Complaint Review: UHaul - Phoenix & Columbia SC Arizona

To whom it may concern, April 10,2004 3:22am

This is not the first time I have used Uhaul for my moving experience however may be my last. I made a reservation for a 26' truck & appliance dolly. I received my confirmation # and the email also stated a Uhaul rep would contact me concerning pick up time & location. I never received that phone call.

After packing all day I finally realized @ 8pm EST that indeed I didn't get a call so I called the 7 day a week Uhaul store here in town. Since it is a Friday night they close @ 8pm. I started calling that location @ 7:40pm and continued getting a busy signal until 8:15pm. When it did finally ring I got no answer. I came home and looked @ the 800# sent to me in my email and called that number.

The "CSR" that answered the phone asked my concern I explained I had not received a phone call to confirm the time & location for the pick up of our rental. Not once did she apologize. She instead said "here is the # you can call @ 7am" I informed her it may not be possible for me to make that call and I didn't want to miss out on getting our rental. To which she replied "Well that is the only thing I can tell you to do." I asked why I had not got the call I was supposed to get and why couldn't they call ME @ 7am. She HUNG UP on me!!

I called right back and got another operator who was very nice and concerned and even apologized for the experience I had just encountered. But yet again she gave me a # to call @ 7am. I asked to be transferred to Customer Service to inquire about the csr that hung up on me. A very nice gentleman answered my call (I believe his name was Jason). He also apologized for the rudeness of the Uhaul employee and tried to find out who it was but to no avail. He did however ask if I wanted him to fax something to company headquarters asking them to contact ME @ 7am. Finally what I wanted ALL along.

The operator that hung up on me was arrogant,unpleasant, and just all around RUDE. The fact I did not receive a call to confirm our truck also did not impress me. Why bother putting that fact in a email if the "call" never comes? I will find myself using Uhaul ONLY because it is now my moving day in 3 hours and I will not be able to find another truck on such short notice. Not to mention the fact Uhaul will charge me $50.00 to cancel my reservation (if in fact I have one since I noone called me). However on our next move ( Which is every 2 years) I will find myself skipping the Uhaul ad in the phone book! This has been my WORST experience ever.

April 14,2004

Here is the next installment of this AWFUL experience... The phone call I was supposed to receive @ 7am Sat April 10th never came either!!! I decided to go to the Uhaul location that I had returned a Uhaul truck the April before. They typed up the name, filled out the contract and we left. We made our move and while looking @ the contract the next day to see where we needed to return the truck I noticed that they had "One Way" (which was correct) but also had the return location to the same city we had moved from! I decided to take it back to a Uhaul location I had spotted coming into our new town.

We got there @ 4:45pm went inside and was told that the person that worked the uhaul side got off work @ 4:30. I asked the person telling us this if she knew how to do it and of course she did not. I by this time was VERY flustered. She basically refused the truck. I asked her if she had a # for customer service and all she could tell me was 1-800-Go-Uhaul. I left the truck and the office and called customer service. I was transferred (usually am on EVERY call) to the regional office in Columbia SC. I explained my problems to Jay ( very nice gentleman) who assured me I wouldn't be charged for a extra day. I called the next day and the truck was checked in and I was charged for a extra day!!! Of course I made another phone call and I was told that the general manager would contact me.

I have made several calls to Uhaul. From the corporate office all the way to the regional and local offices. After 4 days and leaving 7-9 messages and endless e-mails I finally receive a phone call from the "field manager" William (Bill) Markel. I explained ONCE again all the problems I have been having. After my 3rd or 4th complaint on my list he started laughing. I told him I'm glad he found my story humorous. He claimed he didn't and asked what was it I was looking for. I told him please take off the extra day and I only wanted to pay 1/2 for the use of the Uhaul. He said no he would only take off the extra day. I told him that was not acceptable. He then revoked his offer and said he'd send me $120.00 worth of VIP Uhaul vouchers! Are you kidding me??

I informed him I would never use Uhaul again so what good would they do me? If he can offer $120.00 in those vouchers why can't he deduct $120.00 off my Uhaul bill? I told him I did not agree to that settlement and I would be calling corporate. His comment was " Go ahead they will just call me again to call you". We hung up. Mr. Markel called me back @ 4:00pm and asked if I had made up my mind yet. I told him no I had not. He said "I will just put these vouchers in the mail to you" I told him this issue was not resolved. His words were "To me it is"! I told him I will call my credit card company and stop the payment to Uhaul and have them do a investigation. He said "Have a nice day" and hung up the phone.

After I calmed down some I called customer service. A very nice woman answered the phone. I gave her my complaint ref # of 829158. She looked it up and said "Oh I see where this was resolved today" I told her no it wasn't to my satisfaction and I did NOT accept his vouchers as a settlement. I told her about Mr. Markels sarcastic,demeaning, and holier than thou attitude. She was very surprised, apologized and said well everyone has a boss so let's find out who his is. She gave me the name of Vernon. I had already spoken to him and all he did was hand it over to Mr. Markel. So she went further for me.

I am now awaiting a phone call from Mr. Putnam. At this point I feel I have worked way harder than Uhaul ever did to make me happy and I am asking for a FULL refund. I will be very surprised if I do in fact get a phone call from Mr. Putnam as I have become accustomed to Uhaul not following up on their word. This email will be sent to the BBB & Attorney General as a complaint that I want resolved ASAP!

Regards,

Christine

Port Royal, South Carolina
U.S.A.

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