All of the below comments relate to the rental of the 20' box van. The rental of the car hauler at another location was an entirely different experience -- but it was also within normal business hours where there were actual people handling the transaction. The issues had nothing to do with the location (other than maybe the exterior of the truck was not clean, though the interior was clean). The problems had to do with the app not working and the customer service representatives being unavailable. Don't really care to re-live the horrible experience of being stranded in the middle of nowhere, Oklahoma and having to walk a total of over eight miles -- part of that with my luggage on a dark country road at 10PM. The app is horrendous. It's poorly designed, not fully developed, and totally nonresponsive at times. U-Haul relies too much on the app and its functionality. Y'all's business is too complicated and it has too many variables for y'all to expect an automated app to be able to handle customer problems. Mix in a poorly developed app with ridiculously slow servers and you have put customers at risk. I am a senior citizen with a heart condition. That U-Haul's business processes and systems forced me to tote my luggage all over rural Oklahoma in the dark, risking getting run over, having a heart attack, getting eaten by wild critters, or harmed by someone with ill intent (Uber in rural OK? HA!) is horrendous on its own but it also left the company DEEPLY liable had some harm befallen me. I'm an ugly old man. Had this happened to a pretty young woman -- I don't even want to think about it. The customer service function is a mixed bag: The bad: Over one hour hold times and long call-back delays? UNACCEPTABLE! When folks are having trouble with a rental -- especially an after hours pick up or drop off -- they need help NOW, not whenever is convenient for U-Haul. Access to support is the issue here, not the support itself which brings me to... The good: Whenever I was able to speak with a CSR they were pleasant, polite, respectful, professional, knowledgeable, and helpful. They spoke clearly and slowly and without unintelligible dialects. I didn't necessarily like what they had to say sometimes but at least they understood what was going on and they offered insights and solutions -- something the app could not do. There is just no substitute for well trained and reasonably smart CSRs. There are several ways to look at the CS function: 1. If y'all had good systems and business processes, there would be less demand for CSRs. 2. If y'all don't have enough CSRs to handle the demand for them, then hire more CSRs. 3. If you're having trouble hiring folks then PAY THEM MORE and make working for U-Haul as a CSR a more lucrative and attractive profession! 4. Nowadays any time we call any company we get the same lame, tired, and trite, "We are experiencing heavier than usual call volume. Please stand by and the next available agent will be with you momentarily." At some point, it's not heavier than usual call volume; rather it's weaker than necessary staffing. The outgoing message really should be, "Our product/service/whatever stinks. We're too cheap/lazy/unconcerned/inept to either fix it or to hire adequate staff to mitigate the problems for our customers so we're going to waste your time and frustrate you to the point that you just give up." That is EXACTLY the message that customers get when they try to get help from U-Haul's CS function and we are told that hold times are over an hour.
James M
Stanleys Wrecker Service LLC
(U-Haul Neighborhood Dealer)
Servicios en esta ubicación:
One-Way and In-Town® Rentals in Perry, OK 73077
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
- 4.0 es la calificación promedio de clientes
Cuéntanos qué piensas.
Tus comentarios valiosos nos ayudarán a proporcionar mejores servicios.
Staff was very kind, friendly and helpful
Mohammad HThis was a nightmare. Waiting for UHaul to call me at [redacted] to get a refund. They were supposed to call me yesterday to discuss.
Michael HPlease contact me: [redacted] or ron_olson@emailcom Two weeks before our move, we reserved a 26 ft. truck. Estimate from Enid Oklahoma was $380. The day we had movers coming - just a few hours before pickup time, U-haul contacted us and said we only had a 15 foot truck available in Enid, but if we would drive our personal vehicle to Perry Oklahoma (35-40 miles one way) then we could get a 26' truck. It was to available at 1:00 p.m. in the other city. I asked if anything could be done to make up for the company's mistake -- they could only add 70 more miles and another day to make up for our lost time and mileage. WE didn't need either one. no discount, no rebate, nothing. We drove to Perry and arrived at 1:08 Nobody ever showed up at Stanley Wrecker. Finally, we had a regional manager talk me through getting the truck. It was nearly 3:00 by the time we rolled out of Perry - with a 35-40 mile drive. ALL THIS ON MOVING DAY. The truck leaked during the rain and ruined a couple of boxes of books and records. WE turned the truck in the next day at Concordia Kansas. The bill was $480 . I think we were charged the "bonus" extra day and extra mileage that we DID NOT NEED!
Ronald OHad to sit and wait for them to get the truck ready
Lori H