U-Box at U-Haul

This was the most stressful move of my life. The Peterborough U-Haul branch LOST my U-Box and assigned it to another customer. I had to spend days on the phone with representatives trying to recover my belongings while driving across the country from Ontario to BC. The local manager for the Peterborough, Ontario branch acted like I was wasting his time and being unreasonable when I asked for information on the U-Box that he lost, and he continually hung up on me. I had to stop dealing with him and contact the regional office directly because he was so rude and unhelpful. Call centre employees and office staff on numerous occasions promised to call me back promptly with information, however NO ONE ever called me back and I was forced to call back myself to get updates. Only one person took me seriously and took any action to recover my belongings. This was an employee in the regional office, who was finally able to recover my U-Box. She was very professional and responsive. Unfortunately, even getting my belongings to my new home was stressful, as when I booked moving help through the website, it did not contact the movers and I was forced to contact the movers myself and arrange for them to come on a different day. Why was I paying U-Haul to arrange movers for me when I had to contact them myself in the end? This was particularly upsetting because at this point, I had been told the box had been recovered and shipped, but had not yet seen it to verify that my belongings were safe and intact. I honestly do not know what I was paying for. It would have been less stressful for me to dump my belongings on the side of the road; at least then I would have known what happened to them. At no point was I offered any kind of discount or compensation despite every single part of this process being a nightmare. Although the call centre workers that I dealt with were sympathetic and kind, they had no power to do anything except direct my call to various departments or to the local branch. With the exception of that single regional office employee, who was helpful and extremely good at her job, all I saw from this company was complete incompetence. I will never use U-Haul for any services in the future and I will make sure that everyone I know avoids this company like the plague.

Friendly and helpful staff. Coached me on how to use the app and no problems getting a truck for the day.

Staff was very rude