June 23, 2000 -- Made a reservation for a 14' truck to be used for a one way move from College Park, MD to Annapolis, MD. The quoted price was $78 for the truck and 50 miles. The confirmation page indicated that someone would contact me.
June 24 - July 6 -- no one contacted me
July 7 -- called U-Haul location in Hyattsville, MD (assigned pick-up location) to confirm my reservation. The manager (Melvin) had some difficulty with the reservation, and told me to come in on July 15 to pick up my truck.
July 14 -- called to check on reservation; at this time the extremely rude ("it's not my fault, i didn't take the reservation") U-Haul rep (her name was "Tee") who answered the phone could not find any documentation of my reservation; she told me to call customer service, and come in on July 15 at 7:00AM when they opened to speak with a manager.
--Called customer service, and all they would do is reconnect me with the local U-Haul location, not much help here.
July 15 -- showed up at 7:00am for truck, no truck available; manager (Melvin) remembered speaking with me and promised to do his best to get me a truck.
At this time, I went home and found a much smaller Ryder truck, which eventually cost me more than twice as much as U-Haul, and I lost half a day searching for the replacement. Melvin did find a truck, about an hour after I got the U-Haul, and it was about a 45 minute drive away, and they were going to charge me for the miles.
--I called to get my deposit refunded, and the store wouldn't do it, told me to call corporate, and that I was irresponsible in using the Internet to book my reservation when I should have just called the store in the first place.
If that is the case, U-Haul is wasting a lot of money on their online reservation system if the the stores won't work with it.