Subject: Urgent Resolution Requested – Reservation #98583328 On November 15, I scheduled reservation #98583328 for a 15-ft box truck at Price 66 in Monroe, North Carolina. The reservation was set for November 20–22. On November 20, I picked up the U-Haul around 12:00 p.m. By 4:00 p.m., when I was ready to load the truck, it would not start. At 4:30 p.m., I called roadside assistance. It took nearly two hours for assistance to arrive. The technician stayed for almost two and a half hours but left without informing me. At 8:57 p.m., I received a phone call stating that a tow truck would pick up the U-Haul, that a new reservation would be scheduled for November 21, and that my reservation would be extended until November 24. The new reservation was scheduled at T & M Foods in Monroe, NC. However, I was not provided with a reservation number, only a box code for the location. I picked up the truck at 7:50 a.m. on November 21. I called U-Haul because I had not received the link to upload photos of the truck. At 8:52 a.m., I finally received the link, but it had already expired. After calling again, I received a new link and completed the required photos at 9:00 a.m. Despite my repeated requests, my reservation was never updated. On November 22 at 6:45 p.m., I returned the truck to T & M Foods. The QR code link did not work, so I called U-Haul to confirm the return and to ensure I would not be charged for an additional day or for returning to the wrong location, since my reservation had never been corrected. I was told to call back the next day. On November 23, I called again to verify the return and spoke with customer service representative Moises Chavez. Mr. Chavez stated he did not see the reservation or any notes regarding the issues I had reported over the previous 72 hours. He initially claimed there was no one at T & M Foods to confirm the return. Only after further questioning did he admit he had not reviewed the previous notes. I requested that Mr. Chavez send me an email confirming that the issue would be addressed. I received his email at 10:21 a.m. Shortly afterward, at 10:32 a.m., I received an email from 954_TCM@uhaul.com stating that my truck had been dropped off on Saturday, November 22, at 7:00 p.m.—but with the wrong pickup date listed as November 20. At 2:44 p.m., I received another email from services@uhaul.com with a receipt for contract #98583328, charging me $198.94 for an extra day, a “wrong drop-off,” and an additional fuel charge. I then called U-Haul again and spoke with Shenecca Day, who provided me with reference ID #5593647. This ID opens the app but contains no information regarding my refund or the status of my case. Everything I tried to prevent occurred due to the U-Haul employees’ lack of customer service and attention to detail. Over four days, I went above and beyond what is expected of a customer, yet I was overcharged and mishandled by your company. What should have been a simple move to my daughter’s first apartment turned into a frustrating fiasco. I will escalate this matter by contacting corporate executives directly and reaching out via LinkedIn until I receive a proper response. I will also provide receipts, text messages, and call logs to corroborate my account.
LAVORIS B
Prices 66
(U-Haul Neighborhood Dealer)
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No complaints! Seamless process from pickup to dropoff.
Daniel BThey had a lot of space, but no assigned places to park individual cars. The personnel were very welcoming and took care of the drop off pretty easily.
Kiran KGreat customer service
DONALD SSuper friendly and respectable team that works there. Would use this location again.
LISA F