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Original Comment I just got off the phone with Katie, the U-Haul executive assistant for Western New York, I told her about my horrible experience with a U-Haul rental this past weekend and she offered what U-Haul calls a $50.00 customer goodwill refund. I tried to explain that my husband and I called a month before our move to rent a U-Haul from Pro Auto in Bath, New York. My husband even called the Monday before our Saturday move to verify that our 26 foot truck would be there at 8:00 a.m. on Saturday, September 26, 2013. John Sincerbox, owner of ProAuto, told my husband that, "He was in the system and the truck would be there as scheduled." The day before our move, at 11:00 in the morning, the owner, John Sincerbox, informed us that we would not be able to get that truck, or any truck for that matter. We asked him if he could help us in any way because we had movers coming and we had to be out of our house on Saturday the 26th so the new owners could do a walk-through on Sunday the 27th. He wasn't even apologetic or helpful, and when we called U-Haul customer service we recieved the same response with no apology. That Friday, the day before our move, we spent about 2 hours calling every truck rental place known to man, but we were told that since it was the end of the month that ALL trucks were already rented for the weekend. After many frustrating phone calls we finally found two businesses, about 40 miles from us, that were willing to rent us U-Haul trucks that they were selling. We had to travel 40 miles to pick-up both trucks, drive both trucks to our house, load both trucks, drive to our new house 90 minutes away, unload our belongings, take the one truck back, take the other truck back to the house we were moving from because we couldn't fit everything in the 2 - 14 foot trucks, drive back to our new house and unload again, then take the other 14' truck back to its original destination 40 minutes from our new home. After I explained to Katie, the U-Haul representative, what we had experienced, she stated that the only thing she could offer us was a $50 customer goodwill refund. I told her that we were originally supposed to pay $159 for the 26' truck and now our bill for both 14' trucks is $433.99. That's a difference of $280, not $50. She said that is all she could offer - take it or leave it! She also told me that we only had a reservation, but that reservation does not guarantee us a truck. The only guarantee is when we get a call back 24 hours before we are supposed to pick-up the truck. I asked how ANYONE can count on this kind of service when they are moving the next day, and told her that we did not receive a call 24 hours in advance. She said that is their policy and there is nothing else she could do for us. I am appauled by U-Haul, and their lack of empathy for the customers that rent from them. Obviously, customer service is not important to the U-Haul company if they treat their customers in this manner. When I looked at all of the reviews from other customers, I could see that I wasn't alone. Every review tells a nightmare that a customer experienced from scheduling U-Haul equipment. U-Haul shouldn't even be in business because their guarantees are useless and their customer service is horrible!!!!! I, nor anyone I can communicate with, will ever use U-Haul products. I am going to make use of my blog and other internet websites to tell my story and I suggest everyone who has ever used U-Haul does the same. We need to show this company that their word and their customer service are the most important parts of running a business, and when you treat the customer in this manner, their company will surely suffer the consequences.

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