Complaint Review: Steven and Kathy Wagner

On Thursday September 19 2013 at 8 a.m. my wife took her new Honda Civic to the U-Haul located at Hwy 78 @ Hewatt road in Snellville Georgia to have a reciever and bike rack installed. She was told the car would be ready in 2 hours. At 11 it was not ready. At 1p.m. it was not ready. At 3 she went to the U-Haul to see what was going on, after several phone calls were not answered. She found a large gouge in the air dam under the bumper and the unit was still not installed. She called me crying about the gouge, so I drove to the place myself. I get there and see the "techs" put a hitch into the receiver and begin to beat it with a hammer trying to force it in. When I yell at the guy to stop he proceeds to verbally abuse me and says "you want me to just take this off"?

I called the Atlanta regional office and spoke with the DM about this and all she can say is to get it looked at, send her the documentation and she'll get back to me. Okay good answer...she also got on the manager (Julio Maldanado) about his unprofessional response to me. Again, good answer.

So, my wife goes to get the car at 6, because she gets a call that the car is ready. Lo and behold they're just finishing when she arrives. I instructed her to have the manager "walk" the car with her and note any and all damage. He proceeds to yell at her that they didn't do that (with regards to the hammer marks on the rear bumper and the dent in the gas tank). He then walks away from her and into the store; then proceeds to verbally abuse her more...right in front of his own wife and the other employees. When my defends herself as being a paying customer who expects them to meet their promise and return her vehicle the way they got it, another employee harrasses her verbally.

I will be calling U-Hauls main office again tomorrow and speaking to the next higher up. 304.00 for this.