Approx. 2 weeks before my move date of June 19th I reserved a 15ft. Truck with Uhaul. Once I made the reservation I was told the main hub for handling my area was Philadelphia. I was also told that someone would contact me the day before by 5pm to let me know where I was to pick up the truck. I was moving from Wilmington, DE to Jersey City, NJ. At 4:30 on the 18th I received a call to say that they were having trouble getting trucks my size and someone would call me back by 7 pm. No one called me. I called them and got the run around until by 8pm their offices were closed. I think the customer service dept. Ran me around by keeping me on hold, hanging up on me and making me wait deliberately so that closing time would come and I would no longer be able to call.
The next morning I started calling by 7 am. I was finally told by David that they still didn't have a truck for me, of any size, at my chosen pick up point in Wilmington. I told him I would come to Philly, if necessary, to get it as I had family driving to Delaware to help me with this move. I had also hired people to help me load the truck. Another day or late afternoon that day wouldn't be good for me. He assured me that Uhaul would honor my reservation.
At 8 I still had heard nothing and called again. This time David very clearly told me there was nothing he could do, that the reservation didn't matter and hung up on me in mid sentence. I called back and he told me again he couldn't do anything and hung up again on me. I called again and got a woman who said she would look into other locations and call me back. Bless her she did but told me they still didn't have anything and would have to get back to me. Unfortunately she didn't and I had to keep calling.
Now it's 9, I have people coming to help me move and no truck. My brother calls me enroute and says this is the only weekend I can help you so it's either now or never. I am stressed out with all my belongings on the front lawn. The guys I hired to move me come by and I have to tell them all is up in the air. Due to their schedule they have to leave and can't wait until I maybe have a truck. Now it's all up to my brother, sister and I to move my entire homes furnishings IF we get a truck. Thanks for nothing, Uhaul.
Then my brother calls to tell me to call (name removed by usacomplaints.com). I do. They got me the truck I needed at less than Uhaul's price and with more free miles to make the journey. I had the truck by 12 noon. They were pleasant, courteous, and helpful. At this point I call Uhaul and tell them I don't want their truck and expect the cancellation fee to be waved. David tells me there will be no problem with this as they still don't have a truck for me. He apologizes to me but then hangs up on me in mid sentence again. What kind of way is this to run a business.
My move was delayed by 6 hours. As such I didn't get to my destination for unloading until 10 pm. I am thankful to (name removed) for getting me a truck at such last minute notice but I am appalled at how Uhaul does business. I could and would not ever recommend Uhaul to anyone. Everyone I meet who tells me they are moving I recommend they call Budget. Uhaul cost me time, money and left all of us exhausted beyond belief as we had to do all the moving with no help. Thanks god for family and the other company.
I work in the customer service industry. If I ever spoke with my customers the way the Uhaul people spoke with me I would be fired. As such I can only believe that this is Uhaul corporatewide acceptable behavior. No one should use this company as they are not reliable or helpful. They are also over priced as I found out. I hope this company goes out of business as they deserve to for their poor perfomance.
Don't use uhaul. They are a worhtless, unreliable company that doesn't deserve your business!
Barbara
Jersey City, New Jersey
U.S.A.
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