Complaint Review: U-Haul - Van Nuys California

We were told when bringing the truck back simply to "park it in the street" and throw the keys in the "yellow drop box, you can't miss it." That was the extent of our instructions on how to return the truck after hours (after 7pm).

Upon arrival around 8:30pm on Tuesday June 10, 2003 we soon realized that there was no parking allowed legally on the adjacent side street to the U-Haul center. We then checked on Van Nuys Blvd itself and there were signs stating no parking 7am-9:30am which would open us up for ticketing and/or towing because the no parking time period starts prior to the U-Haul Center's opening time.

So we walked around some more and another gentlemen, Ed, was with us (whom we both know very well and is not suspected of any involvement in this scenario) ran into a security guard who appeared at least to be working for the Amtrak location and Ed asked him "so where do people usually park when returning their U-Haul trucks here, you must see that since you're working right here?" The security guard indicated that people park the returning U-Hauls in the Paint store's parking lot across the side street from the U-Haul Center. "they park there all the time, and they get in around 6am so they can move it then before the paint store people get in" So we decided it would be safer, for YOUR truck to park in this lot to avoid ticketing or towing from any illegal parking on Ventura Blvd or side streets.

So I parked the car according to the security guard's recommendation, thinking that he was on the up and up and not pulling the scam that he apparently was and is still pulling on us. Then

We went in search of the drop box (yellow, we were told it was) well we walked the length of the front side or the center and lot (Van Nuys Blvd.) looking for a drop box but didn't find it anywhere. So we pitched the truck key over the fence as close to the front door to the U-Haul office that we could. It landed not more than 6-8 feet from the door in plain sight.

Fast forward to Wednesday June 11th during the day, we call to make sure that they logged the key and the truck back in only to find out that they are missing the key and they are still showing the truck listed as "out".

After a few more hours and more calls we learn from "Pat Siefert" your loss recovery specialist, that the U-Haul truck we dropped off has been impounded by the Paint store who owns the lot where we parked.

The call was made at 4:10am to the tow company and they came in the next couple hours and impounded the vehicle.

I described to her the situation, with the guard explicitly telling us to park there and she acknowledged that this guard is someone who ONGOINGLY AND SYSTEMATICALLY tells people returning U-Haul trucks after hours to park in the Paint store's private lot. Pat further indicated that she had contact U-Haul Corporate numerous times about this individual who is running this scam apparently in affiliation with the paint store and the towing company and their private impound lot. Pat pointed out that since the security guard is not a U-Haul employee that U-Haul bears no responsibility for the cost of the towing, impound fee, gate fee,etc.....which in our case totaled $255.70.

Naturally we agree that U-haul is not responsible for the criminal con artistry of this security guard, but we strongly feel that U-Haul IS RESPONSIBLE for protecting its customers, and indeed it's own fleet of trucks from this steep extra and needless charge by simply explicitly warning people in advance that they can not by any means park in the Paint Store parking lot DESPITE WHAT ANY SECURITY GUARD OR PERSON POSING AS A SECURITY GUARD in the vicinity may tell you. Because U-Haul both this center and Corporate, through Pat Siefert's efforts, is aware now, and has ongoingly been aware of a recurring scam going on with this Paint Store, and security guard...and U-Haul has chosen to do nothing about it, U-Haul is therefore is an accessory after-the-fact to this criminal action.

Because U-Haul's rental contract pre-authorizes credit card debits for multiple transactions there was no way for us to refuse to pay this unfair additional charge.

But rest assured we will fight this charge because:

1. No sign was clearly posted indicating to NOT

Park in the paint store lot

2. No explicit, clear information was provided to us

On where it was okay to park. and today when

Arguing out our point in the office we learned that there is virtually NO WHERE legal to park the after hours returning U-Haul's except on Saticoy Rd. But no mention of this was made at either the time of reservation or the time of pick up.

3. There should be clear cut diagram/map/instructions on where it is OK for people to park the U-Haul trucks when returning equipment that should be given out to people at the time of pick up. Had we had such a document, this entire situation would have been alleviated.

4. U-Haul's own bottom line productivity is hampered by having its trucks out of commission for several hours a day when impounded by this paint company which probably adds up to a sizeable amount of lost revenue for U-Haul annually.

Sean

Sherman Oaks, California
U.S.A.

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