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| - Sadly, we used Uhaul to move once before with their pods and everything went smoothly. I guess that's the difference between east coast and west coast.
We called Uhaul on 3/6 to schedule 2 pods to be dropped off on 3/21 and picked up on 3/23. We were told it would have to go through a 3rd party trucking company and they would be 2 feet off the ground on a flat bed and we'd have to push stuff up a ramp. I paid a $195 deposit which was taken out of my checking account on 3/7. We were told to expect a phone call from the 3rd party trucking company which we never got.
On 3/10 we called Uhaul again to see if any more dates had opened up. There are cancelations all the time and we wanted to see what kind of other dates were available. So we spoke to a 2 reps because even that was too difficult. They just kept asking what day we wanted even though on the 6th we were told there were only 2 possible dates. We did not ask them to change anything, we repeatedly stated we just wanted information. Of course, they changed things anyway. They set up the drop off date for 3/18 with no scheduled pickup date at all.
Today we call Uhaul and Thomasina just tries to schedule a pick up like we didn't have a reservation at all. Transferred to Cecelia who said she was not trained on the pod boxes. Transferred to Linda who transferred us to Dominick, who was a customer service agent who tried to claim there are no managers on duty ever when he was unable to do anything but say too bad, so sad. Transferred to Alicia at Scheduling who said we had to work it out with the 3rd party truckers. If I'm even keeping this straight, we've talked to like 10 different people.
Eventually we end up speaking to Susan at the local Uhaul on 989 S. Boulder Highway in Henderson/Las Vegas, NV. Susan said she had just seen the reservation for the first time on 3/14. We were told they could not honor the reservation date and the best they could do was (emphasis on the) MAYBE drop the pods off on the 21st and pick them up on the 24th.
So we ask for someone about her and eventually get Mike Silva, the manager of that facility. Of course by now we're heated. We have to change all of our plans, change all of our hotel reservations and the 2 pet hotel reservations we had to make. Who knows what kind of fees I may have to pay for that. Mike essentially tried to say it was our mistake that he only goes by his employees notes. I asked if all phone calls are recorded, he said yes, so I said than he can listen to our calls and see that it was their mistake, he said no, he only goes by his employees notes. He eventually explained that they have 1 truck for the entire Las Vegas area and it has it's yearly scheduled maintenance on 3/23.
Ultimately, nothing was resolved because nothing changed. We still are now stuck leaving a day later and have to change all of our already booked travel arrangements because of Uhaul. He knocked $25 off the price and said he'd try to make us the first pick up on the 24th. Of course we're not satisfied but there's literally nothing we can do. My wife continues to try to push up the corporate ladder to voice these concerns and how we've had our whole move set back because of Uhaul's failure. A Natalie Harmon was supposed to speak to the president or something. All she did was get pissy and go speak to Mike Silva who said the issue was resolved. She never even tried to contact the specific person she said she would. She also got mad we voiced a complaint on their Facebook page.
Natalie calls my wife back and was probably surprised we still wanted to speak to the president. So we're supposed to get a call from him tomorrow. I don't think that's going to do anything but provide us with some empty apology. We still are also going to have to get them to change the quoted price because it's cheaper when you don't deal with a 3rd party trucking company which we no longer are. This last month's experience tells me that's not going to be an easy task to accomplish.
Every step of the way from the day we booked the pods to today has been nothing but mistakes by Uhaul regarding literally EVERYTHING. Despite all of this, they actually get annoyed when they're told what a horrible job they are doing, how everyone is screwing up, and how if this was me at my job, I'd be fired for this kind of performance. We never got any emails because they misspelled my wife's email address. We were also told when you have an issue, if they call you and you don't answer, they just mark the issue as resolved. Fantastic business practices for customer service. Nobody answered, everything must be cool than!
I thought Comcast's level of customer service was legendary for how horrible it is...I think Uhaul is set up to give Comcast a run for its money. From corporate to their individual locations...straight garbage is the nicest way to describe it all.
Will update this review if we ever hear from the supposed president.
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