U-Haul Complaint - Do Not Rely On A U-Haul Reservation
CHANTILLY, VIRGINIA -- In preparation for taking my son down to college, first year off campus, my wife and I went to our local U-Haul dealer on 9 August 2008. We reserved a 10' truck for pickup on 15 August 2008 for a one way trip to Blacksburg VA.
We were told that we would be called the evening before to tell us the local dealer we could where we would pick up the truck.
As promised, we were called on 14 August and told that we could pick up our reserved truck at the Chantilly, VA location after 4:00 PM on 15 August, but that the truck would be a 14' because no 10' trucks were available. We agreed to accept a 14' even though that would mean higher fuel costs.
On 15 August we were called by U-Haul less than 2 hours before our pickup time and told we would have to go to Winchester, VA to pick up the truck. Winchester is approximately 50 miles away almost a quarter of the way to Blacksburg.
The allowed mileage on the truck would have been enough to cover our originally planned trip, but not to cover the addition of the mileage to pick up the truck. Also we would have had to pay for additional fuel for the truck, plus a 100 miles of fuel for the car to go pick up truck.
The local U-Haul refused to pickup the truck in Winchester, and the Winchester store refused to bring it to Chantilly. The local dealer told us we would have to call U-Haul reservations to resolve this issue. We called the number provided 3 separate times, waiting with a phone ringing up to 25 minutes.
We finally decided to find another source for the truck, because of the short (no) notice, the only thing we could find was going to be approximately $800.00, over 2.5 times the price we had planned.
We were forced to change our plans and reschedule our trip until mid-week. We now have another reservation with another rental company.
We had made our plans around the original schedule. Because we had to change our schedule, we also missed our granddaughters birthday party, had to reschedule the install of cable and internet in Blacksburg, had to reschedule the unload help we had arranged in Blacksburg, both my wife and I had to reschedule dentist appointments, we had to reschedule time off from work, we had to reschedule our dog/house sitter.
After, we had rearranged our plans, more than 3 hours after this mess started we were called by U-Haul saying they had a truck in Arlington, much closer, but we had already made a new reservation, and had rescheduled everything except the dentists appointment.
Obviously, having a reservation means nothing at U-Haul and I think all potential customers need to know that.
I have also entered this same info in the U-Haul customer service site. I did get an email back asking me to contact them at a given number, despite trying three times I have not been able to get through to the person who sent the email..
Also the email contained the following veiled threat: "You are hereby on notice that this E-mail message is confidential and proprietary. THIS E-MAIL MESSAGE IS SPECIFICALLY INTENDED FOR USE BY THE RECIPIENT FOR WHICH IT IS ADDRESSED. AS THE DESIGNATED RECIPIENT OR UNINTENDED RECIPIENT, YOU ARE HEREBY PROHIBITED FROM ANY DISCUSSION, DISSEMINATION, DISPLAY, DISCLOSURE, REPRODUCTION OR COPYING OF THIS E-MAIL MESSAGE. ANY THIRD PARTY DISCLOSURE IS STRICTLY PROHIBITED. IF YOU HAVE RECEIVED THIS E-MAIL MESSAGE IN ERROR, PLEASE DELETE."