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Here is what i sent to uhaul:
Describe your concerns:
This past friday my fiance and i rented a truck to move to our new home. i called the day before to rent a truck, and was told the largest available was a10' truck.
The next day came, and i went over to pick it up. We lived directly across the street from the dover uhaul location. Due to the small sicze of the truck, we had to take 2 trips to our new house, which took us from 6:30 pm to 5 am the following morning.
This entire time, there was what appeared to be 1 26' super mover and 4 17' easy loading movers. They never left the parking lot the entire night.
The truck we ended up with smelled like smoke, the emergency brake didnt work, and there was a high-pitched squeel that persisted any time the headlights were on, loud enough to drown out the radio.
While driving, the emergency brake would engage every time we hit a bump, which was also a problem because the suspension in the vehicle was terrible.
After our first trip, the light in the back of the truck stopped working, which was a problem because it was long after sunset when it occurred.
The truck was due back at 9:30 the next morning, we returned it around 5:30. When we returned the the following afternoon to pay, we were told that the card that was used to reserve the truck had been had been charged at 8:06. This was a problem because the card was used to reserve the truck, but we were planning on using another card and cash to make the payment, as the card used for the reservation had less than $30 on it.
We were asked if we had specifically requested to do this, and we responded that we hadnt since we had not been made aware that we would need too. The person at the counter was immediately defensive when we asked if we could have the charge removed to pay through other means.
My fiance mentioned off-handedly that it would be nice to pay lees since we didnt get the largest available truck, and the one we did get was in poor shape, and the employee(or manager, i am not sure), became condescending and asked why we thought we shouldnt have to pay for our trip.
It was explained to him that since we lived across the street and spent the entire night moving, we could see that there were several larger trucks available, but were not offered them as options. he said that no trucks had been there, so my fiance said he was lying.
After sarcastically stating to another employee that she was calling him names, he told us to leave the store.
He was then informed a total of three times that if we left before paying him (my fiance had her credit card out, along with $50 in cash, ready to pay), he would not recieve any payment for the trip. he insistted that we leave, once ignoring her statement, and once stating that he did not care, eventually telling us that he would call the police if we did not leave. He once mentioned that he should sue us for liability for not paying, which was quickly turned around because we stated again that we were trying to pay, but he would not cooperate and let us pay through other means.
we left with a copy of the contract from the night before and an unsigned authorization of payment.
What can we do to help?
The card that was used for the reservation was my Debit card. it was charged as a credit card, a transaction that usually takes a couple of days to complete. As of this submission, there is not transaction showing on my account, but if it does go through, my account will be empty, and i will recieve a service charge for the overage.
My concern is that, in the event of the charge going through, I wish to recieve a full refund, plus whatever overage fee is charged.
We had every intention of paying the full amount, even though we were very disappointed with the service we recieved, but due to the way our request was handled, i would very much like a refund for the affair, including the $8.12 we spent on gas to refuel the truck.
i can furnish a bank statement for the gas if it is required.
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