This dealer is a professional car wash. U-Haul is an after-thought for them. The Owner wasn't there when I arrived, so one of his employees called and left a voicemail on his cell phone. He then handed me their cordless phone and said "Answer this when it rings." And I waited. After about 10 minutes, the owner called, I answered the phone and got a "Who's this?" He (name unknown) completed my transaction over the phone and said, "Hand the phone to one of the guys, and I'll tell them what trailer you are getting."
I was then lead out to the hillside where the trailers were, in the grass and mud. One of the employees moved a 16' U-haul truck out of the way and told me "There you go!" and walked off. I have a bad back. Had I not had my 14 year old son with me, I could never have gotten that trailer onto the hitch on my Suburban. The grass was wet, the trailer is VERY heavy (1800ibs empty), and it was facing DOWNHILL!!! A moderately dangerous situation, all things considered.
I am extremely disappointed in this experience. I have used U-haul multiple times over the years to rent truck, trailers and tow dollies. I have never had such a poor customer service experience. Your dealers and employees have always assisted in hooking up equipment, making a walk around inspection with me, a pre-trip light check, etc. I specifically requested to pick up my trailer from another dealer in Simpsonville,SC because The Shine Mann had such poor reviews online. I got The Shine Mann, and he lived up (or down) to the poor reviews I read.
This has left a very sour taste in my mouth. I will be moving my mother form SC to FL in a few week. I am currently looking at other companies such as Penske and Budget for my truck and dollie needs. I will most definitely never use The Shine Mann again. Should I use U-haul and had to pick up equipment from The Shine Mann, I would cancel my reservation.
In closing, I am a professional manager. I have managed restaurants, multi-million dollar stores for a Fortune 100 company, and now for as an Operations Manager for a construction company. If one of my employees had acted in this manner, I would have, at a minimum, sent him/her home for the day. I might have fired him/her on the spot. U-haul makes a living renting equipment to a segment of the population that my or may not be versed in towing or driving large vehicles. For one of your dealers to not assist in hooking up equipment, doing a pre-trip, and just leaving a customer to their own devices on the yard is simply inexcusable from a customer service standpoint. It is also a huge liability for U-haul, should something go wrong on the road. The complete and total lack of professionalism cannot be made up for just because they were nice enough. U-haul should vet their relationship with this dealer, and, if I were the district/regional manager in the Simpsonville SC area, I would pull The Shine Mann's dealership. He is a poor representation of U-haul, period.
I have rented U-Haul's on numerous occasions and have always had very good experiences. This time however, I was charged incorrectly and have left two messages with the facility and sent and e-mail and no one has contacted me concerning the problem.
I picked up the truck @ 1:29 pm on 10/24 and returned it @ 4:00pm the same day. The bill state that I returned the truck @ 1:27am 10/25. (I live next door to the facility, so why would I return it at 1 in the morning).
I was charged for 78 miles and I only traveled 31 miles in the vehicle. (from my home to the county waste facility).
The truck had 1/2 tank of fuel when I picked it up, and when I returned it was actually a little above 1/2 tank. The bill states that the fuel level was between 1/4 & 3/8 full. (I fueled the truck at a station .3 miles from the rental facility).
Needless to say I will never use U-Haul again unless this matter is resolved. Further, I plan to report the incident to the BBB.