Customer Reviews for Stanleys Wrecker Service LLC
(U-Haul Neighborhood Dealer)

Rating:

1.0

All of the below comments relate to the rental of the 20' box van. The rental of the car hauler at another location was an entirely different experience -- but it was also within normal business hours where there were actual people handling the transaction. The issues had nothing to do with the location (other than maybe the exterior of the truck was not clean, though the interior was clean). The problems had to do with the app not working and the customer service representatives being unavailable. Don't really care to re-live the horrible experience of being stranded in the middle of nowhere, Oklahoma and having to walk a total of over eight miles -- part of that with my luggage on a dark country road at 10PM. The app is horrendous. It's poorly designed, not fully developed, and totally nonresponsive at times. U-Haul relies too much on the app and its functionality. Y'all's business is too complicated and it has too many variables for y'all to expect an automated app to be able to handle customer problems. Mix in a poorly developed app with ridiculously slow servers and you have put customers at risk. I am a senior citizen with a heart condition. That U-Haul's business processes and systems forced me to tote my luggage all over rural Oklahoma in the dark, risking getting run over, having a heart attack, getting eaten by wild critters, or harmed by someone with ill intent (Uber in rural OK? HA!) is horrendous on its own but it also left the company DEEPLY liable had some harm befallen me. I'm an ugly old man. Had this happened to a pretty young woman -- I don't even want to think about it. The customer service function is a mixed bag: The bad: Over one hour hold times and long call-back delays? UNACCEPTABLE! When folks are having trouble with a rental -- especially an after hours pick up or drop off -- they need help NOW, not whenever is convenient for U-Haul. Access to support is the issue here, not the support itself which brings me to... The good: Whenever I was able to speak with a CSR they were pleasant, polite, respectful, professional, knowledgeable, and helpful. They spoke clearly and slowly and without unintelligible dialects. I didn't necessarily like what they had to say sometimes but at least they understood what was going on and they offered insights and solutions -- something the app could not do. There is just no substitute for well trained and reasonably smart CSRs. There are several ways to look at the CS function: 1. If y'all had good systems and business processes, there would be less demand for CSRs. 2. If y'all don't have enough CSRs to handle the demand for them, then hire more CSRs. 3. If you're having trouble hiring folks then PAY THEM MORE and make working for U-Haul as a CSR a more lucrative and attractive profession! 4. Nowadays any time we call any company we get the same lame, tired, and trite, "We are experiencing heavier than usual call volume. Please stand by and the next available agent will be with you momentarily." At some point, it's not heavier than usual call volume; rather it's weaker than necessary staffing. The outgoing message really should be, "Our product/service/whatever stinks. We're too cheap/lazy/unconcerned/inept to either fix it or to hire adequate staff to mitigate the problems for our customers so we're going to waste your time and frustrate you to the point that you just give up." That is EXACTLY the message that customers get when they try to get help from U-Haul's CS function and we are told that hold times are over an hour.

Rating:

5.0

Staff was very kind, friendly and helpful

Rating:

1.0

This was a nightmare. Waiting for UHaul to call me at 918.398.1891 to get a refund. They were supposed to call me yesterday to discuss.

Rating:

1.0

Please contact me: 580-231-1418 or ron_olson@emailcom Two weeks before our move, we reserved a 26 ft. truck. Estimate from Enid Oklahoma was $380. The day we had movers coming - just a few hours before pickup time, U-haul contacted us and said we only had a 15 foot truck available in Enid, but if we would drive our personal vehicle to Perry Oklahoma (35-40 miles one way) then we could get a 26' truck. It was to available at 1:00 p.m. in the other city. I asked if anything could be done to make up for the company's mistake -- they could only add 70 more miles and another day to make up for our lost time and mileage. WE didn't need either one. no discount, no rebate, nothing. We drove to Perry and arrived at 1:08 Nobody ever showed up at Stanley Wrecker. Finally, we had a regional manager talk me through getting the truck. It was nearly 3:00 by the time we rolled out of Perry - with a 35-40 mile drive. ALL THIS ON MOVING DAY. The truck leaked during the rain and ruined a couple of boxes of books and records. WE turned the truck in the next day at Concordia Kansas. The bill was $480 . I think we were charged the "bonus" extra day and extra mileage that we DID NOT NEED!

Rating:

3.0

Had to sit and wait for them to get the truck ready

Rating:

3.0

This is a drop off point only, be prepared to use the UHAUL app to do self drop off. No problems with the business we just had no interaction with them. I prefer to drop off at a location that can check you in personally.

Rating:

5.0

takes too long to get reservation approved. first agent was not responding to my messages. finally last agent took care of me.

Rating:

3.0

Horrible experience. Nuisance.In the process to rent and obtain keys to rental.

Rating:

1.0

I dropped the truck off and called the people to ask what I was supposed to do. The lady said drop the keys off and go online to check it in. Couldn't figure that out so I went home. Locked up truck didn't know I came back the next day to let them know I didn't check it in. The guy was asleep behind the counter when I walked in and when he woke to find a number for me he kept falling back asleep. When he finally gave me the number, it was no longer in service. 3 days later I get a receipt finally for my rental. It was a terrible experience

Rating:

2.0

i dropped off at noon & no one was there; had to do a self check which was a big pain.

Rating:

4.0

Make it more hassle free, and less confusing would be great.

Rating:

3.0

nothing it was ok

Rating:

2.0

When a company says they are open and you can pick up a trailer be there. No answer so Headquarters sent us to another location they also were not there on time had to wait 30 to 45 minutes. Then when doing paperwork told the $5000 insurance was $70 when I booked on line it showed it was $50 or less.

Rating:

2.0

last time i used a trailer had tire issues lost an entire day of work u haul tried to reposses the trailer because of no contract this time i returned the trailer and uhal calls me 3 days later asking me if i have been able to return the trailer i have used several other uhaul locations all with out a problem

Rating:

1.0

There was no one manning the store. I called the number and it went to fax machine. No answer. There was a sign on the store advertising a wrecker service so I called it and they called the person who was supposed to be there. Supposedly he was washing the wrecker but it was not wet when he did show up. The young man was very nice but he had to get the keys out of the drop box and went out to get mileage with no inspection. I got in the vehicle and their was a service tire monitor system light on and the truck had red mud and dirt in the cargo area. I pulled back up front to show this to the young man and he was already gone and the door was locked. There is no way he got the mileage without seeing the service light on. The mileage pops up briefly and then is obscured by the service notice. Also, I had to sweep out the red dirt and take towels and wipe out the mud to be able to use the truck. I am not very happy.

Rating:

1.0

Appointment was for 9:00 AM. Posted hours are 8-12. I arrived at 9:10 AM and the place was locked up tight-no one present. Called national number and got transferred to Tulsa dispatch after much time on hold. Finally someone came at 9:30. If you say you are open at 8, be there at 8. It will be my last Uhaul rental.

Rating:

3.0

No one was there the day of the return and it was their normal business hours. And Uhaul over all charges to much. For the price if the truck we should had been allowed more then just 41 miles. Should be allowed 59 or 60 or even instate move with no additional mileage charge.

Rating:

4.0

I was not to happy about having to drive feather from where I was supposed to pick it up. I do like using Uhaul trucks they are nice in size and they drive well.

Rating:

5.0

The drop off was easy and quick, I didn’t have a chance to tell him about the truck since I caught him as he was leaving for lunch and he went ahead and help me even though he had to park to do it.

Rating:

5.0

Great service. Thanks

Rating:

4.0

Only issue was that they were not there/open at 9am when I was to pick up the truck. I had to make a few phone calls to get someone to open the shop, and was not able to leave until about 9:30-9:45ish. It did cause a bit of a delay since we had to drive back to Enid from Perry, but the employees were very nice and helpful. If you are going to have someone as a pick up point, then you might want to make sure that they actually plan on being open since the Stanley's employee informed me that they don't even open on Saturdays.

Rating:

2.0

No one met me at the location, and they acted as if I knew everything and was good to go. I had to call and ask for help from them to come show me how to put my car on the dolly.

Rating:

5.0

Dropped off on a holiday, so did not get to experience service at drop off location.