U-Haul Neighborhood Dealer

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CLOSED NOW - Opens at 9:00am

I experienced some of the poorest customer service at this location (Hummingbird Auto Glass 011334, 3916 S. Coast Hwy, Newport, OR 97366) than I can remember receiving in a long time. I should have known something was amiss when I overheard the couple before me arguing with the employee on duty that day. The employee looked about 13 years old and acted incredibly rudely. I had made reservations for a local move over the phone and was told it would be $29.99 plus 9 cents per additional mile. When I arrived, the reservations were incorrect and had me going out of town to a city several hours away. When I told the employee that the reservations were incorrect, he replied, “Well why did you enter it in like that, then?” I repeated that I placed my reservation over the phone, not online, and that someone who worked there entered them in for me. He implied that I was a liar and told me “that’s not what it says on the screen” even though all of the information entered had been incorrect. The customer service went downhill from there. He continued to speak shortly and rudely with me throughout the duration of conversation as if it was a serious annoyance for him to perform the duties of his position. When I asked if I could add on a length of rope to my order, he rolled his eyes and groaned as if I had seriously put him out by asking him to conduct his job and sell me something.

When he gave me the total it was way, way higher than the estimate provided over the phone. When I inquired about the difference, he told me it was a dollar per mile on top of the rental fee. When I said that the guy told me it was 9 cents over the phone, the employee scoffed and blurted condescendingly, “It’s never been 9 cents!” When I tried to explain again about the phone reservation, he accused me of changing my story and trying to scam him. Unbelievable! I would have walked away, but I had plans for the truck that day that I had to keep.



The equipment was clean and operated fine, but returning it was just as unpleasant as picking the truck up. We were advised to fill up the truck to “3/4 of a tank” of gas, which I did minutes before returning the truck with a gas receipt to prove it. However, the employee told me that I hadn’t filled it up enough and that he was going to charge me over $7 for the difference. When I tried to argue that “3/4 of a tank” is fairly subjective and that I had just put gas in it to the ¾ line, he started getting belligerent with me. When I expressed my clear frustration over the whole experience and his complete lack of customer service, he just shrugged with a smile on his face and not even an attempt to apologize or soothe over the situation. On top of all that, when he finally went to ring me up he had the audacity to ask me if my card would get declined. I was beside myself with anger.



This U-Haul rental location appears to be family operated since it is conjoined with a private residence and two other small businesses. I am guessing that the kid working the counter that morning is the child of the parent owners. If so, they need to have a long talk with their son over how to conduct proper customer service. There was absolutely no call for him to treat me or any other paying customer so rudely regardless of who is “right” and who is “wrong.” I am a small business owner myself and if I treated my clients like that, I would be out of business rather quickly. Based on this experience, I find it highly doubtful that I will ever do business again with U-Haul again, and if so, it for sure won’t be at this location. I would rather build my own moving truck out of spare parts and bubble gum before giving this location another penny of my business.