No one was there, and the parking lot was flooded, so there weren't enough spots to park where you could get out of the truck without stepping into standing water. No one was around to manage the drop-off if you needed assistance. Subject: Formal Complaint – Excess Fuel Caused by Fuel Estimator & Request to Reverse Mileage Charge — Contract #83709328 I request a review and reimbursement for my U-Haul rental, Contract #83709328, Truck TM2559V, returned September 3, 2026. This complaint concerns two related issues: the amount of excess fuel I returned after relying on U-Haul's fuel-estimation system, and the subsequent $7 charge for seven miles over my mileage allowance. My outgoing contract documents a 33-gallon fuel tank and a dispatch fuel level of 1/2 tank. It also provides U-Haul's chart of “Estimated Gallons needed to return to dispatched level of 1/2.” When I refueled the truck, I relied on U-Haul's fuel guidance. As a result, I returned the truck with substantially MORE fuel than I received. U-Haul's own return receipt documents the return fuel gauge at approximately 11/16 of a tank, compared with 1/2 tank at dispatch. On a 33-gallon tank, that difference represents approximately 6.2 gallons of additional fuel left in the vehicle. This is particularly concerning because the same U-Haul contract expressly states that the company does not reimburse customers for fuel returned in excess of the dispatch amount. In other words, U-Haul provides customers with a fuel-estimation system, retains any excess fuel from overfilling, and provides no credit for it. I also took photographs of the vehicle/fuel level through the U-Haul app during the return process. U-Haul captured those photographs in its system rather than saving them to my phone. Please preserve and retrieve all photographs, fuel-level documentation, timestamps, and other return records associated with this rental. My final receipt also shows 111 miles driven against 104 miles allowed, resulting in an additional $7 mileage charge. I find it unreasonable to charge me $7 for seven additional miles while simultaneously retaining approximately six gallons of gasoline that I purchased and returned above the documented dispatch level. I am therefore requesting: - Refund of the $7 mileage charge as a reasonable credit against the substantially greater value of the excess fuel returned with the vehicle. - Review of the fuel calculation/estimator provided to customers for this truck and an explanation of how its gallon recommendations are calculated for a 33-gallon tank. - Retrieval and review of the photographs I submitted through the U-Haul app during the return process. - Review of U-Haul's broader fuel-estimation procedure. I believe mileage driven and the expected fuel economy of the particular truck should be used as an additional reasonableness check. U-Haul knew that this vehicle traveled 111 miles. A mileage-based estimate could help prevent customers from purchasing substantially more gasoline than they actually consumed. - A written response explaining U-Haul's findings and whether the fuel-estimation system will be reviewed or corrected. I am not raising this complaint merely over several dollars. My concern is that if U-Haul's estimator routinely causes customers to return even a few gallons more than required, while U-Haul retains that excess fuel without reimbursement, the cumulative impact on customers could be substantial. I would appreciate reimbursement of the $7 charge and, more importantly, a substantive review of the fuel-estimation system rather than treating this simply as a local customer-service issue. Thank you, Contract #83709328 Truck TM2559V Rental/Return: September 2–3, 2026
Lise E
Larrys Deli
(U-Haul Neighborhood Dealer)
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Did not open on time, uses drop box.
JASON RWas over charged and the NEVER answer their phone.
Dana VHad a great pick up experience. Dan was very helpful getting the trailer hooked up to my car!
COLTON WNothing...Pick up and drop off process was extremely easy. Representative on site was very friendly and helpful. Good location for easy equipment hookup and getting in and out.
Jeffrey N