6 hour move took 4 days; my belongings were towed without my knowledge U Haul
Three Broken Trucks in 3 Days U Haul I had 3 U Haul trucks break down on me this summer over a 3 day period. I spent 14 hours sitting along the roadside waiting to be towed and...
U R On Your Own U Haul I rented a 24 foot truck from evanston Illinois to drive to California and was told it was in great running condition and that it was a 2000...
On the third day of waiting for the truck I rented to be fixed, I began to lose patience. I called the dealer, Manager HD Booker of U-Haul center of Center City Philadelphia to explain the situation (thus far I had been dealing with U-Haul roadside assistance). He proceeded to interrupt me at every sentence, and even implied that I had caused the problem.
Later I learned, from the mechanic, that U-Haul had the truck towed to a new location, without even informing me (the truck was fully loaded with my belongings). Now, on the verge of calling the police, I contacted U-Haul and described the situation, asking to speak with a manager. I was told three times I would receive a call back within the hour (and never received a call). I was also hung up on twice when I asked to speak with a supervisor.
Eventually, the truck was towed to me at 10pm. The next day U-Haul had failed to notify the towing company that the truck would need to be towed to return it to a U-Haul location.
My fiancee called and spoke with a manager the next day, and was actually told “If U-Haul lost 100 customers a day, they still wouldn’t care. There’s nothing I [the manager] can do for you.”
My complaint is many-fold:
First, I did not receive the product I rented. I rented a working truck, that I could drive to my final destinations. This was important to me because I needed to unload items at two destinations, my new home and at a storage facility. Also, because the truck was broken and U-Haul was not prompt in towing after unloading, that truck stood on private property on the lot of a storage facility, blocking entry for a number of their customers. So I was not the only innocent party affected - another business, the storage facility, had to endure with this truck blocking the units of a number of their customers.
Secondly, Customer service, at the dealer, regional, and national levels, was appalling. I was repeatedly told promises that were repeatedly not kept, hung up on a number of times, and yelled at and hung up on by HD Booker, the manager at the U-Haul dealer.
Thirdly, I understand that trucks break down. However, three days of waiting for repairs and being rudely treated by Booker reached the limit of my patience. Having the truck, with my belongings, moved without my knowledge or consent was the final straw.
So, in a nutshell, HD Booker and the U-Haul Center City Philadelphia failed to deliver and was appallingly rude and unhelpful, U-Haul operators would seem to rather hang up on a customer than contact a supervisor, and their supervisors do not keep their promises.
This is the first time in six moves I had problems with a truck. However, now I know that if there is indeed a problem, U-Haul will not only make fixing the problem extremely difficult, but abuse me in the process.
Final note: looking at the vast array of complaints, on this website and what comes up on the Google search, I see that U-Haul’s problems are at every level of the company, from the front line dealerships and operators to their managers and CEO. I can only hope that people will do a little research before deciding on a company. I know I’ll at least do a little research before I buy a service again.
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