I reserved a 10' truck at their Broad St. Location in Monroe, GA online. The next day I was confirmed at a different location that was 8 miles outside of Monroe. Since the bulk of the payment is based upon mileage I was concerned that they did this to charge customers more. They assured me they didn't.
I went to the new location on Friday morning as instructed. Upon entering the location, the owner told me that the truck was damaged and that he notified U Haul 3-4 weeks prior to come and get the truck and that he no longer wanted to even be U Haul location do to their poor service support. I called the regional office because I needed a truck that morning.
I was moving 2 disabled people from my church whose landlord had been foreclosed on. Due to a tight time schedule, I also hired to people at $15/hr to help. They told me I could either have a 17' truck in Monroe or the original 10' truck in Loganville. I was concerned about the extra mileage to Loganville (12miles) and cost. She would not give me a mileage credit to offset the distance change. Due to the steep driveway, I was not sure if a 17' truck would work.
She said she could not help any further that this was their policy. I told her to cancel the reservation for now since the location did not have a truck and I would go look at the 17' truck and see if it would work. Upon getting to this location, there was no truck.
When I called in the second time, I spoke with John Brick who is supposedly the President. He said since I cancelled the reservation they didn't have to do anything. I tried to explain and he was as rude on the phone as anyone I have spoken to. Not once did he apologize for the inconvenience nor offer to assist. He proceeded to tell me it was my fault because I cancelled. Apparently the fact that two locations showed a truck in their system but were not for rent was my problem.
As my frustration grew along with my voice, he told me he didn't care what problems I had, who I had to move or that I was paying people by the hour to move and had no truck. He informed me that I could wait for one to show up. I asked to speak to a manager and he told me no. He was the boss and he did not have a boss. Since he is not CEO of U Haul, he does have a boss.
Eventually they sent me to yet another location (Jersey, GA) another 7 miles away to get a truck. I asked him to call and verify that the truck was actually there before I make another trip. He was offended, but did verify the truck was there.in the end, I spent 2 extra hours, drove 25 extra miles and was treated as if I were dirt. If John Brick truly is a President within U Haul, I feel for that company and its employees.
I will agree that one comment John Brick made did end up correct. It was my fault. I chose U Haul. Although U Haul chose not to accept blame, I will gladly accept my error. Never again will I, or any member of my family or circle of friends use this company.
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