November 2017 by William T.
POTENTIAL CUSTOMERS BEWARE!!! PLEASE READ BEFORE COMMITTING TO THIS DEALER. We came here to rent a truck to move into our new apartment. It was one of the worst decisions ever. My wife called for a pick up the day of and once we got to the place, there seems to be a lot of confusion. Joann said they didn't have our order and told us to call back to get confirmation. Joann creates an order for a one way move and did not specify that this order will be more costly. We see this order and questioned the charge but couldn't get a straight response and didn't seem to know the answer. While my wife spoke to someone named Alicia to get clarification on the order from the night of, Alicia mentions that the order isn't really going to be that costly and that it was only an estimate. Also that the charge is a deposit of $85 and that we would get this back. They also said we don't have to drop back the truck to them and that we can drop it off to another location. When we finished our move, we dropped it off to the nearest dealer as suggested. Fortunately, we asked the dealer about the charge and explained our situation. He was really helpful and explained that they set us up for a one way move and not an in-town move. He also tried to help us resolve the issue in the system before we returned the truck back to the El Monte Storage location. When we returned and dropped off the truck, Joann had tried to avoid adjusting our order until we mentioned that we spoke to the area manager Mike. After 30 min, they were able to give us a credit for the right charge. Later in the evening, I noticed that we got double charged for the initial order. So, this time I gave the area manager Mike a call. As I spoke to him, it came clear that he wanted to avoid responsibility and accountability as much as possible. This is based on 1) When I asked him about the double charge, he wasn't able to see the charges because he said he needed my credit card number and without it there is no way to look at it. At that point, I said if there's not a way to resolve this, then I would have to unfortunately get the bank involved for possible fraud since I did notify him. 2) Mike suddenly figures out that there is something else that he can do and that he can see the charges now. However, he says he can not do anything about it and that if I wanted it to be resolved, I must talk to the bank myself with an authorization code he provided. I asked him why could he not call the bank and resolve this issue for me since it is the merchant that double charged me. It does not make sense for me to fix the mistakes they made. He goes on and tells me he couldn't do this because they haven't collected payment on it and that he will have to call Monday and have the credit department handle it. At this point, I told him he's not being helpful. 3) He disagrees with me and argues that he is trying to help. His points were that if he wasn't helpful that he would just hang up on me and he could of easily let me go. He said he took the time to take my call and that he's been on the phone with me for more than 30 min when it is really his fault that the conversation took that long. I simply called to get a double charge cleared and he took every opportunity to try to get around it. He said he's been in customer service for 10 years to try to imply that that he knows what he's doing. 4) He assures me that my issue will be resolved today, Nov 20, 2017 and that I didn't have to worry about it anymore. This morning he calls and leaves a vmail for my wife saying that he couldn't take care of the problem and that we will have to reach out to the bank ourselves. 5) When I brought up the situation that occurred at the site, his argument was that he wasn't there and could not take sides on what happened. He gave a blanket statement so that no one has to take any responsibility. Based on the things he said, it gives me the sense of how this particular location
