September 2018 by Joanne J.
I have a complaint that is being addressed through the Uhaul main customer support number which is: 800-468-5285. Basically I assisted my mother in a rental for her moving by providing my credit card number for the initial charge, I believe was 31 dollars or so. I was then told a few days later when my Mom hadn't returned the truck yet that the rental agreement was in my name and I was responsible for it, so I was pretty confused at that point how I could rent something without being told I'm renting it, this went back and forth for a while. When I asked to speak to a manager I was told that he was the manager, when I asked to speak to the owner he refused to give me any information and said he didn't have to. When I asked to speak to Uhaul corporate (i.e. the 800 number) he said they were Uhaul corporate, I tried to confirm Uhaul on Tollgate Road, Bel Air MD is Uhaul corporate? He said yes. I think I actually talked to another service rep at one point when I called back after they hung up on me, so this was 2 separate people giving me this weird information. Anyway finally I said I'm on my way to come pick up a copy of the rental agreement because I was still confused how it could be in my name and now I'm 100% responsible for anything that might happen to the rental. They said no you can't have it. Well I went there anyway and there was a lady nice enough at the front desk to give me a copy and she said she didn't know how it works and to call the 800 number. So I did, they confirmed the rental agreement is not in my name (which also states on the paper I got from the office, it clearly shows the rental in my mother's name.) So basically if my mother did not provide another payment method they could try to charge the card on file, but if they can't charge that card ultimately she is the one responsible for the rental. Which is the whole time what I was trying to get at but was given some really weird information that had me kinda freaked out. So hopefully this is all settled, I'm still going to be in contact with the complaint department. Honestly, weirdest exchange I've ever had with any company. They flat out lied that the rental was in my name and then refused to prove that by letting me get a copy, which luckily I was able to get a copy anyway, just weird. Stay away from this place, I'm still going to look into who the owner is so they know they have psychos working for them.
