Stranded in the Mojave w/U Haul U Haul
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This is a condensed copy of the e-mail sent to “customer service” 8/2/07. As of today, 8/20, I haven’t received the follow-up that was supposed to take 2 days.
Good afternoon:
My family has used U-Haul many times … We never had a problem before, but apparently that’s because we never had a breakdown before.
I’ll keep the story as short as possible; the recordings of numerous calls to and from your “Customer Service” dept should be self-explanatory.
On 7-9-07, we had a breakdown in the Mojave Desert … and for the next two hours, I begged for someone from U-Haul to help us. About a dozen of your staff gave me the runaround, including Crystal, Teresa, Deborah, Jairo, and the worst of the worst, Ivan. I repeated the same info to each one, like a parrot, telling them that cell phone reception was iffy and that we were stranded in the desert.
Finally one woman tried to help (unfortunately I don’t have her name) after I asked if she was sitting in air conditioning; I reminded her that I was sitting in the desert wishing someone would come and help me. She said she’d call a tow truck and call us back. Sadly, cust service went from bad to worse. The (supposedly) nearest towing co was 120 north of our location, in Carson City, NV, but our destination was Bakersfield, CA, to the south! We started the day in Gardnerville, NV; taking the truck to Carson City would have actually taken us through Gardnerville, and still farther north. To make matters worse, it would have set us back an entire day, and your rep told me that U-Haul would not pay for a motel.
After more than two hours, a policeman stopped and repaired the U-Haul truck, getting us back on the road. I was thankful that someone cared. A few minutes later, the towing co phoned, saying they could be there in three hours. He then asked if the truck was empty. We told him no, and that we’re towing a car. He said that the U-Haul rep told him that the truck was empty, and that he couldn’t tow a full truck. Thank GOD we didn’t wait three more hours in the desert to receive that news. By the way, the tow truck could only take two passengers, and there were three of us. What did your employee think one of us would do–sit by the desert hwy and wait for a cab?!
And, what did your staff think we’d do with the car and dolley–leave them along the hwy for someone to steal easily?
A few hours later, the truck broke down again. Ivan, the worst employee in the worst company, made it pretty clear that we were on our own. Luckily, we were just 140 miles from our destination, so we took it upon our ourselves to get the truck running again.
First, this truck should not have been rented one-way. The origin dealer commented that he was giving us the truck that doesn’t overheat (the poor sucker who came in after us must’ve gotten that one). …
Second, not ONCE did anyone from U-Haul ask if we were okay; whether we had water; whether any of us were high risk: very old, very young, pregnant or in poor health.
… Finally, I’m requesting that every penny I paid to U-Haul be returned to me. I was rented a truck that should not have been on the road, especially one-way. This neglect put my daughter, her husband and me in a dangerous, life-threatening situation that could have ended very badly. Your staff didn’t care and was completely uncooperative, and we were worried and afraid. … I think it goes without saying that next time, we’ll call Budget.
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