Rather than give a poor rating for a frustrating pickup experience, I’m giving you feedback, so that this goes better for someone else, moving forward… We needed to pick up the truck during after-hours. I called the day before, to verify how the lockbox works. The youngish-sounding gal on the phone said that she had never done it herself, but heard that it worked best through the app. So here’s where it was hard… my husband was our driver, he was also the one picking up the truck. The reservation was in my name and I had included him as an approved driver (which I had explained to the gal on the phone). He had the app on his phone from previous rentals, but because the reservation is in my name, he couldn’t access the lockbox code from his app. He is quite adept at tech problems, but couldn’t solve this one. So… I’m at the house with a moving crew and he is totally delayed in the truck pickup and had to wait till you opened for pickup, making him almost an hour late. All of this could have been avoided if the gal on the phone the day before had understood the nuances of the lockbox operation. This seems like a great exercise during any downtime, for your entire staff to be trained and understand the lockbox process instead of trusting that customers will figure it out on their own. Other than that, we appreciate your business and will be back soon for more rentals. We will need to do pickup again after-hours on our next one in November, and we will hopefully not have the same issues again.
Christa W
Lynden Heated Self Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Lynden, WA 98264
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NIEKOLAAS IWe dropped off after hours
Melinda ESuper easy, all good.
Kathryn PIt would have been nice to have a truck that didn't need 4 new tires. Lots of damage (x's) and link to system to document all damage didn't work.
Jeremiah M