“Hello, I am trying to drop off a truck…”
The impetus for this post is the audio file above, a recorded phone conversation between a national U-Haul operator and me at around 1am, because I think the call is funny. The back story on this is critical, though, and I recommend reading it first. Grab a cup of coffee and enjoy my high-pitched (read: exhausted and desperate) attempt to stay sane.
Call notes:
- The operator sounds here exactly like she did on my end of the line, only I was hearing her through a cell phone.
- 3:15 - I raise my voice and the operator, apparently thinking the relevant portion of the call is over, turns off recording of my side of the conversation.
- If you happen to listen to the gap that is just her you’ll hear her re-ask me questions.
- 4:30 - “That is a 24-hour dropoff location.” Complete reversal. What??!!
- 4:45 - “Leave the key in the glove box… leave the passenger side unlocked.”
- 5:10 - Having been instructed to leave the key and contract in the glove box and leave a door unlocked, I promptly request a copy of the phone call. You can hear her turn me back on and then stammer. She almost explains that she’ll have to give me the information again (for the record), but instead just goes ahead and gets my email address.
- The call took 2-3 days to arrive in my inbox.
On Sept. 2, 2008, Mike, Matt, and I moved from Boston to New York. We departed at 8am, on a few hours sleep, and arrived at the first of four drop-off points after 7.5 heavily caffeinated hours full of traffic, riffs, and Sinatra.
The previous day, when checking out the truck, I was told by the U-Haul man (the owner of that franchise) that I could drop it off at any location in New York—didn’t matter where.
On moving day, I called the national U-Haul number to confirm the dropoff location and find out by what time I needed to leave the truck. I was told that any location was fine, and that I could leave the truck at any time. “Really? There is no last time?” “Nope. As long as it’s here by morning you’re fine.” “Great,” I said.
I will note here that U-Haul has a special “drop off” number to call for specific information like this, separate from the plain-old national number. However, the digits are located in the corner of the original contract, and there was no mention of that number at any point by the departure U-Haul or the national operators until the very end. This turned out to be crucial. Had I called the right number I would have been told that the nearest after-hours drop location is in the Bronx and would have amended my plans accordingly.
After a late dinner with Mike and his new roomate, I called the national number again to confirm that the specific location I had in mind, at West 23rd Street (Chelsea), would accept the truck. I was assured that it was no problem. After some additional errands with the truck (helping other people move things), I arrived at the Chelsea U-Haul at about 12:30am. Parked the truck in the street behind a long row of other trucks. Looked for a drop box (usually a secure box to leave your keys and contract). Looked and looked. Nothing.
I got back in the truck and called the national U-Haul. What you hear is that call. I cannot adequately explain how much I just wanted the day to be over and to get rid of the damned truck.
I have a copy because at the beginning of any call to them they remind you that each call is recorded and you have the right to request a copy of the conversation.
The next day:
- 7:00 AM - I call to confirm that everything is fine and “close out my contract”. This is important because I am liable for all damage until it is closed. They put me on hold.
- They cannot find the truck. She wonders aloud: maybe it was towed? Or stolen? They will call me back. I mention that I left it out front and is she sure it isn’t out there? Yes, she’s sure.
- 1:00 PM - I call back. I am put on hold. People continually pick up as if I am a new caller, and I go from explaining myself every time to vocalizing my frustration about being greeted by a new person. (Many phone systems will do this—make it ring if someone has been hold for too long—but the good systems differentiate between holders and new callers. Their system blows.) Eventually, a manager tells me they still cannot locate the truck and will call me back.
- 2:30 PM - I arrive at the W 23rd Street U-Haul to get to the bottom of this. There is now only one truck parked on the street. It is mine, exactly where I left it. The keys have been removed.
- Inside, I wait in line. I am helped. The woman helping me (who is not the manager I had been speaking with by phone) walks off to go “check on something” and comes back 10 minutes later. Meanwhile, I am offered a seat. Woman comes back and we close out my contract. As I am about to leave, the manager comes in. I ask her, as nonchalantly as possible, WTF was the deal and why couldn’t they find the truck all day and what if I hadn’t gone down there myself. Response is something like “Um, well, there was, you see, we put you on hold, it was busy, uh…” and that they had just realized the truck was there and were about to call me. Really.
- I explain to them that the national number has them listed as an after-hours drop location, and, um, they should really do something about that. Manager says she will have her General Manager fix that.
- It is my first day in Manhattan and I need to move on with my life. I thank them for their help and leave.
- I walk outside and take this picture of the truck, still right where I left it.
Fin. (TP, now you understand.)
