When I made my reservation for a van, my online quote indicated a $19.99 rental fee. When I went to pick up the van, the contract indicated a $99 rental fee. I asked the guy helping me to explain- which he could not. He just kept saying "we won't do that to you." I asked him multiple times if I was going to be charged the $99 rate and he stated multiple times "no we don't do that... we won't charge you more." I asked for clarification and he was not able to explain the details of the contract. He did ask my approximate mileage- which was 120 miles, and he did let me know that only 100 miles were included and I would have to pay for the additional mileage which I was understanding to. Prior to leaving in the van, I asked him one more time if I was going to be charged $99 and he chuckled and said "no we won't do that to you." I got into the van and old orange peels were disgustingly laying on the floor of the van. The next day, I received my receipt and sure enough I was charged $99. I called UHauls customer service- the first woman I spoke with was very professional and kind and told me she was going to transfer me to a manager to help me with my concern. Liza was the "manager" she transferred me to- right from the get go, she had an attitude and kept talking over me, and became extremely argumentative.... Liza managed to escalate the issue even further, rather than doing her job which is to help customer complaints... and if that's not part of her job, then she should have transferred me to someone who could have helped me. She continued with her argumentative tone- I asked her to please listen to me, but she refused and then yelled at me saying "I can't deal with you- I'm transferring you to another manager." Ross was the other "manager" she transferred me to who literally insulted me, calling me stupid because "I didn't read the entire contract" - a small print multiple page document. I explained to him that I shouldn't have to- I should be able to ask the questions and get appropriate answers from the UHaul associate who was helping when I picked up the van. Ross then said "you have a nice day" in a very nasty tone and hung up on me. I called back and then spoke with Warren- who kindly gave me the number for the area manager for the north Milwaukee area. I left a voicemail for Daniel and he did not return my call. Not surprising at this point. Despite my frustrations with this experience, I started the call with a kind tone.... and out of nowhere Liza went crazy on me and as mentioned, managed to further escalate a problem. Ross made it even worse. A simple empathetic, kind and respectful response with a calm explanation would have sufficed..... but I received the complete opposite. I have no problem paying the $99 fee. The issue is the lack of service from all angles- right from the beginning the guy helping me was not able to answer my questions- he was very vague when I asked about the difference in pricing from what I was originally quoted. The other obvious issues are Liza and Ross, and now Daniel who seems to be avoiding handling this situation. UHaul should be utterly embarrassed about the individuals they put in place as "managers." They have very poorly represented a national business- on a managerial level. The only thing they have going for them is that they record their calls for training purposes...hopefully they go back and listen to those recordings and eliminate their problems- Liza and Ross, or at least send them to anger management classes because they both need it. Honestly, UHaul should be ashamed that these are the kind of people they allow to represent their company. Save yourself the headaches and find another moving truck company for your needs!
KRISTIN W
Latin Barber Shop LLC
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Sheboygan, WI 53083
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Customer Reviews
- 3.5 Average Customer Rating
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They showed up 20 minutes for me to get my truck. It was covered in snow and ice that I had to clear off and wait for to defrost
Justin KDali at the Latin Barber Shop worked with me so that I could easily pick up and drop off the truck even after hrs. They adjusted my bill correctly. Only thing I ordered a appliance dolly but they did not have one available so just took that off the final price as well. I would use them again.
Chad ROverall good experience. However, if they had a little better signage, that would have made things even easier. The staff there still did a good job making the entire process simple overall.
LUCAS UThis location saved the day! I needed to vacate two 2 car garages and when Penske did not have my reserved truck, I tried this location Awesome people and service.
ROCCO K