I arrived at the location (a gas station/convenience store) and the clerk appeared very confused/disorganized. He said the trailer wasn't there, and he was still waiting on it to be returned. To be fair, I arrived 1.5 hours earlier than my appointment (I was driving across country). He directed me to call customer service to see if there was another trailer available in the area. That experience was also awful. After waiting on hold for nearly 20 minutes, the first person I spoke with was very polite and helpful. She mentioned that the trailer was showing on-site and customer-ready and indicated that the store likely loaned out the trailer outside of the approved system and that I should report it. However, she said she needed to transfer me to "Scheduling" to helo find another option. After waiting for another 10-15 min on hold, the person who answered was very rude and short, interrupting me while I was explaining the situation and cold transferring me in the middle of my sentence. After another 15 min or so on hold, the trailer arrived on site and was quickly unloaded. I came back in to the store to let the clerk know it had arrived (he did not check the equipment back in and did not even know it was back). Then we went through a 30 minute process where he had know idead what he was doing in the system. It got to the point where I had to go back behind the counter and walk him through the steps myself on the computer. Ultimately, he finished and then told me "I was good," and just sent me outside to load it up and handle everything myself. In past experiences, the U-Haul staff would walk me out to the equipment, perform an inspection, confirm everything was in working order, and even hitch it up themselves to ensure everything was connected safely/appropriately. I also realized that there was no trailer wiring connection/adapter and they had nothing available for purchase on site. He directed me to a nearby Auto Parts store where, thankfully I was able to find what I need. Just an awful experience, overall.
Andrew C
Texas Country Store #10
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Orange, TX 77632
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Customer Reviews
- 3.0 Average Customer Rating
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When I got my truck the back was literally caked with what looked like construction debris, my son and I spent 30mins scrubbing the van before we were able to load anything, huge inconvenience and terrible service, also there were half a dozen moving blankets left in there as well, thankfully the regional service rep was able to accommodate us with probably the best service I’ve received from any higher up in any company!! So give him a raise please!
ARTHUR SNeed a drop box to put paper work in when dropping off
Richard MHorrible service
Amber QI should have listened to the reviews. Location took 45 minutes to an hour to get the trailer. Worker was not the best an attitude seemed very unprofessional. The hour Waytt was the most frustrating as I drove four hours to get there and had to wait another hour to get everything figured out. Ended up having to buy the insurance cause I wasn’t too sure on the trailer making it or not.
Jordan N