Hello, I am writing regarding my recent rental under Contract #86966209 and would like to request a review of several concerns related to this transaction. The reservation and receipt are attached for reference. 1. Reservation Delay / Reservation Guarantee My reservation was for a 3:00 PM pickup. Prior to the reservation time, I was advised that the truck would not be available as scheduled and was told I would be contacted once it was ready. No follow-up call was received. Due to a scheduled move-in window at my destination, we were unable to continue waiting and ultimately attended the location ourselves to determine whether the vehicle was available. The rental contract shows that the vehicle was not picked up until 3:20 PM. Given that the reserved pickup time was not honored, I would appreciate a review of whether this situation qualifies for U-Haul's Reservation Guarantee. U-Haul's FAQ states that confirmed reservations are guaranteed and that compensation may be available when U-Haul is unable to fulfill the confirmed reservation as scheduled. 2. Fuel Charge and Fuel Service Fee I also dispute the fuel-related charges applied to this rental. The receipt indicates that the vehicle was driven only 1 mile (2 km) during the rental period. Despite this extremely limited use, I was charged: Fuel Charge (15 L): $36.04 Fuel Service Fee: $30.00 Based on the documented distance travelled, I do not believe these charges are accurate. Please provide: The fuel level recorded at pickup; The fuel level recorded at return; Any photographs used to assess the fuel level; The calculation used to determine that 15 litres of fuel were required; and The basis for applying the additional fuel service fee. 3. Collision Damage Waiver Charge The receipt also includes a Collision Damage Waiver (CDW) charge of $16.00. I do not recall selecting or authorizing this coverage and would appreciate receiving documentation showing where this coverage was accepted as part of the rental transaction, including any signed or electronic authorization records. Requested Resolution I respectfully request: 1.Review of my eligibility for the Reservation Guarantee; 2.Removal and refund of the fuel charge and fuel service fee if they cannot be substantiated; 3.Removal and refund of the CDW charge if acceptance cannot be verified; and 4.A copy of any records supporting the disputed charges. I appreciate your assistance and look forward to your response. Regards,
Martin M
Jood Halal Meats And Grocery
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Vancouver, BC V5T1X8
U-Haul has the largest selection of in-town and one-way trucks and trailers available in your area. U-Haul offers an easy moving process when you rent a truck or trailer, which include: cargo and enclosed trailers, utility trailers, car trailers and motorcycle trailers. Combine your moving efforts by renting a truck and a trailer from U-Haul today.
Services at Other U-Haul Locations
Customer Reviews
- 3.5 Average Customer Rating
Let us know what you think.
Your valuable feedback will help us serve you better.
Verified Customer Reviews
Every review is tied to a real U-Haul reservation or contract.
How U-Haul Reviews WorkEasy to deal with these people no this and that just straight to the point!
Jose MMy u haul wast ready by my pick up time, I waited 2 hours for the truck to be ready! I understand this is external of the store and no store problem. in the other hand the store service is really really slow idk if ill recommend usually when u are renting a Uhaul you are kinda on a rush or have a big day ahead so time is precious
Yolanda SMy experience left nothing to improve on. Service was friendly and stress free. Both pick up and drop off were smooth and quick. A bright spot in the chaos of moving
Christina MHi all, First, my quote was cancelled without notice right before finalizing my booking, giving me no time to secure another option. They messaged me, but didn't even allow time for me to reply or answer the phone. Second, when I picked up a larger replacement vehicle, they added unauthorized damage coverage. The representative never mentioned extra insurance, and I only noticed it on my final receipt. Third, I was overcharged for fuel. They billed me $34.98 for 15 liters after I drove only 4 miles (6.4 km). I messaged the branch through the platform yesterday and still haven't heard back. I'm now forced to consider going back in person, wasting time I don't have to fix their mistakes. Having used your service at other locations with zero issues, this was easily my worst experience. Thank you for the opportunity to express my concerns. A.
Daniel A