Prior to Saturday June 27, 2008, I accessed U-Haul's website to rent a truck along with furniture dollies to move furniture from an apartment in Morristown, NJ to my newly purchased house in Lebanon NJ. I was to drop the truck off in High Bridge, NJ. The computer system confirmed and guaranteed my order for $107 and stated that I would be able to pick up a truck with a dolly and furniture at Morristown that morning. The website also stated that there would be a liquidated damages clause for $50 if U-Haul could not provide the truck or dollies as promised.
On the morning of Saturday June 27, 2008, I received a phone call from Carol a U-haul representative that stated that the truck and dollies would not be available at the Morristown location but that I would be able to get one at the Newark location. She stated that I would be credited for the extra gas and mileage that would be used since I had relied on U-Haul and they had breached their agreement.
When I arrived in Newark, I learned that there were no dollies. I was then informed by Robert, the manager, that this location never had any dollies and that U-Haul merely advertised these dollies as a way of getting customers in the door, but that they had no intention of actually providing them. The customer waiting on line in front of me was a victim of the same problem. To exasperate problems, U-Haul now sought to charge me $154; even though, the website had said the truck was only $107.
I waited for 1.5 hours on the phone at this location, before I was able to speak with Jenai, a customer service representative. Jenai promised me that U-Haul would honor its quoted price and I would be given a discount for the liquidated damages for $50. I thereafter discussed this matter with the sales clerk and told him that I would cross out the terms of the contract and modify it to meet the deal that U-Haul promised. The clerk agreed and signed off on this.
Thereafter I had the unpleasant experience of moving furniture without a dolly and some of my furniture was damaged during the move.
When I went to return the truck to High Bridge, there was no U-Haul location. I drove back and forth to find the location and it was not there. Finally I spoke to a gentleman at a gas station and he said that he would be opening a U-Haul in the future but that he had not been trained on U-Haul's policies and procedures. He had to call u-Haul and said he received permission for me to return the vehicle.
Thereafter I received two unauthorized bill from U-Haul. One for $154 and another for $80. I have no idea what the $80 bill was even for. I called up U-Haul two different times and spoke with customer service reps and both times they said that they would not charge me with the $80 bill and that they would honor the liquidated damages provision.
U-Haul did not honor this agreement and did not credit my credit card account as they said they would. Therefore I continued to dispute the bill, and U-Haul could not validate these bills. I sent letters to U-Haul to resolve this issue and they returned my phone call and agreed to take of the bogus bills. They did not honor their agreements. I disputed these bills with my credit card company through their dispute resolution procedure.
The credit card company initiated a dispute procedure and found in my favor. U-Haul could not provide any documentation for the mystery $80 debt and the documentation from the $154 bill showed that the terms of the contract had been changed to reflect the credits that needed to be made. In October, the credit card company found in my favor.
Now, U-Haul and its collection agency have been sending dunning letters to my father and these letters have been received a mailing at an address different than my own. He has the same name as me but a different address. I have sent U-Haul correspondence informing them of my proper address. I was very embarrassed for my father who has cancer and had quadruple bypass surgery last year to have to read this. He thought the letter was for him and he was very worried and concerned. I have always had perfect credit and have never missed a bill.
I believe that U-haul and its collection agncies have partaken in deceptive advertising, dishonest billing practices, poor customer service practices, and unfair collection practices.
Lebanon, New Jersey
U.S.A. Click here to read other Rip Off Reports on U-Haul