On August 5, 2024 I reserved a 10-ft truck for my August 29, 2024 move from Kamloops, BC to West Kelowna, BC. The return location offered to me by the U-Haul website at that time was 2710 Kyle Road in West Kelowna, BC. As I paid for my U-Haul rental when I picked it up on August 29, 2024, the U-Haul representative, Sandra Hegel charged me an additional $125 deposit and told me that when I returned the rental truck on August 29, 2024 that the $125 deposit would be refunded to me at that time by the franchisee located at 2710 Kyle Road, West Kelowna, BC. When I arrived at 2710 Kyle Road in West Kelowna, BC at approximately 2:00 p.m. to return the truck, the U-Haul franchisee location was closed for one week due to the franchisee going on vacation. I used the My U-Haul Return feature of the U-Haul website to process the return of the truck as I was instructed by Sandra Hegel. During the return process the website asked me if I was at 2710 Kyle Road, West Kelowna, BC which I confirmed and then was asked to click 'Next'. I was then presented with a screen that read: 'Thank-You'. I left the truck in the designated parking spot as indicated, took a photograph of the odometer and photographs of the exterior of the vehicle as well as the sign on the front door of the franchisee indicating that they had shut the business down for one week due to vacation. The fuel gauge was reading 5/8 of a tank as it was when I picked the vehicle up earlier that morning in Kamloops, BC. I called Sandra Hegel at approximately 2:30 p.m. at (778) 220-4837 which was the number listed on her business card, and left her a detailed voicemail message - notifying her that the West Kelowna franchise location had been closed for a week and requesting the immediate return of my $125 deposit. 5 days later I am still waiting for a return phone call from Ms. Hegel. When I didn't hear back from Sandra Hegel by Friday August 30, 2024, I once again called the Kamloops U-Haul location at 7:20 Holston Avenue Kamloops, BC. I waited on hold for approximately 45 minutes where upon a gentleman answered the phone and advised me that they had no record of the truck being returned despite the fact that I followed the prompts on the My U-Haul Return website. The gentleman then instructed me to call the West Kelowna main branch for U-Haul. When I called that location, I was immediately placed on hold for approximately 1 hour whereupon I hung up and called the U-Haul Central number - explained the situation to the rep that eventually answered the phone and demanded that my call the escalated to a District Manager. I was told that a District Manager would call me back. 4 days later, I am still waiting for that individual to call me back. I'm still waiting for the return of my $125 deposit. No one from either U-Haul Kamloops or U-Haul West Kelowna or U-Haul head office has bothered to call me back. As an MBA who has attended on the Boards of Directors of 30+ publicly listed, stock exchange traded companies, I can honestly say that I have never seen such disastrous and abhorrent customer service in my entire lifetime. The fact that I need to reach out to the CEO of a company that has taken my money and shown such disregard for its customers speaks volumes as to the toxic corporate culture that is U-Haul. I will be documenting this entire disastrous affair and publishing a white paper on my social media page which has approximately 2 700 subscribers and over 28 million views. I am demanding the return of my $125 deposit by the close of business today, failing which I shall be contacting my bank and having the entire rental contract disputed based on a presumptive breach of contract by U-Haul. The fact that U-Haul's booking system listed 2710 Kyle Road, West Kelowna, BC as a drop off point when U-Haul knew or ought to have known that the location would be closing for a week speaks volumes as to the incompetence and total disregard of U-Haul and its employees. You should be ashamed of such a toxic and dysfunctional corporate culture. Your employees don't even have the good sense that God gave a billygoat to call back a customer or follow up on a complaint.
ANDREW S
1st Class Auto Glass & Upholstery Ltd
(U-Haul Neighborhood Dealer)
Services dans cet établissement :
One-Way and In-Town® Rentals in West Kelowna, BC V1Z2N1
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Vos précieux commentaires nous aideront à mieux vous servir.
Not wrongly charge the customer for fuel upon drop off when we returned the truck with more fuel than we started with and were charged an extra $17 dollars with no refund.
cAVAN SIt was good other than it was hard to find. You need better signs for this location.
Randy RService was great
PAUL LNothing... both customer service and location were excellent!!!
Kevin B