Complaint Review: UHaul McPhillips St. Winnipeg MB

After checking several ways of moving from Winnipeg, MB, Canada to Sydney, Nova Scotia I decided to go with the UBox pod from Uhaul because online at UHaul Internation not only does it say they deliver anywhere, it specifically states delivery to Sydney, NS. I checked the recommended size of box for my belongings and then decided to go in person to make the booking for a couple of months of storage in Winnipeg and then have it shipped.



At the time of arranging storage and moving, we discussed contents and the rep assured me the box would be large enough. He also they deliver to Sydney and confirmed it online. When he was putting the order through, he said it was odd because even though it said destination Sydney, he couldn't book it straight through. It kept routing him to Charlottetown and Dartmouth. He double-checked online and verified it said Sydney. Just to be safe, he gave me a cell number for the UBox person in charge so I could call to make sure. I didn't need storage at the other end, just delivery.



I called the number and was told the UBox pods go to a storage depot first and then the local UHaul will arrange to have it shipped from there. I asked if there would be any other charges and was told the cost included shipping to Sydney. I was satisfied and returned to the McPhillips location and booked the Ubox.



When I arrived to load the pod, they seemed confused and couldn't find the order. They suggested we use a demo box they had in the yard.  When we opened the box, it was nowhere near capable of holding what they advertised (a one-bedroom apartment with 'not a little and not a lot" of stuff) and I had to give away a bed, couch, dresser, big screen TV and several other items. It was a bitter lesson but I was already committed.



I loaded it with what would fit and stored it in Winnipeg. Then I drove to Sydney, Nova Scotia and as directed, called my local UHaul on August 25 to arrange shipping. They had no idea what I was talking about. I called Winnipeg and was given a personal cell number for the UBox person. I called and left a message but my call was not returned. 



Next, I called the general customer service number and asked for help. They called Winnipeg and were given the same personal cell number and left a message for someone to return my call. I received a call the next day from the UBox person in Winnipeg informing me that the box would not be delivered to Sydney. It would be delivered to a depot 4 hours away. They also explained that there had been an issue finding the box since an employee had quit the company without entering the information in their computer.



The new person in charge of UBoxes was pleased to tell me that it had been located and was ready to ship. Because of the unfortunate confusion, they would provide a truck and trailer for my car but I would have to cover the insurance of more $100 and gas for the 8 hour round trip. She added that if I could produce the paper on which Sydney was mentioned in the estimate, they may give me a break on shipping costs.



I declined arranging shipping and called customer service again. The rep was very sympathic and agreed that this was not an appropriate offer of reconcilation and suggested filing a complaint on the corporate level. He assured me I did not have to start searching through boxes for the notes from UHaul.



A formal complaint was filed. Then, after many phone calls not being returned I called customer service twice more. During this time, I heard back from the UBox department in Winnipeg asking if I was ready to ship. I said no. The conditions were unacceptable. 



They refiled the complaint and sent it out to everyone. They tried to reach a manager by telephone and could not. Finally, after filing formal complaints on the corporate level on three separate occasions, I finally received a call from a manager in Winnipeg. He informed me he had chatted with "Raz", whom I presume to be Razmin Mansoub, Marketing Company President of Central Canada and who is currently on vacation, and offered a concession. He also pointed out that his offer was better than what 'Raz" had suggested.

His new effort at reconciling the problem is that I can drive four hours, unload the pod and load a "free" 10 foot truck with a trailer for my car, and drive back four hours. I have to pay the insurance of more than $100 plus the gas both ways. Then I have the pleasure of unhitching the trailer to unload the truck, hitch the trailer back up and drive it to the dealer, unload my car and drive back for total of two more hours. And I can do all this on my gas dime, too. When I pointed out that this was not a solution, he added a gas reimbursement of $150.



This company outright lied at the time of booking. When the problem was brought to their attention,
they took days to respond which just happened to be the time period when they had lost the pod. The only people to respond initially were the call center people, who despite being very sympathetic, are powerless to correct the situation.



Having my things shipped will already cost me about $3000 plus storage at $78 a month. I just want the box delivered to Sydney as agreed.