I rented a cargo van from these guys a couple of weeks ago. Although they do have great prices, my experience with them when contesting a charge was terrible.
The manner in which I was treated as a customer with a complaint was deplorable. Let's not even start with how many times I had to call even to talk to someone because on the first instance I was sent right to a voicemail box. I was "yelled" at, talked over, told it was "my fault", at one point they dropped the phone on me, and they lead me in circles about where their boss was. One minute he was in a meeting, the next he had already gone home, at 2pm. When I tried to leave a voicemail for their boss, his mailbox was full. They don't take criticism well, and they love to talk over you while you are trying to talk. They claimed they lead me through the process but they didn't, the communication throughout my entire process with them was very poor. Although their rates are good, I won't use them again as the manner in which they deal with someone who contests a charge is like dealing with a toddler having a tantrum and stomps their feet and insists that they are right. So I will take my business back to UHaul even though they are more expensive. UHaul are polite, clear with every step of the process and they treat you like a person. I have never felt so belittled by a company than I have with Action Auto. I understand that their hearts may be in the right place with trying to help and provide great rates, but no one is perfect, and the flaws here relate to their inability to handle unhappy customers. It isn't 1 star because I do believe they want to help, but they really need to rethink or take classes on how to deal with unsatisfied customers or they will see their sales fall. I will NEVER use them again.
In regards to their response. I did not receive a call from their Boss as promised, and as far as interjection, I was barely able to start my story. Having a phone put down on you is just bad manners, and my whole point to this, was that their processes were not clear even if they claim that they were. The communication was very poor, I wasn't previously told of their security deposit amount, and after I dropped the van off, I never received any notification of an additional charge. To be told "the van is out there" and have a finger pointed out the window to indicate it's location is not professional, there was no mileage check and no vehicle check prior to me getting in. The "animal hair" was due to my pet jumping in and investigating and was miniscule. I actually did clean the cabin before I returned it as my 4 year old had dropped some items in there so I know for a fact that whatever hair there was in there was not noticeable at all. If it was significant, I would have gone and vacuumed it, but if they find even one hair, you'll get a $100 charge. My opinion still stands that I won't use Action Auto ever again and will let people know not to use them as that how much I have been appalled with how defensive and rude they get when their practices are questioned. read more
