I was told the business opened at 10:00 AM. I arrived at 10:40 AM and the business was closed. I was concerned. The opening hours were posted as 9:30 AM. After ten minutes or so an employee showed up. There was no posting of a sign saying he had temporarily stepped away. I was a bit panicked at this point. I believe he told me he had to run bank errand for the business. The representative somewhat sharply said the rental did not begin until 11:00 AM, which in all fairness did register with me after that reminder and I quickly apologized. It was an honest mistake. I was thinking it was anytime after opening. After that the checkout process was quick and efficient and he was cordial. I tested opening and closing the door to confirm I could do it properly in the rear of truck. I went back into building and asked for assistance. I could not securely close door. He did come out and show me correct procedure but I could tell he was clearly annoyed with me. I simply did not know to place more pressure on spring latch. I thanked him again, but he made a point of walking away quickly without saying a word. I was gracious to him during the entire brief interaction, but I did not get that in return. He could have corrected me in a more polite tone of voice. I did not think saying “You’re welcome” after I thanked him for his additional service was asking too much. I sensed that initial contact sullied his attitude towards me. I’ve spent eighteen years working with call centers. The representative was quick and efficient. I want to emphasize that. I just think he could work on some customer service soft skills and patience a bit. I am just offering some constructive criticism. I teach software and would not get annoyed with someone because they needed help. One can politely, but assertively stand their ground; but with proper tone of voice and a smile on their face. You asked for how this could have been improved, so am answering with feedback only intending on improving. This was no serious infraction, I just think it could have been handled more diplomatically.
William A
Citizen Storage Fontaine
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Memphis, TN 38116
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Our society needs to move back to a person to person customer service model. Yes, it would be more expensive, but human beings are worth it. I had no idea that U haul would charge me extra for additional mileage, or that the truck might be left in a location other than where I reserved it. This added to my mileage, probably to the extra extent to which I was charged. I can probably get this resolved by calling U haul directly, but that is why all of this should have been explained to me upfront. This can be facilitated by person-person interaction, instead of simply deferring to a low-cost, human-absent model.
Jaycob WYou guys are great the way you are
lisa gClean up around the facility and fix the gate.
Ken RNo changes required
Felicia G