Customer Reviews for Aj Express
(U-Haul Neighborhood Dealer)

Rating:

1.0

We rented a U-Haul truck on November 16, 2025, and when returning it we noticed we were being overcharged for mileage. There was a significant difference from what we had driven. I called the location manager to ask about the error and what to do. Instead of listening, he immediately became angry and defensive. He insisted, repeatedly, that we “must have gone over” that the charges were correct and we needed to pay. When I said we had not driven that many miles, he essentially told me I was lying and said U-Haul would not “just take my word for it.” When I asked if I could send a photo of the mileage, he shouted “No! This has nothing to do with me. I can’t make that decision; go on the app and call customer service.” In my opinion he should have said that right after I said there was an error instead of assuming I was lying and speaking to me in such a hostile manner. If you find yourself in a similar situation-perhaps start with: “There is an error, are you the person I speak with.” In complete contrast, my interaction with U-Haul Customer Service was excellent. The representative listened, was patient, and calmly walked me through the process. There was no accusatory tone at all. The photo I submitted clearly showed the correct mileage and provided everything U-Haul needed. Also, always take your own photos of the mileage and gas level—both when you pick up the truck and when you return it. Relying on the app alone isn’t enough. The photos made it possible for Customer Service to begin the process quickly and without conflict.