I don’t fault the staff of the location that was working at the time I came to pick up my rental, they were never trained how to check anyone in, their manager did not answer the phone when they called them, I don’t know, maybe because it was Sunday morning 10am, they were in church, but all day long no one reached back out to me. There was a card for both the regional manager and owner of the U-Haul branch in my area and I texted them both and never got a response. U-Haul customer service through the app was not able to check me in. I waited over an hour trying to get my rental charged so I could get on with my life and then the staff offered to show me tablet and it turned out the password they didn’t know was saved in the web browser on the tablet that runs the U-Haul check-in’s, which was a Kindle fire of all things. I worked together on the tablet to get my order completed, checked in and billed to my card so that I could get on with my move. After I had to figure out how to do the job the representative was never trained to do (which I’m not either but I figured it out), I get hooked up to the trailer, open it up, and it is muddy and full of leaves and has a slight smell of oil and gasoline as if someone put a muddy atv in it and part of the hardware on the trailer inside that protects was hanging down with sharp staples sticking out from it. I can honestly say the employees did the best that they could, but the lack of response from management and people who were supposed to be over them was very telling. If it wasn’t for the fact that this was the exact trailer that I needed and nowhere else around had one I would have went somewhere else, but I had no choice but to do this and now my move is complete, I turned it in 45 minutes late but to be fair it took me an hour and a half to get checked out so I was pleased to see at least I wasn’t charged extra for my 45 minute delay.
Reese H
Customer Reviews for Cypress Lake Convenience Store LLC
(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.
Staff struggled to use the Uhaul website. Took over 1 hour to complete rental process
John FAt pickup no one could use the software. I had to leave and come back while the iPad Charles to manage online reservation. Upon return I had to call a manager and wait for a call back to complete the reservation. I had to mount the trailer myself with no assistance. In all my moves and uhauls this was worst
Cleve RHave trained personnel “on site”.
Dennis HIt took over an hour to get just the paperwork done even then it was messed up and charged for a round trip instead of the one way trip I requested. So now I am facing extra money that I simply don’t have.
DENISE BEasy access to location; Truck could have been cleaner.
RENE MStaff was very nice & friendly but were not trained. Took about 45 min. to get checked. Was told to expect a refund on the $25. charge but receipt shows nothing. Did it go back to my card.
Frieda H