U haul was an absolute nightmare! U Haul
Customer No Service U Haul What an absolute nightmare, trying to deal with these people. Do not bother making any kind of reservations for a truck or storage space; re...
Absolute incompetence U Haul Truck was unsafe at any speed, I lost two days with electrical fault which they would do nothing about even though their service center perf...
Wow. I still find it hard to believe how poorly run this company is. Advance reservation, deposit, confirmation, confirmation again, about 15 calls to customer service and I never even got a vehicle! Here’s a condensed version of my experience, with some very important caveats:
In early August, 2001, I reserved a 14′ truck to move from Toronto to a nearby city at the end of the month. I followed their advice, booked a day off work, and picked a Thursday to move to ensure there would be no problems. I ironed out all the details with a friendly booking rep at their Florida call center on the phone, and placed a $100 deposit on my Visa. A week later, I receive written confirmation in the mail of all the details. No problems. Day before pickup, I get a phone call - they’d call me before noon on moving day to confirm my exact pickup time.
Noon of moving day rolls around, and I’ve heard nothing. A couple of hours go by - no calls. I call customer service, and wait 25 minutes for a representative. I’m on the waiting list (!), and I’m told to just wait for their call. Time passes, still no calls. I call service again, explain I have a reservation, deposit, and confirmation letter of my pick-up. I tell them I would pick up a truck at any location in the Greater Toronto Area. Finally, around 6:00PM, I get a rep (after many minutes of waiting in the phone queue) who sets me straight - and it’s unbelievable: Apparently the reps in Florida don’t have access to the local U-haul computer systems. They have no idea how many reservations have been made, and just keep adding names to the list. He told me I still wasn’t near the top of the reservation list, and likely wouldn’t get a truck at all that day. He’d place me on “priority” for the next day, but still with no guarantees. After two of us had taken the day off work without pay to move that day, the next day is not acceptable! They even tried to tell me (before the yelling began) that I’d lose my $100 deposit if I tried to cancel my reservation!
If you choose U-haul, be aware that the terms “reservation”, “confirmation”, and “deposit” hold no meaning. I’m baffled that a company this established can be managed so terribly. A monkey of below average intelligence could design a better system. If you have another moving option in your area, I strongly suggest you take it. In the end, I had to make three long, fully loaded minivan trips over the next two days after spending my entire moving day sitting by the phone, waiting for them to call me when they decided they were ready for my business. I very strongly discourage anyone from using U-haul. I haven’t been this disappointed and outraged with any company in my life. Caveat Emptor!
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