U-Haul Complaint - Taking advantage of an elderly lady/foul language
OCEAN PARK, WASHINGTON -- When my 70 yr old mother stated to me that upon renting a 26' long U-Haul truck to move approx. 85 miles she asked the lady that serviced her if U-Haul had any guys that could load her belongings for her. The women told her no but she could call her son and a friend of his but their starting rate would be $200.00 for the first hour and then $40.00 per guy per hour. When they were finished, the son called U-Haul to have his mother pick them up. The lady pulled in to where the U-Haul was. Her son said some thing to his mother and when my daughter walked by her and her son my daughter heard her state,"is that the bit--"My daughter approached my mother noticing a distress look on her face. After she informed my mother of the foul language from the U-Haul service lady. My mother went to her to find out the ammount owing for loading the U-Haul. When my mom informed me they charged her $600.00 cash only was the most appalling charge I have ever heard of or about from U-Haul. With experience my self with U-Haul and needing helpers to load a truck for me U-Haul explained to me they do not have any body there at theri office but would get on the enternet and contact e-movers. My experience 2 guys loaded the same size truck with in 6 hours and I was only charged $385.00. I called this u-Haul location and spoke to the women and couldn't really get a word in edge wise, for she was screeming at me then hung up. I called back and a man answered, I informed him maybe we were disconnected some how. WOW no we we'rnt and he was yelling, that I couldn't anderstand all he was saying. I asked for his boss and was told she was the boss, I stated I knew their was some one over their heads for me to talk to and was told there was not. I informed him I would be contacting the Attorney Generals Office and aslo the Better Business Bureo. He hung up on me as well. My oppion it took those two men over 6 hours to load, Myself (135 pounds) and one other guy had that U-Haul unloaded in three in a half hours.
Company Response on 11/12/2009:
My name is Maria Palmisano and I am with U-Haul International. I first would like to offer you my apology for the rude treatment you received at our U-Haul Dealer. Please be advised the U-Haul Dealer in question is an independent business and not U-Haul owned. This means they rent U-Haul trucks and trailers as an additional service to the public, however, their main business is their mini-storage. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. As independent businessmen they are free to accept or reject our suggestions in accordance with their own independent judgment. Please be assured the information you provided will be forwarded to our Regional Office for further follow up to ensure our standards are understood and observed. We appreciate the information you provided as it is only through communication with our customers that we learn whether or not our programs are successful.