Uhaul Story

UHaul Northampton, MA U Haul

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Summary:

I rented my UHaul Truck from Northampton, MA and I think their poor service was specific to them. Their staff appeared to have no motivation and were not friendly. Their staff in other regions were much better.

Detail:

Both a friend of mine and I contacted UHaul to ask for a refund for the extra miles we used because of their poor service. They DECLINED. Below is the email my friend sent to customer service. Its entertaining and describes what happened.

Dear Suzanne,

I am writing on behalf of my friend, [NAME], who had a miserable experience with your company while attempting to move from his apartment in Amherst, MA to New Jersey. I had a first-hand look at this situation as I was with him almost every step of the way in this process.

I know that [NAME] had reserved the truck of 14 feet from U-Haul of Northampton, MA for a specific pickup time well in advance of the day of his trip. He even called on the eve of the moving day to ensure that the truck would be ready at that time. All indications from U-Haul of Northampton were that everything would be ready on time. Unfortunately, when [NAME] showed up to pick up his truck at 10am like planned, he was told that it was being taken in for repairs. This is absolutely UNACCEPTABLE!!!! First, if the truck was in such bad shape, [NAME] should have been notified of this the day before when he called to verify this very matter. Second, once this problematic situation arose, the U-Haul employees at Northampton should have been at least somewhat sympathetic to the unfortunate nature of the circumstance. Instead, they were extremely unhelpful and rude.

Once it was established that [NAME] would not be able to use a truck from the Northampton location, he was sent home to wait until they could find another truck he could use. He was told he would be contacted within 90 minutes. Sure enough, 90 minutes elapsed and there was no phone call. [NAME] was forced to call the office himself to find out the status of the new truck. By this time, no one was surprised to learn that the only truck he could use was located in Brattleboro, VT….almost an hour drive away…..and the truck, at 10 feet, was smaller than the one he had reserved in the first place!!!! This, again, is UNACCEPTABLE!!!!! You will never convince me that another 14-foot truck was nowhere to be found within an hour of Amherst, MA. Never. It is my belief that this situation arose due to the pathetic employees at the Northampton office who were unwilling to really search for a truck for my friend! to use - even after all that they had put him through to this point. By the time we picked up the truck in Brattleboro, VT it was nearly 3:30pm. Keep in mind that the truck was supposed to be picked up in Northampton, MA at 10am. By the time we got back to Amherst to begin packing, it was roughly 4:30pm. The horrendous mistakes made by U-Haul cost my friend 6.5 valuable hours.

Due to the delay, and the fact that, after a morning full of harassment by U-Haul then an evening of packing, everyone was too tired to drive, the trip to New Jersey had to be put off until the next day.

All in all this was one of the worst displays of customer service I have ever witnessed. I don’t care if you offered my friend 100 extra miles without charge. That is the VERY LEAST you could have done. The fact of the matter is, this never should have happened at all. If [NAME] was told the day before the trip (when he called to verify) that the truck was broken down, he or you could have begun finding a replacement. Instead, U-Haul decided to wait until the last minute to break the news. Also, where is the reimbursement for the extra miles that were driven just to pick up the truck?!?! Instead of driving 10 minutes to Northampton, MA, we had to drive 60 minutes to Brattleboro, VT!!! Where is the reimbursement for the lost time? Instead of beginning to pack at some time around 10am, we were starting at 4:30pm!! Where is the reimbursement for the fact that! The trip had to be postponed until the following day? Does U-Haul even care that their customers might have schedules they need to follow? A lot of planning goes into these sorts of trips and the impression that I got was that U-Haul could not have cared less about our situation.

Think about how you might feel if this had happened to you….

From all that I have seen I can guarantee you that neither I will never use U-Haul’s services in the future. In fact, I will also do my best to tell everyone that is even thinking of using your service to think again.

If you are thinking to yourself right now that my opinion does not matter and that it will never effect the company overall, then that’s fine. That is precisely why I will never use your service….you simply don’t care about your customers. If you are truly sorry for the trouble you caused, I would love to hear about it in the form of some sort of apology letter.

Thank you and have a great day.

Sincerely

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Tags: packing