A friend of mine had car trouble this weekend. She broke down at a truckstop about an hour's drive from her home. Fortunately, some friends came by to top off their tank and found her stranded. She hitched a ride with them to the SCA event we were all going to. Meanwhile, she reserved a tow trailer with UHaul.
After the event ended she caught a ride with me to get her car and the trailer. Well... That is when Hell broke loose. She called to confirm her reservation with the dealer. They were closed. She called U-Haul to tell them. They tell her they had switched it to another place and gave her an address and number but no name. The number was wrong. Another call, more hold time, more snippy U-Haul people. New number and no answer. More calling to U-Haul. Then it got worse. More calling. More hold time. Being put on hold, is, she was told, a matter of corporate policy. More attitude from U-Haul. More desperation from her to find out how she is to get her rental if no one is there. The bastards won't even give her her confirmation number. Talking to supervisors did no good. He refused to apologize even when it was demanded. Then it got worse. She was given another number to call for some other variation on customer service. They told her she should have called the first number she just finished talking to. She is trying to explain and they keep interrupting her and refuse to listen. She demands to speak to a supervisor. THEY HANG UP ON HER!!
I would have been screaming obscenities long long before she lost her cool. I know. I was there.
Oh dear, God. It was so horrible. Such totally unprofessional attitudes from THE ENTIRE customer support staff indicates only one thing: their customer-oriented hostility is a matter of corporate policy. One must be trained to be THAT bad.
Please, dear reader, never ever ever ever use U-Haul. Ever.