Timeline:
June 23 — Made a reservation for a 14' truck to be used for a one way move from College Park, MD to Annapolis, MD. The quoted price was $78 for the truck and 50 miles. The confirmation page indicated that someone would contact me.
June 24 - July 6 — no one contacted me
July 7 — called U-Haul location in Hyattsville, MD (assigned pick-up location) to confirm my reservation. The manager (Melvin) had some difficulty with the reservation, and told me to come in on July 15 to pick up my truck.
July 14 — called to check on reservation; at this time the extremely rude ("it's not my fault, i didn't take the reservation") U-Haul rep (her name was "Tee") who answered the phone could not find any documentation of my reservation; she told me to call customer service, and come in on July 15 at 7:00AM when they opened to speak with a manager.
—Called customer service, and all they would do is reconnect me with the local U-Haul location, not much help here.
July 15 — showed up at 7:00am for truck, no truck available; manager (Melvin) remembered speaking with me and promised to do his best to get me a truck.
At this time, I went home and found a much smaller Ryder truck, which eventually cost me more than twice as much as U-Haul, and I lost half a day searching for the replacement. Melvin did find a truck, about an hour after I got the U-Haul, and it was about a 45 minute drive away, and they were going to charge me for the miles.
—I called to get my deposit refunded, and the store wouldn't do it, told me to call corporate, and that I was irresponsible in using the Internet to book my reservation when I should have just called the store in the first place.
If that is the case, U-Haul is wasting a lot of money on their online reservation system if the the stores won't work with it.
JeffLo
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