Homelink U-Haul

Booked a truck rental via the U-Haul corporate site on Monday. On Thursday, Homeline called to confirm the reservation. I confirmed that I needed a truck, and asked two questions: a) How much would an extra days rental cost? and b) how much would it cost if I rented the truck as a "local" - and returned it to their facility rather than one in the Chicago area. They could not answer either question over the telephone. Later in the day, I checked the website to confirm that they were open - their site said they were open until 18:00. At 16:00, I called to change the reservation and attempt to get the truck early. I called 8 times between 16:00 and 18:00. I called the number that they confirmed the reservation from - and I called the number on their website. No answer and no voice mail setup on either extension. I called U-Haul's national toll-free line, and they transferred me to the U-Haul regional office. The regional office was also unable to get a hold of the Homeline dealership. Finally, I drove by the store at 19:00 to see if they really had any trucks. My truck was there (the only 26' on the lot). I got out of the car to see if there was anyone in the office - there was not - but as I was headed back to the car, several employees pulled in driving U-Haul equipment. One of them asked if he could help me - I explained that I had been calling in an attempt to get the truck a day early - and could I have the truck now. He answered, "Can't let you have it now - we are closed. We closed to go get this equipment". I replied, "but your website says that you are open until 6PM". He responded, "but we closed at 4:00 PM to pick up this equipment". So, he let an opportunity to recover the situation and provide excellent customer service pass - by doing nothing and responding poorly. This is a newer U-Haul franchise - I will not use them again.