Complaint Review: U-Haul - Van Nuys California

There have been several reports on this site regarding U-Haul, especially their complete lack of regard for their customers and their almost fraudulant use of the term "reservation."

I have to say that I would have found the depth of hatred for U-Haul to be hard to believe had I not experienced it first hand. In November of 2003 I made a reservation at U-Haul where I reserved a truck of a certain size for a Saturday reservation for an out-of-city one way move. They took my $50 reservation fee.

On WEDNESDAY (ie: not Saturday) they called and said that my truck that I had reserved was in and to come get it. I kind of chuckled at that and told them that my reservation was for Saturday, not Wednesday. I had movers coming on Saturday and you know, was still packing since it was THREE DAYS before my move. I treated it as if it were an innocent foul-up on their part.

But then, they said that if I didn't come get it that I would forfeit the $50 fee (HUH?). I said that I'd come get it but that I would be keeping through Saturday as that was when I was moving. They said if I did that I would pay for the extra days.

Think about that.

After arguing with them, they *finally* agreed that I was right -- that my reservation on Saturday was valid and that they wouldn't charge my $50 for the reservation.

On Thursday I called to make sure the truck was still there and that my SATURDAY reservation was still good. I did the same on Friday.

On Saturday morning I dropped by and (I'm sure you know eher this is going...) the truck had been rented to someone else.

Movers on the way. Stuff in boxes. Walk-through of the apartment scheduled. New job on Monday. $50 reservation fee paid. No truck.

Fine, I said, give me another truck or a bigger truck. No can do. Fine, I said, find me a similar or larger truck anywhere in the Southern California area. No can do. I am told that I can do that on my own. They offer a trailer. To attach to my 1998 Mitsubishi Eclipse. Right. They offer me a van and a trailer. I decline.

I'm actually told that at UHaul Reservations don't mean anything. They are not like airplane or hotel reservations she says. I tell them find me a truck or give me my $50 back -- and, while you're at it -- give me $50 for the Anti-Reservation Fee that I reserve the right to charge.

That little flip remark only sends them over the edge. The lady yells at me that she isn't magic and can't make trucks that she doesn't -- you know -- actually the trucks and do I understand that?? Seriously. She yells at me.

Yelling. Can you believe it?

We talk to the manager. I can't even begin to tell you how worse of an experience that was. Years later I am mad even writing this.

Well, the end result, after hours of delay -- was I had to pay the movers extra and wait until Sunday to actually do the move. I did get the $50 back and thankfully I maanged to find a better and cheaper Budget Rental Truck. The people at Budget were soooo nice almost theraputic. In fact, the lady at Budget told me that a great deal of their business comes from UHaul "refugees."

And I believe it.

Be warned. If U-Haul is this bad that the effect of it is that a key competitor actually measurably benefits from it, then you know there are serious problems.

RLS

Santa Cruz, California
U.S.A.