Customer Reviews for Rancho Storage Center
(U-Haul Neighborhood Dealer)

Rating:

4.0

I am requesting a direct phone call from U-Haul leadership regarding a series of serious safety failures we experienced during our trip from Tacoma, Washington to Arizona. I am also requesting that these concerns be formally reviewed and that appropriate compensation be considered based on the severity of what occurred. The most concerning issue was that the traction/stability control repeatedly disengaged during the trip. This created an extremely dangerous driving situation. At an intersection in Flagstaff, Arizona, we came so close to a collision that I had to lay on the horn to get the other driver’s attention and avoid being hit. It was frightening, and a safety system on a rental truck simply should not fail in a way that puts customers in that position. The problem appeared to occur more frequently while traveling over rough roads, which makes me concerned there may have been an issue with a sensor, module, or electrical connection. Secondly, we experienced repeated problems with the windshield wiper. It fell off several times during the trip and ultimately snapped in half while we were driving through a severe rainstorm and thunderstorm over mountain passes. Losing a windshield wiper under those conditions significantly compromised visibility and created another serious safety hazard. For a vehicle being rented for a long-distance move, basic safety equipment such as windshield wipers should be thoroughly inspected before the truck leaves the lot and replaced when there is any question about their condition. This is a relatively inexpensive item, yet its failure created a very dangerous situation. Thirdly, we experienced a serious electrical issue involving the trailer lighting. Before leaving, I specifically checked the trailer lights while it was connected to my vehicle, and the brake lights, turn signals, and other trailer lighting were functioning. However, once the trailer was connected to the U-Haul truck, those systems were not functioning properly. That meant that while towing a vehicle through mountain passes and difficult driving conditions—at times traveling approximately 25 mph—we did not have reliable trailer brake lights, turn signals, or hazard lights to warn traffic approaching from behind. Because we were in the middle of a long-distance move with significant time constraints and a fixed travel schedule, we did not have the practical flexibility to stop the entire move and troubleshoot what appeared to be an electrical problem with the truck-to-trailer connection. This is precisely why these systems need to be fully inspected and verified by U-Haul before a truck and trailer combination is released for a long-distance rental. The fact that the trailer lighting worked when connected to another vehicle but did not function properly when connected to the U-Haul truck raises a serious concern about the truck’s trailer wiring, connector, or electrical system. Taken together, these were not minor inconveniences. We experienced multiple failures involving critical safety equipment: the traction/stability control system, the windshield wiper, and the truck-to-trailer lighting system. These failures occurred during a 1,500-mile interstate move involving mountain passes, severe weather, rough roads, heavy traffic, and a loaded truck towing a vehicle. We were placed in situations where a serious collision could have occurred. This simply should not happen with equipment rented and represented as safe for a long-distance move. Given the seriousness and number of these safety failures, I am again requesting a direct phone call from U-Haul leadership or a senior representative with the authority to address this matter. I would also like to discuss appropriate compensation for the rental and understand what steps will be taken to review these safety concerns. I would appreciate prompt follow-up. Rick