At the last minute, we received an email advising us that our truck would not be available at the designated location, but instead located at a satellite La Quinta Inn location. Upon check in at the La Quinta Inn desk, an employee named Rachel informed us that we needed to "check in", just as we would at any hotel. Apparently this is now some sort of pre-check in process via an app, about which we received ZERO notification. Apologized to Rachel that we didn't know we were supposed to do that via app and thought we were following the check in process by showing up at the desk. Remarked that check in processes were more complicated than the last time we rented a truck about 30 years ago, to which Rachel replied in a hostile and belligerent tone that she was "sorry" that I was annoyed and was working as fast as she could. What????? How did some routine check in process go from benign to hostile in two seconds flat? In no way did I imply or remark that she was slow or that I was annoyed. I can only presume that she was irritated that we did not know about the app check in and had to do it herself, as this required her to stop socializing with people in the lobby, walk over to the desk and perform a job related task. Suggest that Rachel be retrained in customer service skills, assuming she was ever trained in the first place. She seemed to dislike her job and was intent on taking that out on paying customers. This entire experience put us off UHaul and we will not be using them again for any reason. Truck was fine, so called communication and service was abysmal.
Pete S
La Quinta
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Parker, CO 80134
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Nicholas SThe app is a little confusing when uploading pictures. When uploading a photo, it isn't clear that the picture is uploaded, causing multiple re-tries before hitting the "back arrow" in order to find that the photo is uploaded.
Lawrence HI had difficulties using the app to complete the return processes for the truck. I was able to speak with a person at the call center to complete the return. Maybe it was operator error on my part but I with the return process was more streamlined.
Michael GIt appears the location intentionally waited untill 15 or so minutes after my return time to check the vehicle in and charged me for two rental and two insurance costs. When I actually returned it about 3 hours early. I had to call customer service who gladly issued a refund.
Robert L