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U-Haul is as synonymous with self service moving as Kleenex is to facial tissues. Therefore who did I decide to call for moving day? Little did I know what a mistake I was making . . .
I placed an online reservation with U-Haul on Saturday May 10th, I wanted a 17 foot truck by next Saturday, May 17th. Simple enough right?
Anyway, Monday rolls around, no call backs so I call them. “Ok sir someone will be calling you Tuesday”
Wednesday rolls around, nobody called. I call customer service again. Real snippy guy answers the phone saying “Well someone will call you by 6 o’clock on Friday” Ok fine. I don’t quite understand why they can’t call me earlier than that but whatever, so long as I will have a truck to move with.
9pm on Friday rolls around. Haven’t received any calls. I call customer service again. “Well . . . we experience high call volumes on Friday” (Why then did they decide that they should call me back on Friday? Wouldn’t Thursday be a smarter choice for them?) “You need to deal with our regional office for your area, here’s their number ask for the manager her name is . . . They’re closed right now though. They open at 7am on Saturday”
At this point I’m thinking “Great we’re just running it up to the wire aren’t we? I was hoping to have the truck by that time and be loading it up.” This was especially imperative because I had appointments with the phone company and the cable company to keep by noon.
So I call the regional office at 7:20 am (gotta give them time to settle in n’stuff right? No one appreciates a complaint call right when they sit down)
“Hello! May I please speak with the manager whose name is . . .?” “Why?” “I was told by customer service that I should call this number and speak to that manager” “Well sir I can’t just give you to the manager. If we had to send every customer to the manager for every little problem then there’d be no reason for me to be here. What’s the situation” Okay she had a valid point so I explained the entire situation to the lady on the phone and asked “Now after all of this and dealing with really snippy operators and everything else . . . Why was an attempt to contact me never made?”
She replies with “Well we e-mailed you with your reservation information sir”
I say “Ok that’s all fine and good, I never received it but oh well. I guess the real issue is why was I never contacted despite numerous calls to customer service?” (sidenote: I found the uhaul e-mail later in my junk mail filter oops however it offered no more information than what I found by calling customer service)
She says “Well our procedure is to e-mail you if you provide an e-mail address”
I say “But when I call and request a call back then I expect a call back especially considering I was told by them I’d be getting a call back”
She says “Well I don’t know why they would’ve done that”
At this point I was getting angry. I just said “Ok look all I need to know is do I have a truck, what dealer do I pick it up from, and do you have their phone number” She gave me all the info. They were supposed to be open from 9-12.
So I wait until 9 rolls around and try calling. Using the first number the phone just rang and rang and rang. The second number was a pager service. I left a message there requesting to know if they had a truck for me and when I could pick it up.
10:20 rolls around, no call back from this place. So I call U-Haul’s regional office again. I get a different operator this time “Oh we have a lot of problems with this dealer let me try calling . . .” For 15 minutes she’s trying to get ahold of someone there. She couldn’t. “Maybe a different location would be good for you? We can get you what you need in one of these towns . . .” (all of the towns were 30 minute to hour and 30 drive away) “You’ll need to increase my mileage allotment for any one of those.” “Well this place that we’re trying to get ahold of is open from 9-12 just stop by and they’ll get you going” “Ok fine, before we hang up let me tell you everything that’s been going on with this . . .” At which point I told her the entire situation. I got a lot of fake “oooohhhhhh I’m so sorry . . . That’s terrible . . .” etc etc etc. When I realized I wasn’t gaining anything by telling her this we said our goodbyes and hung up. In retrospect I should’ve said “You really couldn’t care less could you?” Wonder what kind of a reaction that would’ve gotten. Had I known what was coming next I would have.
So I head down to this dealer. Guess what. The hours are clearly marked 9-12 for Saturdays on the door but no one’s there! The door was also locked. I guess that ruined any plans of breaking in, taking a key to the truck and taking off . . .
More ticked off than before I drive back home and call the regional office back. The person that answered was the first lady that I talked to at 7:20am “The dealer you sent me to is closed. Their hours on the door state that they should be open however there’s no one around.”
At this point the lady says that I can get a truck in a town about 4 miles away from where I was now, why this wasn’t suggested before I ‘d love to know. The catch was they don’t have any of the dollys or furniture pads I requested there. I was so angry right about now I didn’t want to deal with them any more, as far as I was concerned after going through all of this I was not going to drive a truck advertising U-Haul on the side of it and they weren’t going to get a penny from me. I’d sooner carry everything on my back and walk the 35 miles. I put the phone down and said loudly enough to someone else in the room for them to hear “What do you think? Uhaul doesn’t have any of the equipment I requested. Should I just use another company?” The other person in the room said “You’re kidding, after all the garbage you just went through this morning? Cancel it!”
Then I picked up the phone and told her “I want to cancel this and I do not want to be charged for anything” “I understand, I’ll put that through right now.” “Thank you. Just so you know I will not be coming back to U-Haul again” and I hung up. As I was looking up the phone number to my credit card company to be sure that U-Haul can’t charge me one red cent the phone rings. The number comes up on the Caller ID as Unavailable.
Jokingly I think to myself “Bet it’s U-Haul calling back” knowing that can’t be the case, it’s probably yet another telemarketer. Well sure enough “This is the U-Haul operator that you just hung up on. I’m a little confused. You tell me that WE’RE acting unprofessional (I never said unprofessional in any of my statements FYI) yet you hang up on me? I’ve done nothing but try to help you today” (By now four hours have passed since I originally called her. If she’s done nothing but try to help me today then I wonder how she would’ve filled her day had I not called . . .)
I was so furious that she called back yelling at me that I replied with this “I’ve been trying for a week to get everything taken care of. I’ve called repeatedly trying to get a status”
She says “Yeah well you called the wrong number”
“No one gave me that information. They kept telling me that I’d receive a call”
“Well I don’t know why they did that. The dealer that was supposed to call you causes us a lot of problems. Why did you hang up on me?”
“Because the conversation was over” Then as soon as I said that I hear a click on her end of the line.
Looking back on it I should’ve also explained to her that the customer isn’t the one who’s supposed to act professional. I should’ve also mentioned that it’s interesting that the only time that U-Haul calls me is to fight. Not to tell me how things are progressing with my reservation. I think someone has a backwards idea about what customer service is. I’m fairly certain that it’s not me.
Funny thing is, I might’ve just been ticked for a little while and forgotten about this entire experience however that call back from the U-Haul operator did just enough to leave me fuming and tell everyone I know my experience with U-Haul. Interesting thing was, there are a lot of other horror stories about U-Haul floating around. Very few people were happy with them. Many more friends and family have now sworn never to use U-Haul for any of their moving needs. I hope that was this operator’s goal!
My next call was to the credit card company to make sure that no charges from U-Haul come through.
After that I called around a bit looking for trucks to rent, of course no one had anything worth renting.
So how did I move? Two Subarus, a Chevy, a Ford, and an Infiniti. :p At least we managed most of it in one trip . . . No dollys however. Now THAT was interesting moving heavy furniture from the ground floor to a 3rd floor apartment without dollys.
Next time I’m hiring movers. Moving day is stressful enough without having to deal with this kind of thing!
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