I originally booked a truck and two dollies for pickup at different locations. However, customer service called and encouraged me to switch to a newly opened authorized dealer location, offering a discount. I initially declined, but after they offered a larger discount, I agreed. When we arrived, they didn’t have any dollies available. I understand that accessories are not guaranteed at pickup locations and it's my fault that I didn't read the policy properly. However, if they are actively promoting a change to a new location, they should check the reservation and ensure the requested items are available. The staff member who helped us was new to the U-Haul system, so she had to call the manager, Amanda, to confirm that another location had the dollies. She also wasn’t sure whether a Class N license could be used to drive the truck, so she had to call Amanda again. Unfortunately, Amanda was very unfriendly when she spoke with me. When I didn’t understand something right away, she spoke to me in a condescending way, as if I were incapable of understanding. If she was frustrated with the employee for calling twice, she should ensure proper training. If she was frustrated with me, she should remember that I am a customer asking for clarification. On a positive note, the staff member who assisted us in person was very friendly and repeatedly apologized for the confusion and inconvenience. I appreciate her effort and professionalism despite the situation.
Jenny P
Toms Food Market
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Surrey, BC V3R3Y2
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