Charles Dickens once wrote “It was the best of times; it was the worst of times...” Certainly, he knew or foreshadowed what would become of my visit(s) to BATTENS APPLIANCE (U-HAUL). It was absolutely NOT the best of times but it did really live up to the later. As per a previous reviewer’s sentiment, I am very reluctant to post negative reviews. However, in this instance it is ABSOLUTELY warranted. This might be long for some folks and, if it is, the short answer is: IMHO, this business minimizes customer service over their own personal issues / problems. In other words, they bring Customer Dis-Service to another level! This will be a combination two visits: Ok, on to the review: I currently live in the Myrtle Beach area. My wife and I have been moving household goods to ST Marys over the past few months. On this particular occasion (and the last one), we were instructed to turn in the U-Haul ramp trailer at BATTENS APPLIANCE. Turning in a ramp trailer is a pretty simple event, or should be. I'll relate our experience over two occasions: 1ST Encounter: Showed up at the business after unloading all. Tired and ready to turn in the trailer. We showed well within the business hours. NO one there. We called, no answer. We waited......15 minutes later, someone shows. No real conversation as she is on the phone and no real customer service as I have already unhooked the trailer and then she instructs me to put it "over there." No, sorry for not being here, no sorry for your inconvenience, etc. Great, all done. Very unimpressed with the customer service. 2ND Visit: This is a DOOZY! Arrived the day before. Again, NO ONE on the premises. Waited and waited, no one showed up. We were, AGAIN, well within the POSTED business hours (which, by the way, vary on the signs on the door). So, we dropped and parked the trailer. Being a person who cares about business transactions, I made the 30 minute journey back to BATTENS APPLIANCE (1 Hour Round Trip) the next day to ensure I was all in regulation of the contract. I arrived at BATTENS APPLIANCE at 0828. I walked to the door (it's now 0829). The door was open so I walked in. I stood there for a minute and the individual behind the desk asked what he could do for me. I told him that I had a trailer to turn in. At this point, he told me "Sir, we don't open until 0830." Having spent 24 years in the Army on active duty, I thought, ok, I can play this game. So I said flatly, "ok, I will walk back out and then come back in in one minute." No issues on my part. At this point, the customer dis-service reaches a new level. He was not happy with what I said and he states that "my girl is not here." Now, I am a bit frustrated and said this is the second time in less than a month that I cannot turn in a trailer (a very easy transaction) to which he responds, "Sir, we don't have to open." HUH, What??????? I then replied "why do you have hours posted on your door? Isn't that an assurance for your customers?" He then blew up, raising his voice and said "Sir, we don't need to open." WHAT? I replied, "I thought the hours were posted so that customers would have reasonable expectation of when to show up." That was the straw that broke that little fat camel's back. He started shouting "Sir, you can leave now." I told him I wanted a receipt and he shouted I would get it via e-mail. Uncomfortable with that, I left.....without a receipt. I informed the individual that I had taken pics and video the day before (when I brought the trailer back and had proof that all was in order). He again shouted that I could leave to which I replied "I will, I will." My receipt showed the next day. With all this said, IF we need to turn in a trailer in the ST Marys, GA Area again, I would rather drive to Fernandina Beach than deal with this low-class, low-customer service, clown show again. INCREDIBLY UNPROFESSIONAL AND INCREDIBLY UNCONCERNED about the CUSTOMER EXPERIENCE. So, horrible experience with a company that could give a care less about customers. Please read my many reviews on Google, etc, this is not an unfair reaction or review. I would recommend all to steer clear of BARRETS APPLIANCE as they simply don't care about the U-Haul customers that are turning in. I do not have experience dealing with their other "Business" units. P.S. Responding to the UHaul question of "Was the location clean and inviting?" Absolutely not. It was a place that you would normally walk right out of. However, I had no choice as this was my point of turn-in. It was dirty and unkempt and absolutely UN-Inviting."
Bruce C
Customer Reviews for Battens Appliance
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Very easy to pick up and drop off
Chris OEasy in easy out I’ve rented from them before
CHARLES NKiki was amazing. She explained everything she showed me how to map out the best way to get to where I needed to go. She talked wonderfully about U-Haul the next morning. She was there early so she could walk me through the drop off. I appreciate her 100%.
Mary BMaybe have a rewards program that allows you to accrue points with each rental, that can be used toward the mile overage or an extra day. Otherwise, you are awesome. 😁
Genola HVery professional with reasonable rates.
KYLE HNever have I ever had such an experience!!! She was ABSOLUTELY AMAZING!!!
MARISOL A100% satisified
KYLE HThere are 2 nearby locations. I so appreciate this location’s overall service but especially how customers are welcomed & taken care of. Kiki is the best!
ginger yAmazing staff, helped with drop off time. Would recommend to everyone.
Nathan OMaybe not book them for the first pick-up of the day, just to be safe, however I think more than likely, my experience may have been a one off. It did put me behind schedule in loading the trailer. The rest of the rental went without a hitch (pun intended).
Richard UTrailer had a flat tire, but the replacement waa done in under an hour and I was on my way.
CECIL JThe young lady working was excellent
Randy CToo many times I go into an agreement and establishment and there is no heart or soul. And this location had that. I appreciate this opportunity to work with this team.
Alex GRude customer service. Called me 4 times starting at 8:25am Called the police on me due to how I was parked . And told me that they didn't want my vehicle parked on his property while I still was under uhaul with them. worse rental experience I have ever had .
Elyssa RThere was no dolly in the truck. I had prepaid for the dolly
Glinden AOne of the worst U-Haul reps place! They charged us for an extra day because they did not register the drop off properly! They had it looking as if we dropped off the U-Haul several hours past the time it should have been there. U-Haul refunded us for this error! There was a very rude lady who work there, who walked by my husband and I several times when absolutely no acknowledgement!!! She was on the pH with someone. We stood there was several minutes. I ended having to say "excuse me we're making sure this U-Haul is reflected that it was dropped off on time"!! I said "bc you act like you don't even see us standing here"!!! Then she proceeds to tell me she's on the pH with a customer and her boss. I told her I didn't care, she was rude!!! I've worked in customer service for years and plenty customers have seen me on the pH and I've always acknowledged them, it truly goes a long way!!!! She knows I specifically mentioned the time and they were still nasty putting it in as if the truck was used several hours over!!! Thank God we had a great U-Haul rep who contacted this crappy place and we were refunded. We were charged 19.95 for gas bc the line was slightly below the mark according to the U-Haul rep. It's what it is about the gas. We'll happily pay that vs the nearly $100 they lied about!!! Needless to say, I'll never give this place my business or recommend anyone there!!! U-Haul really needs to do better about who they contract with. These places just was a few dollars they make renting those trucks!! Some fool called themselves responded to the 1star review I posted about the experience. They had the audacity to say a video is available of how I spoke to the women. That was laughable to me. I said please post it and while you're at it, let that video also show that U-Haul truck was dropped off in time!! What a bunch of crooks!!! Absolutely never will I turn up in that place again!!!
Shalada JNo improvement needed. Staff was helpful and friendly. Equipment was well maintained and ready on time.
Marc MService member went above and beyond to help me with getting my motorcycle in the U-Haul!
CHRISTOPHER WA+ that's the score for this location 👏 Friendly, good.service
Vladimir DThe trailer had cockroaches. We did not notice until we were loading the trailer. I had to leave that day, so I rolled the dice and used the trailer anyway. Luckily, all of my stuff was properly contained, so they did not get into my boxes. Additionally, the trailer was missing a stand, so it had to be rested on the ground when we detached it from the truck.
Jonathan VNothing !!
Charles DNeed to change opening hour on web page from 8;00 to 8:30.
Curtis QKiki was amazing. Very helpful and kind.
carrie pBattens is phenomenal. KiKi is very helpful and friendly. Any rescheduling issue is never a problem. Tomorrow will make 3 different rentals for me. Many thanks.
Gilbert RDrop off was easy and quick
Christy HExcellent service as usual. My friend with St Mary’s magazine turned me on to this agency.
Lori GKiKi was phenomenal. She was very helpful, professional and friendly. She made everything go smoothly. The 26 ft truck was great, it rides very smoothly. I will definitely return. PS. if you need a dolly or hand truck make sure to get a verbal confirmation like I did. It will pay off. Many Thanks. G.Rod.
Gilbert RJust not the standard we usually get from Kingsland location
ROY CThe lady who runs this show is top notch, she’s my new best friend. She makes renting a Uhaul painless and I don’t feel like I am going to be ripped off every time I rent a truck.
Lori GGreat Customer Service, Kiki is always very accommodating and pleasant to work with.
WILLIE FOutstanding Customer Service and friendly Staff ! Vehicle was cleaned and ready to go at expected time. So it was overall a good rental experience.
WILLIE FThe woman that helped us was phenomenal!
RANDY AIf you don’t fix the transmission in this vehicle, you will have to pick up the truck on the side of the road soon. It’s having a problem with moving from drive into reverse.
ANDREW SYour employee was fantastic, friendly, helpful and really took the time to explain everything I needed to know. Seamless experience. Will definitely use this location again. Thanks.
DAVID EI was very impressed with the local employee Keke at Batten's during my Uhaul rental. She was kind, communicative and easy to work with. She assisted with our check out and check-in process. I was hesitant to call this location based on other interactions I have had in the past for other business concerns. Keke was a game changer. When I need a Uhaul rental, I will ask for her by name going forward! Give her raise!
JOHN MThe customer service was very nice. I have no complaints.
WILLIE HKeep truck maintenance up to date.
STEVEN TPlease make sure maintenance issues are addressed. I’ll be renting a 15’ U-Haul and auto transport transport for an over 1,000 mile one way move and would like to travel in a vehicle not expecting any problems with.
STEVEN TNo comment
JULIUS CCustomer service was good woman
JULIUS Cvery friendly and great customer service!
TANTALAYN DI had issues with the mobile app pick up. Website was not working correctly and the representative at the location had a sign on the door for their lunch break, the representative never returned bck to the location, I had to call customer service line for help. Unacceptable. NOT GOOD BUSINESS. THAT IS THE 2ND AND LAST TIME I RENT IN THAT CITY.
Robin MThe lady was very nice and helpful. Such a sweetie. 10/10 highly recommend.
CAMBRISHA DThe truck wouldn't start when I got to it at 8am. Help arrived 1.5 hours later in which the help that I had lined up was inconvenienced.
Cocchiara B