This U-Haul dealer is running a scam. My movers accidentally left a mattress in the truck after it had already been returned the evening before. Austin from U-Haul texted me asking if the mattress was left by mistake and whether it could be tossed. I immediately confirmed it was accidental, explained I was already out of state, and clearly told him he could dispose of it.
At no point did Austin ever say I would be charged storage fees, late rental fees, cleaning fees, or that the truck would somehow be considered "not returned." U-Haul corporate later admitted customers are supposed to be given notice and an opportunity to arrange disposal or retrieval before charges are added. Austin did neither.
Instead, he knowingly held the mattress for FOUR DAYS and then charged me as if I kept the truck four extra days, plus added a cleaning fee -- over $450 in fraudulent charges.
The truck was already in their possession. Austin acknowledged that in writing. He knew exactly what he was doing. Independent U-Haul dealers also earn commissions on rentals and added charges, often averaging around 21-22%, which makes this even more concerning.
I contacted U-Haul corporate and they still did nothing to correct it despite having the text messages proving the truck had already been returned and that permission to dispose of the mattress had already been given.
Beware of this location. Keep every screenshot, text, and receipt because apparently documented proof still is not enough for U-Haul to protect customers from dishonest dealers. read more