U-Haul of Absecon

I have never issued a Formal Complaint against any company before, and it bothers me that I have to do so now, but my experience with U-​Haul today has far exceeded any horrible incident I have ever had.
First of all, the reservation for a 10ft truck was made over a month ago. I’m taking the woman I take care of out of state to be closer to her son.
The problem started earlier in the week when U-​Haul called and informed us that picking up the truck on a Sunday wasn’t going to work. They gave us a day free to pick it up on Saturday instead. No big deal. They called again Friday before to say they didn’t have a 10ft truck available, but would give us a 14ft truck instead, No extra charge. Ok great. They call again with the location which is right near me. Great! I go to look at the truck to make sure the woman I take care of can safely get in and out, then go out to buy a proper step to assist her. Fantastic! Then all hell broke lose today 45 minutes before my scheduled pick up time.
U-​Haul calls and informs me that the truck is no longer available and in order to get the truck I need I have to drive nearly an hour to the pick up location. I explained this wasn’t acceptable. They then inform me that the truck must be returned to the same location. Now. I’m taking this woman OUT OF STATE and already purchased a one way plane ticket home for next week. They wanted the truck returned Wednesday the day after I arrive out of state to the location here in Jersey! Then the situation escalated. I spoke to a District manager. I went to the location where I was supposed to pick up the truck. I was ignored by the staff there. While on the phone with the district manager, he told me that it wasn’t their fault my truck wasn’t available and that I would just have to ‘take what they have there, or go an hour out of my way’ to get the one I originally reserved.
This argument went on for nearly 30 minutes before the district manager got belligerent with me and told me that I was being unreasonable for expecting the truck I was promised at the location I was promised. I ended up taking a van instead of a truck, was over billed and not refunded, and hung up on by a manager!
The man at the location I took the van from was at a loss. After all, it wasn’t HIS fault. He wasn’t an employee of U-​Haul, he merely rents out their trucks as they come in. Sort of a middle man. I explained what happened to him in detail and he gave me all the corporate information to report this incident properly where there will be results in my complaint.
Bottom line is… customer service is severely lacking at U-​Haul. The managers speak you very rudely, could care less about what your situation is, and they have no concept of the meaning of the word «Reservation». Today was a real life episode of Seinfeld. «Anyone can take a reservation, they key is holding the reservation!»
Today U-​Haul wasted over two hours of my time, cost me money, and added additional stress to a situation that is stressful enough. Please forward this complaint to everyone you know. U-​Haul needs to instill a change sooner rather than later. That will never happen until their customers complaints are heard and taken seriously.