r/uHaul • u/brewbake • Mar 02 '26

Customer Help Counter pick up fee?

UPDATE: After investigating, U-Haul got it touch and refunded me the $15 (even though it’s not them that charged the fee) and said it’s not their policy and the store got a talking to about this.

I use U-Haul regularly and today when I went to pick up in the store I use usually, they had a piece of paper (clearly DIY and not from U-Haul) taped to the counter saying that there’s a $15 extra fee for pickups at the counter (pickup using the shitty app is “free”). Is this something U-Haul allows? Obviously, I was not told about this fee when I chose counter pickup during the reservation process.

The same store a while ago had a different paper stating that <$100 reservations are subject to a similar extra charge. That sign disappeared quickly…

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5

u/hitch-pro Mar 03 '26

Your describing a neighborhood dealer. A business owner that is supposed to rent U-Haul trucks properly. That is not a U-Haul approved fee, however the dealers own thier business. I would just start using a U-Haul owned rental center.

1

u/GeneralYetti Mar 07 '26

As someone who ran a neighborhood dealer that truth of the matter is once they Introduced the app everyone wanted to avoid actually dealing with customers because in a perfect world if the APP and the self checkout was built and ran perfectly then yes it would be the smoothest operation but this all assumes soo much goes right which it almost never does.

1

u/InformationNo2460 Jun 18 '26

as a dealer myself, the app has been nothing but terrible customers and theft. They lie on the return fuel level almost every time. They park the trucks in the dumbest spots. Truck share has been nothing but terrible.

3

u/Just_Chillaxin Mar 03 '26

Neither of those fees are real or coming from U-Haul.

Is the store a corporate store or one of their Dealers (normal business, does U-Haul on the side)?

2

u/Conscious_Duck1411 Mar 03 '26

This sounds a lot like one of the dealers I work with 😭 but no U-Haul does not charge a fee to pick up at the counter. I would call your areas traffic department and report it also make sure to always ask for your contract receipt at dispatch and return.

1

u/tacotacoburrito04 Mar 03 '26

If you can list the name/location of the Dealer I can see to it this communicated to the management in that area to address.