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Original Comment I scheduled a 26 foot truck with car transport several weeks ago. I set the preferred location to a convenient pick up location. I chose to pay more than budget because I have had very positive experiences with u-Haul in the past and liked the convenient locations. The day before pick up, I am now told that I have to pick up my truck 30 minutes further than I agreed (given good traffic conditions) which is two cities away from where I live. I then have to drive to a second location that is several more miles from the truck pick up. Looking at the web site, the new location for pick up does not even show up on the 18 closest locations to my zip code. I have to type in the pick up city to get it to show up. Again, a chose to pay more for U-Haul for convenience and due to prior positive experiences. Now I feel that I may have made a mistake. The person that called to confirm my reservation was also very unprofessional. She did not seem like she knew what she was doing. I asked her if I could pick up the truck closer to where I live, she redirected me to the 1-800 number. I told her that it was not necessary, and that I would do that after the call. I then asked her if I could at least pick up the truck with the trailer. She said that she would call U-Haul and "try." She told me that she would call them and call me back when she knows one way or the other. She never called back. I called the 1-800 number to see if there was anything that could be done. The representative seemed to have an attitude and told me there was nothing that she could do. She then transferred me to "traffic" so I could ask them. The person that picked up answered as "U-Haul." I asked her name, she seemed upset that I asked. I told her the situation and asked if she could help me. She told me that she could offer me a 10 foot truck in my preferred location. Think about this for a second. I need a 26 foot truck with a car transport, and the agent offers me a 10 foot truck. She was also very aggressive. I just wanted to talk to someone to see if my original agreement could have been honored. I am a reasonable guy, and I am not yelling at any of these representatives. I did not understand the aggression. I then called the 1-800 once again. Jean answered who was the most helpful. I asked how I should lodge a complaint as this is now a very unpleasant experience before I have even picked up the truck. She demonstrated actual customer service and show empathy for my situation. She informed me that I will need to finish the rental, then lodge a formal complaint on-line where a manager would contact me within 48 hours. I told her that I would do just that and thanked her. I then told my wife of the situation. She also called the 1-800 number to see if anything could be done. The agent told my wife that it was not possible because the manager at the pick up location does not work Sundays, and could not be informed that someone could pick up the truck to bring it to my preferred location. This makes sense, but it should not be the customers problem. We are paying U-haul a substantial amount of money. Did the manager at the pick up location drop the ball, or U-Haul. Either way, I feel that we are paying the price. I will give U-haul an opportunity to make this right. Like I said, I am a reasonable guy. I just hope that a responding manager can see the error and try to make it right for this customer. Update: they said they could only do a $50 refund which did not cover the gas and 2 and 1/2 hours it took to pick up the truck and trailer. Very disappointed. I do not suggest U-Haul.

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