• Report: #939742

Complaint Review: UHaul McPhillips St. Winnipeg MB

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  • Submitted: Tue, September 11, 2012
  • Updated: Tue, October 23, 2012

  • Reported By: Alexandra — New Waterford Nova Scotia Canada
UHaul McPhillips St. Winnipeg MB
175 McPhillips St Winnipeg, Manitoba Canada

UHaul McPhillips St. Winnipeg MB Outright lied about delivery! Now I'm stuck with an 8 hour drive + unload/load/unload and huge logistical problems! Winnipeg, Manitoba Canada

*Author of original report: Resolution

*Author of original report: Unable to get a response

*UPDATE Employee: U-Haul Cares

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After checking several ways of moving from Winnipeg, MB, Canada to Sydney, Nova Scotia I decided to go with the UBox pod from Uhaul because online at UHaul Internation not only does it say they deliver anywhere, it specifically states delivery to Sydney, NS. I checked the recommended size of box for my belongings and then decided to go in person to make the booking for a couple of months of storage in Winnipeg and then have it shipped.



At the time of arranging storage and moving, we discussed contents and the rep assured me the box would be large enough. He also they deliver to Sydney and confirmed it online. When he was putting the order through, he said it was odd because even though it said destination Sydney, he couldn't book it straight through. It kept routing him to Charlottetown and Dartmouth. He double-checked online and verified it said Sydney. Just to be safe, he gave me a cell number for the UBox person in charge so I could call to make sure. I didn't need storage at the other end, just delivery.



I called the number and was told the UBox pods go to a storage depot first and then the local UHaul will arrange to have it shipped from there. I asked if there would be any other charges and was told the cost included shipping to Sydney. I was satisfied and returned to the McPhillips location and booked the Ubox.



When I arrived to load the pod, they seemed confused and couldn't find the order. They suggested we use a demo box they had in the yard.  When we opened the box, it was nowhere near capable of holding what they advertised (a one-bedroom apartment with 'not a little and not a lot" of stuff) and I had to give away a bed, couch, dresser, big screen TV and several other items. It was a bitter lesson but I was already committed.



I loaded it with what would fit and stored it in Winnipeg. Then I drove to Sydney, Nova Scotia and as directed, called my local UHaul on August 25 to arrange shipping. They had no idea what I was talking about. I called Winnipeg and was given a personal cell number for the UBox person. I called and left a message but my call was not returned. 



Next, I called the general customer service number and asked for help. They called Winnipeg and were given the same personal cell number and left a message for someone to return my call. I received a call the next day from the UBox person in Winnipeg informing me that the box would not be delivered to Sydney. It would be delivered to a depot 4 hours away. They also explained that there had been an issue finding the box since an employee had quit the company without entering the information in their computer.



The new person in charge of UBoxes was pleased to tell me that it had been located and was ready to ship. Because of the unfortunate confusion, they would provide a truck and trailer for my car but I would have to cover the insurance of more $100 and gas for the 8 hour round trip. She added that if I could produce the paper on which Sydney was mentioned in the estimate, they may give me a break on shipping costs.



I declined arranging shipping and called customer service again. The rep was very sympathic and agreed that this was not an appropriate offer of reconcilation and suggested filing a complaint on the corporate level. He assured me I did not have to start searching through boxes for the notes from UHaul.



A formal complaint was filed. Then, after many phone calls not being returned I called customer service twice more. During this time, I heard back from the UBox department in Winnipeg asking if I was ready to ship. I said no. The conditions were unacceptable. 



They refiled the complaint and sent it out to everyone. They tried to reach a manager by telephone and could not. Finally, after filing formal complaints on the corporate level on three separate occasions, I finally received a call from a manager in Winnipeg. He informed me he had chatted with "Raz", whom I presume to be Razmin Mansoub, Marketing Company President of Central Canada and who is currently on vacation, and offered a concession. He also pointed out that his offer was better than what 'Raz" had suggested.

His new effort at reconciling the problem is that I can drive four hours, unload the pod and load a "free" 10 foot truck with a trailer for my car, and drive back four hours. I have to pay the insurance of more than $100 plus the gas both ways. Then I have the pleasure of unhitching the trailer to unload the truck, hitch the trailer back up and drive it to the dealer, unload my car and drive back for total of two more hours. And I can do all this on my gas dime, too. When I pointed out that this was not a solution, he added a gas reimbursement of $150.



This company outright lied at the time of booking. When the problem was brought to their attention,
they took days to respond which just happened to be the time period when they had lost the pod. The only people to respond initially were the call center people, who despite being very sympathetic, are powerless to correct the situation.



Having my things shipped will already cost me about $3000 plus storage at $78 a month. I just want the box delivered to Sydney as agreed.


This report was posted on Ripoff Report on 09/11/2012 03:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/UHaul-McPhillips-St-Winnipeg-MB/Winnipeg-Manitoba-/UHaul-McPhillips-St-Winnipeg-MB-Outright-lied-about-delivery-Now-Im-stuck-with-an-8-ho-939742. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Resolution

AUTHOR: Alexandra - (Canada)

I've been trying to get my things shipped since August 25, 2012. After contacting Maria Palmisano at UHaul twice and getting no response, I finally solved the problem. I hired TransCanadian Van Lines (they handle moves in the U.S. too) to unload the pod in Winnipeg on October 22nd and deliver it to my house in Cape Breton. They charge a lot less, do all the loading and unloading and even provide a month storage for free. They have been courteous, prompt, and even dealt with the rude employee at the UHaul storage facility on Regent Street in Winnipeg who was late opening the office and then kept them waiting over half an hour. Oddly, the keys to the UHaul lock didn't fit so it makes me wonder if the original lock had been broken off and replaced at some point. Overall, UHaul has been dishonest, unresponsive, and downright negligent. Do yourself a favour and skip UHaul. Hire TransCanadian Van Lines and save time, money, work, and aggravation. 
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#2 Author of original report

Unable to get a response

AUTHOR: Alexandra - (Canada)

Maria, thank you for responding to this complaint. I emailed you on September 28 to the address you indicated on your reply above and have yet to hear back from you. This is now October 9th. If UHaul is unable to meet the agreement, I would appreciate being advised of the weight of the Ubox contents so I can make other arrangements. Given the horrendous experience with your company, surely this is not too much to ask.
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#3 UPDATE Employee

U-Haul Cares

AUTHOR: Maria p. - (U.S.A.)

My name is Maria Palmisano and I am with U-Haul International. I would like to offer you my sincere apology for the inconvenience you experienced during your U-Box rental. We realize moving can be stressful enough without any added frustration from the moving company. I did review the Customer Action Form that was set up for you in our Customer Service Department. Information indicated your concerns had been turned over to our Regional Office for the U-Haul Company of Central Canada for resolution and delivery of your U-Box. Please be assured the information you provided will be addressed with all involved to prevent the situation you experienced from happening again. It is only through communication with our customers that we realize what programs are working and what areas need attention. If you need to contact me or have other concerns, I can be reached at maria_palmisano@uhaul.com. Again, I do apologize for the inconvenience you incurred with your move.
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