The behavior of the staff member at the location, which I found extremely inappropriate and disrespectful. Prior to picking up the truck, I called the store because I was having difficulty locating the office. I politely asked whether the shop was close to where the trucks were parked or a little farther away. The person who answered the phone responded abruptly by asking for the address I was seeing and then hung up on me after saying “that’s it there.” When I arrived at the location, I asked if he was the person who had answered the phone. He confirmed that he was. I told him that the tone on the phone had been quite rude. Instead of resolving the situation professionally, he responded sarcastically and told me I should “be smart” and “be educated” when trying to find the location. Despite this behavior, I remained calm and continued with the rental process. I even thanked him when leaving, assuming perhaps he was simply having a difficult day. When I returned the truck, I used the self-checkout system because the employee had told me the U-Haul desk would close at 4:30 PM. However, when I dropped the keys in the box and noticed the shop was still open around 5:20 PM, I went inside to hand the keys directly to him. He again responded with visible irritation and rolled his eyes when I spoke with him. During this interaction I also noticed a strong smell of marijuana in the store, and the employee appeared to be sitting on a couch watching television instead of attending to customers. This was extremely surprising and unprofessional behavior for someone representing your brand. At the time I chose not to escalate the situation and simply left. However, after later reviewing my receipt and seeing the unexpected cleaning and fuel charges, I felt it was necessary to report both the billing concerns and the conduct at this location. I respectfully request that:
OSAMA S
Stereo 1
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Concord, ON L4K2S9
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while I was renting a car, I asked the agent to speak with my brother over the phone because I was not confident in English. The phone call was on speaker, so the conversation was audible to everyone nearby. During the call, the agent became visibly upset. When my brother attempted to explain the situation, the agent spoke in a harsh tone and said "shut up" immediately. There was no inappropriate behavior from our side, and if the office has cameras or audio recordings, they can verify this. This is the second time that this agent has behaved inappropriately. I am reporting this incident for documentation purposes. My intention was only to ensure clear communication due to my limited English
MOJTABA DThey forgot to add furniture dolly which i request and location was lcosed so it was a big hassle since I needed it badly for the move
PRUTHVI PTre and his staff were tremendous and really came through for me when I was in a pinch. Highly Recommended service because of how well they respect and treat their customers.
VITO DThey should clean the snow off of the windshield as there is no snow brushes or anything in the truck
RICHARD H