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J.R.J. Tara Corporation

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Reviews J.R.J. Tara Corporation

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

Review: I made a one time payment of $307.70 on January 29, 2013 from my checking account to pay for my son's storage locker with U-Haul. The payments were to cover a six month period, from January - June. on July 27, 2013, August 19, 2013 unauthorized payments of $47.95 were deducted from my account. I contacted the owner of U-Haul, who was not available; so I spoke to an [redacted] who indicated I could not get my money back unless I brought my son in with me. I did not authorize any additional payments from my account for his storage locker and I want my money back. I sent several letters to the owner who has yet to respond. I have filed forgery/fraudulent charges with my bank against this company. The payments should be taken up with my son- not me as I have not signed a contract with for any storage space.Desired Settlement: I want U-Haul to reimburse my checking account for the unauthorized withdrawals and to stop withdrawing funds from my checking account for this storage unit.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], a Senior Customer Service Representative, sent the following email to Ms. [redacted]:Ms. [redacted], We received your letter from the Revdex.com. In order for me to get your concerns to the appropriate person I would need to know which storage location you are referring to. Would you please give me the address of the location, including city and state. Would you also provide your son's name if it's his name on the contract. Thank you for your time. [redacted] Sr. Customer Service CoordinatorOur 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 my reservation by phone at the 800 number. My reservation number was #[redacted] and was quoted $940.60 for a 17 foot truck and trailer to tow a vehicle. I made the reservation 2 months in advance. I subsequently checked up on my reservation the week before to request my pick up time. At that time they said they would call me 24 hours before. At that time I reviewed all the information with the telephone agent. The night before my pick up, I had not received a call so I called them. When I called they said they did not have a truck for me with a trailer. I told them this was NOT acceptable. They told me if I wanted a truck and trailer I would have to travel to a town 50 miles away the next day to pick it up. When I asked how they were going to compensate me for this, I was told they would give me 100 extra miles and 3 days more. Neither of these things helped. THEN when I just opened my [redacted] bill this afternoon it showed a charge that exceeded the quote by $79. When I called to ask the 800 number about this and gave my reservation reference number, they told me this was the quote and there was nothing they could do about this. Not only was I cheated on a financial and physical level, but they were not willing at the reservation call center to help make things right. The woman just said she couldn't talk to me anymore if I was going to "threaten" her with the Revdex.com...Desired Settlement: I want compensation not only for having to drive 100 miles (50 each way) to pick up the truck, but then I was charged an additional $79 over the quoted amount and given ZERO explanation why.

Business

Response:

July 11, 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 sent Ms. [redacted] an email explaining that due to the fact Ms. [redacted] was going to need to travel to an alternate pick up location, we did provide her with an extra 150 miles to secure the equipment along with 2 extra days to allow more time for loading and unloading. The extra $76.36 charge on her contract was for [redacted] tax. Ms. [redacted] found no overcharge on Ms. [redacted]’ rental.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a truck from U-haul On June 18th for my move June 30th 2012 from Philadelphia to Baltimore. I had received a confirmation from U-Haul about this order. I made the required bookings for this move including reserving elevators in both locations as well as hiring movers. on June 29th at 3:30 pm U-haul called to inform me there was no truck available for me. The only thing they offered me was a truck that was available 2.5 hours away in Delaware and I would have to pick it up myself. I had already driven my car to Baltimore so this was not an option. I was on the phone with U-haul for 1.5 hours and kept being transferred to various staff members and 3 different people hung up on me instead of dealing with my problem. My wife and in-laws were on the phone with all the other truck rental companies/ movers in the area and everyone was booked!. I was starting a job as a training physician at [redacted] on Monday and needed to go along with the plan. the building I lived in in Philadelphia does not allow moves on Sundays so Saturday was the only option for me. No one told me from U-haul that the truck was not guaranteed when I made the reservation. Finally a truck became available at [redacted] b/c of a last minute cancellation. I had to pay 5 times as much! I would like U-haul to compensate me for the aggravation by paying the extra cost I endured. I still don't know waht I would have done if that one truck was not available. The whole situation was aweful and I don't understand how U-Haul can opperate with such a poor business model. according to the other truck company, U-haul frequently overbooks their trucks leaving people stranded on move day!Desired Settlement: I would like U-Haul to pay me the difference of their cost ($150) and [redacted]'s cost ($850) totaling $700.

Business

Response:

July 15, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of South Philadelphia, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology and requested a copy of his [redacted] receipt for reimbursement for the difference in rates. He also advised Mr. [redacted] of a free future rental.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The general manager added charges to my bill after I specifically declined the extra services on my reservation. She did not inform me, or ask me if I wanted the extra protection, then refused to take it off my bill after I noticed it. I vehemently did not want the protection, and would have refused it had she offered it.Desired Settlement: I want the extra charge credited to my card.

Business

Response:

September 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Utah Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining the charges each charge on her rental contract. Ms. [redacted] was not charged for Safemove protection.

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.

If that was the case, then when I showed my receipt to the manager, she could have said that and saved everyone a lot of hassle, instead she was rude, argumentative, and unprofessional. She said she charged me because she asked me if I wanted it and that I agreed to it, and she wasn't going to remove it no matter what. I explained that I had declined it on my reservation, but she wouldn't listen. She was actually in the middle of arguing with a different customer at the same time, refusing to let him rent a truck. So if she lied about my fees, and she also lied about the time we needed to return the truck. So if it's the case that I was never charged, then Uhaul needs to take responsibility for the ignorant, unprofessional general managers they choose to hire and she needs to be severely reprimanded for treating customers with such abhorrent disregard. I've never been treated so rudely in my life, and it was this disrespect that initiated my complaint about a trivial fee.

Regards,

Business

Response:

September 24, 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 Utah Regional Office, reviewed the recent information Ms. [redacted] relayed to your office. He informed our office he left a message for Ms. [redacted] explaining he had reviewed the situation and was working with our local GM and his staff to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We realize there is never an excuse for rudeness and will correct any issues to prevent it from happening again.

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 11/14/13 I needed a pickup truck for moving gravels for my backyard. Contract No. [redacted], location: U Store Self Storage, [redacted] I asked for a pickup truck, and the Dealership agent told me that a 14' truck should be able to do the job. I left the dealership with a 14' truck, headed to the store 1/2 mile away from the dealership to pick up my gravels and found out the 14' truck wasnt the right size and only a pickup truck are capable of doing the task (which the dealership dosesn't carry). I returned the 14' truck rightaway and only used 1 mile. I never got to start what I wanted to do with the truck, so I called Uhual at 18005280355 to report this issue. Shortly, a representative named John from Uhual (phone #[redacted]) told me that once the truck left the dealership, I have to pay dont matter if I used it or not. I explained to him that I wouldn't even rent the truck if their dealership agent didn't tell me the 14' truck is capable of doing the job. I also explained to him that he can charge me for the milage but not the whole amount, and then he told me that he will check and get back to me. 5 days gone by already, and I never received a call from him, and today I found out that I am being charge for full amount ($51.87) as it was stated on the 11/14/13's contract. First, Uhual missleaded me to a wrong size truck just to make the sales. Second, their representative told me that he will get back to me and never did. Third, they charged me $51.87 for (1 mile) 15minute that I spent on that truck.Desired Settlement: charge me for a reasonable price or refund full amount due to poor customer service.

Business

Response:

November 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]s, our Area Field Manager for our [redacted]d regional office, followed up on the information Mr. [redacted]provided, He informed our office he spoke to Mr. [redacted]and offered his apology for the inconvenience he experienced. They were able to reach an amicable resolution. Mr. Moses issued a refund for the base truck rental fee plus tax in the amount of $33.70 back to Mr. [redacted] M[redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

In Feb 2014, we had a new hitch/wiring harness installed at the West Seneca, NY office: [redacted] Now that it's time to actually go camping, we have discovered that we have no electric brakes. When we tried to contact this location for service, we continually got an answering service (for 4 days). You can't get service without an appt. and you can't get an appt. without talking to the store, but nobody will return your call! We went to on-line Chat and asked for the headquarters phone number. We were disconnected. After calling a second time, the intake operator mysteriously knew all the details of our contract/installation but informed me that they could not service us for three weeks because of how busy they are, and then admitted "We are actually overbooked". It's June 24, and this IS the biggest season for camping. When I asked him for a reference about who could give us service to clean up this mess so we could go on vacation.....his response was "Isn't that nice? You get to go on vacation. I'm not going to speak with someone who is rude. Click". I never swore, I never raised my voice. I am trying to resolve a very real need....That's the extend of U-Haul's customer service. Don't buy warranties from them because you can't get serviced.

Review: I reserved a 10 foot cube van from U Haul via their website more than one month in advance of my move date. I had very limited assistance and time with this move, and therefore thought it prudent to ensure the truck was reserved well in advance.

The website advised my truck would be ready for pick up at 9:00 am and asked that I choose a preferred pick up location. I chose a different location than the one I was sent to in order to pick up the truck.

Two days before the pick up date, I received an email from the Space Place ([redacted]) indicating that not only would I have a different sized truck than I had reserved, it would not be available for pick up until 11:00 am that morning.

When I arrived at the Space Place to pick up the truck, the girl behind the counter told me she didn't have a truck for me because the prior renters had not returned it. Her next sentence, which she repeated several times was: "there's nothing I can do." When I asked her to call U-Haul, she looked at me and said "No, YOU call UHaul!" I asked her again to please call U-Haul because I had limited time and needed to have this sorted immediately.

I waited for more than an hour before I was finally provided a truck. When they provided it to me, they stated that the gas tank was on Empty but that I was to leave it at the drop off location with a quarter tank. I was in a hurry, so I did not question why I was expected to provide gas for the next renter in this truck. As a result of this delay, I was only able to have the assistance of one other person for a very short period of time and ended up having to load the truck by myself. Further, the reservation I made online was for a two day rental and I was advised I had to return the truck the very next day. The email receipt I was provided states that I did not return the truck until July 1st, but in fact, I dropped it off on June 30 prior to noon as advised by the Space Place people. It also indicates I had it for two days which is not true.

Further, once she had finally agreed to call U-Haul, they advised that I was to receive a flat rate for this rental and I paid on debit, $131.25 expecting that I would not be billed for additional kilometers.

I received an email with a receipt attached indicating they had charged my credit card for additional kilometers as well as for fuel PLUS a $30 fee to go and get the fuel! When I dropped the truck off, the tank was just slightly below the 1/4 tank mark and yet I was charged $34 for fuel on top of the $30 fuel fee.

The "service" I was provided was rude, indifferent, and the fees charged were dishonest and patently unfair.Desired Settlement: I would like the charge of $96.72 refunded to my credit card immediately.

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern Alberta, followed up on the information [redacted] provided. She informed our office that [redacted] was given the truck with an empty tank but was also given $71 off her rental to bring the truck back at 1/4 of a tank. Since she did not, she was charged a fuel fee. The email that was sent to [redacted] after she made her on-line reservation states that the pick up location is a preference only and she will be contacted back for scheduling. Ms. [redacted] confirmed that our previous customer did return the truck late, therefore, she stated she issued a refund for the $50 Reservation Guarantee Fee. The refund should post on her next Visa credit card statement. [redacted] went over the allowed mileage and was charged accordingly along with the fuel fee. Ms. [redacted] spoke to [redacted] and reminded her she had been given a discount on the rental for the fuel.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and do not find it satisfactory, however I will accept the same as a resolution.

I do wish, however, to make it abundantly clear that at no time was I:

1. Advised the discount was to compensate for the fuel;

2. Offered the $50 on time guarantee;

3. Treated with respect or as a valued customer.

Further, the girl at the Space Place advised me that the $71 discount was being given such that I would end up being charged a "Flat Rate." Those were her words. Any rational person would think that if they are paying a flat rate for a rental truck, that they are not going to be charged extra upon the return of the said truck. Further, that same girl told me I had to return the truck the very next morning, which was not the case after all. However, I made sure that I returned that truck well in advance of the time she stated. I did this because when I give my word, I stick to it.

Not one person I encountered with UHaul was polite, or helpful, with the exception the regional manager. In fact, the person who contacted me over the phone was rude, condescending, and annoyed with me for having the nerve to complain about UHaul's despicable service. The fact that their letter to me through the Revdex.com indicates that their customers are important is offensive to say the least, especially given the disdain that is evident in the body of that very letter!

The woman that I spoke with started our conversation with the attitude of "I'm going to tell YOU a thing or two." She was rude and used a confrontational tone from the very beginning. She did not even apologize for the poor service, or when I mentioned how rude she was speaking to me, her own behaviour.

The next time I move, I will gladly pay three times the amount UHaul charges to another rental company if it means I will not be treated like an enemy of the business that I am patronizing. UHaul needs to be reminded that if they treat their customers with respect, they will return. If they do not, they will tell everyone they know of their bad experience; just as I intend to do. In fact, I'm not even sure why UHaul is a member of the Revdex.com at all.

Regards,

Review: U HAUL canceled our contract for equipment. They redid our order at the last minute on 6-16-14 but did not have an auto transport as under contract until 3PM, our uhaul truck had no inside equipment and they turned it from a 14 to a 17 foot truck, found a auto transport that we had for 5 days late, and we had to order a last minute dolly that they reported lost for 24 hrs but found it and we had no drop off address on our contract in INDIANAPOLIS. They charged extra for everything and provided poor saervice and aggrevation on 6-16-14 on our move time. They placed wrong address on my receipts of [redacted] which makes contract voidable and invalid.Desired Settlement: DesiredSettlementID: Refund

I would appreciate some cash reimbursement at my current address [redacted] to resolve the harrassment during and after the move and I was accused of not returning equipment. WRONG address on receipts. I request $1100.00 back for wrong address and problems or best settlement offer.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she has not been able to reach Mr. [redacted] at the number he requested she call, but has issued him a refund for the $50 Reservation Guarantee Fee. Ms. [redacted] also mentioned she did not find any record of a breakdown call from Mr. [redacted] and found no basis that would warrant the refund he is requesting.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I first contacted Uhaul for a quote to move a Ubox from Calgary, AB to Sudbury, ON as I was hoping to get a job there. The quoted price was reasonable, so I booked. In October, I loaded the Ubox with my items. I clarified with the manager (Ali Sidhu) that I was not sure whether I would be getting the job and he said that shipping couldn't happen until I filled out the necessary paperwork (a detailed inventory of the contents of the Ubox). I continued to pay for monthly storage at the Calgary location throughout October, November, and December. (Monthly fees were automatically charged to my credit card at the end of each month.) I did not get the job in Sudbury but I continued to need storage in Calgary. Suddenly, on January 2nd, I received an email from Uhaul notifying me that my Ubox was en-route to Sudbury, ON and that the next email I would receive was when the Ubox arrived in Sudbury. I immediately emailed (it was already 9PM) the manager of the Calgary location to ask what was going on.The next day (today) I noticed that my credit card was charged $2149.00 for the move. I did not ask for my Ubox to be moved and I did not fill out the required paperwork. I called the Uhaul location twice on January 3rd. They forwarded my call to their call centre where I spoke to someone named Melody. She could not provide me with any details other than my Ubox being en-route. Both times, she said she was leaving a message for the manager to call me back. He never called back.Desired Settlement: I would like my Ubox to be stored in Calgary and the moving charges ($2149.00) to be refunded to my credit card. I would also like a written apology from the Uhaul manager.

Business

Response:

January 4, 2013

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

Ms. Mandi Decarlo, our Executive Assistant for the U-Haul Company of Alberta, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced and that her U-Box was on its way back to Calgary. She also explained that a refund would be issued for the shipping fees due to our mistake.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I contracted with U-Haul of Woodside in moving my belongings from New York to Washington, D.C. I specifically picked UBox because they offered a guaranteed arrival date. Having arranged with them in June to store and ship my UBox pod in August, I gave them a call a week before the move just to ensure everything was going smoothly. Unfortunately, when I called the local office, they admitted they had forgotten to ship the box when scheduled, and there was nothing they could do to alter it. Because I had planned this all months in advance, including movers in Washington D.C. to pick up the UBox and deliver it to my apartment (the UBox process requires a trailer and for the box to be picked up from a U-Haul storage facility), I ended up having to cancel the original movers and make last-minute arrangements for a different company which cost more. I filed a dispute with U-Haul directly but never heard back. I attempted to follow up several times over the course of several months and was never able to get a response.Desired Settlement: I would like to receive a refund of the shipping charges I paid, since the "guaranteed" arrival date in the moving contract was not fulfilled. The total charge was $788.

Business

Response:

December 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. She also relayed she wanted to issue her a refund for $150 as an adjustment. Ms. [redacted] asked that we hold the offer and will call Ms. [redacted] back in a few days.

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

Sincerely,

Executive Assistant

U-Haul International

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 did inform the representative who spoke with me that I would call her back in a few days, but in the meantime I have been credited back the $150 without my consent. Had this resolution been offered back in August at the time of my complaint to the business, I would have been satisfied - however the five-month lag time has been extraordinarily frustrating. Because the full charge was for $788, and because I have made dutiful efforts to reach UHaul and resolve this with them directly, I respectfully request at least a $300 refund of the charges from UHaul.

Regards,

Business

Response:

December 30, 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 Brooklyn, Queens, Staten Island Regional Office, reviewed the recent comments from Ms. [redacted]. When her office did not hear back from Ms. [redacted] from the previous contact on December 19th, a refund for the offer of $150 was issued on December 23rd. They still have no record of hearing back from Ms. [redacted]. The refund was issued back to her [redacted] Card account and should post on her next credit card statement. Please be advised 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: U-Haul claims to have moving trucks for $29.95 per day. They do not mention that a "day" to them is 4 hours. They will not let you rent a truck for more than 4 hours, claiming that they don't have any trucks available. I've tried calling several U-Haul retailers, and you get the same response. Seems they want to cram in as many "days" into a day to rip everyone off. It's quite ridiculous and I honestly have no idea how this can be legal.Desired Settlement: I've been trying to rent a van to move for weeks, and I get the same outcome. I literally just want to be able to rent a van for more than 4 hours.

Business

Response:

May 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Traffic Department for our Boston regional office contacted Mr. [redacted] and discussed his concerns. We apologized for the rude treatment he experienced and was able to work out a truck rental for him for pick up at 4:00 pm on May 31st until 2:00 pm on June 1st. Our Traffic Manager assured our office the information Mr. [redacted] provided would be addressed with all involved 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,

Executive Assistant

U-Haul International

Review: On August 7,2012 I went to U-haul with [redacted] to rent a tow dolly for a 1967 Ford pickup truck we first spoke to a Hispanic gentleman at the U-haul location told him what we wanted to tow and what type of tow dolly we were looking for, the U-Haul worker stated that there was nothing on the lot that would fit the truck, at that time a Caucasian gentleman said "Yes we do, we have a tow dolly for your vehicle, the two workers argued for a brief moment then the Hispanic gentleman walked away shaking his head. The Tow dolly we took both myself and [redacted] my brother-in-law looked at the tow dolly and it looked like it would fit the truck without issue. We took it back to the house where the truck was, was able to put the truck up on the tow dolly without issue. Therefore we pulled it to the house without issue. When we returned the tow dolly to U-Haul the gentleman looked it over gave me a a slip that we returned the tow dolly that my [redacted] my brother-in-law signed with "No documentation that there was any damage done to their equipment." The U-haul worker signed it and we left the business. Now on August 28, 2012 I receive a letter from Repwest Insurance Company stating there was damage done therefore they want my insurance information. I looked at my receipt from U-Haul and it shows that I actually towed a 1967 Ford Mustang 4 cyl. Gas rear wheel drive. I don't own this car never have, never will. So it's U-Haul business practice for a customer to tell the U-Haul worker at the front counter specifically that I will be towing a 1967 FORD TRUCK and for them to type in the incorrect information only a few seconds after it had been stated to the man behind the counter? Now they want me to pay for a piece of equipment when returned to them no damage was notated or stated at that time? So it is a common practice for U-Haul to misrepresent the company and FALSIFY a document with incorrect information, that was given to the man behind the counter only seconds before printing it out?Desired Settlement: U-haul needs to withdraw their claim to their Insurance company REPWEST. I have all documentation even the contract that were signed at the time by a worker at U-haul that also signed stating that when the tow dolly was returned to their same location, there was no damage done at that time and I will be willing to fax this information to anyone who needs to view the information. They have misrepresented themselves as well as FALSIFYING a legal document.

Business

Response:

October 15, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of Portland, followed up on the

information Mr. [redacted] provided. He informed our office that Mrs.

[redacted] will be faxing over a copy of the letter they received from

RepWest Insurance Company and he will be in contact with the agent at

RepWest Insurance Company to resolve their concerns.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I chose this U-Haul location to rent a Truck and Dolly. My girlfriend was with me and we were moving household furniture to my house in [redacted]. While I was in the bathroom the clerk at the desk went over the insurance policy with her and asked HER to run MY debit card for payment. She said she did not know my pin and he said they would do a "credit transaction" instead and jokingly told her to make sure she looks over my shoulder better next time. When I returned from their bathroom he handed me a pamphlet and said we were good to go. During our rental period the tow dolly ripped a transmission line out from underneath the car. This claim was denied based on ridiculous exclusions that were never explained or gone over with the policy holder. When I spoke with their insurance agent she said it sounded like your girlfriend was the problem, she should have told the clerk NO when asked to run a card for someone else.

Product_Or_Service: Truck and dolly

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

U-haul needs to honor the claim I filed to their insurance or at the very least refund the illegal transaction done on my card. Otherwise I will be filing a suit through my lawyer and smearing my story across all social media avenues.

Business

Response:

September 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul [redacted], followed up on the information Mr. [redacted] provided. She informed our office [redacted] investigated his claim and concluded the damages were not the responsibility of the U-Haul Company. After another review of the information, Ms. [redacted] relayed their decision in the matter remains the same.

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: Did NOT disclose fact that they charge additional monies for 24 hour access.

I rented a storage unit from this facility and reserved it on line. Their web sites says 24 hour access BUT does NOT state any conditions. Upon arriving on site they first required that I purchase a special flat lock from them at a cost of approximately $15 or they would leave one of their locks on the unit in addition to mine. I explained that I had my own lock of the type that they REQUIRE but not with me at the moment. They then left their lock on my unit which required us to stop at the office and obtain their key to open the unit. This had the effect of limiting access to the hours that they are physically present. They did remove their lock when I put on the type of lock that they REQUIRE. There is nothing on their web site that they require a specific type of lock. Then a week later when my son went to get into the unit they told him that 24 hour access was available ONLY with the payment of an additional $10 per month. This was NOT/is NOT stated on their web site which does say 24 hour access an I was NOT told of this additional charge when I rented the unit.Desired Settlement: I want 24 hour access as advertised without additional charge. I also want them to cease and desist in requiring the purchase of their lock and the charge for 24 hour access for ALL customers or for them to plainly and boldly list those requirements on their web page. It is impossible to make an informed decision when they have hidden requirements and hidden costs.

Business

Response:

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

[redacted], our Executive Assistant for our Miami regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained the procedures of our 24-hour access feature that is available at some of our U-Haul storage locations. Although he viewed this feature on line, customers are given the option at the time they complete the contract. Ms. [redacted] also explained the reasoning and options for the diskus lock we require our storage customer to have on their unit. They can either be purchased at our U-Haul Center or at a local hardware store.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

It is impossible to make an INFORMED decision regarding the selection of a storage unit when information is NOT clearly and concisely listed on the web page.The u-haul web pages clearly shows 24 hour access and there is NO mention of an additional charge.Also, there is NO mention of the requirement for a discus type lock.I did receive a call from U-haul and I was provided $50 in good will vouchers and that is great for me. However, the bottom line still is this information was not and is not made available on the web site, this information was not provided to me by the u-haul reservations center, and it was not provided by the storage facility personnel at the time of rental regarding the after hour charge.I initially called the U-Haul 80 customer service number and the lady that I spoke to there had to check on the additional service fee as she--as a U-haul customer service representative--had never heard of it.I could have rented cheaper from another facility who DID list their limitations on access hours on their web site as well as ALL cost associated with renting one of their units.U-haul NEEDS to fix their web site for all locations and provide immediate FULL disclosure of conditions and limitations.

Business

Response:

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

I’m sorry I failed to address the website issue Mr. [redacted] mentioned in his original objection. It is only through communication with our customers that we realize what programs are working and what areas need attention. I had forwarded the information Mr. [redacted] provided in his original letter and his recent letter to our storage group for further follow up. Please be assured his concerns will be taken into consideration for necessary changes if and where needed. We appreciate Mr. [redacted]’ feedback and hope he will allow U-Haul to serve him again in the future.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I am renewing my complaint from 05/05 as an employee of Uhaul promised to return the disputed amount and since has not done so. IN speaking with a [redacted] on 05/05. he actually apologized for the charges stating the gas gage "must have been read wrong" and promised the 85.00 (gas fee and late fee) would be credited back to my account. Instead the full amount of 196.50 was refunded 05/06 then today it was taken from my account again leaving my account 67.00 in negative. To state the complaint again, I was fraudulently charged an 85.00 fee from Uhaul. Uhaul stated upon return of the truck I did not return it with the amount of gas I took it out with, as well as a late fee that should not have been applied as Uhaul waited a week to send an invoice and the amount of 85.00 was being disputed, therefore the amount for the rental should not have been posted until an agreement was made between myself and Uhaul. Unfortunately, when I returned the truck, the facility was closed and I left the keys and paperwork in a drop slot. I was told when I originally called and spoke to a customer service representative about the fee for the gas that Uhaul has many complaints and it is a common occurrence of Uhaul to charge someone gas fee when gas was in fact in the tank upon return. I have emailed a [redacted] advising him to return the 85.00 or I will follow through with this complaint, as well as filing a fraudulent charge with my bank.Desired Settlement: I demand the 85.00, gas fee and late fee to be credited to my account as well as a discount of some amount for the inconvenience of twice leaving my account negative as well as depleting my account so groceries and other bills were not able to be purchased and/or paid.

Business

Response:

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

Russell Dumas, our Executive Assistant for our Eastern New York regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her the following email:

Dear [redacted], I have received the forward of the information you had provided regarding your recent U-Haul experiences, and would like to sincerely apologize for the inconveniences that we have caused you. Having researched the Documentation, I understand that we made a couple of mistakes and didn't communicate with you very effectively. It appears as though when you last spoke with [redacted] ([redacted]), the manager of the Albany location, he had informed you that he had processed the credit to your card for the $85.00 discussed. That credit did in fact transmit from our business the evening of 5/5/14, and as banks are allowed up to 5 business days to apply credits, you should see that credit no later than close of business on Monday, May 12th. I further understand that we charged your card a few days prior to that $196.65, the total charges, plus the fuel charges, plus a service fee. I do not know what conversations, if any, took place between your returning the equipment on 4/21 and the charges that were applied on 5/2, but unfortunately, when a contract is pending payment, it ends up going to our collections department, where they attempt to process the charges for payment. I do understand that this caused even more inconveniences, and as an apology, I have issued a credit for another $50.00 (again, it could take up to 5 business days before the credit is applied to your account), So after both refunds, the rental ends up costing you $66.17. I do again apologize for the inconveniences, and greatly appreciate your providing us the opportunity to correct your concerns. I regret however that it has taken this long. If I can be of any further assistance in the future, please don't hesitate to contact me directly. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York

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 a customer in the past and a current one. I have not missed or been late on any payment due yet, uhaul claims they did not receive my last payment (due to holiday mail delay){I work at the post office so that excuse is false}. Secondly, they refuse to contact me directly, either mngr. in Yo.,Ohio or through their multiple customer service centers who willfully refuse to allow me to speak with a call center mngr. However one phone representative ([redacted], and others [5 total]) in Arizona or elswhere(which could possibly be an intentional untruth)put me on hold and didnt return to the phone at all. I was on hold for 1hr. 10minutes total with no results. They each made it clear that my items are up for auction which tells me something is definitely peculiar with this branch on [redacted] Avenue, near downtown in Youngstown, Ohio. Seems to me the Organized Crime presence is still alive and well in that business.Desired Settlement: A simple phone call FROM MANAGEMENT, not a management representative or asst. so we can rationally discuss all possibilities and resolve the matter without any further accusations on my part and the safe keeping of my belongings (of course with continued payments) until arrangements can be made for their subsequent removal.

Business

Response:

October 2, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Akron, followed up on the information Mr. [redacted] provided. He informed our office that our GM of our U-Haul storage location had contacted Mr. [redacted] and advised him his storage account is showing to be in current status and not in jeopardy of going to auction.

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 to drop off a trailer at this location on 9/2/2012 because I was have problems with my vehicle that was pulling the trailer. otherwise I would have keep the agreement to return it to the location in which I picked it up from in Spokane, WA. The customer service agent [redacted] who received the trailer at this location was overly rude and had NO customer service skills. She proceeded to agnore me when I was trying to explain to her why we had to drop off the trailer at this location. Each time I spoke to her she would walk away from me without responding to my situation. She told us we could not leave the trailer there. After she made a phone call. I asked her if we could now leave it. She walked away from me withoug responding to my question.She proceeded to continue this behavior. I was charged $280.91 dollars not including the $65 I paid for the round trip amount back to Spokane, which I was unable to complete.For a total of $346.02. After filing a complaint with U-Haul customer service. I received a call from the manager of that location(Lynda) who told me that this was not normal behavior that is allowed at her store and that she would compensate me with a gift card of $150 and get back to me regarding why I had to pay so much for dropping off the trailer at her location. She also told me that she would try to get some of that money back. since she had a similar situation not to long ago. where a gentleman only had to pay $170 for droping off a trailer when he should have carried it round trip. I have since tryed to contact her(Lynda) several times reguarding the out come of her research. She has not returned any of my phone calls. Nor has she contacted me by email which I gave her also.Desired Settlement: I would Like to receive at least half of my money back. Not a gift card. Seeing that I will never use their company again. And an Apology from the Person who is representing U-Haul. Not [redacted].

L[redacted]

Business

Response:

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

[redacted] the Executive Assistant in our Seattle, WA Regional Office spoke to Ms. [redacted] on 10/3/12. Ms. [redacted] sent Ms. [redacted] $100 in VIP Certificates and also credited $250.00 to Ms [redacted]'s Visa Card for the wrong destination fee. The credit will post on Ms. [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-haul International

Review: I set up to have a tow hitch installed on my car. I drove over 2 hours south of my home to have it installed. When I arrived they informed me that parts were missing and that I was basically out of luck. Then the manager finally looked in his computer to see what other locations might have the hitch. I then drove another 3 hours north to [redacted] to pick up the hitch. Afterward I drove home another 2 hours to [redacted] to install it myself. 7 Hours of drive time because they were missing parts. I probably should mention how the manager printed out a list of the parts and asked me to go to [redacted] to see if they could get the parts for me so that uhaul could do the install. If that isnt enough punishment of myself. I call uhaul a few days later to schedule a truck to move my things from my storage unit in [redacted] to [redacted]. The guy who assigns the truck to me tells me that he can't find a drop off location in [redacted] so I am to call and get a location when I arrive in the [redacted] area. I drive the truck about 15 miles down the road to my office and then call to get a location. Now I am told that if I don't drop it off in [redacted] there will be a drop off fee. They cant change the location. This is just stupid!!!!!Desired Settlement: After all of this junk. All I would like to do is have uhaul change the drop off location 15 miles down the road especially since there was no exact location anyway. Is that asking too much??? Now you have a complaint on the Revdex.com when all it would have taken is one computer click to prevent it!

Business

Response:

September 14, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Ohio, followed up on the information Mr. [redacted] provided. She advised our office she spoke to our GM of our U-Haul Center in regards to Mr. [redacted]'s concerns. Our GM called Mr. [redacted] the day Mr. [redacted] made his reservation to have a hitch installed and left a message explaining we would not be able to install the hitch until the following Monday. Mr. [redacted] still showed up the following day. We had the hitch but not the hitch hardware. The closest location to have the hardware was in [redacted] and Mr. [redacted] relayed that he would go to [redacted]. Our GM did try and accommodate Mr. [redacted] by offering a truck and an auto transport to tow his car at an extreme discounted rate to make his move in lieu of having a hitch installed and renting a trailer. Mr. [redacted] declined the offer because he didn't want to have to take the equipment from [redacted]. We were able to work out that Mr. [redacted] would secure a trailer from [redacted] at a discounted rate and he would go to [redacted] for the hitch. The trailer in [redacted] was discounted by $100 and Ms. [redacted] relayed that they understood Mr. [redacted] was satisfied with the outcome. Ms. [redacted] also added that she understood Mr. [redacted] made a reservation to have the hitch installed for the next day, but that U-Haul did contact him back immediately to inform him we would not be able to do the installation until Monday.

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 own a business that rents between 30-50 trucks a summer. I made a deal with the branch manager in March for a negotiated rate on one of their truck style because of how often I rent. They honored the deal every week until just recently when it turns out the GM lost his job. I understand the new management wanting to renegotiate a new deal (nothing was in writing), but now they will not honor the last two rentals I had with the company.

To put it simply, my business spends thousands of dollars renting trucks each year. This year we chose Uhaul because of the deal we received from the GM. Now, they will not honor that deal made by their former GM on the last two rentals we had with them. To honor the deal it will cost them about $150. By not honoring it, they will lose my business as a customer and forgo thousands of dollars in rental income over the next year and perhaps following years. I am fine re-negotiating the deal going forward, but they should honor the previously established deal for the last two rentals.

In speaking with management over the new GM's head, they refuse to honor the deal. So far I have received only blank stares and rude treatment from their management team ([redacted]) . As a business owner, Uhaul corporate should be aware of how their branches are treating their corporate customers. I will not be renting from U-haul again unless they fix this situation.Desired Settlement: For Uhaul to honor the previous arrangement and work with me to get a new agreement in place. It is in their best interest to do this as I spend thousands of dollars a year on truck rentals.

Business

Response:

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 informed our office that Mr. [redacted] has been advised that they are not aware of any deals/arrangements made with him. He also assured our office that no one at U-Haul has been rude to Mr. [redacted] or unprofessional with him. Our former GM did not advise anyone of special arrangements he made with Mr. [redacted] and Mr. [redacted] has nothing in writing to verify any arrangements. Although we certainly appreciate his business, it still should be understood we can’t honor an arrangement that is not documented and does not conform to U-Haul policies and procedures. We do have a corporate program that Mr. [redacted] can look into to determine if his business qualifies. He can inquire at his local U-Haul Center.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.If you cared to look at any of the rentals I have done with Uhaul over the past year, you will see evidence of the verbal agreement between my company and the GM at the Uhaul branch. We put nothing in writing, but all of our past rental agreements, except for the two in dispute, illustrate the $0.59 rate for the 10' box truck that [redacted] (the former GM) and I agreed to. We had upwards of 20 rentals with this rate. I provided [redacted] with several previous receipts that illustrated this agreed upon rate as well. No, we do not have a written contract, but yes, there is ample written proof that this agreement I am speaking about did exist with Uhaul. All you need to do to verify this is to look at my rentals of the 10' box trucks this year to see the adjusted rate. I can also provide these again if necessary. I am not trying to rip anyone off here. It is not even that much money. It comes down to the business practice of honoring agreements made between a manager (former or not) and a customer. Uhaul is not honoring this verbal agreement despite the fact there is ample written proof of the agreement and I rent dozens of trucks every year. I also understand if Uhaul does not want to continue the agreement going forward. It surprises me that they are willing to burn a bridge with a neighboring business who spends thousands of dollars with them just to save a small amount of money. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted] reviewed the information Mr. [redacted] provided. Please be assured we would like to continue providing services to Mr. [redacted] but it is very difficult for us to honor an undocumented agreement or arrangement. Mr. [redacted] relayed that although Mr. [redacted] may have received discounts on past rentals, this does not constitute an agreement. He went on to advise our office that U-Haul has no intentions of burning bridges with customers. We are about building long term relationships. As relayed in my previous letter, U-Haul has a corporate program that Mr. [redacted] can look into to determine if his business qualifies as a corporate account. Having a U-Haul Corporate Account will enable his business access to all U-Haul products and services.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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Even if they do not want to honor the arrangement going forward, they should honor it for the two rentals I am contesting. The fact that they will not honor that shows me that they do not want my business, despite the bogus customer service speech in their last letter. I own a customer service business and deal with thousands of customer every year. I can confidently say that Uhaul has terrible customer service. If they cared about their customers, especially big ones like us, they would swallow the cost just to keep the customer happy. It is not my fault that their former General Manager made a deal that they do not like. There is clearly a track record of my arrangement with the former manager, but they are choosing to be a penny wise and pound foolish. I will not look into a corporate account and will choose to do business at one of the several other truck rental companies in the area. Regards,[redacted]

Review: In moving from [redacted], we used U-Haul's U-Box service to ship our personal items across the country. We dropped our items off for shipping on May 30th, 2014 in [redacted] and were guaranteed arrival in [redacted] on June 26th. Our personal belongings did not arrive until July 4th, 2014, a week after we had moved to [redacted]. Numerous attempts to locate our belongings in that time failed, U-haul was unable to provide any information as to where our box was. We finally acquired our items on the fourth, after having to cancel movers on June 27th. In addition, we filed an arbitration with u-haul asking for a refund, to no avail. The [redacted] site manager, by the name of [redacted], closed our arbitration agreement against our consent. We re-opened the claim with U-haul, and went as far as to send them a formal e-mail in regards to the claim after receiving no word on its status for two weeks. As of July 30th we have still received no word, despite being told multiple times that a Manager would be contacting us expeditiously. This does not count the numerous attempts to resolve the issue with U-haul over the past month.Desired Settlement: We are seeking a full refund from U-haul, or at least more than half, due to continuously being given the run around and forced to call multiple departments including their corporate office, having our arbitration claim tampered with against our will by the site manager, and violating the initial agreement and guarantee of our belongings arrival in [redacted] on the agreed upon date.

Business

Response:

August 5, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted]r and advised him of a refund for $1,208.40 as an adjustment on his move. The refund was issued back to his [redacted] account and should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-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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