Phone customer service needs significant improvement. Employees need better training. This is specific to the phone customer service as I did not have contact with anyone at the Cupp location. I called customer service Sunday morning between 9 a.m. and 9:15 a.m. The individual had very poor communication skills. I had reserved a truck online but wanted to add a trailer that was on site at Cupp. The online service would not allow me to add it because the trailer had apparently not been turned in corrected by the previous renter. I asked if I could rent it and the individual on the phone asked if anyone was present at Cupp to connect it to my truck. Cupp was closed so I told him that I could connect it myself if it could be rented. He immediately said, "no, you can't do that" and then went on to say that if I were to connect it myself and take it, it would be reported stolen. I was extremely offended because at no time did I ever indicate that I would take the trailer without properly renting it. I confronted the representative and told him that he had just offended me. The representative attempted to walk back his comments but the damage was done. The only thing I could conclude was that it had to do with my Hispanic last name. I could come up with no other explanation as to why the representative would say such a thing. After all, I had just properly rented the truck and the point of my call was to properly rent the trailer. This will be the last time I use Uhaul based solely on how that representative treated me over the phone. It was inexcusable. I hope that Uhaul takes these comments seriously and better educates its phone representatives on how to communicate with customers.
Adam R.- Virginia Occidental WV
- Martinsburg
- 25401
Trailer Rental & Towing in Martinsburg, WV at Cupps Auto
(Distribuidor de U-Haul del vecindario)
Contáctanos
201 Wilson StMartinsburg, WV 25401
Servicios en esta ubicación:
Horarios de la ubicación
- Lun. - vie.: 10 a. m. - 2 p. m.
- Sáb.: 10 a. m. - 3 p. m.
- Dom.: cerrado
Horario especial
- 6/14/2021: cerrado
- Inspección gratuita del remolque
- Devolución del cliente 24 horas
Alquileres locales para mudanzas de ida o en la ciudad en Martinsburg, WV 25401
U-Haul tiene la mayor selección del área de camiones y remolques para mudanzas de ida y en la ciudad. U-Haul ofrece un proceso de mudanza fácil al alquilar un camión o remolque, entre los cuales se incluyen: remolques de carga y cerrados, remolques utilitarios, remolques para auto y remolques para motocicletas. Combina tus esfuerzos de mudanza al alquilar un camión y un remolque de U-Haul hoy.
Servicios adicionales en esta ubicación
-
Camiones para mudanza
¡Tenemos la mayor selección de camiones nuevos!
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Remolques y remolcado
¡Se puede obtener nuestros remolque utilitarios y de carga desde $14.95!
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Trucks for Sale
We have the largest selection in the industry!
Comentarios de clientes
- 3.0 es la calificación promedio de clientes
Cuéntanos qué piensas.
Tus comentarios valiosos nos ayudarán a proporcionar mejores servicios.
- Rating:
- 3.0
The air conditioner in the truck was broken
Ali S.- Rating:
- 4.0
Create a video instruction for the pick up process
Roberto M.- Rating:
- 4.0
Everything was good. No comments.
Anthony C.- Rating:
- 4.0
This is not on the locations, but on the company. Two days before I was scheduled to pick up, I got a phone call saying there would be no vehicle of the size I requested at my pick up location, and that I would have to drive 20 miles up the road to get one. This took time out of my already busy day. Then when picking the truck up I had to use your uber invasive app which demanded to see almost everything on my phone. When I returned the truck, it was a different story, as the app didn't work at all. And hey, it's the 21st century, put a USB port in your trucks. A 12 volt charger was a really big deal when I bought my truck, 20 YEARS AGO. I've used UHaul many times during my 22 year military career, but will probably never use you again because of the issues mentioned above.
Jerome G.- Rating:
- 2.0
I was almost an hour late getting my uhaul. The lady was late getting to the site to check it out to me. It was recommended to me to do the online check out. It wasn't explained to me at all and caused a lot of issues.
Stephanie H.- Rating:
- 4.0
I thought the cell phone check in was cumbersome. I had difficulty with scanning back of license and was not able to get anyone on the phone or chat line in order to figure it out. Next time, I would not elect to pick up truck without having a Uhaul employee on premises...not until 10am. It took me 45 minutes to solve all the check in dilemmas and meet requirements of cell phone check in and truck return. Location was fine, except there was no one there that knew about Uhaul.
Linda P.- Rating:
- 5.0
We've rented here twice already and never had any issues! Except maybe the seat belt flapping lol
Eric H.- Rating:
- 5.0
Just have the trucks cleaner
Asia B.- Rating:
- 4.0
Allow longer rental options. I requested 3 days and was told it could be extended. However, when I arrived I was told that I had to have the truck back early. Which caused me to have to rearrange my moving schedule into 1 day which caused great complications..
John H.- Rating:
- 4.0
My only complaint was the app not working correctly. Desiree was great in customer service. It took 48 minutes to get me checked and get keys. I got no refund.
Sylvia M.- Rating:
- 5.0
Thank you.
James T.- Rating:
- 5.0
Nothing! The whole process was excellent!
Harkrishan F.- Rating:
- 5.0
There was a small “tray†in the bed of the trailer but nothing I couldn't easily take care of. Although I rented a 5x9 trailer, Cupps auto had a huge selection of trucks on the lots and were a joy to do business with. Looking forward to doing more business with them if needed.
ROBERT L P.- Rating:
- 2.0
The pickup process was awful!! It took two of us almost 45 minutes to get the code to get the key for the truck, The owner of Cupps walked by and offered no help. He said sometimes the process is easy, sometimes not. We had to make 3 calls to their headquarters. Of course, that came with being put on hold for however long! The experience was terrible!
Steven B.- Rating:
- 4.0
Fix the 24/7 site. It is not user friendly
Ronald C.- Rating:
- 4.0
More light where the trucks are stored for late night drop off
Mike N.- Rating:
- 1.0
1st get a location that can have Wi-Fi for the customers to use. Not go up a hill to get a signal. The man that was working that day WAS RUDE and UNPROFESSIONAL! Told me that I would have to go online to retrieve my rental and must walk up a hill to get a signal. After an hour trying to get my truck from Share Truck, I gave up and called the call center to cancel my reservation. I will never go to them ever again!
CARLIA JEAN G.- Rating:
- 3.0
The check in and check out we're all online. When checking in, the online routine did not work right and I had to start a new reservation. When completed, I was supposed to receive a code to get the key. I did not. I called uhaul and was on hold for 20 minutes. Finally someone at the location provided me a key. Because the person that handles the rentals was not there, it took 45 minutes to get the truck. That's unacceptable. The checkout went fine, although very time consuming.
GARYMICHAEL J.- Rating:
- 1.0
My pickup time was 10am and I showed up at 0930, the gentleman told me he didn't do the rentals and he would have to call her. I waited 45 minutes and then checked again. The trailer was located up in the snow and was covered. He finally came out and hooked it up it had some damage I say after I got the snow off of it. He finally called a lady on the phone who seemed busy with her children and was very inattentive to my order. I told her not to add the damage but it came out on the invoice after she ran my credit card and I questioned the amount. She argued about what I had told her and so I advised I would deal with corp. on that charge. Since it had snowed and they were calling for more snow to travel back to NM from WVA I asked for 4 extra days which she said was fine. On my way to the house I called UH corp to try and get the issue resolved and was on hold because they were very busy with all the bad weather. The lady was very pleasant and advised we could address the refund after the drop off. By the time I got off the phone the text with my agreement and damage info had expired so I just took a pic of the minor damage on the trailer. The rest of the trip was quite an experience with bad weather but UH corp was mostly accomodating.
JAMES S.- Rating:
- 4.0
Pretty Smooth.
KEVIN JAMES C.- Rating:
- 5.0
The women Paula who helped me was super nice and the man who hooked up the trailer did a great job .
DANIELJ S.- Rating:
- 4.0
Fix headliner falling down
Derek K.- Rating:
- 1.0
Disorganized and wasted my time a lot.
Irene M.- Rating:
- 2.0
I lived more than an hour away so the drive to get the u-haul was over 2.5 hours. The capacity of the site was limited so I had to wait near a half hour for my turn in line to complete the rental that I had completed online before I arrived. On the positive side, the person who did complete the rental agreement was very pleasant.
David S.