July 2023 by Kyle G.
I had a reservation for a Hitch install on my 2022 Hyundai Tucson on July 5, 2023. It was paid in full. An hour and a half before my appointment I received a call from the general manager that they did not have the bolts for the hitch. They would get them in but I had to reschedule. Not convenient but things happen. Today, July 14, 2023 I had my new appointment at 9am to get the hitch installed. We're leaving on vacation today and I had to have the hitch so we could take our bikes with us. I drove over an hour to get there only to be told they still don't have the bolts and would have to order them. The manager was not there so I did not go off on the installer as it was not his fault, but I did cancel the install and had the payment in full refunded to me. Now my vacation plans to use our new bikes is shot. I called U-haul corporate but that's useless. Online chat was next to useless. They started a formal complaint that will take 3 business days to respond. The measure of a businesses customer service isn't just when things go right, but what do they do when things go wrong. Taking a sorry, not my problem approach speaks volumes about how little they care.
