Below is the complaint that I have sent to U-Haul. Dear U-Haul Customer Service, I am writing regarding our reservation (#21531613) and several issues we encountered during the return process. We returned the truck on the night of January 20th and completed the return through the U-Haul app. However, the app was extremely slow, and I am now questioning whether the return was successfully processed. I never received a confirmation email after submitting the required photos, which has left me uncertain about the status of the return. Additionally, when we attempted to place the key in the designated drop box, we discovered that it had been broken into and was unusable. This forced us to hold onto the key and return the next day during the convenience store’s operating hours to hand it in personally. I have photos and videos documenting the condition of the key box, which I will attach to this email. To add to the inconvenience, I noticed that the convenience store has charged me $11.30. The key was returned before 10 a.m. , and the gas was refilled to the required 7/8s level, so I believe this charge is unwarranted. Given these issues, I respectfully request: A refund of the $11.30 charge. Compensation for the significant inconvenience caused by the unusable key box, the app’s performance issues, and the extra trip required to return the key. I look forward to your response and a resolution to these matters. Best regards, Claudia Szczygielski
Claudia S
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