Moving Disaster and Customer (Dis)service U Haul
Why So Many People Hate U Haul U Haul I have used U-Haul on several times and have almost every experience became a disaster. I will save you all the details but here is the sum...
U Haul Disaster U Haul After reserving a trailer well in advance of a family move, for a 7 a.m. start, U-Haul did not call to provide the pick-up point. The local...
I recently accepted a new job which required me to move across the state. Since my moving expenses were going to exceed my moving allowance,I priced the various do-it-yourself movers and decided to go with U-Haul since it was the least expensive (cheapest!) of the movers available in my area. I wish I had seen the opinions on this website before I rented. I picked up the truck (24′), packed it an left without incident.
About 2-3 hours into what would be a 6-8 hour trip I was driving down I-40 near Durham when the front passenger side tire blow out. I was doing the speed limit and was able to keep the truck form flipping (something that the repairman said was miraculous). Anyway, the tire explosion also blew off part of the passenger side of the truck. I called U-Haul’s customer service number and they dispatched someone to help me. He was unable to take the old tire off because one of the bolts holding the rim on was stripped. The repairman had to go get a new tow truck and tow the U-Haul to his shop. There he sawed the bolt off and replaced the blown tire. He also duct taped the front of the truck back together.
I travelled on for several hours without incident. Around dusk I turned the truck’s lights on only to find that none of the lights worked. I pulled over to a rest area and again called U-Haul. Many calls and 3 hours later a repairman showed up. He could not figure out what was wrong with the lights. Power was flowing but nothing worked. He tried replacing lights and fuses.
Finally, at midnight, 12 hours after the start of my trip, he offers to take me to a budget motel where I could spend the night and drive the rest of the way the next day during daylight hours.
The next morning I set off and just about had completed my trip when a rainstorm broke out. You would have thought I was driving a convertible - water just poured into the cab of the truck. I did not know whether to laugh or cry at this point, but I was soaking wet. My ordeal took over 24 hours. The truck’s license plate had also been expired for almost a year.
I returned the truck the next day to the local U-Haul center and explained my ordeal. The dealer gave me a credit for my motel room but in response to my inquiry for some sort of credit for the rest of the ordeal he angrily said "Well, you made your move didn’t you?"
I then called U-Haul customer (dis)service and described the trip. I was told that a customer service rep would call within 3-4 business days. The rep finally called and left me a voice mail message. I promptly returned his phone call only to be told by someone else that this particular customer service person is very busy and I should call him back again.
Well, call I did - close to a dozen time and never got to speak to the rep about the issue. The closest I came was when he asked for a weekend number so he could call me when he worked the following Saturday. He did not call. I even wrote the CEO of U-Haul (by this time I was as mad about the poor customer service as I was about the truck) but he failed to respond.
I kept calling only to learn that the customer service rep to whom my claim had been assigned no longer worked in that area. Thus, I had to start the claims process anew. U-Haul contacted me with an offer to resolve my claim only 3 months after I first complained. All they offered was a $40.00 certificate good for anything at my local U-Haul. I told them thanks, but no thanks as I was never using U-Haul again. Later, they offered a $150.00 credit. I am still considering this offer -but it is not even half of what is in dispute and does not even begin to compensate me for time spent with their poor customer service.
My word of advice - never use U-Haul.
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Tags: mover, movers
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