I reserved truck directly at Deptford, NJ store for a local move for Sep. 28. On day before and day of, tried to confirm reservation but would be placed on hold forever. Finally got through at about time of reservation.
The same guy for all other "on hold" phone calls said it was ready. I arrive and am told that my truck "broke down" and that I'd have to take a smaller truck. He "forgot" to tell me minutes before on the phone. No one offered to call other area locations for a reserved or larger size truck. I had no choice but to take the truck.
The manager wasn't there, and I was offered no compensation for the extra mileage and fuel used for making two trips instead of one, not to mention the extra time I needed my helpers (fortunately they are friends).
I called the manager the next day to complain about this poor service and to demand a refund of my doubled mileage and fuel charge. He said he could only reimburse the extra mileage fee. More interesting is that he contradicted his employee's story about my truck. He said that U-Haul HQ ordered his store to give my truck to someone else whose reservation for a larger truck at another location could not be honored.
Incredulous, I asked him how the corporate office could override a direct reservation made with him, and he said that he had to follow orders.
I sent an on-line complaint to U-Haul customer service around early November. A woman acknowledged receipt and said that it would be forwarded to a regional manager who would respond.
I never heard from U-Haul again despite follow-up emails. I filed a complaint with the Better Business Bureau about a month ago, and haven't heard anything. BBB's rating of U-Haul is good, despite the many horror stories that one can find on the web.
I don't trust the BBB; if a company has a poor rating, it must be really, really bad. Because of this experience, and the many complaints that I've seen on the web, I will look to another company next time, and recommend the same.
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