charge for fuel even i pure the fuel in the truck.
Dk P
California Sports Apparel & More
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Tracy, CA 95304
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Dear U-Haul Customer Support / Risk Management Team, I am writing to formally escalate a severe service failure involving my recent U-Haul rental. This incident involved multiple safety issues, repeated operational failures, and significant disruption to our move, resulting in both financial loss and extensive delay. Below is a chronological summary of events, including approximate dates and times where applicable: Vehicle Pickup and Initial Discovery Upon arriving at our destination and opening the cargo area of the rental truck, we discovered it was already filled with multiple bags and personal belongings from another customer. This indicates the vehicle was not properly inspected or cleared prior to rental. Additionally, the fuel level documented in the contract was inaccurate. The contract stated the truck was provided at approximately 1/4 tank, when in reality the vehicle had less than 1/8 tank remaining, despite the tank itself not even being capable of holding more than 1/8 at the time. Saturday, May 23, 2026 9:45am Mechanical Failure – Fuel Line Damage Shortly after this discovery, we stopped for fuel and identified that the truck had a cut fuel line, rendering the vehicle unsafe and inoperable. We were then forced to wait for roadside assistance for approximately two hours. Saturday, May 23, 2026 11:42am Roadside Assistance Delay and Breakdown of Support A mechanic eventually arrived but confirmed the vehicle could not be safely repaired. We were left waiting for a tow truck for an extended period in extreme heat conditions (near 100°F), without reliable air conditioning or clear updates. Saturday, May 23, 2026 1:57pm Severe Delay and Failure of Tow ETA We were repeatedly given delayed or missing ETAs for the tow service, leaving us stranded without reliable communication or resolution. After extended waiting, the tow did not arrive as expected. Saturday, May 23, 2026 2:40pm Exposure to Unsafe Conditions During this period, we were stranded in extreme heat for multiple hours, creating a health and safety concern in addition to the service failure. [4+ hours] Abandonment of Vehicle and Continued Failure of Resolution Due to the prolonged delay, lack of updates, and unsafe conditions, we ultimately had no option but to leave the vehicle at a gas station and arrange alternative transportation. Saturday, May 23, 2026 3:45pm Additional Complication – Tow Truck Breakdown with Property in Transit We were later informed that the tow truck transporting the rental vehicle and our belongings broke down mid-transport, resulting in an additional estimated delay of several hours and further uncertainty regarding the location and custody of our property. Saturday, May 23, 2026 4:45pm Impact on Our Move This entire sequence of failures has caused: Approximately 10+ hours of lost time Inability to complete our scheduled move and storage pickup Requirement for an additional moving trip on a separate day Need to hire additional movers for completion of services Significant logistical disruption and scheduling impact Extended exposure to unsafe conditions and extreme heat Given the severity and compounding nature of these failures—including unsafe equipment, improper vehicle preparation, repeated breakdowns in roadside support, and failure to provide reliable tow service—we are formally requesting appropriate compensation. Requested Resolution: Full refund of the rental charges Full reimbursement of all out-of-pocket expenses related to this incident Compensation for the significant disruption, delay, and safety impact Additional compensation for the failure of service delivery and resulting need for a second moving trip and additional labor costs We are continuing to compile all documentation, including receipts, timestamps, photos, and communication records, related to this incident. Please escalate this matter to regional management or the appropriate claims department and provide a formal claim reference number and response timeline. Sincerely,
JOYCELYNN GVery friendly, nice guy at the counter. Pleasant experience. Will come again.
Tom CI will always use this location and recommend it to friends. Friendly staff willing to help any way that can.
Gary CBetter customer service
Sony J