Boxed In U Haul

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When you make a reservation with U-Haul to rent moving equipment, do not be mistaken. Despite the fact that they accept the reservation, take a credit card number, and call you the following day to confirm your reservation, the equipment will likely not be available.

I placed my reservation three weeks ago on the U-Haul web site and made changes to the reservation through their toll-free central reservations number. I received a call confirming the availability of the truck from the Southwest Regional Office that handles the distribution of their equipment.

I called the Southwest Regional Office today to check on an error in the mileage allowance (which they refused to correct), and was rudely, and only incidentally, informed that there would be a minimum of a 2 day delay in picking up my truck. The representative made no effort to apologize or to correct the problem.

I then phoned the central Customer Service number, explained my problem and was told that U-Haul routinely reserves equipment that is or will not be available on the reserved date.

As a result of not having a truck to move out, I will be unable to vacate my apartment on time and will be liable for damages to the property management company. I was also told that this delay was more than a month old, and thus, was forseeable when I made my reservation.

Already over due on my move out, I am now in the midst of desperately searching for another option. Because I wasn’t informed of the problem with my reservation in advance I did not pursue backup arrangements with any other . And now, neither of U-Haul’s two major competitors, have equipment available for my move. There’s the difference. Both of them simply told me up front when I called to make a reservation that the equipment was not available. When I called U-Haul again anonymously out of curiosity and asked to reserve a truck they never mentioned that there wouldn’t be one available for me and happily took my reservation.

I will likely have to resort to hiring a to do the work at great expense.

Never in the reservation process was there mention of the fact that the equipment might not be available on the agreed date. I’m surprised that a business characterized by such negligence continues to be immune from a class-action lawsuit. Certainly, there must be many others incurring financial damages as a result of the egregious business practices of U-Haul.

If you are flexible about when your becomes available, then the low cost of U-Haul is probably acceptable. If, however, you make arrangements in advance to vacate a property at a given time, then the total absence of organization and logic in the U-Haul reservations system will likely cost you lots of money and time in the end. Stick with a company such as Penske or Budge/Ryder that guarantees the availability of reserved equipment.

Tags: moving company, moving truck

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