Vans Ace Hardware Reviews (%countItem)
Vans Ace Hardware Rating
Address: 2695 North Tracy Blvd, Tracy, California, United States, 95376
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Today, March 2nd,2020, I made an online reservation through the Uhaul App for a truck rental. The app allows customers the convenience of doing everything online for the pick up process. I have used this option before at this specific location and had no problems. When going to pick up the truck rental I checked into the app and submitted a photo of myself while walking to the location as well as my photos of my license (same license I have used previously without any issues). When trying to finalize the check in, the app said there was an issue and gave me a number to call. When I called the number a rep told me that I was supposed to take the photo of myself while at the location, so I would need to go inside so they can see me and my ID to verify my identity. No problem, I went in and spoke with a lady by the name of ***. She said the photos and ID photo that I submitted did not match. I explained that the ID photo was a few years old and I have gained some weight but that is in fact me. I then tried to show her my ID and she refused to look at it at all. She just said, I have already looked at it and they don't match. I offered to show her my entire wallet so she could see all of its contents are in my name, offered my social security card, asked her what I could give her as another form of identification so this could be resolved. She said no, would not help me at all and just continued to tell me and my son that I am not the person in the drivers license photo. There was nothing I could do because that is not me and then she said she has already denied the reservation and I have been red flagged in the system and the rep that I was speaking to on the phone continued to explain to me (when I asked if I could go to another location to pick up a rental)I was told no that I would be unable to rent from any other Uhaul Location now because *** has "red flagged" me in the system. I will not be able to rent again until she lifts the flag in the database. She was very unprofessional and rude
Revdex.com Complaint ID: *** (***)
Revdex.com serving Northeast California ***
March 20, 2020 In response to letter dated 3/14/2020 with assigned ID of ***
As the owner of Van's Ace Hardware I would like to respond to this complaint. U-Haul is a rental service that we provide to the community and we are required to follow the rules and contract that U-Haul sets for us. In this specific situation the customer attempted to use the self-check in process with U-Haul that requires a renter to upload a copy of their drivers license and a photo of themselves. The U-Haul system determined that the two photos submitted where not a match and after 2 attempts U-Haul flagged the transaction as possible fraud. At this time our store location was contacted by U-Haul to offer a visual inspection of the ID which was performed by our employee mentioned in the letter. Our employee, now having to be the final verification, determined the ID did not match the person trying to rent the U-Haul vehicle. The customer couldn't supply any other form of photo verification to help ease the concern. U-Haul put the liability on our dealership to make the final determination and we were not given enough evidence to be comfortable with allowing the transaction to take place. We did not set the "red flag" as described in the letter, this was done by U-Haul and any request to have it removed would need to be taken directly to them.
Thank you,
*** Owner Van's Ace