I was charged for two days for a truck rental as well as 2 days for the insurance coverage when it should have only been one day charge. The dealer would not help me and now I'm left trying to get this resolved through corporate! What happened is I had placed a reservation for a 20-foot truck. When I went to pick up the truck yesterday, May 14th 2026, I used the app to do so. In my earlier contact in the day with this dealer, they told me they close at 5:00 and because could not get there until 6:00 but that I could use the mobile app and still pick up the truck and then drop it off at 6:00pm the very next day. I arrived at the location and tried to use the app to secure the truck but I could not get it to work and actually process picking up the truck although I tried multiple occasions. I took the option to contact the dealer to let them know what was happening and I did leave a message and then I called the number that was listed in the app if I was having trouble it was some call Center for U-Haul it seems and they ended up transferring me to what seemed like a tech support department and the gentleman helped me to complete the process for the mobile pick up. We were not able to get the app to work and he helped me to do it through a website. It took us over an hour and at the end of my call he told me that he changed my contract to return the truck for 9:00 p.m. on the 14th to give me a little extra time for the trouble I had encountered trying to use the mobile pickup. The next day during my move I called the dealer to make sure we're on the same page and I let her know exactly what I'm letting you know and that I had been given the extended time to 9:00 p.m. to turn the truck in and she acknowledged that that was correct. I returned the truck last night around 8:00 p.m. full gas cleaned out and I tried using the app once again to check the truck in and it took me multiple tries once again to get it to work it would just put me in a loop. But I was finally able to get it to complete the check-in process. I have photos on my phone of the multiple times I had to take a picture of the gas tank in the mileage and they are time stamped. And I had to do that again because the app just kept looping and I had to keep doing it over and over until it finally worked. So I spent another good amount of time trying to check the truck in. To my surprise I received the final invoice for my rental today and see that I was charged for 2 days rental and two days for the insurance coverage I took. It shows on receipt that the check-in was 9:06 p.m. which is not correct. I returned it around 8:00pm and have the timestamped photos to prove it. I called the dealer today to find out why I had been charged an extra day and the lady that I spoke with was unwilling to really have a conversation with me about it she right away told me matter of a fact that I had to call u-haul.com that that was the way the system calculated it and that her hands were tied there's nothing she could do about it and so I would need to deal with corporate. And I tried talking with her explaining to her as a customer I rented from them I did everything correctly I was even extremely inconvenience with that stupid app and now I'm getting charged an extra day and she told me that on the contract it showed I was returning it at 6:30 p.m. and so as far as she was concerned the system calculated I rented it for 2 days because I returned it late. I once again tried to explain the whole situation to her and she even admitted she was the person I had talked to earlier the day before to confirm that I had the truck until 9:00 p.m. and she said she didn't rent me the truck that that was through corporate and I would need to take it up with them needless to say we went round and round and I tried to state how unhappy I was that as a customer, her customer by the way, I am being pushed off to corporate somewhere to deal with this issue on my own and I didn't think that was very good customer service or very fair to me. Needless to say there was no resolve, she hung up on me and said that I was being rude when I was reacting like any customer would based on the circumstances I have explained here. I am positive there is a recording of the customer service I received from the Department that handles issues with the app. I am requesting that you look into this to see that I in fact actually had been given till 9:00 p.m. on the 14th to return the truck as a courtesy jesture from U-Haul for the hassles and time it took to "pick up" my reservation on the 13th, and that I did not rent the truck for 2 days. I havw still not heard from anyone to be refunded this over charge!
hagel n
Storage Solutions
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Columbia, TN 38401
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The lady who works at this location is so professional and very nice. Really nice to get great customer service.
Minnie PBe more upfront about the cost of renting a U-Haul. The price was 4 times higher than the quote.
Nicholas DMake sure tires are roadworthy. Both front tires had the steel belt sticking out of them.
scott rI was charged for 2 full days for a 4 hour rental and extra gas when I only drove 29 total miles. Customer service provided my refund but I was not happy with the rental.
Nathan V