I am writing to formally express my dissatisfaction with the extremely unprofessional experience I had while attempting to pick up my rental equipment. Upon arriving at the location, the equipment could not be released to me because I was told I needed a pickup code. I immediately contacted customer service and was informed that my reservation was not set up as a mobile pickup, despite somehow being processed that way in your system. Neither the representatives on the phone nor the chat support agents were able to provide the code that the associate claimed was required. After waiting for over an hour and speaking with multiple representatives, I received a call from Brian Hill, who informed me that the owner was over an hour away and had not realized that my rental included a trailer, despite the trailer clearly being listed on the reservation. This level of oversight is concerning and unacceptable. While I encountered a few helpful employees, specifically Tammie in customer service and Travis on chat support, my interaction with Carolina was completely unacceptable. From the moment she answered the phone, her tone was rude, dismissive, and disrespectful. As a paying customer attempting to resolve an error caused by your company, I should not have been treated in such a manner. To make matters worse, the owner left the location without ensuring customers could be assisted. An associate informed me that he did not know when the owner would return, and eventually the owner's grandson was sent to assist. This is not the level of professionalism I expect from a company providing rental services. When I requested compensation for the significant inconvenience, wasted time, and poor customer service, I was initially told over the phone that compensation would not be a problem. However, Brian Hill later advised that only $50 would be refunded, which I do not believe adequately reflects the extent of the inconvenience and frustration caused by this situation. Even after all of these issues, I returned the rental equipment a day early, and there was still no record of the promised compensation. This only added to my frustration and further demonstrated the lack of communication and accountability throughout this process. This was one of the worst customer service experiences I have ever encountered. I would not recommend this location to anyone based on the treatment I received. I am requesting that this matter be reviewed by upper management, that the conduct of the employees involved be investigated, and that appropriate compensation be provided for the inconvenience, delays, and unprofessional service I experienced. I look forward to being contacted by a member of upper management regarding this matter.
Tempest B
Baillie Liquidators
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Gainesboro, TN 38562
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Customer Reviews
- 4.0 Average Customer Rating
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i ended up at this location because the original location I chose, much closer to my home, called me to say that they did not have the truck I rserved, a 10' truck, but could offer me a 26' truck. The person who called said there were no other trucks in the area, but i pointedly asked her to check two or three other close-by locations and she found a truck at Baille Liquidators. It is completely unacceptable that that truck I ordered was not available (I reserved it two weeks in advance) and I had to travel twice as far to get the truck I ended up with.
JOHN KVery nice people, made whole experience easy.
WILLIAM DHeavy and needed help to put on hitch, it would have been better with a jack to help lift it
WILLIAM HThe staff members were extremely friendly and very easy to work with. Had zero issues dropping the truck off.
Gregory A