Uhaul, Natick, MA - rude service experiences on the phone and at the rental location

# 11 for September 24, 2003

Complaints.com received the following on September 23, 2003:

From:

RE: Uhaul, Natick, MA - rude service experiences on the phone and at the rental location

I have a complaint about Uhaul and their lousy customer service practices. On August 12th I reserved a 14 foot truck, about a week later I realized I would need a larger truck to move all my furniture etc., so I called to upgrade to a 17 footer. The local office that I reserved the truck in was Natick, Massachusetts. When I called there the phone rang and rang, I called back and was greeted with a "Yup?"

No indication that it was even Uhaul, just yup. So, I said "Hi, how are you?" and the person on the other line said "What do you want?" I said "First of all I don't like being talked to like that." He hung up, I called back, again the phone rang and rang, finally on my third try he answered and I was upset by then so decided to cancel.

I gave my name and he again said "Yup" and hung up, no indication that my request was even going to be fulfilled. So, I decided to get in my car and drive to the local office. When I arrived there was a line out the door, only one person was working that day obviously, so I waited my turn and noticed each and every customer in front of me was treated rudely. The person working was the same man I spoke to on the phone I discovered after hearing him talk.

I waited my turn and calmly asked the man to check and see if my cancellation request had gone through. He asked for my name and again I got the "Yup" response. So, I said "I just wanted to check since you hung up on me before and were so rude" He actually said "So?" and I said that was a lovely way to treat your customers and that I planned on reporting him to the Better Business Bureau.

He looked at me, and mind you there were at least 5 people behind me at the time, and he said "I don't care who you call....BYE" He actually waved me away and shouted BYE. I was pissed off and embarrassed. I suggest no one go to that Uhaul location.