Customer Reviews for Quick Track 117
(U-Haul Neighborhood Dealer)

Rating:

5.0

Everyone at the Churchvillenlocatin was very professional, however, traffic control manager Theresa Acor is very bad at her job. We reserved a 10’ U-Haul for Friday AM at 10 at the lakeside auto location. On Thursday at 10:14 am (less than 24 hours before the rental time) she reached out to me claiming that the location we originally booked was suddenly closed (which, for the record, we drove by on Friday and there were people there so either they have the worst operational security or they were open and she was lying to us). She told us she rebooked us to Churchville as it was the next closest location. Now I’m not sure if Theresa was having a bad day and taking it out on others, bad at her job, or if she’s just doesn’t care about the customer experience (or maybe a combination of all of the above) but whenever I tried to tell her that it wasn’t fair that I am now expected to pay more because U-Haul messed up, she kept interrupting me and not letting me finish my sentence. Theresa also told me that we would be rebooked at the rate for the 10’ truck, but receive the 15’ one instead, and also assured me that they would have all the information needed for the rental. Before Theresa hung up, I heard her complaining about me to someone in the office, which felt intentional. As someone who has worked retail and customer service, this is a huge nono, and you at least wait until the phone is hung up before you start complaining about the customer who you inconvenienced that is still giving you their money. When I arrived at the Churchville location, they only saw that she had it blocked off but nothing else. Theresa Acor didn’t forward the information (which from what I understand, being the traffic control manager implies that you need to be able to do bare minimal communication), she didn’t tell them about the reduced mileage or the reduced mileage rate. To me, this seems like a disgusting oversight, as it would have taken minimal time to communicate this to the Churchville location. As a result of her refusal to communicate this over to the Churchville location (which again, not Churchville’s fault, everyone there was nice and professional unlike Theresa Acor) As a result of Teresa Acor’s inaction, I was charged the rate of the 15’ truck, which I still believe is unjust as I was told I’d be charged less for Uhauls mistake. I cannot stress enough how nice everyone at the Churchville location was, but because of Theresa Acor’s inaction, I will be reconsidering renting from U-Haul in the future and taking my business elsewhere. I strongly believe that Theresa needs to either consider other roles or be retrained, as she created a nightmare of a situation while we were already going through a stressful enough experience.