U-Haul Complaint - Serious Issues with U-Haul Lewisville TX
LEWISVILLE, TEXAS -- I am writing this review to expose some very serious issues. I recently rented a U-Haul trailer (my first experience with U-Haul) and was given a rate of $29.00 for the trailer. Everything went smoothly and I was told to return the U-Haul by 6 P.M. There were no specifications to what location the U-Haul must be returned but that it simply must be returned by 6 P.M.
The next day I noticed an unauthorized pending charge of $73.75 and called to find out what the charge was for. I was told that it was simply a hold in accordance to U-Haul policy and it would disappear within 3-5 business days. Satisfied with this answer I did not further investigate. However, on 11/3/2010 the additional $73.75 charge had gone through and had created an overdraft in my account and I was charged an additional fee of $34.00. I am never overdrawn and am very cautious with my money so I was very frustrated at this point. I called the Lewisville store located on 525 North Stemmons Freeway (College Pkwy) Lewisville TX 75067 and spoke with the general manager there. It was the most unprofessional and inappropriate call I have ever experienced and merely exacerbated the stressful situation. The manager told me “It’s not our fault you didn’t return the U-Haul here” and “You should have known” and “If you tell me you will bring my U-Haul back here then I will just believe that’s true.” (Please note on the last quote that I had never spoken to him before and I was neither informed that the U-Haul must be returned to that location and I never told anyone at the store that I would be bringing it back to that specific location either). He also continued to cut me off in mid-sentence saying “Listen to me, listen to, hey, listen to me.” He was argumentative and offered no apology for the miscommunication between his staff and I; he offered only blame and false scenarios. Toward the end of our exchange he told me “Hey there’s nothing I can do anyway because the other store charged you! So you’re not helping by being mad at me!” I responded in frustration “You should have informed me of that at the beginning of this conversation and apologized for the inconvenience and given me the number to call the other location instead of being argumentative and inappropriate. I cannot understand how you became manager with this level of customer service.” His response was merely “Well, ma’am, thanks for that suggestion and now I’m going to let you go so you can call them.”
I proceeded to call the other store and spoke with the manager there. I relayed all that had happened and he did everything in his power to help for which I am extremely grateful. Unfortunately the corporate office instructed him to call the other manager to ask that the extra charges be dropped, of course, the other manager refused saying “We told her to bring it back here and she didn’t so we will not refund anything.” As I stated above I had never spoken to him and was never informed of this policy or I would have adhered to it.
This is my last option and I am pleading that someone take care of this matter. The Lewisville manager will be able to continue on with his week unaffected by this matter while I attempt to recover from the damages. I expected only to pay $29.00 for the U-Haul but instead (including the NSF fees) have spent approximately $150.00 dollars and counting if other transactions are processed. This is bad enough in of itself, but the real tragedy for me is the money I am spending to recover from this is the money for my wedding dress I have been saving for my wedding in early December this year. Because of this incident I have no way of purchasing my dress and I am devastated by this ordeal. I truly hope someone will read this and rectify this needless situation.
I can be contacted via email at firstname.lastname@example.org by any U-Haul personnel that can assist me.