UHaul.com - U-Haul rental reservation site - made trailer rental reservation that was not honored - paid $ 5 reservation fee to site - refund refused

# 1 for August 18, 2003

Complaints.com received the following consumer message on August 17, 2003:

From:

RE: UHaul.com - U-Haul rental reservation site - made trailer rental reservation that was not honored - paid $ 5 reservation fee to site - refund refused At www.uhaul.com I recently paid a non-refundable fee to reserve a 6x12 enclosed trailer to be picked up on Aug. 15th. The company contacted me to confirm receipt of my reservation, however they told me the unit I requested was not available. I explained that I paid the non-refundable reservation fee through the web site in order to reserve this particular type trailer. I asked for my money back and they refused. It's not for the five dollar fee that I am angry, but for the principal of the matter. At their web site they show you pictures of available trailers with descriptions and prices. They allow you to choose a particular type of trailer and then place a reservation for any date on that equipment, knowing very well that it could not be available.

When I spoke to a U-Haul counterperson regarding this, he told me there have been many complaints about this and that the web site allows you to reserve equipment even when it's not available. The company used the "U-Haul reserves the right to substitute equipment of equal or greater size at no additional charge to you." as their defense for not reimbursing me on my reservation fee. I will never use U-Haul services again.