Dear U-Haul Corporate Customer Service, I am writing to formally file a complaint regarding a highly unacceptable and unsafe experience with a trailer rental from your Killeen, Texas location at 1305 W Central Texas Expy. Upon pickup, it was immediately apparent that the trailer had not been properly inspected prior to being released to us. The trailer had a damaged tire strip and a non-functioning tail light—both of which are critical safety issues that should have been identified and addressed before any customer was sent on the road. After bringing this to the attention of staff on-site, we were instructed to drive to another location (U-Haul Moving & Storage of Centex at 3501 E Central Texas Expy) with the assurance that the issue would be resolved there. However, upon arrival, we were informed that they were unable to assist us, had no replacement trailers available, and simply provided us with a phone number. From that point forward, we were repeatedly transferred to roadside assistance without receiving any meaningful help. This situation is especially frustrating because the issue originated from being given defective equipment—not from an incident on the road. This should never have been escalated to roadside assistance in the first place. To make matters worse, roadside assistance initially asked us to wait 30 minutes, only to cancel on us. We are now facing an additional wait time of approximately 1.5 hours for another technician, with no clear resolution timeline. This has caused significant delays and stress. We are traveling with a pregnant mother, a toddler, and a dog, and still have an 8-hour drive ahead of us. Being placed in this situation due to your company’s failure to perform basic safety checks is completely unacceptable. Given the severity of this experience, the safety risks involved, and the significant inconvenience caused, we expect appropriate compensation. At minimum, we do not believe it is reasonable to be charged full price for this rental under these circumstances. We request that this matter be reviewed promptly and that a resolution be provided as soon as possible. P.S The workers at U-Haul Moving & Storage of Centex at 3501 E Central Texas Expy was sweet and nice though. They just took in a problem from another shop and tried their best to help. But this whole situation really shouldn’t happen in the first place.
rachael b
Customer Reviews for Precision Tune Auto Care
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
The truck steering wheel had too much plate in it. But the service from the gentleman was very great with explaining everything to me and was very kind at setting me up on being able to pick it up when they were close. Also, the tires could be replaced.
Cherokee DJulian was incredible. the whole area was clean. Trucks and dolly’s available. Great customer support.
Natasha CClean to vehicles between rentals, ensure the tanks are at least 1/2 way filled, this will help with mileage.
Connie G