Progress Distribution

So, I moved to the high desert this weekend. Six days prior, I reserved a truck and trailer from U-​Haul to be picked up in Vista at 7:30 am on Saturday. On Friday afternoon, I received an email (and phone call and text message) from U-​Haul confirming my truck rental for Oceanside at 9 am. Well, my loading crew was showing up at 9, so this wasn’t going to work for me. I called the location to explain. Well, the owner asked if it would be more convenient for me to pick up the truck on Friday. When I explained I wouldn’t be able to make it by closing time, he offered to stay until I could make it. He also offered to help me load my car on the trailer, and also added an extra day and about 20 miles to my rental (to compensate for the different rental location).
Sooo…the not so great parts. The building is not labeled. In fact, the signage is for a recycling company that occupied the building previously. The business evidently is made up of one person, and he was very busy when I arrived, so I had to wait about 30 minutes. I’m not sure how long this gentleman has been in business at this location (I hope not long), but the office, umm, definitely needs some work. No AC, two chairs for customers, a desk with computer, a TV and DVD player on a stand, and piles of furniture pads, hand trucks, etc lining the walls. He also told me I could unhook the car hauler from the truck with my car on it. Very, very wrong.
And while I’m on the subject, the road side «assistance» from U-​Haul is just the worst ever. After unhooking the car hauler from the truck (so that the crew could load it) with my car on it, I was not able to hook the trailer up again. After several calls to roadside assistance, I was told to unload my car from the trailer. I asked them if this was safe considering the directions on the trailer itself are very clear about never loading or unloading the trailer unless it is hitched. They said it was. WRONG! With nothing to hold the front of the trailer down… As soon as I back my car past halfway, the front of the trailer flies up into the air and my car (with me in it) is slammed to the ground. But wait… it gets better. Then the trailer hits the underside of the front bumper and I’m propelled backwards off the trailer and across the parking lot. Luckily I was far enough from anything that I was able to stop before colliding with the laundromat. I’m thinking about suing. Wait! Did I mention that they don’t cover trailer issues? No? Well, apparently they don’t, so if you have an issue with the trailer U-​Haul gave you, they’ll charge you to send someone out.
So, by now you’re probably asking…“why three stars?” Well, I can’t hold the poor roadside assistance against this business owner. And his customer service was simply outstanding. I even considered giving him four stars based solely on his customer service.