Yet another sucky experience, actual letter sent to Uhaul U Haul
Most horrible moving experience U Haul I have used U-Haul twice before. The first two times I lived in a more busy area, where there was a local U-haul center near by. I attempted...
never again U Haul I have never received such poor service in my life. My truck wasn't anywhere to be found, the Regional Customer Service Manager for the Chic...
This is the e-mail I sent to U-Haul. Have I gotten a response from them? No. I have left 3 messages as well at the local dealer, and have I heard from them? Again NO!
Ref: 2092851
June 5, 2005
My friends have gone thru the worst experience this morning and your customer service reps have made it that way.
To begin- Linda H rented a truck on Sat. June 4 in Kernersville, NC (truck # DC3981Y). Was told the gas gauge didn’t work, but if you could see fuel in the tank it was ok. Was not told the A/C didn’t work. Was not told the radio didn’t work.
Drove in 80degree temps to give furniture to family, then headed back early Sunday morning to avoid the heat.
At 8:45 Sunday morning I received a call from Linda. She and her husband had stopped for fuel, and the truck died. She had called U-haul 2 times to request help, but was placed on hold for 15 to 20 minutes each time and her cell phone was going dead before she could actually get any assistance. She gave me the information, and I called U-haul, expecting to have this taken care of quickly. I was placed on hold twice, the first time for 10 minutes, the second time for 20, only to have to repeat my information to the second service rep, because she had just come on duty, even though the first person I spoke to said he was “transferring my call to someone with more experience in roadside assistance” Evidently he was just ready to go home. In total, I was on the phone for 45 minutes, and the lack of concern by your reps was absurd. After an hour and 45 minutes, the mechanic had not come, and my friends were sitting in a broken down truck only an hour away from home. I called back to U-haul, and spent a mere 10 minutes on hold this time before reaching a rep, explained that the mechanic hadn’t showed up yet. The rep put me back on hold, then came back to tell me the mechanic should be on the way, because the rep had left him a message, but didn’t actually talk to the mechanic.
Finally, I call my friends dying cell phone, to find out the mechanic is there, and the truck is out of fuel, and that even though they can see fuel in the tank (like they were instructed to check by YOUR agent), it was empty.
To sum up, the truck was not in the condition they reasonably expected when renting it, your customer service reps were rude, and the lack of response is unacceptable. The charge of over 250 dollars, and between the trucks condition, and the aggravation of spending so much time either on hold or with the rude customer service reps while broken down is not reasonable.
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