What's The Diff?

The things Quicken Loans team members care about and want to share with the world

Next Time I’ll Move with a Budget

By Paul J. Pickett

Have you ever been in the middle of moving to a new residence, and then said to yourself, “Wow, I didn’t know I had this much stuff!” I feel like I say that to myself every time I move, and this last move was no exception. My wife and I were on our second day of a two day truck rental with Budget Truck Rental service. After the moving company we had hired to help move our large furniture didn’t show up (no call, no show…definitely an anti-DIFF experience), we realized we weren’t going to return the moving truck in time.

I called the Budget location where I would be dropping off the truck and asked how much the charge would be for being a half day late. The young lady who was assisting me said she didn’t know, but it probably wouldn’t be more than a half day charge. She even checked with her supervisor and confirmed this was true. So eventually, my wife and I finished the unloading and returned the truck the next day. I was disappointed when this same young lady told me that she was mistaken when she told me I would only be charged for a half day, and I would now be charged for an extra full day rental. Unhappy, but realizing she had only worked there for three weeks, I paid it and went to work.

Later in the day, I was pleasantly surprised to receive a phone call from this same young lady, telling me that she was going to completely refund me for the extra day rental charges, because this is what she had told me. It was as if I had returned the truck on time and I got an extra day for free! 

Now, not only will I use Budget Truck Rental next time I move, I’m telling you to give them a shot as well. And if you are told the wrong information or overcharged, tell them this story. It might make the DIFF for you and your bill.

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Comments

  1. Interesting, my experience with rental moving truck companies was the opposite. I can’t remember the name of the company, wish I could, but basically I spent a week making daily calls to them only to be routed to different phone numbers across the country, having to tell my story from scratch every time. We were guaranteed finally everything would go smoothly.
    The moving day came, we had friends and family ready, took the day off work, and sure enough, no truck. After a 3 hour series of phone calls to this company’s offices across the country that felt like that game you’d play at Chuck-E-Cheeze where you hit the little gopher on the head with a fuzzy hammer when he pops out of a hole, just to see another one pop up somewhere else, my wife eventually got on the phone with a guy named Joe who was rude, no empathy, just said they’d try to get a truck, maybe today, maybe this week, no guarantees. I took the phone out of her hand, asked who I was speaking to. He said “Joe”. I asked him his last name and he refused to give it to me. It was the only time I’ve ever felt violent toward a company. The worst service I’ve ever received. Reminded me a lot of businesses in communist countries. My Family came from one, so I know and am not exaggerating. This was a communist rental moving truck company. Unreal, to compare their business ethic to ours and ponder how they can possibly survive.

    Posted by: Tom Hrovat | March 12, 2007
  2. Nice. Sounds like your truck company is a partner of the moving company that was supposed to help us move our furniture. At least they returned your phone calls…
    I agree with your last comment, how do these companies survive? Is it because all of them are that bad, so no one ever gains any ground because they are equally pathetic?

    Posted by: Paul J. Pickett | March 12, 2007
  3. What a great article! It’s refreshing to see a company training it’s team members to identify what makes a customer experience truly great. Quicken is the “diff” in the mortgage industry!

    Posted by: ob | March 12, 2007

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Monday, October 23, 2017