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  • Report: #1079269

Complaint Review: U-Haul

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  • Submitted: Mon, August 26, 2013
  • Updated: Mon, August 26, 2013

  • Reported By: Tim — Rochester New York
U-Haul
290 Jefferson Road, Henrietta, NY 14623 Rochester, New York USA

U-Haul They literally did nothing right Rochester New York

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This rental experience has been possibly the worst retail experience of my life. It began with a call to reserve a trailer for two days and schedule a hitch installation so we can pull that trailer. The call took a full hour due to trouble with the computer system.

The following day, I found that my credit card had been charged $50 four times and $149.95 four times for a total of just under $800. It was supposed to be charged only $50 one time to reserve the hitch for the installation. I called U-Haul to fix the problem and was bounced around to several people in different departments and finally was told that U-Haul could not reverse the charges and that I had to call my credit card company and do it myself. This person gave me 7 different 6 digit numbers, one for each of the transactions to be removed.

I called my credit card company and was told that I am not allowed to do this, charge removals must be done by the merchant. This call went pretty quickly unlike the previous U-Haul call or the next one coming.

I called U-Haul back and explained the situation to the person who answered and they couldn’t help me, that was for a different department so they transferred me. I explained again and was transferred. I explained again and was transferred. This happened no less than 8 times and nothing was done. The best option that any of these people gave me was to tell the store when I show up for the installation and have them remove the charges before the installation begins. Really? That’s the best you can do? The installation was scheduled for the day before the trailer rental and I’m supposed to risk this resolution working out. If it doesn’t, we can’t take our son back to college on time.

In a last ditch effort, I call the credit card company again and tell the whole story again. This person takes pity on me and does the reversal and informs me that they are absolutely not supposed to do this with a call from the consumer, It has to be the merchant who calls the reversal in. This sequence of calls, U-Haul, then the credit card company, then U-Haul and then the credit card company again took about 2-1/2 hours.

The hitch installation went smoothly and the trailer pick up was ok with one small problem that I didn’t pick up on until the rental was over. The paperwork which was handed to me had the wrong dollar amount on it. It was the amount for 3 days rather than 2 days which is what I reserved. The reservation was for a 6pm pickup and 6pm drop off. We actually picked it up at 5pm because we were trying to hurry up and get the thing packed for an early departure the following am. Apparently this hour early pickup pushed the rental to 3 days. I guess I might have expected the person changing the rental from 2 to 3 days to mention that they were doing so. With that knowledge, I would have made sure to get back by 5pm keeping it a 2 day rental. I’d call that an opportunistic trick.

So the trailer made the trip to and from Pittsburgh. We arrived back at U-Haul at 5:10 only to find the store closed. At this point, we’ve had the trailer 48 hours and 10 minutes. The door said they were open until 5:00. WHAT! The contract said to return the trailer by 6:00. There was a person inside who saw us through the window, he came out and took the trailer but he did not register us in the computer as returned. In fact, he said that we could have returned the trailer after they were all gone and as long as the trailer was there when they came in the next morning, it would count as having been returned the previous day. We were relieved but still perturbed that the contract said right on it and was highlighted by the girl who gave us the trailer, 6:00pm return. This girl worked right there at the branch where we were returning to. In Pittsburgh, we referred to the contract to decide exactly when we had to leave by in order to get the trailer back on time. If we had known that this was going to happen, we’d have either left 15 minutes sooner to get back on time or stayed with our son longer since we were getting hit for another day anyway.

This morning as promised, I received the e-mail from U-Haul stating my credit card charges and I find that I’ve been charged for 3 days not the 2 days I reserved and in fact the amount of time I had the trailer. I call 292-7000 in the am and get the call center. I tell my story and am sent to customer service where I get to tell my story again. This person says she will check into it and call me back shortly. I give her my cell phone number. I receive no call by 7pm and call again, tell my story again and am sent to customer service where I get to tell my story again. This girl looks up my contract and finds that there was in fact a resolution, thanks for the call. I will receive no credit for the extra day because the girl who checked me in told me that I was being charged for 3 days. I’m here to tell you that is absolutely, unequivocally false. At this point, I am so disgusted with my entire U-HAUL experience, I will never even consider using your company again. I will put my load on my back before I will rent from you. Between phone calls trying to fix YOUR mistakes and this e-mail, I have at least 3-1/2 hours invested. I am DONE!


This report was posted on Ripoff Report on 08/26/2013 05:40 PM and is a permanent record located here: http://www.ripoffreport.com/r/U-Haul/Rochester-New-York-14623/U-Haul-They-literally-did-nothing-right-Rochester-New-York-1079269. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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