Complaint Review: U-Haul

My husband and I were moving last month, we reserved a truck with u-haul against our better judgement (we've had problems with them before). While making the reservation I was told of a special: We would get a storage unit for $19.95 a month, first month free. The reservationist guaranteed that if the unit size agreed upon was not available upon arrival we would get a free upgrade.

We arrived only to be told they didn't have any $19.95 units. By the end of the conversation the customer service rep. said that when we had to make our first payment it would be $19.95.

We left happy, BUT...when we came back a month later to make a payment we were charged $29.95 (I know it's only $10.00, but the money isn't even the real issue at this point).

The customer service rep said that the man that had told us we would only be charged $19.95 was fired. Further the rep said even if he decided to charge us the rate we wanted he couldn't because "the computer wouldn't let him do it." The manager wasn't there. I was given a complaint number to call.

Got home and called only to be given a different number. Called that number--it was a reservation line. They seemed confused that I was given that number for complaints, but would try to help. Put me on hold three times (the last time I hung up), and was rude. Called the original "complaint" line again and was given the same number saying there must have been a mistake. Called again--same thing.

Finally (I'm leaving out a few calls) I landed in a voicemail for the president of my region. Left a message--no response. I finally realized that they don't care. Their employees follow suit, not caring either.

I wasted my time trying to get a hold of anyone. No one knew what they were doing or cared to help.

I don't want to move my stuff from storage again, so I will pay the higher rate...but will NEVER use U-Haul again. Further, I will tell anyone I know who might be in need of their services to stay away!

Anne
Reno, Nevada
U.S.A.