I would like to give a thorough review of my truck and auto transport rental, and my nearly 900 mile move between San Francisco and Phoenix. Although there were a few bright spots, I am extremely disappointed with the customer service and my total experience.
Starting on day one, when I needed to pick up the truck and transport, my order was canceled. An employee named Angela told me that they had tried to call my phone (they didn't), and since I didn't respond my order was canceled. You then attempted to charge me $723 dollars for the transport, although the original agreement was that I'd pay $310. Getting through this inconvenience cost me an hour of travel time.
I would also like to note Angela's overall demeanor. I realize I came to the store at 6:10 PM, and you close at 7. It's a Friday. I get it. However, the way she dismissed my concerns about the pricing, and how she was clearly upset and annoyed that she had to help me, as if she simply could not wait to go home, was an egregious incident of customer service that I hope to never experience again.
Furthermore, my brother in law offered to pay with his credit card. I was told, however, that his payment was cancelled and that the money charged to his card returned. This is not true, as he was charged. For the entire duration of the trip, we didn't know who was charged, and Uhaul flat out told us inaccurate information.
Over halfway through the drive to Arizona, we faced a tire blowout in Southern California. We noticed the blowout, then pulled over to the nearest exit. I spoke with Uhaul roadside assistance, and gave the lady on the line our information. The front passenger tire on the auto transport blew out, and we stopped at 1660 San Bernardino Avenue, Redlands CA. The drive called me and told me he expected to arrive in 30-45 mins.
Nearly an hour after this cal, with the driver nowhere in site, he calls and says he is here. I say I don't see him, and he realizes he is in Pomona, not Redlands. He arrives an hour later, over two hours after he after I had first called. He shows me the info he was given, and stated "you should complain." As he came from Ontario, he drove the wrong way up to Pomona, then had to head down to Redlands. He then says he was given the wrong tire info, and has the front passenger tire for the truck, not the trailer. So we wait as he says he goes to the nearest Uhaul for the right tire. This gentleman gave me his card, and his name was Ken.
Casey in San Francisco, and Jason here in Glendale, were courteous, kind and helpful.
However, they were the two lone bright spots in what turned out to be a nightmare move. The delays after the blow out costed us a day of travel, another night in a hotel, and a slowdown for our move. As one who has moved several times in my life, I've never lived through such an ordeal. I would like to receive fair compensation for my troubles, which I believe amounts to a $1000 refund off the ch