U-Haul Complaint - U-Haul Rental is way more than $19.99 as advertised!
HOLLYWOOD, CALIFORNIA -- The advertisement scheme goes a long way $19.99 for me turned out to be $26.95 plus $0.99 per mile (I put in 38 miles!) and I had to put in gas (if not, they will charge me $30). All in all, the $19.99 price that I expected to pay on a U-Haul truck rental turned out to be way more. First, they forgot to put my dolly in the truck. I had to call them twice to tell them I didn't have it. I told them I am not paying for something I didn't have and knowing how they are, if I did not call to notify them, they probably would charge me for the actual price of the dolly! I just hated the fat that the staff who I spoke with sounded really sure that I got a dolly and I was actually just not seeing the dolly in the empty truck! I felt like I had to defend myself about it. What am I going to do with a dolly after moving my belongings from one place to another? Use it as a stroller for my daughter? And, most of all, the next day when I returned the truck, the staff who was checking me out tried to get away with me signing off a $104++ bill instead of $65. This was after she asked me if I returned the truck with the same amount of gas. When I asked about the total, she said it was because I was being charged for some mileage or gas or whatever she was talking about. She revised it and came up with $64.98. What a mess! I hope they do not give other people this kind of experience.
A little piece of advice for people needing to rent a truck from U-haul, check all the paperwork and the vehicle before driving off their lot. Take note that with the $19.99, tax is added, as well as $0.59/mile for pick-ups, $0.99/mile for trucks, and so forth and so on, and you have to replace the gas that you used or they will charge you. Especially, make sure the final bill is accurate. Hope this helps.
Company Response on 03/16/2010:
My name is Maria Palmisano and I am with U-Haul International. I would like to offer you my personal apology for the inconvenience you experienced. We are always concerned when a customer reports an unsatisfactory rental occurrence. Please be advised we will follow up on the information you provided with our U-Haul locations involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. I also wanted to add that the rental charges are outlined on the rental agreement, including our fuel and mileage policies, when you are asked to initial and then sign the contract. I did review both your one-way rental done recently on March 6th as well as your in-town rental done on November 28, 2009. All charges appear to be correct. However, if you have specific concerns I can address for you, I can be reached at firstname.lastname@example.org. Again I apologize for your inconvenience and hope you will allow U-Haul to serve you again in the future.