What to improve is customer service? Well, it was not pleasant - at all. Don't get me wrong - the rental truck was splendid... it was the bad behavior of the agent that left me with a sour taste in my mouth. Rather disappointingly, upon arrival to return the rental (several hours ahead of my appointed time) I was asked to wait in an empty office while the agent had a casual conversation away from the desk in the laundromat. After a significant amount of time waiting alone, I re-presented myself in full view of the agent who was still in conversation in the laundromat whom at that point seemed to show only contempt for me as a customer. In point of fact, I had everything in order to make an expedited drop off and could have just submitted this paperwork for return and the key to a drop off box - but I deferred (my mistake) to the agent to wait ... again for him. This was frustrating to say the least. Upon handing him everything he needed (i.e., key, paperwork etc.,) I turned to leave only to have him say, (and I quote) 'Stay here until this truck is processed'! I was stunned. It was not a request - it was said as a command. Hardly polite, nor professional if you are asking me. 'Why would I need to stay? (I exclaimed) The reason he gave was that - perhaps my card would be declined! I countered with - he has all my information - and I needed to leave. If there was any problem with my card he could simply reach out and we can sort it then. He insisted a second time - I stay while he processed the return. How can he insist on this when others leave the key in the drop box - when they don't have to remain for his processing.... are they not likewise also potentially having the same 'declined' credit card as well? I am really trying to understand this. It seemed like an un-needed power play. It had no hint whatsoever of common courtesy or client relations as I understand them. If this is how you train your agents - it is a very poor ambassador for your brand as to how to treat clients with a modicum of good manners. I have to say it has quite soured me on every using U-haul again as a vendor. Sincerely Libero A. Di Zinno operations coordinator Living Free Animal Sanctuary 54250 Keen Camp Rd. Mountain Center, CA 92561 (310) 435-7435 tonyd@living-free.org p.s. I shall not anytime soon be recommending U-haul to any of my extensive network of colleagues, clients or friends.
Libero D
Customer Reviews for Idyllwid Laundry
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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No one was available as I returned after hours. However I have used this U haul center before and they are helpful. It would really help if they offered an external WIFI as the cell phone service is weak. It took an age to upload photos of the returned trailer to the Uhaul app. It's not exactly clear on where to drop off the trailer so I parked it opposite the office next to two other trailers. I hope I did the correct thing. This place shares with a laundry and the surrounds are a little "rustic".
ROBERT MNo suggestions.
Michael BThis location is the best U-Haul location I've ever used. They are very organized, prompt to get you into the rental and the U-Haul truck are always clean and ready.
JOSEPH SThey were closed on the return day, which was expected, but returning the next day to look into getting my deposit returned proved difficult. To be fair, it was just a young man who may have been just filling in as a rep.
PAUL FExcellent
JOHN Sdo not make customers have to drive a 70 mile round trip up a mountain for a truck that should have been waiting at the store I ordered from. Also don't charge storaqge fees to me when I didn't want it. Also way too expensive.
ESTHER BGreat customer service! Kind, courteous, and professional with our Idyllwild small-town warmth and positivity.
MELISSA SThere were no personnel at Idyllwild Laundry, so the "helpful" selection should include an "n/a" Also, over-reliance on the U-Haul app to manage unattended drop-offs seems like a good idea, until the app crashes midway through. Then it fails to let you pick up where you left off and fails to show current drop-off status or transaction receipts - even after logging out and back in. Short version: The app needs additional fault tolerance, but it sure is handy to drop off equipment locally.
ROBERT TImprove the app for returning the truck - despite a strong signal it kept on freezing . In the end I had to call the office and he kindly offered to check in the truck.
Robert MNothing. The guys there were awesome!
Meagan LThey had no bathroom. The truck was filthy and smelled heavily of cannabis. I was told to wait while they cleaned it…..all he did was wash the windows
Joseph BStaff was so pleasant, professional and engaging, moving is stressful also I was glad to start moving day with your representative
Lynne OWonderful customer service. Great experience and just what we needed.
nicole iThe truck was ready when I needed it and it ran well. Price was reasonable and Randy was great to work with.
William KThis local service is invaluable. Awesome.
DAVID LI was completely satisfied with the service and condition of the vehicle.
Nancy MMade a reservation. Arrived and it wasn't ready. Had to wait for the trailer to be dug out of a snowbank. This occurred twice in the same week. Next to impossible to drop off trailer when the facility doesn't plow snow. Facility is located on a dead end street and you have to back all the way down the street and around a corner with the trailer to turn around. After unhooking the trailer in their parking lot, a staff member gave me grief about where I parked it and wanted me to hook up and move it between two trucks. I refused. Wasn't going to try to thread the needle backing the trailer between 2 trucks on an iced driveway because they didn't do their job of providing a cleared location to drop off. Will drive 40 minutes further to go to a different U-Haul for all future moves (plan to rent a trailer the next 4 weekends). 2nd time renting a 16ft enclosed from this facility and the trailer was dirty inside both times. Had to sweep out prior to loading furniture. Suggest avoiding this location.
Tom AI thought that the service was really great. However, the truck's brakes need maintenance/repair. Coming down Marian Ridge in Pine Cove a road with a slight downgrade (in the low gear (no. 2)), I barely got the truck stopped on approach to Hwy 243 in Pine Cove. I had to stand on the break pedal to stop.
David LGreat equipment and service!
STEVE PCustomer service was efficient and easy . Easy access !
Donald GNo suggestions.
Michael BSuper nice i will go back that next time i need one
Shawn GCruise control in ALL trucks!
Pamela CYou over charged my credit card!!! I rented a truck from 6/10-6/13 and I was charged 4 days!!!! WTH
JOSEPH SHave a smaller vehicle available.
calvin GNothing to improve, the new owner Randy was very accommodating and great to work with !
Michael BNothing! Great customer service. New owners, so it took a little longer, but I was spending a lot of money so I was glad they took the time! Fortement recommandé!
Carmen P