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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)

Worst moving/vehicle rental experience of my entire life. I will never rent from U-Haul again and have already recommended to friends/family that they find a better company to deal with.

Here's the list of things that happened:

- Made an online reservation but then found out that it isn't really a reservation it's a "request", which meant that I didn't actually "get" to find out when and where I'd get a truck until the day before. If you want an actual reservation that costs an extra $40 but no one mentioned that until it was too late to actually make one.

- When I finally found out that I was going to get a truck, it was all the way across the city, and it wasn't going to be available until 4:30pm. The fact that I was moving, had to be out of my apartment by noon, and had made my "reservation" 5 weeks earlier, didn't seem to make a difference.

- When I called to request for an earlier time, I was told that in the entire Lower Mainland of BC there were only 2 one-way vehicles and that I was lucky to even get one of those.

- When I asked to speak to a manager as I didn't think I was "lucky" since I was paying for the service, the manager told me that my choices were to take it or leave it and again he told me I was lucky that he even found me a truck in the first place. He was totally dismissive the entire time, when I asked to speak to his boss, I was told that as far as I was concerned he was the CEO.

- Finally went out, all the way across the city to get the truck, to find out it wasn't actually there and had been returned in an entirely different city. After about 20 minutes of waiting while your employees met behind closed doors, I was told I better hurry because they found me a truck but it was in North Vancouver, on the other side of the city and across the bridge.

- All this time the movers I had hired through your website were waiting for me to return with the truck. Of course I was paying for their time as well.

- All of this meant that by the time I got the truck loaded and we made it to our destination, there was no time to unload the truck. So I had to call the movers I had hired to help me unload, and reschedule with them.

- Everything you guys did, or actually didn't do, added to the stress of my move. You did nothing to make it easier on me nor did it appear at anypoint any one even tried.

To be told I was lucky to get to have a vehicle, when I was paying for the service, like you were doing me a favour. To having a "2-tier reservation" service. To refusing to specify time/location of pick-up (don't tell me after all of the years you've been in business you can't make reasonable guesses to availability, or manage your fleet in such a way that vehicles are available). To being jerked around right up until the very last second.

NEVER, EVER, AGAIN UHAUL. There are plenty of companies in your business, so going forward I'll find somewhere else to spend my money.

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 had entered a contract with U-Haul in order to ship several U-Boxes to my home in Arizona from my Father's residence in [redacted]. They failed several times to complete the estimated shipment dates and damaged a 30-year old tree in the front yard.

I therefore filed a dispute with my credit card company for the charges. I attempted to contact U-Haul previously, but they did not return phone calls and would not address my issue with their performance. The credit card company ([redacted]) arbitrated the dispute, and found that U-Haul did not provide adequate responses, and therefore I was granted my money back.

However, U-Haul has now forwarded this claim to a collection agency. This matter was already resolved with my credit card company. I feel this is matter should have been closed, not taken to collection.Desired Settlement: A neutral third party has already decided that U-Haul has not provided information in support of this bill. Therefore, I request that U-Haul drop the issue with this collection agency. If U-Haul wishes to contact me regarding this matter, I will gladly discuss it with them.

Business

Response:

January 7, 2013

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of South Bay, followed up on the information Mrs. [redacted] provided. She has been in contact with Mrs. [redacted] and is in the process of doing more research to reach an amicable resolution.

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 July 1st I put went online to reserve a truck and buy a mattress cover from uhaul [redacted] location. They called and said I didn't pick up my purchase. so for days I tried to call them to let them no that I will pick it up when I get my truck which is scheduled for July 26.I had to call the 1800 number because they never picked up the phone. The uhaul operator also tried to call plus sent over a message and still they would not respond. Days later I called to ask if I could pick up the truck the day before my schedule pickup. I spoke with an operator and she said no problem. The next day someone from the regional office called and said that the truck was schedule for July 25th only because the operator canceled the truck for my original schedule date. Thinking that he fixed everything [redacted] calls me and tells me that they have no trucks for my date. So I called the 1800 again to find another truck. They tell me that there are no more trucks near me only in [redacted] who had just told me they had no more trucks. So she made me another reservation but put in the wrong time. I called back to make sure everything was going to be ok but this guy name [redacted] who was really nice confirmed that he changed the date and everything was now ok. hours later I get a call from the regional office basically telling me that I couldn't keep that truck for 24 hours because my truck was rented by someone else. Well, I lost it, I cried on the phone to this man because I felt like I was being mistreated because I'm a black woman. I told him that I reserved that truck what about me, he said that those people reserved it and it's theirs add if I didn't matter. After that phone call he gave me the Oaklawn location who was very understanding and personal. [redacted] then calls me with my reservation and I told the guy they canceled that truck, he says to me, "well fine then goodbye". I told him to wait because I didn't want it canceled and your yelling at me like I did something wrong. I deserve an apology, I deserve something

Product_Or_Service: rental truckDesired Settlement: DesiredSettlementID: Other (requires explanation)

I deserve not only am apology but a discount because I didn't get the truck I wanted I had to get a smaller try so I have to make not one trip but now two trips.

Business

Response:

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Traffic Manager for our [redacted], followed up on the information [redacted] provided. Although he was unable to reach [redacted] by phone, he did issue her a refund for the $50 Reservation Guarantee Fee back to her [redacted] account. 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,[redacted]Executive AssistantU-Haul International

Review: On 09/30/2013 our van was hit by our next door neighbor as they were moving in. The van was parked and not in use at all. The neighbor left and when she came back we advised her she hit our van. She was crying and apologized and said she would pay out of pocket however didnt have any money until income tax time. We contacted uhaul and was told we didnt need a police report and they would refer us to their insurance company [redacted] to get the matter resolved and that all trucks come with insurance provided automatically. We were told that we needed to do all the leg work and provide them 2 estimates, proof of our vehicle registration and witness statement. We provided all requested info. They also advised a police report wasn't necessary unless we wanted one. We have now been told because you dont have a police report that you have no proof that the truck was involved in the accident. I have photos of the truck. she advised me alos that because my brother in law was the witness he isnt valid because he is related and that witnesses cant be related. My neighbor is now telling me she spoke with them and she is now saying that I claim she hit me and she doesnt know. She advised she is getting some forms from them to fill out and they will be contacting me and wont talk to me now.Desired Settlement: I want the claim completed and I want my vehicle repaired. I want to be called immediately and this issue resolved

Business

Response:

November 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s concerns to our office for review.

[redacted] Company advised our office they recently sent a letter to your office in regards to a resolution they reached regarding Mr. [redacted]’s claim.

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

Sincerely,

Executive Assistant

U-Haul International

U Haul is a nightmare from HELL! I tried to rented a trailer on Oct 14 and a day or two prior I called to confirm that all was good & I was told that I would not be renting a trailer from the TOLLESON store but a store in PHOENIX. I then canceled the reservation due to them changing the localtion with NO NOTICE. So now I am doing the same, trying to rent again for Nov 14 and the cust service phone are not working so how can I get my 50.00 credit or even my reservation? When all this happened I asked for a manager to call me, IT NEVER HAPPENED! Then I call Tolleson store back for the female on the phone to be So RUDE CLAIMING TO BE THE "OWNER" YET SHE WOULD NOT TELL ME HER NAME! WOW!

Review: My husband and I were moving from Burlington, VT to Boulder, CO in early May. We contacted U-Haul of Burlington to setup a truck rental and 2 U-Box pods for our move. Upon arriving to the U-Haul store at our assigned pick-up time, we waited 2 hrs as the store manager, [redacted], said his team "must have forgotten" to get our equipment set up the night before. Once it was all said and done, we were given a $50 credit for the inconvenience. We drove the equipment back to our house (1 hr away), removed the cover from the first U-Box, and found that the box was unexpectedly locked with a padlock. We immediately called [redacted] who instructed us to try and manually break the lock. As we had no other choice at this point, we broke the lock, only to find the box full of another customer's belongings. We grew increasingly uncomfortable with the situation as we were again instructed by [redacted] to remove the other customer's belongings, put them in the truck and he would "figure it out." At this point we felt it necessary to contact U-Haul corporate to explain this entire ordeal. Corporate was extremely helpful and understanding of our issues. However after followup calls with corporate, we began receiving multiple intimidating emails from [redacted], stating that we were to stop contacting corporate and that nothing would be done for us because he would have the final say. To make matters worse, we found that each time we called corporate, [redacted] was going in and deleting their notes in the system regarding our complaints. After multiple failed attempts at getting reconciliation due to [redacted]'s involvement, we gave up. Then, upon arriving in Boulder to pick up our U-boxes, we were told that [redacted] had flagged us from being able to rent at any U-Haul locations and we could not pick up the truck we had ordered for our final move-in. He put in a note that on June 9th my husband and he got into an "altercation" at his store. We left VT on May 15th, and had not spoken directly to [redacted] since the initial pickup in his store. This claim is completely false. We have been so violated by this situation and need a final resolution.Desired Settlement: Throughout the situation we felt we deserved monetary reimbursement for the loss in our valuable time and utterly appalling customer service. At this point, I would just like corporate U-Haul to be fully aware of our situation without [redacted] interfering and tampering with the information. We would also like this "alert" on us to be lifted as the claims against us have been completely fabricated. We would simply like to know that this situation can be justly rectified.

Business

Response:

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Andia, our Executive Assistant for our Western Massachusetts and Vermont regional office, followed up on the information Mrs. [redacted] provided. She sent them an email requesting they call her at ###-###-#### at their earliest convenience. She also left a message on their voice mail requesting a call back to personally address their concerns. Ms. Andia advised our office she has not been contacted.

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 will wait to be informed on a proposed action to resolve my complaint. For your reference, details of the offer I reviewed appear below.

I appreciate a response from U-Haul, but do feel that specific actions as to how this issue will be concretely resolved is necessary. Again, I thank you for the response and look forward to hearing more.

Regards,

Business

Response:

July 28, 2014

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, reviewed the recent comments Mrs. [redacted] relayed. She informed our office she issued a refund for $23.02 back to their [redacted] account. The refund should post on their 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

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: 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 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: A 2" hitch was placed on my 2011 Subaru Forester on 3/24/12 by U-haul on [redacted] Road in Pittsburgh. I was told the installation should take approximately one to two hours, but instead it took closer to six hours. I was then told that the technician performing the work was not a usual employee at this location, and he was having a difficult time performing the installation due to his poor experience. I was credited $20 for the inconvenience by the receptionist, Stephanie. The hitch and my vehicle had been operating without problems until 8/31/12. Regular service on my vehicle was up-to-date, and had been performed by a Subaru service center as needed and on time. On 8/31/12, I drove my vehicle approximately 80 miles, and I was unable to shift into reverse or park when I reached my destination. The vehicle was towed to a nearby Subaru dealer. The mechanic diagnosed the issue with my vehicle as being caused by faulty wiring and pinched wires created by the U-haul technician. The mechanic also mentioned that U-haul wires were dangling approximately 6 inches under my vehicle. I called U-haul's manager, [redacted], to discuss the issue. He was extremely rude and aggressive on the phone, talking over me and not allowing me to explain the situation. He asked that I bring my vehicle to him to have it repaired and said he knew exactly what the problem was. I tried to explain the fact that my vehicle had to be towed to a dealership because it was in another city 80 miles away. Mr. [redacted] then told me that my warranty with U-haul would be void if anyone else worked on the repairs. He gave me a phone number to file an insurance claim and said there was nothing else he could do for me. I told him that I would be reporting him to the Revdex.com, and he hung up the phone. The new repairs done at the Subaru dealership will total approximately $550.Desired Settlement: I would like a refund of $175.85 which is the difference between the total charges paid on 3/24/12 ($305.80) minus the cost of the actual hitch ($129.95).Although it would be appreciated, I am not expecting U-haul to cover all the charges from Subaru. I do, however, expect them to be sympathetic to the situation, realize they provided defective service and attempt to improve the situation.

Business

Response:

September 13, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Dr. [redacted] provided. He informed our office he sent Dr. [redacted] an email in response explaining he reviewed her hitch invoice done at our [redacted] Rd. location. A full refund was issued in the amount of $305.80 back to Dr. [redacted]'s [redacted] account and should post on her next credit card statement. Mr. [redacted] relayed that the complete refund would hopefully help offset any out of pocket expense she had with Subaru.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I called the number to UHAUL and talked to 3 people and was hung up on. I was calling to set an appointment with the service tech to install a hitch, the website also told me the price $ 159.00 and free install on 9- 12- 2012. I then went into the store and the tech was due in at 4pm Mr Lewis said you can wait, I said I would in the meantime the mgr Stacy Worth told me they have 10.00 off not free Install which was 30.00. She stated did I print the offer out I said no but I would like to get this done today and the parts were in stock. I was waiting at the store and the President of UHAUL called Rocc Bolden they put me on the phone with him he advised me of no such offer and I said that I seen it on the website he stated I was crazy. Rocc Bolden then said he would not offer me anything with ref to discounts, I said am I the customer here or what this is false advertising he then said he had an attitude and briskly told me he did not need my buisness an advised me to leave the store.I feel I was wrongly treated by Mr Rocco Bolden and feel that his dis respect to the customer is in violation of state law and he is false advertising online and not honoring what was stated online. I was very upset by Mr Bolden's treatment and would ask the Revdex.com to look into this buisnesses practices and his discrimination towards me. Also the people answering the phone that hang up on you should be addressed. I was also told by Mr Lewis that he was sorry he just started at uhaul and been having problems with the phones and customers assistance and the other people all quit last week and walked off and he did not know what to do he was not trained.

Product_Or_Service: hitchDesired Settlement: DesiredSettlementID: Other (requires explanation)

Revdex.com to investigate.

Business

Response:

October 11, 2012

Thank you for your

concern for our customer Mr. [redacted].

We contacted Mr. Rocc

Bolden, our President for the U-Haul Company of Chicago South and SW

Suburbs, in regards to Mr. [redacted]'s information he provided. I'm sure

you are aware there are always two sides to a story. Mr. Bolden

acknowledged he did speak to Mr. [redacted] and relayed that he made no

negative comments toward Mr. [redacted]. Mr. Bolden advised Mr. [redacted] there

was no such offer for a free hitch installation, however, we did have

a $10.00 off offer on-line that he would gladly provide him. Mr.

Bolden did offer his apology when Mr. [redacted] asked if he was the

customer and that the customer is always right. Mr. Bolden again

stated he would honor the $10.00 off the installation. Mr. [redacted]

initiated that he was going to walk out of our U-Haul location and

Mr. Bolden merely said OK.

Please be assured we

appreciate customer feedback and want to ensure our customers are

receiving the quality of service they have come to expect and deserve

from U-Haul.

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

Internationalv

Review: Charged additional month rent unauthorized, and sent my belongings to a different uhual causing me to spend more time and money of my own to fix it.

I booked 4 uboxes by phone and the rep on the phone recommended that I store the uboxes in Kingston until I have a permanent address and have the uboxes shipped directly to MY door vs having them ship to a local Uhual in Courtenay and stored there until which time I find a house to move into. I thought that was a great idea because it would save me $$ (The lady on the phone also said it would save me $$ and the hassle). Unfortunately it turned into a nightmare instead. This was soooo not the case. After booking these uboxes and having the plan to store them in Kingston, ON and ship them to my new address in Courtenay, BC, things fell apart with Uhual. 1.I got a call the day before I was to pick up 4 of my uboxes for moving date, and I was told I will only be getting 3 out of 4. Seriously??? I need to empty out of my apartment so I can move out west, so no I need somewhere for all my stuff to be stored. They suggested to store my stuff in their onsite storage. I told them I am leaving out west shortly after moving day and I will NOT be flying home to unload out of their onsite storage and load my 4th pod and I will NOT pay someone to do it either because I ordered 4 pods. The all of a sudden "managed" to find a forth one for me as per my order.

2.I received a quote for 4 uboxes from the Kingston, ON store and I was told the following was included in the quote (exactly what they have on the Uhual website under FAQ's section.) 1.Cost for delivery to and from your home(trailer rental or truck delivery fee), 2.Cost for shipping (transportation charges), 3.Cost for storage (one monthly fee to store you U-Box pods in our secure facility). After I booked and loaded my 4 uboxes and flew out west, I was told that the quote provided was only for shipping. That was not the case when I booked the uboxes. 3.The cost of shipping uboxes had increased from the time I booked the uboxes based on the quote provided, and when it was time to ship my uboxes to Courtenay as I found a permanent address. It was a struggle, but they honoured my quote to include shipping only to Duncan, BC, and not the one month storage fee for the uboxes and not include shipment to my home in Courtenay, BC. I requested information and details as to why my uboxes are shipped 2.5 hours south of where I live instead of to Courtenay, BC. I spoke to Chevelle (Toronto, ON) and she told me they do not deliver to the door, yet their website says they do. I called her back twice and she never returned my call. I emailed twice after our initial conversation as she requested to see the initial quote I received and NEVER responded to me either. 4.Now I had to book another uhual truck to offload my uboxes in Duncan, BC, and load onto a 26 foot truck instead because they refused to now deliver the uboxes to Courtenay, BC, and even more specifically my home as initially said they would. It took 10 hours for 2 people (my boyfriend and myself) to offload the 5 uboxes into the 26 foot truck so that we could drive another 2.5 hours back home to offload. How can they say this process is convenient? The alternative to offloading all 5 uboxes into a truck, was to rent a pickup truck and pull each box individually back and forth from Duncan, BC to Courtenay, BC and offload. I'd say that is about a 7 hour process for each box ( times 5 boxes would take 35 hours). Again, how is this convenient? 5.I spoke to [redacted] ([redacted]) on the phone for a long time to make a complaint about only some of the issues that were at hand. He set up an objection file and I only had 1 out of many issues resolved. Kingston, ON, was to refund an extra payment, and they did. However, there are still 2 outstanding refunds. They have over charged me in the monthly payments, and are refusing to answer the objection file placed and refund me my $$. EvenDesired Settlement: I would love to speak to a lawyer for the issues at hand and looking for assistance from Revdex.com as I want the extra $$ that I had to spend that was to be included in the cost of the ubox rentals, including the extra truck rentals and gas, as well as the hassle.

To Note: The website says they deliver pods to your residence (lovely video on their website shows how easily they do it), OR, you have the option to pick up and deliver on your own, OR, load at the "secure" facility (that is NOT secure i

Business

Response:

March 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern Ontario Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello [redacted], I tried calling you today. I have reseached your concerns regarding the Nova Scotia charges and could not see anything. Please email the statement showing them. The charges in B.C it looks like monthly UBox charge but you will need to contact them. The number is ###-###-####, and they should be able tell you why and explain the drop off information, as to why it was sent to another location. If you have any further questions, please email me and I will do my best to assist you. Thanks [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.

I sent the following email to [redacted]: Attached is a copy of my credit card statement. Sorry it was New Brunswick, and not Nova Scotia. I was told to call that number at the time I made the first complaint to Uhual, and I never received a call back. I never authorized New Brunswick Uhual to charge my credit card and want to know how they got my credit card information and why I was charged. This charge is incorrect and I have requested for a refund, but was ignored. I was only dealing with the Uhual in Kingston with these Ubox rentals (the Cataraqui Uhual on the credit card statement). Secondly, I called the number that was provided below and they are having to call help desk to find the reason for that charge. They also have to look into why my uboxes were sent to a different location then where I booked it.I also just want to note and will tell [redacted] as well as I am sure we will have to discuss these charges further, that if I had known they were going to ship my Uboxes to Duncan, BC vs Courtenay, BC, uboxes would NOT have been the method chosen to move my stuff from one side of the country to the other. This process was beyond far more painful then what Uhual said it would be and I would have chosen to pay someone to pack my stuff in Ontario and drive it out here and offload at my house. For the future, Uhual should really tell their customers who are booking Uboxes that the WEBSITE IS INCORRECT and Uhual DOES NOT deliver to your door. Uhual's website FALSE ADVERTISING and should be changed.

Regards,

Business

Response:

March 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern Ontario Regional Office, reviewed the recent comments from Ms. [redacted]. She sent Ms. [redacted] another email explaining she heard back from our Credit Card Processing Department and is just waiting on the contract number to issue the refund. She apologized for the inconvenience she experienced and explained she also 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.

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 rented a uhaul truck dropped it off after business hours check my account and return to the store they charged me for 2days and no gas advised they can check their cameras and can confirmed I dropped the uhaul off around 9pm and left again because we forgot the gas went next door to 7-11 spoke to a supervisor [redacted] he stated that he had several issue with the employee who closed mines and other tickets he advised me that he would credit my account and did not receive the correct amount back he advised me that I would be refund 143.00 and that was incorrect only got 50.00 he then began to give me another excuse and I advised that is not how customers should be treated and he blamed another employee and told me it will be corrected and will talk with him due to this fraud transaction the credit card used has been canceledDesired Settlement: want my money back

Business

Response:

March 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Fort Worth Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised her of a refund for overdraft fees in the amount of $70 and assured her he would follow up with our GM to ensure the situation she experienced does not happen again.

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.

When I talk to him he had me under the impression that I would be removed for the rental like [redacted] promise me. He stated that the amount will be refund but not for the overdrafts when my bank contacted his office they told them different called him on a conference call and then the story change I got upset because he didnt follow with the conversation we had. I told him that I will file another complaint and he stated that the call was recorded. I asked for him to play the call so we can all hear the conversation. He was argumentative and very unprofessional. I asked for him to play the call again and then he hung up the phone. Very disappointed with him and his company and just say things to get me off the phone! When I was at the location I signed for a refund in the amount of 143.00 and then got a credit for 50.00. Dont know what they are covering up but I do not appreciate being lied to.

Regards,

Business

Response:

March 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Fort Worth Regional Office, reviewed the recent comments from Ms. [redacted] and sent her the following email in response:

[redacted], I wanted to make sure and reach to let you know we have issued you a $50 VIP to be used towards your next U-Haul rental. The certificate # ([redacted]) was emailed to this same email address. We apologize for all the troubles you have encountered using our services, we hope you know this is not how we want or customer’s to be treated or experience during their move. If we can be of further service feel free in contacting me at the information below. Again, thank you for choosing U-Haul, and we look forward to serving your moving needs in the future. Sincerely, [redacted] Fort Worth Traffic Control Manager ###-###-#### – office [redacted]

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 rented a Uhaul Ubox pod to store my things while I was out of the US, under the condition that I could tow it from LA to MA. My stated plan was to ship the Ubox or tow it myself, whichever was affordable. The cost to ship it was too expensive so I had to exercise the condition in my contract to rent a trailer and do it myself. Then, I was told that I couldn’t do this since trailers are for local usage. Thus, I had to give and throw away my things that wouldn’t fit in my car, including a $1000 bed and about $500 in other furniture. I emailed Uhaul to hire people to move my things into a trailer that I could move out of state, to install a trailer hitch on my car and to on a specific day about a week later. Uhaul did not respond. I called when I got back to the US and I was told that it was too late to get an appointment on that day. So, I had to hire people to take and throw away all my things that did not fit in my car. Uhaul failed to respond to my problems and gave me misinformation. I recorded another Uhaul representative tell me that the S[redacted] workers do not know that Uboxes can’t be towed and she was not surprised that they gave me the wrong information. My agreement condition was not met and it rendered my services useless and caused me to lose my things as a result. Louisiana law recognizes verbal contracts and since a company representative admitted that it is common for the S[redacted] representatives to misinform then it supports my allegation.Desired Settlement: I want a refund of the following charges: $86.11 (Jun 13), $25.01 and $183.40 (Jun 16) and $70.80 (Jul 15).

Business

Response:

September 6, 2012

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

Ms. Pam Allen, our Executive Assistant for the U-Haul Company of Southern Louisiana, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced with his U-Box rental. She also advised him of a refund for $365.32 as he requested and asked for the name of the person at the [redacted] location for further follow up to ensure our employees have the correct information to provide our customers.

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 had reserved a truck through the online booking process at a location that was nearest to me. I received an email confirmation that my reservation went through. However, when I went back and looked my pickup location had been moved to a different location then I specified, a significant distance from my location. As I do not have a vehicle and must rely on public transportation, this is a large inconvenience.

I called customer service a couple of times to remedy the situation, but each person I spoke to gave me a different answer. Finally I spoke with someone in the regional office, [redacted], and she told me that my selection was a "Preferred" location, and they used that to find the nearest site and that they were going to inform me of the change the day prior to my reservation date. I believe this is a highly deceptive business practice, designed to mislead consumers up until they have no option but to accept the "Bait and switch" actions that UHaul has implemented.Desired Settlement: I would like UHaul to update their site to be more forthcoming, so that other consumers do not fall into this same trap. If UHaul cannot meet the specific needs of a consumer, the consumer should have the right to choose another service provider, not be trapped.

I would also like a partial refund to offset the extra distance that I will need to travel in order to complete my move.

Business

Response:

May 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], Senior Staff for the U-Haul Company of [redacted] followed up on the information Mr. [redacted] provided. She advised our office she sent him the following email:

Dear Mr. [redacted] In the past 66 years, U-Haul has helped millions of families move themselves to a better life. Our customers expect and deserve the best products and services at a price that they can afford. Unfortunately, we occasionally fall short of our goal to provide the quality of service our customers deserve, as was the case in your most recent experience. Thank you for bringing the difficulty that you encountered at our U-Haul location to our attention, and for giving us the opportunity to resolve the situation. To accommodate you, we provided you with 30 extra miles to pick up at the nearest location the equipment was available. As you were explained, one-way moves can not be confirmed until the day before because they are based on expected in equipment dropped off at our locations. Picking a preferred pick up location and time helps us determine what would be the most convenient location with the equipment available for you. Since the equipment at your preferred pick up location was not available, you were routed to the next convenient location with the equipment needed available. In an attempt to compensate you for the difficulties that you encountered at U-Haul, attached is a $20 U-Haul gift certificate which is valid for two years at any U-Haul location. These coupons may be used towards a future rental, to purchase moving supplies or to be put towards rent at most of our self-storage facilities. Please accept our sincere apologies, and thank you for your patience in this matter.

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: The contract I agreed to and the receipt I received had different equipment info and mileage out.

I went to pick up a reserved 14' truck on 2/22/14 at 1:00PM. I paid with my debit card and picked up the truck. My contract number was [redacted], the equipment info was [redacted], Arizona plate number [redacted], and the mileage out was 88589.0. I returned the truck the same day around 6:30PM and was told that a receipt would be emailed to me. I received the emailed receipt but the information had been changed. The Contract number was the same but the equipment listed was [redacted], Arizona plate [redacted], mileage out 84226.8, as well as mileage in 84297. My mileage charge came to $69.50 and my total was 128.67.Desired Settlement: I would like a refund of services because the contract I was charged for is not what I agreed to. I'm concerned that the mileage charge may be inaccurate because the proper mileage out was either misrecorded or altered.

Business

Response:

March 13, 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 New Hampshire and Maine regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted], My name is [redacted] and I am with U-Haul Co of NH & ME. I am responding to your concern about possible improper charges during your rental; due to inaccurate information on your rental contract. What had happened is that at the time of rental we entered the wrong equipment number onto the contract. We realized our mistake about a half hour later and made the proper changes. I'm showing that we charged you for a total of 70 miles, you feel that is not accurate? On your outgoing contract, you had estimated you'd be going 75 miles. At this time I believe that the charges are accurate and true. Therefore, there will be no refund issued. If you need to reach me, I can be contacted at jennifer_[redacted]@uhaul.com 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

Review: I rented a 14ft truck and a car hauler on the end of June for a military do it yourself move, picked up equipment with no problems and loaded my belongings within 2 days. On the beginning of the trip south of Springfield Illinois I encountered a blowout on one of my rear tires. I called for roadside assistance and the issue was fixed within 3 hours. Back on the road I stopped for gas and came to find out I couldn't pump gas due to a leak in the neck of the gas tank(all which I have video for). So now I have to trickle in my gas which takes 15 to 20 minutes at a half tank of gas. Then mother nature knocks on the door with a heavy storm and some how my windshield wipers are falling off the passenger side and the drivers side is not to far behind. Then I look back and I notice my lights are a little brighter then before so I pull over and find out when my headlights are on my break lights flicker and stay on. So two or three clear safety issues at hand, not to mention faulty wiring for the trailer since the drivers side break light on the trailer doesn't work. So after not being able to drive at night and the extra hotel stay I didn't need I get home late and turn the truck in the next day after unloading. I ended up getting my 15 dollars back for the windshield wipers but said I had to file a complaint with corporate. So I filed my complaint giving every detail and hoped for a solution to my problem asking for a small portion of the truck fee back for the problems and ended up getting comped the two days I was late because of truck issues, then reopened the case dissapointed with the comp I asked for half of the truck rental back plus hotel stay due to the fact no one will take responciblity for the truck not to mention the rented the wrong truck to me in the paperwork. So get a call from the place I rented from and he wants to comp the hotel and doesn't mention the other portion of the comp I asked for and keeps ignoring my questions about it,long story short I call back to corporate and nothingDesired Settlement: I would like a FULL refund due to Uhaul not being able to take responibility for their equipment or the safety of their product. I will not loose money I work hard for. Any military member or civilian also would assume that you can count on a company to stand behind their product. I have to why don't they?

Business

Response:

July 25, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of IL, followed up on the information Mr. [redacted] provided. She informed our office she left three separate messages requesting a call back from Mr. [redacted] in order to discuss his concerns and offer a resolution. She hopes to hear back from him soon.

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.

at this time I do not believe that uhaul will come to terms regardless of what they will offer. they wait till actions are taken to the next level and I feel as if I talked to them I would again get the minimal effort from their customer service.

Regards,

Business

Response:

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

[redacted] the Area Field Manager for the Peoria, IL dealer left his cell number on a voice mail for Mr. [redacted] asking for a return call to discuss Mr. [redacted]'s concerns. A resolution cannot be determined until Mr. [redacted] contacts Mr. [redacted] at ###-###-####.

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

Sincerely,

Executive Assistant

U-haul International

Review: U-Haul Rental: Wednesday 3/4/2015Contract Number: [redacted] have a substantial claim again the U-Haul at [redacted] - ([redacted]). The location's Manager's name is [redacted] and he charged me twice for a Auto Transporter that I paid for but never received. I plan to also place complaints with the U-Haul Company itself for this manager for his rude and unprofessional behavior when I requested my refund for the first Auto Transporter. It is only when I returned the truck to the Drop-off Location of [redacted], [redacted] as my family has moved there. The Representative at the receiving desk looking at my contract account with U-Haul, saw that I was being charged for TWO separate Auto Transporter one of which I was refunded $200.00 and the other was placed on my account and refunded back to me for the approximately the same amount and I would appreciate my refund back for the second Auto Transporter. Why this Manager over charged me for something that I didn't use nor received I have no idea but I am requesting that the Revdex.com open an investigation for my claim. I also let the Manager know that I am A Diabetic and Disabled, so I needed the Auto Transporter and when I went to retrieve it after calling the location to make sure that they were still open and confirmed with U-Haul they were going to be open until 7:00 pm; we arrived at 4:15 pm my son and I found there were no employees on the premises. I explained this because health did play a factor in placing a reservation for the Auto Transporter (which again was never received and charged twice and only refunded FOR ONE).Desired Settlement: I would appreciate a refund for the money that I was charged for the Auto Transporter and also U-Haul attention bought the Manager by the name of [redacted] for his unprofessional and rude behavior while on the phone with as I requested the first refund. He over talked me, interrupted me and accused of things that I didn't say. I will not recommend people use this location for U-Haul as the return offered me much more of a profound look at my Account Contract and offered a feasible solution.

Business

Response:

March 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. She explained to Ms. [redacted] that her contract was only modified to replace her original AutoTransport number with another one that she was to pick up on March 5th. There was no additional charge for the AutoTransport, therefore, the $200 refund our GM processed was correct. Ms. [redacted] advised Ms. [redacted] of a refund for the $50 Reservation Guarantee Fee. She also offered her apology for our GM’s unprofessional behavior and assured Ms. [redacted] the issue would be addressed.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 find that this resolution would be satisfactory to me. The Business has already completed the return of the additional $50.00 refund and reassured me I was not being charged for TWO Auto Transporters. I consider the complaint resolved.

Regards,

Review: I bought insurance covering up to 20,000 damage of my car while renting a truck and dolly to move from PA to NV. Since I do not have a CDL liscense, I hired a truck driver and the truck, dolly, and insurance went under his name ([redacted]). During transit, my car (which was freshly painted by West German BMW a week prior to transit) sustained paint damages. I filed a claim with Uhual. I was assigned to an adjuster named [redacted], who never answers the phone. It has been three months and nothing has been done about the car. Both [redacted] and I either call and leave a message or email everyday with no response. I have tried speaking to [redacted]'s supervisor and calling different number for Uhual. This is a legitimate claim and my car should have been fixed back in September.Desired Settlement: My car needs to be repaired, as I paid for the insurance. BMW estimated repairs around $1,000, which I sent to windy again with no response.

Business

Response:

November 28, 2012

Thank you for your

concern for our customers Ms. [redacted] and Mr. [redacted], whose name

actually appears on the rental agreement.

I was advised by [redacted]

Insurance Company that this is a loss involving damages to a vehicle

in tow. [redacted] Insurance Company has been handling this loss and

has been working with the renter of the U-Haul equipment, Mr. [redacted]

[redacted]. [redacted] has been requesting proof of ownership of the

vehicle to resolve the loss but they have yet to receive these

document. Once proper proof of ownership is received to show who

legally owns the vehicle, [redacted] will proceed with a resolution.

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.

Regards,

3 months after I filed the claim, Mr. [redacted] received an e-mail to send the title of my car. Neither of us have the title of the car, since I have a loan through a bank. I told them they could send the check directly to BMW to ensure the money is used for repair but I do not have access to my title. Still no response, now over 3 months later. The representative [redacted] Wynne refuses to pick up the phone or call back either of us.

Business

Response:

December 10, 2012

Thank you for your

continued concern for our customers Ms. [redacted] and Mr. [redacted].

Mr. [redacted], the

manager of [redacted] Insurance Company, reviewed the information Ms.

[redacted] provided. He asked that we relay to your office to have

Ms. [redacted] or Mr. [redacted] forward the registration for the

vehicle to their claims adjuster as proper proof of ownership.

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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