The bike rack came with not such good instructions, and the trailer hitch, set up in Champaign, IL, was the wrong size, so, on vacation, I had to drive 30 miles to Muskegon MI where the guys at U-Haul couldn't have been more helpful with both the hitch and the bike rack. The rack itself has many too-long straps which must be tied every which way and it took three of us (two employees in Muskegon and me) to finally figure out how to load this and not scratch the back window of my Suburu Forrester. Everything leading up to this moment of finally getting it installed (including the Champaign IL U-Haul giving me the wrong trailer hitch) was difficult. The rubber clamps on the bike rack for three bikes were so tight and difficult to work on that all of us thought about giving up. So the rack is finally working, but it's been a struggle, with the heroes in Muskegon finally figuring out the whole thing.