U-Haul Truck Rental

Smithtown, NY

On July 5, 2006 we reserved a 17 foot truck with a tow dolly for a one-way trip from Long Island, NY to Cleveland, OH. The pick-up date was for July 29th. According to the contract, thjey were to call us by 5pm on July 28 to inform us whetre we could pick up the truck. Issues/chronology:

1. No call from U-Haul on July 28.

2. I went to the rental office at 8am on July 29. We were informed that there was no truck available. We were on the waiting list. They anticipated us getting a truck by either 11am or 1pm but that since we had made our reservations about 3.5 weeks in advance, we would be one of the top three on their prioriity list, and a 17 foot truck is very common in that area, I need not worry.

3. I called at 11am... no truck.

4. I called several times between 1pm and 1:30pm... no answer.

5. I called at 2pm... a truck had been identified. When it was turned in, we would get a call. We would need to pick it up in Riverhead, NY (about 45 minutes away). Nop time established but it "could be 5 minutes, it could be 2 hours."

6. I called office several times between 4pm and 4:15pm... no answer.

7. I called their national cusotmer service line at 4:15pm. On hold for 15 minutes. They could not offer any service but refered me to ther "Regional Office."

8. I called the Regional Office at 4:35pm. They were aware of the situation but no truck was available. I asked if any 17ft trucks were returned that day anywhere on Long Island (a metro area of 3 million people) and was told "no."

9. I called the local office at 4:45. I was refered to the Regional Office.

Desperation was setting in at this point. I called both Budget and Penske and they each had trucks available. Although they were more expensive than U-Haul, they were available. I booked a Penskee truck at 5pm and had it by 7pm. Their servcie was great. The move occurred without further incident.

It is now Monday, August 1 and we never received a return phone call from U-Haul at anytime. It is unbelievable that a major corporation would have such sloppy customer service. Theese people are abjectly incompetent. I will never use them again.

Chuck K.