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
Prime Pizza & Convenience Store
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkIt 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 A