. She cut me off and informed me that I must have been mistaken and that she had trained him herself. At this point I felt more like I was being handled by some hostile collection agency than by a rental car company. I then said that I was not going to pay the $400 "late fee" as this was not specified in my contract to which she replied that she might be willing to "wave that fee" if I were to return the truck promptly. When I said that I would return it as soon as I could. She seemed very frustrated with me and I could hear her talking to someone while trying to muffle the phone in order to cover up the several profanities she used when referring to me. I returned the truck around 7:00pm. When I got there they were very abrupt with me and there was no mention of the supposed $800 I owed them in "late fees." Then they tried to charge me for extra gas when I returned the truck with a full tank. This whole experience was absolutely childish!