• Report: #36206
Complaint Review:


  • Submitted: Mon, November 25, 2002
  • Updated: Sun, August 03, 2003

  • Reported By:Chapel Hill NC
2727 N. Central Avenue Phoenix, Arizona U.S.A.

UHaul did not honor my confirmed reservation for a rental truck or provide alternatives Phoenix Arizona

*Consumer Comment: Useless Reservation

*UPDATE Employee: a better understanding

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Without prejudice, it appears that Uhaul is misrepresenting its ability to deliver on confirmed reservations. Uhaul should stop issuing confirmations until it has some ability to deliver on fulfilling those reservations.

On November 18th, 2002, Uhaul provided me with the enclosed confirmed reservation for a U-Haul truck for a moving date of November 22nd, 2002. They were unable to provide a truck on the 22nd nor to promise a truck for the 23rd. Nor did they offer any alternative pick up location or solution.

Uhaul never indicated that it would be unable to fulfill the confirmed reservation, and when asked, representatives stalled and misrepresented Uhaul's ability to deliver. Considering the irresponsible manner in which Uhaul handled this situation and based on the information given to me by a dealer, I conclude that this deception is a normal business practice for Uhaul.

As a result, I was unable to begin loading on the 22nd, but I found a truck in the area for the following day which cost me $1.50 per mile for the one way trip from Morganton, NC to Chapel Hill, NC at a total cost of $289.59. I will be billing Uhaul for this amount for their failure to honor their confirmed reservation. Whether I am reimbursed or not is not currently the issue of this complaint. I merely offer it to be thorough. The issue is that Uhaul repeatedly lied about its ability to deliver on the confirmed reservation.

Uhaul should stop issuing confirmed reservations until they have a working availability to promise inventory system and can prove that they can honor 99% of confirmed reservations within 1 hour of the time specified in the reservation.

Chapel Hill, North Carolina

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This report was posted on Ripoff Report on 11/25/2002 12:39 PM and is a permanent record located here: http://www.ripoffreport.com/reports/uhaul/phoenix-arizona-85004/uhaul-did-not-honor-my-confirmed-reservation-for-a-rental-truck-or-provide-alternatives-ph-36206. 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

Useless Reservation

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

I reserved a truck to move my daughter to college into an apartment. The reservation was made on the internet with credit card over a week in advance. The day of the pickup, I learned that essentially I was put on a waiting list just in case an extra truck is turned in. The day of the rental is the only day I can move my daugher.

Why even bother with the internet or national reservation system? They weren't even honest with me and let me know several days in advance. What they did do is send me emails confirming the reservation dependent on equipment availability. They should tell you right off that UHaul does not have a reservation system for the customer's benefit. It would seem to only ensure they lock you in to their supply assuming something comes available.

Budget and Ryder would have easily honored and help ensure their reservation. Why oh why didn't I go to them?

Shame on Uhaul and all its employees, officers and agents for tolerating such a sorry reservation system!
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#2 UPDATE Employee

a better understanding

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

Ok I work for uhaul and have done so for 21/2 years now,and before I started working here I did not have a full comprhension of what the process actually is. People complain about the reservations not being fulfilled in a timely fashion.

Well here is an example I had a customer that rented a truck locally,put down the required $100 deposit which is all fine and good and when asked she said she would only need the truck for 8 hours well we try and schedule another person in that truck when she is done with it, well now she has a truck that is for in-town use only for the time she specified after 9 hours we call, 10 hours, call again, we finally found the truck 1 week later in Las Vegas, Nevada or how about the time I took my son to the doctor I found a 17ft truck sitting in the parking lot of the mall.

So I told my husband to go by it so I could get the numbers off of it,well to him he thinks its funny by calling me the uhaul police but he doesn't understand that I really needed trucks at the time for one way rentals, when I got back to work I looked up the truck number I found that it had been rented in Conneticut bound 1way for Virginia and here I found the truck in Florida, or how about the trucks that people use then abandon it the police get called the truck gets impounded but the towing company that impounds the truck or trailer doesn't inform us that they have our truck right away but keep it hostage so the impound fees build up, or how about the customer that refuses to take the safemove which protects the equipment when damage is done and then dumps the equipment and then we can't collect right away for the damages that the customer is responsible. There are alot of variables that people don't seem to understand it's much more complex then people think
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