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J.R.J. Tara Corporation

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Reviews J.R.J. Tara Corporation

J.R.J. Tara Corporation Reviews (1976)

Review: I made a truck and trailer reservation with uhaul. I was later contacted by "[redacted]" at the corporate regional facility who told me that the truck rental combination that I was trying to purchase had to be classified as a one way truck rental. This reclassification essentially doubled my rental charge. I know this is not true as I have rented with this combination previously for a local only move. I then called back and spoke with "[redacted]" who said that "[redacted]" had modified my reservation without my permission to include a much smaller truck instead. I then had "[redacted]" change my reservation to only include a truck rental. "[redacted]" took my credit card information and gave me a rental confirmation. I then booked my movers for over $400. I later rechecked my uhual reservation online only to find out that it had been cancelled! The representatives did not even call me to notify me of the cancellation! Had I not rechecked my reservation I would have shown up on the day of my move with no truck and $400 worth of movers sitting around! I called the regional center back and the representative told me that he had looked up my rental history and accused me of previously renting a truck under a local reservation and then taking it to California! "[redacted]" obviously did not do his home work because if he had he would have seen that I lived in the same [redacted] city where the local truck rental was made and returned. He would have also noticed that I had made a separate one way truck rental during another rental in which I spent nearly $4000 with uhaul to move from [redacted] to [redacted]! I then called the uhaul corporate customer service number and filed a complaint. The customer service representative told me that she did not see that anyone by the name of "[redacted]" or "[redacted]" worked at the regional facility. She then told me that I would have to speak with "[redacted]" an upper management person at the regional facility. Unfortunately, I was then transferred back to the same people. I will not choose uhaul again!Desired Settlement: As I have already made other arrangements for my truck rental, I would like a formal apology from uhaul corporate for the unprofessional manner in which these to company representatives conducted this matter. I would also like this information retained on the Revdex.com website for other customers to reference for future business matters involving truck rentals.

Business

Response:

July 15, 2012

Thank you for your concern for our customer Mr. [redacted].

Our Traffic Manager for the U-Haul Company of South Philadelphia spoke to Mr. [redacted] and offered him an apology for the inconvenience he experienced. As we value Mr. [redacted] as a customer, we also sent him a $20.00 VIP Certificates that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope and tape. We also sell permanent hitches, propane and locks.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: My wife and I were prepared to move from [redacted], [redacted] to [redacted], [redacted] on Saturday, June 29, 2013. In accordance with an email (attached) that was received June 28 at 3:48 a.m., we were confirmed to pick up a 20’ truck on June 29 in Glen Allen; the confirmation number in conjunction with this email was 20466437. I had also been told that I would receive a phone call by 6:00 p.m. on Friday, June 28, to specify the pickup location in Glen Allen. At 6:00, when I had received no phone call, I proceeded to call U-Haul myself. It was during this hour long phone call, that I was informed there was no 20’ truck for me in the greater [redacted] area. When I inquired about the free upgrade to a 26’ truck in the absence of a 20’ truck, I was also told there were no 26’ trucks available nor were there any 17’ trucks available on the 29th of June. Chris, the manager with whom I was speaking, informed me that he could guarantee a 26’ truck for our move, if we agreed to postpone our move until Sunday, June 29. We agreed to these less than ideal circumstances, and Chris agreed to take $50 off of our bill, stating that this was the best he could do for a day of inconvenience. With everything in boxes, my new job starting at 8:00 a.m. on Monday, July 1, and movers lined up for Saturday, we made the necessary adjustments to be able to move as guaranteed on Sunday, June 30. At 7:26 a.m. on Saturday, June 29, I received a confirmation email (20466437) guaranteeing the 26’ truck for Sunday (email attached).

On the afternoon of Saturday, June 29, my wife and I, being disheartened by U-Haul’s customer service, decided to visit the local merchant located at [redacted] to confirm our reservation in person. After waiting in line for half an hour, we were told that a truck was not there but was expected to be there for our 9:00 a.m. pick up the next day. Knowing the lines at the U-Haul counter, my wife and I arrived at the [redacted] store at 8:30 a.m. on the morning of June 30, so we could be first in line and not delay our move any longer. At 9:00, the customer service representative looked up our reservation and asked us to step aside as our 26’ truck was being checked in. After waiting for 15 minutes for the keys while other customers were being serviced, we decided to canvas the parking lot to ensure that our truck was indeed on the premises. Our visual inspection of the lot confirmed our suspicions, there was no truck on the lot larger than 17’. By 9:30, the customer service representative contradicted his previous statement and stated that a 26’ truck was not being checked in and that it was never slated to arrive at this store. At this point, we were out of time and needed to commence our move. In order to have space comparable to the 26’ truck that had been guaranteed to us, we requested a 10’ truck and a 17’ truck. After much deliberation, the sales associate was able to give us the keys to both a 10’ truck and a 17’ truck, but we were required to pay in full for both trucks before driving off.

Once we arrived back at our [redacted] home, the movers had been waiting there for over an hour in our absence. An even bigger problem that presented itself now was the fact that the two trucks we now had required both my wife and I to drive, leaving my wife’s car without a driver. Relatives in [redacted], graciously agreed to drive the 136 miles to [redacted] together and drive the 136 mile return trip separately to ensure that my wife’s car was also relocated. Thus instead of the planned 2 drivers and 2 vehicles, 4 drivers and 4 vehicles were now demanded. This extra fuel cost was on top of the cost of the additional truck.

Our move that was going to cost $297.98, now cost us $600.30; the additional cost we occurred comes to $302.32. This is $46.38 less than the $348.70 that was already charged to us for the rental of the 2 trucks. This $46.38 difference barely scratches the surface of compensating for the day delay and double man-power on top of the false promises. Both trucks were returned with the proper amount of gas to The [redacted] on [redacted] in [redacted], [redacted] on the evening of July 1, 2013. Aside from the fuel cost, we are asking that all charges from U-Haul be dropped from our [redacted] card to cover the added expenses that we incurred. An itemized list of our incurred expenses is included on the attached spreadsheet.Desired Settlement: $348.70 refunded to my [redacted]ard.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company o[redacted] followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Dear Mr. [redacted], I would like to apologize for your recent experience when making a reservation with U-Haul. I understand that moving itself can be very stressful. In a effort to alleviate some of that stress, we have implemented a scheduling process to route trucks and trailers to areas that are in need of equipment. Scheduling and confirming the reservation the day prior to the move gives us an opportunity to get equipment where its needed for a future reservation. From time to time, there are situations that occur that are beyond anyone's control that may inhibit use from getting equipment to a particular location. Some of those situations may be a mechanical breakdown, accident, or even weather conditions the current renter may be facing. Because of those unforeseeale circumstances, we have information listed on our website explaining our reservation process and policies on scheduling. This information can be found at the link below: https://www.uhaul.com/reservations/reservationadvisements.aspx. We strive to have trucks and trailers available to all our customers, however sometimes we are unable to fulfill every reservation made. When this happen, we do offer compensation when we are unable to uphold a reservation as agreed upon. Compensation is offered through our Reservation Guarantee program. After doing some research on your contract, and talking to my Traffic Manager regarding your issue, we have credited you $233.20 for the one truck and will credit you the $115.50 for the other one. In addition, to that I would like to offer you a $50.00 VIP. This certificate is good at any of our 17,000 U-Haul locations and can be used towards future rentals, moving supplies, hitch sales or installation, storage rooms, propane and other general rental items. They are valid for two years from date issued, are transferable and can be given as gifts. You will be receiving them from my Corp office via email shortly. Again, I am sorry. We appreciate your business and value you as a customer. If you have any questions, feel free to contact me anytime.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from U-Hual and used my Debit card for $75.00 for the mileage, truck rental, cover charge. The advertisement on the truck says rent a truck for $19.95 nothing about mileage or cover charge. But I was told that when I return the truck I would get back what I shouldn't have paid for, not to mention the condition of the truck when we received it, check engine light on, and duck tape to help hold the back together. Before we returned the truck I had to put $6 in gas to put it back on the mark so I wouldn't get charged more, but also gave my son the card to put what money owed to me back on the card. No where in the store does it say anything about if you use a debit card it would be returned to you as credit. I have been on the phone Friday, August 22, 2014, and today August 25, 2014. To get no where with the company. Their policy is that debit and credit are the same and it will be returned the same. I have been on the phone with the card holder as well and they are telling me that if the money was returned as debit I would already have it but since they returned it as credit it will take 3 to 5 business days plus since it is pre-paid card through the [redacted] that it could take up to 30 days. I just want my money. I don't care about the faulty advertisement or the mileage or cover charge. Just $35.51 returned to me. While trying to talk to someone I have been hung up on, put on hold for 20 minutes or more and then disconnected, told that debit is the same as credit, made me feel, like I am stupid or don't know what I am talking about. If the money was taken out that day shouldn't I get my money back the same day?Desired Settlement: I just want my $35.61 returned to me and their policy changed.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the credit issued back to Ms. [redacted]’s card was canceled and the refund was issued in cash.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: [redacted] location has not sent the U box we purchased in a timely manner. Manager [redacted] was contacted on 7/1/13 to ship our U box after his employees stated on 6/29/13 that he would contact us. He did not. My credit card was billed on 7/1/13 for the box that should have been shipped. By the way, they allowed me to use my wifes unsigned credit card when she was NOT present. I have contacted them twice each time they move the date out further for delivery. Customer service has had me on hold for 2 hours. No one seems to know where my U box is or when it has shipped. Customer service is poorly ran and unprofessional just like the [redacted] location.Desired Settlement: Refund and location of contents. Staff in [redacted] WA to receive re-training.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted] provided. She informed our office she contacted Mrs. [redacted] and advised her when her U-Box would be delivered and will make sure they are not charged a second month for rent. As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] also sent them a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] also provided her cell phone number in case they had other questions or concerns.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I called in and spoke with an agent from their regional office and was clearly told I could have an extra 500 miles to complete my move. I got online after the call and it showed he gave me the miles.

once I turned in the truck the miles was removed.

I then called to ask how and why not only was I made to feel like a fool but a liar.

Then I called and talked to a very nice lady [redacted] she put me on a three way call and let me listen in where she tried to help me with the Cincinnati regional mgr. [redacted] and he then made fun of my claim and acted like it was no big deal to him.

I was told my money would be put on hold until they can review the phone call and they would email me a copy.(this never happen) There is a lot more to this story I would like some one ([redacted]) to call me. (###-###-####)Desired Settlement: to refund my money (not only the extra they took out but all of it for my time and trouble)

Business

Response:

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Traffic Manager for our SW Ohio regional office, followed up on the information Mr. [redacted] provided. His research and review of the recorded call indicates Mr. [redacted] was not promised an extra 500 miles on his rental, therefore, a refund will not be issued.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

Consumer

Response:

I was told this and also that the call was recorded ? I would like a copy of all the calls

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].

[redacted], our President for our SW Ohio regional office, reviewed the recent information Mr. [redacted] provided. He relayed Mr. [redacted] was provided with 80 additional miles as the recorded call indicates. A refund for $34.50 was issued back to Mr. [redacted]’s [redacted] account, which included tax. Mr. [redacted] stressed that there is no employee in his region that is authorized to allow 500 extra miles and he himself never authorized the extra miles. The recorded phone call was emailed to Mr. [redacted] along with a statement that no additional adjustments would be offered on his rental.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: To Whom It May Concern:I rented a U-haul from the location in Leesburg, VA. I rented it shortly before closing time. After leaving the premises, it was clear that it was unfit to drive due to a heavy, toxic smell which was nauseating. We returned the truck without using it to move an item. I immediately contacted U-haul, and they said they would look into the issue. They never responded. When I contacted them again, they said they had in fact contacted the location and that they found a cleaning detergent had been used, but stated there was nothing they could do for us.Desired Settlement: This truck was not drivable. The smell was intense. Keeping both windows open was not enough to make it OK to breath in the car. WE pulled our shirts over our nose and mouths, and still found it difficult to breath. We promptly returned the truck. We'd like our $60-plus dollars refunded.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Northern VA, followed

up on the information Ms. [redacted] provided. He mentioned that

although Ms. [redacted] states she did not use the U-Haul truck, the

odometer registered 50 miles and was not returned until the following

day. In the interest of customer good faith, Mr. [redacted] will issue

a refund for the cost of the rental in the amount of $66.37.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I have two upod storage pods sitting at the Milwaukie, Oregon location. Way back in MARCH 2013 I called them and asked them to plase do AUTO PAY OF MY MONTHLY FEES AND GAVE THEM my bank/debit card number/authorization. I had also been brutallly assaulted in February and was recovering from BROKEN RIBS and other injuries, which took months to recover from and I also had to move not once, but 4 or 5 times since February (out of the location I was assaulted at, etc). I remember calling them some time in the summer to inquire as to what was going on with my account (unable to have access much if at all to my email address via computer, I lived out in the middle of nowhere ...etc) I had gotten NO phone calls on my account ever falling behind...anyway, I specifically called to ask as to WHY my automatic payments were NOT being taken out as I requested/authorized.....(i was assaulted for almost 5 hours and in bad shape, so I didnt have the capacity to be calling and checking/paying on my bills every single month while in recovery, etc)

I then (when I had called) asked if I could make a payment and was told NO and I also asked if I could talk to the manager and was told it was the answering service (you never get routed to the store it seems) but they would have someone call me NOBODY EVEN CALLED. I do remember sending various emails to them WITH NO RESPONSE.

how the [redacted] (excuse my french) can anything get resolved if

A) Nobody calls you back

B) Nobody will take a payment

C) Nobody emails you back

D) Nobody takes payment out via autopay which you set up with them to begin with????

THIS IS A NO WIN SITUATION!!!

This week, I mysteriously get an email saying my belongings will be sold at auction NEXT MONTH?????? I CAN'T EVEN MAKE A PAYMENT NOR TALK TO ANYONE ABOUT A PAYMENT NOR MAKE ARRANGEMENTS TO PAY HALF OR A THIRD THE NEXT MONTH OR TWO AND THEN FINALLY GET THE AUTO PAY SET UP AGAIN!!!

I CALLED several times this week and AGAIN YESTERDAY and was ASSURED THE MANAGER WOULD CALL ME BACK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

no phone calls

the other day I told them as yesterday and the other times called I WOULD LIKE TO DISCUSS PAYMENTS.....I WAS TOLD IN EMAILS I NEEDED TO TALK TO THE MANAGER TO SET UP A PAYMENT SCHEDULE AND HOW THE HELL CAN I DO THIS IF HE NEVER CALLS ME BACK????????????????????????????????????????????????????????????????????????????... />
iF you would like me to send copies of my emergency room report and my victims statement to the Klamath Falls sheriff's dept I WOULD GLADLY BE ABLE TO DO THIS FOR YOU, i'M HAVING A ROUGH YEAR HERE, I COULD HAVE DIED THAT NIGHT AND NOW I CANT EVEN GET THIS SORTTED OUT, I JUST DROVE 2,000 MILES TO GET TO BE AT A SAFER PLACE SO I CAN PURSUE CRIMINAL CHARGES AGAINST THE PERSON WHO ASSAULTED ME and now everything else I own is going to go away because someone cant call me back or make payment arrangements with me and I have called other months about this WITH NO RESPONSE!!!!!!!!Desired Settlement: I WOULD LIKE TO PAY ONE THIRD OF MY TOTAL BACK OWED BILL ON THE 3RD OF EVERY MONTH (I get paid one paycheck on the third of every month (ssdi) I AM ALSO DISABLED..then ONE THIRD THE NEXT MONTH AND THEN ONE THIRD THE MONTH AFTER THAT and THEN I WANT TO FIND OUT WHAT NEEDS TO HAPPEN TO HAVE AUTOMATIC PAYMENTS MADE FROM MY [redacted] DEBIT CARD ACCOUNT LIKE I SET UP WAY BACK IN MARCH!!!!!!!!!!!!!!!!

thank you.

Business

Response:

December 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. [redacted].

[redacted], our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and she advised Mr. [redacted] she would be making a payment on her storage shortly.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a truck, received a confirmation number, date and time, only to be called two days prior to the scheduled reservation date and Uhaul stated they no longer had a truck available in my area for use. This put my wife and I in a difficult situation where none of the other rental truck companies in the area had trucks available on 2 days notice. We had already spent several thousands of dollars to line up our move to make it happen on this exact date. We are now left scrambling to try and figure out what we are going to do.Desired Settlement: If a reservation is made, then the truck that is ordered needs to be available to that customer. Many people count on these trucks to make their move once a reservation is made. Uhaul's word/ reservation means nothing.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She explained why we may run into unexpected equipment availability issues. Ms. [redacted] issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account on July 2nd. The refund should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I am writing to file a complaint. I have and currently use U-Haul's services for my storage and moving needs. In the last 90 days, I have used U-Haul nearly a dozen times and of those 12 times nearly 4 (40%) have been very poor and extremely negligent experiences on U-Haul's end. On Oct. 30, 2013 my husband and I picked up a U-Haul trailer in [redacted] We made a reservation and received a phone call confirming that reservation, Tuesday, Oct. 29, 2013. We reserved a 4X8 trailer, but when we arrived at U-Haul to pick up the trailer, the employee stated he could not find the reservation and didn't have 4X8 available. (Note: on your website, U-Haul;s guarantee states "When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed.

Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50." In this case, the employee gave us a 5X8 trailer, again, we reserved a 4X8 and was told there were none at that location (our reservation cost was $40 online, we were charged $55 for the larger one.) Once we left U-Haul, we learned the trailer was improperly installed and it hit the back of our vehicle. We pulled over to fix the improperly installed trailer and proceeded our move. We were relocating from [redacted] to the [redacted]rea and had a 12 hour drive ahead of us for our family and planned to notify U-Haul of these issues as soon as we were settled. We arrived to [redacted] about 1pm Sunday, November 3, 2013 but had to unload, etc. When we were ready to return the trailer, the address listed on the receipt/contract was incorrect and therefore was not a U-Haul location. This was disturbing and frustrating due to the fact, we did not want to be charged an extra day due to the employee's lack of correct information as to where to take the trailer. This and all the other issues with this rental has grown more upsetting. Monday, November 4, 2013 between the hours of 7-9am EST, I called U-Haul and spoke to a woman named [redacted] about ALL the prior issues; one in particular being where to return the U-Haul. [redacted] informed me that because I was given an incorrect address, I would be given (or persay 'extended') an extra rental day and waived of any fees additional to my original contract because I was given an incorrect U-Haul address by one of there employees. [redacted] told me that she noted all of the problems in the U-Haul system and that I was owed $50 based on the customer guarantee and should call back once I drop off the trailer to ensure the guarantee is submitted. Which I did. In fact, when I called Tuesday, November 5, 2013, I spoke to a gentleman who told me that the system had not been updated reflecting the trailer's return and to call in 48-72 hours in regards to the guarantee. By Friday, November 8, 2013 I received an email from U-Haul stating I was charged $50.14. ($20.14 for an extra day of use with the trailer--the day I was told by [redacted] would be waived because I had no location to take the trailer to; and $30 as a late fee,) I phoned U-Haul at 11:45am Friday, November 8, 2013 and proceeded to speak with [redacted] I explained all of the aforementioned to [redacted] who sent in two complaints to U-Haul's management. Near the end of our conversation, as we were discussing my dispute of the $50.14 charges made, [redacted] shared that [redacted] (the employee I spoke to Monday, November, 3, 2013) had only noted that the trailer hit the back of my vehicle due to improper installation and nothing else. This, as [redacted] stated, shows no proof of any other issues and therefore cannot, or will not, be crediting me with the charges of $50.14. I asked to speak to her superior or an individual in higher management and she stated that she cannot forward me to anyone else, but will convey my complaint to U-Haul's management, which is the same thing [redacted] stated she would do but never did. I am upset and exhausted. I spent 50 minutes talking with [redacted] I asked [redacted] how can I reach out to U-Haul and she directed me to U-Haul.com but could not tell me what to do or how to contact someone from the website. I have given a lot of business to U-Haul, as previously stated. Howeve, I feel ignored, neglected, misunderstood and unheard based on the most recent issues at hand occurring primarily between Oct. 29, 2013-Nov. 8, 2013. I would like an apology from U-Haul and a removal of charges in the amount of $50.14 as well as the $50 guarantee that is promised to customers that are not given the items they reserve or are unavailable. I hope to settle and resolve this situation promptly.Desired Settlement: I would like an apology from U-Haul and a removal of charges in the amount of $50.14 as well as the $50 guarantee that is promised to customers that are not given the items they reserve or are unavailable. I hope to settle and resolve this situation promptly.

Business

Response:

November 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted]

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Mrs. [redacted]provided. He informed our office he had issued a refund for the $50 Reservation Guarantee Fee as well as the $15 difference in price between trailers. He explained he would be in contact with our Collections Department to have the Promissory Note canceled. As we value Mr. and Mrs. [redacted]as customers, Mr. [redacted] also sent them a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I have spoke with [redacted] from the U-Haul location in [redacted], ** and was informed of the credits. So far, we have received the $50 credit and $15 credit but are still waiting to receive the $50 VIP from U-Haul to be used towards other U-Haul services. I have called [redacted] and left 2 messages. I am waiting for a response. Again, once I receive the $50 VIP I will consider the complaint resolved.

Regards,

Review: I have rented the truck in this location on Friday june 21st, 2013. I had to move just few tables from [redacted]. I have made the reservation online and I went to location to pick the truck. When I got there, the woman who processed my paperwork and rips off the carbon copy of the vehicle inspection. I told her I have to inspect the vehicle before I take it. She told me to go inspect the vehicle anyway and mark t on my part of sheet which I did. I told her that they have to put sticker on those spot I have marked. She asked to go with somebody to it. They did not have enough stickers to cover the mark and they told me I can go there no problem and they know the problem. I went to pick my stuff in [redacted] and brought them to [redacted]. The whole rental should cost me not more $75. They have charged me $806 on my credit. They said that I have damaged the truck. What is funny in this the truck damage was in front header. I load and unload the by the back. I have no opportunity whatsoever to damage the front header. He told me on the maybe I hit a bridge. There is no bridge on [redacted], [redacted] that an Uhaul truck will hit on front header. These are the hwy that I took.

I was surprised by the comment of the so call general manager [redacted]; I went check the reviews about location. They did the same thing to somebody else on March 23rd 2013. His case is so similar to mine. I realize that the specific location has set a pattern to defraud it its customers. The Uhaul location is [redacted]Desired Settlement: To refund my money and stop doing to other customers.

Business

Response:

July 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted]

Ms. [redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she attempted to speak to Mr. [redacted]but reached his voice mail. She left him a message explaining she reviewed the copy of the Dispatch Tag and he had signed with no damage to the overhead part of the truck. The truck was taken to the shop and she verified with the shop manager that the damage to the truck is consistent with what was charged. Ms. [redacted] relayed that she could not make a refund.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I recently rented a 26' UHaul rental truck on a one way rental from Gardendale, AL to Oxford, MS. UHaul is charging additional mileage on the contract that we did not in fact drive. I attempted to contact UHaul Customer Service on two different occasions to request resolution with this matter. Here is the sequence of events: 1. Contacted Uhaul customer service on or about December 18, 2012 to discuss the billing of additional miles. I was told by the customer service rep that this is a matter that would have to be reviewed and resolved by an area field manager. My contact info was taken and I was told that I would be contacted within twenty four (24) hours per the company policy. I was never contacted by an area field manager. 2. I contacted Uhaul customer service for a second on December 21, 2012 again to try to resolve this billing issue. The customer service rep that fielded my call this time was not very helpful and in fact was carrying on a personal conversation with another cusomter service rep sitting near her and smaking on food and/or drink while I was on the phone with her. Again, I was told that this matter would have to be reviewed and resolved by an area field manager. I requested that manager's name and number which was given to me. 3. I contacted the area field manager on December 21, 2012. He took my call even though the background noise indicated that he was busy do other things. I briefly told him what the issue was. He informed me that I had reached him on his cell phone number and he was not near his computer, but to please text message him my name, contact number, and contract number and he would be back in touch with me after he looked into the matter. To date, I have not been contacted by him. 4. I filled out a customer satisfaction survey sent to me via email which I documented these events in the comments section. To date, I have not received a message or call back about this matter. On all occasions, all the UHaul employees that I spoke with acted very short with me, didnt want to be quiet and listen to the issue, were at times standoffish/confrontation, were unapologetic, and overall had a "we are right, the customer is wrong" attitude. This issue is pretty straightforward had the employees taken the time to listen. I am being charged an additional $48.62 for 118 miles that Uhaul claims we drove over the mileage allowance of 241 miles . I documented the mileage when we returned the vehicle and we only drove 206 miles total. The receipt that they sent to me indicated the Mileage Out was 86922 and the Mileage In was 87281. If you add 206 miles to the Mileage Out, the odometer would be at 87128. It is probably fair to say that the employee that recorded the Mileage In transposed the last 3 numbers. I have used Uhaul many times before without issue or incident. However, this sequence of events has left an unfavorable impression with me and I will not use Uhaul again or recommend Uhaul to family and friends.Desired Settlement: Since there is not multiple options for the desired settlement, I will request that I would like both an apology and a refund in full for both the truck rental and the additional mileage that they have billed my credit card. I would like a response from Uhaul and this matter resolved.

Business

Response:

January 8, 2013

Thank you for your concern for our customer Mr. [redacted].

Mr. Roosevelt Givens, our Area Field Manager for the U-Haul Company of MS, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $48.62 back to Mr. [redacted]’s American Express account. The credit should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We placed an order on UHaul.com for a 26' truck for 12/15 at 10 am for an in-town move for 39.99 plus mileage. We were contacted and asked to travel to another city to pick the truck up and for our trouble, we would receive the truck for a $50 flat rate; we accepted. We were then contacted again and told that the business that had the truck was not open on Saturday so we would need to go Friday at closing time,but would not be charged for the extra day. This created a bit of a problem for us timing wise, but we made it work. Upon arriving at said location, they tried to charge us for two days and mileage on top. After 40 minutes of working the phones, we finally spoke to a manager that helped us get everything straightened out. We were then told by her (the manager) to leave everything in the truck upon drop-off since it would be after the business closed on Saturday. I repeated the instructions to her and she stated that it was correct and I was to leave everything locked in the truck. (The only thing we rented was the truck). Upon delivering the truck on Saturday, we locked everything in it and left. We then received a phone call Sunday stating that the keys couldn't be found. We received another call stating that they were found. We then received an email of our transaction and we were billed an additional $80. $40 for an additional day and $40 for the guy to jimmy the lock to get into the truck. We have made numerous phone calls to managers and representatives from uhaul to no avail. We have been told that we are responsible for the charges and will not be reimbursed any money. This is unacceptable. I understand now, that there are drop boxes at each of the locations, and yes, I found it odd to leave the keys in the truck, but I asked and was told yes. We have been called names by members of your staff, hung-up on, and had managers say that they will call us back once they resolve the issue and are still waiting on their calls. We have been issued a $50 certificate for our next rental, but will not be using it due to the unprofessional handling and utter disregard for your customers.Desired Settlement: To be refunded all $80 or at least the $40 additional day fee, since we did not have the truck for the additional day.

Business

Response:

January 8, 2013

Thank you for your concern for our customers Mr. and Mrs. [redacted].

Ms. Cindy Rodgers, our Executive Assistant for the U-Haul Company of Northern IN and S. Cook Counties, followed up on the information Mrs. [redacted] provided. She informed our office she left a message for Mr. and Mrs. [redacted] requesting a return call to advise them that a refund for $80.25 has been issued back to them.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I am thankful that there was much better customer service on the top tier of their organization and hope that they will train managers below them to treat customers in the same regard. Thank you.

Sincerely,

Review: For two consecutive years, my rent for a U-Haul storage unit has been raised. Each notification announcing this claims the increase is for the installation of security cameras. Each notification is remarkably similar, with the new cameras, it appears, doing the same as the old ones, though I wouldn't be surprised if there are no cameras in my particular unit. I say this because I had an item stolen from my unit. I reported the theft on September 1, 2013. I reported it in writing and at the location of the store. There was never any follow-up and no one from U-Haul contacted me, though I was assured that would be the case.Today (November 19, 2013) I phoned to ask about the second notice regarding the increase in the storage fee, an increase (as I mentioned above) whose rationale appears to be precisely the same as the original notice sent to me EXACTLY one year ago. The only difference with the second notice is that they claim to be repaving the area, and this also a reason why the charge for storage is going up. Given what the snow is like now, I wonder if they are actually repaving. In short, U-Haul is scamming me. The new security cameras, based on the descriptions given in the notifications sent to me, do exactly what the old ones do--that is, if there even are cameras.Each time I phone I am connected to an office in Phoenix, Arizona. Today when I phoned asking for an explanation regarding the rate increase, I was told by the agent in Phoenix that the U-Haul operation in [redacted] would be calling me back right away. That was at noon. It is now 3:30. Given the way the [redacted] U-Haul disregarded my original concern regarding the theft from my storage unit, I do not anticipate that they will be retuning my call.It is a shoddy operation. If you look at the advertisement, the impression given is of strong metal storage units. While my storage locker is inside a building, the actual unit is made of drywall with twisted wire at the top.Thank you.Respectfully submitted,John [redacted]

Product_Or_Service: U-Haul storage UnitDesired Settlement: DesiredSettlementID: Refund

If there really are cameras, then why doesn't someone look to see if there is footage of the item that was stolen from my unit. Indeed, the rent for the unit has gone up precisely for the cameras--at least that is what is claimed in the two notifications sent to me.In addition, the issue of the cameras needs to be addressed. Why has my rent gone up for new security cameras that do exactly what the old ones did, based on the descriptions sent to me notifying me of the

Business

Response:

December 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our President for our Northern [redacted], [redacted] and [redacted] Territories, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] assured him we care about his business and also provided his telephone number for any future assistance. Mr. [redacted] relayed his appreciation for the follow up.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 10/29/12, I ordered (online #[redacted]) a 20 ft U-haul truck (to be picked up at 9 am in [redacted], AR on 11/3) to move relatives from [redacted], ** to[redacted],**, 275 miles. On the evening of 11/2, (4 hours into my trip to [redacted]) I received a call from U-Haul to tell me that the only truck available would be a 17 ft. I told them that was unacceptable. I was told they had no larger trucks in a 75 mile radius of [redacted]. I was told that if I accepted the truck and was unable to load everything, then U-haul would take care of me. All I had to do was call into their traffic or dispatch, *-[redacted]-Go Uhaul. They also said I could get a tow behind trailer. The tow was too small. After loading the truck, I had half of a bedroom left in the house to pack up. I called *-[redacted]-Go Uhaul and was told that I had already accepted the change to a shorter truck. I was polite as I told their representative what I had been promised.

Because they had not contacted me when they realized they could not fill my order until I was almost to [redacted], I now have to make a second 550 mile round trip visit to [redacted],**, rent another truck, and load out the rest of my aunt’s home.

My call was forwarded to a district manager, [redacted], who told me I could not "get a truck for free." After much discussion, I was promised a $150 discount on my next order. She then asked what size truck I would need and when I planned to go back to [redacted] for my aunt's things. I told her it looked like we would be going back on 12/1, but nothing was concrete. She promised to email a VIP voucher confirmation of our conversation.

When I got home, I checked my email. Sure enough, there was an email from Ms. [redacted], but it had no content, just her signature line with contact info. I replied to the email on 11/6 telling her that her original message was empty and requested she resend the information. I called over the next few days and got no reply. I replied to her email again on the 27th, called again and got no reply.

Today (11/30) I got a call from U-Haul in [redacted],**, asking what time to expect me to pick up my 14 ft truck. I was furious because they hadn’t contacted me to let me know what was going on. I’ve been trying to contact Ms. [redacted] for 4 weeks with no replies from her or anyone else. I called *-[redacted]-Go Uhaul this morning and after speaking with 2 other people, I was finally transferred to Ms. [redacted], who was Oh-so-happy-to-be-of-service to me. She told me that she had applied a $150 VIP credit to my order for 12/1 and that the truck would be waiting for me. I’m not unhappy that I now have a truck available for me, but I wish they had contacted me before now, sometime during the last 4 weeks! I had wanted a return of my calls and emails. None of that happened. Instead a truck was ordered for me, a credit of $150 was applied, but no one told me that.

I am now packing for a trip for which I am unprepared because I was still waiting for Ms. [redacted] to return my calls and e-mails. Because U-haul again chose not to contact me until it was too late to do anything differently, I now have to go tomorrow. The original truck I ordered would have worked for my move a month ago, but no, I have to be out the expenses of a second weekend move: $227 truck rental, around $200 in fuel, travel meals and 15 hours of my time wasted.Desired Settlement: I would like an apology from U-Haul for wasting my time, and would recommend they institute policy that would prevent this type of problem in the future. U-Haul needs to contact their customers when they realize a problem has occurred and contact them with enough advance notice so the customer can make other arrangements. They also need reply to customer calls and email instead of ignoring them for 4 weeks.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Our records indicate Mr.

[redacted] was sent a VIP Certificate for $150.00 that can be used toward

a future purchase or rental on the many products and services U-Haul

has to offer. Please be assured we have forwarded the information

Mr. [redacted] provided to our Regional Office responsible for further

follow up and to ensure our customers are receiving the quality of

service they have come to expect and deserve from U-Haul. We

appreciate Mr. [redacted]'s feedback.

In addition

to our basic truck and trailer rentals, we rent pick up trucks and

cargo vans. We rent storage units, garden equipment and steam

cleaners. We sell boxes, bubble pack, rope and tape. We also sell

permanent hitches, propane and locks.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Although U-haul did issue the VIP $150.00, my complaint is that their VIP for another rental did not address the fact that I would have an additional weekend of moving furniture left behind because they gave me a shorter truck than I had ordered. If they had contacted me with sufficient time to change my plans, I would have waited until a longer truck was available. Instead they waited until the evening before I was to pick up the truck. I was almost to [redacted], ** when I was called. This 5 hour drive, 10 hour round trip move had to be done a second time because U-haul didn’t see fit to call me earlier.

The second complaint, that caused me to contact the Revdex.com, was caused by the U-Haul agent, [redacted]. I called to express my frustration at having to do this trip again. She listened and told me about the VIP coupon and promised to email it me. I got a blank email with only her contact information. I replied to it stating it was blank and asked her to re-send. She did not reply. I sent another email to her with no reply and I left voice messages for her. Almost a month passed and she did not reply to any of my messages.

I finally got a phone call from U-Haul [redacted] on Nov. 30th to confirm my truck rental for Dec. 1st. I had no previous contact from U-Haul and no clue that a truck had been ordered for me. I am frustrated because U-Haul felt so little for me as a customer that they would not reply to my calls or emails and that they would have the nerve to schedule a truck for me without contacting me first.

Their lack of concern for me added more money to their bottom line because I had to rent another truck from them or lose their VIP money. I had to go back and get the remaining furniture because they shorted me on the first rental, wasted my time and ignored my calls for help.

Regards,

Business

Response:

December 24, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of **, reviewed the information Mr.

[redacted] provided. He advised our office that Mr. [redacted] was informed

of our policy for one-way rentals at the time of his reservation. He

was informed that the day prior to the rental he would receive a

phone call confirming the pick up time and location before 6:00 pm

and he did not have an issue with the policy at that time. Mr. [redacted]

went on to explain we have a policy in place for when unfortunate

things happen and the equipment becomes unavailable. This did happen

with Mr. [redacted] and Mr. [redacted] assured our office they contacted Mr.

[redacted] to make arrangements as per our policy. Mr. [redacted] explained

they have spoken to Mr. [redacted] several times about this matter and

during the conversation they agreed to give him a VIP Certificate for

$150.00 and set up a new reservation for December 1st so

he could complete his move. The feedback was that Mr. [redacted] was in

agreement with this resolution offered by our Traffic Manager, Tonya

[redacted]. On November 30th Mr. [redacted] called to voice a

complaint about receiving a blank email when the VIP was emailed.

The email with the Certificate was resent to his confirmed email

address. Mr. [redacted] stated they have tried to work with Mr. [redacted]

but at this point have not been able to reach a reasonable agreement.

We continue to be

committed to providing our customers with the highest standards of

service in the do-it-yourself moving industry. Thank you for

bringing this matter to our attention and allowing us to offer

another response.

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

Again, I am stating that I received no phone call or email after the first blank email. I left messages and email with [redacted] and no one contacted me until Novemver 30 when U-Haul's [redacted], ** store called to confirm my pick up on 12/1. The complaint is that they did not return my messages for over a month.

Business

Response:

January 2, 2013

Thank you for forwarding Mr. [redacted]’s recent comments to our office.

Mr. [redacted], our President for the U-Haul Company of **, reviewed the information Mr. [redacted] provided and contacted him by phone. He informed our office they were able to reach a more amicable resolution. Mr. [redacted] sent Mr. [redacted] another $150 VIP Certificate. Mr. [redacted] relayed that he would use U-Haul in the future.

Thank you again for your concern and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I explained to the U-haul representative at this location that I needed to rent a U-Haul truck and a U-haul Trailer to put the U-haul truck on once I got to my Motorhome with them. I needed to drive the Truck and trailer to my Motorhome at a different location. Then I would put the U-haul Truck on the U-haul Trailer and pull it behind my Motorhome for storage. This way I could drive the U-haul truck pulling the trailer back to U-haul where I rented it. I had to do all of this since I don't have anyone to help me drive a vehicle.I rented the equipment as per what U-haul said would work for me. Once I got to the Motorhome driving the U-haul Truck and pulling the U-haul Trailer: The U-haul truck would NOT fit on the U-haul trailer. I had to leave the truck and trailer there and drive the Motorhome to storage and take a Taxi all the way back to the U-haul truck and trailer.Told U-haul that the equipment did not serve the purpose that I rented it for and they said they could do nothing since I had put miles on both vehicles!No concern about the verbal contract we had.Desired Settlement: I would like a refund and reimbursement of my expenses.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].

[redacted], Senior Staff for the U-Haul Company of Metro DC, followed up on the information Mr. [redacted] provided and sent him the following email:

Good Afternoon Mr. [redacted], After looking into your customer concern I have refunded you the full balance of $153.42 to your [redacted] card ending in [redacted]. Please allow 3-5 business days for the credit to be posted to your account. Sorry for any inconvience you incurred during this rental. Thank You, [redacted]

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Below is the agreed upon action offered by U-Haul:-----------------------------------------------Good Afternoon Mr. [redacted],After looking into your customer concern I have refunded you the full balance of $153.42 to your [redacted] card ending in [redacted]. Please allow 3-5 business days for the credit to be posted to your account. Sorry for any inconvience you incurred during this rental.Thank You,[redacted]-----------------------------------------------

Regards,

Review: On January 5th, 2013, I spoke with someone at [redacted] and booked at 26' truck with auto transport and was told that both items would be available for pickup, first thing in the morning on Friday January 25th, 2013 in [redacted], NJ. Just to confirm, I called the [redacted], NJ location and was told by a gentleman named [redacted] that both the truck and the auto-transport were there. He warned me that many times U-Haul will deliver the truck to one location, and the auto-transport to another, but he confirmed that both were at his location and would be held for me on 25th.

I then went and arranged for my movers.

On Thursday, January 24th at 6:14pm I received two text messages from U-Haul. The first one said that my reservation was scheduled for 9am pick up in [redacted] NJ. The second text that came through at 6:16pm said that my reservation was scheduled for 10am in [redacted], NJ. I called both locations and they were closed. I had no idea what was where, why I had two different locations and why they weren't for first thing in the morning, as scheduled.

The next morning, move day...I woke up and called the [redacted] location and the gentleman answered the phone and said that both a truck and auto-transport were there, but he wasn't sure if they were mine. He said that [redacted] handled that. Since I spoked with [redacted] earlier in the week and he told me both were being held for me and would be available for pickup at 8am, I decided to head on over. When I arrived, both items were there, but I was told that the truck was NOT for me, only the auto-transport. He had no idea who the truck was for, but would not release it to me, since U-Haul Corporate told him that only the auto-transport was mine.

What on earth was I to do with an auto-transport with no truck. I was told to go drive to [redacted], NJ to pick up the truck, then come back to [redacted], NJ to get the auto transport. This was impossible to do.

I had just driven 7 miles to waretown, now I had to go 13 miles to [redacted], drive back to [redacted], have them hook up the trailer and then back to my house. My movers were charging me and were scheduled to begin at a certain time. I only had time to pick up the truck and [redacted] and head home to start loading the truck.

I had to leave my car at the UHaul in [redacted] and have someone drive me all the way back the next day. A huge inconvenience, especially after moving. We spent 6 hours driving, just to pick up my car because U-Haul didn't have it together enough.Desired Settlement: I expect a full refund of the truck and miles. U-Haul did not deliver what they said they would and I ended up having to be late for my movers in NJ, Late for my movers in PA and putting the extra miles and time on my car.

Business

Response:

January 30, 2013

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our President for the U-Haul Company of Southern NJ, followed up on the information Mr. [redacted] provided. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location to fill a reservation. Having to offer an alternate location can be due to a number of reason and include our previous customer not returning on time or to a different location than promised as well as equipment malfunction. Mr. [redacted] has corresponded with Mr. [redacted] by email advising him of two separate credits. A credit for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Master Card account along with a credit for $61.19 for the extra day charges he incurred. Both credits should post on Mr. [redacted]’s next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: Rented a truck to move with, left an item behind in the back of the truck. A NFL football helmet FatHead wall sticker. Valued at 100.00, when the workers found it in the back of the truck, they unrolled it, then crumpled it up before throwing it away. Instead of just calling me to come get it. They had my old and new address along with 3 phone numbers! When I called the Manager there, he told me it was to bad, he wasn't helping me out! How people could be so disrespectful to other people's property is beyond me! That was a gift to my son from his grandmother, they just crumpled it up and threw it in the garbage. Understand this was the size of a wall and it was carefully wrapped up. It was clearly something of value! For them to unroll it and then crumple it up, inside out and thrown in the garbage!Desired Settlement: For them to buy my son a replacement Steeler's NFL helmet FatHead wall mural.

Business

Response:

August 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the item he left in the truck being thrown out. Our GM of our U-Haul Center will try and determine if items left in a truck are of value and if so will contact our customer. The item in question was on a shower curtain and unfortunately was disposed of in the garbage, not knowing it had any value. Mr. Waibel referred Mr. [redacted] to [redacted] if he wished to file a claim.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: We were in the process of moving. We needed storage. Rented a unit in the morning. Wasn't told we needed to pay extra for 24 hr service. I took second load of items to be stored later that evening. The door was locked and the keypad said I didn't have 24 hr access. I called to get the access. The First Lady told me she could do that for me and didn't seem have time to be bothered with me. So I drove home. I called again because I really needed to drop off the items being stored. The second person was very helpful and said he would help and set up my access card for 24 hr access and charged me and extra 10$ for the access. I drove back to the facility and checked in. After that I swiped my card at the entrance. The pad read "access granted". I heard the automatic sliding door try to open, but it was locked. There was a manual door to the left of the sliding door also with a keypad/card swipe. I swiped my card. It too said "access granted", yet the manual door would not open. I called customer service again. The first lady said "you'll just have to wait till tomorrow". I said that's not good enough. The manager need to get here and open this door or I will take my business elsewhere and I will demand a full refund. The lady transferred me to another woman who was more helpful than the last. She called the manager who was to busy to show up. He said to listen for a click and pull really really hard on the door. I did just that. Nothing worked. The manager refused to show. I demanded a full refund and the woman said she would file a complaint. This all happened about 2hrs ago and has ruined 2 days of work for me. I haven't given them a chance to make good because according to the reviews they have on their website, there is a huge problem with this location and it needs to be addressed. Unfortunately I didn't read them until it was too late. Hopefully I get my money back.Desired Settlement: The price of one months rent + tax, the price of a special lock which we had to buy to rent the locker, and 1/2 a tank of gas for having to drive back and forth to a location who did not honor their part of an agreement forcing me to double my time, mileage, and efforts in storing my property

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern CO, followed up on the information Mr. and Mrs. [redacted] provided. She informed our office she sent them the following email:

Good Morning, I've received your information regarding your storage unit 3070 at our Havana location. First, I'd like to apologize for the issues you encountered with our 24 hour access at this location. The manual door is sometimes tricky work after hours and the location should have shown you how to work this when you moved in. The President has been made aware of the situation and has spoke with the General Manager [redacted] regarding your rental. We've issued a VIP certificate for $114.95 for one month of storage plus 24 hour access on your account. We apologize for these issues again. Please let me know if there's anything additional we can do for you on this matter - I can be reached at ###-###-#### or the GM Ed can be reached on his cell phone at ###-###-####. Thank you, [redacted] UHC of S. Colorado

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I signed into a contract with U-Haul Enterprises in renting a 26 foot truck from 6/11/2012 at 5:18 p.m. until the return date of 6/15/2012. I picked up the truck from [redacted] Care LLC located a[redacted] and dropped the truck off at [redacted] Mart[redacted] U-Haul was made aware that this truck would be traveling from [redacted], OK to [redacted], CO, a location that is within the mountains with steep grades, climbs, drop offs, ect. Less than 100 miles into the trip, the brake light came on in the truck. While driving down the interstate through [redacted] the power steering failed going completely out. Might I add, my husband was driving the truck who happens to be a [redacted] in the State of Colorado who has had extensive training within operating a vehicle in hazardous circumstances. Upon pulling off onto the exit, my husband discovers the brakes in the vehicle have completely went out aslo. He is forced to down shift and use the emergency brake in order to order a deadly crash with vehicles in front and behind him. He was able to pull the vehicle into the nearest gas station which at that time I contact roadside assistance. A mechanic came out and fixed a line. At this point I am very frustrated to be traveling with a baby and a truck that has already caused a life threatening circumstance so early into the trip. I am greatful my husband was driving the truck otherwise a deadly crash very likely would have occured. After being repaired, the a/c went out next. Upon arriving within Colorado shortly before arriving to our destination, while driving down a steep grade, the power steering and brakes give out forcing my husband once again in the same life threatning circumstance only to have another mechanic come out and fix the EXACT same thing that was previously fixed and forcing us the drive this deadly truck even farther to it's drop off location. Obviously, there is an underlying problem that is not being mechnically taken care of.Desired Settlement: I am requesting a 100% refund on the truck, not the mearly 25% the claims representative offered 5 days ago and whom which I have not heard back. My family has been placed in a life threatening circumstance, more than once, due to the fact U-Haul enterprises are not properly maintaining their vehicles. I also have hundreds of dollars worth of damages to furniture that was inside the truck when the truck was sharply veared off the road to avoid a traffic collision. I'm simple asking for a refund.

Business

Response:

June 28, 2012

Thank you for your concern for our customer Ms. [redacted].

Mr. [redacted], our Area Field Manager for the U-Haul Company of Tulsa, followed up on the information Ms. [redacted] provided. He informed our office he issued a credit for the full amount of the rental charges in the amount of $696.01 back to Ms. [redacted]'s Visa account. The credit should post on her next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 26 ft. u-haul truck to move from Aurora, IL to Orlando, FL. On I-75 outside Macon, GA the truck suffered a catastrophic engine failure and was no longer able to be run. The truck was towed to a nearby hotel. U-Haul contracted out a company called [redacted] moving company to tranload my possessions from one truck to another truck. In the process of loading the truck several pieces of electronics, furniture, and bedding were broken or destroyed beyond repair. A 73" inch [redacted] television set had the screen mirror cracked and the front of the screen pushed in from the frame. The extended warranty we purchased will not cover the damage as it is considered physical damage. The warranty servicing company had to send an inspector out to assess the damage and I needed to pay for the service call. A 4-drawer dresser was dropped of the corner and was completely broken in pieces. A king sized memory foam mattress was forced into the top of the truck and the foam was pushed backwards creating a large indentation as it had caught on another piece of furniture. I have pictures of all the damages. Since the truck had broken down and I had no way to keep all of our perishable food cold enough for an additional 2 days of waiting/transport , we also lost over $200 dollars worth of food that needed to be replaced. We had moving assistance from a family member who ended up missing their flight home, and needed to rent a car to get back as it was much less expensive than purchasing another plane ticket. We needed to get an additional night in a hotel for the remaining members of the family as u-haul would not pay for a room big enough for all of my party. I am self-employed and lost wages due to the time that was lost due to faulty equipment as well. I was offered a settlement for $503.04 which was so far below the requested amount that it borders on insulting. I can provide pictures for the damage and the receipts/statements for everything except the dresser.Desired Settlement: I am looking for cash to repurchase the damaged goods. The breakdown is as follows:

[redacted] $1215.04 w/ receipt from purchase

[redacted] Warranty Service Call $89.95 w/ receipt for payment

Beds Beds Beds Mattress Purchase: $1661.37

The dresser was purchased at [redacted]t and the value of a replacement dresser is approx. $85 based on current retail pricing

Gas for the replacement truck $151.53 w/ receipt

Replacement food: approx. $200 w/ receipt

Airline Ticket $258

Hotel Bill $51.51

Total of: $3712.04

Business

Response:

September 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted].

[redacted], our President for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided. He informed our office a refund for $2,529 was issued to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

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Description: Convenience Stores

Address: 1300 Gulf Shores Pkwy, Gulf Shores, Alabama, United States, 36542-5906

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