I called on Friday 7/9/04 to reserve a truck for 7/10/04. The guy I talked to said someone would contact me between 7 -10 am on Saturday to tell me where to pick up the truck.
Saturday morning came and went. I got NO phone call from anyone. I called 1-800-Go-UHaul THREE different times and was on hold for over an hour every time. I had people waiting at my house to move me. No one called me and I was not able to get in contact with anyone. I couldnt call a store directly because I had no idea who I was supposed to get my truck from. I called again on Sunday. Again, no real people, just hold music and U-Haul commercials.
I tried again to call on Monday, and Tuesday and was put on hold for eons. I was at work, and couldnt hold for an hour. On Wednesday, I finally got through to a real person and explained the situation. I was told I had to speak to Lemon Grove about getting my 5$ refunded.
Once I was transferred, I was told I would get a call back. Dave the manager called me and said he called me twice on Saturday. This is a lie. I had my cell phone with me at all times and I was waiting for a call. He also said he left me a voice mail, and I never received any messages, or I would have called back. I had people waiting to help me move. There is no logical reason why I would not have called back had a message been left. However, as I said, no call was made to me. Dave then told me that he wouldnt refund my 5$ anyway, that was something that the 800 number would have to do.
I called back. I was transferred 4 times and spoke with several rude people, each time explaining my situation. The last person I spoke with told me that there was a message in the computer saying that Dave had called me twice. Again, this is a lie. I suspect that Dave wrote that in the computer AFTER we spoke and he was covering his own mistakes.
She said that I would have to talk to Dave. I said then why did Dave tell me I have to talk to you? She said, she didnt know why, but I have to talk to Dave. I said I wanted to speak to a manager. She said she was a manager. I said then I want to speak to your manager. She transferred me... To the Lemon Grove Store! I spoke with someone there who said there was no manager available.
I called 1-800-464-4291 which is supposed to be the number to regional customer service and waited for a real person. When someone came on the line, I said I need to speak to a customer service manager. The girl asked me to hold. She came back and said "I was told that you need to speak with Dave." I said, how do you know? She said, "That's what I was told."
I have moved 28 times in the last 35 years and I have always used U-Haul. I have never had a problem before. However, the treatment I have received in the last week from this company has been horrendous. I will never use U-Haul again. I am going to tell all my friends about this horrible experience and encourage them to use Budget. I cannot believe that I cannot get a 5$ refund based on the fact that I was never called. I cannot believe that I cannot get through to a customer service manager who believes that a long time customer is worth more than 5$. And I cannot believe how disappointing this experience has been.
Virna
La Mesa, California
U.S.A.
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