Different Day, Same Story U Haul
A total nightmare U Haul They changed the size of the truck and location pickup FIVE times within three days, expecting me to pay mileage far from my home. When ques...
What could i be charged with? i took a uhaul to the border ……? my roomy said the cops might be after him and he wanted to leave the country. so i hatched a plan ,rent a uhaul for a two day intown move i ...
While searching for information on how I might “directly” contact U-Haul’s corporate headquarters, I came across a review titled “I’d rather burn my belongings than use U-Haul again!” written by ewilliam dated Feb 03, 㤋. My mouth dropped open as I read a similar account detailing many of the same difficulties I encountered in dealing with U-haul’s Customer Dis-Service department. Now I see that there are hundreds of reviews that are similar in nature, I should have checked here first. Well, my move wasn’t quite as time-critical as the previous reviewer (ewilliam), but nonetheless it was just as important to me. In fact, I cancelled a medical appointment (which I had to schedule two months in advance) to ensure the move occurred on the planned date. Much like ewilliam, I set up a “reservation” one week prior to the move, albeit through a local dealer I had previously used. I needed a one-way rental from Dover, DE to Lancaster, PA. The dealer took my information for a reservation and assured me that there would be a truck available somewhere within the local area. He also told me that I would receive a telephone call a day or so before pickup with details on where I would need to pick up the truck. I hadn’t received any calls by late afternoon the day before my move, so I decided I should call the local dealer before they closed. I was told that my reservation was transferred to the regional reservation center in Philadelphia, and I was given a number to call along with my confirmation number (I’m beginning to grow a bit anxious at this point). I called the number and allowed it to ring for a lengthy period of time (45-50 rings). There was no answering service or recording, so I presumed I had dialed the wrong number. I verified that I called the correct number and then re-dialed. Once again having no success, I called what I believed to be Uhaul’s 1-800 number, 1-800-Go-Uhaul (I know now where it is that they can go!). My elation in getting the number right was short-lived. I was greeted by a child that spoke too fast and lacked the mental faculties to actually listen to people. After slowing him down to a somewhat intelligible speed, I explained the reason for my call and gave him my confirmation number. With an air of indifference that is entirely too prevalent these days, he stated that there was no such confirmation number. I told him there must be a mistake and he generously rechecked the system using my name instead. He informed me that my confirmation number did not exist. I then explained the history of my “reservation” to him to which he wittingly replied, “What do you want me to do about it?” Fortunately for him he was safely nestled in the call center (situated in another state) or I would have felt obliged to show him what I wanted him to do. When I asked to speak with his supervisor or manager, he told me that there was none staffed at his location (that may help explain the poor quality of service I was receiving). He referred me to the same non-functional number I had previously called. He told me that he couldn’t transfer my call and then before I could object, he abruptly hung up on me. This necessitated a brief time-out on my part. Shortly thereafter I called the 1-800-Go-Uhaul number again in efforts to speak to anyone actually concerned about UHaul’s customer service image. Unfortunately, I spoke with someone (someone different though) that was inadequately trained to handle customer service issues. After an unproductive conversation, I again dialed the regional reservation center, and I actually spoke with someone that answered. Thinking I was making headway, I calmly provided the lady with my confirmation number and was elated when I was told that one actually existed. Alas, the good news was fleeting. She went on to inform me that I needed to travel to a location approximately 45 minutes away to pick-up the rental truck. To no avail, I related the discussion that I had with the local dealer assuring me a truck would be available at one of the “many” local businesses. It was then that I began to see that the people working in these centers are somewhat familiar with customer dissatisfaction. She was well prepared for several of my pointed questions, probably having heard many such protests before. Even more remarkably was the fact that she was able to respond with almost complete apathy (no doubt a seasoned veteran of these calls), lacking any semblance of interest or concern for my particular situation. Being naïve, I once again made a seemingly ridiculous request to speak with a manager in hopes I might be able to resolve this dilemma. She advised me that they were all gone for the day (it’s good to work at Uhaul) and that she was the only one available in the center. I began to feel a pang of sympathy for the poor woman, realizing the she is probably the unlucky recipient of many such aggravated callers. It’s no surprise that she sounded like a zombie, I’m sure anyone would go numb after so many angry complaints. I did manage to convince her that I wished to follow-up with a manager (at their leisure of course) and that I preferred leaving a message on a voice recording. It seems that UHaul isn’t doing that well financially, because that just wasn’t an option, however she did take my contact information (or I thought so anyway) but was less than convincing in re-assuring me that I would receive a return call tomorrow (that’s today). Since I had plans for the evening I set about the business of trying not to let this disturbing ordeal affect my general positive outlook. The following morning (that’s today), I called a nationwide truck rental company (Budget) and made alternate arrangements for a move tomorrow. What a striking contrast in speaking with the young lady at Budget. She was courteous, knowledgeable, and perhaps most importantly, she was actually able to DO SOMETHING. Having implemented Plan “B”, I set about the business of inflicting as much pain as is reasonably possible on UHaul (as much as any of us pee-ons might be able to do). It was then that I came across this review. I decided to provide some commentary (hopefully humorous to some of you!) regarding the ineptitude of Uhaul’s organization. You see, for many large companies like this they presume they can continue to get away with offering poor services, to say nothing of being outright rude and discourteous. They believe that they’re big enough (unfortunately, rightly so in most cases) that your business really doesn’t matter; someone else will come along anyway. They often underestimate the power that we exercise as individuals in communicating our dissatisfaction with products or customer service. While I’m not independently launching a boycott campaign against Uhaul (they are not worth that much time and effort), I do think it’s important that they’re held accountable for their poor performance. My objective in writing this review is to encourage as many of you as I can to wisely send your business elsewhere or suffer a similar demise. Additionally, I intend to send letters to the corporate office so that they are aware of just how poorly their organization is performing. Most CEO’s and VP’s are somewhat disengaged from the day-to-day operations and are often alarmed by the realities of what is transpiring in their own organizations. Lastly, I would encourage anyone who has shared a similar situation with Uhaul (or other companies) to actually take the time and write a letter to their corporate office. While speaking to someone can be personally satisfying, it seldom results in any real change. Letters are much more effective, providing they actually end up in the right hands. Who knows, maybe someone at Uhaul will actually step up to the plate and effect some real changes.
Balan28
Sick of getting hassled U Haul I wrote a simple review of U-Haul and how they reimbursed my wife and me after they screwed us over on a truck. So what did I get as a comm...
Truck with no emergency brake and no Park gear! U Haul I rented a 25 foot GMC truck to move from Seattle to southern Oregon (I had reserved an 18' truck which they then didn't have but that's ano...
UHAUL sucked me alive U Haul This is a true story. I rented a Uhaul trailer. The staff told me that I have to be back by 7 pm the same day I rented it. I wasn't sure...
UHaul Rocks My $hit !! U Haul Our story is pretty short, and unlike a lot of the Epinions Reviews I've read, more-or-less non-venomous. We got Evicted. Needed a truck. W...
Terrible Company, Idiot Employees U Haul I needed to rent a "4 wheels off the ground" car carrier from a Uhaul in Moorestown New Jersey over the past weekend. What resulted was the...
Will U Haul Leave You Stuck In The Mud? U Haul I have only used U-Haul once, and when you here my story you will know why. The story starts when I decided to choose U-Haul because it was...
U Haul Workers Attack Their Customers U Haul
Tags: rental com, truck rent
You must be logged in to post a comment.