I have to admit that the customer service at the shipping and receiving ends were very pleasant. I don't know if it's the computer system or the lack of training as to how to use the computer system, but it took over 1 hour (from 2 trips) of waiting to process the info to ship and bill. That's my first complaint!
My daughter took care of the planning and I paid. It cost me over $1100 to ship the U-Box from Stockton to Flagstaff. I helped them back up the box on July 19. They had it back to the Stockton office the same day. My daughter was told she would receive a phone call within 3-4 days as to when the box was picked up. She never did! She called them 3 days later. She was told the box was picked up and shipped on the 27th (which was not correct as it turned out). The transaction took place on the 24th (I have a copy of the paperwork now).
The plan was to have the box shipped ahead, stored for a week or so until we got there. We left on the 2nd of Aug. And my daughter called then and was told it still hadn't arrived in Flagstaff. We began to worry. We arrived in Flagstaff on Aug. 3 and went to the Flagstaff U-Haul office and they couldn't even tell us where it was. The manager there said it shouldn't take anymore than 4 days. All they could tell us was that it was in transit. What kind of tracking system do you have???
My daughter called the U-Haul place 3 times and got a run around. All they could tell her was that the box was shipped on the 27th and it was in transit. For how many days??? Where on earth did this box sit???
Now we were really getting upset. My daughter and boyfriend had no place to sleep, had no place to sit, thankfully they had some clothes and packed her boyfriend's large flat screen TV in the car.
My husband and I only planned to stay until the morning of Aug. 6 so we could help them unpack the U-Box. The box still wasn't there. We wound up spending extra $ to make them more comfortable while they waited - not even knowing when the box was going to arrive.
We were notified by my daughter on the morning of Aug. 8th that the box finally arrived. They discovered that the dresser (which was brand new) had a crack in it.
They were compensated slightly in Flagstaff. I believe they gave them close to $50 off (which was the $ I transferred into her bank account).
I am very upset with the way things were handled. I expect to be reimbursed some of the money that I was charged for our suffering and the extra $ I laid out to make my daughter and her boyfriend comfortable. This is supposed to be a great time in their lives - Transferring as Juniors in college. I was very proud as to how my daughter handled all of the arrangements and I think it is a shame that the first major and stressful thing that she handled on her own (a move) turned out to be more stressful because of an incompetent company that can't track anything. Really now - 3 weeks for a 13 hr. Drive and not be able to tell us where the box was!!!
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