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  • Took my vehicle here because of a bad hitch installation job that was done in San Antonio. I called, made an appointment and came in. We get there stating that we have an appointment and the lady goes to find the technician. She advised us to step outside to greet the tech. He looked downright bothered to assist us. He looked at his phone, I assume to view the time and yes sir we were on time, and huffed. The lady then said to go back inside and he'll be with us shortly. We sat down in the waiting area and then noticed someone was out front looking at my car. So my fiancĂ© and I walk out to greet them. Another tech and the general manager were inspecting the hitch, thanks for saying hello folks and letting us tell you what our concerns are. My fiancĂ© climbed under the car with the tech to explain our concerns. We went back in with the gm where she says "yeah they shouldn't have trimmed the heat shield on the vehicle without your consent" and "contact repwest, our insurance, to file a claim and they'll take care of it." I get a couple weeks later that the claim was denied because of the statements acquired from the GM at that location, Sabrina. I called to speak with her and she didn't know what my next step should be. Repwest told me to call her and she told me to call Repwest. What a runaround. I asked if there was a number to corporate to talk to. She didn't know. I asked if I need to speak with someone higher up, she didn't know. She said she's never dealt with a denied claim before and didn't know what to do. I told her well today will be the day that she'll have to learn but she just said she had no recommendations. What kind of crappy general manager is that? There's always a customer service process and hierarchy. "I don't know" just doesn't cut it. Word of advice... Never ever have a hitch installed at uhaul. When they mess up they will do everything they can to avoid fixing it. It's been the worst experience of my life dealing with them and their insurance company for over 2 months straight.
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