I can truly say that Saturday, Feb 1 was the worst day of my life. I have never dealt with a company and was put thru such a run around. First of all I must say that U-Hell needs to throw their reservation service out the window. My daughter was moving into her very 1st apartment so I went on the internet to reserve a truck. Well first of all the internet ask you questions and then they determine what size truck you should get. I indicated that I wanted to move funiture for a studio to one bedroom apartment.
When I received my confirmation that my reservation went thru they had assigned the biggest truck in the world. I'm no truck driver so I figured the professionals should know better than me. As promised the day before my someone left a messesage regarding my reservations and indicated that I made have to take a smaller truck because they do not have a truck that large. I called the woman back and indicated that I needed the smallest truck they had she said OK someone will call you in the morning and let you know where to pick up the truck. At 10:30 I called the number she gave me and the woman who answered to phone stated that they don't have any equiment at the moment and to call back. 11:00 I called and I got the same answer.
I ask the lady when will trucks start coming in she stated it could be morning noon or night. I said to her that they should tell you that you are not guaranteed a truck when you make a reservation she stated that she couldn't help me with that I need to contact 1-800-GOUHAUL.
I called the 1-800 # and after 20 minutes of listening to advertisements someone gets on the phone and i go thru my whole story with them and and the next thing I know I'm being transferred because I hear those advertisements again. I sit on hold for another 20 minutes and someone finally answers the phone and it's the same woman I had spoke to indicating that I should complain to the 1-800 #.
Well I go back and dial the 1-800 # and after sitting on hold again for another 20 minutes to a half hour someone picks up and I tell them my story again and the next thing I know I'm hearing these advertisements again. Meanwhile I have people at my house waiting to move my daughter and were're like sitting ducks waiting for a truck. They started to move boxes and whatever could fit into the cars that was available and hoping that we would get a truck by the time we were ready to move her bed and futon. OK remember I'm on hold again when someone finally pick up it's that same woman I started out with.
Now I'm really upset and all she can say is I'm sorry Ms all I can do is call you when a truck comes in. I call the 1-800 # again and this time before I tell my story I ask the operator to please do not transfer my call to the Brooklyn regional office I would like to speak to a manager. She stated that all she could do was transfer me to customer service. Well I figure I would get somewhere then.
A sales representative named Brian pick up the phone. I said to Brian I would like to know what does reservations mean to this organization. He indicated that it meant you are garanteed the price quoted to you and that you reserve a truck for the day you request. I said OK then why don't I have a truck today if I made a reservation for one.
Well Brian went on and on about although I made a reservation they don't put a truck and let it sit there waiting for your reservation to come up (like I'm some dummy) any way we was going back and forth and Brian started to get real nasty with me. I stated to him that as a trained customer service rep you should you are trained to deal with angry customers like myself and that If it happened to him I'm sure you wouldn't feel good about it.
Anyway I must I pushed a button because Mr. Brian hung up on me. Now in my organization if you hang up on a customer you are automatically fired. Now I'm really pissed. I forgot to mention at one point by going back and forth with the phone reps and being put on hold I had a house phone, and 2 cell phones and all my batteries was going dead.
It's about three o'clock now and the co-op my daughter was moving in had rules that you could be fined if you move in after 4:00 P.M.
We decided to go on to a u-haul office on 4th avenue and atlantic and see if we could get a truck. They had at least 10 trucks in the lot and I told the sales person I need a truck. She said she we don't have any so I asked about all the trucks in the lot and she stated that they are for persons with reservations.
I indicated that I have a reservation she took down my information and called (I'm assuming) the Brooklyn regional office and gave them my reservation #. I don't know what the person said on the other end but I hear her said "Oh, I can't help her".
When she got off she said we don't have any trucks. My daughter asked what about the trucks on the lot and she said Oh they don't work.
Now I don't own my own business but I'm sure if you are a truck rental place i'm sure you won't have 10 broken trucks sitting in you lot.
After wasting my whole day with U-Haul I finally go home and call BUDGET. They had a truck available but you have to rent overnight not a problem. But when I get up the next day to take the truck back I have a ticket on the truck indicating that you cannot park trucks on a residential block.
Now not only did you take my $5 for service not received but you also costed me an extra $35 for a ticket. You know i'm pissed by now so when I get to work Monday morning I call U-HAUL the woman who anwser the phone ask for my reservation #.
I give it to her and she states Oh that's still open do you still want the truck. I justed laughed and stated that I was calling to get a refund for services not received (my $5).
Again she couldn't help me and told me to call the 1-800 # who transferred me back to the regional office who transferred me back to the 1-800 # yada yada yada. Finally I get this nice many on the phone Josewho was very understanding.
He helpped me to get the corproate office customer service # and i was able to put in a claim. It's been 2 days now and no one has contacted me yet. I'm not one to fuss about $5 but because of all the trouble U-Hell put me thru I refuse the let them have my $5 reservation fee.
To all who read this it's worth it to spend the extra money for Budget and Penske.
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