U-Haul Complaint - U-Haul - Be forewarned-Don't use them!!!!
Let me first start off by saying that U-Haul has definately made my cross-country move more stressful than it already was.
I can not change what happened, but hopefully someone reading this will be warned to USE ANOTHER SELF-MOVING COMPANY!!!!
So, here's what I went through....
I rented a U-haul and Auto-transport to move from CA to PA. While making the reservation (2 weeks in advance) I had asked the clerk if someone would be there that could help me load my vehicle onto the Auto-transport or if someone could check it once it was loaded. He brushed me off and said that it was easy and to read the pamphlet. He then managed to convince me to buy the additional coverage, just in case something would happen. That should have been my first clue that this was going to be a nightmare! So, I leave there less $2600.
Fast forward 2 weeks...I pick up the truck and auto-transport. I decided to rent a dolly and when I open the back of the truck, there is furniture still in the back from the previous renters. Obviously this truck was NEVER checked before the clerk let it leave. We clean it out and drive it back and park it at my home. I load up almost half of my things and then I try to start up the truck to move it AND the stupid thing wouldn't start. So, I jumped it and it seemed to be fine...for the time being.
Finally, the truck is loaded and my neighbor helps me load my SUV onto the transport. He gets the front straps secured but the strap on the left side is shorter than the right. Although a little uneasy about this, I start my LONG drive. All is ok until I get to Barstow (middle of the desert) and the left strap of the transport comes loose. My vehicle is ok but I am not going to drive cross-country with a partially secured X-terra. I call the #800 that U-haul provides and get put on hold for 45 minutes. I then call the place where I rented it from and tell them what happened. They tell me to take it to the nearest U-haul place and see if they have another Auto-transport to "swap out". So, I drive around Barstow and find the U-haul place. I can see the 5 other Auto-transports that he has, but he tells me that he can't switch them. He also tells me that the tires on my X-terra are too big and the place should have never rented me the transport. I try to explain that the tires on the X-terra are not oversized, they are the standard size and that my friend rented the same thing to tow his Suburban. He said that all the transports are the same and I would have to BUY more things to secure my vehicle. I had no other option than to pay the extra $42 for chains and a lock. By this time I did manage to get through to the customer service operator and told her what happened. She basically said it was BS.
So, I again start making my way through the desert, praying nothing else goes wrong.
I get to Las Vegas, 12 hours after I left LA (for all of you who don't know, that drive can usually be made in 4.5 hours) and the U-haul's "Service Engine Soon" light comes on. At this point I give up for the day and just hope things will get better.
The next morning, truck starts fine and again I am on my way. Everything seems fine until it gets dark and the headlights barely work. Then it starts raining, and the windshield wipers are old and don't work either.
Finally I get to PA and finally get to return this truck. Thank God I got here in one piece.
I go to the U-haul website and place a complaint about what had happened. Almost 48 hours later I receive a call from the clerk at the place I rented the truck from. I would have thought he would want to make the situation better and he made it worse. He started the conversation rudely saying that if I didn't like the fact that I had to help clean out the back of the truck, then I shouldn't have helped. And he also said that it is in my "contract" that if the restraints on the transport don't fit, then it's my responsibility to provide the proper restraints. I informed him that it wasn't that both of the restraints didn't fit, it was only one. His response was that all the restraints are not the same size....well that sounds like a scam to get more money.
I was so mad at this guy's behavior that I again called the customer service number and the operator took my name and number and said that she would have the district rep. call me within 48 hours....Needless to say, I am still waiting.