We had a reservation (for July 30, 2005) for a 26 truck that we placed 1 month in advance. When they were to call us and confirm the reservation the day before the truck was due, we had to call them.
Uhaul told us that we would not be able to get a truck for July 30th at 7:30 AM (which is when we were told we could pick it up). We made a couple of calls to them and had to wait on the phone for 1 hour at time.
When the person on the other end finally answered (after listening to 1 hour of the recorded voice on the phone telling me a representative would be with me in just a moment) I told her I had been waiting one hour and she nonchalantly said, yes, its unbelievable isn't it. Meanwhile I could hear people talking and laughing in the background and wondered how they had so much time (apparently) and not be busy answering phones!
I was informed that the truck was returned, but was in the repair shop and that it might not be available until the next day!
All of this was AFTER my wife had talked with them the night before to confirm the reservation my wife talked was assured U-Haul had tried to call us on our land line, our cell phone, and had sent us an email telling us there would be no truck at 7:30 AM.
My wife, while HOLDING that representative on the line, pulled up our email account and confirmed to that representative that there was no email from them at all; that the land line might have been busy; but that our cell phone has call waiting and (checking it while still talking with the representative) my wife confirmed the cell phone had no record of U-Haul making a cal to us. In fact, the local representative later confirmed to us that she had not even taken down our email address so the parent company could not have emailed us anyway!
The truck being late is bad enough considering we had it reserved one month in advance, and then U-Haul telling us they tried to get in touch with us (possibly t save face?) really made the situation bad.
As the day wore on, (after calling everyone to tell them that they did not have to come over to help this was a chore in itself I have people from 100 miles away helping!), it was 5:00 PM before I was told we probably would not get a truck today but that it might be ready at 8:00 Am the next day.
Why did they tell us (a MONTH ago!) we could have he truck at 7:30 AM the morning of July 30, 2005? What kind of consolation do you think it was to me when the representative said my name was at the top of the list for the first available truck since we had made our reservations so long ago?
As I sit typing this, the sun is starting to go down and there is not yet one package in a truck that was guaranteed to be here almost 12 hours ago! How can a business like this exist?
Union City, Pennsylvania