U-Haul Complaint - U-haul Useless Roadside Assistance and un safe truck
STOCKTON, CALIFORNIA -- Useless Roadside Assistance and unsafe truck
On Nov 2007, I was helping my friend move to the Bay Area and told him I would drive one of the U-Haul trucks. The truck that I was assigned was old and somewhat beat up, but I assumed would be in good working order. The trucks 'check engine' light was on.
The problems started when I was traveling down the hill to I-580 when I applied the brakes and the pedal hit the floor. I pumped the brakes and the brakes and the truck slowed down just fine. As I was traveling on I-580 I heard a loud pop from the left rear of the truck. The pop was the inner left rear tire. I immediate pull off to the shoulder, where I notified my friend and U-Haul emergency roadside service.
At approximately 1030 am I contacted the U-Haul roadside emergency service and explained to them about the flat tire and my concern with the brakes. I gave the operator my location W/B I-580 in Livermore. That stretch of I-580 is a three lane Highway posted 70mph. The operator was polite took my cellular phone number and told me that help would be on the way.
At approx. 1130hrs I re-contacted the emergency roadside assistance and was told that they were working on the problem and they would call me back. As I was standing alongside the freeway I noticed a yellow truck about the size of the U-Haul driving towards at me at approx. 25mph. I soon realized that that the driver was looking into his side mirror and talking on a cellular phone. At the last minute the driver saw my disabled truck and swerved into the highway causing a non-injury auto accident. He could have easily hit the U-Haul or run over the two working safety triangles supplied by U-Haul. The third triangle was broken. I believe Federal law requires three working safety triangles. After helping the people in the accident and calling Highway patrol I received a voice mail from U-Haul emergency roadside service. The operator told me that they were unable to finding anyone to help me and that they would be calling me back in 30 minutes. Time approx. 1230 to 1240 pm). After waiting for over 30 minutes and failing to hear from U-Haul I recontacted the road side service and asked the operator what was going on. The operator told me that they were trying to get a hold of a supervisor who could authorize a mechanic or tow truck to help me. The operator said they were having a hard time getting in touch with an on call supervisor. I ask the operator if I could speak to her supervisor, at first she told me that he was not available then connected me after I pressed the issue. The supervisor was polite but was unable to help me. I told the supervisor that I was concerned for my safety and if I could move the truck off of the freeway. Closest exit was approx. 1 mile down the freeway. The supervisor told me that they were doing the best they could and call back when they knew someone was en route to help me.
During the 1 o'clock hour I again recontacted U-Haul and was told that they were trying to get someone out to my location to help me and that they would call me. The operator did agree with me that the wait time was unacceptable and that she would not want to be in the same situation. The operator did advise me that if I left the truck on the freeway it would be concerned abandoned, even though I told her I had given them the location of the vehicle. I again expressed my concerned for my safety about being on the side of the freeway with traffic driving by in excess of 70 mph. The operator told me that U-Haul was concerned for my safety and that they were doing the best they could to get someone out there to help me.
At approximately 214 pm I re-contacted U-Haul roadside assistance and was told that they a tow truck was en route and should arrive to my location in 90 minutes. I again asked to speak to a supervisor and was told that one was not available. Again after pressing the issue I spoke with a supervisor who told me that the tow truck was coming from San Jose. Livermore and Pleasanton are closer to my disabled vehicle. I again explained to the supervisor that I was concerned for my safety and had not eaten or used the restroom since 800 am. He was polite and apologized fort the inconvenience but told me that was the best they could do. The supervisor said they would check back with in 90 minutes.
At approximately 4 00 pm the tow truck arrived. The tow truck driver was unable to tow the U-Haul truck because U-Haul roadside assistance failed to tell him that the truck was loaded. After waiting for approx. 30 minutes I was told I could drive the vehicle to the closest U-Haul. The closest U-Haul is in Livermore.
Note: U-Haul failed to call or check on my status.
Upon arrival at the Livermore center and after telling them what had happened they were more than helpful and apologized for the U-Haul roadside assistance had handled the incident. After replacing the tire and checking the brakes (low brake fluid) the supervisor told me that the Stockton U-Haul should not have let the truck leave the lot. He assured me that the truck would be taken out of service once it reached Fremont U-Haul center.
I was very disappointed in the U-haul Roadside Assistance because of the horrible way this whole situation was handled. The operators were polite but did not seem to care about my situation.
Here is what was especially upsetting:
1. The U-haul Roadside Assistance was useless and could not offer any kind of help in getting the tire replaced or me to a safer location.
2. Having a customer wait 5 1/2 hours along the side of a busy freeway for a tire replacement or tow truck is absolutely unacceptable and shows that U-haul does not care for the safety of their customers.
3. That U-Haul would let an unsafe vehicle leave their lot.
In the end I (Do to time constraints) was unable to help my friend unload the other two trucks. Through U-Haul overall incompetence I will never do business or recommend others to use their services.
Thank you for your anticipated assistance in resolving my problem. Please contact me at if you have any questions.