Very Disappointing Experience – Unexpected Charges and Poor Customer Service I was informed that if I rented a U-Haul on Thursday, I could return it on Saturday. However, when I arrived at the office around 6 PM, it was already closed. I dropped off the vehicle but forgot to complete the checkout process through the mobile app, which I was not aware was required until I spoke with the site manager. As a result, I was charged $20 for not completing the checkout process, an additional $40 for returning the vehicle a few hours late on the same day, $15 for insurance, and additional taxes, bringing the total to approximately $80. I contacted the office and politely requested a waiver of at least the $20 missed-checkout fee. Unfortunately, the response was very rigid and unhelpful. I was simply told that I should have read all the instructions carefully and followed them. I understand that customers are responsible for following rental policies, but clearer communication about the return and mobile checkout requirements would have helped avoid this situation. A little understanding and flexibility from customer service would also have gone a long way. Overall, I am very disappointed with the experience, the unexpected charges. I would encourage others to carefully review every return instruction before renting, especially if returning the vehicle after office hours.
Venugopal R
Hilliard South Self Storage
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Columbus, OH 43228
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How U-Haul Reviews WorkI would recommend this location based on its efficient and courteous service.
Rick Measy transaction from beginning to end. office personal was nice and helpful
Martha LNot a lot. Their representative was kind and funny and helped tremendously!
Katherine MIt was very easy to get the truck friendly staff easy return
Deborah B