I usually am not one to leave a scathing review, as I have been heavily involved in customer service and can understand that sometimes patience is needed from a customer standpoint,
However; this was certainly not the case. From the moment I walked up to the counter the gentleman (Kevin E) that helped me had absolutely no clue what he was doing. He never once got off his stool and was the farthest thing from helpful I have come across in quite sometime.
I had made a reservation, and nothing was ready for me, something that was not too agitating at the time. I had asked if Uhaul would be able to just charge the card I made the reservation with to which Kevin said, "um...I don't know how to do that." He waited for assistance from a fellow employee which were all unavailable as they were assisting, very greatly I may add, other customers. Finally I pointed out the option on his screen "charge card used for reservation." He confirmed my reservation, used company jargon and when I questioned him what an RV was, he stated "oh, that's our language I forgot sometimes I have to dumb it down for customers." After thirty, yes thirty, minutes of paperwork he said if you'll just wait over there someone will bring your truck and trailer over. Finally at 10:40 (my reservation was scheduled for a 10:00 a.m. pickup) my truck is brought around by Kevin. He asked me to give him about fifteen minutes and he will go get the trailer. At this point I was so frustrated and far behind (Kevin told me that my twenty four hour rental had to be back by 3:15 the same day) that I told him to forget the trailer, I had places to be. Had a gentlemen who knew his stuff (didn't get to see his name badge) not intervened I would have probably canceled my whole reservation and told everyone I knew never to use Uhaul again.
Worst customer service experience I have ever had first hand. Kevin was lazy, rude, and very unprofessional. Not with just me, but every customer I saw him come into contact with. He actually turned away business because he told a young lady who was trying to use cash/debit card to purchase something that he "dunno how to do that..." on the register. Little did I know that would be a preamble to the horrible tone of customer service Kevin would set for the day.
I am not a terribly brilliant man, but I have been a supervisor for quite sometime, and I do know that customer service goes a long way with brand loyalty. Kevin E needs some serious re-training because he continually dropped the ball every opportunity he got.
Now for the bright spots, and only saving graces that MAY get me to use Uhaul again if I ever have to.
Steven D, he was delightful, he assisted customers and walked them to what the needed. That guy made me wish he was helping me, sharp as a tack and a pleasant person to be around.
Mike Diaz, I was dreading the return process because of Kevin's incompetence, but Mike made it easy. He met us at the curb, checked us out, and eve