uhaul Complaint

uhaul Complaint

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If u want a headache - use UHaul - moving truck rental


Save yourself some trouble and do business with someone else – ANYONE but UHaul !
Received a confirmation email AND phone call from UHaul the day before my scheduled reservation (which had been made 1 month in advance) informing me of the pickup location the following morning at 9am. The actual phrase used in the email was “We have a 20' Moving Van reserved for you and guaranteed tomorrow 8/29/2015 at 9:00 AM. We are located at 6410 BOUL GOUIN O”. Perfect.
Get to the location the following morning – the truck is there, but the location isn’t open. No one shows up – waited 2hrs, nobody came, and I wasn’t the only one waiting for my pickup.
Meanwhile contact Uhaul customer service which was less than helpful – they tell me they “don’t know what email I am looking at but they have on file that my pickup is a 16h00 and at a different location that is 50km out of town. Oh great. So much for moving today. They transfer me to the Montreal booking department which loops me through the menu for ONE HOUR AND A HALF – without anyone ever responding to my call.
Contact the location in St-Jerome where my new 16h00 reservation is – they will call me when the truck comes in at 16h00, they close at 18h00 – 16h00, no truck… 16h30, no truck… finally call me at 17h00 the truck is in…. Leave to go get the truck and get there exactly at closing time.

Now the lady who is processing my order is trying to be nice – but she’s French, the Uhaul system is all in English and she doesn’t know what she is doing…. She’s telling me it’s going to cost me an extra 150$ (For what? I still don’t know) Finally get to leave with the truck at 18h30 to drive the hour back to town.
Call customer service today the day after my move… The first guy I get hangs up as soon as I say I want to make a complaint. Lovely. The next woman I get is very nice and friendly. She tells me there are actually 2 reservations in my name – it shows on their system I picked up 2 trucks and only returned one. Don’t know how you simultaneously pick up 2 trucks, but okay. Apparently the lady in St-Jerome who didn’t know what she was doing scheduled a second reservation (why, I don’t know).

So – the lady from uhaul customer service takes down all my information and gives me reference numbers and all that fun stuff, and tells me someone with contact me within 3 business days to discuss my complaint. Great. I’ll just sit by the phone….


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