I arrived at the location (a gas station/convenience store) and the clerk appeared very confused/disorganized. He said the trailer wasn't there, and he was still waiting on it to be returned. To be fair, I arrived 1.5 hours earlier than my appointment (I was driving across country). He directed me to call customer service to see if there was another trailer available in the area. That experience was also awful. After waiting on hold for nearly 20 minutes, the first person I spoke with was very polite and helpful. She mentioned that the trailer was showing on-site and customer-ready and indicated that the store likely loaned out the trailer outside of the approved system and that I should report it. However, she said she needed to transfer me to "Scheduling" to helo find another option. After waiting for another 10-15 min on hold, the person who answered was very rude and short, interrupting me while I was explaining the situation and cold transferring me in the middle of my sentence. After another 15 min or so on hold, the trailer arrived on site and was quickly unloaded. I came back in to the store to let the clerk know it had arrived (he did not check the equipment back in and did not even know it was back). Then we went through a 30 minute process where he had know idead what he was doing in the system. It got to the point where I had to go back behind the counter and walk him through the steps myself on the computer. Ultimately, he finished and then told me "I was good," and just sent me outside to load it up and handle everything myself. In past experiences, the U-Haul staff would walk me out to the equipment, perform an inspection, confirm everything was in working order, and even hitch it up themselves to ensure everything was connected safely/appropriately. I also realized that there was no trailer wiring connection/adapter and they had nothing available for purchase on site. He directed me to a nearby Auto Parts store where, thankfully I was able to find what I need. Just an awful experience, overall.
Andrew C
Customer Reviews for Texas Country Store #10
(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.
When I got my truck the back was literally caked with what looked like construction debris, my son and I spent 30mins scrubbing the van before we were able to load anything, huge inconvenience and terrible service, also there were half a dozen moving blankets left in there as well, thankfully the regional service rep was able to accommodate us with probably the best service I’ve received from any higher up in any company!! So give him a raise please!
ARTHUR SNeed a drop box to put paper work in when dropping off
Richard MHorrible service
Amber QI should have listened to the reviews. Location took 45 minutes to an hour to get the trailer. Worker was not the best an attitude seemed very unprofessional. The hour Waytt was the most frustrating as I drove four hours to get there and had to wait another hour to get everything figured out. Ended up having to buy the insurance cause I wasn’t too sure on the trailer making it or not.
Jordan NI turned the rented trailer in the same day I rented it, thought everything was good to go until 2 days later when I received an email and texted saying my rental was late and needed to be turned in. I had to call this location, and they said they hadn’t checked it in yet. But don’t worry about it there would be no late charges
MARK UBy all appearances/viewable angels the trailer was well maintained. What wasn't immediately viewable one of the tire's tread was down to steel in a few places and in the early process of losing tread. However, UHaul in Texarkana Roadside Service was spectacular and had us back on the road with a brand new tire within 30 minutes. Also the gentleman at this location was very helpful, kind, and wonderful to work with. He also clearly had the respect and appreciation of his local customers.
TEXAS CHe was so sweet to help us out with what we need. THE Truck was clean and easy to drive. I so happy I want to this location. Thank you for understanding the misunderstanding we had with the text message
STEVEN RCheck in process was awful and took well over an hour because the guy had no clue what was going on and the truck was not put into the system although it was sitting on the parking lot. As you know this time is valuable on a moving day.
AUSTIN R