U-haul, Shelbina, MO - On July 22, 2004 I rented a truck from a U-haul representative dealer in Shelbina, MO for a one way, 15 hour trip to Thomasville, GA. Although the agent that rented me the truck was very nice and pleasant to deal with, he totally mi

U-haul, Shelbina, MO - On July 22, 2004 I rented a truck from a U-haul representative dealer in Shelbina, MO for a one way, 15 hour trip to Thomasville, GA. Although the agent that rented me the truck was very nice and pleasant to deal with, he totally misrepresented the condition of the truck

John R P.O. Box 79 Newark, MO 63458 Customer Service Redefined On July 22, 2004 I rented a truck from a U-haul representative dealer in Shelbina, MO for a one way, 15 hour trip to Thomasville, GA. Although the agent that rented me the truck was very nice and pleasant to deal with, he totally misrepresented the condition of the truck. After only an hour on the road there were signs of trouble displaying. I called the customer service hotline immediately, that’s where the real problems started. If you must complain…hurry up! My call was answered by someone who spoke so fast that I could barely make out what was being asked of me: I began, however, to describe the symptoms I detected with the truck. I was abruptly cut off and told I needed to speak to “roadside assistance”:

I thought that I was speaking to them. Anyway, my call was then answered by a lady who asked if I had an emergency, as I once again began to describe the symptoms (in order to allow her to define emergency for me) she then rather irritated told me that there were other customers who had emergencies that were ahead of me and without announcement I was placed on hold before ever relaying my concerns.

And, to make matters worse she never came back to the phone. I stayed on the phone long enough to here the voice over message that said if the vehicle was drivable to proceed to my destination because my call was recorded and I would be contacted in the morning. So I resolved to do just that, having given them at least I have a prob…? Cop spots u-haul After about three to four hours of travel it appears that, maybe, the u-haul will make the trip after all. It’s not running the best but its still running. And besides, u-haul is going to call in the morning so I will be able to tell them of the roughness of the driving. I pulled into a gas station near Cape Giraddeau, MO and saw a state trooper approaching us ( I was moving my mother-in-law back to Thomasville, GA): he said we had know tail lights.

I thought for sure he would give us a citation. He didn’t. Actually, he took about 30 to 40 minutes to fix u-haul’s faulty wiring system that was blowing the fuse each time he plugged in the wires (which, although them had color matching instructions – the wires were of course differ colors).

John R

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