Post & Parcel

Ms. Pierce, I am going to try my best to address your concerns as politely and professionally as possible. I do believe that the general public can read your review and see the ridiculous nature of your complaints so I don’t need to point it out. First, I apologized to you for the oversight of a water bottle that had rolled under a seat and that the previous customer had left their paperwork in the vehicle which we somehow missed. I did not say that we didn’t clean the trucks between customers; I stated that we didn’t have the capacity at our location to vacuum and detail the trucks as we are a neighborhood center. Perhaps the smell in the vehicle has more to do with the fact that it was pretty obvious you were living in the van with your dog than whether or not we had cleaned it. That van had recently been abandoned on our lot after being reported stolen from another state. Maybe you should leave a complaint with Uhaul about the location that had it for almost 6 months prior to it coming to us. Second, I came out to the van that you had already been in for 2 days and stood in the rain while you sat in the van with the window rolled down yelling at me so that I could address the concerns that you had made to Uhaul customer service. I offered you another truck that would not be as comfortable and was very honest with you about the condition of these vehicles. We are not a rental car facility. We rent public use work vans and moving trucks. When people rent and use these vehicles they are usually sweaty, dirty and trying to get short term moves completed as quickly as possible. We are not enterprise or the Hilton but you were using the van as your personal residence and vehicle. Third, the “list of complaints” as you put it were sent to me by Uhaul so that I could address them. A key fob?! Uhaul does not now nor have they ever provided key fobs for their vehicles. The locks on every truck nationwide and throughout Canada have manual locks. Most of them don’t even have automatic windows! The other major complaint filed was that the dome light would not go off… the customer service person made extensive notes about your conversation with them, ascertaining that you had unintentionally turned on the dome light and had been unable to turn them off. After several minutes of instruction it was discovered that you had not shut the door to see if they would in deed turn off automatically. I indicated to you (while standing on the rain mind you) that most of your difficulties were only going to increase if I upgraded you to a small moving truck from the van as the van was more user friendly. Because you were already having difficulty managing the van I did not feel moving you into a more difficult vehicle was the solution. Your next concern addressed was whether or not the phone charger worked properly. As I explained to you at the time, these are not luxury rental cars and a phone charger is not considered an essential component of a moving van. While Uhaul does their best to maintain them we did not have a way to test them between every customer and often with their frequent use they stopped working. Again, I apologized. Even after all of that I held an alternate truck on the lot for you for 5 hours to allow you to decide what would best suit your needs losing an entire day of rental revenue. When I tried to call and request that you update us on your intentions, you again sent a message to Uhaul customer service lying about the voicemail I had left. They sent me your message via email. You did not one single time attempt to call our location directly to address any concerns.As far as the services we offer in our store… we are very proud of the mailing, shipping, moving and business services we provide. We have been in business for 30 years and have continued to grow through excellent service. We don’t currently offer tattoos but I will look into adding that to our repertoire!