Beware of giving your credit card number! U Haul
U HAUL SUCKS, BEWARE OF THIS COMPANY IF YOU VALUE YOUR LIFE U Haul They do not honor reservations even when you pay hundreds of dollars in advance on your credit card. They leave you stranded when you are s...
U Haul Sucks! U Haul You know, never before have we had such a hard time with renting a truck from U-Haul, but after today, we will never use them again! We r...
I had rented from U-Haul previously, as had other members of my family. I frequently utilised their garden rototillers, whilst I lived in Florida. My son and husband, working jobs in different states a lot of the time, often used the small trailers to move their belongings between jobsites. Based on all of those experiences I would not have hesitated to recommend UPS to anyone, wholeheartedly.
Now, however, I do so with reservations.I will explain why, and let my experience be a warning to everyone.
I arrived back in the USA in Sept of 2000, and sailed into New York, to be met by my husband (who drove up from South Carolina) and my son, who lives in New York. My son was selling his Chevy Blazer, and told me that I could have it if I wanted but that it needed some work.
Obviously afraid of something going wrong en-route, I didn’t want to risk the 16 hour drive home to Greenville, so we decided to rent a trailer from U-Haul and tow the car behind our truck, on a trailer.
We called the U-Haul main telephone number and they said they would check their facilities local to my son’s address and get back with us if they found anything. We explained that we were leaving at about 4am on the Wednesday morning (that being the Monday) and they asked for all our information, including our debit/credit card number, to be used for the deposit.
On the Tuesday evening, they called back and stated they could get us a trailer from about 9am the following morning, which we thanked them for but explained that we would not be in New York at that time, but hopefully a third of the way home. At this point, we were well satisfied with their attempts to help us.
All was well until a few days later, when we found our bank account had been charged $80 for the deposit. That, in turn, had then made 2 small cheques bounce (although my bank paid them, but they charged us a $25 fee on each). Since we had not rented anything from U-Haul, I did not know they would charge us. I called the main telephone number and that was when the nightmare started.
The operator was friendly but really did not comprehend what I was saying to her. She kept telling me that my deposit would be refunded when we returned the trailer, and seemed to miss the point that we had never taken possession of a trailer to begin with. She gave me the direct number to the original location that had been attempting to get the trailer for us.
Again, the representative there tried to be helpful but insisted the deposit would be paid as soon as we returned the trailer.
When I finally explained, for about the third time, that we had never taken possession of the trailer and was beginning to get very frustrated (and uttered that magic word “sue”) she managed to catch on.
However, then she stated that our account would be reimbursed within 30 days for the deposit amount, once it was ascertained we had not rented the trailer. At that, I did get angry and as I explained to her, by my mind - since the deposit was to be paid when we rented something and we had not in fact rented anything - that they had fraudulently stolen money from my account and that I was going to take it further. At that time, not only did I need the deposit back but the money for the returned cheque fees charged by my bank.
She then stated she could not help me with that, that I would need to fax a copy of our account showing this information and it would have to go through to another department to be dealt with.
This actually ended up taking about 3 weeks to finally sort out, with a lot of calling them to find out what was going on. Even then, finally I had to call the Head Office and tell them that if the money was not reimbursed within 48 hours, I was going to take legal action.
They did repay my money, but I should not have had to go through the fiasco that I did. Ultimately, it ruined my relationship with them, as I have never used them since.
As for recommending them, I had no problems with them prior to this event and I do tell people that, but I also advise them regarding the credit card issues. That U-Haul charge your account regardless of if they give you a rental or not - as soon as they take that info (I was told) it is charged to the account. Then, if they fail to find the rental for you, it is reimbursed 30 days later.
My opinion of that is, they need to tell customers up front that that is their procedure because although I have no problem paying a deposit, when I get something in return, I do not see why they should take my money if they are not giving me a vehicle/trailer/piece of equipment.
They also need to make procedures for dealing with complaints and their repayment methods more efficient. In these days of electronic transfer, there should be no delay as long as this when they need to reimburse a customer.
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Tags: trailers
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