Never ending disappointment: Uhaul...
July 18th – we arrived at the appointed time of 7am only to be told the job would be divided into two parts – the experienced installer would not be in till 11 am. When the truck was pulled out to the parking lot for our inspection we immediately noticed 3 things:
1. The tail light was loose and sticking out
2. There was greasing hand prints along the bumper and door frames
3. Upon further inspection, we discovered scratches under the tail light when the installer did not bother the protect the surface – he allowed the light to swing and sway all over the surface and there is a small indentation from the point of the light assembling.
The young lady behind the counter said she could not see any scratches. An older man appeared and also declared there were no scratches in a very aggressive and rude manner. When we asked the young lady who he was, she told us he was just another employee.
Time was now 8:30 so we paid for the work completed and went for coffee but had to return as we noticed we were charged for the 7 pin assembly which of course was not installed.
As it was close to 11am, we waited for the chief installer. And waited. And waited. He did not arrive till 12:30. We spoke with him, expressing our concern about how the wiring was istalled so far and the scratches. He took the truck back into his work area and improved the installation that his junior had done earlier.
He pulled the truck back out for our inspection and told us that he could not complete the electronic brake or 7 pin installation. He had me look in our owners manual for instructions while I think he searched the web for more information. He also indicated that he had 3 other jobs lined up and could not install the rest of the job due to time restraint and the complexity of the job.
We were given the Managers contact information but he was unavailable as he was attending a Regional meeting. We sent him an email outlining the above.
Our calls to customer service resulted in another appointment to install the brakes and 7 pin but at the Kennedy Road location for 7am the next day.
July 19th – the man at the Kennedy location was surprised to see us when we arrived at 7am. He did not have an installer till 3pm AND they don’t install brakes there – not qualified.
We sent Mr. Mclean a followup email that included photos. The photos including his staff assembling the tail light without protecting the surface and the quote to buff the surface. We spoke with Everton Mclean and made arrangements for him to inspect the damage the following morning.
July 20th – we were unable to meet with Mr. McLean as there was a tremendous rain storm that lasted till the early afternoon. We had left him a message but Mr. McLean would later say he had not received that message.
July 23rd – Mr. McLean was not returning our phone calls so we sent an email that included an invite to view the damage at the body shop just around the corner from him. He did not visit the body shop nor replied to our phone calls and emails.
July 26th – the remaining work is completed by Action car and truck. They advised me that the wiring that Uhaul did do was sub-standard. At one point the wire is rubbing against a moving shock and another attached to a moving part of the frame. Their quote to correct the wring is approx. $100.
We also contacted customer service and were provided a reference number (1471513) and assurance that the Regional Manager will be contacting us in 48 hours.
July 28th – sent a timeline and quote from Action truck and van to fix the wiring.
Sep 10th – no response either by email or phone call. Requested a claim number.
Oct 22 – had a need to rent a trailer and we went to the Kingston location. After hooking up the trailer we tested the lights. There was no response. After checking the obvious, we crouched down under the truck and discovered that the line was severed from obvious wear due to poor installation. The Manager at the Kingston location, Clay, removed the broken line and installed a new one but he invited us back so that he could do it properly. He noted that the line was even placed so that it was rubbing against the spring – a moving part.
July 18th – we arrived at the appointed time of 7am only to be told the job would be divided into two parts – the experienced installer would not be in till 11 am. When the truck was pulled out to the parking lot for our inspection we immediately noticed 3 things:
1. The tail light was loose and sticking out
2. There was greasing hand prints along the bumper and door frames
3. Upon further inspection, we discovered scratches under the tail light when the installer did not bother the protect the surface – he allowed the light to swing and sway all over the surface and there is a small indentation from the point of the light assembling.
The young lady behind the counter said she could not see any scratches. An older man appeared and also declared there were no scratches in a very aggressive and rude manner. When we asked the young lady who he was, she told us he was just another employee.
Time was now 8:30 so we paid for the work completed and went...