U-Haul Moving & Storage

This is less about UHaul and more about We Move You, which pairs with UHaul for moving help. I ordered the moving help through UHaul and was EXTREMELY impressed with We Move You. If you use this service, you have to request Wes and Andy as movers. They’re punctual, efficient, and overall good guys. I moved out of my place on a Thursday and into my new place on a Saturday and had the great fortune of having them both days.

To begin I’ll state that I now live in Chicago, IL. However, I own a car that still lives in a friends backyard in Wilmington. Said friend is moving and thus my car needs to move too… to a mechanics shop down the road five miles.
Rather than paying a tow company a ridiculous sum for the tow… I bribed a friend to use his mighty truck to do my bidding and reserved a tow dolly online at UHAUL’S site. They took my credit card info and gave me the address of my pickup site.
The next day I called to confirm that (a). The pickup site they provided was indeed the correct location and that they would have the dolly and (b) that my friend would be able to pick it up for me as I was out of state.
I was told (TWICE) that this indeed was the correct location and that it would be no problem for him to pick up/​drop off as they already had my credit card on file to charge.
Day of pick up: My friend who was kind enough to do this favor gets to the location and they don’t have the dolly. I call and they tell me they only have one it was rented days ago and never returned. WHY then would they not call me and let me know so that I could reroute him BEFORE he went to their location? And, WHY did they confirm with me twice?
They then send him miles away to a non UHAUL facility who won’t let him pick up the equipment because I wasn’t present with my credit card (the transaction is already shown as «pending» in my online bank account statement).
I give up, tell my friend I owe him a beer when I’m in town for all his effort and call the national UHAUL hotline because I had had enough dealing with the local UHAUL folks in NC.
The national hotline is no better, the customer service woman was rude, offered no apology and snapped that «your reservation is cancelled.» I then e-​mailed a complaint to the company and get a form letter with a link to a customer action form… needless to say I clicked on it and it sent me to a page that doesn’t exist! PERFECT!
UHAUL you are the bane of my existance this afternoon and I will never reserve your services again. Where in the world have companies gone that revere their customers and try to right their wrongs? Disgusted!