When I arrived, only one person was working at the desk despite several other employees on the premises at the time. The line was four customers deep at that point.
The one employee working the desk, Kyle, needed to take money from a customer, but he said he didn't have a till open. He had to walk around looking for someone with a drawer open. When he couldn't find anyone, he tried to call someone twice on her work phone. She didn't answer her phone.
He eventually took the person's money and put it in some other drawer temporarily. As he was doing this, two other empolyees walked in nonchalantly. It looked like they were returning from a lunch break. They strolled in and said they had to get clocked in when Kyle asked for help. After a minute or two, they emerged from the back and made their way up to the counter. These guys were named Dustin and Trevor, and they could not have represented that they cared any less about what they were doing there.
They were not able to answer questions about some services and the one skinnier guy, I can't remember if he was Dustin or Trevor, walked out to find some woman to help with this service. As he walked out of the store, he was swinging his arms and clapping his hands like he didn't have a care in the world. Several customers commented on the demeanor of these employees.
This guy brought back some other woman, who apparently was the one Kyle tried to reach earlier, who said the ringer was off on her phone. No one seemed to think it mattered that no one working the cash registers was set up to take cash.
When I finally got to the front of the line, I worked with Kyle. He was working hard. However, he told me the truck had half a tank of fuel. When we got out to the truck, he checked the gauge and said actually it's left than half. He changed the documentation to show that the tank was 1/4 full. He was busy and didn't not walk around the truck or remind me to check for damages.
Of course, when I returned the truck today, the guy outside said everything was OK, and that I could receive an e-mail receipt. He took from me the documentation I had to show that Kyle marked the fuel level at 1/4 instead of 1/2.
When the receipt was e-mailed to me, I was charged $7.50 for fuel. This is an awful lot for only having driven 11 miles. I was charged for refilling the tank to a half tank, not a quarter tank.
I rented a truck from Budget in February. It was cheaper, and the staff was professional and responsive to customers. I will rent from Budget again next time even if I have to pay for a couple of extra miles to get it to and from a less convenient location.
Terrible service all around. Terrible coordination of employees, and dishonest business practices from U-Haul from a company that is already more expensive than competitors.