This is in response to a survey question asking me if I would share my Edison U-Haul hitch installation experience with a friend. Well friends - here it is.
While my hitch was scheduled for a convenient time, the hitch was not available when I showed up (after leaving work early) for the installation. I was told that the hitch would be overnighted and I could schedule a new appointment. When I arrived for the new appointment (left work early again), I was told that there was no one there to install it oh and by the way there was a meeting going on upstairs with the regional managers. While in the show room, I called customer service to complain about all the chiefs upstairs and no one downstairs to honor the installation appointment. Customer service actually connected me to one of the people attending the meeting taking place upstairs, I am, told the hitch will be installed. I was told that the person behind the counter would install the hitch. 25 minutes later, he cannot find the hitch. Later I am told that the hitch was found. When he attempts to install it, he sees that it is the wrong hitch. He calls other locations and no one has the hitch. Eventually the hitch is found and it may have been there when I showed up for the original appointment. Another 25 minutes pass and I am told that the hardware for the hitch can't be found. The plan was to overnight the hardware. I am told that my car would be driven to the front for me to pick up. At that point, one of the regional managers asks me "where are you going", we are ready to install the hitch for my Civic. Great. An hour later, the installer walks in to the showroom and tells me "two bolts two go". (I've been there for two hours). 30 minutes later, the car is brought out front and my muffler is dangling. The installer sees it and say's "I have to make an adjustment". Keep in mind, the installer claims to have installed hundreds of hitches. An hour later and my car is ready. Over three hours for a 30 minute installation! But wait there's more. The installer cannot close out my account (zero balance, actually they owed me $0.15 ) he said he would do so the next day and email the receipt to me. After two days waiting and no receipt I call the location and explain that I am waiting for the receipt. The woman that answered the phone said that it would be taken care of immediately. She said she would make sure it was done. Guess what - no receipt. Next day I call corporate and ask them to send me the receipt. They connect me to the store and a man says that he will email it to me. I asked him to make sure that it is closed out because there was zero balance due. He said he would. I receive an email. Guess what - no receipt but a copy of my original confirmation (which U-Haul did not honor). I call back, get routed to Arizona and ask to get connected to the Edison NJ's General Manager. I finally get some one that said he could help me. He said he would call me back in 15-20 minutes. True to his word he calls me back and emails me the receipt. All is good, right? - not quite. Three hours later, I get a call from a person that identified himself as Kevin from U-Haul. He said he calling me to tell me that my request to have the overage in miles eliminated was approved and that I would receive a refund. I ask him to repeat himself and he does. I asked him if he had a clue to why he was calling me he said "yes" and repeated that I would receive a refund due to the overcharge. I suggested that he double check his reason for calling me , he repeats the reason again and then I tell him that I did not rent anything from U-Haul and he hangs up.
So the question is : Would I recommend this U-Haul installation facility to my friends? - What do you think?
I wish there was a way to rate negative stars read more
