- Report: #120333
Complaint Review: U-Haul - Nationwide
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U-Haul
uhaul.com Nationwide, U.S.A.
Phone:
800-762-8199
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U-Haul Didn't hold reservation and didn't have adapter to make trailer hookup Oakland New Jeresey
Didn't hold a reservation (which was made 2 weeks prior), at least I got a call 12 hours before picking up the trailer to inform me they didn't have it, and that we should be able to pick it up 15 minutes further out from the original location. When I got to the second location (which we couldn't get there at 8 or 9 a.m., because they didn't feel like opening until 11 a.m.) they had the trailer, but they didn't have an adapter to make it work for my vehicle. I was told to get it myself at an autopart store that they sent me to, when their customer service couldn't find the adapter, I went back to cancel the trailer, but they had me talk to Anthony at the first U-Haul location, who proceeded to give me instructions on what wires were to be hooked up, I asked if he could bring the adapter to me and he told me it would take about an hour before he got to this location.
So, like a fool and patience running thin, I went back and tried again, hoping to salvage some part of this reservation. Another 20 minutes later I came back with and adapter that should have worked, but the contacts wouldn't stay in place. At that point another call came in from Anthony who wanted to find out how it was going, and I said Not Good. He then said that he could be there in 15 minutes, that's when I lost it, I started to yell (not curse) at him about how he said so minutes ago that it would take hour and now he says he could be here in 15 minutes, he said I should stop yelling or he will not come down.....that's when I handed the phone back to person who gave me the phone and proceeded to cancel the rental. I think U-Haul has got the concept of customer service backwards. I though maybe that they were just being *ssholes for that day, but now I realize it is a prerequisite for working at U-Haul.
Michael
Putnam Valley, New York
U.S.A.
So, like a fool and patience running thin, I went back and tried again, hoping to salvage some part of this reservation. Another 20 minutes later I came back with and adapter that should have worked, but the contacts wouldn't stay in place. At that point another call came in from Anthony who wanted to find out how it was going, and I said Not Good. He then said that he could be there in 15 minutes, that's when I lost it, I started to yell (not curse) at him about how he said so minutes ago that it would take hour and now he says he could be here in 15 minutes, he said I should stop yelling or he will not come down.....that's when I handed the phone back to person who gave me the phone and proceeded to cancel the rental. I think U-Haul has got the concept of customer service backwards. I though maybe that they were just being *ssholes for that day, but now I realize it is a prerequisite for working at U-Haul.
Michael
Putnam Valley, New York
U.S.A.
2 Updates & Rebuttals
Citizen
Lawton,Oklahoma,
U.S.A.
Sorry to hear about your problem
#2Consumer Suggestion
Tue, December 14, 2004
Knowing a little about U-Haul, I thought I would add a comment. First, the reservation is dependant on supply of equipment to your area and the timeliness of people bringing it back on time. If the customer does not bring back the equipment on time, the person who has the reservation can not get it. On the other side, if the person who has the equipment is forced to bring it back (maybe they waited because of rain or snow) they get irritated and make a complaint. Looking at that situation, U-haul is in a lose-lose situation. Now there are many times when (luckily) equipment shows up and the reservation can be completed. Also, like stated above, any time a trailer is hooked up to a vehicle, there can be many problems. While U-haul deals with trailers in its daily business, they are like any other business. Things will be out of stock, on order, or even just plain not in stock at all. Then when you come to get your trailer, if the dealer doesn't have prior knowledge of your vehicle not having the proper wiring or even the possibility, then it will take extra time to get it set up. When you go to a dealer, whether it be U-haul center and an independent dealer, there can be problems. I cant think of any corporation that does not have its problems, or that matter employees with a screw or two loose. Now, from what you describe to me it sounds like you went to an independent dealer. When you had problems, the U-haul center was called and a time frame was given to you. After you called back again a different time was given. Maybe this was due to a customer not showing up or any other circumstance that demanded time had changed, I don't know. That fact that Anthony called back to me showed some concern on his part. Also looking back at your post. Anthony said about an hour, you left for 20 min he called and maybe a couple of min between here and there before he called. Using a little math that would roughly be 25-40 min. adding the 15 min he said it would take him to get there this time. Many people would consider that about an hour, or maybe he was adding in traffic to that total. In the end I am sorry about your trouble with the trailer hookup, I wish you more luck in the future
Paul
Anaheim,California,
U.S.A.
Patience is a virtue!
#3Consumer Suggestion
Tue, November 30, 2004
Dude, you let your frustration get the better of you. Hooking a trailer to your car for the first time is never simple. There's wiring for the lights. Plus, the actual hitch itself. When s**t don't work as planned, first take a deep breath and try to think your way through it. Blowing up, even when you're around idiots, just makes the whole problem even worse.
