U-Haul Moving & Storage of Norman

customer service is very important, and I experience excellent customer service from this facility

Carli went above and beyond to help us with extending our rental. Service was great all around.

Location showed truck with full fuel on checkout, which was clearly either not verified by or was incorrectly entered (intentionally or unintentionally) by the location's personnel. I indicated the correct amount of fuel at check-out and took a photo, which i sent in-app to support the correction. Actual fuel was a hair under 7/8. I drove 18 miles on my rental and added two gallons, which conservatively assumed 9mpg for a 10' truck with no idling except at stoplights. When I dropped the truck off, no one met me outside, so I went inside. The woman at the counter verified my last name and said she would check the truck in for me. I had purchased insurance, so trusted that there was nothing I still needed to worry about after confirming. Wrong.

Location charged me a $17.42 fuel fee (remember, 18 miles, and i added 2 gallons) to allegedly add 4 more gallons of fuel to make the truck 'full'. Assuming the location didnt actually add the fuel but instead marked it 'full' again for the next customer, that's just an additional location profit of 87% of the rental rate.

Contacted Uhaul through the app and the agent requested refund, which would be credited in a few days 'if approved.'

This is exactly the sort of shit you fear anytime you rent a car or truck. Do not leave until you have the invoice in-hand and have reviewed it, regardless of any pressure to simply trust the employee or the company not to add clearly erroneous charges. Eighteen goddamned miles. The '$19.95' truck already cost close to $70 to actually rent for an in-town move with damage waiver, 20 estimated miles, and no extras.

Also, take additional photos for yourself, not just the ones you submit in-app, because then they will 'have' the photos and you will not if you dont, because it isnt as if they will furnish you a copy or save it to your phone like any other photos you take. What are you gonna due, sue them? Subpoena the photos? Probably not for $17.42 or even $100. Charge back? They will have their inaccurate 'business records' that you tried to correct, but you will have none of the evidence (photos) that you created because they took the only copy.

Also, the way they have the app set up, you get your invoice in-app only with no apparent way to save a pdf, and no way to zoom in on the tiny text to even be able to read the charges. Had to take a screenshot to be able to zoom in at all. This is true for the emailed invoice as well. I don't recommend using the app to check out.

The lady that help us when we walked was very friendly, went over the top to help us and was very helpful and patient. Also had the same friendly greeting when we came back.