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
This post is #83 of the #The100DayProject. For more updates on my progress, be sure to follow me on Instagram and look for the hashtage, #100DaysofMiaPrima
U-Haul Forgot to Ship my Boxes + Other Moving Disasters
I’ve never done a rant post before. Usually, I relegate my posts to travel updates or vintage finds.
But I’m just too darn frustrated to write about anything else today.
So here’s a fun little story about my experience with U-Haul U-Box. I’ll let you come to your own conclusions about whether you should consider the company for your next move or not. 🙂
My U-Haul boxes were scheduled to arrive at my new house on Friday July 17th at 2pm. At 3:30pm, I called and was informed that my boxes hadn’t even been shipped. I then was redirected to over six different people. Each one told me the same thing: The mistake was U-Haul’s (a representative cancelled my shipment accidentally), but my boxes would not arrive until Monday July 27th. That is ten days after they were scheduled to arrive. That is ten days I don’t have to unpack. That’s ten days without a bed, a wardrobe, kitchen supplies, anything.
I’m asking that U-Haul get my boxes to me by Friday July 24th, so that I do not lose yet another weekend I could spend unpacking. And to waive the drop off fee. I paid a good amount of money to have these boxes stored and delivered, I’ve spoken with over six different people in the company, and my issues has still not been resolved. This is absolutely unacceptable and extremely frustrating. U-Haul, can you tell me: What are you going to do to make this right?