Uhaul Story

Complete lack of Respect for Customers and their issues U Haul

U Haul customer service?! I’d pay double to a company without!!! U Haul I dropped the truck in the lot, put the keys in the drop box... the next day I received a call from UHAUL to come and move the truck to anot...

Not only did they send me to a non existent location…. U Haul Here's my letter to U-Haul headquarters in Arizona after my completely unacceptable customer service experience: I am writing to express ...

My Husband and I made an online Reservation with U-hall approximately 6 weeks ago for a 14 foot truck to be used for a one way move from Livermore, CA to Sacramento, CA on Saturday July 26th. We did receive a call a few days after confirming that they had received our reservation request, and that it was entered into the system. We were informed that we would receive a call by 5:00pm the day before our confirmed reservation date to let us know when and where we could pick up our truck. Well, the day came, and we received no call. At 7:00pm we called the customer service line ourselves and were informed that “the equipment was not available” and that we would receive a call to let us know when it came in. By 10pm that night we had still not received a call, so we called back. Again we got the same answer, and were told to call our regional office at 7:00am the next morning to get our pick up information. Saturday morning came, and we called. The equipment was still not available, and we were told we should receive a call by 4:00pm. Apparently they have until 4:00pm to get a truck to you. This is stated in their contract agreement, which is very conveniently NOT available online thanks to a “page not found” error. By 10am we had still not heard anything, and called again. We were informed again, that the equipment was not available. They could give us NO estimated time as to when a truck would be returned, or WHERE we would be picking it up. 1:00pm rolled around and we had still not heard anything, and at this point we had people at our apartment waiting with us who were there to help us move. We called the customer service line again…to no avail. At 3:00pm, I was livid and called customer service one last time. There had still been no truck returned within a 30 mile radius of our apartment. Apparently everyone who rented a truck that was supposed to be returned in our area was extremely late, either that or they customer service reps were lying! At this point their customer service rep became quite rude with me. I informed her that I was upset at their lack of business ethics, and that we had NOT received the call that their “contract” said that we would. She at this point argued with me and told me, to my amazement, that we were called of FOUR seperate occasions. Funny, I never got a message on my machine nor did I ever speak with a representative. At this point I was more than tired of her attitude and asked to speak with her manager. Low and behold “I am the manager.” I asked again to speak with HER manager, the same reply came from her. Funny…Unless I was speaking with the CEO, I’m pretty sure everyone has a manager!!! By the time I got off the phone, absolutely UNHELPED and very unsatisfied with their company, my husband and I went in search of another moving company. We finally found Penske (who we loved by the way) who could guarantee us a truck (25 footer) at 9am the next morning, for about the same price. Because it was already pushing 4pm, and it was too late to start moving anyway, we decided to go with them. We called and cancelled our reservation with U-Haul, and I am in the process of filing a complaint with their Corporate Office and am very seriously considering filing one with the Better Business Bureau! I highly doubt I will be the first!! In all of our dealings with their customer service center we were never offered a sincere oppology nor were we offered compensation for our troubles! I would Never recommend using U-haul. Moving is always a stressful event anyway, and U-haul’s business practice and horrible customer service only made things 100 times worse. We, and all those involved with helping us move, wasted an entire day due to the lack of Knowledge U-haul has on where their equipment is. They could not guarantee we would get a truck that day, but at the same time they could not tell us that one was NOT going to come in. We were completely at the mercy of a company who obviously does not value their customers very highly! I imagine that if they keep providing services to other people like they did for us that they’ll eventually run themselves into the ground. I would HIGHLY recommend going with another company, and not setting yourself up for the same stress and dissapointment that we did.

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U Haul needs a complete make over. U Haul

We Came, We Saw, We Got Beat! U Haul