U-Haul Complaint - customer service
NORFOLK, NEBRASKA -- I bought a U-Haul ball connector from my local U-Haul dealer. It was defective, lacking the appropriate pin to connect it to the receiver. This fact was known to the dealer and me at the time of purchase, but I was in a hurry, and the dealer had no other unit on his shelf. So I bought the defective item and connected it to the receiver with a bolt (not recommended if you're towing a large trailer). I figured I could simply call U-Haul and they would ship me a replacement for the defective part. Boy was I wrong.
I called the 1-800 number listed at the U-Haul website and tried to get the incredibly unhelpful people at customer service to simply tell me what to do to get a replacement for the defective product. I was hung up on twice. They even refused, upon defeating me in these phone calls, to allow me to talk to a supervisor. I finally located the regional office and got ahold of a person who promised to remedy the problem. Two weeks later, though, I've still not received a replacement part.
I called the U-Haul head office in Phoenix and explained all this, because clearly this mean behavior bespeaks a corporate attitude and is NOT reflective upon a single individual. Corporate took my information and promised to follow up. I told Corporate that the creation of this public complaint was dependent upon their doing so appropriately and timely.
From this missive, you can guess that I've heard nothing whatsoever from U-Haul. I've had a lengthy conversation with my local U-Haul dealer. He confirms this is SOP for the company.