Complaint Rating:

On Friday July 7, 2006 I rented a U-Haul truck in Machias, ME to move my belongings back to North Carolina. The agent at the rental company called and assured me that the truck was in good mechanical order since the mechanic had just gone of the truck. I started for North Carolina on Saturday, July 8, 2006 and got about 300 miles into the trip when the engine began to run hot. I stopped in Lawrence MA and called the emergency number to get help. After about one hour a mechanic arrived and checked the truck. He added water and antifreeze waited for about 15 minutes and said to continue on the trip. Just outside Lowell, MA the truck began to run hot again and I stopped called U-Haul and was told after about 11/2 hours that no mechanic was available. I got the truck started and drove to Worcester, MA to get a hotel room and wait for a mechanic the next day. A mechanic did show up that night and determined that the head gasket was blown and a new truck was needed. He called U-Haul and told them what was needed and they said that someone would contact us the next morning by 9:30 AM. On Sunday, July 8, 2006 I again called U-Haul since no one had contacted me and was told that no mechanic was available to check the truck and to stay in the hotel there in Worcester until Monday. I was informed again that U-Haul would pay for my hotel rooms and meals. On Monday, July 10, 2006 a mechanic again showed up a t 10:00 Am and said the head gasket was blown and a new truck was needed. A tow truck arrived at 12:30 PM and towed the disabled truck to Chicopee, MA where I finally got a replacement truck at about 5:00 PM.

I contacted U-Haul on Thursday, July 13, 2006 and requested that someone work with me to get my reimbursement for the travel expenses. I was told that someone from U-Haul world get in contact with me within 2 days. I did not hear from anyone at U-Haul until July 221, 2006. The representative from U-haul said that they would give me 150.00 for hotels (actual cost was over 600.00 for the three days I waited for a new truck) and 50.00 in U-Haul vouchers.

This is not an acceptable way to treat a customer who was detained through no fault of his own and that the company is not willing to stand behind the word of its employees. I am intending to take whatever legal action necessary to correct this problem and under no circumstances would I recommend U-Haul to anyone needing this type of vehicle.

Rick,
New Bern, NC 28562