• Report: #99550

Complaint Review: Uhaul

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  • Submitted: Mon, July 19, 2004
  • Updated: Mon, October 20, 2008

  • Reported By:Jersey City New Jersey
Uhaul
www.uhaul.com Philadelphia, Pennsylvania U.S.A.

Uhaul Reservation rip-off! They can take a reservation, but they can't keep a reservation. Rude employees. Philadelphia Pennsylvania

*Consumer Comment: To the so-called Uhaul Employee

*Consumer Comment: To the so-called Uhaul Employee

*Consumer Comment: To the so-called Uhaul Employee

*Consumer Comment: To the so-called Uhaul Employee

*UPDATE Employee: U-Haul Is not We Haul

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Approx. 2 weeks before my move date of June 19th I reserved a 15ft. truck with Uhaul. Once I made the reservation I was told the main hub for handling my area was Philadelphia. I was also told that someone would contact me the day before by 5pm to let me know where I was to pick up the truck. I was moving from Wilmington, DE to Jersey City, NJ. At 4:30 on the 18th I received a call to say that they were having trouble getting trucks my size and someone would call me back by 7 pm. No one called me. I called them and got the run around until by 8pm their offices were closed. I think the customer service dept. ran me around by keeping me on hold, hanging up on me and making me wait deliberately so that closing time would come and I would no longer be able to call.

The next morning I started calling by 7 am. I was finally told by David that they still didn't have a truck for me, of any size, at my chosen pick up point in Wilmington. I told him I would come to Philly, if necessary, to get it as I had family driving to Delaware to help me with this move. I had also hired people to help me load the truck. Another day or late afternoon that day wouldn't be good for me. He assured me that Uhaul would honor my reservation.

At 8 I still had heard nothing and called again. This time David very clearly told me there was nothing he could do, that the reservation didn't matter and hung up on me in mid sentence. I called back and he told me again he couldn't do anything and hung up again on me. I called again and got a woman who said she would look into other locations and call me back. Bless her she did but told me they still didn't have anything and would have to get back to me. Unfortunately she didn't and I had to keep calling.

Now it's 9, I have people coming to help me move and no truck. My brother calls me enroute and says this is the only weekend I can help you so it's either now or never. I am stressed out with all my belongings on the front lawn. The guys I hired to move me come by and I have to tell them all is up in the air. Due to their schedule they have to leave and can't wait until I maybe have a truck. Now it's all up to my brother, sister and I to move my entire homes furnishings IF we get a truck. Thanks for nothing, Uhaul.

Then my brother calls to tell me to call (name removed by ripoffreport.com). I do. They got me the truck I needed at less than Uhaul's price and with more free miles to make the journey. I had the truck by 12 noon. They were pleasant, courteous, and helpful. At this point I call Uhaul and tell them I don't want their truck and expect the cancellation fee to be waved. David tells me there will be no problem with this as they still don't have a truck for me. He apologizes to me but then hangs up on me in mid sentence again. What kind of way is this to run a business.

My move was delayed by 6 hours. As such I didn't get to my destination for unloading until 10 pm. I am thankful to (name removed) for getting me a truck at such last minute notice but I am appalled at how Uhaul does business. I could and would not ever recommend Uhaul to anyone. Everyone I meet who tells me they are moving I recommend they call Budget. Uhaul cost me time, money and left all of us exhausted beyond belief as we had to do all the moving with no help. Thanks god for family and the other company.

I work in the customer service industry. If I ever spoke with my customers the way the Uhaul people spoke with me I would be fired. As such I can only believe that this is Uhaul corporatewide acceptable behavior. No one should use this company as they are not reliable or helpful. They are also over priced as I found out. I hope this company goes out of business as they deserve to for their poor perfomance.

DON'T USE UHAUL. THEY ARE A WORHTLESS, UNRELIABLE COMPANY THAT DOESN'T DESERVE YOUR BUSINESS!

Barbara
Jersey City, New Jersey
U.S.A.

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sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

This report was posted on Ripoff Report on 07/19/2004 10:11 AM and is a permanent record located here: http://www.ripoffreport.com/r/Uhaul/Philadelphia-Pennsylvania/Uhaul-Reservation-rip-off-They-can-take-a-reservation-but-they-cant-keep-a-reservation-99550. 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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Updates & Rebuttals

#1 Consumer Comment

To the so-called Uhaul Employee

AUTHOR: Eric - (U.S.A.)

It is bad enough this customer had a horrible customer service experience then you had to stick your comment, complete with sarcasm and little in terms of acknowledging the poor customer service experienced.
UHAUL routinely hangs up on irate customers. This is their business standard because they realize they cannot achieve customer satisfaction. They realize that the word 'reservation' is deceptive. They realize that deception is the only way they can guarantee business. They realize that if UHAUL were explicit, in stating that a truck was not RESERVED, that customers would go somewhere there would be a truck.
Readers, UHAUL reserves nothing but your money and they will get it from you even though they dont deserve a penny of it. Their customer service is HORRIBLE! Their business model is broken. And they have no apologies.
Use another company even if you pay a little more. It is worth it if just to put UHAUL out of business.
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#2 Consumer Comment

To the so-called Uhaul Employee

AUTHOR: Eric - (U.S.A.)

It is bad enough this customer had a horrible customer service experience then you had to stick your comment, complete with sarcasm and little in terms of acknowledging the poor customer service experienced.
UHAUL routinely hangs up on irate customers. This is their business standard because they realize they cannot achieve customer satisfaction. They realize that the word 'reservation' is deceptive. They realize that deception is the only way they can guarantee business. They realize that if UHAUL were explicit, in stating that a truck was not RESERVED, that customers would go somewhere there would be a truck.
Readers, UHAUL reserves nothing but your money and they will get it from you even though they dont deserve a penny of it. Their customer service is HORRIBLE! Their business model is broken. And they have no apologies.
Use another company even if you pay a little more. It is worth it if just to put UHAUL out of business.
Respond to this report!
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#3 Consumer Comment

To the so-called Uhaul Employee

AUTHOR: Eric - (U.S.A.)

It is bad enough this customer had a horrible customer service experience then you had to stick your comment, complete with sarcasm and little in terms of acknowledging the poor customer service experienced.
UHAUL routinely hangs up on irate customers. This is their business standard because they realize they cannot achieve customer satisfaction. They realize that the word 'reservation' is deceptive. They realize that deception is the only way they can guarantee business. They realize that if UHAUL were explicit, in stating that a truck was not RESERVED, that customers would go somewhere there would be a truck.
Readers, UHAUL reserves nothing but your money and they will get it from you even though they dont deserve a penny of it. Their customer service is HORRIBLE! Their business model is broken. And they have no apologies.
Use another company even if you pay a little more. It is worth it if just to put UHAUL out of business.
Respond to this report!
What's this?

#4 Consumer Comment

To the so-called Uhaul Employee

AUTHOR: Eric - (U.S.A.)

It is bad enough this customer had a horrible customer service experience then you had to stick your comment, complete with sarcasm and little in terms of acknowledging the poor customer service experienced.
UHAUL routinely hangs up on irate customers. This is their business standard because they realize they cannot achieve customer satisfaction. They realize that the word 'reservation' is deceptive. They realize that deception is the only way they can guarantee business. They realize that if UHAUL were explicit, in stating that a truck was not RESERVED, that customers would go somewhere there would be a truck.
Readers, UHAUL reserves nothing but your money and they will get it from you even though they dont deserve a penny of it. Their customer service is HORRIBLE! Their business model is broken. And they have no apologies.
Use another company even if you pay a little more. It is worth it if just to put UHAUL out of business.
Respond to this report!
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#5 UPDATE Employee

U-Haul Is not We Haul

AUTHOR: Yaint T. - (U.S.A.)

The concept of the term "reservation" is often misapplied by U-Haul consumers. The reason for this is two-fold. First of all, many people simply lack the ability to comprehend basic English. These are people who go into the "You-Scan" aisle at the grocery store and ask for assistance. There is a reason the company is called "U-Haul" (say, "YOU-haul"). They don't want anything to do with your move. That's your job. Not theirs.

The second reason is that U-Haul frequently misapplies the English language. Webster's primary defination of "reservation" is: "The act of keeping back, withholding, or setting apart." You probably think "I have a reservation" means that U-Haul is withholding a truck FOR you. In reality, what it means is that U-Haul is withholding a truck FROM you! (It's more fun that way and they get a lot of kicks and giggles from this).

Also, common sense is the characteristic of a person to make a simple observation and draw a logical conclusion. For instance, if you notice that a fleet's vehicles consists of 30-year-old trucks with mileage approaching a light-year... common sense would conclude, "This company does not consider quality as highly crucial." But do you notice that? No. People usually have as much cents as they have sense.

Face it. You rent from companies like U-Haul because you can't hire competent people to do it FOR YOU. You're just asking for trouble from the beginning. U-Haul is simply trying to give you as much trouble as you've been asking for.
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