I don't even know where to begin with our nightmare with your company. Do I start 5 years ago when we first used your company, or do I start with last night?
I will start 5 years ago, so you know how horrible our experiences have been with you.
5 years ago, my husband and I moved into our first apartment together. What was supposed to be a bitter sweet time, turned out to be royally annoying, due to the fact that, I went to pick up the UHaul, just down the street from my house and was told that I had to drive an hour away to pick it up. My expectation is that, when I make a reservation at a location of yours, I expect to be able to pick the truck up there, not to have to drive half way across the state and be charged for the mileage!
And to top that off, we complained (who wouldn't) and were offered a gift certificate to your company (why in the world would we want to use you again). We said no to the GC. Could have offered us one to a restaurant in the area, that would have been nice.
Last year, when we bought a house, my husband decided to try you again. He made the reservation for a truck at the Sturbridge location, which was right across the street from our apartment. He called the night he was scheduled to pick it up, to make sure the truck was there and was told that he would have to go pick it up in Spencer the next morning, not for the time we had it scheduled for. And of course, would be charged the mileage. We cancelled the reservation and went with Budget. Budget is a little higher, but with discounts from work, it equalled out to the same and the people were really nice and we were able to pick up the truck at the Sturbridge location! TPlus it wass bigger, which worked out good for us. That was such a nice change. Moving is such a stressful experience, I believe that getting your moving truck should not add stress to it. I would hope, that the company we ask to help us, would understand how stressful moving is and not make it more so.
So last night, we were going to go to Home Depot and rent one of their trucks to buy 40 sheets of sheet rock. But it was pouring, so my husband called you guys (big mistake) to make a reservation for a truck to pick up this morning at 6am. He makes the reservation on the phone and was told it was not a problem. Someone then from the Sturbridge location (I think his name was Timmy or Tommy, barely spoke English) called him back and said, no one will be here at 6am, I get there at 8am, you can pick it up then. My husband said, nope I need it for 6am. Timmy, Tommy, told him, come pick it up tonight and I will only charge you for one day. My husband asked if the truck was there and was told yes. He then told whoever that he would be there in 45 minutes to get it.
We get there and the lady behind the counter, has no record of our reservation, has to call someone to find it and then proceeds to tell us that we are scheduled to pick up the truck in Auburn, this morning. It was made clear to Timmy that we needed the truck then and there and we needed to pick it up in Sturbridge. So, we waited for the woman to figure out what was going on with the super slow, DOS computer. Finally half an hour later, we were all set. Then, she asks for a deposit. My husband says, no, I asked the person I spoke to on the phone about that and she said it was not necessary. The counter person demanded it. My husband walked out. We will never ever rent from you again! And this morning, in speaking with friends and family (I think I have told this nightmare to more than 10 people, the dreaded number in customer service), I heard from a couple of people, how many problems they have had with your company.
My suggestion, figure out what Budget is doing right and what makes them such a good company and try to install that in your pathetic excuse for a company.
I wish you luck in business, because really, word is going to get around how much trouble your company is.
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