To Whom It May Concern, I am writing to formally express my extreme dissatisfaction with my recent U-Haul rental experience originating from 1210 Nola Rd NE, Brookhaven, MS and returned to Morris Motors and RV in Falcon, CO. This rental, reserved under my name (Randy von Magnus), became a series of costly, frustrating, and avoidable issues that require immediate review and resolution. First, I had arranged a 5-day rental and was granted a 6th day at no charge due to the nature of the move, as my sister, , was the sole driver traveling from Mississippi to Colorado. However, upon pickup, your staff informed her that additional days would not incur extra charges. Based on that information, she extended the rental by 3 days. Contrary to what was clearly communicated, I was subsequently charged approximately $40 per day for those additional days. This directly contradicts what we were told and resulted in unexpected charges. Second, the SafeMove insurance cost was initially quoted at $99.00 during booking. After the contract was modified at pickup, that amount increased to $144.00 without any clear explanation or consent. This unexplained increase is unacceptable. Third, the condition of the vehicle was unacceptable. After my sister loaded the truck entirely by herself over the course of three days, the truck would not start—it had a dead battery. She had to rely on a neighbor to jump-start the vehicle just to begin the trip. Shortly after, in Canton, Louisiana, the truck failed to start again due to the same issue. At that point, she was forced to contact U-Haul Roadside Assistance, wait approximately one hour, and have the battery replaced. This caused unnecessary delays, stress, and inconvenience during an already difficult move. Fourth, the fuel level at pickup was between 1/4 and 1/2 tank. While the expectation is to return the vehicle at the same level, in practice this is highly impractical. We were forced to return the vehicle with more fuel than we received, effectively losing money. Additionally, we had to immediately fuel the truck at the start of the trip, which was not anticipated or budgeted for. This approach is unfair and places the customer at a disadvantage. Fifth, the contract was not set up as requested. I explicitly arranged for the rental to be in my name with my sister listed as an additional driver. Instead, the contract was placed under her name while still charging my payment method, creating confusion and a lack of accountability. Finally, the return process at Morris Motors and RV was unacceptable. The location was closed, and there was no QR code available anywhere on-site to complete the return through the U-Haul app. I checked thoroughly around the orange drop box as well as around the front entrance, and no QR code was present. I was forced to call U-Haul support to report the return, and only a note was placed on my account indicating the truck was returned at approximately 8:00 AM on April 25, 2026. This leaves me concerned about potential additional or erroneous charges due to an incomplete or improperly processed return. In total, my rental cost increased from $1,451 to $1,619.06, with the possibility of further charges still unresolved. This experience reflects poor communication, equipment failure, inconsistent billing practices, and a lack of accountability across multiple locations. I am requesting the following: • A full review and refund of the improperly charged additional rental days • Adjustment of the SafeMove insurance charge to the originally quoted $99.00 • Consideration of compensation for the vehicle failure and roadside delay • Consideration of compensation for the fuel discrepancy • Written confirmation that no additional charges will be applied related to the return process I expect a prompt and thorough response to this matter. If necessary, I am prepared to escalate this complaint further.
Kimberly H
Morris Motors And RV
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Falcon, CO 80831
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The young lady who rented me the truck was very professional and courteous. She made my move more enjoyable!
Christopher SAll went well, no problems. Would have liked to have been able to get the trailer earlier. But you have a policy in place to prevent that.
DANIEL NQuick and easy, no problem whatsoever. I am glad it was so close to my home.
DANIEL NThe lady who helped me was very helpful and very nice, she answered every question I had
MARTIN C