Formal Complaint Regarding Unsafe Vehicle Condition To U-Haul Management: I am writing to formally report serious safety issues I experienced with your rental truck that require immediate attention and compensation. Safety Incidents Encountered Transmission/Gear Shift Malfunction During my rental period, I experienced a critical gear shift malfunction when transitioning from park to drive. The gear shaft would randomly slide out of track, moving backward, then forward in an erratic pattern rather than the normal horizontal motion. This created concerning sounds and felt as though the mechanism might break. Most critically, on two separate occasions, this malfunction left me unable to accelerate beyond 10-15 mph while in traffic. I was forced to stop in the middle of the road, shut off the engine, restart the vehicle, and attempt shifting again. This created an extremely dangerous situation for myself and other drivers. Trailer Tie-Down System Failure The trailer's cargo securing system was completely inadequate and unsafe: No proper connection points for tie-down straps Insufficient space between walls and securing boards Mounting hardware (rivets/pins) spontaneously detached from walls without any force applied Securing points appeared to have minimal depth in the wall structure Required Actions Immediate Reimbursement I demand full compensation for this unacceptable experience, whether through refund, credit, or promotional consideration. The safety risks I encountered were severe and could have resulted in serious injury or property damage. Preventative Maintenance Implementation U-Haul must implement comprehensive preventative maintenance protocols to ensure all vehicles undergo thorough safety inspections before rental. Your customers trust you with their safety and valuables—this trust was severely compromised. Resolution Expected Please review this incident immediately and provide details on how you will compensate me for this dangerous experience. As a company that markets itself as the reliable choice for moving needs, U-Haul must take responsibility when that trust is violated through inadequate vehicle maintenance. I await your prompt response regarding reimbursement and your corrective action plan.
MICHAEL M
Customer Reviews for Vitale Asphalt Sealing
(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.
Nothing you guys did great
RYAN SExceeded all expections. Professional, helpful and friendly couple.
JOAN MNice place. Good selection of trucks and items to choose from. People were really friendly.
DAVID AAlways a pleasure
ERIC SThe customer service is excellent!
DAVID PThis location had great customer service
THEODORE TAs always great experience
ERIC SThank you for your help!
Robin MMike is always the best.
ERIC SEverything was great from the customer service to the rental. Easy process!
CAMERON NNothing at all. Very kind
ERIC SRepresentatives at the store was extremely unfriendly, lazy, and unfriendly. Asking question to better understand my experience and he seem agitated and didn’t have answers. Upon walking out to the truck I realized I may need a bigger truck. Rep did not want to help get into bigger truck and stated “contracts were already signed and nothing he could do”. So much for trying to upsell or help out your customer. Feeling frustrated I took the truck I was given. Upon opening the back of the truck after I took possession the inside had puddles of water and broken glass throughout the truck that we had too clean out. Immediately contacted the location it was rented from and they just thought it strange and no idea anything was in it. Didn’t offer anything but apologies. Overall it was a terrible expensive renting from that location. I will not send anyone I know to that location.
JARED LThe woman working at that office was very friendly and honest. Very clear with the process and clarifying as it was my first time renting a UHAUL she made the entire process clear.
ALVA SExcellent help.
Scott GThe location owner even came to assist with an after hours drop off.
KAREN TBy far the best U-Haul rental experience I’ve had. The staff at Vitale was amazing. They had anything you could’ve needed for your moving day. I would absolutely go out of my way to get equipment from Vitale. Thanks for making moving day much easier. And thank you for your service.
DYLAN OI've rented from this location before. They are always very accommodating and efficient.
STEPHEN SWent very well, very friendly and helpful and kind. Would have liked location closer to Wilmington Rd
Debbie MGreat location. Easy access. Very professional and friendly!
NORMA AThe woman that set me up with the U-Haul was AMAZING! She answered all my questions & was truly the best! I will forever go to this location❤️
EMILY BThe owner was very courteous and patient with me. She explained everything I needed to know about the truck and policy.
MICHAEL FThey were very communicative with me throughout the process. I did however have to drive to Poland OH to get a ball and it was a huge inconvenience to me being my mother passed away and I had so much to do.
ANTHONY Mnothing the staff was extremely friendly and hospitable.
CHRISTOPHER PWoman behind the counter was super nice, helpful, and respecful.
Pete FI had a great experience renting from this location. The only problem I had was with the running lights not working,(Turn,Brake, and 4 Ways worked),but I think that it might’ve been the plug on my truck. I’ll have to check it out to be sure. One suggestion would be to have an optional battery operated winch on the front of the trailer for loading and unloading. I used one on my truck to load the cars I hauled because neither car was running. One on the trailer would be a lot better.
MICHAEL HCustomer service rep Annette, was kind and very informative/helpful!
JASON WCustomer service was excellent.
RANDALL MFriendly staff that was very helpful and knowledgeable.. Would highly recommend renting with these folks.
JEFFERY PThe people here do it right. I am a repeat customer.
JOHN MVery good experience, fast, told us about truck, when and where to drop it back off,not a bad price. The lady was very courteous to us. Very professional.
JOHNATHAN TCustomer service is excellent at this location.
MARY KThis location is always accommodating.
DAVID BGreat customer service!!!
HILLARIE GGreat customer service
KAREN STop notch
AWS NWe have been informed about how to operate. problem solve, and shown the truck and any previous dings. The truck is always brought out from the lot and parked ready to leave the lot without turning around. Great friendly customer service.
DOUGLAS TService was excellent as always
CHARES CThe 6’x12’ trailer didn’t have a jack to be able to unhitch it from my truck to run errands without having to drag the trailer with me. The drop off point where I had to return it didn’t have one that we could use to drop the trailer. Bad back and no help to unhitch. But management helped me to lift it off.
ROBERT FLike having a friend very nice business operator.
HOWARD RI had a great experience and a very helpful staff.
Kelly MGreat experience. Super helpful both on the phone and in-person to pick up/return the truck. No complaints!
AMANDA LThey were fast efficient and so very helpful. I think they are perfect as they are.
SHERRI P