U-Haul Moving & Storage of Palm Bay

I went onsite to order a hitch install. wait time was ridiculous, 30+ minutes just to talk to someone, but they were busy that day. Was able to order a hitch and complete install same day since they had the parts and availability. Left the car to come back when complete. They took the vehicle off the rack and never called to pick up, the parts were missing from the stock (it happens). My issue is they were supposed to call and never did.

A few weeks later I receive a text about a reservation 30 minutes from the text. I assumed they received the correct parts. Tried to call and kept getting stuck in the phone tree.

I was able to call and reach someone a few days later, kept getting stuck in phone tree/reverted back to options every time I tried to select 5 for hitch. This is a tactic companies are being sued over to force personnel to online chats. Once I finally figured a way to speak with someone, found they scheduled me again for another day/time without my knowledge. I begrudgingly worked with the schedule. My husband showed up 30 minutes early, waited in line for 30 minutes, was told they are an hour behind and it would take 3-4 hours, when the previous appointment said it would only be about 1.5-2 hour install. He sat at the location, and found out after an hour they still hadn't started the car, then after about 3 hours they said they couldn't even get the hitch on without cutting my bumper. Of course we declined, they said they would have it off the rack in 20 minutes, and an hour later my husband had to walk back there wondering why the car wasn't off the rack.

forward a few days, got new tires, the tire is rubbing b/c they didn't even screw my bumper back on all the way!

cancelling the order. We have now 8 hours and still no hitch in this process. Very disappointed in U-Haul and their customer service at this location. Communication is not their priority. Crappy service and multiple issues that I now have to fix and find alternatives.

the one day a week I have off to move my niece into her home. She reserved a uhaul box truck in advance. She goes to pick it up and they rented it to someone else.

02/26/2025
11:55 AM
Rude customer service even they change employees but always rude customer service will never go back

I was originally going to put a low score because they didn't call me to let me know that the part wasn't in. So I drove there for nothing, Fortunately, the part was coming in later, so I made an appointment for the next day. In fact, he called me in earlier. I drove there and luckily I didn't leave, because the installer told me that only the wiring was there, but the hitch was not. OH Brother. This was a Friday. I guess we had a misunderstanding, because when I called on Monday to see if it came in, it had been cancelled!!! I was peaved!!! He ordered it again, however, now I had to wait another week. I spoke to the manager and she was very apologetic and gave me a discount. On Sunday, I called to see if it came in and yes it did. On Monday, I took the car in and nearly 15 minutes after I got home, I get a call, I was like, oh no what could it be. Much to my surprise, it was all done!! I was like wow that is fast!! I am very happy!!