U-Haul Complaint - HORRIBLE/NON-EXISTENT CUSTOMER SVC!
I called UHaul's toll free number around 4 pm on Saturday, Sept. 27th and reserved a 5’ x 8' trailer for pick up on Sunday, Sept 28th in the Woodbridge, NJ 07095 area. I gave my credit card number to which they charged $5 in order to confirm the reservation. I was then told to expect a phone call with the pick up location and instructions by 6 pm. I gave my email address for them to send a rate confirm (this was never received). I was also given a phone number to call in the event that they did not call me first. No one called me by 6:00 pm so I called back and was told the regional schedulers work until 7:00 pm so I should wait until then. Again, no call back. I called again at 6:50 pm and after the automated answer came on, I chose option #4 and let it ring and ring and ring--no answer--until 7:00 pm, and which point I called again only to get the automated message that said "we are now closed...call back between....yada yada".
At that point, I had already committed to moving on Sunday—including people we lined up to help us, yet had no information on where to pick up the equipment. On Sunday morning I called back at 9:00 am (which is the time the automated message said they reopen on Sunday) and again used option #4 and it rang and rang until it went directly to the hold music, which I listened to for a good half hour before someone picked up and said "you'll have to hold at least another 45 minutes" and promptly put me back on hold! I held on for over 2 hours!!! (which I will prove when I mail in my cell phone bill!), to NO AVAIL! No one ever came back on the line. In the meantime, my husband was trying to get through to ANYONE at UHaul using our regular phone.
At this point I drove around to 8 UHaul locations in Woodbridge and the surrounding areas (Edison, Linden, etc) and there was not one 5' x 8' trailer available at any of the locations, which makes me wonder how the reservations center could possibly have confirmed my reservation when the equipment wasn't even available!!! Needless to say, the "regional scheduling office" NEVER EVER bothered to call me. I ended up having to drive all the way down to Parksdale, Pennsylvania and rent the trailer for $76 (as opposed to the $19.95 I was quoted on the phone by the toll-free morons.)
NOT ONE PERSON that I spoke with on any of their 800 numbers was helpful or even made any attempt to assist me!
After sending in this complaint via their website, I got the following response:
Thank you for taking the time to contact our Customer Service Department.
Please accept our sincere apology for the difficulties you encountered
with your reservation and any inconvenience we caused. Your feedback will
enable us to improve our service.
Our procedures are as follows
1. Fill the reservation as requested
2. Find the equipment at another location
3. Find equipment of agreeable substitution
4. Keep in contact with the customer to review options
Our goal is to provide a better and better product and service to more and
more people at a lower and lower cost. Consumer input, from customers
like you, helps us work toward this goal.
The $5.00 non-refundable service fee is collected on all confirmed reservations that require In-Town, Remote Pick-up or Same Day/Next day reservations. This information is communicated at the time of the reservation over the phone and on line through our Website.
When a location is unable to assist with your rental needs, they should refer you to the Regional Office for assistance. We apologize for any breakdown of communication. The Saddle Brook, NJ Regional Office at (800)541-0134 has been apprised of your experience.
Please accept our apologies. We want to keep you as a customer and show you we can satisfy your needs.
U-Haul Customer Service
NEEDLESS to say, this moron did not read my complaint or is illiterate and uses a standardized response. When I called UHaul on the phone, they had the nerve to tell me that since I did rent UHaul Equipment, (despite the fact that I had to call around to the various locations myself), I am not entitled to a refund for even the $5 "reservation" fee, which at this point is nothing less than highway robbery--THESE PEOPLE ARE THIEVES!