Évaluations des clients U-Haul at Mineral King

Can never get anyone to answer the phone

Two thumbs up brian provides such quick friendly check out! And priscilla is efficient and always asks if everything was ok. If theres anything more she can do to assist upon our return. Thank you for having a female there giving TOP customer service!!

There was a line to the door and one person to help More help would be better The process takes so long as it is

The employees at this location were very attentive and helpful.

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When you guys have some time, I recommend that you check the trucks. My rental was dirty, smelled like pee, and the doors we're getting stuck. I got overcharged for the rental. I need to get a hold of a supervisor and the people who answered the phone just put me on hold, and nobody resolved my overcharge! Very bad service.

Best uhaul experience to date...Duncan checked in our return, & reserved another for future date. Seemless & professional.....above & beyond the call of duty!!!

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Nothing

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So nice having a female there that provides such a friendly warm environment. We rent weekly, just so nice having this nice service.

Only issue was the initial wait time in line to be helped.

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Wash the vehicles.

Everything was perfect

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EXCELLENT customer service!!!

Hire more representatives like Priscilla. She was friendly and very helpful. Thank you!

Excellent service at this location

All is great

Setting up my initial reservation online was a breeze and so convenient, but that is where my positive experience ended.... I have used this location in the past and usually the owner is on hand and everything is friendly, staff is attentive and helpful, but unfortunately, this time it was nothing of the sort. I arrived about 15 minutes before my appointment to pick up my rental truck. I had already completed the reservation online. When I arrived, there was line of customers out the door and only one service person working. Not the greatest planning but the guy was doing the best he could. He has me reenter my information on the keypad that I had already entered online, not sure why this extra step, but I do it and get the keys and go on my way. This wasn't the bad experience that I am submitting with my review, it's my return to the shop to turn the truck back in that I am writing this review. I return to the shop to turn in the vehicle and am greeted with the same situation. One service person and a line out the door... To my knowledge the service person had been with the same customer for 45 minutes, as she disputed rental fees she had seen online to what was being offered in the store. I know this because, this is what I was told by the customer ahead of me who had been waiting for 45 minutes by that time. By her tone, I could tell that the service person was having a difficult time, so I felt bad for him, initially. But, for whatever reason there was no manager or someone he could call to help de-escalate the situation, or he chose not to ask for help. While they were going back and forth, the next customer in line apparently had enough and interrupts their conversation to ask if there was anyone else in the shop to help since he and everyone in line had been waiting for so long and he is now 45 minutes late due to this. When the service person said no, the man in line went off verbally, curse words and all, which I felt was inappropriate, however I understood his frustration, as did everyone else waiting patiently in line, but wouldn't dare say out loud. I do commend the service person, who, up to that moment, kept his composure but I could clearly see that he had no intention of speeding up any of the process. At that moment, the woman said she was no longer interested and stormed out of the shop, having held it up for 3/4 of an hour, btw. The man in line who raised his voice was next. Right then, a second service person entered the shop, went behind the desk and logged into the other computer, he had been out on a smoke break.... If it was his scheduled break, I'm cool with that, he can do whatever he wants on a scheduled break, that wasn't the real problem, the real problem, in my opinion, started when these two service people began talking ALOUD to each other about the annoying customers they had in line! Everyone in line (including me) could hear them! The original service person began telling his co-worker about the impatient customers in line and the new service guy responded, "Well, you know what I would say to them? Buh Bye!" They laugh. I get that the original service person was upset with the couple of customers he just encountered, but this is NOT how you handle the situation or WHERE you should be letting out your "true feelings". It was a very passive-aggressive moment being shared by these two service people right in front of the people they were apparently talking about. Mind you, the customers they are talking about had already left, so this attitude they are sharing is being projected onto all of us left in line, who had NOTHING to do with the impatience or rudeness they were speaking of.. We were all silent observers.. Now, it was my turn. The new service person calls me forward and asks what I need. I tell him that I was dropping off my rental truck. Instead of a "Great, I can help you with that." or something to that effect, he lets out a loud, disappointed sigh.. Grabs my key from my hand and says, "Okay then, let's go..." We walk outside to the truck and as he opens the door says to me, "For future reference, you need to return all vehicles and equipment to the side of the building, you know, where there is a BIG, CLEAR BANNER that says 'Equipment Return', see that?" His tone and body language is not overlooked as I can tell he is using this opportunity to scold me for whatever reason. My friend, who is with me, is looking nervously at me as he sees my face turn from shock to being upset and he thinks, I'm about ready to go off. I don't. I just say, "Got it." He logs down what he needs to log down for a couple minutes while we wait in silence, then looks at me like I should know what's up and says, "Umm, you're done, you don't need to wait. We charge your card on file and email your receipt. You can go, we're done." I leave. My friend says to me as we walk away, "What's up with his attitude? I replied, "You noticed that too? I have no idea what I did to deserve that!" Again the owner and staff have been great and personable and helpful in the past. This duo, on this particular day made a wrong decision while using a wrong attitude that made lots of customer's experience that day a bad one. Don't take out your frustration on innocent people.

Nothing to offer. All your staff were very friendly and professional from pick up to return. Process was very easy

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This location is short staffed and the guys that work there treat customers like shit!!! This the second time I attempted to rent a trailer, the first time Alistar made an announcement if you're here to rent a trailer forget it, we don't have any trailer light harnesses. This is f___king trailer rental, how could you not have harnesses.

The pick up smelled of heavy cigarette smoke and there was dirty clothes behind and underneath the seat.

After doing the online/mobile check in and doing it for a reason to avoid person to person contact, when returning the vehicle, I chose to return it the same way I picked it up (mobile return). A service rep there at this location came up to my window with no face mask requiring me to roll down the window telling me I need to return the truck where the returns are supposed to go. I informed this guy that I was doing the mobile return through my phone and was already in the middle of it. He was VERY rude and stood there by the door the entire time smoking his vape. So unprofessional and rude. He then continued to say “for future reference the returns go over there”. I am not sure why I have an option to do everything online when this guy is so determined to make me go through him. He was someone I would never employ if he's going to treat customers the way he did.

Mr. Vaughn was a courteous young man and appears to be an exceptional employee.

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The employee was very unprofessional and I had to request manager assistance. The truck was listed as "approved" but there were many scratches and dents on the vehicle. In addition, the fuel was listed as 7/8, but was on empty. I brought this to the managers attention and depsite my disclosure they tried to charge me for a full tank!

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Less wait times to get the rental, but I appreciated the polite and respectful customer service from the employees

He looks to be super busy all the time are they still greet you the way you should nice polite

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NOT MUCH

hi, I want to report that I returned your truck earlier than I was supposed to. I was supposed to return it Friday 12noon but I returned it Thursday midnight. I returned the truck and was billed on my credit card on your website. But the night drop is out of service, contrary to what I was told Thursday 5pm. I confirmed beforehand that I will return the truck earlier Thursday night and I was sent a text message how to return it even after business hours. The lady who I talked to at Friday 12:15am could not find a way how I can return the key. I will be in San Francisco Friday till Sunday 12noon. You may call me at 562.753.1577 so that I can give you my hotel address and maybe one of your representatives can meet me there so that I can hand you the key to the truck. Thank you.

I spent 29 minutes on the phone the following day trying to resolve a billing issue that I thought I resolved with the employee that checked my truck in. Simplify the billing procedure and get everyone on the same page!

Considering Covid-19, the staff was running things pretty efficiently!

You can hire me at your Visalia location as a flatbed driver so I can then become part of the team at U-Haul helping those in need at Moving Solutions thank you

Really slow customer service, also when I got there a worker returned someone in front of me then took his lunch break before returning me, someone else who was helping a customer in the back came up to apologize to me after I had already done the self-return service.

The employees were very helpful and assisted with everything.

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Always customer service is tops! Thanknyou!

The van we rented had a very awful smell.

I was late to pick up my trailer on Christmas Eve and received great customer service. General manager took care of me and I appreciated his help. I will always go to the Mineral King Location.

Great service. Was very quick

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I was supposed to rent a 10' truck which was confirmed through mobile pickup. I did the walk through process but they double booked the truck when I went to get the keys. So to compensate after waiting for 30+ minutes I was given a 17' truck that wasn't clean and had a check engine light. I was charged 442 dollars for this 1 day rental.

very good equipment at a very good price

Only issue I had was that one employee was not wearing a face mask while assisting customers. Staff was friendly and helpful and the employee who helped me was wearing a mask. The pandemic is real and if we can get on the same page and all take it as serious as it really is maybe we can get past it.

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More employees , who was working was great but just not enough to move the people thru in a more efficient timely maner

I appreciate the friendliness and efficiency of the folks at this U-Haul location. I have rented trailers from them approximately six times in the last few months and would not hesitate to recommend this rental facility to friends.

Try not to say that something is UHaul policy and then get called on it and then say it's this location's policy. I really don't see why two people that aren't with me need to be listed on the rental, and then one actually has to answer. You have my driver's license and my credit card info, and I feel that this other thing is insulting because it stipulates that you don't trust me. I'll actually take my business elsewhere in the future due to this.

No help unit in dirt lot all the way back of bulding dirty

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Excellent customer service. The young woman who assisted me, Priscilla (I hope I got her name right), was very helpful and friendly. After a fairly short check-in process, she helped me hook up my SUV to the trailer, made sure everything was working properly, and answered my questions so I felt comfortable driving it. Returning the trailer was easy and efficient. Great experience, and I will definitely return the next time I need to rent a trailer.

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Inside it was dusty and it didn't seem clean that's my only complaint that I had the outside of the truck was dirty as well

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After arriving at U-Haul, I had to wait approximately 35 minutes in line while one person worked the counter, and then I met Jason at the counter. I then asked if there were any 26' trucks, because online line and the number to the Mineral King Ave. location in Visalia, CA said that there were no trucks available. But to my surprise Jason said he had a truck and I noticed there were a total of 4 keys hanging in the unreserved section of the board. SO WHY ONLINE AND THE GIRL ON THE PHONE SAY THERE WASN'T ANYTHING?? Jason walked back to the counter with the key I told him I need it from the 4th thru the 6th of Dec. 2 days he replied that would not be an issue. I noticed that under the truck rental section I was charged $79.90 which was equal to 2 X the $39.95 per day rental so I thought that everything was set for a two-day rental. To my surprise on the 5th, I received a phone call at 3:26 pm from Alyssa, wanting to know when and why I had not returned the 26' truck at 1:45 I tried to tell her that it was a two-day rental, and it would be the next day. She than told me that they did not do two-day rental and that since I inconvenience another customer, I would be charged $50 for breach of contract. I told her I would not pay since I was supposed to have a two-day rental and she said they are not allowing two-day rental because of COVID-19. Alyssa became argumentative, rued and hung up on me. Then when I called back multiple times, she refused to answer the phone. So, in turn upon returning the truck I was charged rental fee, mileage, breach of contract of $50 and I was also charged a cleaning fee because I had dusty dirt on my feet. So, my concerns are: 1. Is U-Haul, using the COVID-19 to get more money from their customers?? 2. Since when due they charge a cleaning fee, for dusty dirt off shoes. Now I can see if you leave food wrappers and other debris. Overall, this is the worst customer service I have ever received from U-Haul, and I have used them a lot and for more than one day without an issue before. So, what the F--- is going on.

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More people to answer phones

Priscila was so great to work with. She was kind, easy to work with and super friendly. We really appreciated her dedication to her work and her great customer service. She made our difficult move much more pleasant. :)

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Disinfect the truck after each use. Make sure it's sweeped out for the next person. Check the cab to make sure nothing is left behind from the previous renter.

None

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Freindly staff but very overwhelmed. Not enough staff to take care of demand

Thank you DUNCAN for going out of your way to make up for the error that occurred a few weeks ago. You've been keeping your word and providing the girls with above customer service!! It truly means a lot to be treated right when we rent weekly and lets us know our business is appreciated. Keep up the good work!

all had masks on and plexiglass between us. They all took my heath and theirs seriously. Store was clean and well stocked. Easy to find and lots of parking for the trucks. Would defiantly go back to this location.

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With women having to care for moving their families; maybe you can offer basic tips for backing up trailers. Just an idea. 👍

I am very pleased with the service and want to thank U-Haul for supporting the Veterans with a VIP discount. Thank you all very much.

stereo didn't work and exhaust was smoking with black color.

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Reported to the agent that the steering wheel seemed to have alot of play..

Ensure that when you confirm a vehicle for a customer that you actually have it. As a result of you guys canceling on me due to no vehicle availability, after, i had confirmation that there was one, i endured a few of 270 dollars. I could've avoided these fee if i was told earlier that there was no vehicle available for me. Horrible service from your part. I will never rent again or recommend you guys. If someone asks me about you guys i will ensure i convince them to go in another direction.

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They over charged for truck rental and charged for cleaning when the truck was clean. The U-Haul app sucked.

Rated this as POOR due to Manager DUNCAN has been very unhealthful for all our rentals! He promised us a 20% and NEVER did it. Today, he charges our card and says he CANNOT reverse. He knows we never use the card to charge! This management ability is very POOR business! We rent weekly!! a little appreciation for our business would be nice and consideration!! Other employees are wonderful!!

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More customer service during busy hours/days, time of month.

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