U-Haul Complaint - "Reservation" not honored and wring truck
my email communication with U-Haul:
On Thursday, September 25, 2003, at 09:05 PM,
While we appreciate your prompt response, we are unable to accept your offer of $150 in U-Haul certificates. To our knowledge U-Haul does not sell entertainment centers, bicycles, or guitars and we certainly have no desire to rent a truck from U-Haul ever again. Just as your company would probably not accept, for example, coupons for free pizza as payment for a rental truck, we cannot accept VIP certificates to replace the items we were forced to leave behind because of U-Haul's inability to honor our reservation.
As stated previously, we are requesting that we be reimbursed for the items we had to leave behind (which would have cost more to have shipped then to replace) and $50 as a "cancellation fee" since our reservation was not honored on the date we had confirmed it and there is no language from U-Haul stating that a reservation date is preference only. We have filed a complaint with the Better Business Bureau and hope to resolve this issue in a timely manner.
items left behind:
Bicycle - $150
Entertainment Center - $100
Guitar and soft case - $100
On Wednesday, September 24, 2003, at 09:47 PM, Uhaul Customer Service wrote:
Dear Mr. and Mrs. G
Thank you for your communication.
We are sorry you ran into such difficulty with your rental.
Our customers are valuable and we want to make sure they are receiving the
best service possible. We would like to offer you $150 in VIP
Certificates. The Certificates are valid for two years and can be applied
to any future services or products purchased through U-Haul.
Please respond with your acceptance and a current mailing address so that
we may mail out your certificates.
Our apology at this time cannot undo past damage, but our regret is
sincere, and our efforts in the future will be guided by this experience.
U-Haul Customer Service
My husband and I reserved a 17' truck online for our move from [state] to [state] on 8/24/2003. I called our preferred pickup location on 8/21 to confirm. They found our reservation and told us someone would call on 8/20 to schedule pickup. We were home all day on and no one ever called.
On 8/24 we went to the local Uhaul office and were told we didn't have a reservation. I presented a copy of our confirmation and was told there weren't any trucks available at that moment, but as soon as one was returned someone would call us.
No one called, we had to call the regional office several times and were repeatedly told that someone would call us, that they were "operating on a delay". I verified our telephone number. By 7pm there was still no truck and the offices were closing. We were told that there would definitely be one in the morning for us and someone would call.
On 8/25 no one called. My husband called the regional office and was told there were still no 17' trucks available, but that they could give us a 14' truck. Because he had to be down in [state] for work he took the 14' truck, but this meant that many of our belongings had to be left behind because they just wouldn't fit in the smaller truck.
The only information regarding a "reservation" is that "pickup location is PREFERENCE ONLY", "Reservations cancelled on the day of pickup are subject to a $50 cancellation fee", and "U-Haul reserves the right to substitute equipment of equal size.…” (we were given a smaller size)
Your company's website states that, "Our goal is to provide a better and better product and service to more and more people at a lower and lower cost. That is why we assign the highest priority to your concern. Your feedback will enable us to improve our product, our service and our company." However, by doing a simple Google.com search I have found numerous complaints extremely similar to ours. Obviously if you truly wanted to provide a better product and service you would have acted to correct this ongoing problem.
We are requesting that we be reimbursed for the items we had to leave behind (which would have cost more to have shipped then to replace) and $50 as a "cancellation fee" since our reservation was not honored on the date we had confirmed it and there is no language from U-Haul stating that a resevation date is preference only.
items left behind: