Another unhappy U Haul customer U Haul
Unhappy. Truck unavailable on reservation day. U Haul I've rented with other self-move companies (like Penske) and had good experience. So I didn't expect much difference from U-Haul. Unfortun...
Worst experience ever! U Haul What a nightmare! I almost had to cancel my move because U-Haul had problems providing the truck I reserved. I will NEVER use this unreli...
Where do I start? I had an extremely poor experience moving with a U-Haul truck rental at every stage. They quoted us one price and then charged us a different price on the day, the customer service was poor at first and went downhill from there, and the truck didn’t even have a gas tank cap. I will never use U-Haul again.
The full story, if you care to read it:
I originally scheduled online a 24 hr rental for Sunday and was quoted the rate of $29.95/day plus $.99/mi. I called two days prior to change the rental to Saturday and was quoted the same rate. When I showed up on Saturday morning to pick up my truck, I was told that according to U-HAUL policy for Fridays and Saturdays I would be charged for two days at $29.95 (for the 24 hour period), ie $59.90, plus $1.79/mi. I called the regional office to try to explain that I was quoted the same rate for Saturday as I was for Sunday, and should be charged my original rate but they refused to help me. Given the circumstances and time constraints, I had no choice but to take the truck at the higher rental rate.
This was, however unintentional, a bait and switch, and I was ripped off as I ended up paying $76.79 more than I had agreed to originally. Had I been told about the rate difference when I called up to change the rental day, I would either have accepted the rate or not have rented the truck. I never asked for special treatment or a special rate, only to be charged the rate I was quoted for Saturday. But no, I ended up having to pay for their price quote mistake.
After the move I called the regional office and spoke with someone who was unable to help me. I then called the national office and registered a formal complaint and they said someone from the regional office would call me within 4 business days. Two days later I received a call from a woman at the regional office to resolve the complaint. I calmly explained my problem to her, and she proceeded to lecture, interrupt, yell at, and bully me for more than 10 minutes, offered me $10 in gift certificates, and then hung up on me.
U-Haul’s system of national, regional, and local reservations agents is totally inefficient and allows them to do a lot of buck-passing when there is a problem. I gave up trying to get a partial refund or even find someone who would take some responsibility and offer to help me.
U-Haul’s corporate PR sayings are “Our commitment is to you the customer”, and “We want you to be a satisfied U-Haul customer.” Whatever.
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Tags: truck rent
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