Shoddy U-Haul hitch install

Friday I had a heavier trailer hitch installed on my 1991 Suburban. My factory hitch was rated at 4000 pounds dead tow and 9500 weight distributing. U-Haul listed a 10000 pounds dead tow and 12000 weight distributing hitch on their site, so I ordered it and waited a week for it to come in. Friday rolls around and I get a call from U-Haul saying their was an issue with the booking because they thought I was coming in Saturday when I scheduled the install for Friday. They agreed to let me come in and get it installed.

So I drop it off and wait for the install to be done. They didn't tell me there was a charge to remove my old hitch and tacked on an extra half-hour of labor to remove the hitch. I pay and walk out to the truck and check out the sticker on the hitch. It says 7500 pounds dead tow and 10000 weight distributing. What? I went round and round with the manager stating I never would have ordered a 10000 pound hitch when I already had a 9500. She kept arguing that the hitch was 10000/12000 despite what the sticker said and pulled up the specs on her computer. Well ma'am, I'm not arguing about the specs on the computer, but rather the label on the hitch from the hitch manufacturer. Later in the day I called Draw-Tite, the hitch manufacturer and learned that over that hitch's life, it was re-rated a couple times to a higher rating and I must have one that has a label before it was re-rated. So, I know I'm good for 10000/12000, the hitch label just doesn't agree.

I went back outside to take a picture of the tag to show her since she had no inclination to go outside to see it herself. When I did that, I took a peek under the truck. While the installation instructions from the manufacturer clearly call for 8 bolts into the frame, the installer only used 4, and they were the 4 that were already there for the factory hitch. So, back inside I march to inform her that the tech only installed it with 4 bolts rather than 8. She replies that it's U-Haul's policy to not drill holes in customers' vehicles. OK...let's get this straight...it's U-Haul's policy to install hitches not to manufacturer specifications? What if I didn't know to check your work and slapped a trailer on the hitch and while driving down the road the hitch falls off? You better believe I'm suing over an improper install.

She then tells me that the installer can drill the frame to put the other 4 bolts in, but I declined. If your U-Haul tech couldn't be bothered to install the hitch the right way in the first place, I'm not gonna let you touch the truck again and possibly drill through my fuel tank or something. I asked for the rest of the install hardware and left. When I got home and inspected the hardware, I'm not sure I got all of the install hardware; I think I'm missing a couple parts.

Friday I placed a call into U-Haul corporate to lodge my complaint with them. The customer service rep said that I should be getting a call from management in a couple days. At a minimum, I intend to try to get a refund for the labor I paid for (around $70) and new hardware to install the hitch with. I am also not going to accept going to that or another U-Haul dealer to have the hitch installed right; if anything, I want them to pay to send it to a more competent shop to do the work. I think I will do the install myself just to make sure it's done right. And of course I'm never going to them again for a hitch. I guess I should check the one they installed on my car to make sure it was done right.

Anyone else have a horrible experience with getting a U-Haul hitch installed?