1. I made this reservation through your UHaul app. 2. I called your customer service number prior to picking up the van and confirmed that 1). I could complete this reservation entirely through your App, and 2). that all disclosures would be made through the app prior to authorizing my credit card. 3. Neither of those assurances proved accurate. When I got to the location, I was given a business card and told that I needed to call the number on the card to complete the reservation. Furthermore, the disclosures about folding the blankets after returning the van were not made on the app or prior to my credit card being charged. Nor did anyone tell me this verbally. 4. The van was given to me with the fuel tank 5/8 full. I returned it 3/4 full. I have the fuel receipts and photograph of the fuel gauge to verify that information. 5. The owner charged me a cleaning fee. When I called to inquire, he said something about this being disclosed inside the van. That is not acceptable - customers aren't responsible for checking inside a van for disclosures. 6. Neither the owner nor the regional supervisor, Jose Sanchez, were willing to made any accommodation based on the van being returned with extra fuel. Their rationale was that they intended to operate by the letter of the contract despite the fact that I wasn't shown the disclosure about "folding blankets" prior to being charged, nor did the individual on sight nor Eric make any mention of it in our phone discussion. In fact when I returned the vehicle I asked the individual on site if there was anything more I needed to do, and I was told "no". 7. If you are going to enable customers to order vehicles via your app, then all important disclosures need to be made on the app prior to purchase. Making these disclosures after the fact in a multi-page email attachment, and not in the app itself, and then expecting the customer to read all of the disclosures is both impractical and unethical for a short-term rental. 8. How difficult is it to add a disclosure in the app about "folding blankets" - and that the customer verifies seeing? A simple pop-up and checkbox would have avoided this misunderstanding and $25 surcharge. 9. The bigger problem in this situation is not the surcharge but the fact the site owner and regional representative made no accommodation for the extra fuel expense. As I told the regional representative, Mr. Sanchez, I've made 2 vehicle rentals in recent years at your Hawthorne location on Rosecrans Avenue and both went smoothly. Why treat a prior customer this way by insisting on the contract being adhered to when the relevant disclosures weren't made clearly? Sincerely, Edward Hawley
Edward H
South Bay Auto Repair
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Hermosa Beach, CA 90254
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- 4.0 Average Customer Rating
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small inventory, but friendly and helpful staff make the rental process seamless. I would use the location again next time I need a rental.
Elisabeth LOwner very nice and professional
GUILLERMO BWindshield wipers must be changed before the rainy season starts. Not safe. Completely worn out.
Jeff SNothing was ready at the time of pickup.
Lionel D