Moving? Your insurance might not cover damage, theft of a rental truck. Here’s what you need to check

SANTA CLARA, Calif. (KGO) — Soon-to-be newlyweds received some unwelcome news after discovering thieves had driven away in their moving truck.

These trucks are not cheap. The couple tells us that Budget Truck Rental threatened to send them a $26,000 bill. This was not how they imagined their marriage to be.

Life couldn’t have been better for Cassidy Landers and her fiancé, Jacob Gonzales.

“Next April 23rd,” Landers announced.

“Yep,” Gonzales confirmed.

The couple was looking forward to their wedding anniversary after a long COVID delay and nine years of dating.

MORE: Redwood City woman fights debt collectors for three years after unjust AT&T invoice

They were friends in high school for about three or four years before they became a couple.

Both speak German and Japanese. They both lived together in Japan. And they got engaged on a mountaintop in Berlin.

The couple planned to move to a larger apartment and rented a truck from Budget.

But when they went to where they had parked the car overnight, there was another truck there.

The two didn’t want to believe what they saw with their own eyes.

“Maybe it was towed by the city. Maybe we parked on red and didn’t notice,” Landers said.

VIDEO: How an Army aerial surveyor helped an SF couple back into the driveway after being threatened with a $1.5k fine

“I called the rental company and said, ‘Hey, you know, you didn’t come early to get the truck, did you?'” Gonzales asked.

“Like we’re trying to find all these explanations. Like the last thing we want is for the truck to be stolen,” Landers said.

They said Budget told them they were responsible for the $26,000 needed to replace the truck if it wasn’t salvaged.

Gonzales and Landers filed a police report and sent out notifications on social media hoping someone would spot the truck.

They are trying to save money for their upcoming wedding.

“And then to have it stolen and potentially on the hook for tens of thousands of dollars was heartbreaking,” Landers said.

MORE: Thief collects $13,000 on woman’s iPhone; Verizon says she has to pay for it

Landers and Gonzales said they declined insurance from Budget because they thought their policy under their credit card would cover them.

Unfortunately that was not the case.

Trade group Insurance Information Network tells us that each credit card’s policy is different. Consumers should call their credit card company and request a copy of the terms.

The information network also tells 7 On Your Side that your personal auto insurance probably won’t cover moving trucks or vans. Check with your carrier again. In this case, it is recommended to take out the rental company’s insurance policy.

Someone from Next Door suggested that Landers and Gonzales contact 7 On Your Side.

They did and we contacted Budget. A week later, an executive contacted her.

VIDEO: Airline flies beloved pet overseas, won’t let him fly home to Bay Area

Landers didn’t believe what she heard.

“I’m just saying, ‘I’m sorry? I want to confirm that you said that we are not financially liable for this vehicle,'” said a shocked Landers. “And he says, ‘Yes, that’s right.’ And I’m like, ‘Just one more time, I just want to check.’”

The couple can now breathe a sigh of relief and look forward to their wedding.

“There is a really beautiful Japanese garden that is the venue,” they said.

Budget has not responded to our request for comment, but we have to thank them for the debt relief. Don’t forget – make sure you understand the terms of the insurance you can get through your credit card and personal auto insurance.

You can find more information on the insurance information network.

Check out more stories and videos from Michael Finney and 7 On Your Side.

The 7OYS Consumer Helpline is a free consumer dispute resolution service in the San Francisco Bay Area. We assist individuals with consumer-related issues; We cannot assist with business-to-business cases or cases involving family law, criminal matters, landlord-tenant disputes, employment or medical issues. Please read our FAQ here. As part of our process of helping you, it is necessary for us to get in touch with the company/agency you are writing about. If you do not want us to contact you please let us know immediately as this will affect our ability to handle your case. Due to the high volume of emails we receive, it may take 3-5 business days for you to receive a reply.

If you’re on the ABC7 News app, click here to watch live