Charles Dickens once wrote “It was the best of times; it was the worst of times...” Certainly, he knew or foreshadowed what would become of my visit(s) to BATTENS APPLIANCE (U-HAUL). It was absolutely NOT the best of times but it did really live up to the later. As per a previous reviewer’s sentiment, I am very reluctant to post negative reviews. However, in this instance it is ABSOLUTELY warranted. This might be long for some folks and, if it is, the short answer is: IMHO, this business minimizes customer service over their own personal issues / problems. In other words, they bring Customer Dis-Service to another level! This will be a combination two visits: Ok, on to the review: I currently live in the Myrtle Beach area. My wife and I have been moving household goods to ST Marys over the past few months. On this particular occasion (and the last one), we were instructed to turn in the U-Haul ramp trailer at BATTENS APPLIANCE. Turning in a ramp trailer is a pretty simple event, or should be. I'll relate our experience over two occasions: 1ST Encounter: Showed up at the business after unloading all. Tired and ready to turn in the trailer. We showed well within the business hours. NO one there. We called, no answer. We waited......15 minutes later, someone shows. No real conversation as she is on the phone and no real customer service as I have already unhooked the trailer and then she instructs me to put it "over there." No, sorry for not being here, no sorry for your inconvenience, etc. Great, all done. Very unimpressed with the customer service. 2ND Visit: This is a DOOZY! Arrived the day before. Again, NO ONE on the premises. Waited and waited, no one showed up. We were, AGAIN, well within the POSTED business hours (which, by the way, vary on the signs on the door). So, we dropped and parked the trailer. Being a person who cares about business transactions, I made the 30 minute journey back to BATTENS APPLIANCE (1 Hour Round Trip) the next day to ensure I was all in regulation of the contract. I arrived at BATTENS APPLIANCE at 0828. I walked to the door (it's now 0829). The door was open so I walked in. I stood there for a minute and the individual behind the desk asked what he could do for me. I told him that I had a trailer to turn in. At this point, he told me "Sir, we don't open until 0830." Having spent 24 years in the Army on active duty, I thought, ok, I can play this game. So I said flatly, "ok, I will walk back out and then come back in in one minute." No issues on my part. At this point, the customer dis-service reaches a new level. He was not happy with what I said and he states that "my girl is not here." Now, I am a bit frustrated and said this is the second time in less than a month that I cannot turn in a trailer (a very easy transaction) to which he responds, "Sir, we don't have to open." HUH, What??????? I then replied "why do you have hours posted on your door? Isn't that an assurance for your customers?" He then blew up, raising his voice and said "Sir, we don't need to open." WHAT? I replied, "I thought the hours were posted so that customers would have reasonable expectation of when to show up." That was the straw that broke that little fat camel's back. He started shouting "Sir, you can leave now." I told him I wanted a receipt and he shouted I would get it via e-mail. Uncomfortable with that, I left.....without a receipt. I informed the individual that I had taken pics and video the day before (when I brought the trailer back and had proof that all was in order). He again shouted that I could leave to which I replied "I will, I will." My receipt showed the next day. With all this said, IF we need to turn in a trailer in the ST Marys, GA Area again, I would rather drive to Fernandina Beach than deal with this low-class, low-customer service, clown show again. INCREDIBLY UNPROFESSIONAL AND INCREDIBLY UNCONCERNED about the CUSTOMER EXPERIENCE. So, horrible experience with a company that could give a care less about customers. Please read my many reviews on Google, etc, this is not an unfair reaction or review. I would recommend all to steer clear of BARRETS APPLIANCE as they simply don't care about the U-Haul customers that are turning in. I do not have experience dealing with their other "Business" units. P.S. Responding to the UHaul question of "Was the location clean and inviting?" Absolutely not. It was a place that you would normally walk right out of. However, I had no choice as this was my point of turn-in. It was dirty and unkempt and absolutely UN-Inviting."
Bruce C
Battens Appliance
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews WorkVery easy to pick up and drop off
Chris OEasy in easy out I’ve rented from them before
CHARLES NKiki was amazing. She explained everything she showed me how to map out the best way to get to where I needed to go. She talked wonderfully about U-Haul the next morning. She was there early so she could walk me through the drop off. I appreciate her 100%.
Mary BMaybe have a rewards program that allows you to accrue points with each rental, that can be used toward the mile overage or an extra day. Otherwise, you are awesome. 😁
Genola H