J.R.J. Tara Corporation Reviews (1976)
J.R.J. Tara Corporation Rating
Description: Convenience Stores
Address: 1300 Gulf Shores Pkwy, Gulf Shores, Alabama, United States, 36542-5906
Phone: |
Show more...
|
Add contact information for J.R.J. Tara Corporation
Add new contacts
ADVERTISEMENT
Review: In June 2012 I made a reservation online through Uhaul for a Ubox in order for my son to move from Oakland, CA to Pittsboro, IN. When the company did not call on the day they were to deliver the box I called them. The phone number simply didn't work. It put you in an endless loop with no way to reach a person or a leave. I called the national phone number and they transferred me back to the endless looping phone. I called the national number again and they stayed on the line until someone at the store finally answered. The store manager in Oakland said his store never received the reservation. I explained that my son was leaving the state and the reservation was made 3 weeks prior. The manager agreed to have a box delivered to my son at 11:00am the next day. The next day the store called my son and said they would deliver the box at 9:30 instead of 11:00. When the box was delivered it arrived without a hasp to place a lock on the box. The delivery drive said he would bring one back but never did. They brought back plastic shrink wrap instead. The box left the apartment without a lock.It took another week to get them to schedule a delivery date in Indiana. A man called and said he would place a lock on the box and overnight me the keys. We never got the keys and had to cut the lock off later. No one ever seemed to know where the box was when I asked to check on it. I made 24 phone calls and then lost count. Every phone number was wrong. I was even given personal cell phone numbers since the office numbers never worked.When the box arrived in IN all of the goods were completely ruined by a garlic odor that was so bad most of the goods are still sitting outside after a month. I believe his goods may have been sprayed with chemicals to which he is now having a severe allergic reaction.This has been absolutely the worst customer service experience we have ever had. Employees had no idea what they were doing and most just didn't care. I would never recommend this company to anyone.Desired Settlement: I would like to have my full cost of $2324.00 reimbursed. I also want the company to pay for testing of the household goods to determine if the box containing his belongings was sprayed with chemicals. If the box was sprayed with his good inside, I want the company to reimburse the costs we have incurred for treating the allergic reaction.
Business
Response:
September 4, 2012
Thank you for your concern for our customer Mr. [redacted].
Ms. Caroline Choi, our Executive Assistant for the U-Haul Company of East Bay, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] has an open claim with RepWest Insurance Company. They are currently waiting to receive a statement from Mr. [redacted] in order to proceed with their investigation. Ms. Choi also added that they cannot verify the garlic smell at our Oakland warehouse that Mr. [redacted] relayed and stated there is no spraying of the U-Boxes at any time before they are shipped. Therefore, they find no basis to issue a refund for the rental of the U-Box.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regardless of the damage done to our belongings, which I still contend was caused by Uhaul since they were in sole possession of the belongs between pick up in CA and drop off in IN, the customer service provided was absolutley atrocious. The company's infrastructure in terms of telephony and online self-service are abyssmal. Uhaul misrepresented their ability to adequately monitor and protect the shipment. Right from the start we should have known that this was going to end badly; delivering a box to us without means to sufficiently lock belongings inside was not acceptable. Each phone conversation ended in total frustration and no interaction ended with a satisfactory outcome. Complete staff incompetence and utter lack of concern is the impression I have been left with.
Uhaul should be ashamed of the level of customer service they provided to me and my family. Request for arbitration will be forthcoming. In the meantime, I will at every opportunity warn people away from this company until such time as they correct their infrastructure, fix telephone issues, and adequately train their staff to provide some semblence of acceptable customer service.
Regards,
Business
Response:
Thank you for your continued concern for our customer [redacted].
We were informed by Repwest, our insurance carrier, that Ms. [redacted]'s claim was denied for failure to show proof of any wrong doing on the part of U-haul.
The President in our Oakland, CA Regional Office also reviewed Ms. [redacted]'s concerns and said there is no basis to refund $2324.00.
Thank you again for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Paula Fontaine
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
Regards,
How on earth would I provide proof of anything regarding household goods that arrived smelling so bad they are unusable when the insurance company never offered to send an adjuster to examine them? I can't photograph a smell. Uhaul had sole possession of goods from pick up to delivery. They didn't smell when you picked them. They did when you returned. It was your responsibility, and I paid you, to safeguard the goods. You failed. Uhaul has the worst customer service I have ever encountered and people should be ashamed of themselves for this incident. Shame on the everyone from the president down. What a horrible business. I wouldn't recommend this company for a single thing. Terrible.
Review: I reserve a truck online using my credit card Reservation [redacted] for my move from Staten Island to Albany "3 Hours far" on Saturday 3/29/2013. The truck should be 17" size and the pickup should be from Richmond Service Station [redacted] which was walking distance to my home.
The reservation done over a week before the moving date.
I get a call from U-Haul on Friday 3/28/2013 that the truck 17" is not available and my only choice was to get a smaller truck 14" that was not good enough for my move and also the only location that I can pickup from is at [redacted] that was ½ an hour far from my old location.
When they call me on Friday 3/28/2013 I was already in my way from Albany to Staten Island with no internet access since I was preparing for my move. So I stuck with them and has to take anything they offer which really was very very hard situation for me. I keep calling them try to find the 17” truck that I already reserve or bigger one with my credit card but was out of luck.
Because of this inconvenience situation I have to take a taxi to pickup this truck, not only that I have to reserve another Van U-Haul Contract [redacted] from Albany next day to pickup what left over from this move, which I pay $178.76 + 3 hours driving each way for total of 6 hours + $75 GAS.
I try to contact U-Haul and they offer me $50 as a credit for my next move, which I don’t know how anyone that already move can use again ???Desired Settlement: Should get a refund for my second Van $178.76 that I reserved through them
+ $75 GAS
+ an apology for all the inconvince that I face including the extra 6 hours I have to drive.
Business
Response:
April 10, 2013
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 sent Mr. [redacted] an email offering her apology for the difficulties he encountered with his reservation and any inconvenience he experienced. She relayed that documentation shows that the day prior to his move he was offered a 6x12 trailer with the 14' truck but he declined the offer. In the interest of customer good faith, she issued him a VIP Certificate for $50 along with a refund for the $50 Reservation Guarantee Fee. The refund was issued back to his credit card and should post on his next credit card statement. The Certificate 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:
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.
[ Yes I just got a $50 dollar refund on my credit card but I don't think this is enough.
For the $50 Certificate is no use to me since I will not plan to move within the next 2 yeras.
Regarding the offer to give me 14' truck with a 6X12 trailer, I only drive regular car and to drive a truck was big challenge to me, and I was really afraid to drive a 2 piece car that is why I didn’t take this offer also put in consideration the trouble any one has was the move by itself, and that is why I reserve everything in advance to make my move smooth with no issue.
Also I mention to [redacted] before that while I was in the store they have a truck 22” that I ask to get it but they say that it is already reserved.
Because of this issue I pay much more money and spend a lot of hours driving and I don’t think the $50 is enough to resolve this matter. ]
Regards,
Business
Response:
April 18, 2013
Thank you for your continued concern for our customer Mr. [redacted].
Mr. [redacted], our President for the U-Haul Company fo [redacted], reviewed the information Mr. [redacted] provided. He informed our office a supplement refund was issued to Mr. [redacted] in the amount of $203.76 to equal a full refund of the rental plus fuel. The refund was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.
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 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 contacted the company for general information and was given a price. I told them I would call back when I had a hard date. When this day came my wife called to make a reservation. She was told that the price was $119. When I arrived to pick up the truck the day of my move I was told that the actual cost was $215 (base price). I had no option at that point and continued to use their service. The person I talked with at the counter said that if I had a problem to take it up with headquarters (This was purchased in Grand Rapids Michigan but is not listed on your list). Neither my wife or I were ever sent an e mail or any information regarding the reservation or quote. I called twice after I turned in the vehicle but was told each time that there was nobody there that could really help me and that I should call back at a later date. I was also told that they could find no quote, yet they had reserved the truck under my phone number when I arrived to pick it up. The second time I called headquarters I was told that they had already looked into it and couldn't find any information relating to the quote. I was also given the wrong hardware (dolly), but this is a minor issue compared to the one described. I have no faith in this company. They didn't care about overcharging me and they didn't care about resolving the problem. They got their money and that is all they seem to care about.Desired Settlement: I would like the difference in price between what I was quoted and charged refunded.
Business
Response:
May 29, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted]
Mr. [redacted], our Executive Assistant for the U-Haul Company of Western MI, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted], addressed his concerns and offered his apology for the inconvenience he experienced. Mr. [redacted] mentioned he believes the misunderstanding about the $119 was that the miles allowed on the rental was 119 miles. The rate quote was for $179 but Mr. [redacted] was charged $215. Mr. [redacted] advised Mr. [redacted] of a refund for the difference of $36.00.
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 20` truck for 04/28/2013 with a free storage room at the location I was moving too and received a call on 04/27/2013 telling me they had upgraded my truck to a 26`. I called the number back and spoke to a Lisa about not being sure if I could drive a 26` and she said it wasnt all that bad but she understood and could put me in a 17` .I expressed that I needed to be sure that it was big enough to hold all of my belongings and I told her that my apt. was 2 bedroom but was almost 1200 sq ft. She repeatedly assured me that this would be plenty big enough. She ask if I wanted a few other items etc. and I agreed and she ask if I wanted to book this reservation and I stated Yes but I ask again if she was sure it would be big enough and again she assured me it would be. So we went ahead and set up the reservation. when I went to the place to pick it up and I saw the truck I knew then that my things would not fit in it and I expressed my concern to the lady there, she tried everything to fix it to no avail. She stated she would file the complaint for me. I left to pack up and I could not fit all of my things in this truck and had to go back to Uhaul and rent another 14` truck .I was very upset because then I also had to call my daughter and have her and her boyfriend drive a hour to where I was and drive the other uhaul truck to my destination.Then when I got to the destination they did not have my reservation for the storage room that I had reserved and the guy there had to give me 2 stroage rooms to put all of my things in and they were in 2 different places. Need less to say it cost me over double what it was going to begin with to move. I had to pay for 2 trucks,2 gas bills for the trucks and gas for my daughter's gas to drive her vehicle back and forth to come and allow her boyfriend to drive the other uhaul.
I then called Uhaul on 04/29/2013 to express my complaint to them about this and was told that the complaint had been filed on Sunday 04/28 by the local office I used and I would be contacted by Wednesday 05/01/2013. I was not contacted at all So I called again on Saturday 05/04/13 and spoke with Natosha who tried to assist me but had to put me on hold while she spoke with her supervisor ,then she stated she would call me back. After several mins. she called back and told me that her supervisor stated he couldnt do anything because I agreed to switch the reservation. I stated yes I did but with the ubnderstanding from Lisa that the truck was big enough with NO problems. She expressed this to her supervisor again and he continued to speak with her thru computer so she stated she would call me back again and I voiced to her "NO you tell your supervisor to call me back and we can discuss this" she stated ok and hung up. later she called back and left a voice mail stating there was nothing that her superviosr would do and she was very sorry.Desired Settlement: I think I should be compensated for my issues with this company as their representative should know more about the tyopes of trucks and what they hold ,based on sqyare footage of a home not based on the amount of bedrooms they have. I have enough stuff in a 1200 sq ft apt than most people have in a 3 bedroom home.She should have left the reservation as it was and not tried to change anything for me but if I had an issue to contact the local office where you pick up the trucks.
I paid for 2 trucks with gas and for my daughters gas round trip to assist me with the driving of the other Uhaul , and then 2 stroage rooms were provided to me free because the man in Springdale Ar was so sorry about the incident and tried to help me out. He is also the one who gave me the complaint number to Arizona.
Business
Response:
May 14, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], a Senior Customer Service Representative, followed up on the information [redacted] provided. She attempted to speak to [redacted] but reached her voice mail. She left a message requesting a return call to personally offer her apology along with a refund for the $50 Guaranteed Reservation Fee and 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. [redacted] can reach [redacted] at [redacted] to discuss her 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.
It's not that I agree with it but looks like that's all they will re-imburse me for.
I have rented another truck to move my things from their facilities and while I went ahead and rented a truck from U-Haul to remove my things it will be the last time I do business with them.
And I will also remind my friends and family of my situation with them and what it cost me.
I have rented this truck for Saturday 05/25/2013 and it would be decent of them to have the $50.00 refund and the $25.00 for merchandise at the U-Haul store there for me to use at that time so I can use it as credit towards that truck and not be out more money.
Regards,
Review: Upon arrival to the drop off location was approached by the sales rep. The truck was rented at this same location in Hazard Ky. She said she was going to inspect the truck to see if it need cleaned. Almost before we got the back of the gate lifted in the truck she said it had to be cleaned. She then went to the cab of the truck and said it had to be cleaned. When my husband and I explained to the sales rep that the truck was in the same shape as when we brought it back, she just walked off not letting us know what we needed to do or anything. I later found out through email that we were charged a $25 cleaning fee. I already spoke to customer service and to a guy named [redacted] who must be some kind of district manager or something. [redacted] states that he spoke to the sales rep at the location and she said the truck was dirty and that there will be no refund. I would not go through all this trouble if my husband and I weren't correct for $25, but I felt like we were charged a cleaning fee. I feel like we should have taken pictures of the truck when we picked it up so we would not have gone through this. The lady was very rude at this location but just walking off and not explaining anything or hearing us out.Desired Settlement: I would like a refund of the $25 cleaning fee that we were wrongly charged.
Business
Response:
August 1, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
Ms. [redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and advised her of a refund for the $25 cleaning fee in the interest of customer good faith. The refund was issued back to Ms. [redacted]’s Visa account 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
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID 9644054, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I will gladly close this resolution when the $25 is credited to my account. As of today, 8/6/2013 it has not. I appreciate the response as well via Revdex.com, however I have not been contacted personally by anyone from U-Haul as stated in their response.
Regards,
Review: I requested a truck online. My pickup location was changed twice on the day of pickup. Nobody called me to confirm my pickup like the website said and then when I went to the first place the guy told me he did not have the truck. So I called uhaul and they said the pickup location had been changed and I went to that location and again the guy did not have the truck. So I called uhaul again and they sent me m[redacted] away to another location where the guy had finally had a truck. On the morning of pickup I traveled 40 m[redacted] from location to location trying to figure out where they had a truck. On top of that I had to purchase gas for the truck for the trip back home to gather up my stuff then I had to purchase gas again for the trip to Baton Rouge. Now with all that this was the worst experience I have ever had with a moving company. Please do me a great favor and refund me all of my money back. I tried to get in touch with uhaul several times and they have yet to contact me. I spent a total of 230 dollars more then I had to because they could service me with a vehicle I ended up not being able to pickup my purchased furniture and now I have to try this all over again on a different week. The whole uhaul process was a great pain and nothing to show for all that pain.Desired Settlement: I want a full refund, and sincere apology for horrible service rendered.
Business
Response:
March 6, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our Louisiana regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:
Mr. [redacted], I was sorry to hear about your problems with your rental this past weekend. When the truck size was changed from a 10' to a 14' online it made your pick up location not have the equipment. We could have done a better job getting in touch with you to make you aware of the new pick up location. Thank you for taking the time to let me know about it. I issued your card 50.00 because we could not cover your reservvation at the location we had scheduled you at and another 50.00 to cover the extra fuel and time. I value every customers choice to use my equipment and I promise if you decide to give us another try at your business we will do much better. Please call me if you have any questions. Thank you, [redacted] President U-Haul Co. of Louisiana ###-###-####
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: The U-Haul location in Orange CT charge me two times what I should have been charged. I rented a truck on 4/5/2014 at $29/day and $.99 per mile. I drove the truck to only one location and back calculated at 50 miles for the entire trip. I returned the truck at the agreed upon time but the gentleman charged me for 93 miles, almost twice the mileage. I protested the mileage the following day and the gentle was rude and instited that I drove the truck a greater distance than I am reporting. I advised that I would call to file a complaint but he told me that nothing would result from it. I called customer service on 4/7/2014 and filed a complaint and I was told I would get a response within 72 hours and as of 4p on 4/10/14, I have not heard anything back from them. As it turns out, the gentleman at the U-Haul location in Orange CT was correct that my complaint would fall on deaf ears.Desired Settlement: I am requesting that U-Haul refund me the $45 I was overcharged. I don' [redacted] good business to overcharge your customers and don't respond to their complaints.
Business
Response:
April 11, 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 Connecticut regional office, followed up on the information Mr. [redacted] provided. She informed our office she left Mr. [redacted] a detailed message explaining she had issued a refund for $50 back to his [redacted] account for the mileage fee with tax. 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:
[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.
Regards,
Review: I am submitting this complaint to express my anger and frustration at the stress and hardship imposed on my family members by U-Haul in order to fulfill a service that I had paid U-Haul for. On 12 Jun 2013, I placed an order for (2) U-Boxes to be delivered from Grand Forks, ND (U-Haul of Grand Forks, [redacted] Branch) to my home address of Daly City, CA. My order is #[redacted]. My order specified that the U-Box Pods would be shipped to my home and that my family would be contacted to schedule a date/time for delivery. This was not the case when the boxes had arrived in mid July 13, at the U-Haul in San Francisco station - U-Haul Moving and Storage at Candlestick #[redacted]. After repeated messages left by my father ([redacted]) to store #[redacted] to inquire on the delivery date of the U-Boxes, he was finally called back by a store agent ([redacted]) and told that they had no drivers available to deliver the pods. He would then need to pick up the pods himself or rent a truck and move everything out of the pods and deliver my household goods to my family home on their own. Given no other options, my father then proceeded to rent a 14ft truck and (1) Appliance dolly from the U-Haul office #[redacted], as well as hire a freelance mover to help my father, mother, and brother with transporting all my furniture and possessions from the pods to the truck, and then deliver to my house. This was contrary to what was agreed upon per the service contract and order summary, and a difficulty that I had hoped to protect my family from by having the boxes delivered right in front of their doorstep. My parents are an elderly couple and should never have been put in that position. Desired Settlement: Due to the violation by U-Haul of the agreed upon service I had paid for, I asked for compensation for all expenses incurred by me and my family in carrying out the remainder of the order not accomplished by U-Haul, and 5% partial reimbursement of the U-Boxes shipping fee. Below is a list of the expenses: Moving Expenses (2) U-Boxes Shipping One Way shipping fee ------------$2,660.00 to $133.00 (1) Used Appliance Dolly-----------------------------------
Business
Response:
Thank you for your concern for our customer Mr. [redacted].
[redacted], our GM of our U-Haul Moving and Storage at Candlestick, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email:
Dear [redacted], With regards to your complaint filed on April 3, 2014 on Revdex.com, we have carefully reviewed all records related to your U-Box rental in June, 2013. We found the following notes on your account: "6/7/2013, U-Box reservation: customer was quoted a local delivery charge by truck of $409.61. (origin) Customer was quoted a one way rate of $2,600.00 for 2 U-Boxes to U-Haul Moving and Storage of Downtown San Francisco in San Francisco, CA. Customer was quoted a local delivery charge by truck of $163.12 to 123 Any Street, Daly City, CA. (destination)" I'd like to clarify the followings in regards to this matter: 1. Truck delivery service is only available at some U-Haul Centers. Since no local U-Box delivery service was available in San Francisco area during that time, your boxes could be offloaded on site(which your father did), or self-delivered. 2. You were charged $2,600 for the shipping from Fargo to San Francisco, but you were not charged for the truck delivery in San Francisco. 2. The delivery situation and alternative offloading process were explained to your father in detail via multiple phone conversations made by center personnel. I understand the frustration and stress one could encounter during move. Our goal is to make customers' move easier, and we did our best to help your father during the offloading process. As our appreciation to you as a valued cusotmer, we are glad to issue you a VIP of $200, which has been sent to you via email. In addtion, there was no violation in our company of the agreed contract with you; therefore, we reject the request for refund and/or reimbursement. Best regards, [redacted] GM
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 decided to accept the offer by the company. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Also, below is my final response to the company for their review:"U-Haul, Per your last e-mail above - "Customer was quoted a local delivery charge by truck of $163.12 to 123 Any Street, Daly City, CA. (Destination)" and after a discussion with the GM ([redacted]) of the U-Haul of Grand Forks, delivery to my home address was specified as part of my order and was supposed to have been executed free of additional charges. Despite your claims, there were no multiple phone calls with a explanation to my father of any delivery situation or alternative off-loading processes but instead a single phone call (after numerous messages left by him to your office) informing him that my boxes had arrived and that there "were no drivers available" to transport them to my home. He was then told that he would need to pick them up himself via trailer rental, truck rental, or by off-loading the contents to a POV on site. If he did not do this immediately, U-Haul would begin charging me storage fees everyday the pods remained at your store. I was deployed at the time and not available to tell my father that delivery was part of the order, so he decided he had no choice but to rent a vehicle (conveniently from your U-Haul store) and off-load my items with the help of my brother, mother, and a hired-hand. My parents are a elderly couple and the delivery was supposed to have spared them from the labor and hardship of moving 4,000 pds of household goods. I am busy trying to get my life back in order and do not wish to deal any longer with the lack of response or excuses by U-Haul directed at me as if I am at fault for something. Rather than generate more anguish and frustration from any further dealings with U-Haul, I have decided to take your offer even though it does not compensate for all the expenses I had incurred from this negative experience. Please understand that I will be informing my fellow Air Force and Active-Duty service members about the lack of support I was given in the hopes they avoid a company that takes such a negligent, indifferent behavior towards it's customers. I will not have any future transactions with U-Haul until your store and company reimburse me as requested."Thank you to the Revdex.com for the help in engaging U-Haul into some kind of compensation because I do not think they would have responded at all without your intervention. You are much appreciated.
Regards,
Review: I made a purchase for a trailer hitch installation online at the Hamburg St Uhaul. A lady called me friday morning to schedule a time, I called them back friday afternoon spoke with a gentleman made an appointment for tuesday at 9am. Now the money is already out of my account by saturday afternoon. Sunday I receive an email and text confirming an appointment for wednesday at 12:15pm, which is an appointment that I did not make. I call uhaul right away to try to fix this problem. After numerous calls on sunday alone to both hamburg st and to customer service in albany nothing was fixed. I requested a refund and have gotten nothing but the run around for 3 days now. I ask to speak to some sort of manager and am always told they are in a meeting or on the phone or they just left and shut their phone off (I was actually told that). So here I am three days later and almost a dozen calls, left my name and phone number at least 6 times and I have yet to get a phone call from anyone. So now I have had to cancel my memorial day camping trip due to no hitch to tow my camper and no money to rebook anything.Desired Settlement: Not only do I want my money back in cash or certified check but I want an apology from the employee that called me a liar and told me to bring in my bank statement to show the money came out of my account. and an apology from the company for how their employees treated me.
Business
Response:
May 21, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], Senior Staff for our Eastern New York regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee. She also explained our GM will be in contact with Ms. [redacted] to reschedule the installation for May 31st. Ms. [redacted] is aware of the telephone number for the regional office in case she has other 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.
Regards,
Review: I moved to Joelton, Tn. from Clarksville, Tn on Sat., 5-17-14. The person I rented it from at the Uhaul site showed me that renting the 14 ft. truck one way would be cost & time effective. I rented it for 24 hours, one-way from Clarksville, Tn to Joelton, Tn, as stated on my contract. When I picked up the truck, it had 1/4 tank of gas in it. I was told to call the Uhaul 800 number in Joelton for the Joelton drop-off site. Before I could finish moving to make the phone call, I received a text message from Uhaul customer service, telling me to return it to College St. in Clarksville, Tn. I had put enough gas in the truck to travel from Clarksville, Tn. to Joelton, Tn and return it to the Uhaul site in Joelton, less than a mile down the road from my new home. I asked customer service if I could return it there and they said no, that I had to return it to the location I was texted. They did say they would not charge me the extra mileage. I did not put additional gas in the truck because my contract said to return it to Joelton, Tn. On 5-19-14 I received a receipt that Uhaul had charged my credit card an additional $90 for an eighth of a tank of gas. I filed a dispute and talked to [redacted] on 5-21-14. He said it was my responsibility to leave the same amount of gas in the Uhaul truck as when I picked it up, even though my contract said to return it to Joelton, Tn & I had the 1/4 tank in the truck to return it there. He said he would refund half of the $90 charge, which was $45. I reluctantly accepted his offer, even though I thought it was unfair & I should have been refunded full amount of $90 because they violated my contract. I had to take an hour & a half of my time to return the truck to a site that I didn't choose & had to take an hour & a half of someone else's time and gas to follow me & pick me up. Uhaul broke the contract when someone in customer service changed my drop off site & made the rental a round trip instead of a one-way trip, but [redacted] didn't care and said it was my fault.
Product_Or_Service: Uhaul Rental
Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund
I desire for Uhaul to refund the rest of the fuel charge that they charged me, which would amount to $45.00, since they have already refunded me half of the $90.00. I would also like an apology for their mistake in changing my drop-off location without my permission and causing this dispute. I rented from Uhaul in good faith that they would honor their contract, which they didn't and even cost me extra time and money from what was agreed upon in the contract I signed
Business
Response:
May 27, 2014
Revdex.com ID#:[redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Area Field Manager for our Nashville regional office, followed up on the information Ms. [redacted] provided. He informed our office he did extensive research and made the decision to issue a refund for $45, which is half of the fuel fees due to the fact the truck was returned with less than a quarter of a tank. Our dealer had to take the truck to have it fueled before it could be rented out again. Ms. [redacted] did not have to pay extra expenses for the change in destination. Mr. [redacted] also mentioned he is very familiar with the area and relayed it is only 30 minutes from Joelton, TN to Clarksville, TN and feels they have been fair in their actions towards Ms. [redacted]. The refund should post on Ms. [redacted]’s next Visa 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Yes, I did speak with Mr. [redacted] and indeed, Joelton is around 30 miles from Clarksville, but the original contract I signed said that I could return it in Joelton at a location less than a mile down the road from where I moved to., as I paid for a one-way rental. I did not authorize the change in return location and did not agree to it, but I was told my Uhaul customer service that I had to return the rental to Clarksville, which I did. Even though I did not have to pay mileage on the rental, I had to take an extra hour and a half of my time to return the rental to a location I did not agree on and had to spend an extra $20.00 in gas for the person picking me up to make the trip. In addition, I was charged $45.00 for an eighth of a tank of gas in the truck (it was on one-fourth, as stipulated, when we left Joelton and was on one-eighth, per Mr. [redacted] in our conversation) when it was returned to Clarksville. Since I did not agree to the change in my contract to return the truck to a round-trip location, I do not feel like I should have to pay the extra gas, since it was returned at Uhaul's discretion. I do not know who in Uhaul customer service took it upon themselves to violate my contract, but I do not feel like I should have to pay for any of Uhaul's mistake and should at least be reimbursed for the entire gas charge by Uhaul. I am willing to forgive the extra hour and a half of my time and the gas I had to purchase to make the trip if Uhaul will reimburse me the rest of their charge.
Regards,
Business
Response:
May 29, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our President for our Nashville regional office, reviewed the recent information Ms. [redacted] provided. He informed our office a supplemental refund for $45, making a total of $90, will be issued to resolve her concerns.
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: Reference Reservation/Contract No. [redacted] 14' truck was reserved and confirmed via website for pick up on 6/22/2014 at [redacted] in [redacted]; no time slot was available for selection. In addition, I indicated text message as communication preference but received an email message, just before leaving home around 10:30 am. Message told me to the 10:30 am pickup was at [redacted] in [redacted].I incurred extra expense in the amount of $17.34 for mileage and gas due to that forced-change to a location out of my way and 7 miles from original pickup point. Around 2:00 pm on 6/24/2014, I talked with customer service representative about claim issue who told me "[redacted]" would return my call within 24 hours. I have yet to receive that call.Given the false information and aforementioned issues, I will pursue resolution through the Revdex.com and will attempt further contact with corporate executive.
Product_Or_Service: Rental Truck
Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund
Credit requested in the amount of $17.34, as follows:7 miles difference between original and forced-location x 2 = 14 miles x $0.79 per mile = $11.06 PLUS 1.75 gallons of fuel for difference (based on actual 8 miles per gallon) x $3.589 per gallon = $6.28.$11.06 for mileage charges + $6.28 for fuel = $17.34Notice to UHC of [redacted]: Please issue credit within 7 days to card used for transaction.
Business
Response:
July 3, 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 and sent him the following email in response:
[redacted], Hello,I have read your concern and I see that you were credited $17.00 to the card used for the rental. I will credit the additional 34 cents to correct to the amount you had requested. Sorry for any inconvenience you may have in regards to your rental. Please feel free to contact me with any questions. [redacted] Executive Assistant U-Haul of [redacted], [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.
Regards,
Review: Debit account was overcharged for rental of a UBox and trailer for the contracted time and rate by $508.20. Agreed upon rental rate for 1 month for box and trailer was $89.95. Agreed upon rental rate for trailer was $5 per day. Deposit was collected from debit card on date of reservation 5/7 with an unexplained overcharge of $314. When Uhaul corporate was contacted about the amount representative claimed the order could only be changed by the store booking the reservation. At time of trailer return credit for overcharged deposit had still not been rectified. Second charge to debit account brought the total of rental to $703.15.
One month after error was brought to Uhaul's attention it still has not been rectified. Store manager in [redacted] claimed the amount was too large to refund in the store and must be escalated to corporate. Corporate office has no record of our reservation.
Days after local Uhaul claims to have issued a series of small credits to our debit account no credits show to the account at the bank.Desired Settlement: $508.20 credit to debit card account
Business
Response:
July 10, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining, in addition to the previous refund issued on July 3rd for $208, a supplemental refund for $300 was issued back to the same [redacted] account as listed on her rental contract. The refund 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
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 May 21, 2014 I rented a 5X8 trailer from U-Haul. The contract agreement was for the trailer to be pulled from Palestine, Texas to Natchez, Mississippi. The contract afford me three days to get the trailer to [redacted] in Natchez, MS. The trailer was dropped off at [redacted] Services the following day (May 22, 2014) at approximately 830 pm the trailer was left near the back of the lot next to the fence. When I signed the contract I provided my credit card information to reserve the trailer. I received a notice from [redacted] & [redacted] stating that I owe $269.08 for late fees. [redacted] was contacted and a lady by the name of [redacted] (her telephone number ###-###-####) stated that she remember the trailer because it was on the lot and was not on her inventory. She stated she wondered where the trailer came from. It took her several days to look into the matter. She added that she noticed trailer on the property on Tuesday, May 27, 2014. U-Haul claims I turned the trailer in on May 30, 2014. U-Haul is assessing charges up until May 30, 2014. As previously stated the trailer was turned in on May 22, 2014.
A [redacted] employee ([redacted]) affirms that she saw the trailer in the lot on May 27, 2014 but yet U-Haul is assessing charges for a trailer that was back in their possession. She also stated that she was not sure how long the trailer was on the lot but she did see it on the 27th. I also have a witness ([redacted]) that was present when the trailer was dropped off on May 22, 2014. I called U-Haul and filed a complaint on July 21, 2014 regarding this matter.
I spoke to [redacted] regarding the matter. She opened the complaint and advise that someone would call me by Thursday, July 24, 2014.
I called back U-Haul on July 24, 2014 requesting that status on the claim of inappropriate charges. I was advised that the complaint was closed due to my cell phone being "off". My cellphone was off because I cannot bring my cellphone into work. [redacted] closed the complaint due to my cellphone being off. She added that they would reopen the complaint. U-Haul at this point not attempting to resolve this matter in good faith. If U-Haul would have billed my credit card for the inappropriate fees. I would have contested the charges because the trailer was in U-Haul's possession. They could have billed my credit card, instead the turned it over to a collection agency,Desired Settlement: I would like for U-Haul to acknowledge their errors in this matter and remove the additional charges and late fees for a trailer that was in their possession on May 22, 2014.
Business
Response:
July 31, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted].
[redacted], our President for our Northern Louisiana Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:
Mr. [redacted], I was sorry to hear about your trouble with the return of your trailer. After reviewing the notes from your file my Area Manager did try to call but at the time there were no notes showing the phone number was incorrect. Since he could not reach you he took your word and had the overtime note amount removed from the rental so you would not be charged again. I did speak to him and asked that in the event that this would happen again to send our customers an email if they could not be reached. Also, he has spent some extra time with the location to train them on how to check their lot for after hours returns daily so this will not happen again to you or any other customer. Thank you for taking the time to let me know about the situation. If you ever need our services again you can call me directly. I would be happy to help you in any way. Thank you, [redacted] President U-Haul Co. of Louisiana ###-###-####
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: Despite my multiple efforts to confirm and verify everything was okay with dropping off a trailer at a different location, I was accused of setting out to try to cheat the company which is simply insulting given the flow of events. I rented a trailer from one location, called during my allotted reservation time to ask if I can drop if off at a different location, was assured I can over the phone then charged $205 in late fees a few days later.
The fact that I was met with hostility despite my multiple efforts to confirm and verify everything was correct, not to mention being accused of trying to cheat the company is simply insulting.Desired Settlement: Understand the situation and flow of events correctly, refund the late fees I was charged and verify the quality of the customer service representatives they employ. An apology for my treatment would be an added bonus.
Business
Response:
August 6, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#:[redacted]
Thank you for your concern for our customer [redacted].
[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. He informed our office he sent [redacted] an email offering his apology for the inconvenience he experienced and explained he did sign a contract agreeing to return the trailer he rented to the same location he rented from. Because [redacted] took the trailer one-way, he is responsible for the one-way rate. In the interest of customer good faith, [redacted] issued a refund for $125 as an adjustment back to [redacted]’s [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. The business has followed up on my complaint and I consider this case closed to my satisfaction.Thank you for your help with this complaint.
Regards,
Review: I rented a truck from U-hual in Lafayette, La at location [redacted] on July 19th. First of all, they had horrible customer service. The manager [redacted] processed my order while talking to another co-worker and obviously did something wrong because they charged my card $37.05 and $51.46. I spoke to someone named [redacted] at the local office who processed my charge of $51.46. They did not explain to me about the mileage as far as the miles start from the moment you leave the uhaul to the moving destinations and back. They told me I would be charged from the destination I was moving from to the destination I was moving to. So they charged me .89 cents for 30 miles when I only went 12 miles. However, that is not my issue. I have called multiple times to the local facility and corporate and they have hung up on me 3 times today at corporate. [redacted] who is a manger was very rude to me and she is quite unprofessional. I don't have a clue how they are in customer service when no customer service was provided to me and I have witnesses who saw her being unprofessional typing in the computer while having a full on conversation with her co-worker. [redacted] gave me her boss's number today however he did not answer. I do not have time to call U-haul all day every day because I work and because I should not have to. I will reporting them because no one should have to experience what I have. They have given me no type of resolution and if you look up my notes and contract number you will see how many times I called with no resolution. I have never experienced such horrible customer service in my 33 years of living...it's absolutely ashamed to treat customers like they have and I will let all my friends and family know about my terrible experience. I want my $37.05 back and I also feel like to compensate me for my inconvenience and nasty service I should also get my $51.46. No one came out to inspect the vehicle with me, and one worker told me that it didn't matter if I crashed the vehicle they probably would not notice. My uncle witnessed him saying this as well. Now you tell me if that is great customer service? My contract number is [redacted]. If someone does not get in contact with me or help resolve this issue then I will have no other choice but to take this to my attorney.Desired Settlement: 37.05 + 51.46=88.51 That is what I should be refunded because that is what they took out and because they were all so rude lacking customer service I should not have to pay anything. I was going to be okay at first with paying the 51.46 but they have debited my account for 88.51 which the 37.05 was said to be a hold but is showing up as a debit from Uhaul which is illegal because they told me they would not debit the account for 37.05 which was the estimated price with the estimated mileage, yet they did. I don't know what type of company they are running but I will never ever ever rent anything from Uhaul again. They have permanently lost a customer, actually several because I've already told my whole family and my 100's of friends not to rent from them.
Business
Response:
August 4, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], our President for our Northern Louisiana Regional Office, followed up on the information [redacted] provided and sent her the following email in response:
[redacted], I was able to review the calls that you made to my location. My agent did quote the price that you paid for the rental correctly. It was also correct on your rental contract as well. I assume you got the hold off of the first card for 37.05 with the authorization number I gave you. I am sorry you had a less than perfect experience. I again appreciate you taking the time to let me know about the problems. For the customer service issue I will go ahead and refund you the rate of the truck to the card that was used to pay the final bill today. If you need anything else please let me know. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] did call me however, they only credited my account for 19.95 and not 37.05. I spoke to him countless times and even sent him a copy of the bank statement. They took 37.05 off of the card and that's what I want credited back to my account. Honestly, I should get everything back due to the fact of their unprofessionalism and disgusting customer service and lazy employees. I will never do business with them again and neither will my friends or family. The fact that this situation is still not resolved and it's been over a month is ridiculous.
Regards,
Business
Response:
September 10, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer [redacted].
[redacted], our Executive Assistant for our Northern Louisiana Regional Office, reviewed the recent information [redacted] provided. [redacted] is the actual card holder and who [redacted] spoke to in regards to obtaining the information to her bank. She sent the information to our Credit Card Processing Department to contact [redacted] bank to drop the hold for $37.04 if not already.
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 have rec'd several dunning emails and phone calls for storage boxes that were picked up from my address empty and returned to the [redacted] location on 10/03/2014. I have made 4 telephone calls attempting to resolve this issue. Today I rec'd three dunning letters for storage units:[redacted]Once again I called and was told that someone "familiar with this case" was going to go talk with a billing rep. and resolve this. I have been told this before and have little reason to believe this will happen today. I need your attention to this matter and your assistance. My credit union has already been debited in access of $1,000.00 in payment for the 3 storage units while they were on my property. They are no longer here, they were returned empty, yet this company can't seem to notice this.
Product_Or_Service: U-Haul Storage box
Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Not applicable
I need you to take the lead in resolving this issue, and make note of this report so future unsuspecting potential customers have a heads up about this firm.
Business
Response:
Thank you for your concern for our customer Mr. [redacted].
[redacted], a Customer Service Representative for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She assured Mr. [redacted] he would no longer receive phone calls or letters from U-Haul regarding the U-Boxes that have already been picked up from his 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: July 22, 2014
To whom it make concern:
Even though this will be most painful, I feel the need to share my recent experience with U-Haul Fort Collins.
I had arranged for my son’s belongings from his dorm room at Colorado State University to be stored at U-Haul for approximately one month between May and June. His plan was to move into an apartment close to campus in June. I traveled from the UK and his brother traveled from Florida to assist with his move. Since I knew that we would only have a few days to get him moved in, I had arranged for the delivery of his U-Box on June 17 immediately upon our arrival. I spoke with U-Haul several times prior to this date (from the UK) to assure that the delivery would be made on this date. Each time that I spoke with them, I had the feeling that they did not check their system to assure that this delivery would be made because the person I spoke with (a different person each time) immediately just said, “Yes, it’s all setup.”
We waited on June 17 until an hour past the delivery time and then began to call the U-Haul Fort Collins store to find out why the delivery was late. We left several messages at this time, none of which were returned to us. Our next course of action was to drive to the U-Haul store. Upon arrival at the store, we found both the General Manager and the Regional President there. The Regional President asked the General Manager about the box and she stated that she was fully aware of the box and that she knew the box number and the name on it. She told us that she had sent the U-Box to Longmont for storage. She thought we wanted to store it long term until August. I’m not sure why she would have thought that since I had been speaking with them for the past three weeks about the delivery for June 17. At this time the Regional President got the Longmont delivery person on the phone and asked for me to speak with him. I arranged a new delivery time for 10:00 the next morning. This had caused us to lose a day from our tight moving schedule, but it was still doable. We were actually relieved that he had the box and would deliver it the next day.
The next morning a similar situation occurred. We waited until 10:45, 45 minutes past the delivery time, to start calling the U-Haul Store to find out when the U-Box would be delivered. Since no one picked up the phone, we were forced to leave messages, none of which were returned. I finally called the delivery person in Longmont directly. He informed me that he didn’t have the box there and he didn’t know where the box was. We began calling U-Haul Fort Collins again with no response, so we were forced to drive to the store to speak with them. When we arrived at the store, we were told that they were looking for the box and assured us that it was at the Fort Collins store somewhere.
This story could go on and on for pages and pages describing the torture that we were put through over the next two days, but to make a long story short and less painful, I will just say that we were treated very poorly by the employees, the General Manager, and the Regional President of U-Haul Fort Collins. The General Manager gave us many different stories over the next few days about the where-abouts of my son’s U-Box. One story was that the tag must have fallen off, but they would find it. Another story was that maybe it was sent to Oregon. They took a copy of my son’s key so that they could check each and every box in Fort Collins and Longmont. This search cost us yet another full day because we were not informed at all that the search was completed by 9:30 that morning. We were literally waiting by the phone for a call from them to let us know if they had found it or not. The call never came, so I finally called again at 4:00 that afternoon. We were simply told that the box had not been found. I called to speak directly to the delivery person at Longmont and was told that his search was completed at 9:30 that morning. I’m not sure why the General Manager could not have called me at that time instead of waiting for me to call resulting in another day lost. How a company of this caliber can let this happen, I’m not sure.
To put this in perspective, I will tell you that this box contained all my son’s possessions because unlike some of his friends who had a home somewhere else in the States to leave most of their things, he did not. My husband and I moved to the UK for a job just before he left for college which forced him to take many items to school with him that he normally would have left at home. Many of these items are understandably irreplaceable.
Each time that we were given a different story of where his U-Box might be, we were also given the number of someone else to call. I was handed at least four different phone numbers of people to call to search for my son’s missing items. I couldn’t understand why I, as the customer, was being asked to make these calls instead of the employees of the company that lost our stuff. All these numbers were for U-Haul employees in one area or another.
We were running out of time. I finally asked if we could replace some of the items and be reimbursed. The General Manager at this time told me that she had checked with her manger and was given the OK for us to purchase any items that my son would need. I told her that he had lots of electronics to be replaced and asked if this would be a problem. She assured me that it would not be a problem and that all I needed to do was to bring in the receipts and she would write me a check. I had my doubts that this would actually happen this easily, so I reminded her that we would be buying electronics like a laptop, printer, gaming system, etc. She said that it would be no problem.
I could see that we would not have enough time to get all the shopping done that we needed to do over the next couple of days, so I extended my trip for two extra days. This cost me two extra days of hotel bills, but I wasn’t concerned about that at this time. I just needed to get my son set up in his apartment before I could leave. We shopped over the next few days to replace what we could. Obviously, we were not able to replace even half of his belongings. Due to seasonal shopping, we were not able to even shop for his winter gear which he will definitely need in Colorado. This is an expense that we will have to bear since we were not able to get it in time to submit for reimbursement.
After our mad shopping experience, we took the receipts to the store as instructed, and had yet another horrible experience. First of all, the General Manager took the receipts back to copy them. This took 45 minutes. During this time, we witnessed a U-Haul employee wreak a customer’s car, overheard a customer complaining about a hitch that was installed incorrectly, and spoke with another customer that had a similar experience with a U-Box loss. We simply couldn’t believe everything that was going on here. My son said that you couldn’t even make this stuff up because no one would believe it. The General Manager finally came back to the front of the store where we could see her and then proceeded to ignore us for another 15 minutes. My son finally went up to ask her about our check and she then tells us, that she can only approve $500 and since our receipts totaled over the $500, we will have to submit a claim. I’m not sure how I was supposed to replace a laptop alone for $500. The cherry on top was when she slid a piece of paper towards me and told me to call this number. I couldn’t believe my ears, so I asked her to clarify that I, as the customer, was to call and take care of this claim. She said, “yes, but we will help you through this process, just as we have been helping you find the U-Box”.
This trip to Colorado was planned as a vacation for myself and my two sons. It turned into a nightmare which I am still living. I am still dealing with the insurance regarding the claim which has been delayed due to the unresponsive nature of the Fort Collins U-Haul store. The insurance claim agent informed me that she had been trying to get a copy of my receipts from the store for two weeks when she finally gave up and called me for the copies.
I would highly recommend that the U-Haul Fort Collins store train their employees on customer service. We were never once told that they were sorry for this mistake. This was a very emotional loss for us and we felt that they could have cared less for THEIR mistake. The U-Haul Company must have a logistics system in place to have become the reputable company that they are. I would also recommend that their employees be trained on this system.
I would assume that U-Haul has stores in other locations that are reputable stores with highly trained employees; however, the overwhelmingly negative attitude and lack of professionalism demonstrated by the employees at the Fort Collins location will prevent me from recommending U-Haul to any of my family and friends.
Update:
UHaul did find my son’s UBox and delivered it to him two months late. He now has duplicates of most of his electronics and other items. Since he doesn’t have room for everything in his apartment, we will need to sale or, heaven forbid, store items now. Needless to say, we will not be using UHaul for the storage.
UHaul has denied our claim for the replacement of his items.Desired Settlement: I would like to receive at least half of the claim amount. The total claim amount was $6,631.90.
Business
Response:
December 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our President for our Northwest Colorado and Wyoming Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s concerns were resolved in September. She requested we purchase $6,000 worth of electronics she said were stored in the U-Box. Pictures were taken of the contents of the U-Box and no electronics were seen. Mr. [redacted] mentioned that only a futon, a couple of cardboard boxes and a plastic tub were stored. Mr. [redacted]’s office contacted Ms. [redacted] at that time and issued her a refund for all her storage fees, $250 for the inconvenience and free deliver of her items. No further refund will 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,[redacted]Executive AssistantU-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 believe that Mr. [redacted] must have looked into the wrong UBox if all that was seen was a futon, a few cardboard boxes, and a tub. First of all, my son does not own a futon. Secondly, his electronics and other items were wrapped in clothes for protection and stored in boxes. My son had many other items that Mr. [redacted] did not mention, so I'm wondering if he is thinking of a different UBox. We only replaced items that were stored in the UBox. I am not the type of person to try to "get away" with anything. I am an honest person and I just expect UHaul to be honest as well. I am only asking that they refund half of our expenses. This incident was a huge inconvenience to myself and my son and one that we will always look back on with regret that we didn't choose a different company to store his belongings.
Regards,
Business
Response:
January 2, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our President for our Northwest Colorado and Wyoming Regional Office, reviewed the recent comments from Ms. [redacted]. He advised our office his decision in the matter remains the same. His office paid for all of her storage time, $250 for inconvenience she experienced and her box was delivered for free. She received all her items that she had stored in the box and her box was in a warehouse the whole time. The electronics she purchased and is asking to be reimbursed for were not in her U-Box and reimbursement for these electronics will not be issued.
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: On January 17th, 2015 I rented a truck from Uhaul for a one way move from [redacted], ** to [redacted], **. On pickup of the truck I was given the contract to sign and then given the keys to the truck. I proceeded to take a picture of the amount of gas in the truck and the milage. Upon arrival into [redacted] I was given the drop off location of the "shop n Snack" in the community of [redacted]. I drove the truck there to return it when I got there I was told it was no longer a uhaul location. I proceeded to call uhaul for a new drop off location. So at this point I am given the new drooff location in the community of [redacted]. After having almost an hour of my day wasted while trying to move because of there mistake. Before giving the truck back I took another photo of the gas and milage as I wanted to make sure they didn't charge me for extra for gas or milage that I did not use. After handing over they keys to the truck I get home to find they emailed me a bill for $12.09 for gas that I did not use. At this point I was upset they have wasted my time and charged me extra for something I never used so I proceeded to call them to resolve the issue after talk with a woman for about half an hour she stated that she was not able to resolve the issue and had sent the information to the department to deal with resolutions and they would call me within 72 hours. I wanted to have the issue debt with sooner so asked to speak to here supervisor which was when I was hung up on. I decided to not call back and waste more of my time as they were going to call me within 72 hours but in the end I never received a call. I then decided that to email them with the issue again the find a resolution but once again received no reply whatsoever. The amount of disrespect and terrible customer service is unbelievable.Desired Settlement: My desired outcome is that I am refunded the $12.09 and given a formal apology for my time wasted and being so poorly treated.
Business
Response:
February 11, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. Bird.
Our records indicate a refund for the requested amount of $12.09 was issued back to Mr. [redacted] account on January 21st. The refund should post on his next credit card statement 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
Review: Rented a CargoVan on 4/19 out of the following U-Haul location.
U-Haul Storage at [redacted]
[redacted], [redacted]
When I took the van out, it had slightly over 5/8 of the gas tank. Van miles when I took out was 15,697 miles.
Returned the truck after a couple of hours, the store was already closed, so I locked it and dropped the keys in. Before getting there, I stopped at a [redacted] gas station and filled the tank with $3.5 worth of gas. Before even getting to the drop of location, I noticed the gas mark was off and there is a chance that someone might think I didn't bring it back to where it needed to be. So I stopped again at a [redacted] gas station and put an additional $3.5 worth of gas. (Total gallons I put back on the truck was around 3 gallons). Total miles driven was only 19miles, so I know I had more than what I needed on the van.
Three days later, I noticed an additional charge to my account. When I contacted the business on 4/25, they told me that I didn't return the truck with the same amount of fuel. The estimated gas used for my trip based on their charges was 9 gallons. Total additional charges was $19.11.
The very first sign of some reading error is the fact that I am being charged for 9 gallons while the total miles driven were only 19 miles. They've asked me to provide receipts that I filled the tank. I don't have receipts and never thought I would get to this situation. If they are not willing to admit some error with their reading just by looking at the miles and the gas charged, I am not sure what other logic would work with them.Desired Settlement: - Refund the 19.11 dollars charged to my credit card.
- A call from the location manager apologizing for the mistake
Business
Response:
April 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Field Manager for our U-Haul Storage Centers of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he sent an email to Mr. [redacted] advising him of a refund for $28.25 he issued back to Mr. [redacted]’s [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,[redacted]Executive AssistantU-Haul International
Review: I ordered a Ubox a month in advance for June 18, 2012. I called to confirm before, and they said everything was good. The day before I called to see when they would deliver the box, and was told the driver would call me first thing in the morning. I waited, and ended up calling that morning, and was told they didn't have a box available, they need to find one. Several hours later, they found a box, I packed it, and it was picked up by 2pm. I was told it would be a 7-8 day turn around to ship the box from Pleasant Hills, PA to Yonkers, NY. I called Wed 6/27 to find out if the box was in NY. I was told the box was still at the store, and would ship in another 1-2 days. I called after 2 days, and was told the box was shipped, and would be another 2 days, I would have it by 6/29. I called Monday 7/2 to find out the status of my box. It was still at the store. I was told that Uhaul uses a subcontractor to ship the uboxes, and it was a glitch in the system that didn't process the shipment. After several phone calls and emails, the manager set up an emergency shipment, and the box was shipped Tues 7/3 and I would have my box no later then Thurs 7/5. I have yet to receive my Ubox with my belongings, and when asking them for tracking information, they tell me they have to find out, and call me back, but my calls are not being returned.Desired Settlement: I do not think I should have to pay for a service that I am not receiving. 7-8 day turn around for my uhual ubox (moving pod) with all of my furniture and belongings, now 17 days later is excessive
Business
Response:
July 15, 2012
Thank you for your concern for our customer Ms. [redacted].
Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] a response offering his apology for the inconvenience she experienced. He relayed that he verified the U-Box was delivered to Ms. [redacted] on July 9th. Mr. [redacted] assured Ms. [redacted] her concerns will be addressed with all involved and that a check for $200.00 has been issued to her. She should receive the check within the next 10-14 business days.
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