U-Haul International

I am writing you in response to a customer complaint, ID #***. This is in regards to a customer complaint towards Piggly Wiggly of Jefferson. I am an area manager for U-Haul, which includes the Piggly Wiggly in Jefferson, and worked with this customer (Mr.) in trying to find a resolution to his concerns.On 4/21/20, Mr. made his reservation via our uhaul.com website. The reservation he made was for an In-Town rental, meaning he intended to pick up and return a truck to the same location. When a reservation is made, the customer receives a confirmation email. It appears when he made his reservation, he entered a wrong email address for himself which resulted in him not receiving his confirmation. Please see the attached document (800227691.pdf) to view Mr.' original reservation.Mr. then arrived at Piggly Wiggly on 4/26/20 for his rental. During his rental he inquired of the associate, Piggly Wiggly manager ***, if he could drop off the truck at another location. She informed him that he could not since the truck he was assigned is a "local" truck belonging to that location, Piggly Wiggly. Mr. proceeded to rent the truck with that knowledge, and signed a contract which stated this was an In-Town rental and agreeing that he would be returning to the Piggly Wiggly. He then received a paper copy of the contract he signed.The paper contract he received included this statement:"I understand that this equipment must be returned to the same U-Haul location where it was rented. I understand that the minimum rental charge for equipment returned to a different location is twice the amount of the current OneWay rate from this U-Haul location to the actual drop-off location."The estimated charge for the in-town rental was approximately $80.The cost to go one-way from Jefferson to Sun Prairie, which Mr. states is what he intended, is approximately $142.Mr. was charged approximately $260 which included fees for returning to the wrong location.When the customer first submitted his complaint, he stated that he did NOT receive a paper copy of his contract. This was a falsely made statement. When I initially emailed MR. (my original email was returned, which is when I discovered he entered the wrong email address when he made his reservation) he responded with his version of what happened. In that email, he stated:"This is a huge mistake, but during times like these $100 over charge is a lot of money on top of the health and financial struggles during the pandemic involving COVID 19."In my response to Mr., I noted the facts as I knew them. I did however offer to refund Mr. $100, which is the amount he stated he was over charged. Mr. refused this offer and instead demanded to be refunded all charges except for the $80 estimated charge for the in-town rental. I informed Mr, *** that I would increase his refund to $118 (and did request that refund be processed). This would lower his total charges to approximately $142, which is the approximate cost of a one-way rental from Jefferson to Sun Prairie, which is what Mr. says he originally wanted. I feel this was a fair resolution. I do have all our correspondence emails.I cannot comment to Mr.' claims of "malfunctioning" of our uhaul.com website. I have not received any other reports of problems on that day. It is also impossible to assess if the technical issues were on Mr.' end, either his computer or internet access. As a customer service representative goes through the rental process, they have to confirm the return time and location. ***, the manager at Piggly Wiggly, confirms that she did review this with Mr.. Feel free to contact me with any further questions or concerns.Thank you,***AFM 750-01U-Haul of SE WI(262) 402-7455

I received a second letter regarding Complaint ***. This complaint is going to be handled by the U-Haul Area Field Manager. He has all of the details regarding this complaint. Thanks and let me know if you have any other questions.