The sales persons should be helpful to customers and upfront honest. I went to the convenience store to rent a U’ Haul truck as I saw two trucks parked and I needed one. When I inquired and I was told they had two trucks a 10’ and a 15’. I asked for the 10’ and told the rep. I need it only for a few hrs. and will do only a few miles hence will not need insurance coverage. As he was completing the contract I changed my mind from a 10’ to a 15’ as I was not sure if I could get everything loaded and delivered in one trip. I was asked for my drivers licence and credit card. While giving my telephone number I mentioned to him that I rent U’Haul trucks frequently from many locations. He was able to check my record as he mentioned some details of mine while looking at the computer. I asked for a copy of the written contract to which he said his printer is not working and to check my e - mail. Unfortunately by that time my phone bty. was very low and the phone was heated hence had difficulty in keeping the screen open for long as it shut down after a short time. I managed to see the Milage and the fuel level but couldn’t see the full contract for long enough to see all the figures and the estimated amount. My phone was intermittent. Anyway I proceeded to the truck and checked the number and the over all truck. I checked my phone to see if I could get a few pictures and it allowed me to take a few pictures of the truck and the damaged small side mirror which shows the blind spot as well. When checking the gas level I realized the gas level was much less than the 1/4 tank they had shown in the contract. Before leaving I drove the truck to the front of the shop and informed the rep. about the damage to the side mirror and the gas level. He tried to take a picture of the gas level and the milage with my phone camera and once again my phone didn’t allow. Anyway after a few attempts I was able to get a picture after which I left. Having finished my job and travelled just 10 miles I came back to the store in a few hours having filled the gas to the same level as it was when I picked up. The rep. who was there was not the same person. Having checked the truck and the milage the rep. proceeded to complete the contract. When he complete I once again asked for a printed copy to which he too said the printer is not working and he has sent it to my e - mail. I told him that I have a problem with my phone and to let me know the total. When he mentioned the the total I felt it was a bit too high than I had expected. When I asked him for the breakdown he got upset and said that I’m asking for details and I should go home and check and get back to them if I had any issues. I said no that’s not the way I need the breakdown before I leave. He was not too happy but just rattled off the numbers. When I realized they had charged me for insurance I told him that I declined insurance and why have they charged me. He then said we don’t higher trucks without ins. to which I said I have been hiring from U ‘ Haul for the last so many years at multiple locs and it’s not mandatory. In fact once they made the same mistake and when I pointed out they corrected it by giving me a credit for that amount. He then called the guy who rented and he spoke to me. He then says yes you changed the truck from a 10’ to a 15’ and they allow rentals without insurance only for 10’ trucks and cargo vans and because I changed to a 15’ it doesn’t apply. I said that he never mentioned to me and if so I would have managed with a 10’. I’m not sure if these reps. are telling me the truth and the two of them are saying two different things about Ins. One says they don’t higher with out Ins. while the other says they make ins. optional for 10’ trucks and cargo vans only. In any case not providing a printed copy of any contract and giving a false reading of the fuel level do not speak well of the customer service of these sales persons. They bring discredit to the entire U’ Haul organization where I have had out standing business relations with over many years in multiple locations and wish to continue to so. I would like this mistake be corrected by way of a credit to be used in the future. Thank you and I wait your response. Thank you and Best Regards, Jith .
ABEYEWARDENE P
V Mart Convenience
(U-Haul Neighborhood Dealer)
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When I check out I don’t know why my bill is charged for the coverage. I didn’t select it when I book .
GUIZHEN HI didn't get the equipment as requested previously.
Darpal PTerrible customer service, they scammed money out of me and I would never go back to that location ever again
Bing CMilage charges. I was charged 63 dollars for less than 3 hours only travelling 40 km . I think that was bull something needs to be done about that . I was local and only went and back
Stanley M