UHaul Customer Service (or lack there of)

After booking my UHaul truck through uhaul.com I realized that I booked the wrong size truck, I needed smaller than I chose. I contacted the local uhaul dealer where I was to pick up the truck, Hidden Treasures in Hartsville, TN. It took that location over 24 hours to return my call, only to tell me that she only had a 26' food truck and could not/would not get another size that "if I knew the number to UHAUL I could contact them". I need to know if I should cancel the reservation and start over or if they could modify it. On the reservation email there is a like to send a reply email if there is problems with the rental, I did that and waited over 48 hours for a reply. I finally had to call and sit on hold for a person. I FINALLY got someone in customer service to help me and change the truck to the smaller size (smaller than I needed), however I would have to driver 30 miles out of my way to pick it up because they would not bring it to another rental location (this is a service Penski offers standard). The price when from $29.00 to $60 and the dispatcher acted as if he was giving me the "special" pricing, I still can't figure that one out. I had a reservation time of 10am on Saturday to pick up the uhaul at the location, not of my choice. I received a phone call before 8am the morning I was to receive the truck, the lady at the uhaul place had something to do and would not be in the office at 10am (although her hours are 8-12 on Saturday) I could come later if I choose to do so. I was moving that day and wanted to get the truck as early as possible. I had to spend an hour on the phone with three uhaul customer service people to ensure me that someone would be there at 10am when I went for my truck. They the person in Lafayette (location of pick up) emailed the main office and said that I called her to say that I would not be there to pick up my truck until 11:30am: WHICH I DID NOT DO! I reserved a furniture dolly, which is $7 on line, was charged $10 at pick up. I was told it was in the back of the truck, when I got to my house.... it was not. I called the local office when I realized it only be have the phone answered by a little kid, the lady's son answered the phone at the uhaul location because she was out. She latter left me a message on my cell phone that she "forgot" to make sure the dolly was in the back of the truck she would credit me back the $10. My total bill was $115, that's a far way off from the $29 that I was quoted huh? I had to hire a 3rd mover for $75 (including his lunch) because I did not have a furniture dolly to slide things on, we had to carry everything because we did not get what we asked for. Nothing with Uhaul went smooth, I will never use them again and I will recommend that no one I know uses them either. I asked for a local sales rep to call me on Saturday, still waiting on Thursday. I send and email to UHaul on Monday asking for a call back, still waiting on Thursday. Sent another email, they gave me a number for them to call them back. How hard is it for them to call someone back?

Comment On This

Not only does Uhaul have a horrible customer service record, but their safety standards are pretty scary. To get more information or to share this story with other consumers so that they don't have to go through the same thing, visit www.uhaulsafetyalert.org.