Must Read Before Renting U Haul
good experience U Haul We recently had to move our stuff from KY to TN. Obviously, our car was not big enough for the move, so what better option was there than to...
U Haul U Haul If you want to know why I prefer renting a truck instead of having a moving company move you, then please read my opinion on Ryder trucks. ...
Usually, I call about a week in advance to reserve and have never had a problem. This time I reserved online two weeks in advance, since it seemed more expeditious and efficient. I was told via email that my reservation was accepted and that a customer service rep would call me by 5pm the day before I was to pick up the truck to tell me where and when to secure the vehicle (as a side, this is a bad practice, as logic dictates that renters may need to ask friends/family for assistance in moving and having to wait until 5pm the day before scheduled move to work out plans is ridiculous and inconsiderate).
The day before my scheduled move I never recieved the call from U-Haul as promised by 5pm. I called them at 5:30 and was told that the truck I was to use had yet to be dropped off. I stated that U-Haul, in writing, states that a call will be recieved by 5pm. The rude service rep informed me that that practice occurs only if a truck is available (this was not and is not stated anywhere in the reservation confirmation). So, basically I could be sitting around for three more days waiting for a call if my promised truck is still not available??? The service rep then promised that someone would call back in a couple hours.
I finally received a call back. This service rep was actually nice and informed me that the truck would be available for pick-up by 10am at a location closest to my house. Needless to say I was (momentarily) happy. About fifteen minutes later I receive a call from a local U-Haul center confirming that I was scheduled to pick-up a truck at 4pm at a center about 15 miles away from my house. I told the man that I was just given a different story and he basically told me the customer service rep was mistaken and to take it or leave it. Well, I was just happy to finally have a truck, so I accepted the inconvenient offer.
The next day rolls around and I go to pick-up the truck, 15 miles away in the cold rain. I walked into the rental center and met with one of the most discourteous, lacksadaisical and uncaring individuals ever to grace the earth. He left me at the counter for approximately 15 minutes. Upon return, he told me there was no reservation at the location. I was about to lose all ability to control myself, but knew that blowing up would only cause these fools to become more uncaring about my situation. Thereafter, he returns again to inform me that my truck was actually at the prior location (the location closest to my house). I just bit my tongue and walked out. I didn’t even receive an apology. On the way to my car I ran into the nice customer rep that helped me the day before. For some reason she knew who I was and began to apologize profusely. That was okay, but apologies at that point weren’t going to get me moved before midnight. U-Haul’s way of making it up to me: a coupon for a few dollars off my bill.
I drove 20 miles and finally secured a truck. It is now approximately 5:30pm and I haven’t even began to move. The rep at the center gave me the keys and told me that the truck had checked out fine and had a full-tank of gas. She also told me that my return time was the next day by 5pm (although, I was going to return the truck that evening at another location). Well, about a mile and a half down the road the gas needle falls down to a 1/2 tank and the engine light comes on. I get home and call he U-Haul rep that had just assisted me to explain the situation. She tells me to put her initials by the gas gauge on the rental form and mark it 1/2 (I knew in my mind that this was not going to fly later, but it was already so late).
After my move, I dropped off my truck across town using the night drop-off and made sure the truck had more than a 1/2 tank. Thereafter, a few days later, I checked my credit card statement. Lo and behold, I was charged an extra $100 for fuel and another chunk for dropping my truck off late. I calmly called the drop-off location and spoke with a rep that was the epitomy of cluelessness. He was of no help, didn’t want to help, and blew me off. I was told to call back the next day to speak with the manager.
I knew speaking with the manger was going to be useless, so I wrote a letter online to the customer complaint department and wrote an email to the president of the company (which I am sure he receives a million of and has a canned response for). After about two weeks of speaking with three different people I was finally given a refund for the overcharges. How convenient that the drop-off location couldn’t find the receipt I had dropped off with the keys with the fuel correction or that the rep at the pick-up location didn’t remember me at all (even though she spoke with me at length about the whole days events prior to me picking up the truck).
Well, I was just so happy to have a positive resolution. I don’t know why U-Haul decided to do the right thing and refund my money (it does not sound as if they make amends too often). I did make a point of telling them that they are a public company and maybe the fact that I work in the stock market industry made there ears perk up and listen a bit. Someday, this company may straighten up, but I think that will only occur if people just stop using their trucks.
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...
Almost a Smooth Move U Haul Recently I relocated about 350 miles. My move was done over Labor Day Weekend and it was a little difficult to get a reservation for a truc...
25 mins just to get an agent! U Haul This is my first review, i came here researching truck rental companies AFTER i had reserved with U-HAUL. I have just cancelled my reservati...
U Haul is handling my problem poorly U Haul (Please see the end of this review for an update: my problem was finally resolved) I rented a U-Haul 17 foot truck for a short local move...
It worked for me… U Haul After reading all of the negative reviews of U-Haul on Epinions, I was terrified to rent from them. Luckily, my experience wasn't like othe...
I Was Afraid With U haul, The Actual Experience Was Great! U Haul I have read so many bad reviews about U-haul and it had been years since I had rented one. We have been making a move for the last two week...
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