U-Haul Complaint - Unreliable Uhaul - Van rental
MANHATTAN, NEW YORK -- Booked a van for early afternoon on Friday at about 12:30p for a van to be picked up at 2pm. Needed a van to pick up goods in storage that is costing me $30 per day. All good so far. Took car service ($14) to get there and arrived at 2pm. When I got there, I was told computer was down an hour ago and don't know when it will get back up. They can't process any reservations without computers. No one even called me to tell me about the problem until I got there. Seemed to be a lack of communication. Waited at the service desk for 1.5 hrs until I missed my cargo pickup time altogether. Had to cancel my reservation and rebook for Monday. What has their unreliability in service cost me for this?
Transport to and from U-haul $16. Extra 3 day storage cost $90. Total $106 + few hours of wasted time. If you have an important delivery or pickup to make, don't count on them and prepare your own backup plans.
They really should have some sort of backup system, maybe even an old fashioned system using plain old paperwork and phone, and having the people at call center for this location to confirm all the information. They already have dedicated people at call center take reservations just for the Manhattan location so I don't understand why they can't use these same people to complete the rental paperwork.
Was told the problem was LOCAL cabling to computer. They have so many trucks and vans on site and they couldn't even invest in doubling up the cabling to reroute the network in case it fails. Cabling is so cheap these days and they can't even perform some simple fail-safe system. Really short sighted and poor planning - I'm sure their systems will fail some other time soon since they don't have proper back-up plans in place. That I believe is something they can guarantee.
Updated: Make sure you demand $50 cash guarantee on the spot if they fail to fulfill your reservation w/ your vehicle of choice and your location and time. I didn't do it at the site and made a phone call next day. They wouldn't give me $50 cash and instead gave me a $50 coupon to use on next rental. If enough people would do this, maybe uhaul would get their act together.