Complaint Review: U-Haul International

I made a reservation in Mi to pick up a truck in NY for a one-way trip back to Mi. I was to pick the truck up Friday.

I was told on Thursday, after I called to confirm the reservation, that there was a 24-36 hour delay. I decided to roll with it due to the fact that it was too late to change any of my plans to accommodate U-Hauls 'problem'.

By Saturday morning I still had no answers and no way to confirm that I would even get a truck at all, let alone in the allotted time.

I had called the reservation line looking for some information. I was told that I wasn't nice enough to them and maybe that was why I wasn't getting a truck. Needless to say I was quite patient with the situation, considering that I had driven 600 miles to get this truck.

I continued to listen to this woman for several minutes, saying things like: 'do you think we like screwing you people over', 'what do you think we stay up all night looking for ways to disturb the customers'. I asked for her name several times and she refused to state this.

I finally just said that I would go to the local U-Haul dealership and recover my money and we can cancel this reservation that really has already been in default. This woman told me, "If you want your money back you can go back to Mi and get it.

I realized after this that I really had to suck it up and tolerate the way this woman was treating me, because I had $250.00 tied up. I continued to ask her name or for her supervisor.

I was told that she was the supervisor and there was no one else I could talk to. After calling several other dealerships I finally obtained this woman's name, Nicole. Along with her name I also listened to several other complaints about this same woman.


I finally called again on Saturday at 3:00 pm. I got another customer service representative and I received a truck within 15 minutes of talking with this person.

I had to drive 45 miles away to pick up this truck.

Upon returning home, Mi, I decided to try and contact a boss somewhere to help me with this problem before I turned in the truck.

I had obtained her bosses name, Jeff Sonberg, and tried to contact him over the telephone, but I was told he was unavailable. I had to speak with a Kathy Lungren. Throughout this conversation I was blamed. I was the one who was nasty, not Nicole.

I disconnected with Kathy and called back to leave a message on Jeff's voice mail. The person who answered the phone took my name and asked what the complaint was about so I started to reiterate the problem. At the end of this conversation this person said to me, 'next time you talk to someone maybe you should not have obnoxious people in the background.' I asked who I was speaking to and lo and behold it was Nicole yet again.

This time I did curse, one swear word! I believe I had the right to be a little upset about this.

Mr. Sonberg finally did call me four days later. He basically told me I 'reprimanded' Nicole and here is $60.00 in coupons. I said that this forces me to use U-Haul if I want any reciprocation for the trauma put upon my family and me.

I tried to contact the customer service in Arizona. They told me that they do nothing and that even though these are not franchises they do not answer to anyone above their regional offices.

This situation was not only stressful upon my whole family, but I had to work 12 hour shifts and unload the truck in my sleeping hours because this four day trip turned into a six day ordeal.

Someone somewhere needs to put this company in check. Anyone wanting to do something needs to file complaints, and a lot of them. And don't stop, because I won't. In this day and age this behavior is incomprehensible and the worse part is this major corporation stands behind this sick behavior.

Mary
New Baltimore, Michigan

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