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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: Last year in February 2012, my dad passed away after returning home for the funeral, I had some items of his, that I was not ready to go through yet. I found a flyer that advertised a U Bin Container for $54.95, I went into Uhaul and rented the Bin, for the next few months I began receiving notices that I was in jeapordy of losing the contents. I tried unsuccessfully to set up auto payments make payments and take the payment in but was told the advertisement that I originally purchased the rental under was no longer available or advertised in error. I began contacting Corporate in Phoeniex and was soon contacted by a representative [redacted], and told because they rented at 54.95 in the begining they would honor that price but there was not a way, to give that price other than to give her my CC information, every month, and she would issue a credit then apply my payment and this has been done, every month since Mar or April 2012 through the present. Since I only had a few boxes there, I purchased garment boxes and began storing my summer clothes during the cold season and Winter clothes during the warm Arizona season. On September 30, 2013, I went to the location because I was told they would have to know when I am coming in to access the storage bin that I paid for 24 hours prior to me coming in to make it accessible. I was going in to make an appointment to access the bin I have been paying for, for the last 18 months. I was told they couldnt find the bin, so the person on duty, called [redacted] Hanson and informed me that my bin had been moved from the previous location less the 1/4 of a mile from my home in Chandler, to a new location over 10 miles from my home. She informed me that my unit has been moved since April? I advised her, I had no knowledge nor was I ever informed, that you were moving my bin. I then asked her, how can they legally move your storage location without notifying me or at least giving me the opportunity to move to another storage facility? She told me I told you about this a long time ago. I know as a consumer I would remember if my storage bin would be moving that far away and I would not allow anything like that. I advised her that I felt this is something that would or should be communicated to me via a letter or at least email communication received from the company. I asked her for her managers name and number and told her I would be contacting her manager. I didn't feel this was legal or a correct way to treat a customer. Also, when notating my contact with her, I came up with phone records for 3 telephone calls two of which were in the begining of the contract when no one could get the advertised/contracted price and another when my credit card was stolen while on vacation and she needed the new Credit card number for my storage bin monthly charges. After leaving there, I received an automated email I have copied below stating I would have a rate increase, this undoubtedly because I assured her I would contact someone about this. I originally did a contract with Uhaul and I do not believe they are honoring that agreement by raising the price. I also had someone go back up to Uhaul to inquire about renting a U-bin asking them specifically if the bin would be located at that facility and was told yes it would be there. If that is so, then I would wonder, why has my storage unit moved? In addition I was not advised or consulted for this move. It is my belief that it may have been moved as far back as last January when I began having to make appointments to access the very bin I was paying for at the Chandler location. Here is a copy of the email sent to me a few hours after finding out my bin had been moved.

_U-Box of Central Arizona

Date: 9/30/2013

Dear [redacted],Bring in line with Self Storage Rates.

At this time, there will be a nominal rate increase on your storage unit. Effective 10/30/2013, your next monthly base rent for Storage Room # [redacted] is being changed to $64.95. With tax your total monthly rent will be $70.34. This does not include any applicable service fees. Note that if you prepay before the effective date of the increase, you will lock into the current rate for the duration of the prepayment period.

If you have any questions please do not hesitate to ask the next time you are in.

Thank you again for storing at U-Box of Central Arizona.

U-Box Management Group

U-Box of Central Arizona

###-###-####

850010

[redacted]Desired Settlement: I would like my storage bin, brought back to the location, I originally rented and agreed it would be in Chandler, less than 1/4 mile from my home for easy access. I would also like this company to honor the price I was given a contract for. If the advertisement was sent and accepted by the company in error, I do not believe this should be passed on to the consumer. I would like them to change the process where I do not have to give anyone my Credit card, I would like to pay my bill through a secured, dedicated and encryted system just as it is offered for all other valuable customers. I would like to hear from someone at Uhaul and if somehow this does not get addressed by the time the new storage rate kicks in, I would like reimbursement for any amounts paid to them over the original agreement amount.

Business

Response:

October 4, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our Eastern AZ regional office, followed up on the information Ms. [redacted] provided. He sent Ms. [redacted] a letter addressing her specific concerns. He explained not all of our storage locations can accommodate long term U-Box storage. When Ms. [redacted] is ready to vacate the U-Box, Mr. [redacted] will have the box transferred to the location it was originally stored at for Ms. [redacted]’s convenience.

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.

I have tried in vain since receiving the proposed resolution last week to reach someone at Uhaul to begin the process of getting Ubin brought back to original rental location so that I can begin process of emptying but no one including the person whom I have been in contact with for the last year knows anything about the proposal received from the Revdex.com. Please see the email received today. I have been emailing and calling Uhaul since Friday October 4, 2013. Uhaul has not contacted me regarding a resolution. If Uhaul would like to really resolve this complaint please contact me via telephone or email.

PH ###-###-####

Cell ###-###-####

email [redacted]

From: "[redacted]" <[redacted]>

To: "[redacted]" <[redacted]>

Cc: "[redacted]" <[redacted]>

Sent: Thursday, October 10, 2013 6:26:53 AM

Subject: Re: Fwd: Re:

[redacted],

I have not tried to call you or emailed you. If you have any questions about your UBOX please direct them to the manager at the warehouse. Perhaps he is the one who called you. You can reach him at the number he called from to make arrangements to have your box taken over to Chandler. If you have any other questions you can call the office and speak to [redacted] she is the one handling your complaint.

The only difference between a good day and a bad day is your attitude.

Thank you,

MCSM 723000

###-###-####

###-###-####

[redacted] <[redacted]> on Wednesday, October 09, 2013 at 9:44 PM -0700 wrote:

Did you receive the email below?

Begin forwarded message:

From: [redacted] <[redacted]>

Date: October 7, 2013 at 4:35:35 AM MST

To: "<[redacted]>" <[redacted]>

Subject: Re:

Hello [redacted], I can see that you called on Friday-but did not leave a message so I was unable to see this until just now. I would like my bin brought back to chandler as soon as possible to begin removing contents to a more appropriate location that would better suit my needs. Please let me know via email how soon this can be done. It is my expectation to have the bin emptied by the months end.

Thank you,

On Oct 4, 2013, at 2:25 PM, <[redacted]> wrote:

Hello [redacted], I tried contacting you to inform you that we will be writing off this month's rent due to your troubles. If you have any other questions feel free to contact me on Monday at ###-###-####

Thank you,

--------------------------------------------------------------------------------... />
eMove Premier Club membership provides you the ability to send an instant message to the storage facility manager.

You can also make your payments on-line and much more. If you are not already a member and want to start taking

advantage of these benefit you can become as a premier member by visiting

https://www.webselfstorage.com/uhaulpcclogin.asp.

Regards,

Business

Response:

October 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Eastern AZ regional office, reviewed the information Ms. [redacted] provided. She informed our office she sent a letter to Ms. [redacted] advising her they have made attempts to reach her but her voice mail on her telephone number ending in 4565 was full on October 4th and would not accept messages. Her other telephone number we have on file ending in 0059 disconnected after 5 rings. Ms. [redacted] provided 4 names of representatives and their telephone number that could help Ms. [redacted]. She requested Ms. [redacted] call them for assistance.

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:

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.

If uhaul has tried contacting me on my 4565 number and my voicemail says it is full and my 0059 disconnects after 5 rings, please tell me how did you leave information to reach four people? Please email me the contact information for the for people

Reards,

Review: Poor billing practices and unwillingness to return phone calls. Not providing assigned space without having to have their vehicles moved (twice).

Before the end of the month I tried to log into the account and pay the upcoming amount due. It showed that there was no payment due for 4/1/2014. I honestly thought this was due to the fact that I had other inconveniences (noted below) with your facility.

A few days later while on a camping trip, I received an email stating that my account was past due and a late fee had been applied to my account.

After I returned from my vacation, I called and spoke with a woman concerning the late charges. She explained how the interest website does not show an amount due until the actual due date (That's just stupid). Why does ANYONE make a payment when the account shows a $0.00 Balance Due? She stated that she didn't see much of a problem with adjusting the account and that the manager was not in and she assured me that I would be contacted by the local manager. I was NEVER Contacted.

Again, I logged into the account thinking I could just pay the amount that I believe that I owe and the website doesn't allow for adjusting the payment amount.

I will not pay a late fee simply because U-Hauls web site doesn't update their accounts until ON THE DUE DATE.

Furthermore, TWICE, I had brought my travel trailer to this location for storage and had to ask to have U-Haul trucks removed from my storage space. Considering the fact that I would be paying for this space, I believe this to be very inconvenience and a violation of my rights to have the space available when I need it to be.

Currently my RV is not stored at your facility and I will not be returning. Unless this account is cleared up, you will be hearing from the Revdex.com regarding these complaints.Desired Settlement: Cleared account, $0.00 Due and account closed. No further contact.

Business

Response:

April 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted our GM, [redacted], for our U-Haul Moving and Storage of Beaumont, regarding Mr. [redacted]’s concerns. He explained the parking issue has been corrected. Mr. [redacted] spoke to Mr. [redacted] and offered his apology for any misunderstanding regarding the payment. The storage account has been closed out although there is still a monthly fee and a late payment due. The charge has been removed.

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 is not completely satisfactory. For your reference, details of the offer I reviewed appear below:

After the manager finally contacted me (denying that he was aware of my e-mailed

complaint and phone conversation with their customer service. Why did he

call if he didn't know?), he agreed to remove the charges and zero out the

account. Although he was apologetic and blamed the fact that they were

using my space for parking due to their lack of storage space, I insisted that was

not my problem and that it was inappropriate for them to utilize a rented

space for their moving vans and expect their customer to pay for a space that

wasn’t always readily available to the customer.

Furthermore, the statement "although there is still a monthly fee and a late payment due.

The charge has been removed." seems to imply that they did ME a favor and

they have reluctantly removed all charges.

Although I am reasonably satisfied with the results, I believe that the wording in their

statement should have been more apologetic rather than stating that I owe

them money and implying that they are doing me a favor by removing the balance.

The fact is, U-Haul utilized MY Rented space just

as much or more than I did. Unethical practices....plain and simple.

Regards,

Business

Response:

April 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be assured that our intent was not to come across as though we were doing a favor for Mr. [redacted]. I apologize if that is how it was perceived. When the issue of the parking of our trucks was brought to our attention, we rerouted them to prevent any further inconvenience for our customers.

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

Review: I had originally set up online to drop off truck in [redacted] then,I was sent in a loop as to where the truck was to be dropped off.

I had reserved a truck online which was to be picked up on 12/22/12 in [redacted],** and dropped off in [redacted], ** the same day. I had specifically said at the [redacted] pick up that I was dropping it off in [redacted] and they said yes, my ex husband was even there to be a witness to this. I realized on the trip back that it said [redacted],**, but I thought it might have simply been a general area town that was used, so I called about 430PM asking why it was listed as such to make sure it wasn't simply a computer error, and they told me that is where I have to drop it off. I said to them that I had reserved it to be dropped off in [redacted] then they tell me that place doesn't exist. Her ([redacted]) and I went back and forth about this then she told me she doesn't want to argue then hung up on the phone with me refusing to give me any answers to my complaint. She simply told me I have to drop it off there end of discussion. After calling back a few more times she sent me a number which sent me in a loop of an automatic response so I was not able to speak with a person, so I called her back and she told me the same and said she contacted her supervisor but I had to wait to hear anything back because Christmas was in a couple days. I put 10 dollars in gas in the truck then it was taken back the next day. Once the truck was in [redacted] my ex was told to not drop it off in [redacted],** but in [redacted],**. So the truck was then taken to [redacted] where it was finally accepted to be dropped off. I received a call today (12/27/12)Where the regional manager told me all he could do was 50 dollars for all the hassle I had to deal with. I brought up the multiple trips for trying to drop it off,and the original drop off point in [redacted], where he told me that it was recently closed. When I brought up about having to ultimately drop it off in [redacted], ** he told me that [redacted] is simply a town that is nearby so it is simply counted as the [redacted] area, which is what I thought it would had been for the [redacted] drop off. I was so irritated by this that I just left it at 10 in gas which was enough to get to the [redacted] location.

I am very annoyed by all of this, and they want me to pay 200 dollars for all of this trouble they put me through and expect me to just accept it. They made the mistakes and I will not accept simply getting 50 back since it is their mistake that sent me to 3 towns to drop it off in the first place. We had no way home from [redacted] the night before which is why the truck was dropped off first thing the next morning which is what I had said to the operator [redacted] the day before when I had to attempt to actually speak to someone but got sent in the phone loop. This is unacceptable to me and unfair as a customer to be treated like this which is why I am registering this complaint, and won't just accept 'sorry that's all I can do' from the regional manager and expect nothing more for this poor service.Desired Settlement: Even if it is not the full 249 back I feel that the minimum acceptable refund is the 83.36 back that was charged for the gas fee.

Business

Response:

January 2, 2013

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of [redacted] and [redacted], followed up on the information Ms. [redacted] provided. He spoke to Ms. [redacted] recently and relayed that she did sign the contract agreeing to replace the fuel in the truck when she completed her rental. Mr. [redacted] issued a refund for all extra charges, or $45.36, excluding the $38.00 fuel expense.

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:

First of all as of yet I've recieved no refund, it is 1/3/12 and I checked about an hour ago.

Secondly I also reserved the return to [redacted] not [redacted], then [redacted]. It was UHauls fault for sending me all over the place to begin with so I do not believe it was fair. The area manager himself said that [redacted] was listed but it included towns around it, the fact that he can double talk like that by telling me I signed for one place that was only a round-about area is unfair in itself. You want to tell me that I'm supposed to assume that since it says one place it doesn't mean another that is farther away than what I reserved in the first place. I shouldn't have to pay for gas I shouldn't have had to pay in the first place. I would have no issue paying for the gas if I didn't get sent all over the place to drop it off. The excuse that the area manager gave that it was just an approximate area is wrong when it sends me out of my way. I want the 83 back not less because of the rude constumer service and double talking as to where the truck goes. You can't allow [redacted] to be reserved then say [redacted], then change it again to another town. You sent me all over you pay for it yourself, don't make the customer do it.

I am not satisfied at all with the ''options'' given to me.

Business

Response:

January 10, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NH and ME, reviewed the information Ms. [redacted] provided. She informed our office she was sorry for the delay in processing the refund as promised but that she also spoke to Ms. [redacted] recently and advised her of a refund for the extra miles and fuel service fee as well as a refund for a portion of the fuel charge. The refund for $63.96 was issued back to Ms. [redacted]’s [redacted] credit card and 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

First and foremost. I would NOT use this company for anything moving related. As I've come to realize each U-haul location is franchised out, you'll never know what you're going to get. Please spend the extra money and go some place else. To keep things short. I purchased a U-box from a location in Rochester NY from the actual owner of the location (Glenn). He wasn't to familiar with what I needed which was a surprise because he was the owner of this location. I scheduled for the box to be at my house on a Monday since my company had provided me a tight window for relocating. That morning I waited to only receive a call from Brittany with a message saying that my box would not show up until the next day. The reason she gave was that "the two systems don't communicate and the stores can't see her schedule and when boxes are available or not"I took off of work, had friends who take the time out of their day to help and now I couldn't pack my u-haul which needed to be out as soon as possible. She said it would get there before 10 the next day (Tuesday). The U-box didn't arrive until 11 and when I called that morning prior to the 10 oclock deadline I had the pleasure of an answering machine. After leaving a few messages I never received a call back from Brittany. The box was picked up Wednesday morning by the driver who was very accommodating and flexible with his schedule after I explained why I needed the box here Monday.

I then called u-haul again and received another answering machine. My next plan was to file a compliant with the company, so I called customer service and explained my situation to a nice lady and she assured me I would have a manager call me within 48 hours. This call was made November 26th. I still have not received a call from a manager to discuss the situation. At this point I'm disgusted with the lack of customer service and the ability to keep paying customers happy. I relocated that Friday and called U-haul that first week of December to receive a status check on my u-box (the one I paid for). Brittany couldn't give me an update on where it was and couldn't give me an update at any point during this process. The box was shipped December 3rd, after it being picked up from my location December 27th. The box sat for a few days as I was not aware of when it would be shipped. Moving is stressful in and of itself. The last thing you want to hear as a customer is I'm not sure, or It will be there soon. This is the reason why I will never and will not recommend this moving company to anyone.I called Brittany every two or three days to leave a voice mail only to not have my call returned. And when I did speak to her I felt as if I was a problem that needed to go away instead of a loyal paying customer that would like some basic information on where his belongings are.It also amazes me that a logistics and moving company can't give me an idea of where my things are. There are no systems in place to give updates or status reports regarding transportation of YOUR things. My box was received December 10th and that morning I once again called Brittany to get an update. She then said I'm not sure but to call her in a day or two if it doesn't arrive. They have 10 days from when payment is received to deliver the box. This was not my question. All I wanted to know was where it was, what state it was in, what was the ETA so I could arrange my schedule. I had to ask her to send an email to Arizona shipping department in order to get a response on the u-box. Guess what. I still haven't heard back from her. The unprofessionalism is why I'm writing this review. The lack of follow up and concern for the customer is why. I paid full price for low quality work.

After I received the box, I unlocked it to find out that now that door was realigned and I couldn't close it. Please feel free to call me as I have documentation of this issue. I needed to use all my strength to get that door close enough to jimmy the lock back on. Now I'm thinking, if my mother was moving and she couldn't get the door back on, how would she lock it. She couldn't and that's an issue. Not sure what happened to the door, but this was just the icing on the cake with this situation.

Please please do yourself and me a favor and pay a little more and go with POD or another service. I would not want anyone to go through the stress and frustration of what happened to me. I'm going to leave my information in this review because if I'm going to tell this story I also want people on both ends to have an opportunity to reach out to me. If anyone wants to contact me with questions please feel free.

Please please I'm begging you. If you need to move go with someone else. Don't get a u-box, and if you do please make sure you are able to get tracking numbers and have a contact person you can rely on to give you accurate information. I paid $1300 and I would pay $2000 for another company if I knew what I knew now. As I said before. I'm still waiting on a reply from my first complaint which was weeks ago. Would you want to have a company that can't follow up or do their job to the best of their ability managing a move. Moves are stressful already, please don't add additional stress with sub par companies that don't care.

Thank you for reading this.

Please contact me @ [email protected] if you have any questions.

Review: On 8/16/2014 I completed a rental from zip code 23063 to 23231, which is approximately 50 miles. Because I was doing a one-way rental, I was quoted a rate of $155 and on the Saturday when I picked up the truck my credit card was charged $176.I was contacted the morning of the rental by someone that identified themselves as the owner of the location where I was picking up the truck. He suggested since I was doing an intown rental, it would be less expensive to rent it and return it to the same location as the charges would only be for days/mileage. I agreed to that. When my husband and I got to the location, the truck was not there and after waiting 15-20 minutes the truck arrived. The truck was full of garbage that my husband and I cleaned and gave to the young lady in the store to dispose of.We returned the truck on Sunday and I personally cleaned the truck out! I received the electronic billing statement and there were charges on it showing I owed an additional $264.45 (plus a $30 fee if aid late). I promptly called Uhaul and issued a complaint at which time I advised the representative of all of this and the fact that I would be on vacation from 8/23-9/3.I never received any follow-up calls, emails or notifications. But my card was charged $284.99 and I need Uhaul to refund my money. I was charged for both a one-way rental and a daily rate (it cant be both).I was charged for 2 days at $39.95.we picked up the truck at 8 AM and returned it the Sunday which I was told would be considered 1 day.I was charged $264.45 for mileage charges for 205 miles. There is no way that is possible since we NEVER left Virginia and went from 23294 (truck pick up) to [redacted] (Goochland) to [redacted] (Henrico). There was a $50 cleaning fee. I personally cleaned the truck out. The only items left in the truck equipment that was from the previous renters (a dolly, blue U-Haul blankets and 3 boxes).I have contacted customer service and I am not getting any help or assistance.Desired Settlement: The total amount I was charged for this in town move was $430.99, which is absolutely ridiculous. I would like my account reviewed and my money refunded back to me.

Business

Response:

pursuant to our conversation on 10/13 this issue was forwarded to aor corporate office in Phoenix, Az and their finding was that that all charges are accurate

Review: rented a uhaul for less than 24 hours was charged 400$ this location is rude and does not appreciate there customers and do not believe in customer satisfaction when u go to complain u end up speaking with the one who approved all the fraudulent charges to your account so it becomes one giant circle worst experience with any uhaul they will do anything to nickle and dime you for charges would NOT!!!!!!!!! suggest renting here or uhaul at all this was my first and last experience with this companyDesired Settlement: would like my money back and never rent a uhaul again I will always suggest to friends and family to NOT use uhaul they are fraudulent

Business

Response:

January 10, 2013

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

Mr. [redacted], our GM of our U-Haul Moving and Storage at Academy Blvd, followed up on the information Mr. [redacted] provided. He recently advised Mr. [redacted] that if he brought in a copy of his Visa credit card statement indicating he was charged an overdraft fee because of the U-Haul charge, he would refund the fee plus the $30 fuel charge. Mr. [redacted] relayed his work schedule.

Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered 11 Medium Size moving boxes on Sunday, September 9, 2012. When my order arrived on Sept 12 they had sent me 11 Extra large boxes that I cannot use. I made a call at 5:03PM EST to have the situation corrected. The lady who answered the phone told me that she would contact the warehouse to see if they could get the correct order to me on the morning of September 13, 2011 as I have a truck reserved for my move on Friday, the 14th of September. She also stated that she would return my call. After 35 minutes of waiting, I called her back at 5:38 EST at which time I was told there was not anything they could do about my situation. She also stated that the warehouse closes at 5pm EST. She failed to tell me during my first phone call that the warehouse was ALREADY CLOSED and there would be no way that they could correct my situation. She further stated to me that there was nothing she could do as far as sending my boxes and refunding the money ($25.85). So basically I have no boxes that are the correct size and I still have to pay for them. When they finally get here I will not be able to use them as I am moving on Friday. I find it very neglectful on the part of the customer service rep at Uhaul to not tell me during the first phone conversation that the warehouse was already closed.Desired Settlement: I want a refund of my money that I paid for the boxes and I want the boxes sent to me anyway. I ordered them for a reason but I should not be dismissed with an "there isn't anything I can do, the warehouse is already closed" excuse. My time and scheduling is just as important as anyone else's is and now I will have to go hunt down the boxes at another location and spend even more money on the purchase, time, and gasoline involved because I would have to drive my SUV to pick them up.

Business

Response:

October 2, 2012

Thank you for your

concern for our customer Ms. [redacted].

Our Web Sales Department

advised our office they did send Ms. [redacted] the 11 medium size boxes

by FedEx on September 14th. Ms. [redacted] has not returned

the extra large boxes. If she wishes to return the extra large and

the medium boxes to a U-Haul Center, she will be refunded $25.85.

They provided the FedEx routing number, #[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

Review: Where to begin? We rented a pod online june 17, 2013 - only to find out that they give the exterior dimensions. Their interior dimensions are half a foot less on each side in the inside - meaning our furniture wouldn't fit. We had to look into renting a truck. June 18, 2013 we rented a 20' truck online. Was also offered 1 month free rental at a storage facility (which we find out later we were misled on that). We received confirmation of our reservation. June 23, 2013, we received a text around 9:40am stating our truck is guaranteed for us at a location that wasn't even open on that day (& it wasn't the location UHAUL we picked when we reserved online). Also received email GUARANTEEING our 20' truck rental at 2110 E Locust St in Omaha, NE at 12:00pm. Again, that place was closed for the day. We called UHAUL - I was told by some snotty lady that I should call back Monday at 9am. Explained to her we are basing our move on this 'guaranteed' reservation & now she tells me there are zero trucks available? She told me I could drive to Lincoln (that is an hour away) & a truck 'might' be there at maybe 4:30pm. Asked to speak to a manager & she told me there wasn't anyone. That again I could call monday at 9am. We hung up. Called back again to speak to someone else. Explained our situation again - she told us to call a phone number that we had already called - told her we had & it did no good. Asked to speak to a manager. Was transferred to '[redacted]' - who stated he didn't know what was going on, but he'd try to resolve. After waiting on hold for 25 minutes, the call was disconnected. We called AGAIN - apparently '[redacted]' does not exist. I was told to call a regional number to resolve the issue. They gave me a number in Massachusetts. I find this out after calling to ask for a certain person they said to ask for - who wasn't even there until Monday 9am. (again, does us no good). The guy there then told me he couldn't help anyways as I was in NE. He gave me another number to call - we did. After waiting on hold for 25 minutes before even getting to talk to anyone, I again explain the situation when someone comes on the line. She then tells me that there are NO 20' trucks at all. I asked her how they can guarantee a truck reservation (through phone call, email & text)? She couldn't answer. I emphasize that we had helpers to help move based on this reservation. She tells me there is only a 26' truck available on the other side of town from us. She would give us that for the price of the 20'. Told her we based our gas on the 20' truck - she says they are the same mileage. She tells us she can give us that truck and a $50 discount. I asked for more of a discount than that as this has caused all sorts of problems for us (this guaranteed truck that isn't even available). She told me to take the offer or leave it. We had no choice. We didn't get the truck until 3:30pm. We lost our help for the day. Had to try to load up the next day, it rained all morning. We sat in our garage crying - nothing is going right. My husband was to start a job out of state on Tuesday - that didn't work as we were delayed in the truck, lost our help, and the weather was awful the day we had to load. I look at our bill and we were never given a discount. This was a huge hassle. How can UHAUL 'guarantee' a truck then not have it?!? When we dropped off the truck in Texas, we ran into a former manager of UHAUL who heard us talking and he says it happens all of the time. Even said UHAUL sends in 'dummy' customers to test the managers to see how they handle it - they are told that they are to tell the customers they don't have a truck right now & they'll call when available. That's not how a reservation or a guarantee work!!! This has been an absolute headache!! Then we get to the storage facility, only to find out that they don't offer a free month of storage rental. They use the UHAUL software, but they don't offer a free month. Explained they were on the website. They didn't know why. When we were given the offer after our truck reservation, we picked from the storage facilities UHAUL had listed on its site. That site said nothing about us having to rent from a UHAUL storage facility (we find this out after we call UHAUL from the storage facility only to find that out. We ask what they have around us & they have a 5x5x8 (a closet) which will NOT fit our 3 bedroom house belongings. We didn't have the mileage or time to drive around so we rented where we were at. We should have still received a free month through UHAUL for the misleading offer. Again, I cannot emphasize what a HEADACHE this has been. It greatly delayed our move. It caused a lot of stress and headaches. It caused my husband to miss a job opportunity.Desired Settlement: We would like a refund of at least half, if not ALL of our costs for renting the truck. We'll cover the gas, but we should be reimbursed for what we spent on the truck rental due to this headache. We would also like UHAUL to pay for one month of our rent at the storage facility that they offered on their website - that was extremely misleading.

Business

Response:

July 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], a Customer Service Agent, followed up on the information Mrs. [redacted] provided. She attempted to speak to Mr. or Mrs. [redacted] but reached their voice mail. She left a message requesting a return call in order to personally address their concerns and offer a resolution. Ms. [redacted] can be reached at ###-###-#### if not already.

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.

They attempted to call; however, I take care of 4 children during the day, phone calls are not a good option for me. I received an email offering $75 off future UHUAL goods/services. We do not accept that response from the business either as we will NEVER use UHAUL again. I have attached a copy of my reply to UHAUL regarding this $75 email offer. It is unacceptable considering what we went through and it is NOT what we requested for a response. We want our money back for both the truck and the one month of rental. That is the ONLY solution that will consider this resolved from our end. Attached is a copy of our response. We sent this certified last week and have not received the green card as of yet confirming receipt by UHAUL. They need to make this situation right. Offering future goods/services is useless. We want 100% of the truck rental cost returned to us for our problems (they didn't ever credit our $50 'credit' they promised - and after our experience, that is unacceptable - we want our rental cost for the truck returned to us - as well as one month of our storage paid for as was offered but not honored. Thank you.

Regards,

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], a Senior Customer Service Representative, reviewed the information Mrs. [redacted] relayed. She relayed that she acknowledges there were communication issues in regards to the information Mr. and Mrs. [redacted] received about the free month storage. As a resolution, they were issued $50 for the reservation concern and she issued a supplemental refund for $75 for the storage concerns. The supplemental credit should post on their next Visa credit card statement. We hope they still take advantage of the $75 VIP Certificate we issued as we feel it can be of great value to our customers and is valid for two years.

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.

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:

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.

A $50 credit for storage is NOT an acceptable solution. We should be receiving the full $124 for the free month. This was UHAUL's mistake, NOT ours. False advertisement/misleading website on THEIR part.

We have not received any $75 credit for the truck - even if we did, NOT acceptable. And we reiterate, AGAIN, we will NEVER use UHAUL again - for anything at all, so their $75 certificate for use of their items is worthless to us.

We have already stated the proper action required to resolve our complaint from our end, which would be at least 50% reimbursement of our rental fees for the truck, if not 100%. UHAUL doesn't seem to understand what HUGE problems they caused by not having the truck 'guaranteed' at the time they stated they would. Again, we have texts, emails, phone calls, & other witnesses supporting the problems we had with the 'reservation'. This is not unusual for UHAUL to do. It needs to be stopped. Proper resolution, again....GIVE US OUR MONEY BACK!!!!!!! Seriously considering taking them to court over this - they were in the wrong and things need to be properly resolved.

Regards (continuing to get very upset with this 'game' UHAUL is playing),

Review: I went in the afternoon of 11/1/2013 to rent a U-haul to make my move to [redacted]. Upon renting I asked the gentleman "Does the cab seat 3?" He said that the cab of the moving truck did, in fact seat 3 people. I signed the paperwork and paid with my bank debit card the amount of $542.62. I got into the truck and immediately noticed that the cab only has 2 bucket seats. This is unacceptable to me because I have a 6 and 3 year old and they my be in a car seat and seat belt at all times. I went back in to the facility and informed the dealer of this. He was a very polite man and immediately refunded my account. However, when I got home a couple of hours later and happened to look into my bank account, the money was still being held from my account. I called U-Haul and the only answer I got was "wait 3 to 5 days". I DON"T HAVE 3 TO 5 DAYS!!! So I instead went directly to my bank, [redacted]. There were 2 or 3 ladies that took charge and jumped through hoops to release my funds for me. Their actions included contacting the dealer in [redacted] and having him fax them the same paper he gave me stating that he had refunded the money into my account. This process took [redacted] Bank several hours, but they exhibited EXCELLENT customer service and made sure that this was done for me. I woke up this morning (11/2/2013) and upon checking my online bank statement I had found that U-Haul had, yet again, removed the $542.62 from my bank account, leaving me with $1.22 in my account as useable funds. I contacted U-Haul immediately and spoke to a woman named [redacted] at approximately 8:20 am. [redacted] took the phone and fax numbers for my bank and promised to have the situation remedied. I didn't hear back and so I called again (###-###-####) and spoke with a man named [redacted] at approximately 8:50 this morning. He was VERY rude and unprofessional and stated simply "you'll have to wait until Monday" I asked to speak with his manager and he then informed me that he IS the manager and that he does not have a boss. I hung up and immediately called back and spoke with a girl named [redacted]. [redacted] went to her manager and said that they were unwilling to help me until Monday. I have worked in customer service settings for years and, at ANY of the companies I have worked for, if I had hanled a customer's situation with such nonchelance and poor customer care, I would have lost my job immediately. Over the last 7 years my husband and I have used U-Haul services many times. I would venture to say that we have probably spent upwards of $10,000 for U-Haul services. I am VERY disappointed in the lack of customer appreciation, care, and service. I am EXTREMELY inonvenienced by this situation and am now financially strapped because I cannot gain access to MY money! Money that I along with [redacted] Bank have already worked to place back into my account. Only for U-Haul to turn around and tell me that they can take my money on a Saturday, but can't return it to me until Monday. This situation is absolutely appalling!!Desired Settlement: I would like for U-Haul to immediately replace the $542.62 into my account, I would like also for them to be responsible for ANY and ALL late fees on bills, overdraft fees with my bank, a formal and professional apology from U-Haul's upper management, I would like for the U-Haul company to take this situation and incorporate this as a training technique for future employees and teach them a little better how to properly provide customer service, and lastly, I would like for [redacted] (the manager with no boss) to experience reprimand such as demotion, re-training, or termination. Thank you.

Business

Response:

November 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mrs[redacted]

Our records indicate both the charge and the credit were processed on November 1, 2013. A credit card company will know of a charge immediately due to the fact we had to obtain an authorization from them at the time of the debit. That dollar amount is put on hold by the credit card company. When the actual charge is received from the merchant, which can take approximately 3 days, the debit is applied to the card holders account. However, an authorization is not needed to issue a credit to a credit card. The credit card company does not know about the credit until they actually process the transmission, which can also take approximately 3 days.

Notes in the file we have set up for Mrs[redacted]in our Customer Service Department indicate we faxed information to her credit card company advising them we issued a credit to her credit card for the same amount of the charge in an effort to have them post the funds back on to her account.

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 returned the truck with the appropriate fuel level according to the contract we signed.

They applied a $30 fee and additionally applied another unauthorized hold against my

credit card. They are very dishonest in their dealings and cannot be trusted. Made up

reasons to take money from someone is the same as stealing.Desired Settlement: They should be investigated for their unscrupulous business practices.

They should not get away with charging customers $30 for $1 worth of fuel.

It is a total rip of! I just want them to be

stopped from doing this to someone else. I wont use them again and

will encourage others not to either. If my other fees they have on hold are not returned to my account

I will file criminal charges.

Business

Response:

April 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted]'s rental contract shows the fuel charges were reversed and refunded back to his [redacted] account on April 6th.

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

I had many problems trying to book a truck from this company. I was provided with a smaller truck, at a different location, and a shorter time period than what I had originally booked online (a month in advance mind you). Calling into head office is a joke. I had one girl hang up on me two times (I'm pretty sure it was the same person at least). I simply asked if there was anyway she could get my order closer to what I had originally asked for and I guess maybe she was on her period or something because yeah, she was extremely rude and hung up on me. I wasted many, MANY hours with this company, and lost money as well because I had to take an extra day to move. In the end they gave me a $50 credit (which is 'guaranteed' on their website anyways, although I still had to fight for it). Wooohooo! I guess I'll go take my boyfriend out for a cheap dinner or something and forgive U-Haul for their complete incompetence. Yep.

Review: This u-haul location ([redacted]) has questionable business practices. The policy regarding the $50 refund if the rental is not available is very misleading and this location mislead me on the conditions for obtaining it. This location did not have the rental available that I had reserved online. Since it was not available, they directed me to another location (which was very inconvenient) for the rental and ensured me that I would get the $50 refund. Upon calling customer service, they said that I was NOT eligible for the refund, since the location never called me to confirm the date and time of the rental - even though my online reservations and early check-in clearly indicated the date and time. U-Haul's description of the $50 guarantee on their site does not indicate that the location must call to confirm. Desired Settlement: I would like to be refunded the $50 that U-Haul promises in their reservation guarantee.

Business

Response:

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

[redacted], our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Good Evening Mr. [redacted], I've received your information from the Revdex.com regarding your recent U-Haul rental. I apologize if our policy wasn't explained properly at the time you made your reservation. I've advised the President of the situation and he'll speak with the General Manager and his staff regarding the policy and your reservation. As a courtesy we've refunded the $50 reservation guarantee to your account. For future rentals please be aware this is given when a reservations time and location has been confirmed and guaranteed. I apologize for any inconvenience or confusion that arose from this experienced. The credit will take 3-5 days to process to your account. If you should need anything further please let me know. Thank you, [redacted] UHC of E. 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

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 November 1, 2012 I rented a Uhaul. I was told that the truck at that time by the assoiciate [redacted] that the truck was $29.95 plus insurance and I had to allow them to put a $100 hold on a debit card for the rental which was fine. I also wanted to rent a utility jack which was additional. I forgot the charge for that but after getting the U haul they never put the jack on the truck and we needed one so we used the one that was on the truck. The day we were moving was during Hurricane Sandy so it took longer than we expected and the U Haul people called on the 3rd and wanted to know when we would have the truck back and I explained it was taking longer than we expected and I was told that we would have to pay for an extra day which I said that was fine. On our way back we had an accident with a women that tried to cut us off and we hit the side of her car. We called the police and the officer got our info and noted there was really no damage to her car but a small dent and the paint was scratched. He said since the damage was minimal. He was going to file a report but he contacted U Haul to let them know what was going on. He told the women to contact [redacted], he was the manager at U Haul and since there was insurance on the truck he would take care of it. The officer ran my information and found out my license was suspended and he the women of the truck parked the truck until I got someone else to drive the truck. When the truck was returned I contacted [redacted] to find out how much I owed and he said was over $400. I asked him how did he come up with that figure and he said there's the $100 deposit for the truck and $14.32 for insurance for 2 days, the truck rental $39.95, $50 for not putting gas in the truck plus the fuel they put in, and a fee for unreturned equipment. I told him that the truck I rented was $29.95. He said because I had an accident, he'd reduce some of the charges but I had to pay an addition $184 and some change. There's more I need to tell you but have no space to type it all.Desired Settlement: I don't owe an additional $184. Regardless of the accident there was NO damage to the truck that the police, the other person in the accident nor the people who help me move that was there that they say was. [redacted] claimed there was damage to the side of the truck. Now I noticed damage to the truck on the 11/1, but that was after we got the truck to my house. This was prior to the accident on 11/2. The front bumper is what hit the lady's car NOT THE side. The $184 was a compromise for the "damage

Business

Response:

December 19, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Pittsburgh, followed up

on the information Ms. [redacted] provided. He informed our office he

spoke to our GM of our U-Haul location involved. In the interest of

customer good faith, they will compromise with Ms. [redacted] and remove

the damage fee for the damage Ms. [redacted] states she did not cause.

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: Uhaul Ubox will not return calls, and continues to charge your credit card while they don't pick up the boxes or work to remedy the issues. It took 6 calls and 2 weeks to get my boxes shipped to me. They billed $2100 for the shipping and then charged me $500 for another month of storage for the empty Uhaul boxes that they did not come pick up.Desired Settlement: Refund of a portion of the more than $3000 that I have been charged by Uhual for the lack of responsiveness, overcharging of fees, and horrendous UBox program.

Business

Response:

October 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Gm of our U-Haul of Mountain View location, followed up on the information Mr. [redacted] provided. He informed our office he has stayed on contact with Mr. [redacted] and confirmed Mr. [redacted] did receive his U-Boxes. The additional rental charges were reversed due to the delay in getting a Bill of Laden from the shipping company. Mr. [redacted] also agreed to refund $209 for the pick up due to delay and Mr. [redacted] will only pay the $209 delivery charge. He provided Mr. [redacted] with his cell phone number in case he had other concerns. When he spoke to Mr. [redacted] on October 5th, Mr. [redacted] relayed his items had arrived at his new residence.

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 July 5th, 2013, my husband and I rented a car trailer from U-Haul. We went to the Hamden, CT location where we completed all the paperwork for the car trailer rental. The U-Haul employee accompanied us outside and proceeded to hook up the car trailer to our brand new, 2013 Ford F-150 truck (that we had just purchased for $50,000). The employee had us pull the truck to where the car trailer was and then had us wait in the truck while he hooked up the car trailer to it. He told us it was all hooked up and we could pull our 2012 Porsche Cayman R onto the car trailer. When my husband went to drive the Porsche onto the car trailer, the car trailer became detached from the truck and went up the pick up truck, severely damaging the tailgate. I immnediately went inside to let them know what had happened and asked to speak with a manager. I was told the manager was not there but they would call him. An employee called the manager who refused to speak with me and told his employee to tell me to call their insurance company and file a claim and have our truck fixed. That employee then came out into the parking lot to look at what the other employee did and verified that he did not hook it up correctly. The employee who hooked it up then stated that he had never hooked a car trailer up before. He then got on the phone with presumably the manager who he called and told him what happened. When he got off the phone he told the other employee that he was told that he should take the U-Haul University class to learn how to hook up the car trailer. I immediately called U-Haul's insurance company to file the claim who told me it would take several days for the adjustor assigned to our case to contact me. I took photos of the damage to our truck and we left U-Haul. The employee gave me the phone number of the district manager who I now wanted to speak with because the store manager refused to even talk to me. I left several voicemail messages for the district manager but my calls were never returned. After waiting two weeks to hear back from the district manager, I called the corporate office to file a complaint. The corporate office offered me a $100 gift card for "my trouble" which I refused and said what I wanted was someone in charge to call me back to discuss what had happened and how the damage to our truck was going to be repaired. I was not looking for anything extra, just someone to actually care about what had happened to us and to ensure and oversee that we were made whole and our truck was repaired. To date, not one person from U-Haul has bothered to call me back to discuss the situation. It is now over two months later that we have been fighting with their insurance company to pay for the truck damage. Their adjustor came out and surveyed the damage to the tailgate and sent us a check for $1600. When we asked what do we do if and when the autobody shop states that it is going to cost more to replace the tailgate, we were told by the insurance company that U-Haul has to approve anymore money and good luck with that because they decline everything. They are also only alloting us $30 a day for two days for a rental car which is well below how much it is going to cost to rent a car while our truck is being repaired and it is going to take more than two days. I am disgusted by not only the blantant negligance of the U-Haul employee who did not know how to hook up the car trailer and damaged our truck, but even more so by the lack of caring and professionalism by U-Haul for not even having the decency to return any of my messages or address my complaint as well as the fact that they are having the insurance company refuse to pay for anymore than the $1600 to fix the tailgate on the truck or pay in full for the car rental we will need while the truck is getting fixed.Desired Settlement: I want someone from U-Haul's corporate office to contact me and finally return a phone call and address this complaint that has been open for over two months. My desired outcome is for U-Haul to allow their insurance company to pay for whatever it costs to repair our truck that they negligently damaged as well as pay for the car rental in full that we are going to need while our truck is being repaired.

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the CT regional office, along with his Executive Assistant, [redacted], have made attempts to reach Mr. or Mrs. [redacted] at the telephone numbers listed. Messages have not been returned but they hope to hear back soon in order to personally address their 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

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.

I spoke with [redacted] at U-Haul who contacted the insurance company who was not responding back to us for the additional repair that is needed. She got the insurance company to get back to me right away and they have ok'd us bringing the truck back to the auto body shop to have a supplemental estimate done and hopefully will be approved to repair the truck. [redacted] has been extremely helpful in resolving this complaint and barring any hangups with the insurance company, I am satisfied that my complaint has been resolved.

Regards,

U haul is a terrible company to rent from! If you want terrible customer service & results, then they are the company to rent from. My husband rented a truck from them, the truck broke down & they first told him that they were going to charge him an additional $500-$600 even though he bought their "insurance". He disputed that & they then told him someone was on the way to him. Not true!! After going back & forth with them for numerous hours, not only him, myself, a friend of ours and his parents calling them for help that was assured to be on the way, he received help 11 hours, yes 11 after he was told their was help on the way. He had to sleep in the truck along the highway since he was too exhausted to drive. We asked for reimbursement for the amount we paid since the service was terrible and they were caught in lies multiple times. But they refused to do a full refund. They told us we would get $130.00 of the $550.00 they charged.$100.00 of which was an upgrade they said was complimentary. After 3 weeks we have only received $30.00. Wow, even more great customer service. Multiple calls have been made to them with no avail. This is the first time I have ever made a complaint like this coming from working in customer service, but it needed to be done. Keep it classy uhaul!!

Review: First off, I made my reservations for a 26 ft truck, a vehicle transporter and secured moving help but when I went to pick up the equipment the morning of they had no record of my reservation and required me to drive 25 miles to pick up the equipment elsewhere. Once I secured the equipment it was in horrible condition. The brakes felt as though they might be going out and I don't believe there was any power steering plus the seals on the driver side window were out causing a loud roar in my ear for the duration of the 14 hour drive. The vehicle simply didn't feel safe but I had no choice it was all they had. From there I began trying to contact uhaul in order to discuss drop off location and was promptly hung up on by roughly 7 out of 10 customer service reps. One of the three that I was able to talk to was extremely rude. I was trying to explain to them that they had given me a drop off location that was 2.5 hrs from my new house and that I needed to drop it off closer. They refused my request, which I guess is their prerogative, but it is unreasonable to require someone to drive even further out of their way. We were able, through online chat, to get the drop off location a little closer to our home but still further out than necessary. The second customer service rep who didn't hang up on me informed me that they couldn't address any of my concerns with their service or the condition of the truck until I had returned it. Once I returned it I began trying to call again but still got hung up on. Finally, I was able to reach one rep and she took note of my concerns and informed me that a manager would contact me within 72 hrs, which they did but just barely. I tried explaining to him that the service I received and the quality of the equipment was not worth the nearly $1000 that I paid and that I felt at least a partial refund was in order. He informed me, rather rudely as per the uhaul company policy it would seem, that I had already received a $243 credit for not dropping it off at the set location. I told him, Mark at ph ####-###-####, that this wasn't a credit at all that the location was set incorrectly to begin with by them and I had been trying to get it resolved for the previous 3 days but to no avail because everyone kept hanging up on me. He refused to resolve the issue and did nothing but say, "I can't speak for the Texas end of the trip and am not authorized to give any refunds." He continued to claim that the $243 was a credit but it was one that should never have been needed if they had checked my move to address.Desired Settlement: I am a fair and reasonable man and if their customer service had been at least halfway decent, by that I mean not rude and not hanging up on me, I could have accepted to condition of the truck, appreciated that we did make it to our new home and simply notified them of the condition. There is no call for a major national company, who pretty much has a monopoly on moving truck rentals, to treat their customers this was. I believe a $250-500 refund at the minimum is a fair settlement for the issues that I had to deal with and they should get their phone systems serviced and customer service reps trained to not hang up on customers.

Business

Response:

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he will be in contact with Mr. [redacted], if not already, to address his concerns and advise him of a refund for $300 he issued back to his [redacted] account. 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 was given wrong information by the clerk at Uhaul when I wanted to rent a van. The clerk told me that they did not accept checks, so I had to go next door to [redacted] to get my personal check cashed. When I returned the manager told me the clerk gave me the wrong information and that they did not accept cash to rent cargo vans. I had to pay a $12.00 fee to get my personal check cashed. Since Uhaul gave me the wrong information, I want them to refund my $12.00Desired Settlement: Refund of $12.00

Business

Response:

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

[redacted], our Executive Assistant for our Tulsa Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and addressed her concerns. A refund for $12 was sent to Ms. [redacted], which she should receive in the mail soon if not already.

As we value Ms. [redacted] as a customer, Mr. Welch also sent her a $25 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

Review: On 7/25/2012 I rented a 5 X 10 foot storage unit from U-Haul at the address listed in this report. The unit number was #[redacted]. On 7/29/2012 I found out that I would not need the unit after all, so I went to the store and cancelled it. Nothing was ever stored in that unit. So, I rented the unit for 5 days, with nothing stored in it. I had to purchase a lock when I first rented it.The day I 'Moved Out', the unit was re-rented the same day, within minutes of my moving out. (Again, Unit #[redacted]) So, in fact, they got double the money for that unit. Is that really fair? I was told, when I asked about a partial refund, that the computer would't let them do that.So, on 7/30/2012 I called the U-Haul company, and was told that they would look into it and let me know something. I did not hear from them, so three days later I called again. I was told that "someone' would call me. They didn't. I called 4 times in all, within a couple of weeks, giving them plenty of time to contact me. Finally, I called and the lady I spoke with (Sue) and was told that she would have Brian, from the store itself contact me. On 8/13/2012 I received a call from 'Mark' (from the store in question), telling me that there was a Company No Refund Policy. I am 67 years old and on a fixed income. I only had the unit for 5 days, max (less than that if you go by hours, but I give them the benefit) and I feel that they should pay me a refund on it. That is $49.95 plus tax. Not a great amount, I admit, but to me, a week worth of groceries.Either the company needs to change it's policy, or do something about it. this is why I am writing to you. As of now, I would't recommend U-Haul Storage to ANYONE. Not that my opinion would matter to them, I'm sure.

Product_Or_Service: 5X10 Storage UnitDesired Settlement: DesiredSettlementID: Refund

I would like them to refund the unused amount. 26 days of unused time on the unit. That works out to about $44.20.

Business

Response:

September 5, 2012

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

Ms. Julie Lloyd, our Executive Assistant for the U-Haul Company of Iowa, followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted] but was unsuccessful. She sent her an email instead offering her apology and also explained we do not prorate the monthly storage rates as documented on the rental agreement Ms. [redacted] signed. However, as we value Ms. [redacted] as a customer, Ms. Lloyd sent her 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.

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

Review: I have used U Haul on a couple of occasions in the past. I first used them in 2007 moving into my first apartment. Recently, I signed a contract to move with them from White Plains to Beacon, NY. Upon arriving to pick up the vehicle, I was told that I am prohibited from doing so due to an unpaid ticket through U Haul on my license. I told them that the ticket is completely false and tried to clear up the issue. Rather than reason with me at all, they forced me to pay the fine in order to rent the vehicle. The company accuses me of getting a ticket on a U Haul truck in 2010, in the Bronx, NY. I, nor anyone related to me used any U Haul rentals at all at that time, nor did anyone in my family, including myself, live in the Bronx. No one in my family, nor myself moved during that year at all. I have never been in any position to get a ticket when handling a U Haul truck. I called their complaints department to try to reason with them, and once again, hit a brick wall. I was told that it's impossible for what I say to be true. They continue to accuse me of lying, which is rude and false. I've also now heard several complaints of that happening with that company, and several other identity theft issues that they have. They do not handle contracts as pristinely as they think. When I told the service representative that others have had these issues, he mockingly told me to file a police report. This so called ticket occurred in 2010, yet I used U Haul in 2012, and though they claim that according to their policy, tickets are introduced upon your next usage of the company, I heard nothing about it then. When I asked why that was, they gave the pathetic excuse that there was a mix up in the paper work. I'm very upset having to deal with companies with unethical practices such as U Haul, and I would like something to be done.Desired Settlement: I would like a refund of the $155 fine I was charged in order to use U Haul service. That ticket had nothing to do with me, and was wrongfully put on my license number.

Business

Response:

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

[redacted], our Customer Service Manager for U-Haul International, followed up on the information Mr. [redacted] provided. He explained the reason Mr. [redacted] was appointed responsible for the citation is because the only active rental at the time the citation was issued was Mr. [redacted]’s rental, contract# [redacted], that was dispatched on June 21, 2010 at 3:58pm and returned on June 22, 2010 at 2:58pm. The citation was issued on June 22, 2013 at 6:13am to the truck he rented. Because the truck is registered to U-Haul, the citation was forwarded to U-Haul for payment. It is standard procedure for U-Haul to immediately pay the amount due for the citation and then bill the responsible party that had the truck in their possession at the time the citation was issued. U-Haul pays the ticket to prevent future issues with the registration on the vehicle. If the bill has not been paid by the responsible party, a collection account is set up and the customer is placed on E-Alert until paid. E-Alert prevents our customer from any future rentals until the collection account is cleared. Mr. [redacted] also relayed that Mr. [redacted] can obtain details on the citation by calling the City of NY, Department of Finance at ###-###-####. He asked that his apology for any confusion regarding the citation be relayed and hopes Mr. [redacted] will allow U-Haul to service him in the future.

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 refuse to take responsibility for actions I not only did not commit, but have no knowledge of. As I previously stated, I had no rental of any Uhaul at the time stated by the company, nor any reason to have a rental. If needed, I can provide witnesses and needed documentation that I made no moves with Uhaul or any company, during 2010 or the surrounding years, nor was I living at or near the location the ticket was issued. I moved from [redacted], down the street to [redacted] on 10/1/2008. I did not move again until 10/1/2012. The Uhaul company swears that I commited an offense in 2010, yet they cannot provide a reason as to why I used Uhaul in 2012, yet never heard about an E-Alert at that time. Obviously if my license number was attached to documentation where another driver commited an action in 2010, the records will show my name appearing on the ticket. That is where Uhaul made their error. I can assure you will find no signature of mine, or payment of mine to Uhaul in 2010 for a rental. Uhaul seems to be a company that is extremely apprehensive about admitting their faults. However, I am an advocate for the truth. I ask that Uhaul please reconsider the case. Please let me know of a fax number that I can fax any needed documentation and proof. Thank you.

Business

Response:

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

Manuel [redacted], our Customer Service Manager for U-Haul International, reviewed the information Mr. [redacted] provided. He asked again that I relay his apology for the inconvenience Mr. [redacted] experienced as well as any concern regarding the rental that took place in June 2010. If Mr. [redacted] is claiming identity theft with this issue, Mr. [redacted] is asking Mr. [redacted] to file a police report for this rental done in his name and fax into our Customer Service office at ###-###-#### with the Reference number we have assigned to Mr. [redacted]’s file, 498519. Mr. [redacted] stated because of the nature of the situation involving criminal activity, any past accounts as a result of identity theft need a police report filed and faxed into us for further research.

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

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Description: Convenience Stores

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

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