Subject Formal Complaint – Manager Conduct, Credit Card Information, Incorrect Charges and Refund Request Dear U-Haul Customer Service, I am writing to file a formal complaint regarding my recent experience at your location. I am a frequent U-Haul customer, and I am extremely disappointed with the way I was treated and with the charges that were applied to my rental. First, I have a serious concern regarding the handling of my credit card information. The manager wrote my credit card information on a piece of paper. I consider this a serious security and privacy concern because my card information could potentially be used by someone else. I would like U-Haul to investigate immediately how my financial information was handled and whether my information was stored or accessed improperly. Second, I waited more than 40 minutes before I was finally assigned a truck. The first truck I was given had a lock on the back, which meant I could not properly access the vehicle. Because of this problem, I was given another U-Haul truck. When I received the replacement truck, I discovered that the fuel tank was essentially empty. I immediately notified the employee and explained the situation to her twice. Despite informing her that the tank was empty, I had to put approximately $50 of fuel into the truck when I picked it up and another approximately $50 when I returned it. Despite this, I was subsequently charged more than $65 for fuel. I dispute this charge and believe it should be investigated and refunded. The manager also told me that I would be charged an additional $25 cleaning fee because of a couple of caps/lids and a piece of paper. I do not believe this charge is reasonable under the circumstances. Most concerning was the manager's behavior. He became aggressive and was yelling at me. When I asked for his name, he refused to provide it. His behavior was completely unprofessional and unacceptable, particularly toward a paying customer who was attempting to resolve a billing issue. I acknowledge that I arrived late, but I called in advance to explain that there was significant traffic and that I was going to be delayed. I made a reasonable effort to communicate with the location. I am requesting the following: A full investigation into the manager's conduct. An investigation into why my credit card information was written down and how it was protected. A review and refund of the fuel charges that I dispute. A review and refund of the additional $25 cleaning charge. A complete review of my invoice and an explanation of every additional charge. A written response explaining what U-Haul will do regarding this incident. Direct communication from a U-Haul representative who has authority to resolve this complaint. I am a frequent U-Haul customer, and this experience has seriously damaged my trust in this location. I do not believe a manager should be able to treat customers this way or apply disputed charges without proper justification. I am asking U-Haul to take this complaint seriously and investigate the matter fairly. I would also like confirmation that my credit card information has been properly secured and is not being retained or accessible by unauthorized individuals. Please contact me directly so that this matter can be resolved and so that I can receive an explanation regarding the charges on my invoice and the conduct of the manager. Sincerely, Zapata
Roberto C
Customer Reviews for Prime Pizza & Convenience Store
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
It was a good experience. The staff was co-operative
Sardar Aa convenient place to remt a van and the staff speaks in english really well.
Marco D직원분들이 친절하고 좋아요.
Jongmyung LThe truck had an exhaust manifold leak that could be detected in the cab…it was noisy and exhaust fumes could be smelled. Service was great as usual but the truck needs some TLC.
Lawrence AThe van is a lil bit messy and the previous driver left some chocolate that melted on the windshield.
kristofer lGood customer service
PARAMJEET DCheck in was a bit too long via mobile
Irfan CThe inside of the vehicle was dirty and smelled like cigarette smoke. Something had been spilled on the driver's seat.
Kimberley CConvenient location.
Jamal OThe location was a shopping plaza parking lot with less manoeuvring around the place. I was asked to park at a different parking space due to space constraints by the person.
arun JVery friendly and honest staff
Hafiz AGood service. Booking and return went seamless. Worked out well. Handy location.
RON TKeep it up.
Fermin GNo changes required, good customer service, friendly staff
ELICEDIA AGreat location to pick up U-Haul truck........ The lady at th counter was very professional
Tariq AFriendly and helpful
. LPick up guys were so friendly and helpful
Edis SPick up was great, customer service was good. After the return though, I was charged the wrong amount which was a shocker, I called the location and it was a different person who picked up the phone. I called the customer service and spoke with Sabine, she was great and asked me for the picture of the fuel gauge upon drop-off and offered me the return. There was also insurance added for $16 which I had refused, she covered that as well. I later got a call from the location, and it was the same person who had initiated my pickup, he clarified that it was a new hire who billed me the wrong amount and then offered to refund the extras, I let them know that it was already processed so it was all good. Another thing, upon pickup when uploading photos (if the truck is dirty), i could only upload 1 photo, which is a limitation.
Syed ABetter Signage
Arthur HRent one of your vehicles for 3hrs i was checked for 2 days why should I pay for double very poor customer service
Michael SCustomer service . The guy was there Not nice with the customers . We do not take the trucks free . We pay our money . The girl was nicer then him . But becouse of him .i do not know if i go back to the store. But i know the rental is not his Company .
Shukri MThey could have brushed off the snow and have it in a location where it is easier to take the outside picture of the rear end in particular.
Donna WThe customer service was poor and well over chargered and were not helpful what’s so ever with anything I do not recommend this location to anyone ever stay away be aware
Matthew B