I'm writing regarding reservation number 04854XXX. I made this reservation through the 800-GO-U-HAUL customer service number. I told the agent that I needed a van for Saturday July 29 at 5:30 in the morning. They proceeded to tell me that none of the locations were open at that hour and I would need to pick it up the day before. I told them that would not be a problem and I could return it by noon on Saturday. The reservation was confirmed by the North White Plains location. Upon picking up the van I was informed that I needed to have the van back by 7AM Saturday. I needed to be at the location to pick up the item at 7AM so that was impossible and the reservation agent that took my reservation was aware of that. I spoke to the assistant manager and after waiting an hour I was told he could not help me and the reservation was canceled. This reservation was made under false pretense and I would like my $5.00 reservation hold charge to be credited since I was not provided with the service reserved.
Additionally I must comment that I have NEVER experienced such an unprofessional business atmosphere in my life. The agents at this location are rude and antagonistic. (Both male and female agents) I also wonder if you have a dress code as beside the uniform shirt the representation of a corporate image was not there.
Furthermore when calling the 877-797-1466 office and speaking to manager Steve Roy is was even more surprised. He was also very arrogant and non responsive to "customer service". He should have been able to solve this problem and credit my account. His only response was the agents at corporate have no idea when the vans need to be back this happens all the time. WELL! If it happens all the time then you all should all ready be aware of it. The agent that spoke to me should not have told me that I would have the van from the night before through the following day. I SHOULD NOT have to pay a 5.00 charge for her mistake.
Uhaul this is how you loose customers not get them!
In the process of this mistake a worker that could not be contacted traveled from Brooklyn to Manhattan to meet the van at 6AM Saturday morning. He had to be paid for his time. Additionally I lost sale of the piece of furniture I was picking up. You lost me $1000's and I want you to credit the 5.00 to my account.
Sincerely,
VC
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