Very unhappy customer of U-Haul .First time to use U-Haul services.
Question:
This is my very first time to use U-Haul services, I reserved a 10' truck and the Web site charged me with US$5 without giving me the pickup time and location. The website only said that they would contact with me by 5pm one day prior to my pick up date. So I waited until 4:38pm local time and they still didn't call me, so I called their 1-800# and gave them my reservation#. Guess what, they told me that I have to wait until 2:30pm to pick up the truck (it is just for local moving), but I really have to get the truck before 12pm noon that day. They don't want to refund my money neither. I'm really pissed off. Just want to warn everyone about this unhappy experience with U-Haul...
Answer:
Dispute the deposit with your credit card issuer. Find another rental agency. U-Haul has a reputation for terrible customer service and poor condition vehicles. This has been discussed many times on this website Let me add my own U-Haul story. Even after reading all the horror stories on the internet I reserved a 10' truck from U-Haul to go one-way from the Chicago area to Kansas. On Friday afternoon my wife and I went in to pick it up and were asked if we didn't get a phone call yesterday. No one way rentals were available and they did not know when they would get one but they would "call us as soon as we get one in". In a loud voice I asked them how I was suppose to be in KS in two days but got nowhere not even an apologetic attitude just when we get the truck we'll call. We went home, got on the internet and went to U-Haul's website looking for the corporate office. Figured that even if we couldn't get a truck we could at least cause trouble at the local store. Found two 800 numbers, one of which was for "Customer Service" which I suspected was an oxymoron but we tried that first anyway. My wife called because I was still too mad. She talked to a person whose immediate reaction upon hearing the story was "that's not possible". Well it was. My wife was given the number of the regional office to call. It turned out it was adjacent to the U-Haul outlet that we were at. My wife was told that there were trucks available and to come back and someone from the regional office would met us there. As we were driving back my wife and I wondered what POS truck we would get. When we got there and while we were waiting for the person from the regional office to come the manager apologized and said that the confusion came about because there were two reservations with the same last name. Remember, we were told before that there were no trucks available. When the regional employee came out we overheard the counter staff question her about the truck we were getting along the lines of "are you sure - that truck?". Turns out it was a brand new truck with about 70 miles on it. They alos took $30 off the rental. When we got home, my wife called the regional office back to thank them for their help. They then told her that they did not understand what happened since they had just received 20 ( or so, I don't remember exactly but it was quite a few) new trucks in for one-way rentals. I'm not sure what was really going on but we did got our truck but it shouldn't have been a hassle. I figure we were lucky to find the right people in U-Haul to talk to. If you followed all the advice in this group, you'd spend your days hiding under the bed, whimpering. At least until U-Haul showed up and hauled you away.
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