Tuesday, 1 November 2011

U Haul U Suck

I'm back online again! This time with a very special face punch!

We moved on Saturday from Toronto to Hamilton.  We had to book our elevator time a month ahead (11:30-1:30), and we also booked our truck far in advance of moving day.  We were told someone from U Haul would give us a call the night before the move to confirm the time and place.  They never called but we did get a fun email saying we were to pick the truck up in Etobicoke at 12:30.  Well this would obviously never work.  I called U Haul and spoke to their people, who mostly didn't speak, in fact I would sit in silence on the phone waiting for them to respond to my questions.  Apparently the problem was the man (let's call him Albert, so I don't have to keep typing 'the guy') who currently had the truck wouldn't have it back until 10:30 Saturday morning so we just couldn't have it earlier.  They had no back up plan, no way to confirm we would have our truck, and no extra truck for us to take early.  I asked to speak to the people who actually made the reservations.  Apparently what the woman I was talking to heard was, "give the phone to your friend".  I spoke to another lady, who said the same things all over again, just as slowly as the first. 

Finally, since they weren't helping me, I hung up and looked up the head office number for myself.  I gave them a call, pressed a thousand numbers to get to a real person, who transfered me, where I pressed a thousand more buttons, to get put on hold.  I was also getting ready to go out, so I waited on hold for 15 minutes, and then did the thing that makes you get off hold very quickly.  I started to brush my teeth.  Obviously my call was picked up the moment I was most minty and frothy. 

I re-explained my issue (well, first I spit out my toothpaste), again letting them know the elevator was booked all day and I needed to get out of my apartment and to Hamilton.  Finally, after much doing nothing and not offering any solutions (except to say Albert had been called and confirmed he would be in at 10:30 the next morning.  More on this lie later), the representative said (almost sarcastically, might I add), "well I'm sorry if this caused any inconvenience".  What?  Really?  Why would it be inconvenient for me to not be able to move?  After we've packed up all our things, Herm has a job in Hamilton, our friends are coming over to carry the heavy stuff and we've already rented a truck?  Nah, not inconvenient, I think I'll stay in Toronto.  Good plan U Haul.  This move was a silly idea. 

So, with nothing more to be done, they said to be there at 11:30.  From previous U Haul experiences, I sent my Husband out at 10:30 to get the truck.  The truck wasn't there.  This was not surprising.  They assured him they had already called Albert and that he was coming.  Finally, after half an hour of waiting Husband asked them to recall Albert.  It took them 20 minutes to even find the number.  When they did call it was out of service.  Now that doesn't seem right.  How did they speak to him both last night and this morning already?  And if they had just called him why did they bury his number under a thousand other papers and then shuffle them all together making it difficult to find the number they needed to 're-call'?  Oops....  caught in your own web of lies U Haul...

Two hours later, no Al, no truck, and no solution.  Their customer service reps actually ignored my husband while he stood and spoke to them.  Finally my wonderful MIL (mother in law) found us another truck to rent.  From Discount.  This is where it gets hilarious.

U Haul has a policy if they can't make a reservation you get $50.  This is rediculous for a number of reasons.  First - if we had've been paid for the amount of time we spent on the phone and waiting fifty dollars would hardly add up to minimum wage!  Also, who has a policy knowing they will fail?  They must miss so many truck rentals they finally had to start paying people.  Probably to stop them from punching faces with their real fists on just their little weak internet ones!

What if other people had this policy?  What if I go to get surgery and the surgeon says, 'just to let you know, I mean this usually works out, but if I really ruin your brain we'll give you fifty bucks.  Hell, if you die, we'll even send it along to your next of kin.'

Or, what if I'm allergic if peanuts and I ask if something has it and I'm told, 'it shouldn't.  But it could.  If it does and you go into anaphalactic shock, well, we'll give you $50.'

Or policemen, what if every time they arrest the wrong person and jail them for 30 years that person gets $50?  Fair trade?  What if you go to the movie and they tell you to go the first theatre and if it isn't the movie you wanted you can have $50?  Or at the grocery store, if your milk has already expired, $50?

You all know I am not one to argue with free money.  But this seems a little over the top.  How about, instead of this strange incentive, you just do your job?  Because it isn't that hard.  Nope, they chose instead of ruin my day and try to entrap me in Toronto.  I told you this city was abusive!

In shocking news, after all of that, Herm was able to get to Discount, rent the truck, go pick it up from the lot and get back up to our apartment building in about half an hour.  See U Haul?  It can be done.  Plus the truck was at least $50 cheaper. 

The real mystery is whether or not Albert ever returned the truck.  O my gosh!!  I just solved my own mystery!!  Did anybody else see this?  Albert you maniac!!  Bring back our truck!!  haha

So, U Haul, here is your face punch, for your rude customer service reps, your ineffective scheduling, your complete lack of caring for people who are only trying to pay you money for you to do your job properly, and for your stupid policy about not being able to keep reservations. 

1 comment:

  1. I hate UHaul too!!!! They always do that to me! One time they told me to drive to Mississagua to pick up a truck, in order to drive it back to Niagara in order to move to Toronto ... and I would have to pay for gas and mileage. We almost did actually punch them in the face. Another time when I was moving from Kingston to Niagara we ordered a 10 foot truck (the normal sized one) and when we came to pick it up they had the giant 26 footer waiting for us (aka a transport truck!). They then sent us to a back alley independent garage to pick up a more appropriate sized one ... which was also being used as a depot to 'dump the bodies' for local murders (we were lucky we made it out alive!). Glad to hear that you got a truck in the end though!