I reserved a 20 ft truck Sept 6th with a furniture dolly and a dozen furniture blankets for rental Oct. 3rd to be picked up at 9:00 am. I received a text Oct. 2nd the location was changed ti Coombs and they had no furniture dolly or blankets and pick up was 9:30 then changed to 9:00 am.I chose the Qualicum Chevron because it was closer and more convenient for me I was not thrilled with the short notice or change. On Oct. 3rd we got to the Coombs location a bit early at about 8:50 and just waiting outside. A young guy came out about 5 minutes later said the guys I was to finish the transaction & get the keys from guys with was just leaving his house in Courtenay and would be at least an hour. He said that this has happened before. I was pretty mad about that I had others waiting for me and no key to get in to start loading the truck. Another young guy drove up about 45 minutes later and I asked if he was who I was to deal with he said no but the boss phoned him and gave a bit of instruction told him what to do. That poor young man struggled the but did the best he could. By this time I was getting more mad , not at the guy trying to help, at the boss as it was such poor customer. The young guy got stuck in one area on the computer it was taking along time as this was not his job and he was struggling. Another young man came 8n and thank goodness he new what the last steps were. I asked him if he was the boss he said no he got a call to come but he wasn't supposed to be working that day. There was also another customer waiting for service and unfortunately it was all taking along time so she had to wait. I did say to the all young men that I was not angry at them this was there bosses fault and I felt sorry for them having such a bad boss. We did not finally leave till 10:15 and it was another 20 minutes till we got to out destination until 10:35 so I had people waiting 1 1/2 for us because of the chaotic mess. I took a picture of a sign that was on the counter that said there was a guarantee that right equipment, right location (wasn't), right on time (definitely not)as agreed or you get $50.00. I also paid extra for gas because of because of being a further distance because of change of location. I honestly am so disappointed at the level of customer service I not recommended U-Haul to anyone and I will not ever use this company again. I would expect to get a credit back for the chaotic mess this experience.
Pauline A
All Island Towing And Automotive Repairs Ltd
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Coombs, BC V0R1M0
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kyle TNice large lot for driving in with large uhaul and an auto transport.
Paul MMake sure that the inside of the trailers are swept clean.
JOHN TGreat friendly , prompt & knowledgeable service !
ALVIN H