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Original Comment I'd like to share my incredibly frustrating experience with U-Haul this morning - 7/17/13. Over a week ago, I made a reservation to have tow hitch installed on my vehile in preparation to haul kids bikes for a mini vacation. I was verbally given time to be at the outlet and was told I could wait for the vehicle as the install would be around 1/2 an hour. Additionally, I was sent an emailed confirmation with pricing, service date and time and a list of all parts, prices etc. I arrived on time only to be told by the counter gal that she didn't have anyone there that could install my parts until the afternoon. I showed her my confirmation with date and time and she informed me "oh, yeah, corporate schedules the appts all the time, but they don't know what our technicians hours even are." I could come back 5 hours later to have the parts installed if I wished. Well, I'd taken the time off work to specifically be there at 9 AM and wait for my vehicle as I was told I could. I left very disappointed. My disappointment grew 10 fold however when I actually tried calling corporate customer service to get some answers. I was told the following: "we don't show a reservation for you." I gave them the contract # from the confirmation and it was "oh, there you are." Next the response was, "perhaps someone called in sick in the morning." I informed her, according to the local employee, "she never has anyone there that early to perform installations." I then asked to be transfered to someone higher up only to be put on hold for over 20 minutes before I finally hung up. She did ask me though why I "just didn't go back in the afternoon." I called back again, immediately, reached another customer service person and asked to speak to someone in a supervisory position. I was told to call a # in Seattle. I did that, only to be told by that customer service person that although they were sorry, there was nothing she could do other than file a complaint. I didn't want to complain - I wanted to explain and be speak with someone who could provide a solution and make me feel like my input and failed experience mattered. I told her a computor filed complaint didn't work for me and I wanted to actually speak to someone in management. Apparently U-Haul has no acting managers as she said her hands were tied and all she could do was lodge a complain into her "system" on my behalf. I asked how long it would take for someone to call me and she said usually 48 hours. Ironically, we're supposed to be on our mini vacation in the next 48 hours. I guess what pisses me off the most is that no one really cared. I got the courtesy, "I'm sorry", but not one person I spoke with and I spoke with at least a dozen people, really took an interest in my concern. Not just the fact that my hitch isn't installed, but a bigger, systematic problem where the right hand (corporate) didn't know what the left hand (U-Haul service center) was doing. When a customer service person, supposedly as high up as where I got to, couldn't put me in contanct with someone who could actually help me resolve an issue and perhaps realize the "bigger" problem - there is a system fault within their company that no one seems to be concerned with. So how big is U-Haul as a company? I don't know. I imagine them to be huge. I imagine them being able to have working internal systems for handling issues, customer service or otherwise. I imagine them actually caring that a customer had a poor experience. I guess not. I wonder what kind of comments I get from my over 800 Face book friends.

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