A few days ago, I went on an angry rant about my experience with U-Haul’s portable box U-Box program. Just a quick recap before I get into the good news: When I called in to schedule the drop off of my boxes, a customer service representative accidentally cancelled the shipment of a my boxes. As a result, when I arrived in New York, my boxes were still in Pittsburgh. The worst part? Twelve (12!) different people at U-Haul could only give me one answer: it would take ten days to ship boxes to me. Yikes! That was not going to do…
A friend passed along the phone number of the U-Haul CEO, Joe Shoen. Apparently, the CEO had given out his number during an interview, inviting customers to call with issues. So I called….and he picked up! I told him my problem then sent him a follow up email with more information (I found what I hoped to be his email address online). Over twenty-four hours passed before I received a return email. His son, Sam, emailed me back, apologizing for the issues, offering me a sizable gift certificate and discount on the services, and best of all, he said the boxes would be in Rochester the next day.
And guess what!? They were!
It was a rough road, but the outcome was good. Now if only U-Haul can empower their associates (below the CEO position) to solve customers issues properly…after all, calling the CEO isn’t the most practical of solutions.
For the record, here’s Joe’s info if you are having a serious U-Haul issue…
Phone number: 602-390-6525
Email address: firstname.lastname@example.org