U-Haul

U-Haul

July 6, 2005 On Saturday June 18th, 2005, I reserved a U-Haul truck on-line. My reference # was 29880641. On that paperwork, it states, “The U-Haul regional office for HILLIARD, OH is now in charge of your reservation. They will call you by 5pm tomorrow to schedule your exact pickup time and location. If they have not been able to reach you by 5pm tomorrow, please contact our regional office at (800)282-8575.” As of Friday June 24th, I still had not received a phone call. I called in the morning and spoke with a woman (I did not get her name). She told me that I would receive a phone call that day. I thanked her and hung up. As of 4:22pm that day, I still had not received a phone call. I called back and spoke with a woman by the name of Stacy. I explained to her what happened. She told me that I would get a phone call the day before I was to pick up the truck. (I was scheduled to pick up the truck on Sunday June 26th.)

I asked her why then the paperwork I had said I would get a call by the next day and the woman I spoke with that morning said I would get a phone call that day. She told me that she didn’t know why I was told that but what she was telling me was the truth. At that point, I asked her to verify the hours of the rental place where I would pick up the truck. She sighed very heavily and put me on hold. She came back and told me the hours where from 11am-3pm. I then asked why the hours on my paperwork had stated 12pm-4pm. She asked me, “If you already knew, then why did you ask?” I then asked her to verify the address where I would be picking up the U-Haul. She sighed heavily again and put me on hold. She came back on the phone and told me I would pick it up at 4061 Roberts Road. I told her thank you because my paperwork said 4144 Main Street.

I went to pick up the truck on Sunday June 26th (still without a phone call). I arrived at Buckeye Self Storage at 11:55am. When I arrived, there was a gentleman working helping another customer. He could not figure out how to fill out the contract (computers were down) nor could he find the keys to the truck. I did not pull out of the parking lot until 12:35pm. I returned the truck late Sunday afternoon and placed the keys in the mailbox. I called the (800)282-8575 number the next morning because I wanted to make sure the rental office knew where the keys were and to find out if I needed to do anything else. I spoke with Heather and she told me that she didn’t even have a record of me ever picking up the truck. I explained to her about the computers being down and she agreed that might be why. She gave me the number to Buckeye Self Storage (614-777-0272).

I called and spoke with a gentleman there and let him know that I put the keys in the mailbox. I then asked if there was anything else that I needed to do. He told me no. I then asked if he knew how much my credit card was to be charged. He said that because his computers were still down, he wouldn’t know until later and he would call me when he found out. I thanked him and hung up. At this point, I got on the U-Haul website and sent an e-mail to the customer service just letting them know what happened. I received a response back the same day from a Deanna Gilling. Here is a copy of the e-mail: Barbara

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