Customer Reviews for Big Bear Food Mart
(U-Haul Neighborhood Dealer)

Rating:

4.0

The return process while it being relatively easy to follow wasn’t really explained by the staff upon return. As such, it required several trips back to the rental to complete. Maybe a clearer idea of what was required would be helpful

Rating:

1.0

This feedback is a formal complaint regarding my experience at this location, and I expect it to be escalated and handled seriously. What I experienced was completely unacceptable and represents one of the worst customer service interactions I have had with U-Haul. Upon arrival to return the truck, I parked across from the store to begin the return process. A staff member came out and immediately told me that I could not park there and that I HAD to move the truck to another location approximately three minutes away. I responded politely, explaining that I was returning the vehicle at this location. It is important to note that moving and positioning the truck within the designated area should be the responsibility of the location staff, not the customer, especially during the return process. Despite this, she repeated her instruction in a commanding and inappropriate tone, saying “YOU HAVE to park there.” I addressed her tone and explained that this could be communicated respectfully. Instead of de-escalating, she responded by saying she would refuse to accept the vehicle. This level of behavior is completely unacceptable and cannot be justified. I ultimately complied with her orders and moved the truck to the area she specified, despite the fact that this should have been the staff’s responsibility. When I handed over the keys, the same staff member remained unprofessional and disrespectful. She informed me that I would receive the receipt, but then delayed the return process unnecessarily and intentionally. I had to contact customer service multiple times over nearly two hours before the contract was finally closed. This caused significant stress and concern, as I was worried about being charged for an additional day due to the delay. Additionally, the staff member’s attitude clearly demonstrated that she was certain there would be no consequences for her behavior. This is exactly why such conduct continues, and it must be escalated and addressed. There must be clear accountability, with appropriate consequences enforced, particularly for her, and more broadly to prevent this type of unprofessional and disrespectful treatment. It must be clearly stated that staff at this location are representatives of U-Haul, and there must be zero tolerance for disrespectful, aggressive, or unprofessional behavior toward customers. Accordingly, I am formally requesting the following: 1- Immediate escalation and formal investigation of this incident 2- Appropriate disciplinary action taken against the staff member involved 3- A review and correction of customer service practices at this location 4- Direct follow-up communication with me outlining the outcome of this complaint This experience is completely unacceptable and does not reflect the standards expected from U-Haul. This matter requires immediate and serious attention, and I expect a formal response.

Rating:

5.0

The van have a very bad odor

Rating:

1.0

Control please the locations where the renting take place.

Rating:

4.0

All good thanks

Rating:

3.0

No windshield fluid. Passenger door didn't shut all the way. Passenger side view mirror rattled so much you can hardly see out of it.

Rating:

3.0

Ensure the furniture pads are in the right truck, and not wet or frozen.

Rating:

3.0

please change your truck to new Mercedes sprinter or something like that.

Rating:

4.0

Great efficient

Rating:

4.0

Staff for friendly and pick up and drop off was simple and easy

Rating:

4.0

Would rent again

Rating:

5.0

Truck smelt like weed and cigarettes. Ashes everywhere, weed baggie in the back of the U-Haul.

Rating:

4.0

Clean the units before renting ,I have rented twice and gotten a dirty truck

Rating:

5.0

This young guy was super friendly and understanding of everything. Very polite and smiley. Definitely not somewhere that makes you feel uncomfortable or anything negative.

Rating:

5.0

Very helpful

Rating:

4.0

so, truck fulfilled expectations, was affordable, clean, but experienced 2 separate issues with vehicle during the rental period: 1) difficulty shifting lever from park to drive mode, needed to turn ignition off, then on again, that problem was solved and 2) rental day was raining heavily, windshield wipers did not work half way thru the day, again, after experimenting, turned engine off twice, then turned on, and windshield wipers worked again...these issues need to be addressed...

Rating:

2.0

Horrible service in the area. Took forever to return truck after hours.

Rating:

1.0

Change extra money