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
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Review: I ordered a trailer hitch. They took $50.00 to reserve the installation apt. They failed to install components on either of my two apointments. Their phone support personel was condensending and just made things worse.
I want my $50 back since they have not and will not install my hitch. They took money with out rendering service.Desired Settlement: Refund my $50 to my credit card.
Business
Response:
June 18, 2013
Revdex.com ID# [redacted]
U-Haul Ref#[redacted]
Thank you for your concern for our customer Mr. [redacted]
Our records indicate a credit for $50 as requested, was issued back to Mr. [redacted];s [redacted] account on June 16th. The credit should post on his next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: My car broke down while my wife & I were vacationing in [redacted] & I chose to tow it home rather than have it repaired in [redacted]. I called the nearest U-Haul location to rent a truck & tow dolly to accommodate my car, a 2000 VW Beetle. The U-Haul representative assured me that the equipment I was renting was the proper equipment with which to tow my car, which rides very low to the ground. They provided me with a truck that had 3/8 of a tank of gas in it & I added $85.00 of gas to the truck in order to fill the tank, just prior to picking up my car from the mechanic & beginning the 190-mile drive home. Upon arrival at the mechanic their employees proceeded to push the car onto the tow dolly, AS INSTRUCTED BY U-HAUL, & it was immediately clear that the equipment would not accommodate my car. the under-carriage guard was torn off by the tow dolly, the front bumper was cracked & the right-hand fog light was broken due to the fact that the base of the tow dolly did not allow the proper clearance for my car. We immediately determined that we could not tow the vehicle home & had to leave it at the shop for another night to be repaired, return the equipment to U-Haul, check back into the hotel for another night, miss an additional day of work (my wife and me) and pay to have the additional damage to my car repaired. U-Haul informed me they would reimburse me for our rental costs upon returning the equipment but WOULD NOT reimburse me for the $85 of gas I put in their truck. They said the best they could do was send me a $40 credit. Upon my return home I continued to pursue the total reimbursement for my gas & repair expenses ($380 to replace the under-carriage guard & a quick-fix glueing of the bumper & fog light). U-Haul passed along my claim to their insurance carrier & I was later informed by their insurance representative that my claim had been denied on the basis of them insisting that they had provided me with the proper equipment. If this was indeed the case then why was my car so significantly damaged? As for the gas reimbursement, U-Haul eventually agreed to reimburse me for HALF of that expense, $42.50. I find their response in this matter to be completely unacceptable and am pursuing full reimbursement for my gas & the expenses to repair the damage caused by their equipment.
Product_Or_Service: U-Haul truck & tow dolly
Order_Number: N/A
Account_Number: Contract #:[redacted]Desired Settlement: DesiredSettlementID: Refund
Full refund of my gas & repair expenses as described in my complaint description. I have received a $42.50 check from U-Haul, which represents 1/2 of my $85 expense for UNUSED gas, leaving $42.50 to be reimbursed. My expense to repair the damage to my vehicle, caused by U-Haul's equipment was $379.48. Adding the additional requested gas reimbursement of $42.50 amounts to a total of $421.98 which I am seeking to have reimbursed to me.
Business
Response:
July 8, 2013
Revdex.com ID#:[redacted]
U-Haul Ref#:[redacted]
Thank you for your concern for our customer Mr. [redacted].
Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He assured our office that our U-Haul Tow Dolly was the proper equipment to tow Mr. [redacted]’s vehicle safely. Because Mr. [redacted]’s car was broken down, we did not have the opportunity to physically inspect his vehicle before he was rented the Tow Dolly. A full refund was issued for the rental plus $42.50 for fuel he had put in the truck along with a $40 VIP Certificate that can be used toward a future purchase or rental on the many p[redacted]ucts and services U-Haul has to offer. Mr. [redacted] relayed that no further refund will be issued, however, if Mr. [redacted] wishes to pursue his damage claim, he can to contact his assigned adjuster of RepWest Insurance Company.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Somebody will need to provide me with a LOGICAL explanation (other than "It's company policy" as to why I would not have been TOTALLY reimbursed for the $85 worth of gas that I put in the tank & didn't use do returning the truck within the hour. At the time of the incident all that U-Haul would provide me was a $40 credit towards a future rental (as if I'd EVER rent from U-Haul again). I still have not even printed the credit that was e-mailed to me & continued to seek full reimbursement for gas upon my arrival home the next day. Somebody at U-Haul finally agreed to a HALF reimbursement of $42.50, which still does not satisfy my request. It was enough of an inconvenience for me to receive a truck with no gas as I embarked on a 200-mile trip home. To then have to fill the truck with gas that was never used only added to this mess. This could have all gone away if someone at U-Haul had exhibited a bit of common sense & immediately reimbursed my gas expenses. Instead U-Haul has now lost a long-time, loyal customer, this incident will be blasted throughout social media to be seen by tens of thousands of our contacts & I have advised the organization for which I work not to do any further business with U-haul. Bad job on their part.
Business
Response:
July 23, 2013
Revdex.com ID#:[redacted]
U-Haul Ref#:[redacted]
Thank you for your continued concern for our customer Mr. [redacted].
In an effort to bring closure, I have issued a supplemental refund check for $42.50, which is the remainder of fuel Mr. [redacted] states he put in the U-Haul truck. He should receive the check within the next 10 business days.
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 07/20/13, I entered the store to check where to unload my heavy items into my UBox (reserved for 07/15/13 and verbally confirmed on 07/16/13), for which I had a friend with a pickup truck kindly drive up from near [redacted] to help me move. The young man at the counter barely made eye contact with me, said he had to speak with his manager because "he doesn't deal with boxes, but 'we' have nearly none available," and walked away. The manager, [redacted], did not come to the counter until 20 minutes later, and with a nasty attitude, told me that "we have no boxes, you will have to come back in 2 hours." She told me that she took the shop over a few weeks ago, and when she "took it over, it was a complete disaster- a complete [redacted]how, and it has been a mess ever since." She told me that she had no other options for me, despite my printed out reservation for 07/15/13, and to return in two hours when she would have a UBox delivery from corporate in [redacted]. I explained that my friend came from near [redacted] and was doing me a huge favor to help move my heavy items, and he had to be back in [redacted] by 1pm for work, thus 2 hours was not an option. I, again, inquired if there were any other options for me, and the manager told me she had no other options, and to call [redacted]. She then walked away. Upon calling [redacted]L, I was passed from customer service representative to the next, hung up on twice, then finally contacted [redacted] at that number again, requested to speak with a manager, and she said that she was at home, had nobody I could speak with, and that she suggested I call the UBox department directly at [redacted]. The only solution offered was to file a complaint and be contacted within 48 hours by a manager. I spent over an hour on the phone, my parents over 2 hours on the phone, and the only solution given was to rent us a moving truck at a discounted rate. The issue is still ongoing, and still includes very negative attitude from the staff.
Product_Or_Service: 5x8x7.5
Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)
I would like to have a UBox delivered to my home in [redacted] free of charge, have it shipped on time, per my request (as guaranteed at initial reservation) to my destination in [redacted] and have it delivered directly to my residence in [redacted] safely, free of charge.
Business
Response:
July 28, 2013
Revdex.com ID#[redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms[redacted]
Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms[redacted]provided. She informed our office she contacted Ms[redacted]and offered her apology for the inconvenience she experienced as well as addressed her concerns. Ms. [redacted] relayed that Ms[redacted]rsquo;s reservation was canceled and she issued her the $50 Reservation Guarantee Fee.
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: [redacted] u-haul leased me an unserviced truck and two dolly. The truck had engine problems the uhaul service guys said to us this truck shouldn't be on the road. we had 3 breakdown on the way got delayed two days, I was moving from the [redacted] 2900 miles, they promised me on the road that they will reimburse me all the charges when I got to the final destination, when I got to my final destination nothing has happened, I'm having hard time getting hold of the manager they're telling me its my fault the truck was overloaded by 2300 lbs, knowing that they weighed the truck with the auto transport and the car on it, but not old trucks or unserviced truck. We didn't had to go thru that our furniture was unloaded and loaded twice my wife and two kids stayed long ours in the crucial heat waiting long hours for the uhaul mechanics to load the truck, they destroyed our furnitures and lied to us over and overDesired Settlement: They should honor there promises, they assured me that they will reimburse me all the charges for the truck and they will pay me for one night stay at the hotel.
Business
Response:
August 6, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Mr. [redacted]
Ms. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]on July 31st and addressed his concerns. She offered to refund him $800 as an adjustment on his rental. He advised her he would need to call her back. As of today we have not heard back from Mr. [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: On August 17th I went to Uhaul and got a truck to move into our home. I picked up my truck at 6:30pm. I had 2 storage spaces rented at the Uhaul facility as well. When I spoke to the person in charge, [redacted], he stated that they close at 7pm and we do not have 24hr access to the storage units. I explained to him that we are moving out of the facility because we found a house, so [redacted] told me he will give me 24hr access with our code so we can move out that night. At 8:03pm on the 17th we tried to leave the storage facility and our code did not work. We called the Uhaul customer service department they stated that they did not give us 24hr access and they will have to get ahold of the manager to get us out of the facility since we were locked in. After 45 minutes they got ahold of a manger who opened the gate. When the gate opened I made it out in my car and the Uhaul would not start and the gate closed again leaving the Uhaul and 2 cars of family members that was helping me moved locked inside the facility. I then had to call them back to see if they can reopen the gate so that the other cars could get out, one of the cars included my 7 month pregnant sister. After speaking with the alarm company again we waited to have them open the gate when they did the other cars came out of the gate. I asked her what should we do about the truck and the person, who I believe was named [redacted] said that I would need to call the road side assistance. When I called road side assistance and they appeared they stated that they needed the gate opened to get to the Uhaul to service it so we can get our belongings off the truck. When speaking with the alarm company she stated that she did not want to inconvenience the manager anymore about opening the gate. I explained to her that I understand that it is an inconvenience to call the manager however the truck is stuck behind the gate filled with our things and their roadside assistance was there to service the truck and we need the gate opened again. She then told me she is not going to bother them to open the gate. I then called the police to have them come to the facility and see what they could do. Officer [redacted] arrived to the scene and was dumbfounded that they would not open the gate. He then called Uhaul and they were a little hesitant to call the manager again however they finally did and they opened the gate. We finally made it out of the Uhaul facility after 3 hours of being stuck behind a gate with no water, bathroom or food. On the morning of August 18th we went to return the Uhaul and it would not start again we had to call roadside assistance. When we arrived at the Uhaul storage facility and spoke with [redacted], the same person who was suppose to give us 24hr access, he said that he could give us $20 off for our inconvenience. I explained to him that I wanted our whole truck rental compensated because this was the worst experience that I have ever had. He stated that I would have to speak to their General Manager [redacted],who was out of the office on that day. On her card it has her cell phone and I asked if I could call her cell phone because I did not feel we should pay the bill and he stated "no, she likes to relax on her day off so I wouldn't bother her". I explained I did not want to "bother" her but do to his negligence we were stuck behind a gate for 3 hours and the rental truck broke down twice and so far we have not even received 1 apology. [redacted] said that he will hold off on charging us the price for the rental truck and we can speak to [redacted] who would be at work on August 19th at 7am.Desired Settlement: I would like to not be billed for the rental of the Uhaul truck and also to have a percentage of this months rental space fee returned to me.
Business
Response:
August 20, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted]
[redacted] our [redacted] for the U-Haul Company of Northern MN, followed up on the information [redacted]provided. She informed our office [redacted]went into our U-Haul Center yesterday morning to discuss her concerns with our GM, [redacted]. She was refunded the rental rate as an adjustment for her inconvenience.
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,
U-Haul International
Review: I placed an order for two of the UHaul U-boxes to transport my belongings from the Boston, MA area to AtlantaWhen I placed the order I was told that the transit time was daysMy things loaded on July 5, so I thought they would be here by July 13, Once my things were loaded and at the Uhaul location in MA, I was told that the transit time was daysWhen I called to enquire about an estimated delivery date, I was told that the transit time started when the materials left the originating Uhaul officeMy materials did not leave MA for nearly a week after loading.I have made phone calls to the MA Uhaul office, the local Uhaul here in the Atlanta area where my goods are to be delivered (Norcross), as well as to the national Uhaul officeEach person that I talk to has a different answer about when my goods will arrive but no one knows for sureThey claim that there is no tracking systemThey also said that they cant call the driver to find out where they areEven though I have in my possession a Bill of Lading with a deadline of July 17, one person said that my goods may not arrive until as late as July 25, which is TOTALLY UNACCEPTABLE!!This situation has caused a serious undue hardship on meI packed what I believed would be enough things for me to make it through the delivery timeI have now had to buy duplicates of several items because they are somewhere between here and MAI have lost income because I have blocked off work time for deliveries that did not happenI have had to upgrade my phone plan this month because I have spent so many minutes on the phone with UhaulIt is also no fun sleeping on the floor! Staff at this location will not answer/return my phone calls nor calls from Uhaul corporate
Product_Or_Service: Moving Services
Account_Number: Contract number [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)
As a priority, I would like my goods to be delivered ASAPI also feel that I should be reimbursed for missed income, items that I have had to purchase as a result, and for my aggravation
Business
Response:
July 23,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement
Ms[redacted], our Executive Assistant for the U-Haul Company of Central GA, followed up on the information Ms[redacted] providedShe informed our office she spoke to Ms[redacted] on July 22nd and informed her that her boxes had arrivedThe boxes were unloaded on July 23rd and Ms[redacted] issued them a refund for $due to the inconvenience they experiencedShe also emailed them the receipts for the transaction
Our customers are very important to us and we regret to hear of situations that cause problems for themThank 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 complaintFor your reference, details of the offer I reviewed appear below
Additional information has become available since this complaint was first filed and is detailed in the attached documentI have incurred over $1,in expenses due to the negligence of Uhaul staff and representatives
Additionally, my moving and storage contract should have my name alone on it[redacted] is the name of the worker from movinghelpers.com, Uhaul's affiliate, who originally loaded my goods into the Uhaul U-boxes in MassachusettsWhile his name may have appeared on paperwork related to rental of a trailer to transport the Uboxes from the store to my home, he is not at all involved in this dispute
Regards,
Business
Response:
July 31,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Ms[redacted] and Mr[redacted]
MrJohn Brick, our President for the U-Haul Company of Central GA, reviewed the information Ms[redacted] providedHe informed our office that Ms[redacted] originally agreed to the refund of $for the inconvenience she experiencedHe also feels the refund was a fair resolution and advised us that no further refund or adjustment will be issued
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below
Regards,
Review: I RENTED ONE OF THEIR TRUCKS,ABOUT 2 HOURS AFTER PICKING IT UP,IT BROKE DOWN,THE ONLY THING I WAS ABLE TO GET WAS MY CHAIR AND AVACUM,I CALLED THEIR DISPATCH NUMBER ALL EVENING,FINALLY THE NEXT DAY I GOT SOMEONE TOLD THEM WHERE I WAS,THEY NEVER CAME,I HAD TO STAY IN THE TRUCK TWO DAYS AND I'M DISABLED ,I HAD TO DEPEND ON STRANGERS PASSING BY TO USE THEIR PHONE BECAUSE I DON'T HAVE A CELL PHONE,I CALLED AGAIN,THEY SAID THEY COULDN'T FIND ME,AGAIN SAMETHING ,I LITERALLY HAD TO STAY TO STAY IN THE TRUCK BECAUSE OF MY THINGS ON THEIR,I WOULD GO USE THE BATHROOM IN THE DAY AND EAT AND SLEEP ON THE TRUCK,IT WAS ONLY TWO ITEMS BUT I HAVE RECENTLY HAD ITEMS STOLEN SO IT MEANT MORE TO ME,I CALLED AGAIN ,UESED A STRNGERS PHONE,HE GAVE THEM DIRECTIONS AND THEY ASKED ME FOR HIS PHONE NUMBER ,HE SAID NO AND I DIDN'T KNOW HIM ,I WASN'T STAYOING WITH HIM SO HE COULD KILL OR RAPE ME,I CALLE DEBRYTIME I COULD I GAVE THEM MY COUNSIN'S NUMBER TO CONTACT HER IF THEY HAD ANY IDEAS AND SHE COULD TELL THEM HOW TO GET THEIR,STILL THEY NEVER SHOWED UP.I ASKED THE CUSTOMER SERVICE REP AM I GOING TO BE CHARGED FOR THIS SHE SAID NO,I FINALLY GOT A PHONE AGAIN AND CALLED TRIPLE AAA ,THEY FOUND ME,NO PROBLEM,HE HOOKED UP THE TRUCK,SWIPED MY CARD AND DECLINED ,UHAUL TOOK THE MONEY OFF MY CARD,HE UNOOKED THE TRUCK,I CALLED AGIAN,THEY STAILL DON'T KNOW HOW TO FIND ME,I CALLED AGAIN,AGAIN AND AGAIN,THE TRIPLE AA GENTLEMEN SAID HE WOULD SEE WHAT HE COULD DO.2 DAYS LATER TRIPLE AAA GOT THE TRUCK STARTED(BAD BATTERY ,LOOSE WIRE) AND I IMMEDIATELY DROPPED THE TRUCK OFF,AFTER 9 DAYS,I DROPPED IT OFF ON A TUESDAY,CONTACTED THE CUSTOMER SERVICE PERSON,THEY STILL HAD'T CHECKED THE TRUCK IN ,AND SHE SAID SHE DIDN'T KNOW WHY,AFTER A WEEK THEY STILL DIDN'T CHECK THE TRUCK IN,IT TOOK A WEEK AND 2 DAYS BEFORE THEY CHECKED THE TRUCK IN,THEN WHEN I TRYED TO SPEAK WITH THEIR DISTRICT OFFICE ,THEY ALL OUR SARCASTIC,DISTRICT MANAGER SECRATARY WON'T TAKE THE CALL,OR RETURN CALLL,I HERE THEM CRACKINGJPOKES IN THE BACK OF THE PHONE,CUSTOMER SAYS I SIGNED A PROMISSORARY NOTE SAYING I OWE $1200 ,I NEVER SIGNED OR SAID I OWED OR WAS PAYING FOR ANYTHING,THEY WEREN'T SUPPOSE TO TAKE MY MONEY OFF MY CARD,UNTIL THE TRUK CAME BACK,THAT IS THE SET UP FOR ALL THEIR FACILITY'S ANDI'M NOT PAYING FOR A BROKE DOWN TRUCK THAT I HAD TO STAY IN FOR 8.5 DAYS AND THEN I CALLED CORPORATE OFFICE LEFT A MESSAGE FOR THEIR AMERCO SITE,THEN I CALLED EDWARD SCHOEN AND JOHN C.TAYLOR'S OFFICE SPOKE TO THEIR ASSISTANTS TOLD THEM WHAT HAPPENED THEY SAID THEY SEE ,AND THAT SHOULD HAVE BEEN HANDLED ,THEY BOTH HUNG UP ON ME AND NEVER CALLED BACK AND I GAVE THEM THE NUMBER WHEN WE FIRST BEGAN TALKING BECAUSE I WAS TRYING TO LEAVE A MESSAGE FOR THEIR BOSSES,I THEN LEFT A EMAIL AND VOICE MAIL FOR TO MORE EXECUTIVES,SEBASTEIN RYES AND ROBERT T. PETERSON AND NOT ONE OF THE FOUR OR THEIR ASSTIANTS CALLED ME BACK...SO THEY LEAVE A DISABLED WOMAN STRANDED ON A DARK ROAD FOR DAYS AND NIGHTS SO SHE CAN GET MURDERED,RAPED OR WHATEVER AND THEY ALL IGNORE IT!!!!!!!Desired Settlement: I WANT MY MONEY PUT BACK ON MY CREDIT CARD,MY NAE TAKEN OFF THE LIST AND A APOLOGY!!!!!!!!!!!!!I COULD BE DEAD AND THEY WOULDN'T HAVE EVEN BLINKED!!!!!!!AND THE EMPLOYEES ACT LIKE THAT BECAUSE THE EXECUTIVES DO AND I DIN'T PLACE MY PHONE NUMBER ON HERE BECAUSE WHEN THE DISTRICT OFFICE HAD IT ,I KEPT GETTING HANG UP CALLS AND I COULD HEAR THEM IN THE BACKGROUND,SO I'M NOT GOING TO TAKE ANY MORE ABUSE FROM THEM!!!!!!!!!THIS COMPLAINT HAS TO DO WITH THEIR LOCATION ON TARA BLVD IN JONESBORO,GA AND THEIR DISTRICT OFFICE IS IN COLLEGE PARK ,GA...
Business
Response:
September 16, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for the U-Haul Company of Western GA, has attempted to reach Ms. [redacted], however, she found that the telephone numbers listed to be non-working numbers. Ms. [redacted] can reach Ms. [redacted] toll free at [redacted] or direct at ###-###-####. Ms. [redacted] looks forward to addressing Ms. [redacted]’s concerns and reaching a fair 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.
[Provide details of why you are not satisfied with this resolution.]I DON'T ACCEPT THIS BECAUSE ,MS.MILLER IS THE PERSON,I KEPT CONTACTING ,WHO WOULD NEVER ANSWERED WHEN I CALLED,WHOSE OFFICE WAS LAUGHING EACH TIME I CALLED AND WHO PUT ME DOWN WITH A PROMISSARY NOTE,I STATED IN MY COMPLAINT I WANTED TO SPEAK WITH CORPORATE OR SOMEONE ELSE,I 'M NOT SPEAKING WITH THE PERSON OR EVEN TRYING TO CONTACT SOMEONE WHO GAVE ME A HARD TIME,SO SHE CAN GIVE ME A HRAD TIME AGAIN ,I WILL NOT BE MADE A FOOL OF AGAIN BY HER OFFICE,I WOULD RATHER GO TO THE MEDIA,IF I CAN'T SPEAK WITH SOMEONE ELSE AND ACCORDING TO THEIR OFFICE MY CARD SHOULD HAVE NEVER BEEN CHARGED TILL I RETURNED AND SINCE THEY KNEW I WAS A BREAK DOWN ,IT SHOULD HAVE NEVER BEEN CHARGED AT ALL AND THAT IS ACCORDING TO THEIR POLICY....SO ACTUALLY THEIR IS NOTHING TO DISCUSS BECAUSE THEIR COMPANY BROKE THEIR POLICY ON TWO ISSUES AND I DEALT WITH SOMEONE WHO WAS MAKING A JOKE OUT OF MY ISSUE..
Regards,
Business
Response:
September 23, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Western GA regional office, reviewed the information Ms. [redacted] provided. She reviewed the notes in the breakdown call as well as what was documented on the rental contract in regards to trying to reach Ms. [redacted] and retrieve our truck. Ms. [redacted] did send an email to Ms. [redacted] requesting a call to personally address her concerns, however, Ms. [redacted] emailed Ms. [redacted] back advising her she did not wish to speak to her. Please be advised our service providers we sent to assist Ms. [redacted] could never find her with the location information she provided, nor was there a way to reach her by phone. Ms. [redacted] had the truck for 18 days. When she did return the truck she indicated she left the key under the mat in the truck. Our trucks do not have floor mats. Once the truck was returned, Ms. [redacted] relayed that it continues to be rented with no mechanical issues. After a review of the information at hand, Ms. [redacted] also relayed that a refund 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
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,
tALL OF THAT IS A LIE ,I DIDN'T HAVE THE TRUCK FOR EIGHTEEN DAYS IT TOOK THEM A ADDITIONAL 9 DAYS TO CHECK THE TRUCK IN AND I SAID UNDER THE SEAT ,THIS IS WHY I DON'Y WISH TO TALK TO HER BECAUSE SHE IS A LIER.THEY SAID THEY COULDN'T FIND M,E,THEIR NEVER CAME TO THE LOCATION,ALL OF THEIR CALLS ARE RECOREDED AND I WOULD LIKE THE RECORDINGS PULLED WHERE I CALLED,WHERE I SPOKE TO CUSTOMER SERBICE AND THEY SAID I WOULDN'T BE CHARGED BECAUSE THEY COULDN'T FIND ME AND WHERE I TURNED IT IN AND THE OPERATOR CALLED TO ASK THEM WHY THEY HADN'T CHECKED IT IN,I ALSO HAVE AAA THAT SAID THE BATTERY WAS DEAD AND A WIRE WAS LOSE,OF COURSE IT WORKS NOW(THEY FIXED IT )YOU'D HAVE TO BE STUPID NOT TO UNDERSTAND THAT,I WILL JUST GO THE MEDIA AND HAVE THEM LET THE PUBLIC KNOW HOW UHUAL NEVER SHOWED UP,,AND YOU TOOK MY MONEY BEFORE YOU WERE SUPPOSE TO AND YOU LEFT A DISABLED WOMAN STRANDED,LAUGHED AT HER,TOOK HER MONEY AND CONTINUE TO LIE AND ALL TAPED CONVERSATIONS WILL SHOW THAT...
Review: I reserved a U Haul online on Tuesday, July 23 for Thursday , July 25. I reserved only a truck. When I turned in the truck on Thursday and was billed for amount all was well. The following day was billed an additional 118.84 for packing materials that I did not order nor receive. I went in today, Aug. 2 to report the error and was told it was not an order that I ordered and received materials. No offer to help. Absolute unwillingness to consider I was telling the truth was the case. I reported to my bank and the New Braunfels police. Was told it is a civil matter. I am concerned this may be a scam against people moving. Often people are disorganized and a bit stressed at those times and may not notice another hundred dollars . Please check this out.Desired Settlement: I want u haul to find person illegally billing people, be a lot nicer to customers, and reimburse my bank. I want to make sure this isn't widespread and occurring to more people.
Business
Response:
Thank you for your concern for our customer Ms. [redacted].
Please be advised when Ms. [redacted] made her reservation on line, the box was checked to order packing supplies and the order was processed. She never picked them up from our U-Haul Center. [redacted], our Executive Assistant for our San Antonio regional office, attempted to issue Ms. [redacted] a credit but found [redacted] had disputed the charge of $118.84. We accepted the charge back from Ms. [redacted]’s credit card company and sent the amount for collection. Ms. [redacted] contacted our Collections Department and instructed them to cancel the billing.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: I have been storing some of my belongings at this UHaul storage facility for some time in a 5x7x9 interior non-climate control room. I also pay for insurance on this unit up to $5,000. On August 12, 2013, I noticed rat feces and urine on the majority of belongings as well and some of my items being chewed on. I notified the facility and they accused me of bringing those rats along with my belongings even though my things were there for some prior. They said that no one else has had any issues with rats and I was referred to [redacted] Company to make a claim. After a week of waiting for a response from [redacted], I sent them information about the damages (including pictures). Since then, I have received to response from either [redacted] or UHaul despite continuing to pay for both the unit and the insurance coverage on the unit.Desired Settlement: DesiredSettlementID: Refund
I would like a refund of the amount paid for the storage unit and the insurance coverage fee as well as a refund for the damages made to my property.
Business
Response:
October 23, 2013
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted]
David Scheafer, our President for our Portland regional office, followed up on the information Ms. [redacted]provided. He informed our office he has been in contact with RepWest Insurance Company regarding Ms. [redacted]rsquo;s claim. RepWest has contacted Ms. [redacted]and discussed a settlement.
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: In July 2013, I purchased a storage unit with U-haul. In September 2013, I purchased a U BOX and it was supposed to be shipped to Garland, TX withing 10 days. I moved from Wisconsin to Texas and therefore moved all of my belongings to a U Box beforehand so that they would be shipped accordingly. My belongings were supposed to be shipped on 9/8/2013. However a mattress was left in the storage so my belongings sat in the U BOX for 10 days. On 9/23/2013 my wife had $20 debited from her account to dispose of a mattress left in the storage unit. I was told that since the money was paid to discard the mattress, the U-BOX would be shipped and received within 10 days. Time passed and I spoke with U-haul and was told that my U BOX was dropped off in the wrong city and that it would not arrive in Texas until at least 10/23/2013. This is unacceptable. I do not have any clothes, important documents as well as sentimental items. I am highly disgusted. Not to mention I keep receiving emails informing me that they are about to put a lien on my storage unit. How is that so when my U-BOX has been shipped and is no longer in Wisconsin supposedly. I want my belongings as well as a money back du. I will never be using U-Haul's services again.Desired Settlement: I would like all or half of my money back. My family is without clothes, household items, important documents and my son does not have a toddler bed and as a result has had to sleep in a pack and play.
Business
Response:
Thank you for your concern for our customer Mr. [redacted].
[redacted], our GM of our U-Haul Moving and Storage at [redacted]., followed up on the information Mr. [redacted] provided. He informed our office he left a message requesting a return call from Mr. [redacted] but has not heard back from him. Mr. [redacted] also advised our office Mr. [redacted] still has his U-Box stored at his U-Haul location. Due to his credit card being declined, the U-Box has not been able to be shipped. Mr. [redacted] relayed he wanted the shipping charge canceled because he did not have the money to ship at that time and would be back in contact with our U-Haul Center when he did. The U-Box storage rent is in delinquent status due to unpaid storage fees for the month of October. The box was never shipped to a wrong city and state.
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 am unsatisfied with this response because I spoke with [redacted] yesterday 10/22/2013 and apparently U-Haul charged the wrong debit card. I called U-haul on 3 seperate occasions and told them to remove this debit card because it was my wife's. She paid $20 to have the mattress discarded with that debit card. I told them to remove her debit card and to run mine. This is why the payment for the U-Box did not go through.
Regards,
Business
Response:
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our GM of our Moving and Storage at [redacted]., reviewed the recent information Mr. [redacted] provided. He has left a few messages for Mr. [redacted] requesting a return call. He confirmed payment was taken from Mr. [redacted] and shipping will be done as soon as a Bill of Laden is received. Mr. [redacted] mentioned that them having the wrong credit card was due to Mr. [redacted] not providing the correct information, therefore, U-Haul is not at fault and a refund 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: When I arrived to pick up the truck was advised if I didn't accept their insure a $500 hold would be put on my crdit card for 3 bus days
Dec 27th reserved a truck online and declined their supplemental insurance. when I arrived to pick the truck up I was informed I either had to accept their insurance or a $500 hold would be placed on my creedit card for three bus days. I contacted corporate office and they said that is not company policy...I filed a formal complaint and was told I would be contacted. I never wasDesired Settlement: I want a refund of the $15 I was charged for the insurance I should not have been charged. Even according to their corporate offices I sould have been allowed to decline.
Business
Response:
Thank you for your concern for our customer Mr. [redacted].According to Mr. [redacted]’s rental contract, we deducted the $14 Safemove Protection fee at the time of return.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 rented a U-Haul and it ended up being towed out of my complex illegally with my possessions still inside. I called the recovery office located in Pompano Beach FL to inform them and was given the worst customer service. My first phone encounter was with [redacted] (not sure if that is the correct spelling of her name) on April 28th, 2014. She had a nasty attitude when she answered and was very impatient. I began to explain to her what happened and she cut me off asking how, did I get the phone number to call them anyway and I was not supposed to have the phone number to speak to the company direct. She then smacked her teeth and told me to tell her what happened. I explained everything to her and she said she would call me back because she had to gather more information. As I waited for her to call me back, I called the tow company and they claimed U-Haul had the truck in their possession. So I call back [redacted] and she said she had no information on that and she would call me back in 10 minutes. Three hours later still no phone call from her. I call back advising her that I did not receive a phone call back from her and she got an attitude and told me I was supposed to call her back. She then tells me that the vehicle was bonded out but she still had no more information. I asked her if she found out why it was towed she said that the tow company told her it was illegally parked. I previously told her and advised her for the second time that the vehicle had been legally and properly parked inside of the guest parking spot which I have video and pictures of as proof. I also made her aware of how the tow company said it was a commercial vehicle that is why they towed it. I advised her that my possessions were still inside and I needed to know that everything was safe and undamaged. I told her the tow company advised me that if my items were damaged that [redacted] Towing and U-Haul would be held accountable and she agreed. I told her my U-Haul was locked and my items were braced properly but now due to it being towed by [redacted] Towing earlier and now from U-Haul I needed to be ensured that my possessions were safe and undamaged. She then ensured me that my possessions are safe and I had nothing to worry about. How would she know if my possession were or were not damaged if the truck was locked and I had the key? I asked her if she knew where my possession were she said no but will call me back to let me know where it is. I then call the [redacted] for U-Haul customer service and ask to speak with a manager. I was transferred to manager Joel located in Pheonix Arizona. I explain to him what is going on and also made a complaint about how I was not receiving calls back. He advised me that no one notated my account. I asked if he would be able to find out the where the U-Haul and my possessions were. He said he would find out and call me back right away but he never did. The next day Tuesday April 29th, I had to work both my jobs and could not keep calling U-Haul, so I waited for [redacted] to call me back. She calls me about 1: 45 pm to tell me that I owe $620.00. I asked her where my items are she said they are on the truck and I needed to pay to get them back. She said the truck got in the day before later in the evening right before she left. If this is the case then why did she not contact me first thing in the next morning and wait until half the business day was over with to tell me? I asked her if she could speak to my wife because I was getting ready for my second job and was stressed out because of the whole situation. She said no because the account was in my name. She then proceeded to tell me she was the victim because the truck belonged to her. I asked her if I could view my possessions first, she told me no and that I had to pay before I could look at them. She then tells me I had the option of having my items put in storage by a professional moving company that U-Haul would hire. I told her to not put it in storage and I would call her back on the next business day because I needed to get the money together. She said ok and she would notate the account. I call back the next day Wednesday April 30th to speak with [redacted] and was told by Irma that she was not there and Irma said she could not help me but knew who I was. I ask her if she knew where my possessions were and if I could view them she puts me on hold for a couple of minutes. She gets back on the phone in a hostile tone and tells me I have to pay before I see my items and she could not help me or tell me where my possessions were and that I had to wait until [redacted] came back on Friday May 2nd in order to deal with my situation and hung up the phone on me. I called back twice and there was no answer my phone calls were being avoided. The next day Thursday May 1st I receive an email at 5:42 am thanking me for becoming a U-Haul storage Premier Customer with a balance due of $110.35 by 4/29/14. Which means my stuff was already set up for storage without my consent or knowledge. I called the Pompano office because I did not authorize this or speak to [redacted] yet. I called numerous times but my call was being ignored because no one answered. On Friday May 2nd I call the Pompano Beach location but this time from my wife’s, cellphone and a rep answered. I asked to speak with [redacted] and she ask me who is calling I tell her my name and she tells me to hold on. She then tells me that [redacted] would call me back because she was on the phone with another customer and of course I never receive a call back from her. I am upset and frustrated because I have received rude and incompetent customer service. I know for a fact that I told [redacted] that I did not want my possessions put in storage also my wife and nephew are my witnesses because I had [redacted] on speaker phone whenever I talked to her or any other rep. I am now incurring storage fees on something I did not agree to and was done deliberately behind my back. I received a late notice email on May 4th that I have incurred a late fee of $15.00 for my storage not being paid on April 29th. I am also being charged $620 for a vehicle being bonded out and towed by U-Haul. It is unfair that I am not being treated like a valuable customer. If [redacted] had inquired from the tow company why it was illegally parked then U-Haul would not have just handed over money to them blindly without disputing it first. The tow company said it was a commercial vehicle, according to the U-Haul website and customer service whom; I spoke with it is not a commercial vehicle it’s a private vehicle. Now I am stuck without my newly purchased furniture and possessions that I was supposed to have in my home for my family including my newborn sons crib. Due to U-Hauls negligence, of not following proper protocol and dropping the ball we are now going through extra drama. My wife and I also missed a day of work Monday April 28th due to this matter because [redacted] couldn’t get this worked out even though I called her early in the morning. I have contacted Mayor [redacted] of Lauderhill FL as well as my attorney on this matter. If I am not accommodated for this mess up and service I have received I will take further action.Desired Settlement: All fees waived, my possesions returned to me and an apology.
Business
Response:
May 12, 2014
Revdex.com ID#: 10015485
U-Haul Ref#: 555732
Thank you for your concern for our customers Mr. and Mrs. Newkirk.
Frank Grau, our President for our Fort Lauderdale regional office, followed up on the information Mr. Newkirk provided. Please be advised that the condo complex had the U-Haul truck Mr. Newkirk rented, towed/impounded. U-Haul did not have the truck towed or impounded. We did, however, retrieve the truck from impound and had to pay for the tow and impound fees in the amount of $620. When the truck was picked up we found there was no lock on the back. We placed a lock on the truck to secure their goods. Mr. Grau will contact Mr. Newkirk, if not already, to advise him to come and get their belongings with no charge. U-Haul will retain its right to pursue Mr. Newkirk for any and all due and outstanding amounts. Mr. Grau also followed up on the information Mr. Newkirk provided regarding U-Haul personnel 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 International
Review: I rented a truck from U-Haul and I received a call from [redacted] at U-Haul informing me that the original pickup location did not have a truck for me and I would have to pick up a different size truck then the one I had originally ordered. [redacted] told me that I would receive a $50 credit. I said that would be ok and went to pick up the truck. When I arrived at the second U-Haul location, there was no $50 credit on the account. The clerk [redacted] told me that I needed to speak with [redacted] (Traffic Control Manager). He also informed me that I would be getting a $50 credit on my Credit Card. When there was no credit on my credit card I called the corporate office at ###-###-#### and spoke with a lady named [redacted] extension [redacted] and she assured me that she was processing the $50 credit and it should appear on my credit card in a few days. STILL NO CREDIT. I called U-Haul corporate office and spoke with [redacted] and he informed me that the credit was denied. I was told by 3 U-Haul employees that I would receive a $50 credit and now they do not want to give me this credit.Desired Settlement: At this point I should be refunded for my entire rental in the amount of $119.93. This was bait and switch and there are too many truck rental companies to use than to deal with people that lie to their customers.
Business
Response:
Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $50 was issued back to Mr. [redacted]’s [redacted] account on June 6th. 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 needed to move the most economically feasible way from Chicago, IL to Houston, TX on April 18, 2014. I received moving quotes from other companies and Uhaul including their moving trucks and U Box Pods. After discussing the different quotes from the Uhaul representative, it was suggested to me that the cheapest way would be to get a truck and a tow dolly for my SUV. I only needed a 10 truck for my belongings, however I was told to upgrade to a 14 truck because it would be easier to tow my vehicle. The total would be approximately $1600. I made the reservation with the Uhaul store at [redacted] about 2 weeks ahead of time. The 14 truck was dispatched to us with the check engine light on even though we brought it to the Uhaul representatives attention. We were told dont worry about it, its fine. We attempted to load my car onto the tow dolly and it did not fit. Uhaul blamed me by saying I had bigger tires on my vehicle than I should, which is untrue-my tires are stock and have never been altered. They then tried to find another tow dolly in the area unsuccessfully. They did find an auto transport at the 500 West Cermak store 10 miles away. After waiting in line, attempting several times to load my car, finding another option for towing my car, and driving in traffic to Cermak store it was about 3 hours later. At the Cermak store, we connected the auto transport to the Uhaul truck. The lights did not work on the auto transport. The store manager, [redacted], checked the fuse, the connections, and tried other towing systems and the lights did not work on any of them. Mr. [redacted] concluded that it was the truck itself that was the problem, it should not have been given to us with a check engine light on, and the Broadway store should give us considerable compensation. There were no other trucks or auto transports that would work. We had no other option but to drive the Uhaul truck and my personal vehicle separately. This in turn cost me extensively beyond my original moving total budget. Because of my new expenses, it would have been much cheaper to have gotten a Pod or use a professional moving company to move me. I had to now pay for the following above and beyond my original quote and plan:gas for my personal vehiclegas for a larger truck which was not neededcost of 14 truck when only needed 10 truckpurchase a hotel because I was now 4-5 hours behind schedule and was unable to switch off drivers since there were now 2 vehicles to drive mileage and wear and tear on my personal vehiclelate causing me to be 1 day behind in arrival to HoustonClearly, I should receive considerable compensation for my added expenses, inconvenience, and safety issues. I have tried to resolve this issue with [redacted] ( Broadway mananger) and customer service with no avail. Here is my phone history in trying to get help with my situation:April 20, 21, 22- called Broadway store directlyResult: could never reach actual store---call always rolled over to customer serviceApril 23-called [redacted] at customer service Result: [redacted] attempted to Instant Message [redacted] at store but no answer[redacted] opened claim #[redacted] and said [redacted] was obligated to call me within 3 business days[redacted] never called April 29- called customer service Result: was told would leave another message for [redacted] called 20 minutes later and said he gave me $150 refund-I told him that was not enough and he said he would talk to [redacted] at Cermak store to get more of refundnever heard back from [redacted] or [redacted]April 30-called customer service and spoke to [redacted] Result: was told they would reopen case and be contacted within 3 business days once again-never heard back from anyoneMay 1-called customer service and spoke to [redacted]Result: was told someone would be calling me backMay 6-called customer service and talked to DenaResult: she said her supervisor would call me back within 24 hours-never heard backMay 13-called customer service and spoke to [redacted]Desired Settlement: DesiredSettlementID: Refund
I would like considerable compensation for my additional moving expenses and inconvenience.
Business
Response:
June 10, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our President for our Northern Chicago regional office, followed up on the information Ms. [redacted] provided. Ms. [redacted] was not able to be reached at the telephone number listed but it was found that a refund for $150 was issued on April 24th back to her Visa account as an adjustment. Mr. [redacted] relayed that if receipts for hotel and fuel for her vehicle from April 18th-April 20th can be obtained, he will issue reimbursement for those expenses. He is currently awaiting a call back.
As we value Ms. [redacted] as a customer, we also sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
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 never received a phone call from Mr. [redacted] or any voicemail left in regards to my claim. And I would welcome a phone call because I believe it would be more effective as opposed to these back and forth emails. As for the resolution that was presented to me, there are still items that I have had to pay out-of-pocket for and Uhaul is not compensating. The larger truck that I had to pay for, more gas in a larger truck, a truck with a check engine light on which questions the safety, inconvenience, driving all over Chicago to multiple stores, and the wear and tear on my vehicle are still not covered. I do not want a Uhaul credit of any kind, as stated in previous letters and phone calls. Why would I patronize Uhaul again after my experience and all of the time and effort that I have spent calling and writing letters such as this one? I do however appreciate the $150 refund and hotel and gas reimbursement but feel the offer needs to be renegotiated. It has been 2 months since my move and I am still trying to resolve this issue. Please advise me on how you would like to proceed.
Regards,
Business
Response:
June 23, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Northern Chicago regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered to issue her an additional refund of $250 for fuel and $100 for the motel although Ms. [redacted] could not provide receipts. We were willing to accept her credit card statement showing the charge for the motel. Ms. [redacted] relayed she would only accept $450 as a final resolution and declined the $350 offered by Ms. [redacted]. We feel we have offered a fair resolution and must advise your office that our decision in the matter remains the same.
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: This complaint has to do with U haul Company of Western NY. I reserved truck on July 16th for Aug. 3rd move. I was called on Aug 1st and told there would be no truck available until Monday the 4th. I accepted the new reservation and hired movers to help with new date. our free help couldn't help on Monday. I called Saturday to confirm our new Monday reservation and was told via phone the truck would be ready at 7:30 am.
On Monday, after receiving a reservation confirmation, my husband went to get the truck and was told it needed repairs. Another truck had to be issued leaving the movers we paid for at the house with no truck to move furniture on. My husband was delayed until a truck could be picked up from another location. I called to complain that there was now a second delay in our moving plans and I was hung up on by a manager. I lodged a formal complaint with the company and was told I would be contacted within 3 days. When I was contacted, a man left a 2 minute and 33 second voicemail stating U Haul did nothing wrong and that I never spoke to anyone at the local U haul store where the truck was picked up to confirm the truck would be available. I have the voicemail saved. Many other details of the issue were incorrect in his voicemail. I returned the call and was not provided an opportunity to correct the errors. He did not acknowledge the manager that hung up on me, which is what the complaint was about-not the delay in getting the truck. He was argumentative and threatening over the phone-he said if I contacted the Revdex.com, there would be nothing done because they did not violate any policy. I was uncomfortable speaking to him.
U haul failed to refund $50 reservation fee on invoice as they stated they would. There is still no refund on the credit card and it has been over 2 weeks.
When we returned the truck, the U haul in Queensbury had no record of my husband taking the truck. They told us it was in the system as if a Uhaul employee was driving it to another location. We could not be issued a proper receipt as a result, even though we paid in full, upfront. I insisted that my husband gets something in writing and we were issued a handwritten receipt stating the condition of the truck and truck number. I called the same person who left the lengthy voicemail he returned the call and maintained there was no issue, he could see it in the system and my return of the truck should be fine. I also called dispatcher at an 800 number to confirm, since I didn't trust the man on the phone after the way he spoke to me.
U haul called me today on on 8/23-they asked when I would be returning the truck (same truck returned on 8/7). There was no record of the return. After being on hold for 8 minutes I was told there was no problem and everything was fine. When I asked for something in writing to that effect, I was told they would have to look into it and get back to me in a couple of days.Desired Settlement: Due to multiple failures with contract in question and the customer service issues I experienced, extra money I had to spend hiring movers (which then damaged my furniture), I am requesting a full refund.
Business
Response:
August 26, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer [redacted].
[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information [redacted] provided and sent her the following email:
Good Morning [redacted], I am reaching out to you in regards to the customer objection and the voicemail you left with your recent U-Haul contract. I did leave you a voicemail yesterday but I have not heard back from you so I am trying your email. I do apologize for all the inconveniences associated with your rental, I understand moving the date can cause extreme changes and disruptions when moving. I have discussed this situation with our Marketing Company President and we will honor your original request for compensation; $210.00 for moving help and $50.00 for the reservation guarantee for a total of $260.00. I will be refunding this back to your credit card that was charged. Once again, I am sorry for the inconveniences caused. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564
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.
It does not address the underlying issues with my contract and in addition to everything that went wrong with contract with U-HAUL, I learned today my UHAUL storage unit has a leaky roof which resulted in damage/destruction of some of the items within the unit. In their correspondence with me, UHAUL of Western NY passed the blame of their negligence onto the Queensbury location and failed to provide any response to my customer service concerns.
Regards,
Business
Response:
September 5, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our custome[redacted].
[redacted] our Executive Assistant for our Western New York Regional Office, reviewed the recent comments from [redacted] and sent her the following email in response:
Good morning [redacted], I am writing in regards to your recent letter to the Revdex.com. I have rediscussed your situation with our Marketing Company President and our resolution still stands. I do apologize for all the issues and inconveniences associated with this rental. On 8/4/2014 you called and spoke with a Customer Service Representative requesting that more than just the $50.00 Reservation Guarantee be provided, you were requesting that some of the moving help cost be covered by us as well. On 8/6/2014 you advised Area Field Manager [redacted] that you wanted $50.00 plus $210.00 for movers. On 8/25/2014 I left a message advising I would honor that request and when I did not hear back from you I processed that refund on 8/26/2014 and sent you and email in regards to it. Your original request from 8/4/2014 was honored. In regards to the issue with the length of time it took to get a receipt, I do apologize. As I did advise the dispatching location did make an accident and put the wrong truck on the contract however the receiving location could still have closed this out and provided you a receipt. I am not "passing the blame"on Queensbury as you indicate in you letter I am simply stating the dispatching dealer is not at 100% fault for them being unable to close out the contract and provide you a receipt. You were not overcharged for this and ultimately you did get a receipt, I am sorry for the length time it did take for you to receive that receipt. Ultimately you were able to complete your move and we did provide a refund for the issues caused. We are considering this resolved on our end. I am sorry about the leak in your storage unit, as I have no authorization in that area of New York I cannot open an insurance claim nor resolve that issue for you. However, I can put you in contact with the office that can if you need assistance with that. Once again I am sorry for the issues associated with this rental. Please let me know if you need to be put in contact with a representative in U-Haul of Eastern New York. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [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: On Sept 22nd I rented two storage # [redacted] and [redacted]. The transaction was completed by Manager [redacted]. Payment in the amount of $484 which also included 2 locks and insurance was immediately deducted from my account even before leaving the register. On October 3rd, I received an email from manager [redacted] informing me payment was not received on # [redacted] and I was being charged a late fee. The email stated I owe $224 which was due on Sept 30th. Ms [redacted] also called me at work to tell me I no longer had access to that unit and she would be able to take payment over the phone. As I attempted to explain, she began to yell. I told her the transactions were handled by her and she told me I was incorrect. I asked to speak with her superior and she informed " she was the manager". I asked to speak to her superior and unfortunately there are no superiors who work on weekends. [redacted] has the transactions as being processed and paid. But for some reason , Ms [redacted] failed to investigate. I was also denied entrance into the uhaul location even when my swipe card accepted the check in. I made numerous attempts to reach someone including calling customer service who stated nothing can be done. I'm hoping the [redacted] will investigate and resolve this issue.Desired Settlement: I want a complete investigation into this matter and an apology
Business
Response:
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 that two messages were left for Ms. [redacted] but she received no return calls. Ms. [redacted] relayed that Ms. [redacted]’s storage account was corrected and an email was sent to Ms. [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 had unbelievably poor customer service while renting a Uhaul from this location. Along the span of 3 days, I was rented a Uhaul with a non-functioning check-engine light, the truck had a fuel leak (hence the reason I was given the truck with less than 8 miles of fuel in it), the roadside assistance truck came an hour after I was told he would arrive, I lost over $150 in fuel because of their faulty/non-inspected tank, and finally, my vehicle tow that I was guaranteed was rented out to someone else. When I arrived 2 days after I was supposed to be leaving town to get my vehicle transport, the woman working had NO knowledge of hooking it up, could provide me with NO instruction, and called a friend that was NOT employed by Uhaul or this rental location to attach the trailer and my car to it how he "thought" it was supposed to go.Desired Settlement: I would like a full refund plus some sort of fuel reimbursement from the leaking fuel tank, which was also a driving hazard.
Business
Response:
December 15, 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 Inland Northeast Regional Office located in Spokane, followed up on the information Mr. [redacted] provided. She informed our office the truck was in rental worthy condition when rented to Mr. [redacted]. The repair facility relayed that the fuel hose was cut and Mr. [redacted] did not experience an issue with the truck until he was close to his final destination. He was issued a refund for $75 as an adjustment in the interest of customer good faith along with a VIP Certificate for $50. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: 1- I had booked a 2 wheel tow dolly on uhaul online on 12/27/2014 to be picked up on route 18 in [redacted] though just when I walked in to this location I received an email on my phone that this dolly is not available at this location and so the updated location at which the tow dolly is available is 14 miles away in [redacted]- I was driving an electric car with not much power left in it so I had to leave the car in [redacted], get the dolly and then come back to this location to load up.3- at the [redacted] location I was told the location is closing in 10 minutes (noon ) so better hurry up, I was told I would need a hitch ball mount and the one available at the location is "not sold by uhaul" but by the owner of the location (didnt understand that distinction at that time but came to realize later when I was told how much they are selling it for), so I asked how much will it be for that and they told me $125 ?? the location is closing in 10 minutes and I have to pay cash ( was not given a receipt) so I payed $125 for something thats you can get t any [redacted] for $30 and at any other uhaul location for around $50, that is highway robbery, I generally do not have a good experience using uhaul but this is still America and this kind of crooked behaviour really hurts specially when someone is in a fix, 4- when I got the dolly to the original location it turns out the dolly had a vital part missing, so now the guys at this location took another hour to fix it.5- I started the process at 9:45 AM and I think I was able to finally leave for my final destination at around 1PM, does that sound right to anyone, is there any justification? none of the locations had any other customer but me at that time.6-I plan to pursue this with the small claims court, not only do I plan to get atleast $90 back for the ball mount, but also will be claiming the $50 that uhaul mentioned on the website that I will get if I dont get what I booked online.Desired Settlement: I plan to get at least $90 back for the ball mount, but also will be claiming the $50 that uhaul mentioned on the website that I will get if I dont get what I booked online.
Business
Response:
January 8, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. She informed our office she left a message for [redacted] informing him of a refund for $90 back to his [redacted] account. The refund should post on his next credit card statement. She also mentioned, in regards to the reservation issue, the reservation was made online on December 27th at 7:39pm. The reservation was scheduled at 9:45am the following day. Our U-Haul location at [redacted] in [redacted] was the referred pick up location, not the scheduled location.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 10/15/2014 I received an email informing me that I was late returning a truck I rented. I WROTE AN EMAIL SAYIN THEY HAD THE WRONG PERSON! I was shocked that the truck WAS in my name with my old address I hadn't lived at for almost 3 years. I called the customer service number and frantically sent emails, the emails warranted no reply when I informed them that I never rented a vehicle recently, ask for ID, did they have cameras, to call the police when they return. I spoke to UHAUL customer service Noel,10/26 and [redacted] approx. 10/15/2014 after I did not get any other responses. [redacted] informed me the person finally returned the vehicle late, they had the vehicle for 3 weeks, costing $1000,according to the the email I received. UHAUL NEVER CALLED THE POLICE AND [redacted] INFORMED ME THE PERSON HAD A PA. LINCENSE AS SHE CHECKED THE INFO AFTER I ASKED,SAH ALSO ATTEMPTED TO GETMY LICENSE FROM ME , SO I COULD BE COMPRPMISED FURTHER I INFORMED THEM I DONT KNOW ANYONE IN [redacted], DONT KNOW WHERE IT IS AND NEEDED ASSISTANCE FROM UHAUL TO STOP THE PERSON FROM USING MY INFO AND TO REMOVE ALL OF MY INFO FROM THEIR COMPUTER SYSTEM. TO DATE I HAVE NOT HAD ANY MORE ASSISTANCE FROM UHAUL AND PLAN TO SUE THEM FOR ALLOWING THIS TO HAPPEN. I HAVE THE EMAILS AND BILL.Not Returned UHaul EquipmenT[redacted] 10/25/14Dear [redacted], We have attempted to reach you using the information you provided at the time of your rental, but have been unsuccessful. Our records indicate that your contract has not been completed. Equipment: (1) Pickup Truck (#[redacted]) Location: [redacted], PA Date Dispatched: 10/04/2014 Please reply to this correspondence with: 1) Name on the contract. 2) Name of the location where you returned the equipment. 3) City and state where you returned. 4) Date equipment returned. 5) A phone number where you can be reached for any further questions.Desired Settlement: MY INFO ERASED PERMANENTLY WITH PROOF AND I STILL WANT TO SUE THEM BECAUSE UHAUL HAD NO CONCERN OR REGARD FOR MY INFO OR ID THEFT AND IM FURTHER CONCERNED IT WONT STOP, FOR MYSELF OR OTHERS. SOMONE ALSO NEEDS TO INVESTIGATETHE WORKS/STAFF SELLING PEOPLES INFORMATION OR USING IT THEMSELVES.
Business
Response:
February 15, 2015
[redacted] ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for forwarding Ms. [redacted]’s information to our office.
[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and has corresponded with her by email with the most recent being the following:
Good afternoon, I understand your concern in regards to how I got your number, but I have your number from your [redacted] complaint. I was hoping we could talk so I can help resolve the issue for you. If you get time and would like to discuss your problem, please call me at ###-###-####. I would be more then happy to help address your concerns. Have a great day! [redacted] Executive Assistant U-Haul Company of N. Philadelphia Office: ###-###-#### Extension:[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 moving truck on Monday, January 5, 2014. I was required to return the truck with ¼ tank of gas on January 6, 2014 by 5 P.M; however, I returned the truck the night of January 5, 2014. At the end of my trip, my brother and I pulled up to [redacted] gas station across the U-Haul location which I rented from and gassed up the truck. We filled up the gas tank to ¼. We paid for the gas in cash.
Immediately after we pumped the gas, we drove the truck to UHAUL. On Wednesday, January 6, 2015, I was charged $75.00 for the rental truck. Three days later, on January 8, I was hit with a charged of $46.00 for not returning the truck on ¼ tank of gas UHAUL claimed.
I spoke to the manager and she stated that I needed the receipt. Unfortunately, my brother who paid for the gas in cash, did not keep the receipt. I went in person to speak to her about the charge, but she refused to make any adjustment without the gas receipt.
It took UHAUL 3 days to check the gas tank; and then decided to charge me a fee. Why wasn’t the gas tank checked on Wednesday, January 6, 2015. Just because I don’t have the receipt doesn’t mean that I didn’t filled up the gas tank to ¼.
UHAUL has stolen from me and I want my money back because I did return a truck to them with ¼ tank of gas.
Business
Response:
January 15, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide her with a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. This was explained to Ms. [redacted], however, Ms. [redacted] became angry and her friend removed her from our U-Haul Center. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4 of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
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.
[Provide details of why you are not satisfied with this resolution.]
1. [redacted], Executive Assistant U-Haul International,wrote:[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide herwith a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. (Revdex.com Response). I visited [redacted], a locally owned and operated gas station, on Friday, January 16, 2014 in person to discuss my case with the manager. The owner of [redacted] stated that neither him nor his representatives spoke to Ms. [redacted]n regarding my case, and told her that they would provide me with a receipt, if I could give them the date and time I filled the truck. Thus, Ms. [redacted] has falsified information to corroborate her case against me. The manager also said to me that it would have been feasible to provide me with a receipt, if I had paid with a credit or debit card. Even with an exact date and time, which would have been between the hours of 10:30-11:15P.M on Jan. 5, 2014, it’s difficult to verify my case because they cannot directly trace cash payment to a specific car or ensure that I am indeed the individual who made the specific cash payment. Furthermore, the manager also said, if U-Haul had billed me for the fuel on Jan. 6th and then I called [redacted] on that day about the charge, it would’ve been easier to for them to track thepayment- days later makes it hard. They never received a call from Ms. [redacted]n or any other employees of U-Haul. If Ms. [redacted] did call the [redacted] gas station, then U-Haul should be able to provide phone records to substantiate their statement.2. “Ms. [redacted] became angry and her friend removed her from our U-Haul Center. “This is a deceitful statement that seeks to diminish my character. Indeed, I was upset because I was charged for unexplained charges. In addition, Ms. [redacted] demeanor wasnonchalant and dismissive. I would like Ms. [redacted] to provide video evidence to substantiate that I had to be removed from her store. My brother who accompanied me on the day I visited the store in person, stood at the entrance door while I vented. He never had to enter the store in order to remove or calm me down. He simply said let’s go and forget about it while standing at the entrance door. 3. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.My bank statement displays two different charges with different dates and reference number. The first charge on January 6th for $75.00. If the contract was closed out on the morning of January 6th, why didn’t U-Haul billed me for completed charges of $121.00 ($75 for cost of truck plus mileage plus $46.00 cost of fuel)? Instead, I was billed on January 6, 2014 for $75.00. Two days later, on January 8, I was billed for another $46.00. Even if U-Haul had billed the completed charges separately on January 6, 2014, the bill of date should’ve been the same for the two distinct charges, even if the reference numbers are different.I am willing to upload a copy of my bank statement to validate my argument.On January 21, 2014. I contacted Campus USA credit Union at ###-###-#### and spoke to [redacted], a representative, regarding the charges. He told me that he can only seewhat I’m seeing. Furthermore, he stated that he understands my argument concerning two different charges on two different dates and that the merchant, which is U-Haul, would have to provideproof that that the charges were processed on the same date, the bank cannot substantiate the transaction dates. When I contacted Ms. [redacted] on January 16, 2014 to provide explanation for the charges on different dates, I was told that she will contact me at a later time. I’m still waiting to hear from [redacted].Thus, I am asking U-Haul to provide evidence that the charges were processed on the same date using the same credit card number. Anythingcould’ve happened within those two days’ time.
Business
Response:
February 2, 2015
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms. [redacted].
[redacted], Executive Assistant for our Gainesville Regional Office, reviewed Ms. [redacted]’s recent comments to our office. She advised our office she believes Ms. [redacted] is confused with who she is, as well as who our GM is at our U-Haul Center. Our GM again called Ms. [redacted] and explained the truck they returned was not refueled to the same level as when it was rented. Ms. [redacted] stated they did ask Ms. [redacted] to go to the gas station for a fuel receipt. She just needs to let the attendant know the date and time she was there. Ms. [redacted] relayed that the bottom line is the truck was not refueled to the same level and, therefore, she was charged. Until a receipt can be shown to verify the fuel fill up, a refund 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