I had an absolutely horrible experience with this location, but part of my problem is with the U-Haul process as a whole. It worked out in the end, but it was long and frustrating road, I'll start from the beginning:
First, my hitch installation appointment was booked on 18 July for the following day, a Sunday. I also attempted to schedule a trailor pick-up on Sunday following my hitch installation. This is where my problems started.
The trailer pick-up date was actually set for 18 July at 3 p.m. Which had already passed by the time I was setting the appointment. I set the appointments with Allison Duval, who was extremely courteous and very helpful. I believe this was a genuinely honest mistake, so no harm no foul here. The big issue occurred when I received a call on Sunday 30 minutes prior to my hitch installation appointment notifying me that the location did not have a hitch pro available on Sundays to do the work. Why exactly would anyone allow an appointment to be set if the location could not follow through on the work??
The employee that called to let me know the work could not be done was Christopher (I believe his last name was Fuentes, not 100% sure though), he was also very helpful and was the only person (out of the two I spoke with at the location, more on this later) that seemed like he wanted to help resolve the issue. He was very professional even as my frustration started to build. Unfortunately, I cannot say as much regarding "the boss", as Christopher put it. As it became clear that Christopher's efforts probably wouldn't solve the issue, I asked to speak with a manager and was directed to Joseph Kowalski.
During our conversation, Joseph continually told me I did not have an appointment, which made me very upset (if I didn't have an appointment, why the need to call and tell me you wouldn't be able to do the work??). During my conversation with Joseph I admittedly let some curse words fly (imagine my frustration at this point...), Joseph proceeded to tell me that "he would not be cursed at and was through talking to me", at which point he abruptly hung up. I returned to Chris to continue trying to resolve the problem. Chris called the Winter Park location, pulled some strings and got me set up to get my hitch installed there.
Eduardo Gonzalez installed my hitch for me in Winter Park and he was awesome, as was Michael Shores, the G.M. Both understood my frustrations and went the extra mile to resolve them. However, by this point the damage was done. I had driven 73 miles (one-way, 146 total), on my own dime, to resolve an issue that U-Haul caused. For this reason I would like to be reimbursed for the cost incurred in gasoline for this mileage, $65. I believe this is a small price to pay in return for the issues I encountered.
All in all I would like to thank Chris from Melbourne as well as Eduardo and Michael from Winter Park. However, my experience with Joseph is almost enough to make me never