U-Haul Complaint - Great service, lousy product
I rented a 14' truck to move stuff about 1,000 miles. The customer representatives I dealt with were uniformly polite and anxious to please. But the product itself left much to be desired.
Start with the mirrors -- it wasn't possible to adjust the mirrors on the first truck I was given because the set screws were too tight. The reps were unable to loosen the screws, either because they didn't have the right tools or because the slots for the Allen wrench had been rounded out through overuse. It would have been unsafe and foolhardy to drive that truck around the block, much less 1,000 miles.
Then there was the alternator, which gave out after 5 hours of driving. U-Haul left me standing by the side of an Interstate near Cleveland. A local cop took my wife to a motel, and SHE was able to find a local tow company. A simple Google search for "truck towing Macedonia Ohio" (the name of the town on the exit sign 300 yards ahead of me) would have given them the right name. An hour-and-a-half after the breakdown, the truck WE called arrived. About the same time, U-Haul finally figured out to call the same company. If we had waited for them, the response time would have been at least an hour longer. Moreover, U-Haul required me to wait with the truck (on a raw night with traffic whizzing by at 70) if I wanted to get service.
These two problems implicated vehicle and driver safety. U-Haul needs to change its preventative maintenance and roadside assistance procedures because no amount of courtesy makes up for an unsafe vehicle. If I ever need to move, I'll hire a van company or rent from someone else.