You need to call the Hitch Pro folks, it's not a guide question. Mine also did that (not installed by Hitch Pro) and it's because the brackets were placed too far back. I love this business and will take my WDH to them for fine tuning
You will probably get a better answer from the company. I would call them direct. This sounds like something you should have fixed.
Yup it's going back Monday they are not open today : - (
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