Two Points of Irony for Today
1) Comcast did NOT actually give me the worst customer service I experienced today.
2) I am writing this on a blog about my desire to get rid of excess possessions, and it concerns renting a truck to move my extraneous possessions from one apartment to the next.
So, this story stretches back to August 2nd, when I priced out a truck for moving into my new apartment with my Girlfriend.
Note: I have confirmations in email, text message, and call recording for most of these interactions. To their credit, @UhaulCares tried to take care of my concerns on August 5th. I did not post this then because I decided to wait and see. Would they honor agreements? If so, I’d publish praise. If not… well…
Begin Message that recapped up to then:
Truck Availability and Customer Service - Nick Mazzuca - Order # *****297
Nick Mazzuca <myemail> Tue, Aug 5, 2014 at 9:44 PM
Over Twitter you asked for my problem. On Saturday my girlfriend and I called the number for University City U-Haul in Philadelphia to price out trucks for our move. The agent was very helpful and gave us a detailed, useful quote. We wanted to do a bit more research, and she let us know that we should book quickly before the end-of month bookings fill up. We wanted to book a truck on the morning of the 29th and keep it until the morning of September 2nd. She said it was no problem, and after we did some research, I resolved to book on the next business day - Monday 8/4/14.
When I called in to book, the agent pulled my quote up and then informed me that it was impossible to book - a hold on multi-day bookings had been put in effect in the less-than-36 hours between the calls. I asked if there was anything to be done, and he said to call the booking manager of the location. I was transferred over to an individual to whom I explained the situation. They stonewalled. I suggested work-arounds, such as making 3 individual 24 hour bookings for each day - and was met with hemming and passivity. I then requested a supervisor. I repeated the same story and was told that my booking was possible, and that a confirmation email was on the way.
I received a confirmation email and availability confirmation text message - for one 24-hour booking from the morning of 8/29 to the morning of the 30th - not the 8/29-9/2 booking I booked. I immediately called back and described the previous several calls and their proceedings in detail. The service rep I received then was quite direct, understanding, and helpful. He modified the booking, sent a prompt confirmation email, and also gave me the number of your booking services hotline for the area so that if the University City location refused to honor the booking they would get a line on a location in my area that would. I thanked him, and I decided to wait 24 hours to see if another availability confirmation text would come through, cementing my booking. This relatively-simple booking had become complicated enough that I felt it best to double check, lest I be without a truck on moving day.
24 hours passed, and I called back. I explained the situation, illustrated my concerns and asked if the booking was certain. The rep dismissed my concerns, stating that I had a confirmation email - what further evidence did I need? I asked if it was still possible for the truck that I booked not to be available. She said it was, because it was the end of the month - that I should expect so. I stated that that was why I was pricing and booking my rental early - and why I was following up to ensure that my request was fulfilled. She went on to state that it was not fair that I would book for multiple days, which might mean that others would not be able to rent trucks. I responded that I was not borrowing a truck but renting one - exchanging cash goods for services rendered at the price that U-Haul dictated. She then browbeat me for wanting to use a truck for multiple days - why would I need that much time to move a one-bed apartment?
Frankly, trying to shame me for wanting to use your service is an excellent way to get me to rethink my need for a truck - namely your truck.
I know that I may indeed need to cancel this booking - and the sooner the better. If you cannot guarantee the truck's availability, I'll be forced to cancel.
I apologize for the issue with the representative. I do show that your reservation was confirmed for the time period that your are requesting it. I was wondering the second representative that you contacted in regards to this were they from the main call center or did you call one of the local offices. I would like to follow up with the team that is responsible for that representative.
Social Media Support Specialist
VoIP Ext: Redacted By NJM
Nick Mazzuca <myemail> Tue, Aug 5, 2014 at 10:24 PM
I am honestly not sure - I call the local number for University City U-Haul. Each time it sounds like it goes to a call center rather than a local land line. I could not confirm which one it would be without listening to a recording.
If this means that I should be good to go for the 29th, I thank you.
Re: Truck Availability and Customer Service - Nick Mazzuca - Order # *****329
From what I can see you are all set up for the 29th. I will follow up with the call center management team in regards to the call I believe the representative would have been from there.
Social Media Support Specialist
VoIP Ext: Redacted by NJM
From there I was satisfied. A check of my confirmation page showed the truck requested and available. I received an “Early Check In” Email, and since I had time today, I decided to proceed with early check-in to get the last of my pre-move chores locked down.
I proceeded to do early check-in, but the Availability had changed to One Day and 3 hours. This was changed without my knowledge. I proceeded to call the Uhaul customer service line and told them the story behind all of this. They transferred me to the regional office. I explained to the gentleman that I had been promised in writing that I would have a 10’ truck on the days I requested. He said none were available – a change from previous. He then told me my options. He said I could drive to Delaware to pick up a truck, I could accept a downgrade to a 9’ van, or I could cancel my request. I asked if they would drive the truck up here. He said no – that I would have to drive to Delaware. I replied that I did not have a car – hence why I requested a truck from a store in my neighborhood. I said that I would call customer service again – to which he hung up on me. I proceeded to call customer service again and explained the problem in detail again. I was transferred - again, and without warning – to the same gentleman who repeated the same lack of adjustment or options. I then said that I would call customer service again. I did again, and the service rep said she would transfer me to the Regional Manager, Myra Colum at 888-829-7326. I hung on a silent line for minutes, hung up, then called that number directly. The same gentleman again – who up through now never offered his name – said that his regional manager had been notified of my calls and that I refused all my options – implying that my non-compliance was the issue and not his/your refusal to honor a booking. He also said that I should consider changing the dates on my booking on a date that isn’t around the end of the month – an absurd suggestion considering that this reservation was booked around a fixed moving date – which is why I wanted the truck to begin with.
In effect, his best solution was not to provide me service – a service which I was happy to pay for. In fact throughout this process I asked for no special accommodations, merely a guarantee of rental for the time I was promised for the price I was quoted.
In order to have any potential accommodation I finally opted to accept the downgrade to the 9’ van.
This entire process has shown that A) U-Haul does not honor its bookings and agreements, B) Calls to have issues resolved are used to seemingly placate without anything to backup the solutions promised, and C) the staff of your regional offices have little interest of following through on the promises made under the umbrella of your national organization.
I am awaiting a response. I am more than happy to listen to any recordings made – as U-Haul states they are recorded at the start of each call. And, likewise, since I have been recorded by U-haul, I too recorded several of these interactions.
“Alison A” on the @Uhaul_cares twitter account has requested this email. I have alerted her to this crosspost.