Renting wise everything was fine but customer service was awful.

First we had to listen to the employees complain openly about other customers on the day we rented the truck which was Saturday, February 11, 2012 at 12:55pm.

The next day is when the issue happened. We we're told since we had rented a dolly we were to lock up the truck otherwise if it was stolen we would be held responsible. We purchased a lock for the trailer and parked the truck at the office around 2 am. We read the sign on the front door that said if you have a lock on the truck to please include the lock key with the truck key. So that is what we did.
The next day Sunday, February 12, 2012 at 9:03am we came into the office and the same employees were working and still complaining very loudly about customers while dealing with customers. When we walked up to the counter I explained the employee that we had a lock on the truck and he asked me my name and looked it up and he said, “We already cut the lock off.” And I asked, “Why did you cut the lock off when we gave you a key.” He started getting aggravated at this point and said that there was no key with the truck key and said yes there was we put the key on it and dropped it into the overnight box and he insisted that we we’re wrong, so after like two minutes of him insisting we were wrong we had to ask him to please look and what do you know the keys were sitting right next to him on the counter with the lock key on the truck keychain, and instead of apologizing he says “oh my employees must have made a mistake.” And by this point I was really annoyed so I placed the twin key to the lock on the counter and said “well I guess we wont be needing this anymore.” So the employee slams his hands on the counter and says “you need to loose your attitude otherwise I am not going to try to fix this situation.” I was COMPLETELY appalled that he said that to me and I said “No, I am not going to loose my attitude, you messed up and cut OUR lock and have done nothing but argue with us about it.” So my boyfriend who was standing there the whole time said “Fine we will just file a complaint.” So the employee who STILL has yet to apologize says, “Would replacing your lock make you feel better?” in a really rude tone. I didn’t say anything to this because I was getting so mad at him; he was talking to me like I was a child. So my boyfriend says “yes we would like it if you would replace the lock.” So we grab a seven-dollar lock which was the same price for the lock we paid for a Walmart and the employee who still has an awful attitude towards us says “why don’t you grab a more expensive one?” and my boyfriend said no we will take what’s equal and then the employee printed us out our deposit receipt and says “I am sorry that my employee cut your lock.” I still didn’t say anything and just grabbed the receipt and started walking towards the door and I guess one of the other employees walked out and I hear him say really loud to the other worker that he needs to check the truck keys before they cut locks. Keep in mind there are other customers in the store.

ALL OF THAT over a lock! If it wasn’t for his attitude and the way he was speaking to us it would not have been a big deal but I DO NOT appreciate him talking to us like that. Telling me I need to loose my attitude, are you kidding me!?!? I wasn’t yelling but my voice was raised. I think the employee was looking for an argument. We didn’t ask for a manager because we think he was the manager.

Customer service is everything and if I am going to be treated like crab because some employee hates their job then I am not coming back or referring my friends.

This was at:
U-Haul Moving & Storage of Alafaya
11815 E. Colonial Dr. Orlando Florida. 32826
(407) 275-9267
Employee Name: Joshua Reny
Rental Date: 2/11/12 12:55pm
Return Date: 2/12/12 8:39am

My name is Maria Palmisano and I am with U-Haul International. Please accept my personal apology for the inconvenience and rude treatment you experienced at our Colonial Dr. U-Haul location in Orlando. We realize there is never an excuse for rudeness. I have forwarded the information to our Regional Office for the Orlando area to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. I would like to send you some VIP Certificates that can be used toward a future purchase or rental on the many products and services U-Haul has to offer in the hopes you will allow U-Haul to redeem itself in the future. I know we can do better. Please contact me at [email protected] and provide me with the name of the lessee listed on the rental agreement and your email to send you the Certificates. It is only through communication with our customers that allows us to realize what programs are working and what areas need attention. Thank you and I hope to hear back from your soon.