Very pleased with all aspects of the entire rental reservation, communication, experience with the exception that U-Haul, Inc. is misleading on the mileage rate. The contract distinctly states the first 140 miles included with mileage above that at a flat rate of .89 cents/mile. I clearly communicated in advance that our need changed and that we finished with the truck early and could return it a day early (Fri instead of Sat). We called to ask permission to return it to the original pickup location instead. Our original reservation required us to travel from one city to another. It would be very understandable and reasonable to charge a fee if the reserved dropoff location had reserved the truck for another customer and we ended up not dropping it off there after all. That would be on me and I would accept that fault. However, fortunately the dropoff location we had reserved did not have the truck reserved for another customer so it was not a loss to U-Haul or to another customer for us to drop off the truck at the original pickup location instead (and a day early instead). In fact, if anything, it made the truck available to the company and customers a day sooner. When I tried to call in advance to communicate about needing to drop it off a day earlier and at the pickup location instead, it seemed a near calamity. I ended up being charged over two hundred dollars extra. I clearly expected to be charged mileage for any miles over the contracted first 140 miles. This was clear on the contract. What was not communicated at ANY TIME, was that the per-mile rate would be significantly higher depending on what DAY the truck was driven (a Friday). It was absolutely absurd that this was not communicated that a customer could be charged a different, higher per-mile rate depending on what day of the week. In fact, the truck was dropped off on a Friday instead of a Saturday - making the truck more available to the company an extra day. We moved furniture from one city to another, found we didn't need the truck for 2 days and returned it in pristine condition, even with a bit of extra gas instead of the required amount, and was still charged over $200. I expected to be charged .89/mile for any mileage over the first 140 miles. I never expected or was informed I would be charged a significantly higher mileage rate for mileage over 140 miles DEPENDING ON THE DAY OF THE WEEK THE TRUCK WAS RETURNED. If anything, the fact the truck was returned earlier on a Friday instead of a Saturday (a busier day for travel, moving, etc.) should have been considered by the company. It felt like a distinct manipulative corporate swindle. I am not angry at the staff; they were courteous, helpful, timely; the truck was in good condition (except for the red engine light flashing when it was driven) and everything contracted was provided well. I would recommend the pickup location again to anyone. They were merely following corporate policy. It should be noted that when I carefully researched the U-Haul corporate website and completed the reservation days in advance of the pickup, I attempted 3 times to reserve the truck for ONE DAY (pickup on Thursday 8 am, dropoff on Friday). The website reservation form DID NOT ALLOW FOR A ONE-DAY RESERVATION. It only allowed for a dropoff date of Saturday, not Friday (i.e. a 2-day reservation). I was concerned about this because I questioned if it would charge more for a 2-day instead of 1-day reservation. We already knew we may only need the truck for one day. The website reservation form REQUIRED a 2-day reservation (dropoff on Saturday instead of Friday). I was at no time given a choice to choose a one-day reservation. I feel cheated of a significant amount of money and that mileage terms (above the first included 140 miles at .89/mile) were not communicated at anytime and that I might be charged extra depending on what day of the week the truck was returned, and that I was effectively penalized for returning the truck a day early (which I did attempt to reserve on the online reservation form that did not allow me to reserve it for one day, only for two days. The online reservation form REQUIRED the earliest returning dropoff date as Saturday, NOT FRIDAY. We picked up the truck on THURSDAY. Nowhere did it allow a dropoff date to be set as FRIDAY). I've been pleased with U-Haul over the decades for various uses. It has been practical, easy, safe to use and never a disappointment until now. I will need to seriously reconsider if I want to use U-Haul ever again. I am a reasonable person. I accept, and understand and agree, to be charged mileage over the first 140 miles. But that was informed in a written contract at a rate of .89/mile and did not that I could tell indicate a rate might be higher dependent on the day of the week the truck was returned.
Mary A
Small Engine Power
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Higden, AR 72067
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Very easy to rent from here and return.
PAMELA MNOT A THING
ANNE SThey made it so easy to drop the trailer off
ANNE SAwesome
SCOTT S