Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 4/9/2024. Amount paid (Estimate) - $102.96. Equipment 9" Cargo Van. Conf#: 76723546
  On this date, I rented a cargo van from Uhaul located at 50 Marrows Road in Newark, DE. This was done online (transaction record attached). I did not request coverage of any sort. The transaction quote was $20.95 + 0.69 cents per mile used. I used the van for travel solely in Newark, DE. When I got into the vehicle, the miles read 17207. From 50 Marrows Road, my first stop was 227 Chapman Road, Newark, DE (3.8 miles). I read the miles and that reading was 7437.9. The difference from the starting miles is 9769.1 miles from Marrows Road. Something is drastically wrong with this odometer. My ending miles read 7451.3. The total miles used is 13.4 miles and at 0.69 cents per mile = $9.25. Now, from my reservation amount of $20.95 + $9.25 = $30.20 total charge. I was charged $46.66. They owe me $46.66 - $30.20 = $16.46. They refunded $56.30 of the estimated amount of $102.96. They need to refund the remaining balance of $16.46 to me. This business needs to stop jacking up pricing, jacking up their equipment, and begin to treat the public fairly.

  Business Response

  Date: 04/22/2024

  Hello,

  I have received a customer concern letter via the mail.

  Here is my respond! respected customer made a reservation through online with U-Haul, we are a uhaul neighborhood dealership. when she show up to pick her rental ! we made an hold to her card of $102.96. when rental was returned customer drove 20 miles (check the attachment file photo in &out miles)on the rate $.69= 13.8, Collision Damage Waiver $11.00 The equipment $19.95 environmental fee $1 and tax .92 cents. total rental charges $46.66 u-uhal has refunded her $56,.3. 

  In our end everything is done correctly. If customer is not satisfy , she can reach out to U-Haul customer service (800-468-4285) and start a claim with them. 

  please, feel free to contact me if needed any further info. 

  Thank You 

   

  Customer Answer

  Date: 04/27/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21563988

  1. The business stated that I used 20 miles in Newark, DE. This is incorrect according to the pictures taken of the start miles and the ending miles. I used 13.4 miles and not 20 as claimed by the business. Pictures tell a thousand tales. Check the mileage readings, I provided them. 

  2. When I booked the equipment online I did not book insurance coverage of $11.00. It is crooked of this business to force insurance coverage on my bill when I did not book the coverage. I did not need to book this coverage as my bank offers me coverage on vehicle rentals. It is highway robbery for this business to put this coverage in fine print and rush me into signing this document, for the owner that evening at 7 pm was rushing to close the shop in preparation for his Ramadan holiday the following day. UHaul should endeavor to follow the wishes of the customer from the initial online booking, and not increase the customer's bill by their crooked additional charges. These crooks need to tell me where they manufactured 20 miles from, for their odometer reading was faulty from the moment I entered the equipment.

  3. The Environmental fee was a part of the initial booking of $19.99 per 24 hours + $1.00 = $20.95 and $0.69 cents per mile used. There was no mention of tax in the calculation, before or after. Where is this coming from now?

  
  
  

   

  
  

   

  Business Response

  Date: 05/17/2024

  Hello,

  This is **** ******. I am responding again; not sure what exactly is been disputed! Miles are clear that customer has used 20 miles. above picture shows the out mile picture when customer took the equipment! and the other picture show the miles in. clearly, we took it when we opened the store at the 11 of April7 minutes from officially open! 

  The Insurance is automatically added unless customer asks not to add it and show us a proof of a third party coverage, which customer did not mention anything about having her bank covering it.  Moreover, we talk our time, with handling  customer with perfect customer service, I was not rushing about the end of Ramadan holiday. I explained to her that we will be closed on the 10th of April, she can do self check in with her phone, when returning it and leave the key in the drop box or wait until the next day and we will check it in and send her receipt to her email; that's exactly what we did!

  Environmental fee and tax is set up from U-Haul system, "we can not adjust or change it" however she can reach out to customer service at 1888-886-0782

  Also, we recommend her to reach out to our area manager (R***** ******** ** ************ 

  Best Regards 

  **** ******