The owner of the Star Towing location where we picked up our U-Haul was unbelievably rude, aggressive, and completely unprofessional. We were told the location opened at 9:30 a.m. and that someone would be there. When no one had arrived by the scheduled time, we called the phone number posted on the gate. The person who answered abruptly told us that the number was for Star Towing, not U-Haul, instructed us to call the number on the door, and then hung up on me. I called the number on the door, but no one answered. About five minutes later, a man pulled up in a truck. I quickly realized he was the same person I had spoken to on the phone. I was confused and frustrated, but I remained polite. The first thing I said to him was, "I'm sorry. We're trying to get back to Arizona today, and we're in a hurry." I was just trying to figure out if someone was coming to open the location. Rather than responding professionally, he immediately turned to my husband and ordered him to move our truck to the other side of the street. As soon as my husband walked away to move the truck, the man's behavior toward me became much more aggressive. In an intimidating manner he told me that he "didn't need my attitude" and that "we could just leave." He accused me of giving him a hard time for being late, even though I had simply asked whether someone was coming to open the location and he was late. While I was only 5 min after I don't feel that my calling the number at the time of opening was over the top I was simple tring to figure out what was going on. His body language and tone were threatening. He is a large man, and he was clearly trying to intimidated me . I felt very unsafe unsafe alone with him. Once my husband returned I left and went sit in our truck. The man immediately changed his demeanor and treated him respectfully. Afterward, I told my husband exactly what had happened, and I reported the incident to U-Haul customer service. I WOULD NOT RECOMMEND THIS LOCATION TO ANY WOMAN TRAVELING ALONE!!! The difference in the way this man treated me compared to how he treated my husband was striking. Whether or not his behavior was intentional, it made me feel threatened, intimidated, and unwelcome. No customer should be made to feel that way while simply trying to obtain basic information. I hope U-Haul takes this complaint seriously and addresses the conduct of this location's owner, as this experience reflected very poorly on the U-Haul brand and will never use this location again.
Bryan F
U Move
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Orem, UT 84057
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Customer Reviews
- 3.5 Average Customer Rating
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Thanks you guys!
Keith PJohn helped me through some challenges with the app.
Brent WMy wife returned the rental and because of the confusion with the app at pickup there were issues with personnel and resolving the issue that was caused by the app. We for sure selected that we would return the truck at the pickup location because of the extra cost to just make it a one way trip. The contract even stated this fact. When my wife returned the truck he wasn’t helpful and even a bit degrading by saying that it was supposed to be returned in St. George. The other issue was that we picked up the truck with around 1/8 of a tank and the app even said to just return it with the same amount. We know the contract says to return it with at least a quarter tank, but the app didn’t make this clear and the attendant, again, could have stated in kinder terms how we can avoid the convenience charge. The situation could have been made better if the attendant did more to help me wife. Offer useful solutions (check the contract, be nicer, offer to back the truck in instead of my wife).
Tucker MTheir hours of operation are very limited. I did a lot of waiting before I could get my trailer.
Kirk L