Not only did they send me to a non existent location…. U Haul
What course of action can Uhaul take against you if they claim that you owe them money? If Uhaul claims that you owe them money, and you disagree, what can they do ... besides "send it to collections"? Can they call the police...
A horrible experience U Haul So I made a reservation about 2 weeks in advance on-line for a one-way trip. I received my confirmation call the night before and I confirm...
Here’s my letter to U-Haul headquarters in Arizona after my completely unacceptable customer service experience:
I am writing to express my extreme dissatisfaction and disapproval with your customer service the weekend of September 23rd, 2005. I wasted much time, effort, and money trying to solve issues caused by your incompetent customer service representatives, not to mention wasting valuable time, effort, and money of my family and friends. I was very disappointed and frustrated by the inexcusable treatment in which your representatives employed at these particular branches serves its customers. Below is a timeline of my schedule that weekend that underscores the incompetence, poor communication, lack of knowledge, and general disregard of customers of your customer service representative staff:
9/22 (Thursday): I made an online reservation for a 17’ truck to be picked up on 9/25/05, Sunday, at the preferred pick-up location, 151 Linwood Street, Somerville, MA.
9/23 (Friday): I received an e-mail confirmation that I will pick up a 17’ truck. The e-mail specified that I will have received a call by 5 p.m. on Saturday, the day before the pick-up day, to schedule an exact pick-up location and time. When I called the Somerville U-Haul office to confirm my reservation, the representative told me that I did not have a reservation at all. I emphasized that I did indeed have a reservation and that it was for Sunday, which was in two days.
9/24 (Saturday): I chose online my drop-off location at 1 South Golden Street in Norwich, CT. I then called 617-625-2789, which was the only number I knew to call at the time, to confirm my 17’ truck reservation since I did not receive any such phone call. The customer service representative did not have my reservation of a 17’ truck. She saw in her database system that I had reserved a 14’ truck, which was clearly incorrect as I did receive confirmation that I was able to pick up a 17’ truck and a 14’ truck would not suffice. I told her that I had an e-mail confirmation number if that would help her to find the correct reservation. She then responded that U-Haul does not use reference numbers to look up information, and that whatever was in the database system was what record she had of reservations. This customer service representative did not show any respect nor regard for me; she even broke the company rule to offer me a substitute of equal or of greater size equipment. I was then told to contact the pick-up location for confirmation of 17’ truck. The pick-up location was at 2480 Massachusetts Avenue in Cambridge. I called 617-354-0500 at this pick-up location and confirmed my reservation of a 17’ truck.
9/25 (Sunday): I spent much of the morning searching for 2480 Massachusetts Avenue, which does not exist. When I called the pick-up location at 617-354-0500 to verify the address, the representative confirmed that the address that I was given was incorrect and responded that she had no idea as to why the U-Haul Somerville office gave me the wrong address. She then gave me the correct address of the pick-up location, which was 844 Main Street, Cambridge. I ended up arriving 45 minutes late to pick up my truck at 844 Main Street. The nonexistent pick-up location not only inconvenienced me, but also my brother and my father. I wasted much time, energy, and gas to find this nonexistent address given by the U-Haul representative – and even more time, energy, and gas to find the proper location. I was already stressed from being late to pick up the truck, and finding the correct location added to the stress and confusion.
At 10:30 a.m., I arrived at the 844 Main Street address. Only one customer service representative was working at the time; that she had to answer phones and wait on customers simultaneously was a serious staffing error that caused delays. A customer who aimlessly wandered in back of me decided to cut in line in front of me. At 10:45 a.m., I was able to confer with the customer service representative, who was able to reserve 17’ truck for me. The customer service representative was efficient, but she did not maintain order in the office, as she was distracted by other phone calls as she was handling my transaction. I felt extremely frustrated with the poor and incompetent service U-Haul showed so far today.
At 11 a.m., I headed home. On the way home, I noticed that the rental contract states that a suitable drop-off location must be scheduled with a phone call. I was not notified of this agreement prior to my reading. By now, I was not inclined to think that my drop-off location would go smoothly.
I then called U-Haul at 860-887-2553 to confirm my drop-off time and location. The customer service representative, Shakira, confirmed that the drop-off time and location I had already chosen would indeed work. When informed about rule in the rental contract that a suitable drop-off location must be made, Shakira did not know about this procedure. This discrepancy in the contract and in the lack of knowledge about the contract highlights the poor service in your representatives. I wasted valuable time on the telephone and on the computer trying to solve issues that your representative could not answer.
As you can see, the incompetence of your customer service representatives caused much inconvenience and hassle in my schedule, my brother’s schedule, my father’s schedule, and my roommate’s schedule. I hope that your company is cognizant of the impressions that your representatives can leave on your customers. Your representatives exhibit poor communication skills, a lack of knowledge about the rental contract, and such low tolerance for its customers, not to mention that your database system is severely deficient as a timely and correct manner in handling its reservations. If your company wants to display this level of quality in customer service, I can assure you that the company’s brand name reputation and recognition will falter. Additionally, I hope that this letter will help you to correct this situation, as I most certainly will not plan to rent another U-Haul truck, nor will I encourage others to rent from you, as I have never encountered such inconvenience and inconsideration. I demand a full refund of $184.00 for compensation for such unacceptable quality in customer service.
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Tags: rental contract
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