I had a very poor customer service experience while returning my U-Haul truck at the MSD Express Inc Bartlett location. I was instructed to call before arriving. Simon texted me afterward, explaining that he had missed my call because he was in a meeting. He confirmed that I could drop off the truck and directed me to go inside and ask for Mike. According to Simon, Mike would tell me where to park, take the keys, and the final receipt would then be posted. When I arrived, I parked the truck, entered the office, and asked for Mike, explaining that I was returning a U-Haul. An employee seated in a cubicle toward the back of the office looked up and simply said, “OK.” I asked whether they handled U-Haul returns and explained the instructions Simon had given me. The employee responded that Mike was not there and that I should use the app to return the truck because “that is what everyone does.” The conflicting instructions left me unsure how to proceed, and the employee offered no further assistance. As I began walking outside to call Simon again, he said, “You’re welcome,” in a tone I perceived as sarcastic. When I asked what he had said, he replied, “Oh… nothing.” Another employee seated to his right then began speaking loudly to him in a language I did not understand. Given the dismissive interaction and the raised voice, I felt extremely uncomfortable and unsafe, so I left. I followed the instructions I was given and expected basic courtesy and assistance with the return. Instead, I received conflicting directions and rude, unprofessional treatment.
Marcus B
MSD Express Inc
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Bartlett, IL 60103
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How U-Haul Reviews WorkStrange experience. No one answers the phone when you call. No response to messages via app/link..
Kim KFix your check out app! It took 10+ tries to get past the license info step, and we never got the link to add a driver to work.
Wendy WDrop off location appeared to be closed at my drop off time (8/9 at 8:30 AM). Drop box slot was not large enough to receive the 26' truck keys. Kept the keys and left truck at the location. Had to call customer service myself and ask what to do. I was directed to bring the keys back that day and leave inside the truck even though I was an hour away. After all the issues with the keys, gas credit was charged back against my account.
Christopher HA little disorganized. No clear direction as to where to park. No one immediately there to greet the customer.
Tim F