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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: On Sunday or Monday (2nd or 3rd of September 2012) of this week, I visited this site and asked what the price would be to rent a automobile dolly for local use. I was told it would cost $35/day. I wasn't sure when I would actually need the dolly, so I could not make a reservation that day. Earlier today (6 September 2012) I visited this location again, this time to reserve an automobile dolly for tomorrow, 7 September 2012. However, I was now told that the price of renting this dolly was going to be $45/day. This is a classic "Bait & Switch" selling technique and is unacceptable. The justification given to be was that this was the price listed on the Uhaul website. I find the internet pricing irrelevant given that I was told the price would be $35/day. I clearly indicated that I wanted to rent later in the week but was not certain of exactly when.Desired Settlement: I want this location to rent me an automobile dolly for the price they told me they would charge me, not some made-up number pulled from the internet.

Business

Response:

September 14, 2012

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

Mr. [redacted], our President for the U-Haul Company of Central MI, followed up on the information Dr. [redacted] provided. He informed our office he has been corresponding with Dr. [redacted] by email addressing his concerns. His most recent email is as follows:

[redacted]: There was apparently some miscommunication on our part, and for that Ii apologize. In fact, our goal is to make every effort to provide our customers with the best rate possible, and provide the right equipment at the lowest cost. I have personally known, and worked with our general manager [redacted] for over 5 years and can tell you that he prides himself on serving customers to the best of his ability. His on line customer reviews, and return customer base prove that. I can also tell you that [redacted] is the kind of individual that will work with you to provide the best possible solution. His cell phone number is listed on his business card, as is mine, and we make no effort to shy away from our serious interest in serving our customers as well as we can. Again, I apologize that there was a miscommunication, but let me assure you that there was no scandalous intention in our pricing. I have sent you a $50.00 VIP Certificate in a separate e mail. I encourage you to use them for your rental, and give [redacted] the opportunity to work with you. I can also assure you that [redacted] would welcome feedback from you, to avoid any confusion such as this in the future. Let me know if I can do anything further. Regards, [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: My family purchased a one way rental of a 6 X 12' tow trailer for transporting furniture and household goods from [redacted] to [redacted]. When we began to unpack the trailer we noticed that a marble tabletop for a coffee table was broken in three places/cracked and the wooden stand for the matching end table was cracked and broken as well. (in a different part of the trailer). There was no shifting of those contents and they were packed EXTREMELY well with moving blankets/ pillows/cushions-but there were rough road conditions in [redacted] where the trailer was hard to control and required us to pull over. Out of the entire trailer, these were the only two items damaged. We returned the trailer two days early, asked the gentleman about it and he gave us the RepWest number and said they would take care of it. My initial call occurred on May 10th and it is now June 19th when I finally received a connecting call from a Representative. She did call 2 other times and leave a message, but I had left in excess of 4 calls, 1 call to the supervisor because I hadn't heard back and I still haven't heard from the supervisor. Ms. [redacted] states that the only way a claim is paid is if the vehicle and trailer are involved in an accident that causes damages, but nowhere on the website OR on the documentation does it say that this is only for accidents. It talks about improper packing and shifting, which would OBVIOUSLY occur in an accident! So I am sitting here with a broken tabletop and a broken base that will cost approximately $350-$400 to repair (not even replace) and they are neglecting to cover it. I am aware that there is a $100 deductible and I was fine with that. When I called Uhaul to reserve the trailer, they said insurance for safe tow was for ANY damages that occur on the drive back to MN. My car insurance covers damage in an accident and in that case I would have NEVER purchased the coverage if I hadn't been told that it covered transport damage-by more than one Uhaul representative.Desired Settlement: $300 to cover repair of the table minus the $100 deductible. Item 7 in the contract states "Provides protection for Customer's vehicle being towed, personal contents in towed vehicle and contents in towed Trailer". Nowhere does it state that an accident must occur in order to utilize the contract benefits, except if you are in a rented truck. For the trailer, it is covered according to the contract. I asked where it stated coverage only in an accident, and she couldn't tell me where.

Business

Response:

June 22, 2012

Thank you for your concern for our customer Ms. Consumer.

Mr. [redacted], our President for the U-Haul Company of Montana, followed up on the information Ms. Consumer provided. He spoke to Ms. Consumer and advised her of a refund for $200.00.

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

Sincerely,

Executive Assistant

U-Haul International

Reservation [redacted] - Online reservation of 10 foot truck to be picked up in Viera, Florida on March 8th. When I arrived at the pick up location I was told they had no truck and had to drive to a different location in a different town. When I arrived at the Rockledge, FL location, they told me once again they had no truck availaible for my move. Eventually I was given a larger truck. I did not need a larger truck, and spent a significant amount of money on fuel since I was driving 1100 miles to Ohio. The online reservation system at Uhaul was essentially worthless. I left for my trip hours behind schedule and stuck with huge fuel bills. Very unhappy with this service. I was sent a customer service email the next week, I filled it out and voiced my complaints....no one even responded with an apology. I will never make an online reservation with Uhaul again.

This is a copy of an email I sent Uhaul, it explains everything:
1. I have many complaints with our recent experience with Uhaul. I will start at the beginning. On February 24, 2014 we rented a 26’ moving trailer. On the contract was also an auto transport and furniture pads. We rented this vehicle from J&M One Stop Shop at [redacted]. On the day we picked up the trailer, we did not pick up the auto transport, nor did we sign for the auto transport, although we paid for it. That same day some friends agreed to let us store our vehicle at their house, thus eliminating the need for the auto transport. I called Uhaul customer service that day, and asked if it was too late to cancel the auto transport because we no longer needed it. I also said if it was too late we would still take it. The woman who I spoke to said that was fine since we hadn’t signed for it, and our money ($109) should be back in our account within 3-4 business days. It is now March 9, and no money has been returned.
2. Now, Mobridge is a small town, and I personally know the owners of J &M One Stop Shop. They informed me they had to travel 2 hours to pick up our Uhaul moving truck the evening before we picked it up. We picked it up February 24, drove it to our home 2 miles away, loaded it with all of our belongings, and drove it approximately 3 miles to our friend’s home where we were going to be staying overnight before we left town the next morning. The next morning my husband started the moving truck and let it run for a while before driving off (temperatures were below zero). In the half hour he had it running, it did not warm up and he saw there was fluid below the truck. We found out later that the radiator was leaking and needed to be replaced and the thermostat needed to be replaced. He immediately took it back to J & M One Stop Shop, fully loaded. This was before 10 am. Now, while I cannot prove it, I have spoken to people who work on similar vehicles, and they say it is highly unlikely that the owners of J & M One Stop did not know that something was wrong with the radiator during the 2 hour drive from wherever they picked it up. (It was below zero on Feb 23 as well.)
3. Now, after we dropped the Uhaul back off, we talked to roadside assistance about what our options were. We were dealing with [redacted] at roadside assistance, extension 860430. We were informed that the nearest place to fix our Uhaul was in Aberdeen, SD, approximately 2 hours away, the Uhaul would be towed and arrive there by approximately 3 pm. We placed personal items from our personal vehicle into the moving truck so we had room to travel with six people and a pet. This was before noon. Coincidently…. The only place that tows in Mobridge is J&M One Stop Shop…… [redacted] also informed us that if we needed a hotel we could stay in one, and Uhaul would pay that expense, however we opted to stay at our friend’s house. We have a family of six, and we thought we would be more comfortable there, while also saving Uhaul money. [redacted] also informed us that day that our contract would be extended by however many days the Uhaul was not working.
4. The following day (Feb 26), we were informed that the Uhaul did not arrive until after 5pm in Aberdeen, so the mechanics were unable to look at it the previous day. They determined that the radiator and thermostat needed to be replaced. They had to order the parts because no one in Aberdeen had them available, and it would not arrive till around noon the next day (Thursday Feb 27), and then would not be ready for pick up until several hours later. As a result, [redacted] checked with a supervisor, and told us we had two options 1) We could have the Uhaul towed to our destination, but we would be responsible for the full payment, Uhaul would not reimburse us any money, or 2) we could wait until the Uhaul was fixed, pick it up and drive it down ourselves and be reimbursed the full amount of the Uhaul. We opted for the second option because we wanted our possessions to be in our own care, and since my husband was already going to be missing several days of work, we would at least be getting some money back to replace what he was losing in wages.
5. Finally, late afternoon on Feb 27 the Uhaul was ready to pick up. We waited until the morning of Feb 28 to pick it up because we would not arrive to our destination until late that night, we would not have help unloading the trailer anymore that day, and with 4 small children, it seemed prudent. We also could not get to our beds and bedding due to the fact they were in the front of the moving truck and would have no place to sleep. We also were told our contract was extended, which meant we had a few extra days. Our contract originally ended on Feb 27, but would have been extended until March 2 because of the days lost. So we picked up the trailer on Feb 28 around 9:30 am and drove to our destination, unloaded quickly, and had it dropped off that same day at Pack & Ship, 101 W. 2nd St, Yankton, SD, around 5 pm that evening. We had the Uhaul in our actual possession for less than 36 hours total.
6. On Monday, March 3 we were surprised to find out that our contract had not been extended, and we were being charged $114.48 for a late fee, in returning our Uhaul late. This was withdrawn from our account the next day. Upon talking with customer service, we were also informed that we were not getting reimbursed any money for the trailer rental, even though this was promised to us. So now at this point, because of promises given to us by Uhaul, Uhaul owes us : 738.82 for the uhaul rental and auto transport that had not been reimbursed yet
+ 114.48 for the overage that we never should have been charged
853.30 total
Now, we have four small children, all of our food and possessions were in the Uhaul, and we were stranded for 5 days with just one change of clothes. My husband was missing work at a new job, and we were made promises by Uhaul and made decisions based on these promises. Now, they are saying these things were never said, and if they were [redacted] never should have said them. However, [redacted] did say them, and promises were not kept.
7. We have since been in contact with MANY MANY people at Uhaul trying to get this resolved. Most people will not help or give us the runaround. I have talked with Stephanie at the Fargo Executive Office 701-293-5266. She agreed to reimburse us $400 for everything. This amount has been placed into our checking account. However, this is not even half of the amount that was promised to us. She later told us she found the $109 for the auto transport and that would be replaced as well. However, this has not been placed into our account yet. So by my calculations Uhaul still owes us: 853.30 total
-400.00 which has been reimbursed
453.30 which has not been reimbursed
We told several people that we got these promises from [redacted] with roadside assistance. They said they cannot find him and do not even know he exists. I proceeded to attempt to contact [redacted] for his help in confirming these matters, and while I was unable to contact him directly (it was his day off), I was able to contact his supervisor, Lori Gillis at extension 860330, who confirmed he existed and said she would listen to the recordings and do what she could to help. If I can find [redacted] how come the Executive Office cannot?
8. Also, when calling Uhaul’s customer service line, you are informed “In order to keep our promises to you, we are recording this conversation. You can request a copy of this conversation.” Since ALL conversations are recorded, we have been requesting copies of ALL conversations we have had about all of these matters. We have requested them all week, with every phone conversation we have had, and also by email. Thus far the only recording we have received has been the initial report with [redacted] about the Uhaul breaking down. That’s it.
9. Now to conclude, promises have NOT been kept, most people we have been in contact with have not been helpful. We made decisions based on promises made, and have lost several days wages because of it, not to mention the inconvenience and money it cost and friends us by having to find a place to stay with no food or belongings with a family of six. I want to inform you that a copy of this is being sent to the corporate office in Phoenix, AZ, the Revdex.com, Attorney General’s Office of the State of South Dakota and anyone else I can think of to help speed this process. Also, don’t underestimate word of mouth by unhappy customers. Most people we have talked with about this have stated they will no longer be using Uhaul in the future. Also, we have been loyal Uhaul customers in the past, and it will be unlikely if we ever use these services again. Thank God we did not have to get a hotel, because I feel we would most likely not see that money either. Thanks for your time.

Review: I had issues from start to finish of my rental. I have emailed twice via their link to contact them on their website and have gotten no response.

When I rented the trailer, I was permitted to reserve a trailer online that they did not have to rent. Upon picking up the trailer that I could rent, I was not given my furniture pads, so I had to make a second trip. Upon trying to return the trailer, I took it to the site that they told me to and spent 45 minutes being told that they did not accept trailers. I then spent another half hour on the phone with customer services trying to resolve the issue. I was emailed a receipt that showed I was not charged and I thought this was in an effort to show customer care, but then three days later, charges for the full amount hit my card. I have emailed twice via the link from the U-Haul website, asking just for acknowledgement that I had a poor experience and giving them an opportunity to make it right and I have gotten no response at all.Desired Settlement: Partial refund for rental - based on the trouble caused by not having the one I rented available and then spending part of my Saturday dealing with their contractor and their issue about not taking trailers. The issue has been with U-Haul from the start, but they have taken no responsibility for their poor service at all. If no partial refund, just an acknowledgement that they dropped the ball - pretending like they care about customer service.

Business

Response:

August 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM for our U-Haul at 4th Ave. Center in [redacted], followed up on the information [redacted] provided. He informed our office he left a message for [redacted]l advising her of a refund for the $50 Reservation Guarantee Fee for the inconvenience she experienced. The refund was issued back to [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We rented a truck and accidentally left two antique bedposts in the back (it was dark and of course there was no lighting in the back). We returned the truck after hours at night, and called first thing in the morning to check to see if the staff had found the bedposts. They stated that they did and that we could come by and pick them up. Five minutes later, I received a call from the general manager stating that the bedposts were taken out to the dumpster and that someone had rummaged around and removed them. Apparently, in five minutes, someone had removed the posts on a snowy morning when their dumpster is out in the back parking lot of the store. Then, I showed up to discuss the issue (after not receiving a call back as requested) and the manager stated that the waste management company had come and removed the trash. After telling him that his story was fishy and did not add up, I told him that I didn't believe him and asked him if company protocol was violated by immediately "throwing away" expensive equipment. He said yes they violated their own rules...deal with them at your own risk.Desired Settlement: I know you know who has the bedposts, so give them back.

Business

Response:

December 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. [redacted] and Mr. [redacted], whose name is on the actual contract.

[redacted], our Executive Assistant for our Louisville, KY Regional Office, followed up on the information Mr. [redacted] provided. She advised our office the items left in the truck were metal bed rails and she was able to reach an amicable agreement. A refund for $100 was issued back to their [redacted] account to replace the rails. The refund should post on their 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: Plain and simplePlain and simple: U-haul’s online reservation guarantee states “When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-haul will compensate you $50.” We reserved a truck for a certain date and time and location (5/29/14, 8:00am, [redacted]) but Uhaul let us go on a wild goose chase that cost us [redacted]) but Uhaul let us go on a wild goose chase that cost us an additional 80 miles worth of wear and tear on our own vehicle to a location in [redacted] Uhaul would not honor the reservation guarantee.

On 4/24/14, my wife and I reserved a rental truck online for pickup at All Service Electric (a Uhaul rental location), [redacted], (closest to where we needed to pack the truck for a move) for pickup 5/29/14. My wife even chatted online with Uhaul’s customer service representative about a week before we were to pick-up the truck to confirm the reservation and she told the person that we absolutely could NOT pick-up the truck anywhere else because we needed to get an early start loading the truck. The representative stated that would not be an issue and the pickup location in [redacted] was confirmed.

However, on 5/28/14 we traveled from our home in [redacted], (over 5 hours) where we were to move our daughter the next day. Along the way, we tried to contact All Service Electric to confirm they had our truck ready and left a message at least once but no one answered and no one returned our call. When we arrived in [redacted], we went directly to All Service Electric arriving about 3:00pm but the place was locked up and looked like it was closed for the day. We tried to call them but no one answered. In fact, 2 other customers came by while we were there and each said the person who works there knew they were going to be there to pick up their rentals that afternoon. After calling U-haul’s customer service line several times because each time we were put on an indefinite hold, we decided to drive to our motel and check in. While I drove, my wife remained on hold until she finally got to speak to someone. However, this person could not help us and then she was forwarded to 3 other service representatives before someone could explain what happened and each time my wife would have to explain the situation to the U-haul personnel. The last person finally told her that the pick-up location had been changed to [redacted] in [redacted], with a pick-up time of Noon on the 29th. Well we had just passed Roanoke, 40 miles to the North, on our way to [redacted]. During this time we were getting more and more frustrated and then the representative flat out lied to my wife when she asked about U-haul’s reservation guarantee and said someone tried to contact us earlier in the week to let us know of the change in reservation. First, if they tried to contact us, they should have left a voice message and, secondly, there should be a record on our caller ID but there is not one – so we assume your personnel lied to us. After trying to see if there was any way for the truck to be moved to the [redacted] location as originally agreed upon and being told this could not be done, my wife got the information for the rental location in [redacted] ([redacted]). She proceeded to contact them since it was now 4:45pm and we were on our way to a restaurant for dinner. Even though [redacted] in [redacted] was closing in 15 minutes, the owner/operator was willing to search around and see if there was a way to get a truck to [redacted] for us. When my wife called him back after a about a half hour of waiting and ordering our food, the owner/operator, [redacted], said he and his wife would stay open until we got there if we wanted to pick-up the truck now instead of the morning. So we got our dinner to go and ate while driving 45 minutes in rush hour traffic back to [redacted] and picked up the truck and drove it back to [redacted]. Not only was this extra gas that we spent for our vehicle but also we had that extra gas for the rental truck. [redacted] and his wife, [redacted], were very apologetic and helpful to us even though we were so upset at this point. They really went above and beyond in taking care of us as customers and trying to rectify the screw-up that U-haul online had left us with. They gave us extra mileage for our one way rental so we would not have to pay more for that and were just very accommodating and nice. We would do business with them in the future but we would never do business with this place in [redacted], nor would we use U-haul online.Desired Settlement: We should at the very least get a $ 50 credit to our credit card for the so called "reservation guarantee". We would also like them to stop advertising this ridiculous guarantee since they do not honor it. However, we should also get compensation for the 80 extra miles we drove out of our way to pick up this rental truck because Uhaul did not even have the courtesy to let us know about the pick up location change (80 miles times 56 cents per mile or $44.80). This was a very upsetting experience for my wife and I. An apology or some kind of acknowledgement from this awful company (U-haul) would also be somewhat helpful. So $ 50 at the very least is expected or $ 94.80 total compensation with guarantee and an apology is our desired outcome. The Revdex.com should lower U-haul's A+ rating because U-haul does not have A+ customer service or customer satisfaction.

Business

Response:

July 31, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided and sent him the following email in response:Dear [redacted], I would like to sincerely apologize for the hassle and inconveniences you experienced during your recent U-Haul rental.I understand that moving itself can be very stressful. In a effort to alleviate some of that stress, we have implemented a scheduling process to route trucks and trailers to areas that are in need of equipment. Scheduling and confirming the reservation the day prior to the move gives us an opportunity to get equipment where its needed for a future reservation. From time to time, there are situations that occur that are beyond anyone's control that may inhibit use from getting equipment to a particular location. Some of those situations may be a mechanical breakdown, accident, or even weather conditions the current renter may be facing. Because of those unforeseeale circumstances, we have information listed on our website explaining our reservation process and policies on scheduling. This information can be found at the link below:[redacted]

We strive to have trucks and trailers available to all our customers, however sometimes we are unable to fulfill every reservation made. When this happen, we do offer compensation when we are unable to uphold a reservation as agreed upon. Compensation is offered through our Reservation Guarantee program. After doing some research on your contract, and discussing your issues with the Traffic Manager, we will issue you a credit in the amout of $50.00. I will have to check in with the Area Field Manager to see why All Phase in [redacted] was not open on the day of your rental, but that might explain why our traffic department moved your reservation to the nearest location. So in addition, I will compensate you for your travel and credit you another $50.00 for travel time. I would also like to offer you a $50.00 VIP. This certificate is good at any of our 17,000 U-Haul locations and can be used towards future rentals, moving supplies, hitch sales or installation, storage rooms, propane and other general rental items. They are valid for two years from date issued, are transferable and can be given as gifts. You will be receiving them from my Corp office via email shortly. Again, I am sorry. Thank you for your patronage and we hope to do business with you again in the future.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On July 23, 2013 the U-Haul truck I rented broke down.

At 6:50 pm I contacted the location where I rented the truck from and they told me to call the roadside assistance number.

I immediately called the roadside assistance number and spoke with [redacted] and gave her the information she asked for. [redacted] said they would be sending someone out to look at the truck to see if they could get it started.

At 7:12 I received a text message that said [redacted] is on the way with an ETA of 90 minutes. Please let us know if we can be of further assistance. I also received a phone number ###-###-#### and Reference # [redacted]

I called and told them I could not wait that long. Representative then informed me that the person they selected actually called in and was not on their way. She said she would contact someone else. She said she would call back. Never received a call back.

At 8:36 a text message was sent saying someone would arrive 30 to 45 minutes.

At 9:46 is when help arrived.

The men worked on the truck and told me that the truck needed gas and they do not supply gas. (When I left the U-haul rental location there was a half tank a gas and I only drove 14.85 miles)

I called the roadside assistance again and explained what was going on and was told that I would have to purchase the gas and if the gas did not fix the problem then I would be reimbursed just keep the receipts.

I purchased gas canister and made 2 trips to a gas station 1 block away to get gas.

The men said the fuel pump was broken.

At 10:57 pm I called roadside assistance again and told them what the men who came to fix the truck said. She asked me what I still needed to do with the truck and we discussed several options and decided to have the U-Haul towed and I would get a new one in the morning. She said she was sending a tow truck and she would call me back. She never called back.

At 11:27pm I called roadside assistance back again the lady ([redacted]) I spoke with said she would have to start over because she did not see anything in the notes. [redacted] assured me that she was going to send a tow truck and she would call back shortly. [redacted] called back at 11:57pm and asked me the same questions that the lady asked me when I called at 10:57pm. We discussed the same options. She said she would call me back with ETA of tow. At least 30 minutes had gone by and I had not received a call back. I called roadside assistance again and the lady I spoke with said [redacted] was still trying to locate a tow truck. Less than 5 minutes later [redacted] called me back and asked if we could resolve this in the morning. I told her I would need to buy a lock for the U-Haul and she assured me I would be reimbursed for the lock. So around 1:30 am I found a way to a Wal-Mart to buy a lock. I did not get home until a little after 3:00am

July 24,2013 around 7:15 am I received a call from U-Haul trying to resolve the issue. They got me in contact with a towing service. I informed them because of the hour that I returned home I would call the towing service back when I had enough sleep because I would have to be with the truck when the towing service got there to tow the truck. The truck was finally delivered at 3:30pm.

I called roadside assistance, to see how they were going to get me a new truck so I could finish what I was supposed to do yesterday. [redacted] said I would need to contact the location where I rented the truck from. I called the location spoke to [redacted] and explained to him what was going on he did not fully listen and transferred me back to roadside assistance in the middle of me speaking. At 3:57 the lady at roadside assistance told me just to call back when the broken down truck was unloaded.

July 25, 2013

9:15 am I called roadside assistance explained everything from 2 days ago. They called me back and had arranged for me to pick up a new U-Haul at another location. [redacted].

I went to that location and the guy there asked for my drivers license and credit card information I did not mind but I did not understand why since on the phone they told me I would do an exchange. He said U-Haul did not contact him and he wanted to know who would pay for it. I contacted U-Haul again at 10:04 am told them what the guy was saying and they spoke to the man on my cell phone and he told them to send me to the Main St. location (where I rented the truck that broke down) he said he would call me back. I sat out in my car and waited. Trent called me back at 10:14 am and saids someone is calling the guy to basically tell him he has to give me a truck. I was given another number and told to speak to [redacted] directly if I encountered anymore problems. I got the replacement truck. I was told that they would be sending someone to pick up broken down truck and that they didn't need any information from me.

On July 26 I called U-Haul again to be clear on the procedure for receiving my refund. They told me to just turn in my receipts to the location where I dropped off the truck. I returned the replacement truck and turned in my receipts. The lady assured me that she would take care of them and asked me if I wanted copies. I called back to see when I should expect a refund or some notification and she said I would not get a refund until the broken down truck was returned. I told her that someone told me they were sending someone to get it but no one come yesterday. She told me she was going to send someone and I should receive a refund and/or notification about 3-5 days.

By August 7th I had not received my refund or heard from U-Haul so I the [redacted] location where I dropped of my receipts call them and was told that she would have to re-open the file and I should hear something back with 24-48 hours.

I had not heard anything or received a refund by August 15th so I called customer service back again. I was told that someone contacted me by phone and needed to get receipts before issuing refund. She said she was putting in notes and transferred me to regional office. I spoke to a lady and she said she didn't see any information entered and she got my correct phone number and told me I would be contacted within 24-48 hours.

I have always used U-Haul for my moving needs and never expected to be treated this way. When my father was re-stationed to other army bases the family used U-Haul. I am tired of having to call back make sure U-Haul is doing what they promised me. On some of the many phone calls that I had to place to U-Haul some customers service reps were rude and insensitive to me as a customer. I am very disappointed in this U-Haul experience and do not plan to use U-Haul again. I will not recommend U-Haul to anyone. It saddens me that I even have to write this complaint. I did not even receive a discounted rate or anything to compensate for my HUGE inconvenience.Desired Settlement: The reimbursement of lock, gas can, and gas that I am entitled. If U-Haul thinks of me as a valued customer than should show it in some way and not just an apology.

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name actually appears on the rental agreement.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office, after several attempts she was able to reach Mr. [redacted] by phone. He will be calling Ms. [redacted] back with the cost of gas and the gas can for reimbursement.

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 uhaul truck for 5/12 and kept it for 1 day. I gave exact address of where I was going and the person working calculated the miles and gave me a price. I paid 211 dollars for the van. I returned the van with gas in it. I was accused of oweing 85.00 for filling up a half a tank of gas and almost 100 dollars for extra millage. I had absolutly NO idea of this bill until I was contacted by a collections agency. I was NEVER sent a bill in the mail and I was sent to collections within 2 months of the rental. I called and was told they had sent one email to my email address which I never received. I believe it was not right to be sent to collections without even one bill being sent to my home, and not one phone call made to me. Uhaul has now put a damage in my credit and I want to know how they will compensate me for that. I was told I had a fee of 211.00 dollars when their company calculated the milage when I picked up the van, and it does not take 85.00 dollars to fill up half a tank of gas.Desired Settlement: I would like this bill to be exhausted. I paid upfront and was never told I would have to pay extra, it does not cost 85.00 dollars for gas, and by sending me to collections they effected my credit so I believe because of that I shouldn't have to pay them anything.

Business

Response:

July 30, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our [redacted], followed up on the information [redacted] provided and sent her the following email in response:[redacted], I tried to call you but got no answer earlier today. I went ahead and out of good faith refunded back the $30 fueling fee. I do see that your final bill was $382.76. We collected $211.42 from you that day on the credit card. The balance of $171.34 was left over. I took off the fueling fee of $30. You now still owe $141.34. That is from using the equipint with mileage and CDW and rental fees. It is explained on your return contract. If we can be of any further help to answering questions please feel free to call us.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 October 29th I rented 5 'U boxes' from Uhaul. Their website advertises that you pay $99 per box for 1 month and you only pay for what you use. Then when you check out, you have to pay a $268 delivery fee and that is supposed to be it. I called several local uhauls and the main [redacted] number and no one in customer service seems to know much about this service and never stated there would be any additional charges if I booked online. After making the purchase I received a call from a Uhaul branch to tell me there would be another deliver charge involved to move them from my property to the new location. That was never stated anywhere online so I had no choice but to agree. I only had them for 2 weeks and only used 2 of them. When the woman who came to move my uboxes to our new location (7 minutes away), arrived on 11/15, she said she needed my CC info before moving my UBoxes. I made it very clear that I was not authorizing any charges until someone called me and she told me they would. She also reassured me that you only pay for what is used and that I should receive a credit for the 3 unopened boxes. However, on 11/17, I received notice from my bank that a $302.81 transaction from Uhaul was pending. When I called to speak with the manager, [redacted], at that branch , he argued with me about receiving credit for the 3 unused boxes. He said they sat on my property for 2 weeks and I never called to have them picked up therefore they were used. He said I should have called him immediately if I wasn't going to use them and I would have received a credit. How am I supposed to know how many I would use until I finished packing? That doesn't make any sense. I asked him to send me a copy of the contract where it states that and he refused then hung up on me. UHaul.com not only uses false advertising but they lie about all of the additional fees that you will incur. I have now paid $1140.37 for 2 'U Boxes that were used for 2 weeks. I have been lied to and taken advantage of.

Product_Or_Service: U-Haul U-BoxesDesired Settlement: Refund

I want to be refunded for the hidden charge of $300 that U-Haul does not tell you about to have your boxes moved and I also want a refund for the 3 'U-Boxes that were not used as it states on their website.

Business

Response:

November 25, 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 North Indiana and South Cook County Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. A refund was previously issued by our U-Haul Center for the three U-Boxes on November 17th in the amount of $320.84 back to Ms. [redacted]’s [redacted] account. Ms. [redacted] issued a supplemental refund for $151, which is half of the delivery amount, back to the same [redacted] account. Both refunds should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

This company is a joke, I reserved a truck with them for a specific location and time my reservation was moved 4 times in 3 days without the company notified me and without my consent. I called customer service to complaint about the issue but, they acted like it was my fault. I will never use this company again.

Review: Made reservations on October 1, 2014 to pick up a 17' Uhaul Moving Truck and Auto Transport in Leesville, LA...On October 2 they called to confirm reservation and location of pickup of equipment, however the only place they had the equipment was in Texas, I informed them that I would not be driving to Texas to get the equipment due to the fact that it was out of my way and I had put in for a reservation for Leesville, LA. The representative informed me that the next available pickup for my truck and auto transport would be on the following Monday, October 6, 2014 at 8 am. They called on October 5, 2014 to confirm reservation and location, which was for the truck to be picked up in Deridder, LA and the Auto Transport to be picked up in Leesville, LA, which was not a problem. On October 6, 2014 at 8 am, I am sitting in Deridder, LA when the doors opened to get my Truck, picked up the Truck and still had to go and pick up the Auto Transport in Leesville, LA. When I got to Leesville, LA to pick up the auto transport it was not at the location that it was supposed to be, so I had to go on and start loading the truck up in order to get it returned in time to Slidell, LA. At around 5 pm on October 6, 2014 I get a call from Headsouth Uhaul in Leesville, LA saying that my auto transport is ready for pickup, I informed the gentlemen that I had already left with the Uhaul truck and was headed to south LA since the auto transport was not available at the time that it was supposed to be at 9 am on October 6. He advised me to contact the [redacted] number and file a complaint to get the issue resolved. I then contacted the [redacted] number and informed them of the situation, they filed a complaint and notated for a supervisor to call me in regards to the issue at hand. The following day a supervisor contacted me and I explained to her what had happened with the auto transport and that there "mix-up" had cost me $1,000 dollars extra in me having to leave my car and pay an extra months rent for my previous residence and for storage of my car in the agreement that I would return and get my car off of their property. My car had now been on their property for over a month and is being held as collateral until I pay them the storage for my car being on their property. The supervisor issued a $100.00 certificate and told me that would cover my expenses for getting a pickup truck from their facility and a auto transport to go pick up my vehicle and bring it from Leesville, LA to Slidell, LA. This is after the fact that they already owed me two $50.00 reservation guarantees that were broken. Now I am trying to use the certificate to get their pickup truck and auto transport to go get my vehicle and have been getting nothing but the run around in trying to get the equipment. I have contacted the [redacted] number personally and was told that I needed to speak to the General Manager of the Slidell, LA location to get the issue resolved and use my certificate to pay for the expenses in getting the proper equipment. I then went into the store on [redacted] in Slidell,LA and spoke with the General Manager, [redacted]. He informed me that the certificate I was issued was not enough to cover the expenses for me to go and get my vehicle in Leesville, LA and are basically saying that my $100.00 certificate is not good.Desired Settlement: They provide me with a paid round trip to go and get my vehicle from Leesville, LA.

Business

Response:

November 12, 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 Northern Louisiana Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] at length advising her she was issuing her a $100 VIP Certificate to cover the rental of a U-Haul truck and Auto Transport to retrieve her vehicle. Ms. [redacted] said she has not received a call from Ms. [redacted] to make these arrangements but can still be contacted at ###-###-#### or direct at ###-###-####.

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 5/23/2013 at 11:36 a.m. I went to Murfreesboro Tn U-haul to rent an appliance dolly. I was told if I returned it by 5/24/2013 at 11:36 a.m I would be charged $11.28. I retuned the dolly on 5/24/2013 at 10:08 a.m. An hour and half earlier than my required return Time. U-haul called me on 5/25/2013 and asked if I still had the dolly. Apparently they had not logged the dolly being returned. I told them that I had returned it the previous day and they apologized and said they would take care of it. A few days later I was charged for renting the dolly for two days. I called them and they told me that they had logged that I did not return the dolly until 5/26/2013. I explained to them I had returned it on time and that I had received a call from them because they had failed to log the equipment in their system as being returned when I had returned it. They again apologized and said they would refund my money. I sent a complaint to their customer service department about my issue and never got a response. They still have not refunded my money that they over charged me and have not responded to my complaint.Desired Settlement: Refund the money that they over charged me so I will never have to deal with this company again!

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Nashville, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and offered her apology for any misunderstanding on his rental. She also explained that a credit for $11.38 would be issued back to his credit card 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,

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,

I would like to thank the Revdex.com for assisting me in this matter. After the company received notice from the Revdex.com that the complaint had been filed the company acted quickly in fixing their mistake. I know they would have ignored my complaint if the Revdex.com had not assisted me.

Review: The U-Haul storage customer has been a preferred customer since his initiation of services in October 2013. During the warm months he stores his street attire in his closet locker and walk three blocks to his gym. After showering at the gym he wil sometime change inside the locker into a fresh shirt or shoes, etc. On the morning of August 16, 2014 [redacted], the Chelsea site General Manager violentlyy snatchedd the locker door opened. Being appalled, this customer asked him if he had lost his mindd and told him that he resented the abusive behaavior. His reply is that you are not supposed to be doing what you are doing inside that closet. The customer inquireed as to wht he was doing that was improper and what business did he have openingg a rented closed locker? Mr. [redacted] stated that the lockers were for storage. The customer stated that everything in the closet was items in storage. It is worth noting that the customer sennt the headquarters and [redacted] in an email in May detailing his gym use and his desire to use an off hour vehichle space for meditation in the late nights and early mornings. The letter was unanswered by both locations . Only minutes after the exchange Mr. [redacted] issued a Notice of Eviction which did not seek Due Process input in the form of fair notice and the opportunnity to be heard. As far as it is known Mr. [redacted] was he sole decision maker. The Notice of Eviction did not identify a clause in the agreement or in any terms and conditions which the customer allegedly violated. The date that all of the stored belongings were supposed to be removed was Setember 15, 2014. with no paymet specified Despite that date being a fulll week short of the agreement due date. Mr. [redacted] has seized and lockedup the customers belongings withhout ever sending a pro rated bill for the actual days covered. When the customer confronted Mr. [redacted] and Ms. Michelle Alvarado of U-Haul Public Relations about being locked out of his closet and payment being demanded for a full month and a $15 late fee tacked on to the excessive demand, he has not received a reply and his belongings continue to be held hostage in this sleazy shakedown effort.Desired Settlement: The customer demands access to his belongings and that any additional payments be negated for U-Haul initial and subsequentt breaches of the agreement. He is also in needd of a new get well date since he could not move anything out of the locker because of the attempted shakedown.

Business

Response:

September 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ian [redacted], our GM of our U-Haul Moving and Storage of Chelsea, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and issued him a VIP Certificate for $74.95 to cover his current month of storage and waived the late fee. Mr. [redacted] agreed to either move out of his storage unit at the end of his current month or stay and abide by the storage contract.

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 April 2014, either April 19 or April 12 (U-Haul security should have the records), my wife, [redacted] was unlawfully detained inside the U-Haul storage facilities when the manager on duty locked the facilities without any warning or notification. I worked with the U-Haul security to try to get her released. Our security code would not work because of the gate security being shut off when locked up. Security gave us every possible security code to override to no avail. Attempts were made to contact the regional manager and the CEO of U-haul to obtain override codes which failed. The [redacted] police were contacted too. After more than 2 hours, the manager on duty and the police arrived to let her out. The response from corporate was NIL. The response from the local manager ([redacted]) was: "What do you want me to do?" This took me aback, but I took it then as maybe 'what would be the best way to approach this?'. I was more interested in preventing this from happening again and making sure the one who locked my wife in would be appropriately disciplined and properly retrained. This was the impression I had that this would be done.However, I find that I may have made an extremely erroneous decision. On July 5, I paid my storage bill to cover through August 4. On July 12, 2014, my wife entered the unit without any problems. On July 19, 2014, my wife tried to enter the unit, but was unable to do so. Come to find out, the storage security did not have us in the system anymore. Sometime between July 12 and July 19, someone (U-Haul employee) had added another unit under my account with a different name, locked my security code out by removing it, and completely removed my internal account, which I used to be able to access through the web, and completely wiped out my payment history.All this was done without my knowledge or authorization. The only response was a free months rent (until Sept 4)and empty apologies. Now I find we are only covered until Aug 18 per the online acct access.Desired Settlement: Full restoration of my account and payment history. Identification of individual who authorized these actions for possible criminal investigation (several [redacted] penal code violations occurred including the lock-out violation in the [redacted] rental property codes) and discipline and retraining, Corporate investigation into this facilities to correct the causes of these incidences, and a corporate guarantee that these incidences have been corrected a

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he has attempted to reach Mr. [redacted] but has been unsuccessful. He relayed he is sincerely sorry about the incident they incurred. He mentioned there are 3 emergency doors at the U-Haul storage facility that are not locked and our Traffic Manager lives on sight. He also explained a CSR at our U-Haul Moving and Storage at [redacted] marked Mr. and Mrs. [redacted]’s unit as empty in error and did a move out on their unit. They were moved back into the unit and given a month of free storage for their inconvenience. Mr. [redacted] stated the wrong unit was marked empty, which caused the confusion.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: My husband ([redacted]) and I purchased a 26foot Uhaul truck and trailer from the [redacted]s location. After packing up our entire home into the truck, it started raining and we noticed there were 4 different leaks in the ceiling of the truck dripping down onto all of our items. Potentially ruining our electronics and more.

I understand things like this can happen, so I called the office where we picked up the truck and asked for some resolution and they told me they couldn't do anything and transferred me to the 1-800 costumer service number. I spoke to a representative who told me they couldn't do anything for me either and transferred me to yet another number. This time is was the regional portland office where I spoke to a women named, "[redacted]". I asked for a last name but she refused. [redacted] was the rudest, most disgusting customer service person I have ever talked to in my life. Argued with me about everything. Said she couldn't do anything for me. She couldn't give me a new truck, she couldn't have someone fix the leak, she couldn't even give me a credit. And when I asked for a manager, she said I'm "out of luck" and hung up on me!!! I called back the customer service line to complain about her and after me crying to the person on what happened, he hung up on me too!!! I am absolutely disgusted with Uhaul in a whole. We spent over $1700 and got absolutely no resolution. We had to spend even more money to cover our items from being ruined from the leaks on the 2600 mile drive to [redacted]

I want to speak to someone with power in Uhaul to resolve this issue ASAP.Desired Settlement: I want to speak to someone with authority at Uhaul to give me a formal apology for being treated so poorly. I would also like a refund because of the hassle we had to cover up the leaks and money we spent on tarps to keep our things safe from the water.

Business

Response:

October 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager of our [redacted] regional office, followed up on the information Mrs. [redacted]provided. He informed our office he spoke to Mr. [redacted]and discussed his concerns. A refund for $200 was issued as an adjustment on their rental back to their [redacted] account and should post on their 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: Here’s what I saw in the beginning of my move. I wanted to get all my apartment belongings from Philadelphia PA to Cambridge MA, store it for a few months, and move it into my new apartment in September. A u-haul box pod looked like the best way to go. So, I went through the online form ensuring that it would be delivered to my apartment, paying for a mover through U-Haul to move everything into it, and paying for it to be shipped to Cambridge, and stored there. I figured I’d arrange the delivery to my next apartment when I actually knew where that was going to be. Simple, right?

First, my movers cancelled. But they told me over the phone that they couldn’t cancel it officially, I had to, and told me to go online and cancel it and find a new mover. Okay?? So, I went online to try and figure that out. Now, I had paid U-Haul for the movers. So I figured, I had a quote for a move and I’d paid for it, the fact that it was now much closer to my move and so movers would be super expensive shouldn’t affect me ‘cause I still had my quote and they’d fulfill it. So, I talk to U-Haul. They tell me they arrange it through Moving-Help, call them. So I call Moving-Help - or I should say, I ‘IM chat’ them because their phones are down. They tell me they can’t help me because they just organize the movers. So I go back to U-Haul.

Believe it or not, it takes five hours on the phone, getting transferred around, cut off, and passed back and forth onto Moving Help .com for me to finally give up. Someone on one of these “IM chats’ actually hung up on me. Let’s hope that was a failed internet connection. Okay, apparently I’m paying twice as much for my movers now. Lovely.

My new mover needs to change both the date and the time of my move. Excellent.

That new date and time arrives and I arrive at my old apartment to discover that the U-Haul u-box is not there. It was never delivered, even though I told them about the changed move date. So now I have a moving company I paid for and nothing for them to move anything into.

So I spent a panicked half hour on the phone getting a truck Immediately. Through U-Haul it turns out, so yay for them getting paid for that. And its way bigger than I need, but its the only immediately available thing in town so I pay for it. The movers are amazing and go pick up the truck. Well, then they call me saying I cannot pay for the truck over the phone or online, I’d have to be at location for that. So I’d have to go get the truck and waste another hour. Instead, the movers are amazing once again and trust me and pay for it themselves and I pay them back. We load all my stuff into the truck, and we go to get my u-box. So at least the move is happening.

Now we get to the u-haul u-box location in Philadelphia. We spend a half an hour with the employees kind of wandering between different customers never actually finishing any problem before they move on to a different one, until they finally wave us toward a couple boxes and say to fill ‘whichever is empty’. Well. That’s a good start.

We fill the empty one. The U-Haul u-box location says we’re done, everything is fine. So, I pay the movers the overtime for the time it took to get the truck and drive to the U-Box and return it, and I start to head home after a rather overly panic-filled time of it. Except an hour away I realize that I have absolutely no paperwork for that U-box filled with my belongings, and I don’t trust that U-Haul location as far as I can throw them. So I drive back and take a picture of the U-Box number and trailer number and everything else. Why I paid for a trailer from U-Haul in this whole business I don’t even know.

So, now I have a loaded U-Box, a guarantee that it’ll be delivered to Cambridge, and a bill for a thousand dollars. Everything fine again, right? Well, I decide I don’t trust U-Haul, and I call the place in Cambridge after its supposed to be delivered to see if they have it. They don’t. I spend five hours on the phone and I find out it is in Waimouth MA, wherever the heck that is, and that all their paperwork says its supposed to be there. So no one will move it to Cambridge because there is no paperwork for it to be in cambridge. Except um, mine? So I take a picture of my contract and email that to them and three days later and god knows how many hours on the phone now, I have a guarantee that it’ll be brought to Boston.

Boston. Not Cambridge. Apparently they can’t do Cambridge, even though that’s on my contract and that’s what I paid for. So, I will arrange my mover to go to Boston, which’ll cost more, and unload everything from the U-Box into a bigger truck so it’s one trip, which will cost more, and drive back, which will cost more, to get my belongings into my new apartment.

Fine again, right? Well, no. I don’t trust U-Haul AGAIN, ‘cause at this point I’ve never been wrong not to, so I call the Boston U-Haul storage facility that is guaranteed to have it. Do they? Well, after three hours on the phone, I’ve yet to be able to speak to anyone there. I am directed to a completely different office who says they will call me back right away and they don’t. So I travel to the Boston Storage Facility myself.

The U-Box manager has gone home. It’s 2:00 PM on a Monday, but okay, she’s not there. My name is not in the system. There are no expected deliveries for me. They know nothing of my U-Box. But hey, I have the number of it, because I did that myself, and I give them the U-Box number. Oh! Yay! They have it. But no information on it. So, there is a U-Box in this warehouse that is mine, but they have no idea where it is, only that it has been delivered, and absolutely no information on making it available to me to unload on the day I’d originally arranged. Thank GOD I drove that hour to have a picture of its number or lord knows when I would next have seen my belongings. If ever, honestly. A U-Box in a warehouse of U-Boxes with no paperwork?

So, this morning I'm preparing to spend even more time on this move. As it is, I still have absolutely no faith that I won’t be paying for a mover to unload a U-Box they cannot find. Either way, I have spent over twenty hours dealing specifically with U-Haul. I’ve been hung up on, cut off, transferred to dead phone lines, paid for extra services all over the place, and as far as I’ve seen, I am the only driving force behind actually making my contract be fulfilled to have my belongings ever in my possession again.Desired Settlement: At this point, I'm so exhausted all I want are my belongings in my apartment. I'd have spent three times as much money on this move to avoid this. If nothing else, don't charge me for this move. And make sure this never happens to anyone else.

Business

Response:

August 29, 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 Rhode Island Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Ms [redacted] Your concern has been reviewed by a team of UHaul managers. It has been decided the best resolution to issue is to credit you the $945.00 for shipping. You should see that on your cc statement within 3-5 days. Sincerely [redacted] EA UHaul of RI [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 picked up a Uhaul truck on Atlantic Blvd, Neptune Beach, FL and was specifically instructed, upon returning the truck in Michigan to fill the gas tank according to the diagram as part of the uhaul paperwork/contract. I filled the recommended gallons on the diagram and it OVER FILLED the tank by 8-9 gallons at nearly $4.00 per gallon of gas, approximately $32.00 I calculate. I believe this diagram is inaccurate and is a scam to get thousands of extra gallons in their trucks each day with all of the returns.

They have a disclaimer that they are not responsible for over fills... this makes sense and is honorable if it is MY OVER FILL, but this was UHAUL's OVER FILL. I followed their instruction and they are responsible for this OVER FILL and should refund my money AND review their gas gauge diagram they give to consumers!

I have the receipt for the gas and the diagrams. Aslo, the woman at the Michigan Uhaul marked the gas gauge 1/8 less than what was actually in the tank upon return.

I returned it with 3/4 of a tank and the diagram showed the gas I put in should only have raised it to slightly over 1/2 a tank.Desired Settlement: Refund, and review of their current instructions given to TRUSTING consumers to fill according to the gas gauge diagram.

Business

Response:

May 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western MI, followed up on the information Ms. [redacted]provided. He informed our office he spoke to Ms. [redacted]and addressed her concerns as well as offered his apology for the inconvenience she experienced. In the interest of customer good faith, he issued Ms. [redacted]a refund for $32.00.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We rented an open trailer as part as my last military permanent change of station move. I **s retiring active duty service in the Army and **s moving from [redacted] to [redacted] state. The rental was picked up at a center in [redacted], and my wife's [redacted] pulled the trailer to [redacted], our final destination. When I hooked up the trailer I thought the hitch connection **s a bit loose, but it seemed to stay on the ball. I took it home and we proceeded with our move. After unloading in [redacted], I was planning on turning in the trailer at the local Uhaul dealer in [redacted]. As we were on our way to turn it in, I was driving at about 10 mph as we were approaching our gate, the trailer comes completely unhitched from the ball, the trailer hitch raises up and slams into the back of our [redacted] (above the bumper and on the actual hatchback door between the tail lights.) I **s shocked. A friend of mine (was in another vehicle and saw it happen) came to help me try to get the hitch back on the vehicle....was strange because the trailer had not been unhitched since renting it. The Uhaul trailer hitch **s completely broken on the inside and could not tighten up at all to the vehicle ball. We physically pull the trailer off the vehicle and out of the middle of the road, and try to call to local dealer but by the time we deal with everything they were closed. The following Monday we call and are for**rded to a regional manager in [redacted] that deals with repair issues. After being insulted that I didn't know how to hook up a trailer (I own a livestock trailer, and was pulling that with my truck, have had livestock all my life I know how to hook up a trailer) I had to argue with him to come and get the rented Uhaul. He kept arguing back that we needed to pull it down to [redacted]. He didn't understand that the trailer wrecked our vehicle and the trailer would not hook onto the hitch - it was undriveable. The entire time he was incredibly rude and condescending. I finally had to tell him to send someone out to pick up the trailer and after his hesitation a few days later a person did come out. Someone from his office drove out to pick up the trailer. Upon his arrival, he verified that indeed the hitch **s completely broken and **s undriveable. He had to replace the hitch before he could tow it back to [redacted]. In the meantime, although the damage to the [redacted] didn't seem horrible at first glance (some body work to be done that **s it) somehow the impact of the Uhaul hitch disabled the rear lights and the gear and ignition mechanisms in the car. At first the gear shift would not get out of park and you could not get the key out of the ignition....it **s locked in. Because we had to get it out of the road I **s finally able to get the gear shifter in drive, then back into the other gears but the vehicle still would not release the key from the ignition. You basically could not turn the car off. We ended up starting a claim with [redacted] the Uhaul insurance company, but there was a lack of communication there too. The claim number from [redacted] was [redacted] ([redacted].) We finally got frustrated and initiated a claim with our own insurance and never heard from [redacted] or Uhaul again. Once the [redacted] was at the body shop [redacted], [redacted], **) there was $2187.41 of damage to our vehicle. We were out our $500 deductible. When trying to discuss the repairs with anyone from Uhaul it was always put back in our lap that it really wasnt their fault and eventually no one would get back with us at all. We were totally blown off. The bottom line is we rented a trailer that was broken....it damaged our vehicle. They need to pay for it. We are incredibly lucky the trailer did not come unhitched on the interstate or busy road and caused a horrible wreck. Very, very lucky that did not happen.Desired Settlement: Uhaul rented us a defective/broken product which cost us a LOT of time, money, and stress. Don't forget all this was in the middle of a big move - my retirement move of all moves! We were treated horribly, talked down to, and blown off. In my entire military career, and even before then, we've used Uhaul as part of our move. I have given my business to them time and time again. Not anymore. I want a refund of my $500 deductible I had to pay [redacted] to get our vehicle repaired which they should have taken care of right away. I also want another $500 for all the extra time I had to deal with multiple phone calls, dealing with multiple people explaining things over and over again, having to have my vehicle towed all the way to [redacted] to get repaired, and having to argue with people to even come get their broken trailer. I also want a refund for the amount it cost me to rent the trailer which was $205.

Business

Response:

September 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office the situation was carefully reviewed again. She made attempts to reach [redacted] but found the primary number listed no longer in service and the secondary number went straight to voicemail. She left a message explaining, per their investigation, they found the accident was customer caused and no refund is warranted. She also included her telephone number if [redacted] wished to speak to her.

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 called the UHaul office on Monday, September 8th and left a message with the office (receptionist) for [redacted]. The receptionist indicated [redacted] was briefly out of the office but would be back in that day. I left my wife's cell phone [redacted] and asked for her to please call back. Per her and [redacted] written response, I wanted to discuss and ask how on earth it would have been our fault to break a hitch. I have received no call back as of Saturday, September 13th.

Regards,

Business

Response:

September 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office, reviewed the recent comments from [redacted]. She informed our office she left a message on their voice mail explaining the trailer had a slightly twisted coupler, which would be caused by jack knifing the unit. This falls under a customer caused issue. [redacted] mentioned she has made two attempts to reach [redacted] but had to leave the message instead.

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: the company has not been billing correctly. they claim they want $ x-amount of dollars in their bill, but then bill for more about 1 week later. this is the case even though I have tried to just pay what they want and ask they bill for all dues within the month. they are under-billing and not clear on the dues, as this is a timely matter with this much error, the fees keep going up. whether or not the fees are justified, which are in this case not justified. they bill late. they are abusing 'late fees'. we have paid an very large amount of late fees, that in retrospect, do not seem at all correct. the staff does not seem up to date with their billing system. they are billing late or quoting incorrect balances. I got a reply or zero balances, and then another answer by another party. This is after too many late fees. This is abusive.Desired Settlement: repay back all late fees paid to date. billing should be on a monthly basis and billed accurately as requested.

Business

Response:

November 3, 2014

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello, This is [redacted] General Manager of [redacted] U-Haul. Please give me a call to resolve any issue you still have. I'm going to waive the late fee's that are on your account but will not be able to do this again in the future. Office [redacted] Cell [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

My previous request was for a refund of all late/penalty fees paid. Amount should be about $300 or more. Issues are late or inaccurate billings and abusive billing policies and fees. Refund all late/penalty fees paid.

Business

Response:

December 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] recent comments to our office.

[redacted], our Storage Manager for our Manhattan Bronx Regional Office, reviewed Ms. [redacted] recent comments and informed our office another email was sent to Ms. [redacted] requesting she call back at ###-###-#### to discuss the offer of free online U-Haul account management. Ms. [redacted] mentioned that because Ms. [redacted] has a PO Box for a mailing address, it’s possible she is receiving her mail late. She is currently awaiting a return call if not already.

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

Sincerely,

Executive Assistant

U-Haul International

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Description: Convenience Stores

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

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