I have submitted a formal complaint through customer support regarding multiple concerns. Please refer to that complaint for specific details, including the names of the individuals involved and a summary of the actions taken—or not taken—by both the employee and the assistant manager. It is my expectation that an assistant manager possesses the basic knowledge and authority required to provide customers with the general manager’s name and contact information, particularly when a concern cannot be resolved at their level. Notably, customer support was able to provide this information without hesitation when I filed my complaint—something that should have been handled directly and appropriately by the assistant manager. Employees should maintain honesty and accountability, particularly when errors occur. Assistant managers should be equipped to effectively support customers and resolve issues resulting from staff mistakes. At a minimum, they should be able to provide the name and contact information of a manager if a concern cannot be resolved at their level. In my experience, I did not receive the text receipt I was told would be sent before leaving the lot, which required me to call the main 1-800 number to obtain documentation. Additionally, I was given inaccurate information regarding my options, and the 5x8 unit was checked in despite my explicit instruction not to do so. When I raised these concerns, they were not acknowledged, and no ownership was taken to address or correct the mistake.
Angela L
Safari International Grocery Store
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Louisville, KY 40216
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- 4.0 Average Customer Rating
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When got there I got the 19.00 truck and paid for a 100 miles in advance. The man was so nice. When with was 100.00 and some chain. When I returned the truck they said it was the wrong milage and it was the wrong truck when we took a picture of the mileage. We got the 19.00 and said it was 160.00 on return and changed me 130.00 . I need my money refunded I have my receipt and week actually added to take tge truck for 24 hours. I need all my money back
Lashae NEverything was great
BRIDGETT TThe U-Haul truck was very very dirty with a used dirty toboggan, food crumbs and dirt, and an eaten pudding cup. I even took pictures of how nasty it was. And the change oil light was on. I could not find another available truck so I had no choice but to use it those few hours
Jessica LFast
BECKY W