If you follow More Than Mommy on Facebook, then you know that my family has recently moved. Every person I know has moved at least once. When moving, whether it is across town or across the country, (or even to another country!) you need the help of a moving company. With this move, we decided to rent a U-Haul and move ourselves.
Moving is such a stressful and hectic time that it is important to plan things out and make sure that you have everything in order. This is why we reserved our U-Haul truck about a month in advance. We were sure that by doing so, we could both give them plenty of time to get things together for us and make sure that everything was ready on our end.
Unfortunately, that just wasn't the case. Not only did our local U-Haul not have what we had requested, we weren't even sent to a location close by. Instead, we were sent to a U-Haul location more than an hour from our home. We were sent this information only one day in advance, giving us no time to figure something else out.
We had carefully planned our move, including our tasks for each day. On the day we received the confirmation (a Sunday), we were supposed to be packing boxes to make them ready for loading in the truck the next day. Instead, my husband spent about 3 hours driving round trip. When he arrived home, we found that the appliance dolly we had requested had not been included in our truck (though we did, of course receive a charge for it.)
Being a Sunday, all U-Haul locations had already closed, but regardless, there was NO way we were making that drive again to pick one up! In my frustration, I called U-Haul's customer service number and was told that they could do nothing - including removing the charge. I was told to call the location where we picked up the truck and then I was hung up on.
By this point, I was seething! My husband decided to spend even more money and just go buy a dolly (taking more time and money away from our already costly impending move), while I decided to make mention of my feelings on Facebook.
It never ceases to amaze me how quickly a company all of a sudden cares about you as soon as you take to social media. Within 5 minutes, I had a response and a request for me to email their "Uhaul-Cares" people.
My husband received a phone call the next day letting us know that they would be taking off the charge for the dolly and "giving us" a 160 mile credit. I suppose they wanted us to feel grateful for this "benevolence" but I really don't. Here's why:
1. While they did (eventually) take off the charge for the dolly, we still had to shell out extra money to go and buy our own!
2. Their 160 mile "credit" really basically just covers the round-trip to and from the location we had to pick up the truck from (with a tiny bit left over).
3. Our lost time really screwed everything up. Time is something I do not have much of and I greatly value it. I feel that U-Haul greatly undervalues their customers time.
Needless to say, my family will not be a repeat U-Haul customer. In the future, we will be taking our business elsewhere, to a company who actually treats customers right and who cares when they have an issue.
Here are some other rental companies we might consider in the future:
Two Men and a Truck
If you are looking to rent a moving truck soon, I would urge you to think long and hard before making a decision to go with U-Haul. While they are the largest that I know of, they are certainly not the best. A quick jump to their Facebook page will show you the many, many messages from upset customers, most who have had the exact same issues we had.