U-Haul did almost everything right customer service-wise. The company helped Sharnee find the movers that helped her load and unload, it ensured she got the truck she needed when she needed it, and it let her keep that truck beyond her original agreement (for a price).
However, U-Haul did trip at the finish line and put the Carringtons in an ugly fix.
When they picked up their truck, the Carringtons noticed that its bumper was severely damaged. This damage didn’t make the truck undriveable, so it wasn’t really a problem. The problem was that the Carrington’s almost got charged $900 for this damage when they returned their truck in Hampton.
The customer service agent at the pickup location said he would let the agents in Hampton know that the damage wasn’t the Carringtons’ fault. That message never got to the Hampton location, though, so when the Carringtons returned their truck, the agents assumed the damage had occurred during their trip.
Luckily, the Safemove coverage that the Carringtons bought covered the damage. Otherwise, U-Haul’s communication breakdown would have cost them big.
The troubling thing about this snafu is that the Carringtons couldn’t have done much to avoid it. It’s really just a big smear on U-Haul’s trustworthiness.
One thing that might help you avoid a situation like this is taking pictures of your truck when you pick it up. If you’re taking digital pictures on your phone, they should have a date and time attached to them, so you can prove that your truck was damaged when you picked it up.
If there is another lesson to be learned here, it’s that you should always get as much moving coverage as you can afford.