I have just ceased all our dealer relations with Uhaul after only 5 months. First let me say I became a dealer to help people.
The NEW dealer really wants to help you, and in turn help themselves (well I did and most do). The problem is Uhaul. First of all, they don't give equipment like they promise. Dealers have to pick it up from a closing location, of which they're constantly closing, our first RED FLAG.
Everything is done in an online system. This system allows dealers to access each others info and rent out each others equipment! And they charge us monthly to use this system for God Sakes!
Uhaul prefers dealers fighting over 1 $19.95 rental, that way it's sure to get rented right? Every dealer gets commission on the reservation, no matter WHERE the truck is picked up. (I refused to do this) Imagine the poor confused customer? Uhaul uses the "reservation" so they can get the customers' credit card #. If the customer gets mad and cancels, they're still charged a $50 fee.
Yes, it's true. Uhaul would rather have the $50 than help the customer.
Uhaul threatens dealers with unbelievable threats, like $100 per piece of paper missing, or $100 per time a truck has less than 1/8 tank of gas (they don't pay dealers for gas, nor the time to get it). They assess, and manipulate and study and stalk the dealer without ever communicating with the dealer, eg. they have a "rating" for each dealer. One Friday night, after we closed, they changed (after hours, in the "system") a reservation time from 11:00 am to 10:00 am, the next day and I didn't know of course until I got there at 11:00. We got a bad rating for "customer service". They use this to affect your commission of course, which is vulgar to begin with. You're supposed to work your way up, but they don't dare let you.
In the 5 months we served UHaul, we worked about 400 hours and lost about $100. That's a $7900 loss (if we were paid at $20/ph). We make $65/ph at our main business. They are getting away with illegal labor that way also for sure, but at least we got out. Uhaul closes more locations than it opens, and it's opening 4 per month, so it's closing more, and that's just 1 city!
As for the most important issue of the trucks UHaul rents, yes they've replaced alot of trucks with new ones since the W-5 show. However, they won't give a damn dime to dealers for inspecting them, topping up fluids, and repairs, forget even asking! We had a truck with a front bumper rubbing the tire and they said "do you have a telephone pole to drive it into to straighten it out? " We repaired it at our garage free, the right thing to do for the customer, we're about principal and why we can't support Uhaul.
They'll pay for the actual fluids, say windshield washer, but they refuse to pay PST, so the dealer has to pay the Goverment Uhaul's share.
Last week, I had a reservation "stolen" AGAIN, and it was the customer who informed me when she called upset asking why she couldn't pick it up at our place. I called Uhaul to complain and realized I was swearing and fighting for a $4. commission. Love the customer, always, forever and a day. But for UHAUL? That is the very moment I knew that Uhaul had to get out of my life.
Dovalautomotive
Gloucester, Ontario
Canada
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