Complaints: U Haul / Can you Trust What the Agents Tell You?

Complaints: U Haul / Can you Trust What the Agents Tell You?

September 8, 2005

Company: U Haul

Problem: I was told by U Haul Agent to put gas in the truck, & I put Gas in a Diesel Truck Tank.

U Haul corporate office said that they would not reimburse me for my mistake.

Question: Is U Haul responsible for what their Agents tell the customer?

Statements by U Haul Agents: We will put gas in tank to bring it up to 1/8 tank. You will have to put gas in it.

Since you bought insurance, you covered.

Write up as follows:

Claim For Reimbursement For Charges of U Haul Rental Customer: Vernon E. Couch Jr. Contract #: 09418494 Date of Reservation: 8/28/05 Date of Rental: 8/29/05 8/28/05 Called Region Service and scheduled a Large Truck and Carrier for towing my Jeep Cherokee – from Spring, Tx to San Antonio, Tx for one way trip. Lady that I talked to said that she found what I needed, I could pick it up on FM 1960 at 10:00 am on 8/29. 9/29/05 In the morning, A different Lady from a U Haul in Spring, Tx called me on my cell stating that she had been contacted by Regional Office and had a truck for me. I picked up Steve Thomas, a friend and helped for loading, and we drove to the U Haul location on Sawdust St in The Woodland, Tx. Your agents at this location were Randy and Glenna Tipton. They did have a 26’Truck but did not have a carrier for towing the Jeep. Now, the Truck that they had was in bad shape, did not have Air Conditioning, but it was the only Large Truck available. When I was signing up for the Truck with Insurance, she told me that it only 1/8 a tank of Gas. When I go in the Truck to verify that it had a 1/8 of a tank of Gas And it did not – I went back into the office and told them that it did not have an 1/8 of a tank of Gas, Randy said that he would put some Gas in it, He would fill it up to the 1/8 of a tank and that money would come out of his pocket. When Randy came back he stated that he filled it up to the 1/8 of a tank. Then, Glenna placed some telephone calls to U Haul to locate a carrier and found one at a U Haul on FM 2920. Steve and I drove to the FM 2920 location to pick up the carrier. After picking up the Carrier, Steve and I drove to my storage site and Loaded the Truck. It took 5 hours in the hot sun to load the truck. After Loading the Truck, Steve and I were both exhausted,. and soaking wet. Then, Steve left me and went home in Houston, Tx Then, I drove into a busy service Station and I finally got in position and filled up with $50.00 of Gas. .I drove the Truck about 4 miles, and decided to pull over and check the Jeep On the carrier. I didn’t like the way it was riding so, I killed the motor in the Truck, took the Jeep off the carrier and repositioned it on the Carrier. Then I tried to restart the Truck and if would not start. After pulling up the hood and looking around I noticed that it was a Diesel Truck. Then, I called Regional Office for support. Regional Support talked to me But could not find my location, FM 2920 on their map, I told him it was a main road in Spring, and it was at the Intersection of FM 290 and Kuydendahl. I spent about 1 hour trying to get information about alternatives. Also, I told Him that 30 Gallons Gas had been put in a diesel tank. He contacted Road side service and it was supposed to call me on my cell at 7:30 AM. 8/30/05 At 8:30 am, I had not heard from anyone, so I called a Milstead Automotive , a local automotive repair service with excellent reputation, . Milstead Automotive came out and towed the Truck back their shop. After the Truck was towed to Milstead Automotive, I went back by the U Haul location on Saw Dust in Spring, a differernt attendant was on duty. He said that he normally worked at the U Haul in Sugarland. I told him the situation, Your agent, the attendant told me that since I had insurance, it would all be covered. At 2:00 pm, Milstead’s Diesel mechanic starting working on the Truck. At 3:30 He started making comments stating that he didn’t think the Truck would make it to San Antonio. The front tires were dangerously worn, and the belt assembly for the stearing pump rocked back and forth like it going to fall off. I called a Mechanic at Road Side Service and he suggested and approved rotating the Tires. The total bill at Milstead Automotive was $605.06. The motor ran better than before and steering was easier to control and didn’t pull as much when driving down uneven roads. Had anybody told me that the Truck was Diesel and required Diesel Fuel, most of this could have been avoided. However, If the Gas problem had not come up, your Truck Due to your negligence, may have killed me. Considering what would happen with loss of power steering or blow out on a worn front tire. Next: 1. Your Agents told me that I would have to put Gas in the truck. 2. Your Agent, Randy, told me that he would put Gas in it to fill it up to 1/8 of a tank and that would come out of his pocket. 3. Your Agent asked me if I wanted Insurance, I said yes. There was no explanation of coverage. 4. I was never told that told that it was a Diesel Truck, and required Diesel Fuel. The Truck had a bad exhaust leak, was loud and did not sound like a Diesel. 5. Your Agent, at the Saw Dust location, the man from Sugarland,Tx told me that the Insurance should cover all the charges at Milstead Automotive. My claim is to recover my costs for: 1. Gas –worth that had to be removed from Truck $ 50.00 2. Towing & 183.00 Reinstalling Drive Shaft 89.74 3. Drain Gas and Replace with 5 Gal of Diesel fuel 179.48 4. Rotate Tires 52.60 5. Power Steering Pump bracket – to keep it from falling off 0.00 ______ $ 655.06 The Truck was long over due for retirement: 1. Why did U Haul leave dangerously worn tires on the front end? 2. Why did U Haul not check under the hood for safety items? What would have happened to me, going into a curve, towing a Vehicle and my power steering went out? 3. Why did U Haul tell me to put Gas in the Truck when it required Diesel Fuel? And I do have a witness as to what was told to me. 4. I expect U Haul Insurance to cover my cost incurred just like the Agent, from Sugar Land, Tx, at the Saw Dust U Haul location told me. This entire trip was unprofessionally handled by U Haul. On 8/28/05 I called and set up the reservation for a one-way rental just the way I thought was proper. I requested a Large Truck with Air Conditioning, and a Carrier, and was given a reservation number. First, I was told that I could pick upthe requested service at FM 1960 and Terrace Rd in Houston at 10:00 AM on the 29th. Then, on the 29th, Glenna from the Saw Dust location, calls me and tells me that they will provide the service. When I get to the Saw Dust location, there is a Large Truck, No Air Conditioning, old and worn out looking, loud and noisy with exhaust leaf, in fact it was so noisy that you could not hear the Diesel clatter. And, with no Carrier available even though it was on the reservation. These problems were not the local Agent’s fault but was the Reservation Service’s fault. However, telling me to fill the truck with Gas was a local Agents problem. Now, I did rent a smaller U Haul Truck earlier this month and it was with Gas Truck. All in All, I guess I’m lucky to be alive after “The Trip From Hell.” And, I must say that all of my previous experiences with U Haul have been very pleasant. I have dealt with the U Haul in Spring on 1960 on several occasions and with the U Haul on Hueber Rd in San Antonio with high level of satisfaction. I did what I did in good faith and I expect U Haul to do the same. However, I am ready to go the distance with this claim! Very truly yours, Vernon Click this link to e-mail the message author: Email User