2112 Caldwell Blvd, Nampa, ID 83651, USA
Not resolved
Customer service
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Insurance Quality
Price Affordability
Product or Service Quality
Tracking Tool
Turnaround Time
Value for money

On 1/8/19 I went onto the U-haul site to purchase a trailer hitch and to have it installed. Though the website it allowed me to choose 1/8/19 as the install date, which was great as this was the one day I had off. After I had setup the 1/8/19 install date I had also promised to buy and pickup a trailer later that evening. The trailer was a great deal and would probably save me around $400. Shortly after setting up the deal on the trailer I received an email stating the install date would be on 1/14/19 at 3:00 p.m., this would not work as I needed to work that day and needed the hitch installed to pick up the trailer. Calling the local U-haul dod no good except they cancelled the installation and told me I would see the money back in my bank in 4 to 5 days.

I then called there corporate customer service and after waiting on hold for 10 minutes the person could not even find my order and as I was getting ready to give her the order number she hung up on me. I called back and asked to speak to a supervisor and was transferred to Nicole, again after a 10 to 15 minute hold. She apologized but could not get anything arranged to take care of the problem the same day, and while I was holding for her I called to folks on the trailer and told them I could not pick it up and they said, “another person cannot keep their word” and told me not to call back. I told Nicole that U-haul just cost me about $400 and that this was not acceptable, the only thing she could offer is to call the next day and get a reference number so I could call my bank and get the money back in my account faster. She said she could give me a deal at a later date if I worked something out.

Later in the morning I ordered a hitch online and it was to be delivered on 1/10/19. I then called Nicole back to see if she would honor saying she would give me a deal, and have it on just the installation. She gave me a quote of $60 and then when I told her the original quote with their hitch was $35 she started to back pedal and after placing me on hold she said they could do the install for $35. I told her that this is not a deal, it is still what I was quoted before, and she stated there is nothing she can do.

I will never do business with U-haul again. I spent a good portion of my day trying to get them to make things right and they still cannot seem to help their customers. I have done business with U-haul for a lot of years and even with other problems I had still given them other chances. They will never have my business again and I hope they get their website fixed so people do not expect things by a certain date that they cannot deliver on.

Product or Service Mentioned: Uhaul Trailer Hitch Installation.

Reason of review: Poor customer service.

Monetary Loss: $400.

Preferred solution: Let the company propose a solution.

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