Uhaul Truck Rentals / Moving Truck Rental

On Friday, August 25th I completed an online reservation form at www.uhaul.com, received a reservation number, and a notice saying that I would be contacted by a local Uhaul representative by 5 PM the following day. That same day I received a phone call from someone who claimed he was from the local Sacramento East Uhaul located at Franklin Blvd and Broadway in Sacramento, CA (unfortunately, I did not get his name) and made a confirmed reservation for the date and time that I needed, Saturday, September 2nd at 9 AM. I confirmed at least twice with him over the phone that there would be a 17' truck available to me at this location at 9 AM on 9/2. On Thursday, 8/31, I received a phone call from a Jim at the same local Uhaul letting me know that he had just received my online reservation and that they did not have any trucks available until 6 PM on the day I needed the truck. I spent 10 minutes explaining to him this would not work as moves are usually scheduled at certain times for a reason, and that I had confirmed a reservation and that I needed to have a truck at the time that I had been promised. He said the best they could do would be to see if any other locations had a truck available and that I might not get a truck at the time I needed. Frustrated, I hung up the phone with only the hope of being contacted that day by another location with a truck available when I needed it. I then proceeded to contact the regional office to complain and ask that any extra mileage I incurred driving to another location would not be charged. I spoke with Andrea, who told me that she was a supervisor, and I explained my situation. She put me on hold and came back to tell me that they could get me a truck at a location further away for the afternoon that I needed the truck. Again, I explained that I had to have the truck in the morning. She told me that there was nothing she could do because they tell their customers that reservations are subject to availability. I explained that it is my understanding that if you speak to someone at a company and set an appointment to pick up a truck at a certain time on a certain date, that this means the truck is available to you and not subject to being ripped out from underneath you at the last minute. At this time I also explained that I did not feel that I should be charged for any extra mileage incurred due to their mistake. She told me that it was impossible for them not to charge me, and even agreed that it was "physically" impossible. When I asked to speak to her manager she informed me that there was no one there at that time, and when I asked when someone might be in she told me she didn’t know. When I asked her to verify that she had just told me that she did not know when any of her managers worked, her reply was, "Yes." I find that very hard to believe. I also heard another woman in the background claiming that she did would ignore her phone and that she would "fight a customer." Feeling defeated, I requested that she find me a location with a truck available at 9 AM. She found one for me 15 miles away from where I had my original reservation at their Rancho Cordova, CA location. I accepted the reservation, and then called Penske Truck Rentals and spoke with Bob at their Citrus Heights location and had a truck reserved and confirmed within 5 minutes. I will be paying more, but am willing to pay almost any price to not have to deal with Uhaul again. I cancelled my truck rental with Uhaul, and I will never use their company again, and I will tell every single person I know and even those I don't, to never use them.

Marian Lais

District Administrative Coordinator

Assistant to Michael Wheeler

National City Mortgage, a division of National City Bank

1601 Response Road, Suite 260

Sacramento, CA 95815

Phone: (916) 561-5018

Toll Free: (888) 310-7782, Ext. 5018

Fax: (916) 567-4548

Email: Email User

-------------------------------------------------------------------------------------------

***The following annotations have been made

-------------------------------------------------------------------------------------------

Please be aware that e-mail is NOT a secured communication vehicle, and that others may in certain circumstances be able to view its contents. As a result, while we are happy to provide this information by e-mail, we do NOT conduct actual business transactions by e-mail. Please contact the sender directly if you have any concerns about this message. All loans subject to credit approval and property appraisal. Equal Housing Lender. This communication is a confidential and proprietary business communication. It is intended solely for the use of the designated recipient(s). If this communication is received in error, please contact the sender and delete this communication. ==============================================================================