JJB’s Ramblings

You suck.

Sincerely,

Me

Here is the letter that I just sent off to U-Haul regarding my experience with them on Thursday afternoon:

I made a reservation for a 17′ truck back around 5/10 at your Lynnway location in Lynn, MA and was going to be picking the truck up on 5/31 for a one way rental to Cambridge MA.  I received a call on 5-30 confirming the reservation, however when I went in on 5-31, I was told they did not have a truck for me.  The gentleman was searching by day (I could see the screen) and I had to correct him and ask him to look under the 31^st.  He then tried searching by in town rentals, which I again had to advise him to look under one way because I was going to Cambridge.  Finally, he tried looking under my last name and found the reservation, for the correct date, etc, but said that they didn’t hold a truck for me.  He even made a comment about how early I made the reservation, which I explained was to avoid the hassle of not getting my truck on time.  He said that he had a 24’ (or 26’, he never confirmed the size) truck that I could take and he wouldn’t charge me extra because they lost my reservation.  The reason I reserved the 17’ is because the locations from which I was moving are not very accommodating to larger trucks and parking and driving would be very difficult, which they later proved to be.  After trying a number of times to override the price, the service rep decided to just make a new reservation for me for the larger truck.  Again he found out that he couldn’t change the price, and ended up charging me $160.65, much more than I should have been spending on this rental. 

I was at this location for almost one full hour, and during that time I never had the full attention of your representative.  He continually answered the phone, started other reservations while mine was trying to process and continued conversations with other customers that were waiting behind me, on what service they were there for.  I feel that I was overcharged and this location was woefully unprepared to service one customer, let alone 4 or five that came in behind me.  On a final note, I returned the truck to the Cambridge location before my due time.  When I entered, there were no less than 7 people waiting to be helped and only one person working the desk.  I managed to give my keys to him and tell him that I was returning a One-Way rental from Lynn.  It didn’t surprise me to learn that he had no idea that this truck was coming in to his location.

I have used U-Haul in the past, and while most of my experiences have been ok, this was very, very upsetting.  I would like to ask your company to rectify the situation and keep a future customer.

I will be sure to update once I hear from them…

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