Complaint Review: U-Haul - 746-028 Houston Texas

To Wayne

You have hit the nail on head. IF the salary from the GM was removed that would give an additional $2800.00 a month plus for the payrol budget of the store. The company bases it payroll estimates for the new fiscal year, by averaging the previous two years. They take 1% of the total projected budget and thats what you get for payroll which includes the GM check. Your expected to be under that total no matter what.

My thoughts (and I made them known), was to increase from 1%, to 2% of the budget to payroll.
Or even 1 1/2% minimum. Instead of having $8,500 for the month of November 2003, which was what I had and it was whoefully unacceptable to run the store properly. A GM who has worked a particular store for a year should have a hand in determing what months should get what money. As he is in the front lines and knows more about the seasonal habits, not to mention looking at the previous years forecast of that particular store. This is assuming the GM is not a moron. Giving the GM more control over what happens is key to proving SAFE equipment for the general public.

For me anyway, I was relegated to being an over glorified counter rep. A target for people who were pissed off at the way the company does things.

I submit, if you stop the riduclous revolving circus that is part-time employees. Then you have just taken the first large step in preventing the deaths and injuries that now plague U haul.

U haul still gets it gigantic profit margin but just a little less.

I hope somebody actaully reads what Wayne just wrote. This guy in very intelligent, and whats more incredible he gives a d**n.

Thanks for the comments Wayne

I'm the former GM who wrote the response dated 8/1/2003, and, after reading all these comments and rebuttals I thought I would throw in one last observation about the various issues you all have raised.

All of your comments center around the central issues of maintenance, safety, and training. For a company which puts its products on the road every day, and has a high public profile, those are very serious issues indeed! Since my space is limited, let me 'cut to the chase'; safety of all the trucks and trailers is an issue which is controlled by how much, and to what extent, repairs and maintenance is performed on those types of equipment. The quality of repair and maintenance which you receive is directly affected, or is a factor of, the extent and quality of training which the mechanics and store personnel have. The ability of the repair center manager and of the store general manager to schedule and control how much, and what types of, training their personnel get is directly affected by how much payroll is available in order to schedule that training. Thus, to my mind, the real root cause of all these problems could be addressed, and largely corrected, by revising or re-designing the company's payroll structure.

As a GM, I was well aware that all of my store coverage, and my own salary, was controlled by my monthly budget. If I didn't quite make my anticipated profits for the month, I still got my negotiated salary, but my options for bringing in more part-time personnel was cut back. Obviously that meant that time available for training and for store coverage had to be adjusted as well! It's a domino effect, and all of you understand what I mean. Thus, if a GM's salary was taken out of the store's budget as a factor, and instead tied to the marketing company's P & L, that alone would broaden the GM's ability to utilize and train his personnel much more intensively. Probably much more effectively, too! The same goes for the repair center manager--his P & L structure doesn't give him enough latitude to correctly schedule needed training. Instead, what training his maintenance and repair guys get is 'hit-or-miss', a little bit here, a little bit there. That's no way to recruit, and keep, quality personnel!

During my exit interview with the company I raised these points, and suggested that the company consider a restructure of its payroll and P & L design. Some time ago, I also discussed this issue with my brother, who, at the time, was the vice-president of Circuit City (West coast). He agreed that the way it was structured left the GM and the repair center manager very little room or flexibility. For those of you who are now former employees of U-Haul, well, it's obvious that your experience left a 'bad taste'! I hope you exercised the option of submitting comments and suggestions at an exit interview. For those of you who are still active employees of this company, perhaps a nationwide consensus will be the spark that is needed to effect a change. It's entirely too specious for an MCP to say, "Well, if you sell more or rent more, you'll have more to work with." However true that is (and it is), it doesn't address the core issue--the payroll structure does not give the company managers enough flexibility to manage the safety and maintenance issues which are central to the company's survival.

Pam,

You should try reading these reports before you make a comment. The people who wrote these reports are telling you that they have the experience and also seem to be saying the same thing. UHAUL HAS DANGEROUS EQUIPMENT. Yes, I personally had to go out and inspect every truck to make sure they were safe enough to rent. I tried to hire people that would care, but Uhaul pays so little and expects so much that you aren't going to get good help.

Secondly, when the MCP comes in to my store and asks why the truck(s) is/are down, and I mention that they transmission is slipping really bad and all he has to say is, "does it run?" "Then rent it!" That tells me he is not concerned about the safety and well being of the person that is going to rent the truck.

Lastly, although one could go on for ever with the problems with Uhaul. When you have to send in the truck for the same problem 3 times and the Uhaul repair shop can't fix it and then an outside service fix's it first try and it works great!? You tell me why in the hell would anyone take their own car there.

You must enjoy crappy work by no liscensed repair personal. There is no formal training, and please don't argue that there is. I have a friend that runs one of the repair centers, and he has told me and I have witnessed first hand that there is no formal training. You get $10.00 an hour and as long as you can figure out what end the engine is on, you are hired. Why do you think they go through so many mechanics?

That is all that I can say, I just can't imagine anyone that has really worked for Uhaul not seeing the truth behind Uhaul. As for a good job? Yeah, I have a great one, I am the district technition for a very large company that has stores in over 40 states. Oh, and did I mention that I restore cars as well, and all of the customers have loved the work, both Engine and Body that I have done on their cars.

Please read each response next time Pam.

I almost forgot Pam, please call the traffic department in the 700 company and ask who SENDS them the most breakdowns. Where does the worst equipment come from.

THAT'S RIGHT YOU GUESSED IT.

THE STATE OF WASHINGTON.

YOU TAKE CARE!!!!

I think you obviously did not read my report carefully enough. I was fired because I refused to sacrifice a persons life and my own conscious for a rental.

It is the General Managers responsibility to run the day to day operations of a particular store. Unfortunately it is not the responsibility to train people in the 123 punch program. As this shop usually did in a two hour period of time. The MCP would not allow a 3day session as the book describes in detai, (PAYROLL CONCERNS YOU UNDERSTAND).

Unfortunately as the GM, I can not be in 300 places at once. Making sure that "joe blow" part-time employee is doing his job with readying equipment for departure, and at the same time spending 8 hours (sometimes 2day meetings)with THE MCP in a meeting that should only take 2 hours. (GM'S MEETING)

I believe the problem here Pam is, you are working for a guy named TOM C, and I was not.

You really have no clue, this 700-076 has the highest termination rate of any store in United States other than NEW YORK, how much do you want to bet it hasn't changed with me being gone. Spoken by Mark Schoen to MCP in a MCP meeting 6 months ago.

The last point and the only one that really matters Pam. SAFETY. Let me say that again, so that you know I am not stuttering. SAFETY.

People are dieing in the TRUCKS. It is not people error, and it has been proven. BRAKES GAVE OUT. SHOP DID NOT DO JOB. STORE EMPLOYEES NOT PROPERLY TRAINED. This is a reoccuring nightmare. People will continue to die in U haul equipment if the MCP's are allowed to cut corners with such latitude. Forcing the GM's to do the same. This MCP does not have more than 1 GM for longer than 1 year!!!!!! I know that because I was there!!!

You see thats how he cuts corners, and expenses.
People will still rent trucks, they just don't know the condition their getting them in!!!!!

Do you want to bet there is whole lot more trucks that are unsafe????

Are you actually going to sit there and tell me
U haul is doing all it can???

I can appreciate your feeling of loyalty to the company. I felt the same way. I worked very hard every day. This was my store, I was going to make it the BEST. I was prevented from doing that. But you want to know something, nobody died or got hurt in any equipment that left my lot. I am proud of that. and I do say prayers for it.

Your letters smacks of naivity, please take a good long look in the mirror, and when you get fired remember what I said, even if don't get fired, remember what I said.

Remember that 2yrd old baby and her mother getting in that truck you just brought up. They believe it is safe, because you tell them that.
Don't forget to look over shoulder when some one gets hurt. The company fires for you that!!!!!!!!!!

Your blamed, not the company and its failure to follow its own policies and procedures.

Oh by the way, if you get fired for a
"LACK OF PERFORMANCE" they won't fight unemployment. They have nothing to back it up!!!

YOU HAVE A NICE DAY!!!!!

I have read all the comments and would like to point out a few facts. I believe is quite simple to figure out, the one's that are running at the mouth, trashing U-Haul, are the one's that U-Haul fired. The repair shops I am familiar with are more than qualified to properly repair U-Haul equipment and do quality work. They are the only mechanics I allow to touch my car. No one is going to dispute the fact the equipment does breakdown. But, things do happen, especially when the trucks are driven by array of drivers, on all types of roads and if for no other reasons, all automobiles can and do breakdown. U-Haul does not fire employees that do their job and follow policies. I was most amused by your comment that most of the trucks are not checked out. Well now, that would be the GM's job to make sure every piece of equipment has been checked out prior to rental. Maybe that's why you were terminated. I have spoke out on issues and they were discussed, and I still work there. I too have met Mr. Schoen. You think you put in long hours, let me tell you, this man works in his sleep to run this huge company. And yes, he does require his employee's to do their jobs. I do wish you luck in your future employment, but when you accept a job, make sure you can handle it ALL.

I actually agree with the responses of 1, 2, and 3.
To a degree.

I was a General Manager for 8 months at 700-076, you have only to call and find out who the MCP is here. I was terminated as of 4/13/04. The MCP informed me I was terminated for a (Lack Of Performance), and yet we recieved an $1100.00 bonus for December!!!! We received and award for storage for the month of February.

In my own opinion, as well as others who are still working in that location agree with me.
I was too loud when it came to the safety of the people getting in the trucks. When I took the GM's job, I explicitly told the MCP to his face(my boss), and I quote " I don't give a flying f*** about U haul. I care about the people renting the equipment, we clearly understood each other, or so I thought. I went to him many times to explain why some #'s were down on the PNL. I was not going to rent a truck that had a check engine light on after a 2000 mile trip. I was not going to just disconnect the positve battery cable for 60 seconds to clear the memory, as he told me he wanted done to keep efficiency and profit up. I am not going to be the GM who got somebody killed for nothing.

He related to me, that as an MCP in NEW YORK CITY. People died in his equipment, and U haul shuffled him off somewhere else. This was shortly done after a 20/20 investigaion of U haul 3 yrs ago. U haul didn't change a thing. They waited until the media faded and it was business as usual. I understand that U haul is terrified of further negative publicity!!!!!!!

After my statement to him concerning safety of the public. I lasted 8 months. My Asst Manager
(and most of the good crew I hired, were terminated or quit shortly after we left), was fired 2 minutes after me. The MCP called her my "sidekick" to the other employees, that is why she was terminated. She was loyal to me. She was a d**n good worker, do you know somebody who worked 161 hours in a 2 week period!!!
That's dedication and loyalty, the money was a joke!!

The MCP always talks about SUPPORT, thats his big word, SUPPORT. I never got any, and he was always telling me that I had it. 3 weeks before my vacation and vacation pay, I was fired. Sound familiar. I am a single parent, and I was working no less that 70 hours a week. One day off, maybe. I was told when I took the place over, that I could only hire part-time help. The problem there is this is an University town, and the kinds of people that would walk in for $7.05 an hour you couldn't imagine. I had one guy last an hour, he had to quit because his hands were to cold!!!!

Part-timers are cheap labor that U haul does not have to pay benefits to. They are also unreliable and in most cases don't give a d**n about their job. $7.00 an hour hamburger jobs are just around the corner here, because thats all this town is, one giant hamburger with (no Onions).

Subsequently, I worked the 1st week in January ALONE, open to close!!!!

Some 2 months later, the MCP came to me and stated that a young woman in Colorado with her 2 year old child were killed in a U haul truck, (THE BRAKES GAVE OUT), she slammed into a freeway median!!!

U haul is a business, but U haul should understand that people are why they have a business. There SAFETY should be there #1 priorty. Then other companys would fall into line, (Budget, Ryder). Yes the price would actually go to $25.95 a day instead of $19.95 a day for 14' truck. I would say that a life saved is worth $6.00, don't you???

I urge all of you, that safety is not of paramount concern to U haul. U haul has a few bean counters, and have discovered that by doing business this way, in the end they will profit. Most people cannot afford an attorney.

Also with respect to safety, if you believe that you were terminated, because U haul thought you were going to speak up, and possibly blow the whistle, contact your State Bar Assoc. Ask to speak to an employment attorney. There is case law in each state that covers the "Whistle Blowers Act".

The only way to get U haul to comply with there SAFETY CERTIFICATION PUBLICATION (PUNCH 123), IS TO FORCE THEM INTO SUBMISSION.

I have contacted 20/20. 60 minutes, Inside Edition, The Department of Transportation, Senator Ron Wyden, Congressman Peter Defazio, etc. etc.etc.

The only way they will comply, is by the media. I urge all concerned to contact the organizations above, along with your local T.V. and radio stations.

The more people that talk, the more people listen.

I agree with both of you in some degree. I am an ex-employee... GM as well. I was let go because I complained about the sorry repair of the trucks and the cost of the repair. I have never worked for a company that was so greedy and backstabing. I never understood why I had to pay $600.00 a month for rent on a truck and if that truck brakes down, I have to pay for the repair and the rental of the truck even though the truck is not available for rental. I had more than one truck go down with transmission problems. I had the Uhaul repair shop repair them, which takes weeks to months, and when it came back the same problem existed. I took it back and they charged me a 2nd time and the when it came back the same problem existed. I took it back for the 3rd time and when it came back the problem still existed. Each time my store was charged for the repair, or lack of, and each time I had to pay rent on the truck that I couldn't rent. Keep in mind these are trucks with over 180,000 miles and from the late 80's. Finally I demanded that the truck go to an outside repair facitlity. It came back running great, but I had to pay for the bill once again. I complained that no person would pay for the same repair 4 times. The company should have payed for the repair since they screwed it up. One other episode I would like to mention, I have a bunch but I don't have enough time to list them all. I had a truck that came back from a rental and it had an annoying dinging sound from under the dash. I found out it was a warning chime letting me know that something was wrong with the truck. I called Uhaul's repair helpline and they told me the fix was simple.... unplug the device and rent the truck. I told them that was dangerous. There is obviously something wrong with the truck, it needs to be fixed. Silence was on the other end of the phone, then the response was again, unplug the device and rent the truck. Bottom line, Uhaul doesn't care about anyone. All they care about is money. Look up the family history on the NET. They went to court over a death of a family memeber. You read the evidence, you make the decision on who is guilty. UHAUL MUST BE STOPPED AND STOPPED NOW! THE MEDIA MUST GET ON THE BALL AND REPORT THIS COMPANY! Now, I did say the I agreed with both people. The 2nd person I agree with in that you work 70 to 80 hours a week as a GM. The buck stops with you as a GM. You must harass the repair facility and traffic in order to get anything done. However, do not mention to Uhaul how dangerous their trucks are, or you will get fired!

As a former GM myself, I take exception to some of your points. I don't dispute your observations on maintenance, or the number of hours a GM works. Those are serious issues, but let's put a little perspective on them. (1) My last store, 825-064, usually had 25-35 trucks on the lot, and at least that many trailers. Plus, I sold out-of-inventory trucks and trailers. I long ago learned that if I 'downed' the truck/trailer, and called the repair center daily, if not several times a day (!) (in other words, became a huge 'pain-in-the-a*s) I got my equipment repaired. I took all the reservations, without question...BUT, I forced traffic to do their job! I MADE them aware of the 'downed' equipment on my lot, I FORCED them to stay on top of my customer's needs, and I FREQUENTLY CALLED MY CUSTOMERS WHO WERE DUE IN! Darn right a GM spends a lot of time at the store; my average week was 70-80 hours, six days a week. Frankly, I don't know how I did it, but the fact is...we never stopped! It was constant energy, constant motion, constant phone calls, constant activity on several fronts. (I also had propane, a large storage facility, truck/trailer sales, and a spin-off hitch store on the property!) Over the years I was with the company, I won several awards, like Top Performance in Customer Service, made good bonuses, TRAINED some really good, effective people, and fielded customer complaints (there's always some...) compassionately, generously, and PROMPTLY. The key element, for a GM, is to be on top of all the issues, and make sure everyone understands the buck stops with you. That's generally known as 'taking responsibility', not a widely apprecia-ted concept these days. I believe U-Haul is a fine company, but still experiencing growing pains. I've met Joe Schoen several times, and I believe he is a reasonable, hard-working guy. He simply expects the best out of his people, and I think he has a right to expect those same people do the right things, in the right way. My experience with the company was very positive; in case you are wondering, I was recruited back to my old company with a very lucrative offer, and it was in my best interests to go. But I stand by my observation that it is the GM who forms the backbone and the public perception of the company.