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Jay's Comment on
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Main thread--Uhaul Billing Complaints
State: NY Posted: 04/15/2008 Subject: Unproffesional Comment: where to start? this was the most memorably awful interaction with a company i have ever had. from the moment i set foot into the u-haul office it was one disastrous interaction after another. i never would have guessed that what i hoped would be a 15 or 20 minute visit would stretch and drag-on to nearly two and a half hours; culminating in half a dozen calls not only to your regular customer service line, but also to your regional manager's office, and if you can believe this a call to the office of the president of uhaul at your corporate offices in phoenix. all these calls made while the manager (laverne henry) and her utterly incompetent staff stood by and did nothing to help solve any of the problems they themselves had created. things went downhill fast. when i walked into the uhaul establishment i was told the trailer i had rented was unavailable. after taking a day off work, only to find out that the trailer i'd reserved 10 days earlier (and called to confirm the day before) was not available was a stunner. and then to be told, in a lackadaisical manner by agent isabel valentie just come back tomorrow was a true shock. if you've only read to this point...the bottomline is that i will never conduct business with uhaul ever again. and i will make sure to share this awful experience with anyone who asks so they can avoid having to deal with people like lavern henry and her staff. if you're still reading...please let me continue sharing with you the details of this horrible hours long ordeal. after multiple calls to your customer service line (while standing in your store) i was finally told, oops, we do have your trailer. this was about an hour into the ordeal. 60 minutes it took to determine that what i had reserved was actually available. did your manager, laverne henry, then think to apologize? no. she said nothing. retreated to her office with a simple it's out back . before i headed out back, one of her staff members made a nasty crack under her breath in spanish (her name was isabel valentine- i will never forget her rudeness or the way she managed to raise disdain and incompetence to a high art form). trouble is - i speak spanish and i understood every nasty word she said. what kind of company tolerates such people as 'front line' staff; or tolerates them at all? your manager lavern henry acted put upon and irritated that she even had to step outside of her office to deal with this problem her staff had created. despite the fact that hours were ticking away. finally, with no one offering to help connect the trailer to the my truck (this was my first time renting a trailer from uhaul and i needed help which i explained to the staff there repeatedly) i struggled to figure out how to do it myself. that's when i had the misfortune of running into a very angry acting george barthalomew another in a long line of nasty uhaul employees. i politely asked mr. barthalomew for help attaching the trailer to my truck, his outrageous response was to throw both hands in the air and shout at me: don't ask me for anything. it's not my problem. go inside. and tell them not to call my name. he then stalked away. to say my jaw dropped would be an understatement. for this i'm paying hundreds of dollars? this would sound laughable if every word weren't true - i only wish i had captured it on my camcorder to show the world how awful uhaul treated this customer. and if it happened to me - i'll bet it happens to a lot of customers who make the error of visiting this particular uhaul location in park slope brooklyn. with no help, and approaching over two hours of delay, finally i returned to inside the uhaul location and demanded they cancel my reservation and refund my money. that only triggered another round of incompetence and sour attitudes on the part of ms. henry and her staff - until finally your regional manager stepped in and offered me a 50% discount to prevent me from cancelling. i took the offer because i needed the trailer and was already running hours late with no idea where i might turn. finally - i ran into an employee at the location who actually seemed like he wanted to help customers. please make sure to promote him or give him a raise or something because he was the only person on the uhaul lot who acted like customers matter. his name was: mr. hazerole. he was the only one who seemed to care enough to try to help. i would also like to single out your customer service representative at your 800number, ms. hazel sylvester. she was a tremendous help in sorting through this nonsense. i'll never forget her name either - because i must have called her half a dozen times. i think even she was shocked at the sad sorry operation ms. henry is 'managing' at your location on 390 4th avenue in brooklyn. i have never written such a lengthy note to any company about their service - but i realize that's only because i have never had service so shockingly surly, unhelpful, and uncaring from any company i have ever dealt with. why you expect your customers to pay for the privilege of being treated like garbage is something i will never understand. this manager and her staff need to be severely reprimanded. they need to be retrained and monitored for the next year to verify that the retraining is working. and if not they should be fired. feel free to read ms. henry EVERY WORD of this message. if it were possible to sue a company for such brazenly nasty and incompetent service i surely would; but it's not possible. i'll say this - i will never call uhaul again to reserve so much as a cardboard box after this outrage. shame on laverne henry, shame on mr. barthalomew, shame on the rest of her staff (including ms. valentine and her nasty cracks she thinks customers can't hear) and shame on me if i ever step inside a uhaul outlet ever again. not only was i made several hours late, not only was i treated like garbage and paid for the privilege, not only was your manager among the worst professionals i have ever dealt with, i was also thoroughly disgusted and after reading this you should be too. now what do you plan to do about ms. henry and her lackluster staff? i'm leaving email and phone contact information below. please contact me without hesitation because i need to know at the highest levels this was dealth with. i will say all of the above to you directly on the phone or face to face if you'd like to schedule a meeting. it was truly outrageous and unacceptable what happened last thursday the 10th of april. a day i will never forget for all the wrong reasons. |
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