Our experience with U-Haul has been a complete NIGHTMARE! The movers we hired through the U-Haul service never showed up despite several phone calls from them, including one saying they were on their way! They didn't want to come because apparently they are not actually in Dallas / Irving but out in some small rural town. It was raining over several days, but only off and on. They just didn't want to be bothered driving in when they said it was raining in their area (but not in ours!) You already had our money, since pre-pay and get a coupn to give the movers. We were offered no help whatsoever on what to do. I found out later that we could have re-contracted with another set of movers.inSTEAD we were just told we would get a credit in 36 hours plus however long it took for the credit card to credit it.
So, two women were forced to load an entire truck by themselves. We took over two days to get it done making us even later than the time we wasted waiting for the movers to come. THEN, we get in the truck and start it up and there is no air conditioning/het/fan. It worked when we picked it up. It was totally dead now.
We went to the U-Haul that we rented it from because we also had to pick up the car trailer. There we are told that because it is a new truck, they won't fix it. It has to go back to Ford and Ford is closed. The only thing we offered is to unload this entire truck oursleves and load it on another one!!!
Finally we decide we are so late that we will have to drive it without air and heat, eventhough we have to cross the Mojave desert and go through mountains. The rep in U-Haul, Tori, was very nice and expressed to us that this was ridiculous. She gave us $150 back on the rental and told us she was informing Larry, the manager, about what had happened to us. She told us to call when we got to California because we should receive a further credit ebcause of having to drive a truck that was not working and having movers who called and said they were on the way and just totally blew us off, causing us to be held up for such an extended period.
We get to California and call California regional office and are tell them we are going to have to keep the truck because in addition to being made to leave so many days late and my daughter missing her first college classes, we have lost the place we were going to live and have to find another one. We didn't want to try and unload this whole truck into storage, only to load another right back up again as I have stated we are two women. California says that Texas was wrong to tell us that, as they have no responsibility and cannot give any credits. Please note they did not mention at any time the neccessity for coming in and signing a new contract!!! They refer us back to texas. We call Texas and get one of the rudest least cutomer intersted people I've ever dealt with: Larry. First he says he's "busy" and leaves us on hold for 20 minutes. I guess he thought we'd give up. When he finally gets on the line he says that he won't do anything; that the $150 was all we should get, PLUS he states that Emove said we paid the movers in advance and we shouldn't have done this. Now this is an out and out LIE. It's possible that emove was stupid enough to lie, but more likely that it was Larry. I have credit card and email records that clearly show that we followed procedure from start to finish. We paid online AS REQUIRED but we did not give the coupon to the movers as WE NEVER SAW THEM. I explained to Larry that we were going to have to keep the truck for longer and could we at least have a credit for that. He says that's what the $150.00 was for. Another lie. That was for having to drive a truck with no heat and A/C. AT NO TIME DID LARRY SAY WE NEEDED TO GO IN AND SIGN A NEW CONTRACT!!! THE TRUCK WAS ALREADY OVERDUE AT THAT TIME AND HE NEVER SAID A WORD!!!
Now, today, after we have finally found an apartment and signed a lease, we got to pick up our truck from where it was LEGALLY parked and unload it and it's gone. When I call U-Haul, I find that they have picked up our truck as abandoned. Further on top of the extra rental fees that we were expecting, we have to pay a huge amount of fees for them picking up the truck. When I explain the situation, they are TOTALLY NOT INTERESTED. No one bothers to check ANYTHING. I finally agree to come in Monday, pay a partial amount unload this truck into another one and sign a note for the rest. I call the California Regional office back to complain and they tell me that it was TEXAS that complained the truck was overdue and that further TEXAS claimed the tried to call us repeatedly, every day the truck was overdue. This is a complete and total LIE AGAIN! I have cell phone records that prove they never called a single time. That egregious Larry had promised to investigate further and call back and never did even that. I have the records that prove it. Our cell numbers changed to CA numbers, but just now. The entire time, from when we were overdue before we called ourselves till the day the truck was picked up, when oue Texas number was still good, WE WERE NEVER CONTACTED!!! AND, WE HAD CONTACTED BOTH CALIFORNIA AND TEXAS!!!
When I look at the printout, IT SAYS NOTHING about coming in to sign a new contract!!! It says "estimated"!!! Date of return AND it tells the charges to keep the truck for extra days.
This is the most outrageous abuse of customers I have ever received in my life. The only helpful people who even remotely cared about their service or what massive problems U-Haul caused their customers were the second CA regional rep I talked to and Tori in Fort Worth.
When I get online to find a national office to make a complaint with, I find DOZENS of websites and references to U-Haul's outrageous treatment of it's customers. To say I am angry and disappointed would be the understatement of the century. We have been lied to, misled and treated worse than I have ever been treated by any company I've ever dealt with.
Germaine
Los Angeles, California
U.S.A.
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