Moving out of Denver? Think Again. U Haul
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To just think, hear or even see anything associated with the company named “U-HAUL”, makes me want to vomit and shout obscenities out loud. In a moment, I will tell you the nightmare, horrible experience my wife and I endured with this moronic company. Let me warn you now, if you are thinking of moving in the near future and are maybe going to use a vehicle from U-HAUL, don’t even think about it!
This company can and will most likely leave you out in the cold with absolutely nothing for you to move your household goods with. They did it to us and made no apologies whatsoever. If you are going to move, call RYDER/BUDGET/PENSKE and don’t even look at the ad for U-HAUL.
This epic began in early month of April 2002. My wife and I were moving from Denver to Oklahoma, she accepted a new job that started May 1st. We compared prices online for our move and found that U-HAUL had the cheapest price for our move. Having found the web site for U-HAUL, we did everything U-HAUL asked on their web site for making an online reservation. The date of our move was April 25th (a Thursday) thinking that more than likely there were many other people wanting to move also on the last weekend of the month. So we figured that we would have a better chance of getting what we need on a Thursday vice Friday. We made this reservation 2 weeks in advance online and the U-HAUL website made no indication that the reservation would be a problem. The online website for U-HAUL also states that a U-HAUL representative will call you 24 hours prior to your reservation date to confirm where and when to pick your U-HAUL vehicle. Also that there is a $50 cancellation fee for canceling your reservation the day of your reservation.
(I will mention this more later)
The date is now April 24th, our house is almost half ready to go as we cannot pack more things until we get what we have packed out of the house. Roughly between 3 and 4 p.m., my wife tells me that U-HAUL still has not called to confirm where to pick up our vehicle. Okay, let’s give them until 6 p.m. and if they still haven’t called, we will call them. Still no call from U-HAUL at 6 p.m. Okay, let’s give them a call. Calling the 800 number for U-HAUL you do go through the annoying recordings of which button to push so they may help you better. Then a voice comes over and says “How may I direct your call?” (Didn’t I just push a button for that, get used to “How may I direct your call?” each time you call.) When finally reaching a reservations agent and giving her our reservation number, she told us that they didn’t have a vehicle for us in the area where I live in Denver. Okay how about somewhere else in the Denver Metro Area? (Here is where I find a how inept U-HAUL is) She asked me if I made my reservation in “Denver north” or “Denver south”? I told her Denver north. (Since I live in the north end of Denver, I selected Denver north to reserve a U-HAUL vehicle online, common sense right!) She told me that they can only look for vehicles in the Denver north area since that is where I made my reservation. Well ma’am, didn’t you just tell me that there are no vehicles in the north Denver area? Yes sir, was her reply. I then asked her if we could look in the Denver south area to see if they may have one available for me tomorrow. (You won’t believe what she said next) I’m sorry sir, you cannot have a vehicle from the Denver south area since you live in the Denver north area. She then told me I will have to call the regional office in the Denver north area in the morning (the day of my reservation) to coordinate a pickup location and time for you. She also stated that she left a message for them to call me at 8:00 a.m. MDT regarding my reservation. So with that, I figured I would go to sleep and get a fresh start with this tomorrow morning.
The morning of April 25th has arrived, our move day and it is now 7:30 a.m. I waited just after 8 a.m. to and still did not receive a call from anyone at U-HAUL. Okay, here we go again, calling the Denver regional office, they put me on hold each time and didn’t even let me say hello my name is? After about two hours of that, I called the 800 reservations number for U-HAUL once again and heard “How may I direct your call?” After telling another person the entire story they told me I need to contact my regional office in Denver. I told them I have tried that for over two hours this morning and they do not answer. I kindly asked if they could call them to see where I stand today with my reservation. They told me they could not do that. I then asked to speak with a customer service manager or supervisor. The person on the other end had the nerve to ask why? She then put me on hold and after about 5 minutes of wait time I hear, “How may I direct your call?” !@#$%$? You have got to kidding me right! I then had to explain this entire situation once again and I asked as kindly as I could to talk with a supervisor or manager. The person on the other end stated to me “I understand how you feel, what can I do to help.” WRONG ANSWER!!!!! I told this person that you have no idea how I feel and I want to speak with a customer service manager or supervisor NOW! Not later, not after his or her break, do not put me on hold or transfer me to the Denver regional office, NOW!!!
Finally a manager did get on the phone and I told her my total disgust with the entire situation and asked her how U-HAUL could resolve this situation. She told me there is nothing she could do. I asked her if there is someone at her facility that could sit and help me look for a vehicle in the entire Denver Metro Area, I told them I would go and get the vehicle myself and no cost to U-HAUL. She said there is no one there to help me. (This is beyond imagination) My tone at this point was far from kind, alright how about Ft. Collins, Loveland, Longmont, Boulder, Colorado Springs (these are cities all along the front range north and south of Denver. “I’m sorry sir, there is nothing I can do,” she said. This went on and on for hours back and forth with no result of any kind.
About 1:00 p.m. I told my wife to start calling Budget, Ryder and Penske to see if they could accommodate us today with a rental truck. She got right on the phone as did I and the personnel at these companies were a breath of fresh air compared to U-HAUL. After three hours from our first call to Ryder Truck Rental, these people went out of their way from national to regional and found us a truck in Denver. We told them our horror story from U-HAUL and they bent over backwards for us. It cost a bit more but my wife or I didn’t care at this point.
All during this time I still didn’t not receive any type of word from U-HAUL on the status of our reservation. So at 7:45 P.M. I called U-HAUL to cancel our reservation since it was definitely past the close of business hours. I called the U-HAUL 800 number once again to now cancel our reservation. I told another poor soul that I still did not have a truck and I wanted to cancel my reservation. He told me that I would be charged the $50 cancellation fee for canceling the reservation the day of. DID YOU NOT HEAR ME YOU IDIOT! I STILL DO NOT HAVE A TRUCK AND IT IS NOW 8 P.M.!!!!!!!! (Are ready for this one) He also told me that he could not cancel my reservation, only the Denver North Regional office could and they are closed for the day.
Well No Sh_T Sherlock. He said that I would have to call them in the morning. AAAAAAAAAAAAHHHHHHHHHHHH!!!!!!!!!!!!!
The next morning, I did call the Denver north Regional office to cancel, wouldn’t you know it, the kept putting me on hold. Once again, I had to call the national reservation 800 number with “How may I direct your call?” to get to the regional office so they would pick up their phone to cancel my reservation for the day before. Never again.
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