u-haul experience (subtitle: The most frustrating 48hrs of my life)

I moved from Ottawa to Montreal over the Canada day weekend. After doing some price comparisons, u-haul emerged as the leader for a 1-way move. I sure do wish I had of spent some time using google to see what kind of reviews u-haul got. Here's mine, and hopefully it will save someone from going through what I did.

On the 1st of June I arranged to have a 14ft truck for a one-way move from Ottawa to Montreal at the end of the month. I phoned a local rental center directly, and found the person very pleasant and helpful. I was informed that someone from the regional office would contact me the day before my rental with the details of my pickup location and time, which I had requested would be 6pm (approximately) on the 30th of June.

At 3:45pm on the 29th, I was contacted by a representative of U-haul, and informed that do to some unforseen cirumstances, I would need to pick-up my truck that same day by 5pm. I was not familiar with the location, and after asking the representative if it was near my current location (I specified that I had no vehicle) I was informed that it was. I got the contact information for the location I would be going to, said thank you and hung up. Proceeding to look up online where the location was, I was unpleasantly surprised to discover that it was 30km from where I currently was, necessitating an expensive taxi ride to get there. Realizing that I would need to leave almost immediately to get there by 5pm, I phoned the location. Their answering machine informed me that they were closed today, and would be closed until July 3. Frustrated, I phoned the U-haul 1-800 number and choosing the only option to speak with someone about my rental, proceeded to wait on hold for 40 MINUTES before giving up. After arriving at home, I phoned U-haul again, and after 30 MINUTES on hold I spoke with an actual person. After explaining my distress at being told to go to an office that was closed, it turned out that there was someone at that location, but that they were not answering their phone. The initial representative I spoke to had failed to mention that I would not be able to contact anyone at the office. I was then informed that arrangements would be made later that evening, and they would contact me tomorrow with a solution.

At 7am on the morning of June 30, I woke up and found in my email box a message stating that I was to pick up my truck by 8am that same day at the same location as the day before. This was not near the 6pm pick-up time I had specified in my original booking, so I phoned the 1-800 number at 7am, and despite the automatic message indicating that their business hours were 7am to 7pm on Friday, it was not until 7:20am that my call was put through, at which point I was put on hold for 20 MINUTES before I spoke with someone. After explaining that I worked from 8-5, the representative assured me that arrangements would be made, and that I would be contacted by 9am with a pickup location.

At 9am I received an email indicating that I was to travel to a location that was 25km away from my place of work, to pick up the truck. I was also told to call the location directly to arrange a time for pick-up of the truck. Upon calling the location I spoke with someone (without being on hold) and they kindly informed me that the regional office had made a mistake. There were no trucks available for a one-way move. I was told that I would have to phone the 1-800 number again to speak with someone in order to correct the problem. After 45 MINUTES on hold I informed the representative that the location had no vehicles. They assured me that they did indeed have a vehicle for me, and that the location must have made a mistake. It was at this point that they informed me that the location closed at 5pm. I informed them that I would be unable to travel that far to be there by 5pm. The person I spoke with then put me on hold while they tried to find a solution. After a mercifully short 5 minutes on hold, I was told I could pick up a 26ft truck at a location near my work at 6:30pm. I then asked them to phone the location and confirm that the truck would be there while I waited, so I would not have to endure another hour of wasted time on hold. The representative put me on hold for 5 minutes, and then informed me that everything was arranged.

I proceeded to phone the location and to my horror was told that no truck was available for me. Furthermore, no-one had been contacted by someone from the regional office. At this point I almost lost it. The person at the pick-up location was very helpful, but could find no record of my reservation, nor anyone that had spoken with someone from the regional office. I phoned the 1-800 number and after 65 MINUTES on hold spoke with the same person that had "helped" me previously. He assured me that it must be some mistake, and phoned the location again. According to him, they were just super busy and there must have been a mis-communication. After hanging up (and praying that it would be the last time I had to phone that damn 1-800 number) I called the pick-up location and YES! they had a truck there for me. It took 2hrs for me to actually get the truck (the location was very busy) but the people there were quite pleasant.

In my mind, the U-haul people need to seriously improve how they handle customers over the phone. Every person (pick-up and drop-off) that I actually spoke with was very pleasant and professional. The regional office people were not very helpful, did not take my requests seriously, and in all honesty seemed to just want to get me off the phone as quickly as possible. I can understand that they likely had very irrate people to deal with... who wouldn't be irrate after an hour on hold?

In the future, I'd only deal with U-haul if I can by-pass the regional office and deal with a specific location.