U-Haul Complaint - I gave them a second chance! Now I regret it!
OCEANSIDE, CALIFORNIA -- When my husband and I moved from Phoenix to California we decided to drive the truck ourselves and use Uhaul's emove service to help with the load unload of our stuff. When we got our truck in Phoenix the truck had over 300K miles on it, and the A/C didn't work. We complained as it was May and crossing the desert in anything without a/c would have been a death sentence. But we decided to drive at night and deal with it. Our movers doing the load called to cancel and reschedule for early a.m. the next day. I told them to arrive as early as possible as we wanted to get across the desert before the heat hit. As it would turn out they got there at 8a.m. and finished at noon, wonderful time to head across the desert! But we decided to just deal with it, got a ton of bottled water and gatorade and headed out. That was when we discovered the radio was broken and that the engine made the cab even hotter. We had to stop every 30 minutes literally because our butts were getting hot and we felt like we were going to faint. A drive that would normally take 6 hours took 10 hours! The next day the movers showed up bright and early at our new home and unloaded us in two hours, they were wonderful.
After that experience since the movers were so great and we were only doing an intown move we decided to try UHaul again. No one ever called to confirm the reservation and I had to call the night before the move. They called the morning of the move and told us that our truck was available but that we had to get there before 4:30 because at 4:30 they stopped helping customers (what a wonderful attitude). We got there at 2:00 got the truck and they could hardly start it. They told us it was because it had been sitting all day and that it wasn't "warmed" up. I asked for another truck but they told me that there was none other in the area (we reserved a 26' truck). Also the truck was full of trash left over from the people who had used it last and one of the panels on the inside was hanging down into the interior of the truck and the guy at the Uhaul used pliers to rip it off. This showed me the wonderful care they took of their vehicles. So we get the truck and later that day the movers show up to do our load. The movers were inexperienced and slow, too slow, it took them 5 hours to load the truck and they didn't even get 1/2 of our stuff in it, and we came out in the same size truck a few months ago! When we went to start it, it was dead, no starting, nothing. We called Uhaul and they sent out AAA mechanic. He tried to jump it, but it wasn't the battery, it was the starter. So, he called Uhaul and they said we would have to wait until the next day to get another truck. We had already spent $50 per hour on the load with the movers and now we couldn't move the truck! Thankfully my husband had the bright idea to push start the truck. Pushing a 26' loaded diesel was not my idea of fun, but it worked. So we get it started and over to the new house. Our movers proceded to scratch every wall and piece of furniture that we own. I think they were pissed because of the crappy truck we got and the fact that they were now 3 hours late for their next move. We called Uhaul again and told them that we got it moved but it had to be push started. They told us to push start it again and bring it to a service center that was close to our new house. We did this and the manager at that location knocked 50% off of our bill. Three days later I am still getting calls from the original location wanting to know where their truck is. I have spoken with 2 individuals now at the original rental location to inform them of the trucks issues. They keep calling me and I don't know why they can't communicate with each other. And to top it all off we left our garage remote in the truck. I called the UHaul where we took the truck to see if they could find it. They said they had it and they would hold it for us. I went by yesterday to pick it up and the girls behind the counter were shouting at each other. I thought they were going to brawl right there in front of me and the other customers in line! It was unbelievable!
I read some of the other responses on here by peple who work for Uhaul. My advice to you is to get a clue. If customers wanted to have to read a manual on how to deal with your company you should preface that before we get stuck dealing with your crappy people and crappy trucks. I work in customer service and would never think of raising my voice at someone let alone one of my co-workers. If your company cared at all about their customers you would be available 24 hours per day (people move after 5p.m.!) and you should put more money into your vehicles and maintenance. And if you really cared at all you would survey your customers like any major organization and find out what areas you need to change in order to serve your customers better. Individual locations should be required to have all of their vehicles maintenanced and you as the parent corporation should inspect these on a regular basis. You should also be surveying the customers that deal with the employees of these satellite stores to see what our perception is. Someday the work will get out there that the big wigs don't care and the $$ will start to go away and to rental companies like Penske and Hertz that are organized and forward thinking. All I see is a big corporation hogging money from their customers and employees (most are hardly trained and have never been to a customer retention seminar in their lives) because it is glaring obvious that they have not invested in anything besides their corporate office and their website. DO NOT USE UHAUL!!