ComplaintsforLiyo Mobile Phone Store/ U Haul Neighborhood Dealer

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday 6/23/23 I went to pickup a rented a uhaul cargo van that I reserved from 11 am to 5pm, from LIYO mobile uhaul neighborhood dealer. I got the van at 11:40 am. The woman in Liyo said the van was not returned in their system. I reserved an appliance Dolly for $10 and all they have at the store is a utility dolly that is $7. They didn’t refund the $3. I returned the van around 3pm 6/23/23. I walked home from Liyo.

  At 3:14 pm 6/23/23 I got an alert on my cell phone that there was an additional amount of $146 charged to my discover card. I called uhaul customer service immediately they said the manager at the site, **** *******, examined the vehicle when I returned it and claimed that I damaged the vehicle by backing into something. (I did not damage the vehicle.) He was not present when I dropped the vehicle off. I went right back over to Liyo mobile while on the phone with Uhaul customer service. I got there around 3:40 pm. The women that work in Liyo said **** looked at the vehicle and had already left. They gave me his business card.

  I have a witness that can attest to the fact that I didn’t back into anything while using the van and that the van was already scratched up and damaged. I told 4 different uhaul associates that my phone number is ###-###-#### and also emailed and texted **** *******. I called customer service today because they told I’d hear from someone in 72 hours and they informed me that **** called and left a message today 6/28/23 regarding this matter. He left it on the wrong phone number.

  Business response

  07/10/2023

  The customer made her own reservation and and when the equipment was dispatched she was sent a text to to a link to confirm fuel, miles and equipment condition. The customer filed an objection and we responded after researching her complaint and it was determined that the damage happened during this rental.

  The text to the customer read:

  I am sending you a text/email that provides you the opportunity to acknowledge equipment condition before you leave our premises. If you do respond you are accepting the condition at dispatch as represented in the text/ email.

  The customer was charged the $150.00 deductible per contract terms.
  

  Customer response

  07/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20252402
  
  I am rejecting this response because: 

  The vehicle was damaged when I rented it and is still damaged as of 7/13/2023. I drive past this place daily to get to work. It is still being rented to this day. He is a franchisee. This man is dishonest and a thief. He saw I got the insurance and decided to make a quick come up off my hard earned money. 

  Regards,
  
  ******* *******

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