Under-staffed
On sat 22/03/2025 I picked up a van in the evening. I have rented a van several times from Adrem before which went smooth, however, this experience was really chaotic. There was one person at the desk who was serving a long line of customers. He went a bit into panic mode and started forgetting things and loosing track of things. I was told to wait until the van I rented arrived. After 15 minutes if I did not interrupt him and ask myself, I would have had to wait another 30 minutes until the person at the desk even remembered I was waiting. I also explicitly asked for a moving trolley to be added to my account, which once I collected the moving trolley I was told that I need to pay extra for it as it was not added to my account. In the end I was "allowed" to take it, even though I explicitly ordered it. When wanting to drive out of the parking area I was blocked off by badly parked vans and had to wait 10-minutes. I seriously considered just driving over the pavement as there was no chance of asking any one of the staff that were running around because they were super stressed. Eventually, someone moved a van for me so I could leave. The entire process took almost 40 minutes to simply pick up a van that I already pre-paid the deposit online. It should have taken no-longer than 5 minutes. I usually give a 5-star rating however this experience does not deserve that. - The main problem was that there was not enough staff. The two staff members that I say working did well to not completely crack under the pressure.
