Uhaul Story

U Haul doesn’t care U Haul

Next time I move I’ll buy myself a truck U Haul I will never again rent a truck from U-haul, even though it was $20 for one day, they charged me $75, while I only drove about 20 miles. Th...

My bad uhaul experiences UHaul doesn't care about your "confirmed reservation", they only care about making money by renting trucks. UHaul's goal is to rent every t...

This is the fourth time we have used a trailer from your Brunswick, Maine location. It is the second time we have been stuck on the side of the road. We have rented several other times where we have had the lights malfunction before reaching out destination. The experience this year was the worst in 30 years of renting equipment. Your phone personnel are worse than useless. They not only did not assist us, but they often made things worse with misinformation or out right lies. Additionally, most of the people we spoke to did not speak English intelligibly.

Saturday the 18th, just over 100 miles into a 1,060 mile trip, we were stranded on the side of the road. The first time we called your “Hotline” at 12:30 PM and Spoke with a Vanessa. She was unable to understand our location. After 5 – 10 minutes of explaining, by both my wife and I, she seemed to under stand that we were at the New Hampshire State liquor store on south bound interstate 95 in New Hampshire. However, after several calls we find that the mechanic has been sent to the northbound Welcome center! Another call to your “hotline.” After another 5 - 10 minutes of frustration and explaining, we are connected to the mechanic. He says that he knows exactly where we are and that he will be to us in 10- 15 minutes. After 20 minutes we call U-Haul back on the “hotline” to find out where your mechanic is. Your people won’t give us his phone number and can’t connect us to him either. After a lot of explaining and begging we are told by your person, with an unintelligible name, that it will another 2 to 4 hours to get any help.

At this point it has been 2 ½ hours since our first call. I am fed up with U-Hauls’ poor service and broken promises. I work on the trailer my self. After some banging, shaking, WD-40 and some dumb luck, I am able to get the breaks to release. Not hearing from your people and not expecting any help for several hours, we leave. After we are on the road for 10 minutes, there is a call from the mechanic. He is wondering where we are. We explain that we were told by U-Haul that “it will be 2 - 4 hours” and apologize to him. We also tell him we couldn’t call him to let him know not to come, because U-Haul wouldn’t give us the number and would dismiss our every request to contact him. He tells us that he was confused by your people. He was wondering why he was called to come to New Hampshire when he was in Boston. Did your company not have any one closer to us than or do they not know how to read a map?

Since we were delayed for several hours, we are now only able to drive a far as Victor, NY just east of Rochester. We had to get a room for the night. We stayed at the Microtel for $80.35 that we shouldn’t have had to spend. The next day we continued on to Ohio. Just south of Columbus, Ohio another motorist flagged us down. They could see smoke coming from the wheels of your trailer. This turned into flames when we came to a stop. As you can expect we are upset when my wife calls your “Hotline” number while I fight the fire with water bottles. We get no help from U-Haul again. After being put on hold several times and giving out information over and over again. we spoke with several people including supervisors. Eventually, we are told that they have to send a mechanic to verify the problem, before they can do anything to help us with the trailer. Apparently, flames coming from one of your trailers are not enough of a problem to cause the “hotline” people any concern. There first line arter explaining that we were on fire was “can you hold?” At this point, If I could have gotten our stuff out of the trailer quickly enough, I would have been glad to see it burn to the ground. Finally, your people process us again. We are told U-Haul policy requires a mechanic to check the problem, before they can do any thing to get us back on the road again. This seemed like a waist of time to us, but we said send one out. We are told that U-Haul would contact your mechanic and call us back in 20 minutes with a time of arrival.

After 30 minutes with out a call we call back on the “Hotline” the only number given to us. We are told that the call for help will any minute now. Another 20 minutes goes by, no calls. We call back again on the “Hotline.” We are told that our request for help is cancelled!!! Needless to say, this did not make us happy!!! Your people showed no concern for your clients stuck on the side of the road with a burning trailer. Shortening the story. It took several more calls and begging and pleading with your people. and still only “7lip service.” U-Haul would not make arrangements to get us on our way. So, again, we have to take things into our own hands. Your people would not even tell us where the nearest U-Haul location could be found. We had to call our daughter to get that number. We found another U-Haul less than 5 miles away. I was able to remove your defective, broken trailer and drive off and rent another trailer from the Grove City location. We got the trailer circled back around on the highway. Back to the broken trailer. The 6X12 trailer was unloaded and the contents reloaded into the newly rented trailer. We were back on our way to Cincinnati, before your customer service people saw fit to try and call us back to let us know that they would send a mechanic. If your people could have done some thing like this you might have been able to mitigate some of our ill will towards U-Haul. Instead they were another part of the problem.

How many wives, mothers, daughters of family’s do you leave by the side of the road? What happens to the people without the resources to fix their U-Haul problem with out U-Haul’s help? Do you intentionally hire the unskilled and uncaring or do you have to train them in indifference to the suffering of others?

I must be a slow learner, because I have gone back to U-Haul time and time again. We have never had a trip from you Brunswick, ME location that did not have a problem of some sort. Two years ago on our trip from Maine to Ohio your trailers‘ leaf spring broke and the axle was resting on the on the trailer body. This necessitated a towing and the transfer of our belongings to a different trailer. Again, delaying us 5 - 6 hours. Enough to cause a hotel stay. But at least your people tried to help and were interested in getting us back on our way. Every other trip has had more minor problems, mostly signal lights that don’t work. In any case, our safety and that of others, have been compromised by U-Hauls lack of preventative maintenance.

I am glad U-Haul is not in the airline business, Your motto would have to be “You crash, then we’ll do the maintenance.” Did you learn this from the software companies? Our customers will find the bugs in the system at their own expense of time and money. As far as I can tell you are only in business due to lack of competition.

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Tags: trailers