My daughter rented a UHaul truck in Washington state for a move. Everything was fine, until she returned the truck. Strong vibrations indicated that the cab was separating from the bed of the truck. She was only several blocks from the drop off location and was able to slowly get the truck to that place. The drop off location was closed for a company picnic so she phoned the national UHaul customer number she had been given. After spending 2 hours (and at least 4 conversations) on the phone, she was first told to wait with the truck for a mechanic. Since this was a Sunday afternoon, they could not tell how long that would take; only that they would call back within 2 hours to give her a time of arrival. Being a 22 year old female, she did not want to wait in downtown Seattle for a mechanic who may not even show up. Then she was told that the truck rental would be free and to leave the truck unlocked in the parking lot with the keys in the cab. Thinking that this was unsafe, she was able to find another UHaul location 2 blocks away. They agreed to move the truck into their locked area for the night. We have spent over 2 weeks dealing the different UHaul representatives trying to get our refund. They can only find one "taped" phone conversation. I was told that the claim number she was given is not a valid UHaul claim number... But somehow they were able to find it after searching their sytem. I was transferred to their insurance reimbursement department and then told that they have no way to reimburse us since the truck was not involved in an accident. I was called by a customer service advocate who was no help at all and then she told me that I would have to wait for another call from the district office. I was called 3 days later and offered a $50 coupon for a future rental (which we will NEVER use). The last call was from this person's supervisor who told me they have gone "out of their way" to fix this problem. Since I paid for the rental I have been talking with these people for over 2 weeks. Now they will only talk to my daughter... Since this suddenly has become "confidential" information. And they still have not produced the 4 "recorded" phone conversations from the day of the rental. (Of course, my daughter did ask for the recordings on that Sunday, but was told that their computers had "suddenly" broken down and the rep had to "hand write" everything... How convenient). This is the worst case of customer "non-service" I have ever encountered. We never even considered a refund of the rental... The only reason we have pursued it is because we were told by 2 different reps that we would get a complete refund. If they can give us a $50 coupon, then they can take $50 off of our rental bill.
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