Here is a copy of a letter I wrote to U-Haul about their equipment and service. Naturally, in keeping with U-Haul’s tradition of crappy customer service, I never received a single word back from them.
March 19, 2004
Dear Mr. Shoen, President U-Haul Truck Rentals
Mr. Schoen, this is what your company did to me. What do you intend to do to make us happy? Please advise.
On Tuesday, March 9, 2004 my friends Steve and Vicki rented a 26 foot U-Haul truck and car trailer in preparation for a move to Phoenix. After fully loading the truck with household goods and furniture and the trailer with a Jeep Cherokee, also fully packed, I drove off in the truck to change clothes, pack a few things, and head out for Phoenix. The time was about 8 p.m., and the truck was fully loaded. Near my home, a red dash light turned on as I approached my off-ramp, indicating an ?aux brake? problem; the light was accompanied by a loud incessant steady ?beeeeeeeep? sound. I immediately pulled over, shut off the engine and made a quick inspection to see if there was a brake fluid leak or something else apparent. There was not. I climbed back in and restarted the engine, and the light and annoying sound were gone.
I left Portland around 11 p.m. and headed south on I-5. I reached the outskirts of Medford before I pulled over for some rest. As soon as I restarted the truck, the same warning light turned on and the sound began again. I called information on my cell phone and was advised that there was a U-Haul service center in Medford and I took the truck in to check on the problem. It was around 8 a.m. on Wednesday.
The mechanic seemed very knowledgeable and proceeded to make the necessary repairs, commenting on how some one else had attempted a similar repair and had used a bolt instead of the correct pin. He took about 2 hours and completed all the necessary repairs to prevent the light and annoying sound from returning, including resetting the ?computer? box inside the truck cab. He stated that the problem was fixed and wished me continued good luck on my journey. Off I went.
About 50 miles later, in the middle of the Shasta forest, the light and sound returned. I pulled off, turned off the motor, waited a few minutes, and restarted the engine. The light and sound went away and I continued on my way, cursing my luck and thinking of some less than friendly things to say to U-Haul at the end of my journey. Little did I know that the problem would re-occur and persist the entire length of my trip, requiring me to pull over every 45 ? 60 minutes to turn off the annoying sound and to keep from going out of my mind for all 1,356 miles of my trip. In other words, I had to pull over to reset the alarm problem about 20 more times during the trip. Gee, what fun. If the Chinese ever drove one of your trucks with a similar problem, I am sure the standard torture for all dissidents would be to drive one of your trucks for 24 hours. When their drive was over, without further persuasion, they would all confess to stealing the Lindbergh baby, confess to being on the grassy knoll in Dallas, and confess to being a spy for the Yankee imperialists. It was a miserable experience. The only redeeming quality of this particular truck was that the radio volume was louder than the screeching alarm sound. But what is a little aural nerve damage and deafness for a customer; they usually recover. However, the saga continues.
While traversing I-10 between Indio and Blythe, my ?adventure in moving? with a U-Haul truck stepped into overdrive. The flat fan belt broke about 1 p.m., leaving me with no choice but to either unload about 15,000 pounds of household items, unhitch a trailer carrying a Jeep Cherokee, and push the truck to a repair shop or take my chances and call U-Haul for some help. Prior experience with U-Haul made it a 50 / 50 proposition. I opted to try U-Haul again.
I called their 800 help line. They asked where I was and I advised them of the recent rest area I had passed. Not good enough. They suggested I walk to the nearest milepost and walk back, call them again, and tell them where I was. I suggested to them that since the temperature was about 80 degrees and I suffered from an arthritic knee and can?t walk very far that they look on a map and figure out where I was based on the rest area I had recently passed. They said they couldn?t do that, so off I went to locate a mile marker for them. After about 30 minutes in one direction, I turned around and headed back to my truck, hoping that banditos had not run off with my stuff. I contacted U-Haul again and suggested that they call their Indio rental center and tell them where I was and maybe they could locate the rest area and my location. Nope. They needed me to positively identify my location before they could even think about where to call to send help. I asked for a supervisor and low and behold, someone with a brain got on the phone and said they would call the Indio center and get help on the way.
Within one hour, I was called by the Indio service center and ?Don? advised that help was on the way. Was help on the way??? Nope. After about one hour, the driver sent to my aid called and said that I was outside their service area and I was closer to Blythe. Since I had little idea where I had been, let alone how close I was to the next place, I said, ?Ok, now what?? He advised me to call U-Haul again and tell them to call the Blythe center for help.
Which I did. It is now about 4 p.m., and my imagination is beginning to get the best of me. I am sure that the coyotes are beginning their ?fat-Italian-food-for-dinner dance? around my truck. Not to mention the tarantulas, scorpions, and other assorted demons of death that lurk along the highway waiting for creaky U-Haul trucks to break down and disgorge their unwitting passengers for the desert banquet du jour.
The Blythe center called back and advised me that they could not locate a new fan belt since all the parts stores were closed in Blythe ? an unusual occurrence, to be sure ? by 4 p.m. on a Thursday. So they said they would just tow the truck with the trailer to Blythe and fix it in the morning. There was no suggestion that U-Haul would pay for my hotel / motel in Blythe, assuming that they weren?t closed, like ?all the auto parts stores? were, according to the Blythe guy. I tactfully suggested to the caller that 4 p.m. was a little early for the auto parts stores to close and that maybe he should call U-Haul again, before he left for his Mensa meeting. He said he couldn?t do that and that I would have to do that.
Which I did. U-Haul said that they had to look into the situation and seemed unconcerned that it was getting darker by the hour and the varmints were getting hungrier by the minute. I began to wish I was a bony pilgrim left over from the 1846 Donner party rather than a fat Italian with plenty to go around. Was help on the way??? Nope.
After about 15 minutes, U-Haul called me back and said that they were going to tow my truck and trailer all the way to Phoenix, about 250 miles. Once again, I tactfully suggested to them that perhaps they could find a mechanic and send one out since it would be cheaper and quicker than a tow. U-Haul said they would call me back.
Darker and darker it got. Finally, about 6 p.m., U-Haul called and said they were sending out a mechanic and he would contact me directly. Was help on the way??? YES. My joy knew no bounds as I was going to be saved. The desert would not claim me as another victim.
A fine mechanic, Larry, called me from C & S Tires, about 5 minutes later, asked where I was, and I gave him the same directions I had given at least five other people. He said he knew exactly where I was and would be out in about an hour and a half, since he had to travel from Quartzsite. He said that he needed to stop in Blythe and pick up the fan belt (evidently unaware that they all closed by 4 p.m.) I asked if he could work in the dark and he assured me that he could and not to worry. I didn?t worry in the least until he mentioned that I was next to the state prison. Now I worried.
My thoughts went to all the prison movies I had seen in which the guards are brutal to the prisoners so that when the prisoners finally escape, they hate the guards and kill them. Once again, my fears returned ? forget about the coyotes, scorpions, lizards, big foots, rattlesnakes, and tarantulas. I was worried about a guy named Bubba, who had been tormented by a fat Italian bully who looked like me. I closed the doors and windows, began sweating like a pig, and kept an outlook for the searchlights that would signify a prison break. I was sure that if Larry didn?t arrive soon, I would become the sexual satisfaction for a deprived prisoner who would have his way with me and leave me for the coyotes, scorpions, and the rest of the desert no-goods.
But to my everlasting joy, in my side mirror, I saw salvation from Bubba, coyotes, and all the evil that lurks in the desert night. I saw a small white pick-up with a flashing yellow light atop pulling over in front of me. Not only did Larry show up on time, as promised, but he also showed up with a jug of cool water. He assured me that since he was slightly fatter than I was and probably couldn?t run as fast, he would be the first to go if the coyotes attacked. My heart rate slowed to normal, my thirst was quenched, and my truck got fixed. In about 90 minutes (9 p.m. and about 8 hours after my first call to U-Haul), Larry had me on my way. He followed me about 10 miles to make sure I wouldn?t get into any more trouble and to make sure the coyotes weren?t following me. He is a good man.
In summary, my trip to Phoenix took about 15 hours longer than it should have, due to truck problems. The truck broke down twice. I used up about 48 minutes of cell phone time trying to resolve my dilemma. Moreover, the charges from the local rental facility were about $150 more than Vicki was quoted.
Sincerely,
Dennis Honse
Portland, Oregon