U-Haul Informative - Ruined my transmission and won't cover the cost
SAN ANTONIO, TEXAS -- I so wish I'd read these reviews before I prepared to rent a small U-Haul trailer for a move from TX to OR.
Since my van had no towing package, I paid $200 plus for them to install a towing package including a fan to keep the engine cool. This work was done several days before I picked up the small trailer.
Within no more than 2 miles of leaving the U-Haul place, my van died. Transmission fluid was all over the place. So, I called the owner of the U-Haul company there in TX, who told me that his work had involved the line carrying the transmission fluid but that he'd never had this problem in 20 years. He recommended we call to get the van towed and repaired and said that U-Haul would cover the damages -- if they were at fault.
We had a mechanic look at the van who saw that the hose for the transmission fluid was disconnected, so he put transmission fluid back in the system and reattach the hose that had come loose. I then took the van to a shop that said the transmission was indeed damaged and so replaced the transmission.
In between these events, I talked to various people at U-Haul who were of absolutely no help. I couldn't believe that even though the van broke down so close to the place where the towing package had been installed that they still wouldn't even drive over to check on their work. The employees were rude and completely unsympathetic to the damage and inconvenience they had caused. I was given four different numbers to call to voice my complaint and still never given the correct connection -- AND, none of the supposed "Customer Service" people were customer service oriented. They were all immediately defensive and close minded, despite my attempt to hide my own anger. The only decent coversation I had with one customer service agent was after I counseled her on the frustrations people experience as they move and acknowledged that her job must be awfully difficult.
Now!!! I've completed the move to Oregon with the van and small trailer only to be told that by law U-Haul does not have to pay for the entire price of the transmission because my van has over 100K miles on it.
Even though my van was in working perfectly before the work done at U-Haul and had just had a check-up due to the upcoming travel, U-Haul says it only pays for the amount of the transmission that the van would have used due to its mileage. Nevermind that before U-Haul touched the van I could have driven the 2500 miles to Oregon, and after their damage I couldn't drive 5 miles.
This was never mentioned when I was told by various U-Haul representatives to take the van in for repairs. The van was in excellent condition, even though the mileage is high. It has been very well maintained and is a custom, comfort van.
After paying over $200 for the towing package, another $200 for the trailer and then, over 3,000K for a transmission, I have been informed that they will pay approximately 25% for the cost of only the transmission.
I had no idea that U-Haul was so far away from providing care for its customers. Having worked in customer service myself and then also training others in customer service, I am shocked and angry.
Is there no way to get a company to "step up to the plate"? The previous stories have only confirmed my decision to avoid U-Haul and encourage others to do the same!!