I rented the truck at a location that closes early. Before returning the truck made sure the fuel level was at the same level as when I picked up the truck. I was shocked when I reviewed my bill to see a fuel charge of $30+. I am very disappointed that Uhaul would allow their customers to be scammed in this manner. I would have returned the truck in person, as opposed to dropping off keys, but for some reason this place closes extra early.Hassan B.
James Snow Storage East
(U-Haul Neighborhood Dealer)
One-Way and In-Town® Rentals in Richmond Hill, ON L4C3A2
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The Agent that served me that day went over & above to make sure my u-haul needs were met. Thank you so much to him or I would not have been able to pick up my item that I had purchased. I will definitely use this location in the future.Alan S.
Very HelpfulJose E.
(Update: a dispute file has been created with reference ID: 4471153) However, here is what happened: Dear U-Haul Customer Service, I hope this letter finds you well. I am writing to express my deep dissatisfaction with my recent U-Haul rental experience. My name is Zhiyao Yu, and I rented a U-Haul truck on September 10, 2023. The details of my order can be found under contract number 13471383. I rented this vehicle for the purpose of moving, and unfortunately, faced an unexpected issue during the process. While I was nearing the end of my usage and attempted to refuel the truck at an Esso gas station located in Waterloo, there was a malfunction with the truck's fueling system. When I tried to pump gas into the truck, the gas was immediately ejected back out from the fuel tank. I attempted to refuel twice and sadly, wasted approximately $15 worth of gas in the process as it spilled onto the ground. Given that I was still some distance from the drop-off location and needed fuel to complete my journey, I reached out to U-Haul's roadside support. The technician arrived 45 minutes later, and despite his efforts, was unable to rectify the issue. He suspected there was a problem related to the air pressure within the gas tank. Though he managed to pump a small amount of gas into the truck â€“ enough for me to return it to the drop-off location â€“ he too ended up wasting some of the fuel in the process. What further aggravated my dissatisfaction was the discovery that U-Haul had charged my card the following day due to the truck not having been returned with the required fuel level. This, despite the issues I faced, seemed particularly unjust. I have been a loyal U-Haul customer and have rented from you on multiple occasions. This experience was not only distressing but has also led me to question the quality and maintenance of your vehicles. Given the challenges I faced, which were beyond my control, and the resulting charges, I am left disappointed and questioning my future engagements with U-Haul. Request: Considering the challenges and the undue expenses I faced: I kindly request a full refund for the charges related to this particular rental. I also ask for reimbursement of all gas expenditures, which includes the wasted gas due to the truck's malfunction and the gas I purchased to refuel the truck. Reasoning for the Requests: The malfunction of the fueling system was a defect with the U-Haul vehicle, which I, as a customer, should not be penalized for. I made efforts to rectify the situation by calling roadside support, and despite these efforts, additional gas was wasted. Charging me for not returning the vehicle with the required fuel level, in light of the issues, is not equitable. The wasted fuel not only represents a monetary loss but also an environmental concern. I understand that unexpected issues can arise, but it is my hope that U-Haul takes this complaint seriously and considers implementing more rigorous vehicle checks and customer support processes to prevent such incidents in the future. I appreciate your prompt attention to this matter and look forward to a resolution that re-establishes my trust in your services. Sincerely, Zhiyao YuZhiyao Y.