I am writing to formally log a complaint regarding a highly stressful and unacceptable experience during my recent rental of a 15-foot truck. While the over-the-phone customer service agents were excellent, the service I received at both the physical pickup and drop-off locations was completely unacceptable. Furthermore, I was billed for equipment I never received. 1. Missing Equipment at Pickup I booked a furniture dolly online for my move. Upon picking up the truck, the customer service representative failed to review my order details with me or verify that the truck was properly equipped. When I realized the furniture dolly was missing, I called the pickup location. I was told they had none in stock and was instructed to drive to a completely different location to get one. I declined due to the tight timeline of my move and had to complete my entire move without the necessary equipment. 2. Mistaken Charges for Unreceived Items Upon reviewing my final bill, I discovered I was charged for 24 pads, a utility dolly, and a furniture dolly. I did not authorize or receive any of these items; the only piece of equipment provided to me was the 15-foot truck itself. The pickup location completely failed to audit the truck before handing me the keys, resulting in these erroneous charges. 3. Negligent Customer Service at Drop-Off When attempting to return the vehicle, my designated drop-off location was entirely closed. Needing to dispute the incorrect charges immediately, I attempted to return the truck to an alternative open location. The representative on duty, Joshua, refused to accept the vehicle because it was the "wrong location." When I explained my dilemma, Joshua refused to assist, attempted to hand me back the keys, and told me I would simply have to keep the truck overnight. He provided no alternative options, showed zero willingness to help, and completely abandoned me mid-interaction to assist the next customer, leaving me to resolve the issue entirely on my own. While I deeply appreciate the telephone customer service agents who finally helped me successfully check in the vehicle, the physical branch staff failed fundamentally. I am requesting: • A full refund for the 24 pads, utility dolly, and furniture dolly that I never received. • A partial refund/credit on the truck rental rate to compensate for the severe inconvenience, lack of equipment, and negligent treatment by your location staff. I look forward to your prompt response and a swift resolution to these billing errors.
Joslyn W
The Pit Shop
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Fairfield, CA 94533
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Kevin NNo representative present. I just pulled in, unhooked the trailer, then got the name of a mechanic working on cars. He told me he would relay the info to a representative and they would call. No call, so I called next day. The representative said he would post receiving trailer. Two days later still not posted. I had to call corporation to finally get it posted. Then they posted the wrong reception date/time. Corporate said they would not charge additional fees though. They shouldn't anyway. I had the tailer back ahead of scheduled return time.
David MFast
VICTOR BNothing at all went well.
Leland C