Tynisha — thank you for your professionalism, patience, and excellent customer service. You were the highlight of my experience at this location. I visited this U-Haul location yesterday and initially had an excellent experience with Tynisha. She was courteous, helpful, professional, and thorough. She explained the entire process clearly, including what to expect when picking up and returning the equipment. She made sure I understood everything, and I truly appreciated the level of customer service she provided. Tynisha deserves recognition for representing U-Haul so well. Unfortunately, my experience when I returned the truck was completely different. When I returned, I had been moving for the past three days and was physically exhausted and experiencing significant back pain. I walked into the building holding my back and approached the counter, where two male employees were talking. Neither employee greeted me or acknowledged me with even a simple “hello” or “How may I help you?” One of the employees, who was seated, looked at the other employee and said, in what came across as a very condescending tone, “Marcel, there’s a lovely young woman waiting for your assistance.” Marcel then asked for my keys and went outside to check in the truck. While I was still standing at the counter, the seated employee asked whether I wanted my receipt printed or emailed. I told him it could be emailed. He then told me, “Because that’s all you’ll need from here. You can go after that.” As he walked toward the door, he said, “See? That’s why I didn’t say anything.” I explained to him that the interaction could have been completely different if he had simply greeted me when I walked in. A basic “hello” or “How may I help you?” would have been enough. Instead of acknowledging what I was saying, he began singing and then continued singing louder while I was speaking to him. The entire interaction felt dismissive, condescending, and unprofessional. Customer service is about more than completing a transaction. A simple greeting and basic courtesy can make a significant difference in a customer’s experience. Afterward, I spoke with Marcel outside and explained what had happened. I told him that his coworker’s behavior would result in a negative review for the location. Marcel acknowledged what I said and responded, “You’re right, but that’s just how he is.” That response was concerning to me. If an employee is known for treating customers this way, that behavior should be addressed rather than accepted as simply “how he is.” I want to be clear that this review is not about the entire location. Tynisha provided exceptional customer service and deserves recognition. Marcel was also professional when handling the truck return. Unfortunately, the interaction with the other employee overshadowed what could have otherwise been a very positive experience.
Samantha W
Horizon Automotive Group LLC
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkGot charge twice for gas
Steve NFrom the moment I walked in I received first class customer service
OLUWASHINA ATruck leaked water inside of the cab. Cargo trailer lights were out.
SHAUNA HWas charged 28.88 after drop port with no warning or reasoning
Danielle J