I am contacting you in regards to my recent relocation from San Diego, California to Palo Alto, California in July of 2006. As a traveling nurse, I move with my job every three months and have frequently relied on U-Haul to assist me with my moving needs. I have always been satisfied with U-Haul and would like to continue using the company for my future moves. This last relocation, however, has caused me a lot of problems, and after filing several complaints and speaking with the Area Field Manager in San Diego, I have received no feedback.
I initially faxed my complaints in July to the Area Field Manager. We have had several phone conversations regarding reimbursement for a U-Haul truck, hotel costs, and gas expenses for my past move, and he assured me that I would be compensated due to the problems I had with U-Haul. Since our last conversation, approximately 3 weeks ago, I have not received any compensation, and Brian has not returned any of my numerous phone calls regarding these complaints. Because I work the night shift, my father has also become involved in this situation and has made several attempts to contact the company on my behalf. His phone calls also have not been returned.
I am getting ready to relocate with my job again in October and would like for this issue to be resolved before more time passes. The manager has informed me that I will get vouchers for a free U-Haul truck for my next move, which I would like to use for my next relocation in October. I am also expecting reimbursement for hotel costs and gas expenses as promised by the Area Field Manager. If this situation is not resolved in a timely manner, you leave me no choice but to contact the Better Business Bureau, and notify my employer to inform them of my dissatisfaction with your service and your failure to live up to your commitments.
After all of these events transpired, I have made multiple attempts to gain resolution for my complaints. These events could have been easily avoided had the correct equipment been available, as promised, at the Kearny Villa store (auto transport) on the date of my move, and had the U-Haul truck been equipped with a hitch. These are not faults made by me, everyone that I have spoken with at U-haul has claimed fault. Again, the Area Field Manager for the San Diego area has claimed that I will be reimbursed for hotel, gas and get a voucher for a free U-Haul for my next move.
I would also like to note the inconvience of calling U-Haul, almost daily, and being placed on hold every time I call to get this situation resolved. I never get anyone's last name who I speak with, and the people who I talk to always divert my call to a voice mail system. No one in the last 3 weeks has returned any of my calls, and I am tired of wasting my time and money calling when this issue should have been resolved months ago. I use a cell phone to contact U-Haul and do not appreciate all of the minutes I am using against my cell phone plan to be put on hold while the issue is not being resolved. Because of this, I got my father involved in this situation so he can make calls during the day, because I am still working the night shift and can not get ahold of anyone during business hours. He too has gotten no feedback.
I expect to be reimbursed for the gas put into my new car (which shouldn't have been put in my car had we towed it), my hotel costs, and compensation for the truck because of U-haul's mistakes, my phone minutes wasted, my sleep compromised, the liability of driving without sleep, and being reimbursed for 30 extra miles put onto my moving contract stating that I was going to San Francisco not Palo Alto. I move every 3 months with my traveling RN job and I use U-Haul frequently. I will continue to use your business if you make this right. The total amount of expenses for this move is provided below.
Total expenses - $642.19
Palo Alto, California
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