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Original Comment Service and business practices so utterly shady that for only the second time in my adult life, I'm compelled to take time out of my busy day to write a complaint. <br /> <br /> On Sep 8, I reserved a 26' truck for a 10:00 Sep 12 pickup at 2701 S Horner Blvd, Sanford, NC. Why did I order a 26' truck, because I had furniture and equipment requiring a 26' truck. If not, I would have got the 20' for less money. Although I live in Myrtle Beach, SC, I decided to have my wife drive me up to my parents house in NC so I could get a one way rental that would include a month of free storage in Myrtle Beach (that's another issue for later in the post). When I arrive at 10:00, the guy tells me they don't have any 26' trucks but he can give me a 20' for $251 (full price). I would have refused and taken my business elsewhere except I had movers from out of town that were at my parents house ready to work. I still had to pay them for the two hours they were waiting around for me to return. Therefore, I agreed to take the 20' truck but said I didn't want to be charged for it. The employee said U-Hauls &quot;Policy&quot; wouldn't allow them to not charge me (claiming U-Haul Policy is code for we can do whatever we want with impunity while receiving top cover from leadership). After a few minutes of back and forth, I was clear I didn't plan to pay anything for the 20' truck. The employee asked for my credit card. Again, I said I wasn't paying. He said one was needed on file for the account. This made sense to me in case there were incidental expenses. After running the card, I see the charge of $251 on the screen. He then acts as though that's what we agreed upon. I tell him I'm not paying it and ask to speak to the manager. He calls the manager, who isn't in the store, to explain the situation. No resolution, &quot;Policy says...&quot;. Then I ask to speak with the manager but he won't call her back or give me her number. I ask for the number to Customer Service. He doesn't know and won't look it up for me. I locate the number and immediately know this customer service rep will be no help so I ask for the highest ranking person working that day (Nathan from AZ). He again offers me solutions that benefit U-Haul while stating &quot;Policy won't allow him to wave the $251.&quot;<br /> They make it seem as though I'm unreasonable and just trying to get something for nothing. Here's my rationale for a free truck. If everything doesn't fit in the 20' truck, I have to drive back to NC the next weekend, pay for movers to come back out, and rent another truck at full price to pick up the remaining furniture. This means U-Haul rented out my 26' truck and stuck me with the cost of having to rent out two additional trucks. If that's not a shady business plan, I don't know what is.<br /> <br /> Don't let it be said I complained without offering solutions. This is how I would have handled the situation:<br /> - Have the exact truck requested available at the specified time and location<br /> - If I don't have the exact truck, coordinate with a nearby store to have one of theirs delivered and in place by the time the customer arrives<br /> - If unable to have the exact truck delivered, do the leg work to find a truck, and then call the customer to tell them where the new pickup location is<br /> - Let them use one of the &quot;local only&quot; 26' trucks and have my minimum wage employees drive down to SC and bring the truck back<br /> - Give them a 20' truck at no cost or a couple extra months of free storage (you're already giving one month free, what's two more)<br /> - Have the common decency and respect to call and say &quot;Sorry Sir, we screwed up, don't waste your time and money driving here, only to get a truck that doesn't meet your needs<br /> Should I go on? Let me tell you about me and every other customer, we don't care how the sausage is made. I don't care what hoops your employees have to jump through behind the scenes, so long as the trucks and equipment are in the appropriate place at the agreed upon time. If circumstances prevent that from happening, the make the customer whole. This is obviously such a rampant problem that if you had to compensate each customer for your screw ups, you'd be bankrupt in a matter of months. <br /> <br /> A couple hours later, after zero help from your employees, I had to try and find another truck before everything closed. Remember, I still have movers waiting on me. I just happen to drive by an auto body shop that rented U-Hauls as a side hustle. He didn't even show up in Google Maps. At the end of the day, with no help from U-Haul, I was able to get my 26' truck.<br /> <br /> But wait, there's more. I mentioned earlier that I specifically wanted a one way truck so I could get a month of free storage on their largest unit which was actually six small units attached to each other. On Sun 13 Sep at 12:30, I pulled up to the U-Haul store in Myrtle Beach. I had to go inside to get a key card for the gate since their machine wasn't working earlier in the week. Once again, since I hadn't yet put my furniture in the units or put locks on the doors, all my units were given away. I showed them the email proving I had been given all six units but they didn't believe me since I didn't have the contract in hand. I had my wife drive back home to find the contract. Only then did they believe me. However, it meant absolutely nothing since the units were already given away and people had the stuff in them. Their solution was to five me five separate units located all over the outdoor facility. They same employee that rented the units to me apparently gave them away only a day or two later. Was there any compensation or a vow to make things right. Absolutely not. They made money off the units they took from me, I ultimately ended up with four less units than I initially planned and when my free month is over I'll actually be paying a higher price than my original contract. Once again, it's a win win situation for U-Haul with absolutely zero ramifications and all employees are fully covered because all they have to say in any and every situation is, &quot;I'm sorry Sir but U-Hauls policy says...&quot;. This allows the to seem like the good guys trying to help while blaming a shadowy no name leadership figure who operates way above their pay grade. Pathetic.<br /> <br /> As long as this rant has been, I haven't even touched on all the details from these interactions or the insinuations that somehow I'm making up stories and I'm to blame for all these issues.<br /> <br /> This is more than one bad experience, this is the U-Haul culture. At best, I can say you have a great deal of incompetence running through your business but honestly it seems like your daily practices are dishonest and corrupt. I hope your company reaps what it sows.

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