Corvallis U Haul Dealership
In early June 2003 I complained about the lack of wheelchair access at the Corvallis U Haul dealer. There were 3 steps up into the pre-fab office area on each of the three entrances, none of which had ramps for wheelchair users. Paul had rented moving vans from them twice - in November 2002 and May 2003 - and an enclosed trailer once since his injury. Unable to go up to the counter and sign the papers (let alone receive hand controls for the vans), Paul had to rely on other people to rent the vans in their own names.
As the most recent designated renter, I first complained in the office. The worker at the counter completely agreed that it should be accessible (as did the other customers) and suggested I contact UHaul central. So I filled out a comment form through the UHaul website. To my surprise, I received an immediate response telling me the district manager would soon contact me. Here is the text of the email:
Date: Tue, 10 Jun 2003 01:00:45 -0700
Subject: Re: Internet Customer Action Form
From: "Uhaul Customer Service"
Dear Ms. Granger and Mr. Ritter,
Thank you for taking the time to contact our Customer Service Department.
We apologize for problems your friend had in accessing our location. Your
feedback will enable us to improve our product and service.
The Regional Representative from Eugene, OR will review your information
and contact you within two business days. A file has been created under
reference 807312. If additional information is needed to resolve your
particular situation, they will inform you and gather that information.
Your concern will be resolved in the fairest and quickest way possible.
If you wish to contact them by phone, their telephone number is
888-277-8760.
We, at U-Haul, look forward to resolving your concern.
Sincerely,
Salea Kinealy
U-Haul Customer Service
A few days later I heard from the manager by telephone. She said UHaul would go to investigate to the Corvallis site and make recommendations for ADA-mandated access. Meanwhile, she would mail Paul and me "VIP" certificates, which turned out to be $20 off coupons.
In late July, I rented a trailer from the same dealer (using my coupon, of course). There were still no ramps, a fact I commented on at the counter. The worker gave me a frustrated shrug and pointed at the "disabled customers" stickers displayed at each door: "They came out and looked around, then they just put up these signs. When someone can't get in we're supposed to bring papers outside for them."
When I returned the trailer afterhours Sunday, I went around and took some pictures, starting with the signs they put up:
(Click on a picture for a closer view)
Above: front, side, and back entrances to the Corvallis UHaul office. No ramps, no lifts, no bells or buzzers... just those signs. "If you need assistance... please inform the salesperson at the counter." Ya gotta wonder... are they supposed to sit outside and holler?**
** See their 8/13/03 email after the pictures.
Below left: The key drop is at the top of three steps... Paul can unhitch a trailer unaided, but how can he drop off the contract afterhours?
Below right: cruel and stupid irony... they installed a wheelchair writing counter even though wheelchairs cannot get into the building.
Below: It's not like they don't have room for a ramp!
Updates:
After two email requests - 7/21 and 8/6 - for an update (with a link to this site) I received this reply:
Date: Thu, 07 Aug 2003 17:48:27 -0700
Subject: Re: Internet Customer Action Form
From: "Uhaul Customer Service"
Dear Ms. Granger,
Thank you for contacting our Customer Service Department on Wednesday.
We apologize for the delay in this communication. Our Construction and
Engineering Department is currently reviewing the location at 1050 NW 5th
Street, for necessary improvements to accommodate our Customer's with
disabilities. As soon as they have completed their analysis and have
decided on a course of action we will alert you with another E-mail
correspondence.
We appreciate you bring this to our attention and allowing us an
opportunity to respond.
Sincerely,
Salea Kinealy
U-Haul Customer Service
On 8/13/03, I received an unsolicited update:
Date: Wed, 13 Aug 2003 10:10:44 -0700
Subject: Re: Internet Customer Action Form
From: "Uhaul Customer Service"
Dear Ms. Granger and Mr. Ritter,
Thank you for your patience and understanding in this matter. We
apologize for any inconvenience caused by this situation.
We have made arrangements to install a wireless buzzer system next to a
closer handicapped parking space. Our Representatives at the Corvallis,
OR location will respond to this signal by coming out when assistance is
necessary. This service is available during normal business hours.
We appreciate this opportunity to respond and assist you with your
concerns.
Sincerely,
Salea Kinealy
U-Haul Customer Service
Guess that's progress... but where's the ramp????
Seriously, does this demonstrate that U Haul "is committed to providing equal access to persons with disabilities"? What if a wheelchair user wants to apply for a job as a clerk?
In this case, adding a ramp should be required under the
Americans with Disabilities Act (ADA) because it is
"easily accomplished and able to be carried out without much difficulty or expense." As you can guess, I won't let go of this. More later...
written 7/20/03
updated 8/13/03