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.

Comment On This

I had a similarly horrible experience at Uhaul Natick. The staff was rude and unhelpful. They basically made an already stressful experience a nightmare. I will never use Uhaul again as the general customer service staff (at the 800 number) wasn't much better. I spent hours on the phone trying to straighten out what would have been an extremely situation anywhere else. Avoid this place.

Comment On This

Well seven years later and no better!!!