U-Haul

[legion]

My movers called me on Wednesday to tell me that they would be packing on Friday and loading/leaving on Saturday. This is a little bit of a problem because the original schedule had them packing on Friday and loading/leaving on Monday. Based on the original schedule, I had a U-Haul trailer reserved for pickup Monday.

So I go to the U-Haul store and try to see if I can get a trailer two days early. I am pleasant to the girl at the counter. Honestly, my expectation is that either the answer is "no" or I will be assessed a massive fee to make it happen.

A little history. Ten years ago, I first reserved a U-Haul truck in Mattoon, IL to move my fiance in with me. The girl manning the desk showed up 45 minutes late, visibly hung-over, and told me that the truck I reserved wasn't available. I ended up with a competitor. A few years later, similar problem, but I had to drive 1.5 hours from the store I reserved at to get a truck--and I got charged excess mileage because of the pickup. I think U-Haul's reservation system was implemented some time in the mid 1980's and has not been updated since.

So I had low expectations. Sure enough, no trailer was available at the store, or in town. They tried to make me a reservation for a trailer in Chanahon, but it got swiped out from underneath me. They found something in Decatur and reserved it for me, but asked me to call to confirm before leaving the store. I called the store in Decatur and was basically hung up on.

The girl behind the counter got mad. She called the corporate reservation number and made sure I had the trailer, then she called the regional supervisor directly to complain. She told me to drive to the store in Decatur and she would sort it out.

I get about half-way to Decatur and the manager of the Decatur store calls me. She is VERY apologetic. Apparently their reservation system (which I have reason to believe runs on a single Commodor Vic 20) says they have a trailer that is not on their lot. She promises that someone will call me to help me out. I decide to stop for breakfast in Clinton while this gets sorted out.

Sure enough, my phone rings 5 minutes later. It is the regional manager. He apologizes for the mixup and tells me that he has some options for me. After going over some options, I elect to pick up a trailer tomorrow in Champaign. He apologizes again and says that because I was promised a trailer and it wasn't there, they will cut my rental rate in half for my one-way drive to Georgia.

I understand that computer systems don't always work and get very frustrated when people refuse to (or aren't able to) correct unforeseen issues. In my case, what should happen is what did happen:

1) Someone took ownership of the issue. (In my case TWO people.)
2) That person suggested alternatives and found a solution that was acceptable to me.
3) I was offered something of real value so that I felt I walked away from the situation better off.

It infuriates me when organizations think that they can treat customers like cattle and refuse to recognize the shortcomings of their processes. (I'm looking at you Comcast, Bank of America, Computer Associates, and Illinois Tollway Authority, Illinois Department of Revenue, and Illinois Department of Motor Vehicles.) It's nice when one does the right thing.

[Nostril Cheese]

You think you have problems?

Let me tell you about the time that Uhaul charged someone else's rental and storage unit on MY credit card.

Managed to get a 900 mile truck rental and 5 months storage for free.

[Baz]

Moral to the story Legion is if someone cares enough they can straighten out (almost) any mess.

Thanks for sharing - good story!

[TheMentat]

Originally Posted by legion

My movers called me on Wednesday to tell me that they would be packing on Friday and loading/leaving on Saturday. This is a little bit of a problem because the original schedule had them packing on Friday and loading/leaving on Monday. Based on the original schedule, I had a U-Haul trailer reserved for pickup Monday.

So I go to the U-Haul store and try to see if I can get a trailer two days early. I am pleasant to the girl at the counter. Honestly, my expectation is that either the answer is "no" or I will be assessed a massive fee to make it happen.

A little history. Ten years ago, I first reserved a U-Haul truck in Mattoon, IL to move my fiance in with me. The girl manning the desk showed up 45 minutes late, visibly hung-over, and told me that the truck I reserved wasn't available. I ended up with a competitor. A few years later, similar problem, but I had to drive 1.5 hours from the store I reserved at to get a truck--and I got charged excess mileage because of the pickup. I think U-Haul's reservation system was implemented some time in the mid 1980's and has not been updated since.

So I had low expectations. Sure enough, no trailer was available at the store, or in town. They tried to make me a reservation for a trailer in Chanahon, but it got swiped out from underneath me. They found something in Decatur and reserved it for me, but asked me to call to confirm before leaving the store. I called the store in Decatur and was basically hung up on.

The girl behind the counter got mad. She called the corporate reservation number and made sure I had the trailer, then she called the regional supervisor directly to complain. She told me to drive to the store in Decatur and she would sort it out.

I get about half-way to Decatur and the manager of the Decatur store calls me. She is VERY apologetic. Apparently their reservation system (which I have reason to believe runs on a single Commodor Vic 20) says they have a trailer that is not on their lot. She promises that someone will call me to help me out. I decide to stop for breakfast in Clinton while this gets sorted out.

Sure enough, my phone rings 5 minutes later. It is the regional manager. He apologizes for the mixup and tells me that he has some options for me. After going over some options, I elect to pick up a trailer tomorrow in Champaign. He apologizes again and says that because I was promised a trailer and it wasn't there, they will cut my rental rate in half for my one-way drive to Georgia.

I understand that computer systems don't always work and get very frustrated when people refuse to (or aren't able to) correct unforeseen issues. In my case, what should happen is what did happen:

1) Someone took ownership of the issue. (In my case TWO people.)
2) That person suggested alternatives and found a solution that was acceptable to me.
3) I was offered something of real value so that I felt I walked away from the situation better off.

It infuriates me when organizations think that they can treat customers like cattle and refuse to recognize the shortcomings of their processes. (I'm looking at you Comcast, Bank of America, Computer Associates, and Illinois Tollway Authority, Illinois Department of Revenue, and Illinois Department of Motor Vehicles.) It's nice when one does the right thing.

Good to hear Chris. I hope you take the time to post that nice bit of prose on google reviews or yelp. The more tools that we the consumers use, the faster we can speed the demise of crappy companies.

[vonsmog]

This is why when I plan to move in the next year or two, I plan on just buying a box truck and selling it when done. I will have to make a few trips, but it will be worth it in the end.

[bell]

Penske penske penske......When are you guys going to learn?

[URY914]

I have a Uhaul truck and dolly parked out front right now. Moving my mother-in-law in with my sister-in-law. They deserve each other but that is a story for it's on thread.

I went on Uhaul.com earlier in the week and reserved the truck and located a dealer near the MIL's place. No problems at all. My wife called them a few days later and added a car dolly to the order.

Went to pick it up this morning and the dealer's internet was down. He called it in to the area office and they emailed us a copy of everything. Pack up her crap and drove to our house. Check the receipt and they didn't charge us for the dolly. Oh well....

Tomorrow we meet the SIL in Naples and throw her the keys and put the MIL in the passenger seat and we drive home and live very happier ever after!

[red-beard]

Originally Posted by bell

Penske penske penske......When are you guys going to learn?

Ryder! The choice of terrorists everywhere...

[mreid]

The best part of this story is you get move from Illinois to Georgia!

Thanks for posting a good news story for a change.

[mattdavis11]

I only deal with Penske now. About 10 years ago, my boss needed to move a bunch of furniture to a location 200 miles away, so I called U-Haul. They had a truck, he paid for 300 miles thinking it was adequate, and it should have been with in the limits, but this truck was a special. 24 feet box, 4 speed manual transmission, can't recall if it was diesel or a gasser. However, the odometer was somehow rigged to the engine revolutions. It would count miles just sitting at a traffic light!

The drop off was in a small town, a mom and pop shop. I had to call them to arrange a time for drop off, and even so, they were not there. They showed and apologized for being tardy, which wasn't really an issue for me, I was concerned with how to handle the mileage crisis. I demonstrated to him how the odometer was not ever going to be accurate, and told him I hadn't driven but about 250 miles. He was on my side, but pissed at the same time. The gentleman did some digging on the rental and found that the truck was not supposed to ever leave the city limits where I picked it up. Local only.

I felt kind of bad for those folks as I knew they'd have to deal with how to get U-Haul to remove that POS from their location.

[Tobra]

Never do business with U haul.

That is all I have to say about that.

[Baz]

Originally Posted by bell

Penske penske penske......When are you guys going to learn?

Yup.

That's who I used when I moved back from Lehigh Acres in '95. Easy-Peasy - except for all the loading and unloading work.

[Shaun @ Tru6]

Uhaul's shorty wardrobe box were made specifically to ship 911 gas tanks. Put some padding on the bottom, lower the tank in by it's neck, add in a little more padding, tape up and ship.

You can fit a Turbo body kit (front fenders, rear quarters) in two large wardrobe boxes that have been sleeved. $85 to TX via Greyhound.

[herr_oberst]

Legion, I am impressed that after 2 really crappy experiences with Uhaul, you gave them another chance!

Stubborn? Optimistic? A little of both?

[Erakad]

Always like to here of business going the extra for a customer...customer service, there's just not enough of it.

I pick up a UHaul trailer on Sat for a one way to CO, I hope I have better luck than you. I usually prefer Penske, but I don't have enough for a truck, a truck is more expensive than a trailer, and Penske doesn't rent cargo trailers.

On the road again..

[Typ616]

Since we're busy *not* crapping on Uhaul ( I hate their crappy trucks), I should mention that their U-Box system (essentially half pods) was fantastic for my move...Super flexible (storage and a move all in one), easily 1/2 the price of Pods overall, and about 1/3 the cost of a regular move via moving truck (admittedly for a X-country move, might not work as well locally). With moving help at both ends... I'm impressed !

[osidak]

I tried to use Uhaul once - went to the location to pick up my reserved truck and they weren't there. Waited about an hour. Said - feck it and went to Budget as a walk in. Got a better deal.

Got a call from Uhaul 3 hours later and they said I failed to pick up my truck. I told them I waited and hour and they where a no show. had to argue it a while but they finally gave in.

[gacook]

I've used Uhaul several times for local and X-country moves. Never had an issue. Surprised to see so many of you have had problems with them.

[speeder]

Who else besides U-haul rents high quality car trailers for LD one-way runs? I've found no one.

[GWN7]

Ten years ago U Haul had one of the worst safety records for their equipment. I know a woman who rented from them for a 1000 mile move. First truck the motor blew up. Second the trans went. That was a lot of extra unloading and reloading that the company never stepped up to help with the costs.

In Canada, various news agencies have found serious safety problems on U-Haul equipment. In July 2005, the Toronto Star reported statistics suggesting that about half of U-Haul vehicles in Ontario were not road-safe.[8] Shortly afterward, the Ministry of Transportation (Ontario) reported that, of 296 U-Haul vehicles inspected in the summer of 2005 (43.5% of all inspections performed), 58 (19.6%) were found to have out-of-service defects, meaning that they are not road worthy.[9] CTV followed in October 2005, conducting their own inspections across the country, and finding that all 13 rented U-Haul trucks failed to meet basic provincial safety standards.[10]

Replying to the Toronto Star, the company's Canadian officials cited its inspection policies and procedures that employees and dealers are expected to follow. In response to the CTV results, Canadian U-Haul vice-president admitted to not heeding earlier warnings to improve their vehicles' safety conditions, and said older trucks would be replaced.

In October 2006 CTV W-Five re-investigated U-Haul by renting trucks from 9 locations across Canada. The rentals were then taken to mechanics for an inspection. Of the 9 trucks rented, 7 failed basic safety standards and were not deemed roadworthy; the other 2, while roadworthy, had minor problems.[11]

On June 24, 2007, the Los Angeles Times published a story on U-Haul's safety problems titled "Driving With Rented Risks".[12] There were also related articles published such as "Upkeep Lags In U-Haul's Aging Fleet"[13] and "Key Trial Evidence Goes Missing".[