One of your employees continue to talk down to us and a few times was downright condescending. If they Had explained things ahead of time or in a civil tone of voice. The experience would've been much better.
DONALD M
Arthurs Self Storage
(U-Haul Neighborhood Dealer)
Servicios en esta ubicación:
One-Way and In-Town® Rentals in Green Brook, NJ 08812
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.
Otros servicios de U-Haul
Comentarios de clientes
- 4.5 es la calificación promedio de clientes
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I do not think you need to at this moment
Howard LVery easy process to check in/out, equipment was in excellent condition. Highly recommend.
Linda MEverything was okay until 5:30 PM. I was supposed to be able to do a self-check-in at 8 AM, but the keys to my vehicle were not left available. Upon calling customer service, the agent apologized and told me I could either wait until 10 (when the location opened) or they would look up an alternate location with the equipment I needed that was already open for me to go retrieve a different van than the one at the location. While a bit frustrated, I figured two hours wouldn’t make a huge difference and agreed to return at 10 AM. The U-HAUL agent I spoke with on the phone offered me a credit for my difficulty which I felt was more than worth my two-hour delay. The agent on the phone was extremely friendly, helpful, and kind. I truly appreciated that sort of customer service on the day of such a stressful move. At this point, I also decided to extend my time from 4 hours to 8 hours (from 8-12 to 10-6). No problem at all. When I returned to pick up my rental van, the workers inside of Arthur’s were *so* friendly, kind, and accommodating. Pam was the primary worker and she was training another fellow (Matthew? Michael? Derek? Can’t totally remember). Pam was so sweet and helpful. I didn’t bring up the key confusion from that morning because 1. It had already been dealt with and 2. Who cares??? I was getting the van now, and I got an extra credit toward the account for my frustrations, so like it really didn’t amount to too much for me and I was just happy I would still be able to move my big pieces of furniture that day. Pam and the fellow working with her checked me in, gave me all the details of the rental, asked me if I would be going over the listed distance (and then explained how it would readjust if they saw the odometer had got over a certain amount) AND clarified details about how to return the vehicle. Pam asked me if I thought 6 PM would work as a return time. I told her that I believed 6 would be fine, but I had work that day and wasn’t totally sure when I would be able to do the actual moving part. Pam said “okay, no problem. We close at 7, so if you come back after hours, you can just drop the keys in our key drop box. We don’t charge for after hour drop offs because we have the dropbox.” I signed all my paperwork, said thank you, and left. Again, Pam and her colleague were so helpful I want them both to get raises (haha). I only note it in this way because I want you to understand that the workers did not communicate that having my van back by exactly 6 was of the utmost importance. Walking away from pick up, I felt comforted that I had a bit of wiggle room (because, again, I had work that day and couldn’t do the actual moving until after work was over). Cool. All went well until 5:30, when I received an outright frantic phonecall from Denise from Arthur’s. I was in the middle of moving my last piece of furniture from a location near my home, so I initially only received a voicemail. Denise said she was calling about her U-Haul because it was supposed to be back by 6 exactly and she needed to prep it for an overnight pick up. She said that she hoped I was on the way back already because she really needed it back at exactly 6. I called back and told Denise who I was and that the people who I spoke with this morning had communicated to me that the end of the rental period wasn’t as strict and that the 6 PM drop-off had a bit of leeway. Denise, soundingly considerably angry, responded “Well actually no that’s not true because U-Haul actually closes at 5.” I said, “Okay. Well, I’m sorry. That’s not what was communicated to me. I won’t have the van back until 6:15, 6:30 at the latest. I’m currently moving my last piece of furniture in, which I will do with haste. Hopefully that works for you. But as I said, this morning your colleagues communicated something different than a strict 6 PM drop-off.” Denise responded “Yeah, well no it really doesn’t work for me because I have to prepare that van for an overnight pickup.” I responded, “I appreciate that that is really frustrating, but unfortunately, I will not be back until I’ve moved this mattress out of the van into my new place. Like I said, I’ll do that as fast as I can, but it’s 5:40 now and I won’t be able to get back to you by 6.” Denise responded, “Well, I have to have it ready for an overnight pickup, and I’d really like you to be able to get home eventually. I really hope I don’t have to cancel because it’s my tenant.” I said, “Ya know, I really appreciate how frustrating this is and I also hope you don’t have to cancel for your tenant. Like I said, as soon as I can move my mattress out of the van, I’ll give you a call and head straight to you. Thanks.” I ended the phone call, moved my van to my new place, brought my mattress into my house [in a rush], and headed toward the storage facility at 5:59. That van had probably been driven about 10 miles that day, if I’m being generous. I know the policy about refilling the gas, and had full intention to do so, but the needle was *literally* still on F and it seemed that Denise wanted me to prioritize getting to her sooner so she didn’t have to “be there all night.” I called Denise, like I said I would, to inform her I was on my way back. I said “Hi Denise, this is [Name]. I just wanted to let you know I’m on my way back from [town], so I’ll be there in 15 minutes.” She said, “Well you still have to refill the gas.” I told Denise, “Well Denise we’ve barely used any gas, the needle is still on F.” She said, “Well those are the rules you agreed to and when the next person comes they’re going to see how much gas you *actually* didn’t use.” Mind you, at this point, I’m getting really frustrated. I’m doing my best to work with this woman who is literally talking to me like I’m a child or a friend she’s in a fight with, and as I’m trying to get this van back to her (since she was so angry that I wouldn’t be back at exactly six and I apparently was ruining her whole night), she’s giving me as much attitude as possible. I said “Okay, Denise, I’ll see you soon then.” And Denise curtly replied, “And bring a receipt” and *hung up on me.* So, I stopped at the gas station and got six dollars worth of gas. The needle did not move, mind you. I got a receipt. I drove to the lot, parked in a spot, and then Denise came to the door and said “You can’t park here. You have to move this car over there behind the truck.” Okay, I move the car. I get out of the car, hand the keys to Denise, and she does not ask for a receipt. I asked if she needed anything else from me and she told me no, I’ll receive the receipt via email. I’m have worked in service, education, and several other public facing jobs for 10+ years at this point. The way that Denise spoke to me on the day of my move was so bad it was almost laughable. If I wasn’t so stressed out from the fact that I was moving, I might have laughed at her on the phone. However, I was stressed, as it was. And it seems Denise was too. However, I, the customer, was being more respectful to her, the worker, than she was to me. Even if the appointments had gotten mixed up, if she had spoken nicely, or even just respectfully, to me on the phone, it wouldn’t have been a big deal. Like I said, I’ve been in service jobs before, I know it’s frustrating when things don’t work out the way they’re supposed to. But talking to a customer in such a rude manner, acting as if I was personally out to ruin her appointment that had not been communicated to me as such, and actually hanging up on me when I was trying to like actively help and accommodate her, ALL THE WHILE MY APPOINTMENT FROM THAT VERY MORNING HAD NOT BEEN PAID ATTENTION TO AND I HAD TO CHANGE MY PLANS BECAUSE *SOMEONE* DIDNT FEEL MY APPOINTMENT SHOULD BE PRIORITIZED (maybe because I’m not a “tenant”?), was without a doubt wholly unacceptable. I appreciate that maybe everyone didn’t do their jobs the right way behind the scenes, and I do not know how this all happened. What I do know is that Denise was the only worker that day who was openly rude to me about something that was out of my control and not communicated to me. Perhaps others dropped the ball here, and Denise was left to pick up the pieces, but unless she wants Arthur’s to lose another customer, I would recommend she never speaks to and treats a customer this way again. If you’re the management, I would have a serious discussion with this woman about how to handle it when things go wrong and prioritize respect and professionalism over your own temper tantrum. It’s a shame that I have such a bad taste in my mouth, because everyone else was so accommodating that day, but I’ll never return to a place where someone treated me so poorly.
Nicolette PGreat customer service!
Michael P