July 23, 2022 I normally don't go to Facebook to vent about poor customer service but that day was the worst that I have ever experienced. If you know anything about me, you know I have moved a few times in my lifetime and help several of my friends move. So moving a person isn't a novice idea for me. So here goes my vent. I was to move an individual from Toledo to Sandusky. The truck was reserved and processed through a national brand. Yes the brand name is U-Haul. The one with white and orange colors, with beautiful pictures on the rear door. Just to clarify the right company. I did call to verify the truck was available at the pickup location, which was B and B in Toledo, Ohio. The address is 1901 Broadway to make sure all information is correct. The call to the pickup location to verify the truck was available was never completely satisfying but I was informed the clerk was new and they didn't know anything about the U-Haul part. I did check the U-Haul website and it was reserved for that location. Then the moving day, 9 am was the pick up time at B and B. I unfortunately arrive a little after 9. The clerk behind the counter explained to me that the system was down and she couldn't help with any of the registration. So after figuring what I had to do, my truck rental was canceled. How did I find out it was canceled? I called U-Haul Share to ask for assistance . During the conversation they explained to me that I was late, so my truck was canceled. Then the 2 hour ordeal began that went from rescheduling my truck, to the clerk refusing to give me my key to giving me the wrong key and at the end of the 2 hour ordeal the right key was found. To add to the chaos, in the middle of all this, a U-Haul rep and asked the clerk to give me the key and she refused. Yes U-Haul was very prompt in removing my money for the truck that I didn't have yet, and yes the clerk tried several times to ask for help from a manger. The Manger arrived at the store almost an hour and half later but still no truck. I will say that when I went to the local U-Haul place here in Sandusky, the Best Budget inn. They treated me with the attitude and service that I always have received from any other U-Haul dealer. Simple and easy with being helpful. The clerk was shocked that I had extra U-Haul equipment that wasn't listed in my contract So why am I coming to Facebook is because that we should support our small businesses but the major supplier should give better training a and support to the local businesses We should be able as a customer not have to completely relay upon technology to do something that is an already complicated process. Yes, saving paperwork is good but to have a system that is totally undependable is poor service. This doesn't relieve the local businesses, either. All employees need to be properly trained to do what is required of them. The clerk at B and B was by herself and totally helpless, this wasn't fair to her. Another reason for this, is that both business uses the internet to promote their business. They do ask for input and customer ratings and I did send this to them, who knows what will happen. I was informed that certain higher authorities from U-Haul will call me. I will post updates, but if no updates, that should indicate no follow up. Yes I did email a copy this posting to both businessKelly H.
(U-Haul Neighborhood Dealer)
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