Horrid Customer Service U Haul
Horrid Experience U Haul Well, the worst thinkable thing happened, I got charged 150 dollars, the deductible. Something I am guessing a lot of people get charged. ...
U Haul = U Are On U’re Own, “Buddy” U Haul A horrid nightmare of dangerous equipment and deplorable customer service from start to finish! I reserved a moving truck via U-Haul's on...
My mini-van breaks down in Somerville, MA. I live in Brewer, ME. This is a problem, I don’t want to have it towed to a garage where I don’t know who to trust and who to avoid. I borrow a 15 Passenger Dodge Ram van with a trailer hitch that has hauled other 15 passenger vans and 1 ton trucks etc. My family has a tow dolly but it is in bad shape, so I decide to call U-Haul.
I get to Somerville, deciding to drive the big van down and try it, just in case it starts, not wanting to rent a tow dolly or car carrier and haul it all the way down there if it starts.
It doesn’t start, so I go to my friends house and call the local U-Haul office, they inform me that they do not have what I want and direct me to another store who politely answers the phone "U-Haul, Medford, HOLD" After about 30 minutes of this I hang up and call the national office.
The national office tells me to call one of the local U-Haul stores. I ask which one would be best, and they tell me that they don’t know who would have one.
"What’s my best option?" I ask them.
"We don’t really know what stores are in that area, don’t you have a phone book?"
At this point I tell them that I’ll try the Cambridge store, and hang up.
I call Cambridge and get someone. This is how that conversation went.
Them: How can I help you
Me: I need a tow dolly to haul my mini van one way to Milbridge, Maine.
Them: When do you need it?
Me: I’d like to get it tonight or tomorrow
Them: We close in a half hour, call back tomorrow
Me: Can I reserve one?
Them: You have to call the national office.
Me: Fine.
Back to the national office, where after 15 minutes of holding I get someone who takes all the information, tells me that it will be $75 plus a $60 fully refundable deposit that will be returned to me when I return the trailer. In order to confirm this reservation, I needed a major credit card . I gave them my card number and they told me that the reservation had been confirmed, gave me a confirmation number, and told me that they were now going to transfer me to the regional office where I would be told where and when I could pick up my trailer. They also gave me the number of the regional office "in case something happened".
The transfer went through, someone picked up the phone and said "U-Haul, HOLD" I waited and watched the clock tick away for 15 minutes until 7:05 pm. I called them back at the number and got no answer. I called the national office and told them what happened and they said "Oh, they probably are closed now, you’ll have to call them in the morning when they open, probably at 9:00am". I went to Manchester NH to crash at my brother’s place because there was no place for me to sleep comfortably in Boston, and it was just better anyway.
So the next day I get up and call the regional office. I get immediately put on hold where I wait for 15 minutes. I try the national office, telling them that I have to get underway because I have a long drive ahead of me. They seem to understand and tell me that they will transfer me to the regional office and not disconnect until they get someone. I wait a bit, they tell me that the number is busy. They put me on hold where I wait for another 15 minutes. I call back, they tell me that they will transfer me right through. This time I actually get someone at the regional office that does more than put me on hold.
Me: Hello I have a reservation, my confirmation number is #######
Her: Ok, Mr. Someone who isn’t me.
Me: No, that’s not me, I am XXXXXXX.
Her: I don’t have anyone by that name in the computer.
Me: Try the number again #######
Her: Oh, OK, I got it here, what can I do for you.
Me: I need a tow dolly.
Her: We don’t have one for you.
Me: What?
Her: We’re still processing yesterday’s reservations, we haven’t gotten to yours yet.
Me: Can you process it? I need to get this thing underway.
Her: You’ll have to wait. Call back in a few hours.
Me: No.
Her: (angry) EXCUSE ME? WHAT?
Me: I don’t think that was too hard to understand, I said ‘NO’ I am not going to call back in a few hours, I need to get this going, now I want my money back and I am not going to do business with you people anymore.
Her: I can’t give you a refund, you’ll have to wait 3-6 days before that’s processed.
At this point I could take no more and hung up. After a period of raving to my friends in the room I decided to call another U-Haul store in the Manchester NH area. Hoping that maybe people in NH would be a little more reasonable.
At first it sounded like I was doing better, the first store didn’t have one, but sent me to a store that did. I called, gave all the info, and she doesn’t usually have them but right now they do h ave one. I asked if I could apply the money from the reservation that I had already paid for and she said she’d see what she could do. My brother told me that he’d cover me if I needed the money and we headed out to Derry.
As soon as we pull in and walk into the store, she comes to the desk with the paperwork and looks over my shoulder to the van parked about 150 ft away. "You can’t tow your van with that, it’s a class 1 hitch and it won’t work."
Me: What do you mean? That’s a class 3 hitch.
Her: No I can see from here, it’s attached to the bumper, it will rip right off.
Me: We’ve used this van to haul bigger vehicles than that.
Her: Doesn’t matter, it’s a class 1 hitch, it’s not strong enough.
Me: Well credit my account back so I can go rent one from someone else.
Her: I’m telling you, you can’t haul with that hitch, it’s not strong enough.
Me: Look, I’m through doing business with you here, now give me back my money so I can go to your competition and get a trailer.
Her: I can’t give you your money back, you’ll have to call the national office.
I left. I went to Taylor Rental across the street, who told me that they’d rent me one if they had one but they do not and my best bet would be to try the U-Haul place across the street. I told him what she said about the van not being able to haul the trailer and he told me that they don’t know what they are talking about. We went back, pulled closer to the door and my friend went in to get her to look at the hitch.
At first, he said, she wouldn’t even come out to look at the hitch. After a while he got her to leave the store and go look at the hitch, and he got down on the ground to show her that it was attached to the frame and not the bumper. She refused to get down to look at it and went back into a store and showed him a book of pictures of trailer hitches. "These are class 2 hitches, and you need at least that to tow. Your’s is a class 1 and that’s the end of the conversation."
"No" he said, "That’s not the end of the conversation, (at this point some guy who either works there or was visiting came out from the back and folded his arms across his chest, we can only assume he was trying to be imposing, but since he was outweighed by one of Chris’ legs, the show of force did not have the effect it was expected to have. Possibly irrelevant, but I thought I’d throw that in there) I know what a class 2 trailer hitch looks like I installed one this week, do you install hitches?"
Her: "No"
Chris: "Then I really don’t see how you know what you’re talking about"
Her: "Look right here, this picture shows what a class 2 hitch looks like"
Chris: "I don’t care about the book, I’m telling you that van can haul this"
Her: "You’re not getting the tow dolly, that’s all there is to it."
So that’s where it ended up, I didn’t get the trailer. I finally got my van back by other means. And after overdrawing my bank account with unauthorized charges, I got my money back for the deposit.
I do know one thing… If I have to push that thing home with my bare hands I will do it before U-Haul gets one more penny of my money! I am prepared to do whatever it takes, just as long as I don’t rent from U-Haul ever again, no matter how hard it is to move my stuff without one.
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