This is the complaint letter I wrote U-haul:
1- U-haul reservationist promised a 30 minute call back time. This turned into two hrs. Then a no time-frame available situation occuring in post Katrina Mississippi.
There were no hotels avaiable for over one-hundred miles.
2- U-haul told us to drive to a neighboring city about 30 minutes away for a truck. Turned out the truck was not there. I contacted the office and got another promise of a truck in a town approx. 45 minuted away.
I called twice to make sure the store was open and equipment reserved for me.
3- When I arrived there was few people outside the store smoking Marajuana and loud music. The manager of this U-haul location said the store was now closed. So, I called the office again and they argued that this location was dfinitely open until seven pm.
4- The manager decided to go in and get the keys and give us the truck. As we drove through the destroyed city of Gulfport it got dark and there were no Lights on the truck. The engine could not go past 50 miles per hour and we had to stop at a damaged store and call road side assistance.
5- Road side assistance told us that they would contact us within 15 minutes with an ETA of the repairman. They never called me back. I called them every half hour. My three-year-old daughter and nine-year-old daughter missed eating, bathing, and slept in the car. After being in our car all day, we waited in a dangerous, dark area for hours with no response. I told them several times that we were not in a safe location.
6-We were threated by U-haul to stay by the truck and not leave for the restroom or anything else. Because we would be charged with abandonment and charged fees.
7- A repairman never came! We had slept in the car with no food, water, and no response except threats that we would be in serious trouble if we left the truck at all.
8- The owners of the damaged store came and screamed in Chinese language to leave immediately. We had to get on the the road with no lights and bring the truck back to the U-haul location we had gotten the truck from.
9- Slept in the car without anything and no hotels available for a great distance due to Hurricane Katrina evacuees. The next morning I called RSA back and they returned my call a couple hrs. later with an ETA. The mechanic came and only fixed the engine and left. Then I called back and waited another hour or so for him to come back and fix the lights.
10- We could now go and load the truck. This was late in the afternoon and loading lasted until midnight. The lights went out again!!! We slept in the car another night when we could not stay awake at the wheel long enough to make out of the Katrina affected area and get a room.
11- Daytime with only a few hrs left to get to our destination we finally made it and unloaded the truck. I called U-haul and let them know the lights (including brake lights) were not functioning. They told us to stay at the location and wait for the repairman. He didn't come for hours after his ETA.
12-The lights were not functioning the very next day. making it another call to RSA. They were going to go ahead and send a towing company to just pick up the truck. I didn't refuse. They did not come.
13- The next day a tow truck arrived and got the problematic piece of U-haul equipment. I called regional offices, Corporate offices,other regional offices, and international offices. I had been on hold an average of 35 minutes per call.
14- At this point I have not closed my contract. I don't know where or how. U-haul apparently doesn't know anymore than me. They only know how to press the transfer and hold buttons on the phone!!!! Really!
15-I just talked to "Sharon" at the regional office in Ms. I was on a silent hold for 35 minutes and she told me she would call me back immediately because she was not done doing something else. I asked if the call back was guarenteed to be in a half hour as she had stated. She replied, " I don't know when I will call you back." That made me decide that it is time for an attorney!!
16- Not only do I want a full refund immediately, I want phone bill compensation and compensation for all of my time and trouble!!!!
17- I haven't talked about all of the rudeness, hangups, and lies I have endured from your company. The hardship is immense! I am in touch with various groups and organizations dealing with this kind of consumer abuse and business incompetantcy.
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