It was unclear where we were supposed to park or where to go to check-in. I walked inside to find the worker lecturing someone, and he rudely told us to wait outside. When we went outside, we saw a young couple who had been waiting outside a while before we arrived. They told us that they asked the worker to double-check the trailer hook up before they left, and he refused to do so, despite the Uhaul booking confirmation stating that he was required to check it. We helped them hook up the trailer as we are experienced with doing so and had to wait anyway. He had snarky comments about us helping them and basically told them if they don't know the ins and outs of hooking up a trailer then they weren't "smart" enough to rent and tow one. We waited an excessive amount of time in the parking lot for him to finish rudely dismissing the customer he was talking to inside when we arrived, then to very rudely set up the young couple with their sign in stuff, to then talk to me and my party like we were fools. The trailer didn't have any wiring harness attached to it, so my partner took one off of another Uhaul trailer in the lot, and the guy made a big fuss over that even though it's equipment Uhaul is supposed to provide (and he or his coworkers were supposed to check when the last customer returned it). He insisted that I filled out the addresses incorrectly online. I put the destination as the storage unit to which we were moving our belongings; he insisted that I had written the storage unit as my mailing address. I had my mailing address where it belongs; he insisted that it wasn't there. Even if I had made a clerical error on registration -which I did not- he has no right to speak to people that way. I had selected a specific drop-off site online which Uhaul had approved and confirmed on my reservation, and he insisted that I had not selected any. He then showed me two listings for Uhaul locations far out of the way from my destination, and told me that I would drop the trailer off where he told me to or pay the fines. I told him that I wanted the drop-off location I had chosen -and Uhaul approved- on my reservation, and he completely ignored me. Another customer walked up to ask about where to check in for a uhaul pickup, and the guy told him off too, barked at him about waiting his turn. No one knew where to wait! It took nearly an hour to pick up a small, single axle trailer, even though I pre-registered everything online, put in all my credit card details ahead of time, completed all the "check in" stuff sent via email prior to the pick up time, and am extremely experienced with setting up and towing trailers. The heat index was over 100* and there was nowhere for anyone to get in shade or cool air. There was no restroom or drinking water available. I don't expect to be pampered, but that's downright dangerous besides being bad business. I noticed halfway home that he had changed the drop-off location to a place far out of my way. I called the "new" drop off location, who told me that I could only edit the drop-off by calling the location where I picked it up. Thankfully I explained the issues at the pick-up location, and the lovely gentleman at the Schenectady store transferred me to someone higher up with Uhaul who quickly and kindly helped me change the drop off location to something closer - though still not the convenient location which Uhaul had approved on my initial reservation. I can't understate how poorly the man was behaving at the pick-up location. We all have bad days but this was beyond unacceptable. It was despicable, and he made a few sideways remarks which weren't "specifically" discriminatory, but sure had negative implications regarding a person of color (the woman he was lecturing on our arrival) and then two women who appeared to be significant others (the young couple my party assisted when he refused to). I have a Pride flag on my truck and wonder if that didn't contribute to his nastiness to my party. This was like something out of a bad sitcom; I really think this location should be removed from Uhaul entirely. It's like a random appliance warehouse that just happens to have a handful of trailers for rent.
Elizabeth G
Appliance & Mattress Outlet
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in New Castle, DE 19720
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Customer Reviews
- 4.0 Average Customer Rating
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When I made the reservation with the U-Haul rep over the phone, I asked if someone at the pick-up site would be able/willing to show us how to hook up the trailer since we had never used that size before. She assured me that someone there was "required" to hook up the trailer for us for insurance and safety reasons. When we arrived, the man at the Appliance & Mattress Outlet said he would not hook up the trailer for us and if we didn't know how to hook it up ourselves, we couldn't take the trailer. Luckily another rental customer also there at the time was kind enough to help us hook up the trailer. They also commented that they try to avoid this particular location because the staff is not very nice and rarely helpful. That being said, when we returned the trailer, a young woman came out right away with a jack to help us unhitch our trailer, and quickly closed out our reservation, emailed receipt so we were quickly on our way. She was very nice and helpful.
Mikaelyn AThe strap tighten device should be oiled and serviced periodically on the car dolly it was rusted and hard to use. Other than that a great experience.
ROBERT TAfter hours drop off, no help necessary
MICHAEL BOk
JUAN D