Subject: Dispute of Additional Mileage Charges Due to Reservation Error To whom it may concern, I am writing to formally dispute the additional mileage charges that were recently applied to my U-Haul rental. While I understand U-Haul has policies in place for excess mileage, I believe this charge is unfair in my case due to circumstances beyond my control, which originated from a shortfall on U-Haul's end — not mine. When I placed my reservation, I explicitly scheduled both a 10ft box truck and a 5ft x 9ft utility trailer with a ramp, set for pickup at 11:00am. This reservation was confirmed in advance through the U-Haul mobile app, which clearly stated that both the truck and trailer would be ready for pickup at that time. I planned my day around this confirmed setup, including a time-sensitive appointment to meet a seller at noon. However, upon arriving at the U-Haul distribution center promptly, I was met not only with disorganization but also with an employee whose conduct was unnecessarily rude and judgmental. That alone was frustrating, but the real issue came when he informed me that the trailer — which I had already reserved — was not available. This was not a result of any action on my part. The delay was caused because the previous renter had failed to return the trailer on time. This is something entirely outside my control. The employee confirmed this when he phoned the previous renter, who gave an indefinite estimated return time of 1.5 to 2 hours. This was unacceptable for my schedule, and waiting would have disrupted my carefully planned timeline. The employee then tried to help by calling nearby U-Haul locations to locate another trailer. One was found — but it was 35 minutes away. Faced with no viable alternative, and with my original reservation broken through no fault of my own, I agreed to take the truck and drive to the alternate location to pick up the trailer. I did so only because I had no choice if I was to stick to my pre-planned schedule and avoid further disruption to my day. Let me be very clear: I did not ask to alter the pickup location, nor did I request or initiate this change. It was presented as the only workable option in a situation caused by someone else's failure to return equipment on time. I took on the additional drive — and thus the added mileage — in good faith, assuming U-Haul would not penalize me for a situation I neither caused nor could have prevented. Weeks later, I was charged for that additional mileage. I find this deeply unfair. I was forced to deviate from my original plan because U-Haul could not fulfill the terms of the reservation it confirmed. In fact, I did what any responsible renter would do — I adapted to the situation, stayed cooperative, and ensured your equipment was still used properly and on time. In a way, I helped solve a problem caused by another customer’s inconsiderate behavior and U-Haul’s lack of contingency planning. Penalizing me with additional charges feels like punishing the wrong party. This situation does not reflect negligence or misuse on my part. It reflects a customer doing everything right, and still being charged for a shortcoming they didn’t create. If anything, I deserve to be credited for the added inconvenience — not billed for it. Therefore, I kindly but firmly request that these additional mileage charges be removed from my account. I’m happy to provide documentation or further detail if needed. I hope U-Haul will do the right thing and uphold fairness in situations where its systems fall
Alexander B
JT's Wheels N Deals Ltd
(U-Haul Neighborhood Dealer)
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The app didn’t allow me to take pics but I have them on my phone
Theresa CVery easy and nice overall experience
WILLIAM JThe low tire light was on when I picked up the vehicle. So that was a bit of a pain. I put air in tire, but the light came back on. Otherwise, a good experience.
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