U MustBeJoking if you are thinking of using them. U Haul

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I just filed my complaint with the Better Business Bureau about this whole fiasco, so I figure what the heck. Might as well write my epinions article as well.

My husband and I moved from Alameda to Los Angeles last week. This is what happened:

On June 3, 2004, I reserved a 24 foot from U Haul using their online web page. I was scheduled to pick up the truck on Saturday, June 12, 2004 at 9am and was given a confirmation number. This truck was for a 1 way move from Alameda to Los Angeles. I also reserved a unit, as one month of free came with the truck rental.

On Saturday, June 5, 2004, U-Haul called to confirm my reservation. They seem to have forgotten that I had reserved a month of free . I had to redo that reservation. This time, the only unit available was over an hour’s drive from our house in LA. We ended up not even using their free because it was so far away!

On Friday, June 11, U-Haul called me to tell me that they did not have a 24′ truck available. They insisted that the reservation that I had was “BASED ON AVAILABILITY” and that if they didn’t have any trucks available, that they were not required to give me one (despite the fact that I had a contract and confirmation in my email inbox).

On Saturday, June 12, U-Haul offered to provide me with two 14′ trucks instead of one 24′ truck. I asked if they were providing a driver for the second truck and/or paying for the extra gas that a second truck would require. They said NO on both counts. We also had to drive 30 miles from our house to pick up the trucks and another 10 miles to pick up the auto tow dolly. U-Haul said they were not responsible for reneging on my reservations or for any charges that I had to incur because of their failure to deliver promised goods.

On Saturday, June 12, out of desperation, my husband and my

father-in-law picked up the trucks. The new owners were moving into the house, and we *had* to get out of there. We were charged $75 for the automobile tow dolly despite the fact that we were quoted $45 in our online reservation. The U-Haul company in Livermore, California, would not honor the quoted price from the online web site.

On Sunday, June 13, my husband and my father-in-law drove 2 trucks to LA. We had to pay for the gas for the second truck. We also had to buy a 1-way airline ticket for my father-in-law in order to bring him back home to Alameda. The extra gas cost about $100 and my father-in-law’s plane ticket cost $108. U-Haul insists that their reservations are

“based on availability” and they are therefore not responsible for making good on any contract reservations.

I would like U-Haul to pay for:

1. The cost of gas for the extra 14′ truck that they forced us to rent by not providing the single 24′ truck requested. ~$100

2. The cost of the 1-way airline ticket that I was forced to purchase to pay for a second driver (thank goodness we were only moving to LA!). ~$108

3. The $30 difference in tow dolly charges ($45 quote from web site vs. $75 payment received)

I picked U-Haul despite all the bad epinions and bad reviews. Why? Because they were cheap. This whole debacle ended up costing me an extra $1000. The fact is that 2 14′ trucks do not equal 1 24′ truck (bulky furniture items just don’t work out) and we ended up having to rent a third truck (from Budget, not U-Haul) to take the last couple furniture items down to LA. We had to rent extra space in LA as well.

I just filed a complaint with the BBB, so I guess we’ll see what happens. Next time, we’ll be renting from Budget or Penske. This U-Haul experience was completely ridiculous!

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Tags: moving truck, storage, truck rent

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