Business processes and customer communication need to be improved significantly. When I got to the store, I've been informed that the person who usually manages the U-Haul service is currently not in due to an emergency . I was getting passed around and had to make a few calls to actually get someone that could assist me with my reservation. During the call, I also find that the dolly's I reserved are also not available, and that it's a first come first serve. The staff did help me to the best of their abilities and I do acknowledge them for that, but overall expectations were not met. I also do understand that staff emergencies do happen, but from a business perspective, if there's only one person that knows how to do this service, that's a risk as shown here. Additionally, the website shouldn't allow you to reserve equipment if they can't guarantee its availability. Should I have known the equipment would not be available, then I would've made arrangements to procure it somewhere else.
Francis B
Norman Sue Bakery
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Scarborough, ON M1P2X5
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