J.R.J. Tara Corporation Reviews (1976)
J.R.J. Tara Corporation Rating
Description: Convenience Stores
Address: 1300 Gulf Shores Pkwy, Gulf Shores, Alabama, United States, 36542-5906
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Review: I have already set a complaint about this company, and my experience with them, but I had left a few things out, and felt that it was the need to get this complained about again. I had resereved two uboxes online two weeks prior to be picked up in [redacted] at [redacted]. The day that I was going to go and get them I called [redacted] the morning of, and they told me the reservation said only one ubox, when I had an email right in front of me saying two. He told me I needed to call uhaul and see to get another tracked down for me. He said he was going to call around as well. I called uhaul and after getting send to a few different people they told me they were putting in an order for a second one and that it will be there. In the meantime I got a call back from [redacted], and got told the other one was on the way and it will be there by 11AM. I was ok with that because we were going to go and pick them up at 3PM. I showed up at three and guess what only one UBOX was there. It took me standing in the doorway for them to light a fire and figure out where the other box was. I stood there for two hours while they tried and tracked one down, and then I was PROMISED right to my face that this UBOX would be a home delivery at no charge for such an inconvenience. We got home and I called uhaul about this because I was so upset that they couldnt get anything orgainzed in two weeks, and that I couldnt even get a courtesy phone call about the other box not being there when it was supposed to be. I went through four people FOUR, to just end up right back where I started on the phone, and then was told that I had to wait and see what they could do for me. I then let things go for the evening, and when I got a phone call at 8AM being told that my second UBOX was at [redacted] and that I had to go pick it up. WHAT? I had to go and get their mistake after being promised I would get it delivered to my front door. I lived about a half an hour from [redacted] so now I had to do an hour drive for UHAUL's mistake. That isnt even the best part though I had to call my father who paid a 100 dollars for boating class, and he had to leave to help me go get this box, and then had to REPAY and RETAKE the class because he had to leave to go the box that wasnt delivered to my home as promised so now I have been lied to. I never got an Im sorry or anything and the only thing offered to me at that point after all this was that they were going to pay for one month storage on one box. So 64.95. I was mad and this didnt even cover now for me having to pay for my father to retake his boating class or the gas I have to pay going back and forth and back and forth and the minutes used on my phone to stay on the line getting transferred to five different people. I then wrote a letter to uhaul. We then loaded up the boxes the next day to find that only one of the boxes actually had the blankets in them, so we didnt get the full amount of blankets like it said on the website so I had to compensate, and take blankets and towels from my parents to cover this. I then got a response back being told that uhaul would pay for both boxes to be stored for one month. I thought ok, that is a little better and at least will cover the money already lost. I wanted to give uhaul a chance to redeem themselves. From there things only got worse. My boxes were stored in loves park for less than thirty days, and the day they got shipped out I got a whole another months charge for storing the boxes so pretty much 130 dollars. I was furious, I wrote email after email to the storage place in loves park, to Ivy and also to corporate. I got a response back from the storage is loves park and it was not a nice response they told me that the storage starts from the minute you pick up your boxes to the minute you return them empty. How is this possible? There is no where on the site that states this, and the only storage place charging me was the one. None was this made sense, and if that was case then [redacted] should of charged me right away for the boxes but they didnt because that wasnt how it was. I felt like they were still trying to get their money, and get me coming and going. I was very uspet and then filed this to the Revdex.com I lfet a few things out, and got the 130 refunded back but that money should of never been charged to me, and with everything that had happened and how I was treated as a customers I felt that uhaul did the bare minimum to get by, and they should of offered me a little more afte what I went through and had to put my parents through because of what they did. This whole ordeal was ridiculous, and I just feel like I desereve a little more compensation from it all. I have used uhaul for everything, and at this moment in time I will never use them again, and I have a job that requires a lot of moving and they have a lost a good customerDesired Settlement: shipment paid on one of the uboxes
Business
Response:
Thank you for forwarding Ms. [redacted] recent letter to our attention. Please refer to our previouse responses to you in your file# [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], again reviewed the information Ms. [redacted] provided. She reiterated that Ms. [redacted] was not charged for the first month rent in [redacted]. She was also refunded for the 2nd month. Ms. [redacted] relayed that the shipment fees were to cover the expense of shipping the boxes to their destination and is not and expense that can be refunded. The shipment of the boxes went without incident and on time. Ms. [redacted] added that every accommodation was made for Ms. [redacted] rental and no additional adjustments or refunds will be issued.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.they flat out told me they were sorry for the confusion and that the second month shouldnt of been charged because I nevere stores my boxes for longer than a month it was less than a month. I mainly would appreciate if they could at least reimburse the money that my father lost and had to pay for twice because of them that would be fair but I will continue to complain this was an unfair ordeal, and that second month should of never been chargedRegards,[redacted]
Business
Response:
Thank you again for forwarding Ms. [redacted] recent comments to our office.Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], acknowledged that Ms. [redacted] was charged in error for the 2nd month of storage due to a computer issue on our end and that it was refunded. U-Haul is a do-it-yourself moving company, therefore, we cannot be responsible for personal commitments such as her father’s boating class. I’m sure your office would agree that we have come to an impasse with Ms. [redacted] and she will remain upset with U-Haul regardless of any resolution we would deem as fair for both parties. As we value Ms. [redacted] as a customer, we sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer in an effort to help offset the inconvenience we caused.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.Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Review: Last year I put my items in storage. Being sick and in and out of the hospital with COPD, I fell behind on my storage payments. I tried to make payments but the money just went towards late fines. On February 26th, my storage unit was auctioned off. The problem is, I found out about it late it January because they sent the letter to my previous address, even though I did give them my updated contact information, including my email address. Then the man, [redacted], that I talked to told me that he could work with me on the amount that I owed. I was not able to talk to him too long on the phone. This was during a time that my COPD had flared up and it was very difficult to talk to him. I even told him that because I wasn't sure he could even understand me on the phone. I called back several times because I collected most of what he wanted and I wanted to see if he could still work with me on what I owed BUT he would NOT call me back. I continued to call and I even sent him an email but he still refused to call me back. He sent me an email saying that I would not contact him but that simply was NOT true. HE was the one who would NOT call ME. The last time I called was on February 19th at 2:56 PM. I still have it in my cell phone, that is how I can give you the exact day and time. Anyway, I was actually told by the representative that answered the phone that he was told NOT to transfer my calls because Mr. [redacted] is busy but I can leave a message, which I did and of course he never called back. My unit was auctioned off and I lost everything that I owned, including the items that my son's father gave me before he died. He was killed by a drunk driver when I was pregnant with our son. There were a few items in that storage unit that I saved because they were the last gifts from him before he was killed. Everything in there were boxes of personal items. There was no furniture, no appliances, not even any expensive jewelry. I never found out why [redacted] would not contact me.Desired Settlement: I would like to know why Mr. [redacted] refused to contact me so that we could work something out like he said he would. I want to know why he told the gentleman that answered my last call, to not transfer my calls to him. And I want to know why he is now saying that I would not contact him, when it is actually the other way around.
Business
Response:
Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office that after reviewing all the notes in Ms. [redacted]’ storage account, it was determined U-Haul was within its rights to follow through with auctioning off the room. Please be assured we do not take lightly having to auction a customer’s personal items, however, Mr. [redacted] relayed that there is not record of a contact update for Ms. [redacted] with our U-Haul location and all attempts to contact her went unanswered. He asked that we relay his apology for the inconvenience and unfortunate situation Ms. [redacted] experienced.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.What she said is simply NOT true. I can show on my phone where I called [redacted] and HE is the one who would not return my calls. I still have the email that I sent him since he wouldn't return my calls, I thought he would at least return my email but HE still would NOT respond. I would be happy to forward that email to anyone who would like to see it. But they are saying that I would not respond to them and again that is NOT true. They are saying that they did not have my updated information but that too is not true. Regards,[redacted]
Business
Response:
Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. He informed our office their decision in the matter remains the same. They have no record of any address or contact change.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I stand by the fact that I tried several times to contact UHaul and [redacted] and HE is the one who refused to contact me back. What about the last time that I contacted them in February? I submitted the date and time in my original complaint. The customer service worker who answered the phone told me that he was told not to transfer my calls. Why would he say that? I still have the email that I sent to [redacted], as well. If Uhaul wants to see the email then I would be happy to send it to them. If they do not have any contact information on me then how would they have been able to send me an email at all? Thank you for your time and consideration in helping me with this situation.Regards,[redacted]
Review: On 6/10/13 I called Uhaul to help me with my move. I needed 8 containers delivered to my house on 6/13/13 and picked up on 6/19/13. I was told that it would not be a problem, and that I would be getting a phone call in the next 24hrs to inquire of any additional supplies I may need. I never received a call. I called them the day of the delivery and was told that they didn't have enough time and personell to deliver my boxes before the next three weeks. They said they wrote my phone number down wrong and had no way of contacting me. I asked them why they didn't email me. No response. I negotiated with them and they ended up delivering my boxes on 6/15/13 and wanting to pick them up the next day. They gave me less then 24hrs to pack up my 5 bedroom house, when I was specifically told that they would be picked up 6/19/13, six days later. I left town to Minneapolis.
They were very slow to having my boxes picked up and they said that one was overweight, and I had one of my friend redistribute the weight into another container. My landlord had to call Uhaul and complain and only after that were the containers picked up.
When I went to check my account, my account was overdrawn $1000 and I had to call Uhaul and I was on the phone with them for over two hours andmust have been transfered 10 times and hung up on twice.
Finally, I got through to Kim who was very helpful and refunded the money ($1201). However, I have been charged again ($87.55) for a different charge and my account is in the red and .Iam being charge bank fees. I have had an awful experienceDesired Settlement: I would like Uhaul to refund all the money that they overcharged me. I would like Uhaul to refund all the bank fees that have accrued. I would like some sort of monetary compensation for the awful experience. Overcharging their customers almost $1300 is borderline criminal.
Business
Response:
July 6, 2013Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].Ms. Ashley Covell, our Executive Assistant for the U-Haul Company of Southern WA, followed up on the information [redacted] provided. She informed our office that they reversed the majority of charges on June 28th. Although they could not confirm the additional charges of $87.65 that [redacted] states he was charged, they did make the refund in the interest of customer good faith.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Review: I moved on June and had ordered a storage unit from U HaulWhen I arrived there with a 26' packed moving van and a pick up truck with a large two piece wall unit in it, I discovered that my reserved storage unit was arbitrarily given away without any courtesy call to me or without any regard to the distress that this would cause meThere was a confirmation number in the U Haul computer system, yet unbeknown to me my unit was given awayI quickly asked to speak to the general manager and he was called on the phoneHe offered me three smaller units to place all my goods in at no chargeThe movers quickly informed me that my belongings would not fit in those unitsI had some very large pieces of furniture, along with fragile items, which could not be configured to fit into the smaller unitsHowever, in urgent need for storage for at least my belongings in the pitruck, which included a large, angled wall unit, with a few other boxes, I took Mr[redacted]'s offer for one of the unitsI asked if there were any other units that could accommodate my furniture and was told that there were none -- they were all fullThe two remaining units offered by Mr[redacted] would have never accommodated my household goodsMy professional movers confirmed this to me over and over againThe U Haul employee who had initially called Mr[redacted] to tell him there was a huge truck of good, now stood silently behind the desk with another employeeTo add to the chaos and my mistreatment by U Haul, this process of attempting to figure out what to do for storage took close to an hourI was then informed that there wouldn't be time to empty the truck even if they could, because the bay doors would be closed at 6:pmOnce, again, I was totally shocked as I was previously told that as long as I got down there before 6:30, we would have access through the bay doors
Due to the aforementioned sequence of events, I was forced to leave my household goods on the truck over night and was charged $for thatThe next day, I was compelled to find storage elsewhere, not with U Haul, and had to pay the movers to empty their truck -- another $I have now been charged an additional $1,for my move due to U Haul's blatant mistakesPlease note that I obviously did not anticipate theses costs and they are far outside of my moving budgetOver the past few weeks I have tried to resolve this situation with U HaulBy resolution, I mean full reimbursement of my additional moving costs of $1,650, due to U Haul's mistakesI have received nothing but insufficient rhetoric, illogical conversations and very poor customer support
On June 5, upon placing the call to U Haul on [redacted], I was referred to the general manager, and he said he would see what he could doAt least he said he would try! After speaking to him again, with his apologies and realization that he could not help me, he passed me on to the president of U Haul Market Services, Cheryl [redacted]I was told that Ms[redacted] was not available and was passed to her Executive AssistantAfter a few conversations, she realized that she could not help me and said that I should speak to Ms[redacted], do I didThroughout my conversation with Ms[redacted], I found her to be unprofessional, condescending, and quick to inappropriately place blame on othersI was amazed at the total disregard for customer satisfaction
This whole event was a nightmare and my treatment by Ms[redacted] was appallingShe said she 'felt sorry' for me because I took information from the 'wrong people' and the movers took advantage of meReally? She repeatedly told me that the square footage of the three tiny units offered to me by U Haul was adequate and it would have accommodated my thingsReally? We weren't just piling boxes, we were storing large dressers, couches, a piano, tables, a breakfront, chairs, etcThese things could not be piled on top of each otherSome items would have been too long to even fit into the smaller unitsSquare footage means nothing if you cannot configure furniture to go into a area without damaging it
The care of these items obviously means something to me and the care and quality of storage should mean something to U HaulBut I have learned during this process, that the quality of storage and customer satisfaction is a very low priority on U Haul's listMs[redacted] assured me that I was not the only person to whom this happenedI was actually surprised that she admitted this to meThis idea, however, was confirmed to me over and over as I discussed this situation with others in the Stamford communityIt amazes me that with such a reputation for poor customer service that U Haul is still in businessAnd during our conversation, Ms[redacted] kept talking above me, not allowing me to speakThis is no way to treat a customerAnd she ended the conversation by sarcastically thanking me for my 'candor.'
I, in good faith, trusted U Haul to reserve a room for me and it did not happenIt's plain and simpleI expect full restitution from U HaulMs[redacted] has decided to reimburse me $-- and 'stands by her decision' to do soThis is unacceptable to meI have also sent a letter to the Chariman and Chief Executive Officer of U Haul International, Mr[redacted], expressing my dissatisfaction for this kind of disregard for people and poor customer service.Desired Settlement: $1,for the cost of the my goods being held over night on the truck ($250) and the cost of hiring the movers for a second day of work ($1400)
Business
Response:
July 10,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms[redacted]
Ms[redacted]n, our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms[redacted] providedShe informed our office when Ms[redacted] arrived at our U-Haul location she was told that the room she requested was unavailable but we would provide her with three rooms at no charge for the first month to accommodate her needsMs[redacted]’s movers advised her that they work with an alternate storage company and suggested she use their services insteadMs[redacted] relayed that Ms[redacted] would have been given additional rooms had they been needed to complete her moveOur GM of our U-Haul Center would have also given 24-hour access with the rooms to help Ms[redacted] furtherMs[redacted] spoke to Ms[redacted] a few times and offered her apology but was unable to reach an amicable resolutionOur President for the Lower Hudson Valley area, Ms[redacted], also contacted Ms[redacted] and confirmed that Ms[redacted] was advised by her movers not to use U-Haul storageMs[redacted] offered her apology and relayed that Ms[redacted] was given other options to obtain the same square footage of the one room we did not have availableWe did honor the Reservation Guarantee and issued her $50, which she should receive within the next business daysMs[redacted] mentioned that Ms[redacted] did rent one room from U-Haul and we applied the one month free promotion to her storage account
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below
Hi Alexandra,
Review: Worst experience I've ever had with a company EVER! 1st it was small things such as my u box didn't come with the 12 furniture pads the website claims it does, then they said we would need to be home when it was dropped off, so we left work early to find that the u box had already been dropped off before the given time frame causing my b/f to miss a days work for no reason. THEN they charged me TWICE for delivery!!! They took the money out of my bank account automatically without consent & without telling me the total or that they were even going to take it out automatically. After all I gave them my account# for the sole purpose of RESERVING the u-box.(600$ to drive a ubox20mins & pickup 1 1/2 wks later?=crazy!!) The worst part is that these people are completely UNREACHABLE!! they do not answer their phones, their phone lines transfer directly to costumer care in Phoenix , Arizona. The people you talk to say there is nothing they can do but leave a message in the system stating that you called, which does NOTHING! They have left messages for this Denver location to call me but they never have. I even went to the U-Haul here in Indianapolis to see if they could reach them, the store here had no luck reaching them but did leave them a message to call me and that I was ready to have my u-box shipped from [redacted] That was a week ago and I still have heard nothing!! Its been an entire MONTH and I still do not have my stuff!! meanwhile they keep charging me. Another thing I don't understand is why they took that money out automatically but did not take my Aug rent out automatically..until it was late& they added the late fee THEN they took it out automatically. Biggest FRAUDULANT company ever. The company is completely lacking in communication skills and public relation etiquette, U haul needs to get more professional people!! Meanwhile I've been overcharged without reimbursement, plus charged for an extra month & still do not have my stuff! The total cost will now be 2x's the estimateDesired Settlement: DesiredSettlementID: Refund
want to be reimbursed for the over charges. I also do not feel like I should be charged money for their in desire to answer phones or communicate with their costumers. They need a professional and accessible means of communication & improved costumer service!!! Most importantly I want my money back and my stuff!
Business
Response:
August 7, 2013
Thank you for your concern for our customer [redacted]
[redacted] the Executive Assistant in our [redacted] informed us the extra charges of $116.75 and $247.09 have been refunded back to [redacted]'s MasterCard. The credits should appear on her next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Review: I reserved a cargo van on Monday for pickup on Friday in case my driver could not pick me up for a show. The policy told to me over the phone from this place said if I cancelled 24 hours before Friday morning, they would NOT charge my card. I cancelled this on Wednesday, but they still charged my card for 50$.Desired Settlement: I want my credit card refunded immediately
Business
Response:
Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the problem she encountered. She also advised her of a refund for $50 that was issued back to her Master Card account. The credit 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: Our truck rental from U-Haul is worst experience ever!On Thursday October 25th 12:28 PM, my wife and I went to the U-Haul dealership located in Warwick, RI (Store # 796058). We rented a 14 truck. During the initial rental intake, the clerk who took the order was abrupt and condescending towards both my wife and I. The clerk was told that we were using my wifes credit card with my drivers license and the clerks response was that he needed to use her license. After he took my wifes license, which was expired, he then asked for mine. I stated to him this was the reason I said my license was needed. We were asked how long we needed the truck for and he was told that we will be returning it by 5 PM on Friday. Then we were asked how many rooms we had and I said we just need the smallest truck. He set us up with a 10 truck and upon delivery I noticed it did not have a ramp. I apologized and stated we need to go to the next level up since I needed the ramp and the clerk replied That is why I asked you how many rooms you have. I told him I did not notice that the 10 didnt have a ramp and apologized.After getting the truck replaced and we were on our way to begin packing and moving. On Friday October 26th, I called approximately 2 PM to inform them that I may not be able to return it by 5 PM and could I extend it for an additional day. I was told that I could not and needed to make a night drop if not able to return the truck no later than 8 PM. Fortunately I was able to get the moving completed and had the truck returned approximately 7:30. When we were checked in, we had only used 17 miles from our original estimation of 40 so I was told that we would receive a $22.20 refund and he sent a receipt to my email address.The following day when I looked at my bank statement, there were three holds on my account. One was for $71.20, one for $2 and $141 for a total of $232.40 on hold from U Haul for one day truck rental, 17 Miles, an Appliance Truck and a Furniture dolly. This is what prompted aDesired Settlement: U-Haul Moving and Storage located on [redacted] Beach Ave placed unauthorized holds on our bank account. When asked about this information, the response was hostile, abusive and caused a large amount of stress and anxiety.
Business
Response:
Thank you for your concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Rhode Island regional office, followed up on the information Mr. [redacted] provided. He informed our office he sent him an email advising Mr. [redacted] he had issued him a refund for $51.60, which we feel is in the best interest of all parties. The refund should post on his next Visa credit card statement. Mr. [redacted] also offered his apology for any misunderstanding.
As we value Mr. [redacted] as a customer, Mr. [redacted] also sent him a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.
In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all Mr. [redacted] only offered this solution after I pointed out to him that I was overcharged by the employees at the [redacted] Ave Store. Secondly, the additional funds that were charged against the card on file were never authorized and therefore, fraudulent charges. Third, this does nothing regarding the anxiety and stress added to me when speaking to the General Manager, the Assistant Manager and [redacted] whom I was told was the President of the company. And finally, the day of the move, I was expected to give the new landlord funds totaling $750 which I was not able to do since the U-Haul company placed a hold totaling $225 against my account. So overall, what U-Haul did was place unauthorized charges against our account, reacted in an extremely hostile manner from both the General and Assistant Managers, was dismissed by the person I was sent to as the President of the company ([redacted]) after stating he will dig into the issue and get back to me on Monday October 28th and I still have no response at all, I have been placed in a position of mistrust with my landlord and after reading through all of the spelling and grammatical errors in the original email from Mr. [redacted], his initial offer was a gift certificate that I can only use with a company that has created all of these issues.Even in my final email to Mr. [redacted], I made it clear to him that even with him agreeing to my proposal of refunding the unauthorized charges I did not consider this matter closed, he still made it appear to Corporate Offices that the issue is resolved. My request to completely resolve this issue is demotion or dismissal of the General and Assistant Managers at the [redacted] Street store and a full refund of all charges that were placed against my account from U-Haul along with a letter that I am able to show to my landlord that U-Haul did in fact place unauthorized holds against my account in the amount of $225 causing my available funds to be reduced. As for any type of Gift Certificate, I will not enter or use a U-Haul service or equipment so if you are offering a $25 amount, this should be doubled and done so in the form of a Gift Card that I can use anywhere.I am truly disappointed that U-Haul corporate has taken an issue of illegally placing charges against a customers account so lightly and would have thought that a matter as serious as this would have had a higher level of importance like a phone call directly to me to discuss this issue or an offer over money that was charged without permission and would have been required to be refunded as a matter of law. So overall, I have been offered a $25 Gift Certificate to use at U-Haul and nothing over and above for the problems caused by U-Haul.
Regards,
Business
Response:
Thank you for your continued concern for our customer Mr. [redacted].
[redacted], our Executive Assistant for our Rhode Island regional office, reviewed the information Mr. [redacted] recently provided. He relayed to our office the issue has been discussed with Mr. [redacted], our President of the regional office, and our decision in the matter remains the same. Mr. [redacted] explained Mr. [redacted] stated in an email he had no problem paying for the truck. We issued a credit for the extra day as an adjustment, which Mr. [redacted] accepted. Any internal concerns with staff will be addressed by Mr. [redacted] and corrective action will be taken as needed.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I believe that U-Haul should replace the "Gift Certificate" that can only be used at U-Haul with a $25 gift card I can use anywhere since I can not consider using any of the services offered by any company that does not stand behind their customer service promise. I did state that I have no problem paying for the truck and since U-Haul doesn't consider the anxiety and stress I suffered to be of any value, extending an offer of a gift certificate that can only be used at U-Haul is an empty gesture.Regards,
Review: I have been waiting almost 2 weeks to be refunded money that I was charged in error.
U-haul admitted they KNEW the odometer on the truck I rented was broken, resulting in a $142.48 over charge. The rental was on November 3 and I have still not received a refund. They had assured me that they had refunded me $138 (not even the full amount), but my bank is showing no refunds made.Desired Settlement: I not only want my refund, but I want to be assured that their truck's odometer was fixed so that nobody else will be overcharged (I'm sure others were overcharged and may not have noticed).
When I told them that they needed to have the odometer fixed he said that that would mean they'd have to take the truck out of their fleet and wait for someone to come look at it. I don't understand why that wouldn't have been the solution as soon as they knew the truck's odometer was broken - it's basi
Business
Response:
November 18, 2013
Revdex.com ID#: 9804493
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted]
[redacted] a CSR for U-Haul International, followed up on the information Ms. [redacted]provided. She sent Ms. [redacted]an email on November 13th offering her apology for the inconvenience she experienced and advised her of a refund she issued for $138 back to her Visa account. On November 14th Ms. [redacted] issued a supplemental refund for $4.48 to cover the tax back to the same Visa account. Both credits should post on Ms. [redacted] next credit card statement.
As we value Ms. [redacted]as a customer, Ms. [redacted] also sent her a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 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
Review: My husband and I rented a Uhaul truck from Muni Storage in Twin Falls, Idaho on Saturday, February 8 in order to move our belongings from our house into a storage unit we would be renting from said storage facility in preparation for a move to Whittier, California on Sunday, February 9th. We filled out paperwork for both the storage unit rental as well as the truck rental. We also rented a dolly but as the woman was helping another customer she said she would charge us for that after the truck had been returned. We were handed the keys and drove to the back of the property where the trucks were parked. We were not told which truck we were renting so we simply tried the keys in each truck to find out. At no point did the woman who rented the truck walk out to the truck to confirm mileage or do any kind of physical inspection of the truck we were renting, and at the time it did not occur to either of us to think anything of that.
My husband drove the rental truck the 2.6 miles from Muni Storage to our home at 1274 Northern Pine Dr in Twin Falls where he had assistance from a friend loading the truck with items to donate. He and his friend then drove the 1.6 miles to Deseret Industries on Cheney Dr. in Twin Falls to donate said items, then drove the 1.6 miles back to our house. Over the course of the next few hours, we loaded the truck with all the belongings we were to store in the unit. We then drove the truck the 2.6 miles back to the storage facility and unloaded the truck with assistance from a couple of my husband's friends. Once the truck was unloaded, we parked it in the driveway just past the gate, locked both doors, and used the night drop box to return the keys.
On Monday I noticed a charge to our bank account from Uhaul for $173.84 so we called the facility we had rented from to inquire about the amount of the charge. At that point we were informed that we had been charged for 331 miles at the cost of $0.50/mile. When we informed them that the amount of miles was incorrect, we were told that they would contact their supervisor and look into the matter. Over the course of the next couple days (Monday, Tuesday, Wednesday, Thursday) we spoke with multiple Uhaul employees including the regional manager [redacted], [redacted], and [redacted] and were told that they would look into the matter before being told that they could not find any errors. My husband does not recall signing anything that asked him to confirm the amount of miles on the truck before renting and I have asked for a copy of this if they have one with no response. In our most recent correspondence, we were told that because they were unable to find a discrepancy in the mileage or any errors with the odometer that the charges would stand. If necessary I can provide signed statements from anyone who assisted with the move stating that they were present for the drive to Deseret Industries and witnessed the truck parked in our driveway most of Saturday, February 8. We had every intention of renting from Uhaul in March to move our belongings from the storage unit in Twin Falls to our new home in Whittier, California and will no longer be doing so due to the deplorable customer service we have received.Desired Settlement: The only resolution that I would find acceptable would be a refund for the amount of money that was charged to my account for the incorrect number of miles ($173.84).
Business
Response:
February 16, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for you concern for our customers Mr. and Mrs. [redacted].
[redacted], our Executive Assistant for our Idaho regional office, followed up on the information Mrs. [redacted] provided. She informed our office she corresponded with Mr. and Mrs. [redacted] by email. The rate on their rental was already discounted by $144. The base rental rate was adjusted from $39.95 to $25 and the mileage adjusted from $.89 a mile to $.50 a mile. No further adjustments will be issued.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
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.
Although Uhaul has stated I was already discounted 144 dollars on our rental, I have no idea what discounts they are referring to. We wanted to rent a 10 ft truck and there was none available that day so Muni Storage offered us a 24 ft truck at the same rate as the size we desired, which was 24.99/day + mileage. In actuality, we still ended up paying more than we would have if they had the smaller truck because they were offering a 20% discounted truck rental to anyone renting one of their units, so we would have been paying 24.99/day - 20% + mileage. So while the company feels we were already discounted, it does not dispute the original issue WHICH IS:
We did NOT put 331 miles on the truck we rented and will absolutely not pay for the error.
Regards,
Business
Response:
February 24, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customers Mr. and Mrs. [redacted].
[redacted], our President for our Idaho regional office, reviewed the information Mrs. [redacted] provided. He asked we relay his apology to Mr. and Mrs. [redacted] for their displeasure with our resolution. He explained there is nothing mechanically wrong with the truck they rented, therefore, he must go by the odometer reading at the time of rental and return. The truck has been on two separate rentals since being returned by them and no negative feedback regarding a faulty odometer or odometer reading was given by either customer. Mr. [redacted] has found no justifiable reason for a refund, therefore, please be advised our 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: I reserved a uhaul truck and trailer on February 12. This order was rescheduled on February 19. It was for a 17' truck and a trailer. The day before pick up, they called to tell me that they could not fulfill my reservation: I could wait 2 days, or pick up 2 hours away. They also told me I would NOT be receiving the $50 guarantee (could not understand why). I was eventually transferred to another girl, who was able to locate a closer truck than 2 hours away by giving me a larger size, and she reserved that and said I WOULD receive the $50, credited back to the card I made my reservation with. I received an email confirmation to pick up the truck.
I drove to pick up the truck. This location ([redacted]) told me they had my guaranteed reservation, but didn't have the truck. They located a truck in [redacted], and I drove there to pick up the truck. (again, not my reserved truck, so I should have gotten the $50).
I called that night to locate where I could pick up the towing device. Since my reservation had been split, they were charging me a higher rate for the trailer, since I wasn't getting the bundle discount. I was told they could transfer my call to the local dispatch to correct the issue. They transferred my call, and the local dispatch couldn't figure out how to do that, but stated that since I had all of the issues and the different price that they would credit me $50, which would bring it close to the original price I had reserved.
I picked up the auto transport the next morning, and again discussed with the man that I was to be receiving credit.
I returned all devices early, at the specified [redacted] location. I have not received ANY credits. I have emailed Uhaul about this issue, and not received any response.Desired Settlement: I would like the two $50 credits for not fulfilling my reservation (once in [redacted] for the original reservation, then once in [redacted] when I arrived and they did not have the truck).
I would also like the $44 difference in rate I had to pay for the auto transport since the price increased when they "split" my reservation. I was told this would be adjusted.
This should be a total of $144.
Business
Response:
March 27, 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. He informed our office he left a message for [redacted] advising her of a refund for $144 as requested. The refund was issued to her [redacted] account and should post on her next credit card statement. [redacted] also explained in his message that [redacted] could call him back if she had other questions or 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,[redacted]Executive AssistantU-Haul International
Review: I got a storage unit Sept 11.2013 I was mobbing and unable to find a home I signed a lease with u haul to do month to month climate control unit which I paid $103 every month for when moving my stuff out March,22,2014 I discovered mold all over my belongings by the smell. I didn't put it together until I noticed it all over my green leather recliner. I made a complaint with uhaul location and then contacted 15 different employee through U-Haul and every single person was rude, disrespectful, and I have had no call back in reference to claim that was made. [redacted] my rep with [redacted] is suppose to follow up and today marks a week of no call nor answer. I do not know what I should do I empty my apartment out due to the smell and my daughter has asthma. I need to know what they are going to do I had insurance and all my belonging were new and expensive also great shape. I am now having to start over I already purchase two new mattress for my daughter and I but I have no clothes all my stuff stinks and is ruined... I sent email to [redacted] and have not received a call back. Please help me this is bad business and I was unfairly charged , mislead and now have nothing for my home. This is very serious and they are acting as if it is nothing..Desired Settlement: I Need my money reimburse for paying climate control when I didn't have it and I need money for furniture I paid insurance every month and all my belonging are ruined and smell like mold. This is a health issue ...
Business
Response:
April 3, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], a Claims Adjuster for [redacted], advised our office they researched Ms. [redacted]’s claim. An offer of $500 was presented to Ms. [redacted] based on their investigation. Ms. [redacted] declined the offer. Mr. [redacted] relayed that until additional damage documentation is provided, no further offers will be made. Ms. [redacted] should keep in contact with [redacted] for handling of her claim.
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 used uhauls website to reserve a 17' truck. It MUST be a 17' truck, thats why I reserved one. On the website it asks where you want to pick up your truck and the confirmation email lists the location as where your truck will be. Well, the location doesn't have my truck. They transferred me to the [redacted] regional office where [redacted] tried to bait and switch me. Instead of getting the very close 17 foot truck at .79 cents a mile he offered a truck some 20+ miles away(of course still with .79 mile charge). That would add $37.28 to my bill. When I told [redacted] reserving one item then switching me to a different, more expensive one was bait and switch he got very hostile. They also kept offering a 20' truck, but I know from experience it will not work in my situation. They didn't care. If a truck isnt available in a location, the website shouldnt offer it. Also, somehow during all this my truck went from being confirmed at my requested location to "oh, well those are just DESIRED locations, not a sure thing." Well, your website should maybe say something to that effect CLEARLY. Also, online support was especially smarmy and unhelpful:
U-Haul: Hello [redacted], someone will be with you shortly. Please wait for an agent to respond.
4/23/2014 10:30 AM EST
U-Haul: [redacted], our expert will be helping you today.
4/23/2014 10:32 AM EST
[redacted] (U-Haul): Thank you for contacting U-Haul Live Chat, how can I help you?
4/23/2014 10:32 AM EST
[redacted]: yes I reserved a 17 foot truck for very specific reasons the other day due to pick up tomorrow.
4/23/2014 10:33 AM EST
[redacted]: the confirmation I recieved this morning had a 20 foot
4/23/2014 10:33 AM EST
[redacted] (U-Haul): okay what is your reservation #
4/23/2014 10:33 AM EST
[redacted]: when I called to try and get my 17 footer [redacted] in the [redacted] regional office tried to bait and switch me and im extremely unhappy about it
4/23/2014 10:34 AM EST
[redacted]: Bait and Switch A deceptive sales technique that involves advertising a low-priced item to attract customers to a store, then persuading them to buy more expensive goods by failing to have a sufficient supply of the advertised item on hand or by disparaging its quality. This practice is illegal in many states under their Consumer Protection laws.
4/23/2014 10:34 AM EST
[redacted] (U-Haul): if we dont have the 17ft trk and move you to a 20 we will give u the rate of the 17
4/23/2014 10:35 AM EST
[redacted]: he tried to get me a $10 more expensive truck or add 37.28 in mileage because your trucks arent where the website says they are.
4/23/2014 10:35 AM EST
[redacted]: your turn
4/23/2014 10:35 AM EST
[redacted] (U-Haul): our web site give u preferred locations it doesnt mean the trk is going to be at the location u want thats y we have scheduling call you to confirm
4/23/2014 10:37 AM EST
[redacted] (U-Haul): if you have issues with the trk size and location you need to talk to the scheduling office
4/23/2014 10:37 AM EST
[redacted]: I cant use a 20 footer. its impossible. I want the truck size your website allowed me to reserve and I an not going to drive an extra 40 mi
4/23/2014 10:37 AM EST
[redacted]: to get it
4/23/2014 10:37 AM EST
[redacted]: nobody called me to confirm.
4/23/2014 10:38 AM EST
[redacted] (U-Haul): okay talk to scheduling and they can give you miles
4/23/2014 10:38 AM EST
[redacted]: no. ill file a Revdex.com complaint. thanks
4/23/2014 10:38 AM EST
[redacted] (U-Haul): they will call you to confirm tonight at 6
4/23/2014 10:38 AM EST
[redacted] (U-Haul): you're welcome
4/23/2014 10:39 AM EST
[redacted]: thanks for no help. I will copy and paste this in my Revdex.com complaint so the higher ups see that you are smarmy and no help.
4/23/2014 10:40 AM EST
[redacted] (U-Haul): okay have a nice day
4/23/2014 10:40 AM EST
[redacted] (U-Haul): [redacted](admin) has ended this session.
4/23/2014 10:40 AM EST
U-Haul: Thank you [redacted]. This chat has been ended.
Please start a new one if you have more questions.
4/23/2014 10:40 AM EST
It may seem I ignored her a couple times but I wasnt, I was still typing in entries because conveniently enough for uhaul they only let you use 140 characters or so in each post. That seems like an easy way to stifle complainers. Also, I had just told her I had already talked to the people she was telling me to talk to. It seemed people were just trying to pass the buck.
I am extremely surprised that NOBODY at a supposedly reputable company was actually concerned, especially when I informed them what they were nonchalantly trying to do was against the uniform commercial code of the United States. Letting me reserve a truck that is not going to be in the location THEY said it would be in and then trying to get almost $40 extra dollars in mileage out of me is bait and switch. Common sense would dictate that in order to have this thing NEVER happen you would not allow someone to reserve a truck that even MIGHT NOT MAYBE POSSIBLY be in the location.
I will definitely be telling my friends and family about this. I'm pretty upset that a company my family has been doing business with since I was a child would treat their customers this way. I'll be going with budget, ryder, or penske from now on and will advise others to do the same.
Even if one wanted to take a narrow view of bait and switch, it is still unacceptable to ignore a customers request and be so nonchalant about it.Desired Settlement: Uhauls website does not charge you until you are done. I simply chose this option for the "store credit". Having uhaul apologize by offering complimentary service in the future is the only way I will use them again and tell my friends to do the same.
Business
Response:
April 25, 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. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted] is not to be charged for fuel so long as it is at 1/4 of a tank, nor mileage or any extra day as long as the equipment is returned before 4:00 PM.
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 5/8/14 I rented a 20 ft truck for a one way trip to Okla. The truck had a lot of damage spots on it, we brought it to the attention of the worker. He said all marked, who ever had rented it before did not know how to drive a truck, we were looking it over and the worker stopped us @ the back and assured us that everything was marked, so we took his word for it. The only thing I didn’t do was to look up @ the top of the truck, where there was a large dent going all the way to the back, like they had tried to go under something and @ the back was a dent. The boss only charged me for the back dent, instead of the whole damage - if I had done it, or it was my truck, I would have charged for the whole thing.
We couldn't take the trip because my husband got sick. So we took the truck back on 5/9/14. I’d like to find out if he charged the insurance co. and then trying to charge me also. I think he is pulling insurance scams on people.Desired Settlement: A refund for dent on truck $259.42
Business
Response:
Thank you for your concern for our customer Mrs. [redacted].
[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Mrs. [redacted] provided. He informed our office he contacted Mrs. [redacted] and discussed her concerns. He advised her after further review of the situation, the charges will stand for the damages. Mrs. [redacted] relayed that the manager never showed her the wood shavings from the top of the truck and that the manager swore at her husband for climbing the ladder wanting to see the damage. Mr. [redacted] explained he was the manager at the time of return and he was the one that came off the ladder with a handful of wood and did in fact show both her and her husband and did not swear at her husband. He apologized for any confusion and the conversation ended.
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 May 24, 2014 a hitch was installed to my [redacted] 2003. They did not tell me that the hitch was installed to the trunk of my vehicle. I found out by my mechanic who advised me that the installation to the trunk was unsafe due to it not being attached to the chassis of the vehicle as indicated on the cars manufacturing manual page 2-18. The [redacted] supervisor refused to refund me my money. I explained to [redacted] that they failed to tell me that it was being attached to the trunk. Had I known I would have not had the hitch installed until speaking with my mechanic. I have spoken to our local [redacted] inspectors in [redacted]. They failed to disclose where the hitch would be installed. I have requested to see the manufacturers information that they have that states in writing that it is ok to install a hitch to the trunk of a vehicle. No one has contacted me yet.Desired Settlement: I want the hitch removed which [redacted] agreed to do for free and have my money refunded to me for failure to disclose where the hitch would be installed.
Business
Response:
June 24, 2014
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms. [redacted].
[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left three separate messages for Ms. [redacted] requesting a return call on June 19th, 20th, and the 23rd but has not heard back. She mentioned she does have a copy of the recommended hitch install instructions should Ms. [redacted] want a copy. She also stated the installed hitch was the correct recommended hitch for Ms. [redacted]’s vehicle and was installed correctly.
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: This was my worst experience with a business. PERIOD. I made a reservation on Friday. Printed out my confirmation number. I even called to confirm that the business had received my reservation. The first number I dialed from the website was a home number of the lady lady who runs this location. WOW!!! I ultimately got another number and called to confirm the location. Got to [redacted] Houston, TX the next day at 10am. No one there. No one came until 10:45am. I only know this because as I was sitting at the light waiting to leave, a woman in a bonnet with no teeth flagged me down to say that she was "here now". WOW.
I go to the next location at [redacted]. I was told by a representative over the phone that I had changed my reservation. Ummm...no I didn't. Otherwise why would I purposefully go sit at another location and wait for about an hour.
I get to Gulf Freeway. I was next in line. I waited about 20-25 minutes before I was helped. [redacted] is the General Manager and I knew that I could get my issues rectified, right??? WRONG!! He told me that I had changed my reservation. I told him that I had not. He proceeded to argue me down. Who does that? Even if I was lying, why hold up the line that was accumulating behind my by arguing with the customer (who is always right??). At this point he became a total jerk. He asked me for an alternate phone number. I gave him my husband's number. HE CALLED MY HUSBAND as I stood there to be sure that I was not lying and he spoke with HIM!!! He then said that he would need another number. I gave him my mom's number, which she called but she did not pick up. He stated that he would NEED another number.
AT this point I lost it. I am 4 months pregnant. My husband lives in San Diego and serves in the military. I had moving help that was being paid for. I had waited in line for 20-25 minutes. I had been to one prior u-haul location. I had had it. This guy was in a position of leadership and was reduced to acting like a 11-year child when I voiced my issues and concerns with him. I left the store in a fury. As I was leaving, I had one of the many customer sin line say to me "ma'am I'm going through the same thing!!!"
This by far the WORST experience as a a supposed customer. I have never had ANYONE actually call the alternate phone numbers to confirm that I was not lying to them and this is who U-haul has in a position of leadership. WOW!!!Desired Settlement: I would like a written apology from the General Manager. He embarrassed me and sent my pressure through the roof. Mind you, I'm a pregnant military spouse, who was attempting to complete a PCS for I could be closer to my husband in San Diego. I would also like refund. My husband booked another truck at another location without my knowledge and we ultimately went with U-haul. But it was at a farther location = more $$$ for each mile.
Business
Response:
July 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 Gulf Coast Texas 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 and discussed her concerns. Ms. [redacted] offered a refund for $50 as an adjustment, however, Ms. [redacted] relayed that it was not about the money, but the way she was treated. Ms. [redacted] apologized again. Ms. [redacted] became angry and stated she wanted more money and asked for the telephone number to our Phoenix office but to also issue the refund for the $50. Ms. [redacted] advised our office the refund was issued.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
Executive Assistant
U-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Yes, I did speak with [redacted] and I was certainly not satisfied with her offer. I asked her what her position was and she told me that she was the Executive Assistant calling on behalf of [redacted]. I also told her that I was and still am unsatisfied with her offer for two reasons. The first reasons is because I felt that the $50 refund was due to me anyway. I printed out U-Haul's $50 Reservation Guarantee as well as my reservation and I showed this to [redacted] when I arrived. He gave me a hard time about how the Guarantee does not apply to my reservation because the location that I initially choose was just a "preference." Which still does not make sense to me, because that would render the policy meaningless in my opinion. All of this happened, BEFORE Mr. [redacted] proceeeded to insult me by arguing me down that I had went into the system and chnaged my own reservation.
Thus, the $50 refund was something that I felt should have been offered regardless of the incident with Mr. [redacted]. Like I told [redacted], it was an insult to offer me the $50 that I had already been due, and subsequently OFFER it to me AFTER I had been argued down my Mr. [redacted] about NOT being owed the $50.
It is absolutely ludicrous in repsonse to the abosev statmenet to claim that I said "It was not about the money" and the alledgedly ask for more money. I think that it also cowardly to have the assistant of the man who insulted me to call me and offer me the same $50 I asked for int he beginning. Essentially this whole entire complaint could hav been avoided if U-Haul had simply honored its policy, especially since I have documentation/proof that I felt was enough to receive the guarantee.
In closing, told [redacted] to follow through with the $50 refund because I feel that I am owed that for anotheer reason, not as a goodwill gesture or an apology for Mr. [redacted] behavior. I feel that U-Haul, a multi-billion dollar company, can do much better than finally honoring a $50 refund that should have been honored to avoid this entire debacle to begin with.
?
Regards,
Review: Rented a Uhaul truck from [redacted] to go to [redacted]...after receiving the truckI was informed that the truck had no issues and was great...upon my trip the truck had issues in [redacted]..when I had to call out a contracted Uhaul mechanicWho told me it would take a few days for them to get an Osensor and for me to continue onI asked if there was anyway that I could continue on with out the Osensor, since I had to close on a house in a few days"They told me it would be no problem, the truck should make it to my location", so I continued on...I made it to StRoberts, when the vehicle broke down againAfter, being forced to transfer or let the company contracted once again by Uhaul, they finally packed the truck, which took hours...after they had finished, they instructed me that I was signing paperwork about the new truck not the move...after getting to my location and unpacking I noticed, many things had been improperly packed, so I called UhaulExplaining that I had several things damaged, they told me to work with their insurance company Rep West, which I followed everything that they had told me to do, including pictures, which I sent to them...they insurance company told me that they wouldn't cover any thingsAfter, several attempts to Uhaul, they continued to give me a run around, where I finally made contact with [redacted] VP of Uhaul in Phoenix, AZHe told me that he would help me, but at the end denied everything he had said and told me that they wouldn't help meI have lost $4,in this move, they offered to pay me off with $500, but would not except fault and wouldn't pay for extra fuel cost incurred by meThis in my experience is very unprofessional and I am a combat wounded "Purple Heart" Awarded veteran, I should not have to deal with this from anyone or companyPlease help me to educate others about Uhaul business practices and their unjust nature...Desired Settlement: I would like them to pay for all cost incurred by me and own up to the cohesion they lied to me about what they forced me to sign...I would also like to be able to educate others about their business
Business
Response:
Thank you for your concern for our customer Mr[redacted], our President for our [redacted] regional office, followed up on the information Mr[redacted] providedHe requested we relay his response for Mr[redacted] to your office:Mr[redacted],I want to thank you for the opportunity to respond to this complaint, and your concerns withinIn my Marketing Company we pride ourselves on exceeding our customer's expectationsMy staff and I make it a priority in resolving issues like this quickly and amicably.I would like to take a moment to address some of the claims made in this complaintYou began your letter with this statement; "I was informed that the truck had no issues and was great", we at U-Haul pride ourselves on our equipment inspection programs which conveys to our representatives as well as our customers that our equipment is rent ready and safeThat being said unfortunately equipment does experience mechanical trouble from time to timeIn your case you experienced mechanical trouble first in Oklahoma, which U-Haul did send out a mechanic to repair and get you on your wayYou declined to have the equipment repaired and elected to continue on your driveUnfortunately you experienced another breakdown in Missouri, U-Haul sent out another mechanic who determined that the equipment could not be repaired on site but rather would have to be towed to the garageRather than increase your delays U-Haul agreed to trans load your belongings into another truck to get you on your wayThe offsite provider stated that he had you sign the trans load agreement prior to the trans loadThe provider also stated that you were completely involved and even assisted them in said trans load.On behalf of my Marketing Company and U-Haul I thank you for your service to our countryThe concept of U-Haul came about when our founder [redacted] was unable to rent a trailer to move his belongings from one state to another after his discharge from the US Navy in years later in U-Haul was ranked #of the Top Military Friendly Employers from [redacted].While I regret that this incident has occurred it is important to me that you are clear on our resolve regarding this matterYour claim for damaged cargo was reviewed by our insurance company RepWest who have concluded that U-Haul was not at faultAs for the $you mentioned in your letter; let me clarify; first of all the offer was $600, and was not intended to "pay you off", nor to settle your damage claim, but rather to compensate you for your time spent as a result of the mechanical trouble you experiencedWe at U-Haul make every effort to provide safe rent ready equipment that is rigorously maintained and inspectedI do want to thank you for using U-Haul, and I hope that in the future you will consider us again for your next move.Respectfully yours,[redacted]Marketing Company PresidentU-Haul Company of [redacted]Phone: ###-###-####Fax: ###-###-####Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Review: I wanted to rent a truck to move my trailer I told them what I needed they told me all their trucks can take an extra ball.. Spent an hr wile they looked for locations that had the ball and adaptor after renting I find out you can't put on an additional ball and I would need the pick up truck instead... I would have rented that if I was informed now I'm stuck with a truck that's useless for my needs after calling and being transferred 9-10 times I find out for an additional $140 I can have the truck I was not impressed and asked for a manager I was told he went home at 4pm I asked to leave him a msg to call me as soon as he arrives.... I call back get transferred 4 times before reaching him but he was reluctant to tell me he's the one I'm looking for wile speaking to him I asked what he would do about this his response was return the truck I'll get my full money back... Only problem is I still need a truck and after returning the one I have I'm stranded.... He also told me he needs to review the call before making a decision... If this wasent regarding a time sensitive matter I wouldn't care but as I told them this trailer should have been gone yesterday and I have the potential of loosing it because it's not on my propertyDesired Settlement: All I want is the truck to move my trailer I've paid $270 into this already and I want the truck for the same price as the one I have now since this is there mistake and it's been going on for 2 days now
Business
Response:
Thank you for your concern for our customer Mr. [redacted], our Reservation Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the 9 phone conversations associated with Mr. [redacted] and was in contact with him to discuss his concerns. He relayed the only time Mr. [redacted] referred to his specific needs was after he had already picked up the first truck. Options were offered where Mr. [redacted] would not have to pay for the truck he had and he could use alternate equipment. Mr. [redacted] was swapped out with one of the newer one-way 14-foot trucks to accommodate the larger hitch requirement and Mr. [redacted] was on his way to [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,[redacted]Executive AssistantU-Haul International
Review: I am writing this message to ask for a refund on my truck rental. My pick up location was at [redacted] and I was taking a one-way trip to [redacted]. We are a military family and I had orders to report for work on July the 8th. We had a perfectly planned out trip. Left [redacted] July 1st and were expecting to arrive to [redacted] on the afternoon of 4th of July. On our way to [redacted] our truck broke down in [redacted], [redacted] on July 3rd. Pretty much screwed we ended up being stuck in a hotel. Due to it being a holiday the next day we ended up being stuck there until the fallowing day. On the fifth of July they had mover and a truck towed to our location in [redacted], [redacted]. All the time it took the uhaul and the movers to get everything made a huge part of the day go to waste. We didnt get back on the road on until after 3 in the afternoon. To make our experience worst, Not even 10 minutes down the road the replacement truck broke down. The mechanic informed us that it had a broken radiator and a blown out gas line. It is ridiculous that UHaul didnt take the initiative to check the truck before giving it to us, and not being aware of how dangerous a broken gas line can be. Not to mention how dangerous it was to have ourselves on a the side of the highway with a 4 month old baby with vehicles driving over 60 miles per hour.To make things more inconvenient we ended up loosing another day and ended up staying at a hotel another miserable night. The fallowing day of July the 6th Uhaul figured we had more time to waste and couldnt provide us with an estimated time of when the movers would trans-load our belongings form one truck to another. Stressed out and short on time we decided to move our stuff from one truck to another. Consider doing that with a baby and how devastating it was to see all our home good damaged or broken. We were scheduled to place down the deposit and rent on Saturday. But of course we didnt make it to the appointment so we lost our place to live. The availability for the next apartment was not until July 16th. So can Uhaul please tell me how uncomfortable, upsetting, unpleasant, stressful it was to have two adults and a four month old baby sleeping inside a car. Or how money wasting and time consuming it was to drive back and foward from [redacted] to [redacted], [redacted] to the nearest family to have a place to stay? can break down, but it is absurd that we were provided with a truck that was already dysfunctional. My move with Uhaul has been inexplicably the worst. It placed us under an immense amount of stress, which uhaul could of had prevented. It is understandable that one truckDesired Settlement: I want the money that I paid for the service I never receive.
Business
Response:
Thank you for your concern for our customers Mr. and Mrs. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. She informed our office refunds for the full base truck rental fee plus Safemove Protection were issued back to their [redacted] account as an adjustment on their rental. The refunds totaling $1,532 should post on their next credit card statement. $350 was also refunded on July 14th to cover the $250 transload fee and $100 for the inconvenience of having to reattach the Auto-Transport and then another $80 was refunded for their cab fare also on July 14th.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Review: I had a balance that was due and received a letter saying I had within 7 days to make a payment or I will be charged an extra $30. I went in to pay on the 7th day and noticed I had already been charged before the 7th day was complete. I talked to the collections department and was told that I had until 12am on the 7th day to pay. This isn't correct per the notice I received. There was no time stated in the letter other than 7 days which would have been by 11:59PM 8/05/14.Desired Settlement: I would like my service charge refunded due to descrepencies with the collections letter that was sent to me. Per the letter, 7 days means 7 complete days. I was only given 6 days and was charged before the 7th day was over.
Business
Response:
August 25, 2014Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund for the $30 service fee as requested. The refund was issued back to her [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: My storage unit # [redacted] is an indoor unit with mildew and mold inside my unit which damaged my belongings. Uh soul offered to cover 400.00 but when the adjuster and the service master representative came it. She stated that it would be over 4500.00 worth of cleaning. The sales rep at the time who sold me the unit stated that it was a climate control unit and that it was well insulated. That was not the case. I also chose insurance for a little over 6.00 for 5,000 worth of coverage like I always do anytime I rent a unit. But she told me that even if I had insurance it would not cover mold. Mold is dangerous and so is mildew..... I have with allergies and asthma and it's no way in the world I will be able to re use that furniture or save their clothes. Being that school starts in 2 weeks everything we own is in that storage and im talking new mattresses furniture, beds, toys, dinette set, flat screens, etc.......I was just approved for my house on 8/6/2014 and we don't have anything to move in there. Uhaul acknowledges the fact that it's their responsibility that's why they agreed to pay up to 400.00 when they realized I had way much more than they expected they want to come up with excuses. I'm entitled to them either paying for my items or cleaning them in a matter where it will not affect my son with allergiesDesired Settlement: To either pay the 4500 to clean my items or write me a check to cover my items. They should also put a policy in place to address the concern of mold. A humidifier will not do any good if no air is coming through...the insurance rep as well as the store personnel should get on one accord as to what is actually covered under their insurance plans and if in deed I waived coverage a letter should have been in place stating that I did not accept insurance as it is in most other companies. UhAul checked my rental history with them and each and every time I chose the basic insurance package.
I'm already paying 135 a month 6.00 would not have inconvenienced me. I'm not sure how they changed the agreement and the copy that they provided to me still did not say that I denied insurance. In fact it didn't say anything about insurance becAuse I would have addressed it. I trusted the sales rep enough to know she will take care of the situation after I shared my concerns with her. It was so busy that day maybe she messed up. but I did purchase insurance, and even if I didn't that is still something within the facility that should be controlled.
Business
Response:
August 14, 2014
Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] the President in our [redacted], AR Regional Office informed us he has asked [redacted] our insurance carrier, to contact [redacted] in order to discuss a settlement.
Our customer 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