Report: #961130

Complaint Review: U-Haul

  • Submitted: Sun, October 28, 2012
  • Updated: Mon, October 29, 2012
  • Reported By: Ken — Brigham City Utah U.S.A.
  • U-Haul

    Internet, Florida
    United States of America

Show customers why they should trust your business over your competitors...

WOW.... In Ft. Pierce, Florida I requested a hitch to be installed on a 2004 Ford Taurus, BECAUSE, the U-Haul web site indicated that the car would pull a 6 x 12 trailer.... The hitch install was scheduled, a phone call to confirm it. On the day of the install, went to the location, and NO HITCH AVAILABLE! Rescheduled for a few days out... AGAIN.... NO HITCH, Not even ordered yet.... This same scene repeated itself a few more times over a three week time span. We took the car to Certified
Automotive for a COMPLETE and THOROUGH check up... to make sure the car would be ok to tow a big trailer! Got the trailer, loaded one Queen size bed, Mattress, box spring, frame and headboard, one dresser, 14 totes and four large U-Haul boxes of personal effects, a dining table and six chairs. Set out from Port St Lucie, Florida to Brigham City, Utah! 166 MILES, The check Transmission warning indicator message came on. Pulled off the road, checked fluid etc... Another driver pulled off
and told us that a town was about 8 miles ahead. We got back in the car, and the warning was gone... We drove to the town of Ocala, Florida and went to a convenience store to ask some information about auto service, they informed us because of the time of day, to get a hotel and check first thing in the morning. During the night, we decided it would be best to trade the 6 x 12 trailer for a U-Haul truck and car tow dolly. MY THOUGHT..SINCE WE HAD 12 DAYS ON THE TRAILER AND HAD
POSSESSION OF IT FOR LESS THAN 48 HOURS... THEY WOULD GIVE US SOME CREDIT TOWARDS THE TRUCK RENTAL. NOT U-HAUL! Through U-Haul, we hired two workers to help unload the trailer and reload contents onto a truck!
The workers were late, so wife and I unloaded the trailer out onto the  ground. Got the truck loaded, U-Haul brought over a car dolly trailer to hook up onto the truck. In the process of checking lights, found the right side lights not working, they determined it to be a bad LED  light, but they did not have one at that location, sent us to another location to get an LED light. They tested it and determined it was the LED light pig tail wiring. Replaced that, still did not work. So, they
said it must be the truck wiring, even though the truck was new and had less than 2500 miles. They called one of their mobile techs... all  this is taking time, not minutes but hours. When the tech got there, he determined it was a bad trailer, they replaced the trailer. This tow dolly trailer it was the Left LED light. Went to a third trailer, Yeah, success the lights worked, reloaded the car onto the dolly and had to spend another night in the hotel before being able to leave. Have contacted U-Haul to try and get refunded on some shared expenses.... all to NO AVAIL! U-Haul will not have my business again.
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This report was posted on Ripoff Report on 10/28/2012 08:59 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

Customers Responsibility

AUTHOR: Ceadda - (U.S.A.)

Nope. In the US it would be the customers responsibility to verify their vehicle can do the towing. This removes the legal liability from U-haul in case of problems. It also accounts for vehicles that have been rebuilt/customized for towing, or may be aging poorly and not up to the job. Just checking a vin/model into a computer for verification would probably get them sued, often.
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#2 General Comment

I find this very interesting

AUTHOR: Bubba - (Canada)

Ceadda i agree with you with one fact I would like to add:

In Canada the U Haul franchise  is not allowed to rent a trailer with out confirming on their website that the vehicle is rated for the trailer. They do it every time I rent the car hauler for a race weekend. I tow with a full size 3/4 ton Diesel and they run it every time and record a code number for the search.

Don't they have to do that in the USA? 
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#3 Consumer Comment

Very Confused...

AUTHOR: Ceadda - (U.S.A.)

The 6x12 trailer weighs, empty, over 2 times what your vehicle's manual (or a 3 second google search) says your vehicle can tow.

Your vehicles tow capacity is 1000 pounds.  I'd be surprised if you didn't do permanent damage to the vehicles transmission having even attempted pulling that trailer with that car.

You should probably have someone check if you bent the frame of the vehicle as well. The strain may have pulled everything out of alignment.

I'm also unsure where exactly it says you can town a 6 x 12 trailer.

I would say try a small claims court if you need repairs, but U-Haul is likely to bring up the following points and get the case thrown out at your expense:

When i put in a 2004 For Taurus in the what can i tow area of the site, the only trailer i see that says it will work with a 1000# hitch rated vehicle is the sport trailer, with a total item limit of 465 pounds.

Someone at U-haul probably should have noticed large trailer + small vehicle, but then again I've owned a 2002 2 door vehicle that had a 3500 pound tow capacity.

It does say this on the U-haul site when you click on hitch/towing...

"When determining how much you can tow, it is also important to consider the maximum tow weight of your vehicle. Check your vehicle's manual or contact the manufacturer for this information."

I do see you mentioning having the vehicle checked at certified automotive, you might be able to get them for something since they should not have certified the vehicle to tow that kind of weight. That is, IF, they actually gave you anything that says it could tow that.

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