Cons: fraudulent charges
rude, incompetent local retail agents
On Saturday, May 26th I went to pick up the rental truck that I had reserved early in May. After 25 minutes, and my credit card being swiped several times, and the order being redone in the system by the local retail rental agent, who just couldn't seem to get it right we were off to move my stuff. I made the comment while we were dealing with the delays that it was interesting that the last time I had moved I had walked into my local Budget Rental location, handed them my credit card, and within minutes was off with no delays. The local retail agent at that time laughed and confided that the last time SHE moved, she had used Penske.
We make the move, with a total of 177 miles logged round trip. My rental agreement was for $120 flat rate, .40 cents a mile with 30 free miles. On Wednesday I expected to see a charge for approximately $60. To my amazement it was $202!!
I immediately call the local rental center and speak to the same agent who checked me out. She insisted that my contract (which I had in front of me) was for $1.09. This rate was NEVER a rate that had even been discussed when I was reviewing plans with the reservation person earlier that month. I told the local agent this, and she continued to tell me that I was incorrect. I finally get her to look at the contract, and she agrees to call the corporate office to get it fixed, because apparently she is not capable of doing this. In the mean time, I do a quick calculation and even at $1.09 the mileage is not working out to the 177 miles we traveled. When I inquire about that she claims that we traveled 250 miles! I tell her there is no way we traveled that far and even by the total amount she charged me at $1.09 she was charging me 185 miles! Can you see where this is totally and completely frustrating?? I told her that I needed to hear back from her yesterday regarding this and how it was going to be fixed. She laughed in a "yeah right, that's going to happen" way, and of course it's not fixed, nor did I get the courtesy of a return phone call.
Figuring this was going to be the case I called UHaul corporate office and explained the situation. I still have not heard back from them either. As a final recourse I have called my bank and have them invesigating the matter.
I WILL NEVER EVER EVER EVER use Uhaul, and have proceeded to tell all of my friends about the horrible experience, as well as all of my 300+ facebook friends....
Moving is a difficult enough process without the added hassel of dealing with incompetent and fraudulent practices, this seems to be a system wide issue with Uhaul.