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U-Haul Hitch Installation Consumer Reviews - Page 2

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BAD SERVICE!!
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WOODS CROSS, UTAH -- I made an appointment at the U-Haul in Woods Cross to put a receiver hitch on my Jeep, and to have it wired for a boat trailer. The manager told me to be there at 10 am on Saturday. When I arrived I was told that the manager was bringing down my hitch. Funny, I had made my reservation a few days ago. Anyway they proceed to put on the hitch. They removed the spare tire and could not replace it because the components they placed were in the way (like they couldn't put them in another place). The wiring took forever (3 hours).

I assume they didn't really know what they were doing, and they didn't. Took it home, hooked it up to my boat trailer. Nothing, not lights, brakes, turn signals, absolutely nothing worked. I call them up, they suddenly don't have time for me. Then they tell me that they want me to bring my boat in. So they want me to drive my boat, no lights, no brakes, 15 miles so they can take a look at it. I say no. I keep calling trying to get a time to come in, they are always busy and don't return calls (wait, this gets better).

So I send an email to the corporate office outlining the story above. The complaint goes to the Woods Cross store, the manager calls me mad at ME! She is wondering what the problem is. I tell her it's been two weeks, I paid almost $400.00, and it doesn't work. She was mad that I complained. I told her all I want is to be refunded the labor for the wiring and I will go somewhere else. She said she will ask her boss. When she calls back, she said that I have to go to another U-Haul place, if she wired it wrong, there will be a reimbursement. I told her it's wired right, but not for my boat. So I told her I want to talk to her boss. She says call 1-800-Go-U-Haul (Hang on it still gets better).

I call, when a person answers, I ask "Are you a supervisor?" They say no, and put me back on hold. The next person that answers I ask the same question. They said you have to talk to the regional person in your state. They gave me the person's name and number. When I called that number I say, "Are you," and then her first and last name. She was mad that I had her name. She passed me on to someone else. This person said I need to go to another U-Haul shop.

After the way I'd been treated, WHY would I want to do that??!!! So there is nothing they can do for me. U-Haul does not think the customer is important. Here is a multi-million dollar company that would not give me $40.00 for a project they could not complete. I will NEVER use them again.

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U-Haul Hitch and Wiring Install Fail
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SALT LAKE CITY, UTAH -- I brought my Ford Escape in to get the hitch and wiring installed. Prior to installation I asked if everything was included in the price, he (U-Haul GM 2100 S SLC, UT) said yes everything excluding taxes, unless there is something else you want. I ask if there was anything else I would need. He said no. When I came back to pick up my vehicle I saw that the wiring and plug were nothing more than zip tied to my hitch, left dangling without a cap. I told them this wasn't acceptable and that I didn't think a custom hitch installation meant zip ties and a plug with no cap or mounting bracket...

They said I could buy the extra parts needed to FINISH THE JOB, but would have to come back the next day as their installer he had already left, turning my good experience into a bad one. They proceeded to charge me for the extra parts that should have been included in my quote or recommended prior to install. I had to go home and finish the installation myself that I had already paid someone else $300+ to do. I would not recommend U-Haul, they did an amateur job of installing and when my concerns were raised, they simply said "That's the standard install that everyone gets" and failed to address my concerns and satisfy me as a customer.

As a result this review will also be posted on several web forums. Anyone who thinks someone would be satisfied and willing to pay 300+ for a custom hitch and wiring install that would leave the plug dangling and uncovered from the rear of their vehicle, secured only by zip ties, is in my opinion, not fit to run a business.

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My U-Haul Quote Was BOGUS
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NATICK, MASSACHUSETTS -- I had 4 quotes from 4 different companies. I went with U-Haul because their ORIGINAL quote was reasonable and they were nearby. That was mistake #1. I spoke to a man on the phone that assured me REPEATEDLY that the quote of $290 was "All-Inclusive." I even went so far as to ask if that included tax. He agreed it did, so... I set up the appointment with him. (ALWAYS get it in writing FIRST = Mistake#2) I was told it would take 1 hour, which seemed appropriate according to my son who is a mechanic.

When I arrived a week later, the mechanic installed the hitch in a long drawn out process which entailed breaking my tail light. Now, of course he denied breaking the tail light. As a matter of fact, the broken tail light was not mentioned until AFTER the job was done. Then, to top it all off, they attempted to charge me $332 + which I balked about and then they reduced the final price to $302.59. Unfortunately I am left dealing with a broken tail light as well. Total cost = $651 +.

I tried to send them a review and their site did not recognize my "contract number!!!" Lots of calls and wasted time later, I finally spoke to someone who sent an email to me RE: making a complaint. TRAUMATIC... Ugh!

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U-Haul Quote Bogus
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BRUNSWICK, MAINE -- My husband and I checked this site before we decided to get a trailer hitch installed by U-Haul and we should have taken all the complaints we saw seriously! Here we are in Maine thinking the U-Haul here is probably a lot different than the U-Hauls in big cities...... Wrong! We got a price quote of $260 for a hitch installation and wiring for my Jeep Grand Cherokee. That seemed so reasonable that we decided not to have the hitch installed by the dealer who sold us our camper. So we got the hitch installed by U-Haul and I thought things went really smoothly. I couldn't understand why there were so many complaints about them on this site.

When I got home, my husband said that the plug wasn't right for our trailer (pop-up). I went back to U-Haul the next day and they said it would cost $150 more for the correct plug and wiring (to accommodate a camper with brakes)!!! In other words, the quote they gave us was completely wrong AND no one EVER asked what kind of camper we had or if it had brakes or anything that would seem to me to be important. We were stuck.

When I talked to the manager and told him I thought we got tricked into getting the initial hitch installed and then would be forced into paying $150 more, he said they hadn't done anything wrong and that they never ask if pop-ups have brakes. Duh!! We are disgusted by the whole experience and we're going to find a different way to fix this whole mess. Please, try to find another company to do your hitch installations!

Company Response 06/29/2010:

My name is Maria Palmisano and I am with U-Haul International. I first want to offer you my sincere apology for the inconvenience you experienced. Please be assured we strive for 100% satisfaction when trying to accommodate our customers needs. When quoting a rate for a hitch, we quote the price of the hitch installed. The wiring fee will depend on the type of wiring that needs to be done and is a separate charge than the hitch installation. I'm sorry the wiring was not discussed when you received the quote for the hitch and I realize you are stressing that we never asked what type of camper you were planning on towing, however, had the type of trailer been mentioned to our U-Haul Center at the time of the installation, I'm sure that issue could have been addressed. Again, I apologize for the inconvenience you experienced and also appreciate your feedback. I hope you will view my response objectively. If you have other concerns you can reach me at maria_palmisano@uhaul.com.

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This Company Is Awful!
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MADISON, WISCONSIN -- This company is so bad I don't know how they stay in business. June 16 I purchased a trailer hitch to be installed June 21. June 21 came and I was told it would have to be done the next day. June 22, same story. Same thing the next day, and the day after, and finally, on June 26, still with no trailer hitch, my husband called and cancelled. During this time I called the customer service number for U-Haul, waited 20 minutes only to have a "customer service" representative answer, then put me on hold for over an hour. I finally hung up, sent them an email requesting a call. No call was ever received. I sent a second email. Same thing.

They did send me an email asking me to call the toll-free customer service number (the one that had me on hold previously for over an hour). I did as they requested, and after another half-hour spoke with another customer service representative who said I needed to talk to the District Manager. I was transferred, spoke with the District Manager who claimed to be terribly busy, and took my number and asked if he could call me back. Of course he never did call back.

Luckily I paid for the hitch (they require pre-payment to order parts) with a credit card, so the return of my money will not be a problem. U-Haul's policy is that parts are not refundable, but in this case my credit card company will reverse the charges. My advice is if you decide to deal with this company, USE A CREDIT CARD. Do not pay cash. It would be your only recourse if this is an example of how they do business.

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Trailer Hitch
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ELSMERE, KENTUCKY -- Worst customer service ever. I took my Ford van there to get a trailer hitch installed. They said it would take about an hour. Two hours later they called me and said they couldn't get the previous hitch bolts off because they were so rusty, and that I would need to take my van somewhere to get them cut off. I got the bolts cut off at Midas (they said the bolts were not that rusty). I took the van back to U-Haul and the installation guy said he was not on the clock any longer and could not install the hitch, and he would not be in until 11 am the next day.

Must be nice to have a job that starts at 11 and gets off at 5 and if there is a bolt that's hard to get off, just tell the customer they need to take their vehicle somewhere else because they're incapable. Unbelievable!!

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U-Haul Hitch Installation
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2478 DRYDEN RD., MORAINE, OHIO -- After scheduling my installation job three times, they were always too busy to do the job when arriving with my car at the appointment time. They finally assigned an incompetent worker to install my hitch on a Buck Rendezvous. The job was supposed to take an hour. After two hours, they gave the car to me. The exhaust pipe touched the newly installed hitch and rattled loudly. I complained immediately. They stuffed a piece of rubber hose between the pipe and hutch to solve the problem. It did not work for long. I was out of time and took the car. They refuse to do the job properly be giving the proper clearance between the pipe and the hitch.

I took the car to Midas muffler and spent more money to fix the problem properly. U-Haul is completely incompetent and should be out of business.

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Service
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The first time I called and got info on hitches and the cost. I then obtained a used hitch. When I called the second time to get an appointment to have the hitch mounted, I got a quote from the service manager. My complaint is he was rude and overcharged me for the service rendered. The hitch was less than an 1/2 hour to install with no difficulties, the 2 service guys present agreed with me and that the quote given on the phone should have been adjusted for the service given. So for the half hour I should have been charged about $35, not the $48. I will not do business with this location again. The service manager was rude and gave bad customer service.

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Good Work
StarStarStarStarStarBy -
Rating: 5/51

MESA, ARIZONA -- Had a trailer hitch installed on my Toyota Tundra in Arizona and had no problems at all with the quality of product or service. When I moved to North Carolina, I rented the largest U-Haul trailer available; it and my truck were loaded! I couldn't have asked for a more trouble-free move, and the service on both ends was excellent. Now I am having a hitch installed on my Nissan Titan; I will be watching for and expecting the same great results. Maybe I've been lucky, or maybe people with good experiences don't post, I don't know!

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U-Haul Hitch Installation Rating:
Star Star Empty star Empty star Empty star
2.0 out of 5, based on 8 ratings and
19 reviews & complaints.
Contact Information:
U-Haul
2727 North Central Ave.
Phoenix, AZ 85004
800-789-3638 (ph)
602-263-6984 (fax)
www.uhaul.com
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