U-Haul - Consurmer Be Aware -
Question:
"Media & Public Relations Specialist" / not someone in authority or someone who can actually fix the problem JUST someone who is a "specialist" at quieting the noise. If U-Haul really wanted to provide good service they ought to fire the "Media Specialist" and use her salary to refund for thousands of bad experiences with renting from them
Answer:
UHaul is obviously eager to chase away their customers. The response from
UHaul's customers service was finally received and is copied below. Even
though their customer service was able to located the record of me charging
the boxes in less than 15 sec, their customer service sent me the message
listed below.
Now this is the same company that states they have a "Hassle Free Box Return
Policy" see web page at : http://www.uhaul.com/html/why_u-haul_boxes.htm
and you will not see any mention of receipts. At their store they are very
quick to tell you that you can return the boxes, but will not tell you the
receipt is necessary nor do they have any sign posted telling you to hold
onto the receipt.
UHaul's Customer "Service" Response:
Thank you for the communication received by our Customer Service Department.
We apologize that the Center would not exchange or give you a refund for the
unused box. However, U-Haul does require a receipt for all returns and
exchanges.
-Recently, I had the misfortune of doing business with U-Haul Rental in
Snellville, GA. . I purchased a number of boxes and had
to exchange one $10.20 box. When I had purchased the box I was told that
there would be no problem if I had to return any boxes. (In fact U-Haul's
Web Page talks about their hassle free box return policy). When I went to
exchange the unused box for some bubble wrap, I was told that without a
receipt I would not be able to exchange the new unused box. I think the
most frustrating part of it all is the employee seemed to love being able to
tell me that "Without a receipt I can not help you". It seemed like they
knew I was moving so it wasn't important to give me any service, because I
would never come back into their store. I assumed that this attitude was a
problem with an individual and not a company philosophy. I could never
imagine that anyone at U-Haul would want to alienate a customer over a $10
exchange, I called the manager (Clint) the next day, and again was told
that they could not and would not exchange an unused box in perfect
condition without a receipt.
What went through my mind is that if U-Haul gives a customer so much grief
over a simple exchange of a $10 box, I couldn't imagine what kind of lack of
service I would receive if you rented a truck or other rental product from
them and actually needed some kind of assistance.
I contacting U-Haul Customer Service at 1-800-GOUHAUL and after waiting 10
min. for a customer service rep. I was assisted by someone who was able to
retrieve my charge / purchase information in less than 15 seconds. If it is
this easy for U-HAUL to verify a sale and the purchase price, why did the
store employee and store manager go to so much trouble not to allow me to
return the box. I requested that the headquarters call the store with the
"contract number" so I could exchange the box. ALL OF THIS TROUBLE FOR A
$10 BOX. The only reason I even bothered to go to the trouble to do this is
because I was so irritated with the store employees' attitude, that I was
not going to let it drop.
When I arrived at the store to exchange the box another customer in front of
me was extremely upset by the managers "complete lack of concern by the
his problem with a rental truck" and finally asked for the headquarters
phone number. The employee didn't have a customer response card or know the
number for customer service, but since I had just called, I gave the
800-GOUHAUL number to the customer so he could contact UHAUL and discuss his
problem with someone who might actually care about the customer.
If you have similar experiences with UHAUL contact their Customer Service
Rep or their headquarters at: and let them know about the problems and/or
post you experiences with U-Haul in this website so that other people
will be aware of the quality of the product U-Haul is selling. Hopefully
if consumers stick together we will be able to make major companies
responsive to providing a quality product and quality service to the
consumer. U-Haul might be the largest rental company in the U.S., but I
know I will not be doing business with them in the future.
If you are looking for a company to purchases boxes, rent a truck or rent
equipment go into the store and see how well they are helping the customers
in line purchasing product or returning rental trucks. If you hear
customers who are upset, customer who are complaining about waiting an
excessively long time to be helped and you see employees who have a "I
don't care" attitude you can safely assume you will be treated in the exact
same way. I know if I had taken this simple precaution I walked out of
the store as soon as instead of waiting 25 minutes to purchase their boxes.
I would have left and done business with anyone besides this store.
If you have a good or bad story concerning UHAUL, post it so UHAUL will
know what customers think of their service.
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