U Haul

Bad experience throughout. I initially stopped by for a quote, then my wife made the appointment, and took car in approx 7 days later. Price charged was approx $60 higher, she had no knowledge of the original quote so did not protest. I had discarded the quote sheet, who would think they would do this, cannot prove anything, so let it go. But I was not happy. Then approx 4 months later I notice a wire under the car dragging on ground. Investigation reveals that U-Haul ran a power cable from battery, all the way back under the car, to the hitch. This is a 2013 Subaru Outback designed for off-road, there are no wires or lines of any type exposed underneath, everything is behind protective sheathing, so nothing gets snagged or damaged. Nonetheless they ran this wire, totally unprotected, not secured anywhere but very front and very back, under the car, with enough slack that a foot or more of wire was dragging on ground. This cable included a fuse which I pulled, to avoid electrical system damage (or worse) from a short, as wire insulation was totally worn off, and such a cable would carry a significant current. I had previously considered doing the wiring myself, and had investigated the parts on etrailer.com (major seller of all towing equipment, racks, etc). I ascertained that a $35 kit was available that simply plugged into the factory wiring, at a junction provided by Subaru for this purpose, and that hookup included the power. In fact there were 5 such products to select from, this was the highest rated. I also learned that such a configuration was not unique to Subaru, but was fairly common in other makes. Since I had health issues at that time, I elected to have U-Haul do the job, thinking they'd certainly do it correctly, they do have a very large sign stating "Custom Hitches Installed". After seeing the dragging wire, and not really understanding why an install would be done this way, I wrote to etrailer.com asking for more detailed info, to be sure I had my facts straight. Their answer is that I sure did, and they offered to send the U-Haul shop information on the right way to run power cables, when you do have to run them you certainly secure them, and as much as possible you protect them. So I go to U-Haul, show them the wire, and ask them to redo the work, correctly. The guy there initially stated it was not possible to do the wiring w/o the cable off the battery. After some discussion, he looked on his computer, made a few calls, and conceded that this kit did exist and he had access to it. But it would 'cost extra'. Then he called his manager, Pam, on his speakerphone. Pam initially refused to do it over. She repeatedly insisted that no wiring kit existed that did not require a cable off the battery, when her own employee stated he had in fact located such a kit, she kept telling him he was wrong. He very patiently convinced her otherwise. Then she said they would do it, if I paid for this kit up front, then paid the labor. When I asked to have the amount paid initially for the defective install applied, she acted as if I was crazy, and flatly refused. She stated that the way it was done was perfectly fine. I asked her how she could expect me to be satisfied when I had a foot of wire dragging on the ground. How could it be any more unprofessional? She just restated that I would pay for everything if I wanted it redone. The guy did eventually offer to 'fix' the dragging wire. Having zero faith that anything would be done in any quality manner at this place, I simply declined - I'll cut my losses, and do it myself. I've already ordered this kit, it has 260 reviews, mostly 5 star, and it appears that it will take maybe 45 minutes of easy work. The bottom line is, this was $40+ thrown away on a wiring setup which is worthless, on top of a $60 price change in less than a week. Not to mention the aggravation and just-short-of insults from the manager. And a manager that responds as if I am crazy for not wanting an unprotected power wire dangling beneath my new car when the factory has made it unnecessary. And after totally fouling up the install, does not even think to maybe apologize for it. And I still need to get the actual hitch evaluated by someone knowledgeable, because for some reason, I do not trust that either, and a defective install there can get people killed. Do not ever let these people touch your car.

Excellent. They were very professional. We were just moving a few things but needed a truck because the items were large. The truck rental was only 19.95 for half day and mileage was a reasonable 67cents/mi. We also rented moving pads and they gave us a free wardrobe box under their recycling program. We had to change the pick up day on the day of and they were very accomodating. The equipment was in very good condition and all the staff was very professional. Overall an exceptional value and service. We would use them again!