My email to U-Haul's customer service should explain the whole situation. This has been a nightmare. Do NOT EVER go with U-Haul. This is the third time I've had serious issues with customer service:
I booked this 17' uhaul a month in advance to do a one way move from San Jose to Foster City (San Mateo). I had already made multiple calls to ensure I understood the procedure and was told I would get a call the day before the move (today Feb 28th) so I could tell them what time I'd like to pick up the truck.
Today came and I got a call from the San Jose Uhaul on 33 Lewis saying that "there's no truck". My things are packed, people's time has been booked and I have to move March 1st, tomorrow. I'll be forced to move my stuff out of the apartment whether i move or not.
Without a truck I cant get my belongings to my destination and will have to literally sit outside my aparment with all my furniture until I can get a truck to move it. "There's no trucks in available in your area" is an UNACCEPTABLE answer when I have placed my deposit and reservation a month in advance.
I called the reservation manager at 800.354.3279 and spoke to EVA. All she could say was they were "working on it". When asked to define this, she said they'd try to have a truck into San Jose by March 1st, tomorrow. "There's no truck" and "we're working on it" is not what I call a reservation system when I have gotten a confirmation number and many verbal assurances and I've made a deposit. I expect to have a truck the day I reserved it. It doesnt get much simpler than that.
It's 5:14pm Feb 28, I've gotten no call that a truck has come in for me for my move tomorrow... So i've been told to sit here and wait until they call to tell me that they do. They told me they were having problems getting trucks back in the San Jose area, but your know what? Those are your internal problems. I don't care to hear about them.
All I want is to get the truck I reserved the day I reserved it. What the hell am I supposed to do if you fall through on another promise. I'll be left outside my doorstep with all my furniture and belongings and nothing to transport it. I'm sitting here twiddling my fingers waiting for a phone call. And now I have to wait some more tomorrow morning, THE DAY OF MY MOVE WHICH I HAVE PLANNED CAREFULLY FOR A MONTH! Put yourself in this situation and tell me how you would feel.
Vanessa
Foster City, California
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