U Haul: A Company I would like to “Haul” Right into the Grand Canyon to Disappear U Haul
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As my fiancé and I pulled into our apartment complex to park our car, we noticed the big U-Haul truck in front of our apartment. We both rolled our eyes and walked inside. Well as I try to get out at least 2 times a week, we will go for a short walk to the mailbox or to fill our water jugs. As we came out of our apartment an hour later, there was a tow truck taking the U-Haul away. We both laughed as we knew the experience ourselves and here it is….
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THE DAY OF THE MOVE
It was the end of August of 2001 when my fiancé and I had decided to move into our apartment. The heat was miserable but we just grinned and knew that there wasn’t that much stuff to move.
We had rented the mid-size U-Haul at the cost of $29.95 a day and we got talked into some insurance deal as well. I also know we asked for a dolly and that was another $5.00. I had used U-Haul before as my fiancé did when he moved down here and we both had pleasant previous experiences. When we were done discussing all the information with the U-Haul representative, it didn’t seem like this move would cost us much at all and we were pleased we the expense. At this point we were both living check to check as many of us do these days.
Anyway, he lived in Glendale, about 45 minutes away, and I was only a mile away from our new place. We picked up his stuff first and then we knew my place would take two trips so we stopped by to get a few things there as well. It was an exciting day for both of us, as he had never lived with a woman before and well it was a place we could BOTH call “HOME.”
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THE NIGHTMARE BEGINS
So our first trip went fine and we loaded our stuff off of the U-Haul and went to my apartment for one more trip. It was on the way back to our new place, that huge one mile drive where the U-Haul started falling to pieces. The engine didn’t sound right as we pulled through the gates of our complex. We unloaded our last trip and decided since the U-Haulplace was only 2 miles away, we would try to make it there to return it. We didn’t even get out of the gates and were forced to pull the U-Haul over and park it in an empty spot. We both were at least relieved that the moving itself was over and we fortunately didn’t need the U-Haul anymore.
The next two hours were a nightmare as we sat on hold over fifteen minutes to talk to a customer representative (the store was already closed) and then we were put on hold at least five times in order to figure out what needed to be done with the U-Haul. We were told to leave the key in some hiding place and a mechanic would come by and look at the U-Haul to try to fix within the next 24 hours. So we followed the directions and left the key where we were supposed to. At the end of the following day, we looked to see if anyone had touched the U-Haul and of course to no surprise, no one had been there.
We went back to our apartment and once again for another hour of time went back and forth with a customer representative. The next day (this is the 3rd day) at some point or another someone had come by and fixed the U-Haul. We were both relieved as we were just wanting to get rid of the thing.
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THE NIGHTMARE TAKES A TURN TOWARDS HELL
So we took it back to the store where we had rented it. This is where our experience went from being a nightmare to landing in hell sort of speak. We went to check the truck out and the total came to nearly a hundred dollars. So I inquired why the bill was so high and he said, “well you had the truck for three days.” I explained that it would have been returned the same day if it hadn’t broken down on us.
So he went back somewhere and came back a few minutes later, now only addressing my fiancé. He told us that since there was an inconvenience with the truck, he would not charge us for the insurance and the dolly bringing the total to somewhere around $75.00-$80.00.
I didn’t say a word as I thought my fiancé was going to shine and really give this man a piece of his mind. At this same moment, my fiancé was thinking, “my girlfriend will really lose it now and we will probably walk out of here having to pay nothing.” He knew that when needed I was quite aggressive and I have never been afraid to tell someone a piece of my mind. So as the two of us thought the other was going to step up to the plate, he rang up the bill and my fiancé paid for it. I didn’t say a word. I didn’t want my fiancé to look like an idiot in public in front of all these people, so I held my tongue.
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THE MISCOMMUNICATION
When we walked out of the store, I asked him what in the world he was thinking and then we realized that we thought the other would be the one to step forward. Looking back now it is kind of funny but it wasn’t at the time. We had paid for the 2 days of renting a truck that was broken down because of them and had only received a discount of less than twenty dollars.
I was going to write U-Haul a nasty letter, as I am one of those types, and the receipt stayed around for months and I just never did. I think it was out of laziness since at the time I was working 60 hours a week. We just bent over and let them take the money. This will never ever happen again. We learned a lot about the other that day as well. Since then I have been the one to object to anything wrong and he doesn’t mind that at all.
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LEARNING OUR LESSON
So in summary I would say that U-Haul is a disgraceful company that will rip off the consumer just to make an extra buck. I was highly disappointed with the amount of time that I had to spend talking to this representative and that representative where none of them seemed to be properly trained. I think it was at least 3 hours of a phone back and forth with them, possibly even more. When we had returned the truck I also felt it to be extremely disrespectful that the U-Haul Representative decided to only address my fiancé when I started to throw a little attitude and acted as if I was invisible.
I would have even used them again if we weren’t billed that way because in my mind, these things can just happen. Yet, I was reaffirmed yesterday that I had made the right decision since we saw the other U-Haul being towed away. My fiancé and I can look back now and laugh about it but during the experience in the dead heat of an Arizona summer it wasn’t funny at all. So now we decided that we will just hire a moving company and let them handle it all and relieve ourselves of a headache from U-Haul.
Until next time,
K Parsons
©2003
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