U-Haul Complaint - Never again use UHAUL
HOUSTON, TEXAS -- I surely do hope this letter and statement reaches the attention of people who can change the way you do business....because your company is no longer about customer service. A month ago i had made a reservation for a truck, knowing full well Memorial weekend was going to be a busy one, but confident a month planning was plenty of time. About a week to go i decide to email and make sure my reservation was still on for sat, May 29 and was told yes. On Friday though, when i was suppose to get a call before 5, i decided to call myself and had learned the following: UHaul overbooks all trucks, reservations online do not reserve anything and the so called area managers are nothing more than a glorified operator. I was told i might not have a truck because of the busy weekend and yada, yada, yada......which is why i booked a month ago. I decided to talk to a supervisor and let her know that I was flying into Houston a few hours later and needed to know fairly quickly if i was not going to get a truck. She Guaranteed me a truck sometime sat, but was not sure what time and would call me back....of course no call back and i had to go catch my flight. Saturday morning arises and I was told I would get a call before 9 am. Of course no call again, so i call and get told the same thing....sir, this is a busy weekend and we cannot get everyone who booked a truck in one, so if you wait by the phone we will call you by 5. Being as patient as possible i wait and actually call a few UHaul places in town and learned a few things from 6 different UHaul employees: UHaul employees know that everything is overbooked, they all know the internet reservation system is false and they are not pleased with the way things are handled.....5:30 rolls around and i finally get a call, but am told there are no trucks and have to wait until Sunday. Well, half the weekend is gone and i am stuck in Houston with no truck and getting irate with your so-called area managers. I am told that they are working on getting people who reserved a truck a year ago and cannot handle people like me who reserved a month ago. I am not that stupid, no one in their right mind could know they are moving out and need a truck a year in advance....maybe one or two. So i decide to call Penske....who helped me out of a jam and got me a truck...a company who knows what is available and were easy and pleasant to work with. What really got under my skin was we passed a UHaul place heading out of town and saw at least 25 trucks sitting in the lot. Well Sunday rolls around and i get a call from UHaul about 11:00 am telling me they might have something later in the afternoon......and i said to cancel because i already had other means and was on my way to san antonio. Supposedly it was noted, but then get another call from UHaul around 5:30 on Sunday and this time am told that there are no trucks available and have to wait until Monday. Apparently your company's system of reservations is not a good one and there are numerous folks, including UHaul employees that agree. Not only do i plan on never using another UHaul truck, but am telling everyone i know about the ordeal, as well as sending out letters like this one to all those who will listen. I thank you for your time in reading this.