I received a call from one of the rep within two business days. The person I was talking to was very unprofessional, keeps putting me on hold while asking me what happened the day of my move (It reminded me when I got stuck, I was on hold for long time before I was able to get with someone). I tried telling her my whole event, but she cut me short... I was told that since my move was successful (yes, a day later) U-Haul can only provide $40 coupon/rebate towards future rental or misc purchase at U-Haul store.
Let me tell you my event that day Sunday July 30th. I got stuck with your U-haul truck (GH1253R) around 9:24am going west bound on Rt. 80 in Pennsylvania on mile marker 166.1. I called the Hotline and was on hold for over an hour, by the time I was done speaking with a rep it was 10:36am the Reference# 2554751. I was promised that someone would be there to service my vehicle within a half hour. After being on hold for so long my cell phone battery was beginning to run out... I was able to give the Ref# to my wife and she was able to contact U-haul and follow-up. Around 11:30am, I did not get a phone call. Around 12:30pm, still did not get a phone call. Around 1:17pm, I got a call from rep Ashley (800-468-4285), I let her know that my cell battery is running out... Again I was promised a call back within half hour.
All this time, I was told they could not find any mechanic within a 70 mile radius because it was Sunday. It's funny, most people that rent U-haul trucks move on the weekend. Anyway around 3:03pm, I got a call from the rep and was told that some one will be around at least 2 hours from now. During this time my wife had already reached our destination and was calling your customer service department every hour to check the status of my case. She was hung up by one rep, had a manager yell at her because she was questioning there service and was of course kept on hold for at least a half hour each time. Needless to say no one was able to tell her when someone was going to come and help me. She had no way of contacting me since my cell phone went dead hours ago. She even had to contact the state police to check and see if I was okay. At last around 5:05pm, the first mechanic arrived.
After checking the truck, he determined that the truck ran out of gas. It's amazing how the truck itself still shows more than a quarter of a tank left on the gauge. The first mechanic told me that he has to go and get gas and was told he will be back within an hour. While I was waiting around 5:35pm, another truck stopped by from Eagle Towing. Apparently, they got a call from U-haul around 5pm that I was stuck... WAIT! I've been waiting there at that same location since 9:24am, and all it took was a phone call to this company and they were there within 30 minutes. AMAZING! Luckily, Eagle Towing has gas available and was able to fill 5 gallons worth in the tank. I was then able to start the truck, and proceed to exit 158 Milesburg, PA while Eagle Towing followed me and helped me. I still don't know what happened to the first mechanic... I don't know where he went... I was able to fill the tank and finally have some dinner.
In short, I was in 90 degree heat, in the sun, no food, and thanks goodness I had bottled water with me. The gas gauge is defective, it was showing over quarter of a tank left when I got stuck... Even Eagle Towing can attest to this. I understand if I ran out of gas, but if you rely on the gauge, no matter what... You will get stuck. The amount of time on hold was entirely too long. The promises that they will call me back... That didn't help at all. I want my money refunded. How can you leave your customers stranded on the road for hours on end and not do anything about it. Your customer service reps were useless and the time it takes to get someone is ridiculous.By the way, I have pictures of the gas gauge, mile marker and the truck that I rented. Also, I don't appreciate being accused of taking pictures of other trucks in lieu of the truck that I was stuck with. I was told that the truck that I was using had no problems and that they rented it out immediately after I returned it. All I know I was stuck with that truck for almost 9 hours.
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