TAKE ACCOUNTABILITY AND PROVIDE TRUTHFUL AND EXCELLENT CUSTOMER SERVICE. Here is what happened: On the initial call, a quote was given but no appointment was made. My husband specifically asked at that time if they had the parts in stock so we could get it done quickly, they assured him they did. He called the next day to set up an appointment and received a new quote that was almost $100 MORE than the first quote. He again verified that they had the parts and set an appointment for the following day. He received a voicemail from a local number confirming an appointment for 5:00 AM. The location isn't even open at 5:00 a.m, so it is a good thing he didn't get the message until later because we would be even more angry had we gone there at that time only to find it closed. My husband called the local number back and again confirmed parts were available and reset the appointment for 9:00 a.m. The person who answered his call made it seem that he was talking to the actual location that was installing the hitch. Apparently it was the call center. When I got to the location, all representatives were helping other people. Not a problem. Someone walked in after me, and a few seconds later, one of the reps came in and started helping him. The rep assumed I was with the person that was already being helped, but I was a bit annoying that I was not even acknowledged at first. I allowed them to help the other customer since I had to wait for my husband to arrive anyway. Once the rep that was helping the first person was done with her, he said he'd be with me in a moment, he had to first make a call. That was frustrating because I had already allowed someone else to be helped prior to me, and now he was taking care of someone else? As soon as he started his call, I understood why. He was calling my husband to let him know that they did not have the parts and not to come in! As he was asking for my husband, I let him know who I was, so he hung up with my husband so he could deal with me directly. By now, I'm already annoyed because I'd been ignored. When he let me know they did not have the parts, after my husband confirmed 3 separate times that they did, I was fuming. Rather than take accountability, the rep said it was the call center's fault. he said "the call center will tell you anything to get you to set an appointment because that is how they get paid". Well, yes it was the call center's fault, I agree. BUT you still have to provide good customer service! Rather than try to accommodate me and help me by finding the part, instead he said not to yell at him, but call a different number. I expressed my anger and frustration, but I was not in the least bit rude beyond what is reasonable in the situation; there was plenty of opportunity for the gentleman to provide good customer service and resolve the situation but instead he shrugged it off and washed his hands of the situation. His dismissiveness aggravated me even more. I chose to c
I had an absolutely horrible experience with this location, but part of my problem is with the U-Haul process as a whole. It worked out in the end, but it was long and frustrating road, I'll start from the beginning:
First, my hitch installation appointment was booked on 18 July for the following day, a Sunday. I also attempted to schedule a trailor pick-up on Sunday following my hitch installation. This is where my problems started.
The trailer pick-up date was actually set for 18 July at 3 p.m. Which had already passed by the time I was setting the appointment. I set the appointments with Allison Duval, who was extremely courteous and very helpful. I believe this was a genuinely honest mistake, so no harm no foul here. The big issue occurred when I received a call on Sunday 30 minutes prior to my hitch installation appointment notifying me that the location did not have a hitch pro available on Sundays to do the work. Why exactly would anyone allow an appointment to be set if the location could not follow through on the work??
The employee that called to let me know the work could not be done was Christopher (I believe his last name was Fuentes, not 100% sure though), he was also very helpful and was the only person (out of the two I spoke with at the location, more on this later) that seemed like he wanted to help resolve the issue. He was very professional even as my frustration started to build. Unfortunately, I cannot say as much regarding "the boss", as Christopher put it. As it became clear that Christopher's efforts probably wouldn't solve the issue, I asked to speak with a manager and was directed to Joseph Kowalski.
During our conversation, Joseph continually told me I did not have an appointment, which made me very upset (if I didn't have an appointment, why the need to call and tell me you wouldn't be able to do the work??). During my conversation with Joseph I admittedly let some curse words fly (imagine my frustration at this point...), Joseph proceeded to tell me that "he would not be cursed at and was through talking to me", at which point he abruptly hung up. I returned to Chris to continue trying to resolve the problem. Chris called the Winter Park location, pulled some strings and got me set up to get my hitch installed there.
Eduardo Gonzalez installed my hitch for me in Winter Park and he was awesome, as was Michael Shores, the G.M. Both understood my frustrations and went the extra mile to resolve them. However, by this point the damage was done. I had driven 73 miles (one-way, 146 total), on my own dime, to resolve an issue that U-Haul caused. For this reason I would like to be reimbursed for the cost incurred in gasoline for this mileage, $65. I believe this is a small price to pay in return for the issues I encountered.
All in all I would like to thank Chris from Melbourne as well as Eduardo and Michael from Winter Park. However, my experience with Joseph is almost enough to make me never