On June 7, I made a reservation at www.uhaul.com for a 17’ truck and tow dolly for a one-way move between Philadelphia, PA and Wilmington, MA on June 28. At 9:31AM on June 7, I received an automated reply email from U-Haul confirming my order, with order number 20299519. The exact language of the email read “Your order is confirmed.”
I had heard horror stories from friends about their past experiences when U-Haul did not have a truck available when they went to pick up their reservation, so on June 18 at 1:31PM I called U-Haul to confirm my order. I provided my order number and the U-Haul representative assured me that my reservation was confirmed for June 28.
On June 27 at 9:41AM, I received an email from U-Haul confirming my reservation for June 28. The email read, “This is confirmation that the 17’ Moving Van, and Tow Dolly you reserved is scheduled and guaranteed to pickup at 12:00 PM on 06/28 at SAVANNAHS INSTANT AUTO TAG SERVICES, 1233 N 52ND ST, PHILADELPHIA, PA 19131.”
On June 27 at 9:42AM, I received a text message on my cellphone from U-Haul confirming my reservation for June 28 at 12:00PM and requesting that I call Savannahs Instant Auto Tag Services to confirm.
On June 27 at 1:34PM, I called Savannahs Instant Auto Tag Services to confirm my reservation. I spoke with a woman who confirmed that my reservation would be ready for pickup on June 28 at 12:00PM.
On June 28 at approximately 8:00AM, I awoke to find a voicemail on my phone from Savannahs Instant Auto Tag Services informing me that my reservation had been cancelled because I did not pickup my truck at 6:00AM. Between 8:00AM and 10:00AM, I attempted to call Savannahs Instant Auto Tag Services many times, but no one answered the phone nor was there an answering service available. At 10:00AM the same woman that I spoke with on June 27 answered the phone. She informed me that my reservation had been cancelled because I was not there to pickup the reservation at 6:00AM. I informed her that the reservation had been confirmed for 12:00PM and that I had spoken with her the day before. She denied these facts and told me that she would call U-Haul dispatch and arrange for them to contact me with another truck.
At no time on June 28 did U-Haul dispatch contact me to attempt to address the situation caused by U-Haul’s failure to provide their confirmed and guaranteed service. Between 10:00AM and 2:00PM, I made many calls to U-Haul to attempt to get another truck but each U-Haul employee that I spoke with said that there were no trucks available in the Philadelphia area.
I called all other moving truck rental companies, but they also told me that they did not have any trucks available in the Philadelphia area. I had no option to stay at my apartment beyond June 29 because my lease ended that day. I was forced to rent a storage unit in Philadelphia and move to Massachusetts on June 29 with the majority of my belongings in storage in Philadelphia. To move my possessions to the storage unit, I was forced to rent a pick-up truck from a Home Depot located in Philadelphia.
On June 28, numerous U-Haul employees told me that the only compensation available to me for U-Haul’s failure to provide their confirmed and guaranteed service was a $50 credit. This guarantee is prominently advertised on U-Haul’s website at www.uhaul.com/Trucks. I was assured that this credit would appear on my credit card statement within two business days. As of today, August 15, I still have not received any credit from U-Haul nor apology for the hardship that their failure to perform caused me.
U-Haul should immediately credit me the $50 in accordance with their advertised policy.in addition, U-Haul should reimburse me for the storage unit charge and truck rental charge in the amount of $252.40 that I incurred due to U-Haul’s failure to perform. No storage unit charge would have been incurred in the absence of U-Haul’s failure to perform.in lieu of, or in addition to, the storage unit charge reimbursement, I would consider U-Haul’s offer to provide me with the originally contracted moving truck at no expense for the movement of my possessions from Philadelphia, PA to Wilmington, MA.
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