U-Haul Informative - Do. Not. Use. U-Haul. Ever.
I called the U-Haul Boulder location on Saturday to book a 10’ truck for Sunday. No problem? Wrong. The woman I spoke to on the phone had no clue what she was talking about...
She told me I could pick up my truck in Boulder and drop it off in Denver- all for $20, plus. 79/mile. I was expecting to pay about $35-$40 total.
When I got my confirmation e-mail, it told me I had to drop off my truck back in Boulder. I called the U-Haul corporate offices to tell them I had been told I could drop the truck off in Denver, and they could do nothing for me.
I called the Boulder U-Haul office, and they told me I could drop it off in Denver. But, the man working at the Boulder U-Haul could not give me the truck for $20, plus. 79/mile, as I was told. I ended up paying $66 for a U-Haul truck. If I had known it would be that expensive, I would have called a friend to lend me their truck, or used another company- but it was too late at this point.
After I was finished moving in Denver, I went to the Denver location to drop off the truck- but they were closed! So I had to drive all the way back to Boulder (about 35 miles), spend twice as much money on filling up the truck with gas, and when I got to the U-Haul in Boulder, I realized the guy working at the Boulder location did not give me my copy of my receipt. The Drop Off information told me to drop the key in the box with a copy of the receipt, so I had to give them my one and only copy.
I am absolutely appalled by my U-Haul experience. I have told all of my friends of my horrible experience, and they could not believe it. I paid way too much, was taken advantage of, and was told five different things by three different employees.
The employees are uneducated about their deals and business operations. Each one has a different understanding of their operations. This was, by far, the worst experience I have ever had with any company ever.
Company Response on 08/05/2009:
My name is Maria Palmisano and I am with U-Haul International. I first want to offer my apology for any misinformation you were given regarding our rates. We normally consider an in-town move to be within a 50 mile radius. I did want to mention that we offer after-hours equipment drop off, therefore, you could have made a night drop in Denver. Please contact me at email@example.com and provide me with the locations you initially dealt with so I can ensure proper rental procedures are being relayed. As we value you as a cusotmer, I would also like to send you $40.00 in VIP Certificates that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. They are also valid for 2 years. I apologize for the inconvenience you experienced but we appreciate your feedback and I hope to hear from you soon.