November 2016 by Horacio McGee
This is very long, but I want to clearly explain my 1 star. From the moment I picked up the truck, I had problems. The staff member was very insistent that the larger truck (which I reserved and showed him) was not the one I reserved. After he called and "verified", he acted as though he did me a huge favor by giving me the truck I reserved. He insisted that I needed to put my card down again and had me read the numbers out loud because the card swipe "wasn't working." He asked to re-read the numbers again when he entered them incorrectly At that point, frustrated, I just swiped. Lo and behold it worked! The tread came off one of the tires about an hour into the drive (about 30 minutes outside of Phoenix). I pulled over on the I-10 and called customer service. The woman seemed very nice and said someone would be out within 45 minutes. An hour went by and nothing. I called back and she gave us the contact number of the dispatcher who gave me the number of the repairman. I called the repairman, and when I told him the mile marker that I was at, he was very indignant and said “I'm not driving all the way out there!†I called UHaul Customer service again, and they called the dispatcher who swore that the repairman was on his way. I called the repairman again and he said he wasn't coming and to stop calling him. When I called dispatch, they seemed completely unaware and insisted that he was coming. This went on for another hour and a half. This was in July in the middle of the day between Tucson and Phoenix. Eventually, I reached someone at UHaul customer service who finally listened to what I was saying and sent someone else out. He was actually surprised to find out that someone from TUCSON had been sent out even though we were almost to Phoenix. Apparently the first lady I spoke to didn't understand distances or maps and sent someone to Picacho Peak, nowhere near us! Another hour later, someone finally arrived. The repairman who came out was very sloppy and tried to divert traffic with cones. Highway Patrol obviously came and told him not to do that, but took pity on our situation and ended up letting him proceed. They also stayed until the job was done and turned on their lights and followed us slowly to let us safely get back onto the highway (it was dusk by this time). The cherry on top of the whole experience was that even though most of my day had been spent on the side of the road, UHaul refused to give me an extended time on the rental. All in all, thank you AZ Highway Patrol for your wonderful service. UHaul, I'll never use your company again.
