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J.R.J. Tara Corporation

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Reviews J.R.J. Tara Corporation

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

Review: I entered the U-Haul Chamblee store on December 29. 2012 to rent a 17ft. truck for my move. The advertised price for the truck is listed as $19.95. Since I was moving out of the city, I requested a one-way trip. Brandon, the clerk that attended me, told me that if I were to do a one-way, I would have to rent a different truck. However, he told me he would negotiate with me and allow me to use the 17ft. truck one-way, and allow up to 80 miles for usage for $100. I agreed to his deal and after purchasing insurance and my extra items, my total was $131. I told him I would be returning the truck to Marietta at 543 Cobb Pkwy and he told me that I would have to return it before 5pm on Sunday, December 30, in order to keep from being charged an additional day.

I returned the truck at 4pm on Sunday with an addtional 28 miles on the truck, which after the $0.40/mile fee they had, would equate to about an additional $20 charge. I discovered on Tuesday, January 1, that U-Haul charged me $69.11. When I called to dispute the charge, the Marietta location told me I would have to call the Chamblee location, since thats where I rented the truck from. When I contacted the Chamblee location, I was told that I have to contact the Marietta location, since that is the location that made the charge. I went back and forth on Wednesday for nearly 3 hours with both locations, trying to get an answer on why I was charged this extra and how it can be refunded to me. Finally, both locations began forwarding all their calls to central reservation, and I could no longer speak to someone in store. I spoke to someone in the customer service department about the issue, and was told I'd be contacted by someone in corporate but never was.

I called the Marietta location again on Thursday morning and was finally able to speak to someone in store again. I was told that, again, I would need to contact the Chamblee location. I told the gentleman that I spoke to, that I went back and forth with the 2 locations the day before and I was hung up on. I called back, and a different man answered the phone. I told him the situation once more, and he told me that he will not refund me because I was charged an extra day for returning the truck at 4pm and instead of being charged an additional $19.95, I was being charged the 20ft. truck rate at $39.95 because it was a one-way trip. I told him that Brandon at the Chamblee location told me I had until 5 before I was charged, and there was nothing in my contract about being charged the amount he stated. The gentleman said "well, that's what it is and we're not refunding it".

I am disgusted at the customer service I've received and how this has been handled. I was never told I would be charged, what was charged, nor was it stated in the contract I received. The company has failed to correct this issue, and the store clerks have come off as if they are unwilling to do their job in an ethical and responsible manner.Desired Settlement: I would like to be refunded the amount of $69.11. for being billed an incorrect amount and for the disgusting customer service I have received.

Business

Response:

January 4, 2013

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

Ms. Teresa Wright, our Executive Assistant for the U-Haul Company of Northern GA, followed up on the information Ms. Burr provided. She informed our office she spoke to Ms. Burr and discussed her charges and confirmed everything was correct. However, in the interest of customer good faith, she issued a refund for 1 day rental excluding mileage.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: We rented a uHaul box/pod to move from [redacted], BC, to Winnipeg, ManitobaWe also hired Moving Helpers through uHaul to pick up the box at uHaul, help us fill it, and deliver it back to uHaul for shipmentThe box was picked up, filled and returned to uHaul [redacted] location on Wednesday, May The contract said that our box would arrive in Winnipeg on June and that our Winnipeg Moving Helper could pick it up from the Century location on Friday, June We received an email from uHaul saying our box had been shipped and would arrived in Winnipeg on the correct dateI also called uHaul to confirm everything was fine before sending the Winnipeg Moving Helper over on the morning of June When the Winnipeg Moving Helper went to retrieve it for us and he found out it was not thereuHaul tried to send him to our place with an empty box
Since then we have spoken with the General Manger at the Winnipeg Century location, the Assistant General Manager at the [redacted] location, the Regional Manager of uBox in Vancouver, the 1-# customer service phone number, the uhaul_cares email address and posted on FacebookNo one in the organization will tell us where our box isNo one in the organization will give us a date for when we will receive our box in WinnipegNo one in the organization will tell us if our box has been lost, stolen, given to the wrong customer or damaged or destroyedNo one in the organization will give us their direct contact information to phone them - we have to wait on hold at the general phone line to be transferred
The next week we got another email, with the exact same date as the first time, saying we'd receive our shipment shortly, which was again untrue"Dear [redacted], We thought you'd like to know that your U-Box pod(s) have shipped and are on the wayYour expected arrival date at our destination warehouse in Winnipeg,MB is Thursday, June 05, Before your U-Box pod(s) arrive at our facility, someone from U-Haul will contact you to schedule you to make arrangements for your loaded box(es)."
Everyone we speak with is apologetic but they aren't giving us any information or actually solving the problem.Desired Settlement: First, and most importantly, I want my belongings delivered to me in good conditionNowThey are already days late
Second, I expect NOT to be charged for the shipmentuHaul has violated our contract and made us spend many hours waiting on hold and sending emails to get our deliveryThey have caused us immense stress not knowing if all our worldly possession are lost or stolenThey have made living in our new home horrible instead of a pleasureThey have also cost us hundreds of dollars for food (no kitchen equipment), clothes for work, and buying other household goods and tools that we already own - and are in the box
Business
Response:
June 20,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Ms[redacted], our Executive Assistant for our Vancouver and Vancouver Island regional office, followed up on the information Ms[redacted] providedShe informed our office she has been in contact with Ms[redacted] recently regarding her U-Box moveShe assured Ms[redacted] she confirmed her box was picked up and also put a trace on the box with the carrierShe is currently waiting on a response from the carrierMs[redacted] advised Ms[redacted] she would be compensated for the late arrival and that our first priority was to get her box delivered to her
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
U-Haul has still not spoken with us about compensationMy box is three weeks late, so they had three weeks to call me to discuss compensationWe have a contract in which U-Haul says this: "Air-Ride transit from [redacted] to WinnipegWe guarantee arrival on 6/6/2014." They broke the contract and their own guarantee so we shouldn't have to pay for the Air-Ride transit at allWhat is the purpose of a guarantee after all?
Today a clerk called from the Winnipeg Century location to say our box has arrivedHe said I had to come down and settle up for the full amount before I could take my box because my Visa didn't go throughThis makes me believe that the company has no intention of giving us any kind of monetary compensationWhich is the only kind we wantAlso, the manager from the Winnipeg Century location told me that she would call me personally when our stuff arrived, which did not happen
In addition, they are asking me to pay before I even see the condition of my belongingsThey lost my box for weeks - how do I know it didn't fall off a truck somewhere? I do not believe I should be asked to pay until I see that my belongings are safeAnd in any case, as I said before, they should not be asking for payment at all because they guaranteed delivery and missed by weeks
Regards,
Business
Response:
June 27,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your continued concern for our customer Ms[redacted], our Executive Assistant for our Vancouver and Vancouver Island regional office, reviewed the recent comments Ms[redacted] relayedShe informed our office she contacted to Ms[redacted] by phone and emailed her recently regarding her U-Box moveA refund for 100% of the shipping cost has been issued to Ms[redacted] for the inconvenience she experienced with her move
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response
Sincerely,
Executive Assistant
U-Haul International

Review: I rented a truck from UHaul, and paid the $75 insurance for damages. The UHaul had a re-tread tire which blew, and several pieces of furniture were damaged, including a dining room table and piano. I have attempted to contact the "insurance" company, which is not a ligitimate company, just a subsidiary of UHaul, and I have never been contacted by an adjuster, or had my phone calls returned. So not only was my move delayed due to having to get a tire repaired, but I have damaged furniture, and no way to reach a person to get a response. UHaul denies any responsibility for the tire being bad, regardless, why charge customer's for insurance if you can't get reimbursed for damages? I was told I would be contacted within 2 business days, it's now been almost two weeks. When you ask a representative what their company is, and why there is no website, you get a sketchy answer indicating they are really UHaul.Desired Settlement: I want to be reimbursed for my dining room table and piano damage.

Business

Response:

July 5, 2012

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

RepWest Insurance Company informed our office that claim forms were sent to our customer on June 20th, and on June 28th a claims adjuster spoke to either Ms. [redacted] or Mr. [redacted] for a statement and informed what was needed to investigate their claim. RepWest Insurance Company explained that the forms have not yet been received back in their office.

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 ordered two U-Boxes to be delivered to my apartment in Pittsburgh and to be shipped to my new home in Austin. They arrived at my apartment on time, however I was double charged for the delivery, which I didn't notice and they didn't correct until I contacted them two weeks later. At that time, they refunded both delivery charges (yet to appear on my statement). I had my boxes picked up within 24 hours of delivery on July 13, 2012. I was quoted they would arrive in 11 business days, so that would make July 30th the last day my boxes would be delivered. On July 25, I learned that one of my boxes was left behind in Pittsburgh and they forgot to ship it. I have made at least 20 calls to various customer call centers and U Haul locations trying to determine where my boxes are and received varying delivery dates (anywhere from July 23 to Aug 5 or 6). I have never received worse customer service from a company. How can I pay $2,600 to ship something and they can have no idea where it is and how long it will take to ship? Currently it's July 27. I've been told that one box is in Austin (delivered to the wrong U-Haul location) and is scheduled to be delivered to me tomorrow and the other box is in Pittsburgh.Desired Settlement: I have spent hours on the phone babysitting my possessions. I will have lived without my belongings for longer than the quoted time. I have been overcharged more than one. I want to speak with someone at corporate and a full refund. I hope U-Haul can improve their processes from my horrible experience so no one else has to go through this again.

Business

Response:

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

Mike Glancy the Executive Assistant in our Glenshaw, PA Regional Office spoke to Ms. [redacted] on 8/4/12. Mr. Glancy apologized to Ms. [redacted] and informed her of a credit of $500 for her inconvenience. The credit should appear on Ms. [redacted]'s next credit card statement.

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

Sincerely,

Paula Fontaine

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.

The resolution they claimed they put into place did not actually happen. Not only did Mike not call me, I have not received any indication that I would receive a $500 refund from the corporate office. Please ask them to contact me by phone at 412-897-4154 for a FULL REFUND.

Regards,

Business

Response:

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

Ean Livingood the GM of our Washington Blvd. Center contacted Ms. [redacted] on 10/4/12.. Ms. [redacted] confirmed to Mr. Livingood that she has received the requested credit to her credit card.

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

Sincerely,

Paula Fontaine

Executive Assistant

U-haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did receive a call from Ean, and he confirmed that I received a refund of $535.00, not the full refund that I requested ($2,544.42). Ean did not mention that he was calling regarding the Revdex.com complaint I filed and was very vague on why he was calling. I attached a snippet of my bank account where the $535 was returned into my account and, for full disclosure, where $429.04 was returned to me for the overcharge. I have only been refunded $535 total.

I would like to remind you that I was overcharged, my possessions were not delivered to me on time and I had absolutely horrible customer service. I lost at least a total of one work day of my time spent on the phone trying to correct the mistakes of U-Haul. Following the filing of this complaint, I receive multiple erroneous notices that I was late in payment when my account was cleared out. I demand a full refund at this time. Please call me directly at [redacted] in addition to responding to the Revdex.com.

Regards,

Review: I placed an order for a moving van 10 days in advance of moving my daughter to a new apartment. I did this because I would not be on hand to assist with any issues that could pop up. After placing the order, I called back within 30 minutes to change the order to a 10' Truck. I recieved the email confirming my new request for the 10' truck to be picked up on May 29th at [redacted]. [redacted] The night before we recieved an email informing us that the 10' truck would not be available, and that it was to be a Cargo Van. On top of that logistic problem, we were now sent to a U-Haul franchis in [redacted], further away from town.

the new location informed us that once we changed the pick up time, we had only One hour to pick up the truck or we would lose the reservation and be charged $50 for cancelling? Huh?

All this created such pressure on my daughter and me who was now getting calls every 5 minutes at work to help rectifiy a situation that I was looking to avoid. In addition we ended up using more miles and time to get the move completed with a smaller vehicle.

The icing on the cake is the fact that I called to make a complaint to the regional office. The reginal manager [redacted] Direct phone ####-###-#### called me back left a message. I called everyday for a week to get an answer, I left live messages and return phone # with associates [redacted] and several with [redacted] but never got a call back. Only today 6/14/13 when I called, did I finally get [redacted] on the phone to discuss the issue.Desired Settlement: I feel that at this point U-Haul regional office really could care less about anyone's complaint, they figure that they will ignore phone calls untill we go away. I would like to get a full refund for the total lack of customer support and customer service from U-Haul.

Business

Response:

June 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the mileage driven. The refund for $33.51 should post on their next [redacted] 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 local uhaul rental for NC on sept 4th for a in town move. Due to family emergency the items where moved out of state. Contacted the local branch in NC to inform that an extension was need and the uhaul would be returned a day later. Was called by uhaul in greensboro spoke with a reperesentative who informed me that the uhaul was late and needed to be returned advised him of last minute changes and that the uhaul would be returned same day after hours. The Uhaul office in Rochester, NY repo'd the uhual as stolen on sept 5th. They stored all items in a storage and contacted me demanding $3,500+ in order to retreive items. I placed a cash deposit on the items when I received an invoice my deposit was not deducted from final balance and the Manager from Uhual has made several unauthorized attempts to deduct several tranactions above $1,000 from my banking account. I called the office manager in Rochester to make a payment agrangement and arangements to get my things he told me the uhaul was "stolen" and he would not release any items until full payment has been made. I advised the manager that the vehicle was not stolen I called the local NC office to inform them of the changes and new return date, he advised because it was out of state that it didnt matter it was considered stolen and that if I wanted to arrange a payment arrangement to call 1-800-uahul or the corporate office. I called the corporate office and was told that they could not do anything I need to speak with the branch manager at the NY location. I called him several more times left messages with different reps and never received a call. He continues to attempt charges on my card without my authorization and refuses to setup a payment plan.Desired Settlement: Release my items from storage.

Business

Response:

October 13, 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 Western New York Regional Office, followed up on the information Ms. [redacted] provided. Ms. [redacted] rented a truck in Greensboro, NC for in-town use on September 3rd at 5:46 pm. The truck was due back on September 5th at 10:00 am but was taken one-way instead to Rochester, NY. The one-way rate would not apply. Ms. Lansing sent the following email to Ms. [redacted] in response:

Ms. [redacted], Per the Terms & Conditions for Equipment Rental (a packet that you were provided with your receipt) we are allowed to keep the property in the truck until outstanding amounts are paid back to U-Haul. There currently is a balance due on the truck & auto transport rental as well as the storage unit. All of which needs to be paid. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York 8045 State Route 96 Victor, NY 14564

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The rep that I spoke to in Greensboro was aware that the rental agreement needed to be changed when I spoke with him on the 5th. He did not state that the vehicle would be repo'd with my items. He said they would make the changes when the vehicle was returned that evening which was a lie. This company os now Charging me outrageously because of their lies!

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business

Response:

November 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. She informed our office she spoke to Ms. [redacted] and advised her she had a balance on the truck rental and storage in the amount of $3,228.53 and that once the balance is paid she could have access to her items in her storage unit. Although Ms. [redacted] claimed to have told our representative in Greensboro, NC that she had a job interview and not a family emergency and that she would have the U-Haul equipment back on September 5th in Greensboro, the equipment was still in New York on that day. Ms. [redacted] relayed she was in the process of getting an attorney and would go through the court to obtain her items and is refusing to pay the balance due.

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: My complaint is with the Uhaul Company. They allow you to make reservations to rent a vehicle, to pick up at a specific location, on a specific date from them but they do not have the vehicle available for rent. This location was 228 miles away, so understand my frustration when we arrive to find out that the reservation meant nothing to them.Desired Settlement: I feel it is question of false advertising and a contract that they have not fulfilled.I provided my credit card information in exchange for a reservation. Uhaul should not be permitted to enter into an agreement, such as taking reservations, if they in fact cannot fulfill the contract. I would like consumers to be aware of the service Uhaul advertises but does not fulfill.

Business

Response:

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental document.

[redacted], our Executive Assistant for our San Bernardino regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. He advised him of a refund for $300, which includes $180 that Moreno Valley overcharged on his second truck rental, $50 for the Reservation Guarantee Fee, and $70 to pay for half of the gas used traveling for the first rental attempt.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I went to the [redacted] Uhaul location today to pay for a rental. The rental was from 11/4 to 12/4. I was charged $684 for this rental. I proceeded to book a rental from 12/4/2014 to 1/4/2015. I was charged $715 for this rental. The representative, [redacted], is also apparently the manager. He charged both fees on my card. I am livid. The first time I rented with Uhaul on 11/4, they did not charge me up front. Even the policy I have in my hand does not authorize a charge up front. I have just paid for two months while only using one month. [redacted] lied repeatedly to my face, saying he did not charge the $715. It is a pending charge on my card.Desired Settlement: I require a refund of $715.

Business

Response:

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Assistant GM at our Santa Barbara U-Haul Center reviewed Ms. [redacted]’s contract with her when she came into our Center. We pointed out that the net paid that day was zero. We also highlighted the area where it states the bank has placed a hold for $715.50 on her account. U-Haul will not charge/credit the card until the equipment is returned and the rental charges are calculated. Only the hold may appear on Ms. [redacted]’s credit card. Actual charges are not applied until the rental is complete and the contract is closed out.

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 1/31/14 I rented a 5' x 8' trailer for a one-way move. This trailer is designed to hitch to a pick-up. Leading up to that rental I spoke with a customer service representative to confirm what equipment I would need for this. Specifically, I asked what size hitch ball I needed. I had all the hitch equipment, I just needed to know the size. The person I spoke with when I called the national customer service number assured me they had all the equipment. I explained that I had equipment, but she assured me they had everything and there would be no need to bring my own. When this customer service representative failed to clearly say to me was that this was not equipment that came with the rental, but was a available for purchase only. When we showed up to get the trailer from the pick-up location ([redacted]) we were informed that we would be charged for the hitch. Because we were working in a tight timeframe, we did not have time to travel across town to get the hitch we already own and were forced to make the purchase so that our move would not be delayed.

I'm not sure if this was incompetance on the part of the employee I spoke with or straight-up deception, but it's unacceptable that we were given this kind of murky information and compelled to pay for equipment that we could have easily supplied ourselves. The representative most certainly did NOT make it clear that the hitch was for purchase. And based on the conversation we had, she knew we could have brought our own because I clearly said we had equipment and I was just calling to find out the size we needed to bring. She then went ahead and steered us away from that by giving half-true information about the hitch being available. Had we known we would have to buy the u-haul hitch, we would have definitely brought our own.

For reference, my contract number was [redacted]. On 2/3/14 the charge for the hitch appeared on my credit card statement for $32.68 from U-HAUL-[redacted]. I filed a complaint about this the same day (reference #[redacted]). I received an email message from [redacted] who identified himself as the General Manager of U-Haul Warren.

I'm pasting his reponse here:

"Hi [redacted] this is [redacted] the General Manager of Warren Uhaul. We had spoken early last week about your rental and how you could use your card on file and the card on file was used for your rental and the drawbar that was needed for your vechile to tow the trailer. As to the person you spoke with regarding the drawbar, they did answer correctly we do have all the towing equipment you need to tow the trailer, but it is not a rental item, we only sell them, I am having all the calls pulled since we do record every call, and I will find out who gave that information. I am sorry that you did not get to pick up at the location you chose, but if that location doesnt have the equipment then unfortunately you would be sent to the next location that has it available. Treating customers like this is not how we do business, nobody at my store would have told you that we would provide this equipment to you, they all know that everything we have here is forsale not a rental item in the showroom. Like I said I am having all of your calls pulled so I can personally review them. I am sorry for any inconvience this has caused you.

Thank you and happy renting

[redacted] Maloney

General Manager

Warren Uhaul

[redacted]"

I have received no further follow-up or communication from U-Haul.Desired Settlement: I would like to be refunded the amount I was charged for the hitch (drawbar): $32.68.

Business

Response:

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

[redacted], our Executive Assistant for our Ohio regional office, followed up on the information Ms. [redacted] provided and sent her the following email:

[redacted], I have read your concern and I have credited your card the $32.68 and you should see the credit on the card in 3-5 business days. I’m sorry for the issues that you had during your rental. If there is any way that I can further assist you, please feel free to contact me. [redacted] Executive Assistant U-Haul of Ohio [redacted].com ###-###-####

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 a UHAUL in [redacted] TX on Approx November 19 2012 from Closets Garages and UHAULS on Morton Street, the woman there her name was :[redacted] and she said she was the Manager/owner there at that location. When I rented the UHAUL she told me just to check in everyday so that "I would not be bothered by Uhaul and that she could keep them updated, at that time we did not have a place and we were moving things out of my dad's house due to his current health situation he had lost his home due to getting ill etc, then I got very ill and was in and out of the hospital for like 6 times, but I was in constant contact with [redacted] my wife or myself to give her updates as she requested. We are having a difficult time finding a place to live etc and we kept [redacted] in [redacted] informed, the truck had a flat tire around December 3rd apprx and we called in and they came to fix it, then someone broke the glass out and we had to have that fixed out of our own pocket. In the mean time I was put in the hospital and am still currently in the hospital. On January 14th at approx 3:00 pm my wife was on the way to the hospital to see me and she went in a local Starbucks to use the restroom. And upon coming out of the restroom she overheard the worker's in the Starbuck's stating that a "man from UHAUL" had come in there to ask them if "they saw who went in the store as this man said "he was having the UHAUL towed" and so I ran outside. I guess because this was a private business this man from Uhaul had to ask them this question. I approached this man he called himself "[redacted] he said he was "An Area Manager" and that he was "just driving down Cooper and Park Row and "just happened to see the Uhaul van and ran the plates. That is what he said. my wife told him "she did not believe that story" as he alrready had our contract pulled up on his Iphone and Ipad and knew my wife by name. I think he was "following my wife" because my wife said "he was not outside when she entered into the Starbucks, at that point "[redacted] told my wife that "our contract was invalid" and my wife said that we had been calling in and speaking to [redacted] and he said "according to his notes it stated that their had been no contact since around the 3rd of January 2013 but that was incorrect information because there was contact nearly everyday nor everyother day with this company. And when I was put back in the hospital on the 11th of January 2013 we left messages as well all the time we kept in constant contact with the property manager. [redacted] told my wife that "She had to go to Bowen and Division streets in Arlington to update the contract, even though the contract was not done at that location and then he told her "he was just going to call a wrecker and have it towed" he was going back and forth [redacted] that is, I have a medical bed in the back of that Truck and my Diabetic Supplies and ALL of our CLOTHES.. WE have NO CLOTHES now due to this [redacted] taking our Van. My wife told him that she was going to get my medication out of the front of the truck in the cab and my CPAP machine and other items that she could physically take away. We feel that someone made a call or something and this was all staged, because the man didn't seem like he was being very honest. My wife had her reservations whether or not to give him the keys as he wasn't offering much information nor assistance. He told my wife "to give him the keys or "she would be in possession of stolen property" although he told her that it was just an invalid contract. We were told we had a valid contract by [redacted] but our main concern is that "We need our clothes and I need my medical bed and my diabetic supplys as I cannot afford to buy new ones. My wife told them she wanted to be able to work everything out with them and not have to get a civil lawyer. This was very very strange. This man had on a Brown UHAUL Coat and he was driving a "service truck" I do not know what he was Really up to or what his intentions were. But then he kept talking to people on the Iphone and changing where my stuff would be located. He now says it is in [redacted] TX on Mac Arthur. I would appreciate you all looking into this, my wife was in tears and had to contact our younger daughter to come and get our things out of the cab of the Uhaul, then the man took the keys and left and went to get a driver from another store, then he said a 3rd party would take our items out of the van and store them at your location, that is not what we wanted to do as we need our clothes and my medical equipment bed etc for my illness. We have not received a phone call nor any letters or anything due to this occurance. as of today the 16th of January 2013. I feel this was very unprofessional and very inappropriate as I was in the hospital and this man did this to my wife, and she had to make him give her the phone name and address of where our property was supposedly going to be we are just taking his word we have no idea. We fully intend to find out what our rights our in regards toi all of this, this [redacted] Area Manger asked also if this woman "[redacted]" was a friend" and we said "no" she wasn't a friend and we did not know her. She was just a very nice lady that was helpful while I have been sick.Desired Settlement: We need our Clothes and my medical equipment diabetic machine and our clothes out of this storage at UHAUL wherver they are holding our things, We need also a phone call or letter stating what is going on,. We had never received a phone call or letter or anything prior to this man showing up out of nowhere taking our van from my distraught wife with me in the hospital, We need our belongings. I hope this man gets highly reprmanded fro not letting my wife take our things to another storage at our frined's home so we could have our clothes and my medication which is vital to my health and well being and my medical bed.

Business

Response:

January 18, 2013

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

Mr. [redacted], our Traffic Manager for the U-Haul Company of North TX, followed up on the information Mr. [redacted] provided. Please be advised when a truck is going to be kept longer than originally anticipated, our customer needs to pay the balance of the rental and get on a valid contract. Mr. [redacted] informed our office he left a message for Mr. [redacted] explaining he could come and obtain his belongings from our Plano U-Haul Center. He also mentioned that Mr. [redacted] has a Promissory Note for $4,342.38 on the U-Haul truck.

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: Unauthorized Charges on my CC. Gave false information and allowed me to use my card under false pretenses

I went to uhaul on April 5 to pay for my cousin's Uhaul, I asked the attendant specifically, to verify that my card was not to be used for additional charges. The associate said YES that is correct. Had I been told then the my card would be used for additional charges then I would have NEVER used my card. I signed NO AGREEMENTS nor did I AUTHORIZE any additional charges. I contact the toll free number and filed a formal complaint Customer Action File [redacted] and was told that someone would reach out to me within 3-5 business days. The manager of the store location called me On THURSDAY May 7, and told me that it was only sent as a promissory note and that it was in fact an error and that the collections department made the error. She said that she would send the file back to collections to have them correct the error. I have this conversation recorded. The next day I received one of two email communications:

[redacted] <[redacted]> 5/08/2015

4:23pm cst

[redacted],

Your number not taking calls, your card is meaningful assurance on the rental for your cousin, the computer charged this money. YOu will have to go to your cousin in re to the money paid from your card for her rental.

thanks,

[redacted]

My response:

That is not what I was told at the store nor did the manager tell me that yesterday and I am filing a complaint with Revdex.com.

[redacted]'s Response

all customer complaints are handled at [redacted] customer service who will file a customer action file and refer your complaint to the regional office from where you will receive a return call

My response:

I have already done that and the manager is the one that called back and told me that YOUR department made the error. Stated that it was only to be a "Promissory Note". I ASKED them before I used my card, to make sure my card would not be used again and YOUR STORE said it wouldn't. I did NOT sign any agreements to allow my card to be charged so UHAUL did it WITHOUT my consent. I am filing a complaint with the Revdex.com on UHAUL corporation because you guys fail to see the malpractice in what you have just done. I was Lied to - and my CC was put onto the account under false pretenses. And you STOLE my money. Forward this email to the correct department or level of supervision because I have already followed your procedure and I am getting the run around like my money is some sort of play thing. I will be sure to include this email response to the Revdex.com to confirm my issue.

I then recieved a 2nd email from someone else on 05/09/2015 1:18 pm cst

[redacted]>

This is in response to Customer Action File [redacted] about authorization you gave for your credit card to be used for a rental for your cousin [redacted]. Unfortunately, you will need [redacted] to take care of this. Whatever credit cards are given for a rental will be the one used for any additional charges if customer does not take care of those charges at the end of the rental; which unfortunately [redacted] did not take care of.

My response was the same

The manager of the store is the one that called back and told me that YOUR department made the error. Stated that it was only to be a "Promissory Note". I ASKED them before I used my card, to make sure my card would not be used again and YOUR STORE said it wouldn't. I did NOT sign any agreements to allow my card to be charged so UHAUL did it WITHOUT my consent. I am filing a complaint with the Revdex.com on UHAUL corporation because you guys fail to see the malpractice in what you have just done. I was Lied to - and my CC was put onto the account under false pretenses. And you STOLE my money. Forward this email to the correct department or level of supervision because I have already followed your procedure and I am getting the run around like my money is some sort of

Review: June 2014, I rented a 6 x 12 trailer to move from Boise Idaho to Tucson Arizona. I was told I earned a free months storage. I couldn't find work there and decided to move to Texas where there seemed to be more job opportunities.August 2014, I again rented a 6 x 12 trailer to move from Tucson Arizona to Fort Worth Texas. I again was told I earned a free months storage.When I contacted U-Haul using their online chat and on the phone, I was told I could not use both of the free months storage at the same place even though they could not/would not direct me to any place where this restriction was written on my contract or online. I contacted U-Haul through email ([redacted]@uhaul.com) who said he could honor both months at one place and sent me a link to choose one that would work. After I chose one, he stopped answering my emails. I have kept the string of emails to forward to you if needed.Desired Settlement: If U-Haul cannot show me where it is clearly written/stated on my contract or confirmation email a restriction on how or where I use my free storage, my position is that I earned two months free storage with no restrictions and it is a breach of contract for U-Haul not to honor both months at one location. Their solution is for me to use two different storage facilities. It is unacceptable to require me to pack up and move my belongings to a second storage facility.

Business

Response:

September 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager, followed up on the information Mr. [redacted] provided. He informed me he corresponded with Mr. [redacted] by email and was able to resolve his concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

The response is incorrect. The issue is not resolved. I have yet to see in writing that I will be getting both of my free earned storage months. Mr[redacted] "claims" it should be no problem but has failed to tell me how to go about making sure I get the free storage. He told me to contact the Manager of the storage. I sent the Manager an email and go no response. The problem/issue has not changed. Uhaul repeatedly fails to follow through and tell me how to resolve the issue.

Regards,

Business

Response:

September 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our GM for our U-Haul Moving and Storage of Haltom City, reviewed the recent comments from Mr. [redacted]. He informed our office he was sorry for the breakdown in communication, however, he will call Mr. [redacted] to resolve his concerns. He will assure Mr. [redacted] he will get two months of free storage.

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: They have the U box on site but it is covered with an orange tarp and has a cardboard cutout of a queen size bed and says look how much I can hold. But they do not hold very much. We went from 2 boxes to 4 boxes because of the misleading advertisement. I was quoted one price for the boxes but then they changed the price when it was time to pay. I wasn't able to verify this because I was never given any copies of a contract. I've asked why I haven't seen this in writing and they tell me they can e-mail it or mail it but I still have not received anything in writing except for when my storage was due in October. I've received 4 different envelopes telling me my fees were due but they couldn't send a contract.Desired Settlement: I want a refund for the bad service

Business

Response:

November 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Our Field Manager of our [redacted]egional office followed up on the information Ms. [redacted]provided. An email was sent to Ms. [redacted]providing her with the information she requested and also explained we already gave her a month free on the storage of her boxes. No additional refunds or 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

Review: I am writing this letter with regards to the above referenced incident concerning my rental of a ten foot U-Haul truck and dolly on June 27,2014 for the purpose of moving my belongings to Florida. I picked up the U-Haul truck at 8:00a.m. and was told to return it after it was loaded to retrieve the dolly. My family and I packed the truck and went back to U-Haul to pick up the dolly. After your employee connected the dolly to the truck, we realized that the lights were inoperable. Your employee worked on the lights for approximately an hour before calling his manager. While this project was ongoing, your employee had to continuously stop repair on the lights in order to assist other customers.

After approximately two hours of working on the lights to the dolly, my father asked the employee to verify that it was the dolly lights that were malfunctioning. Much to our chagrin, it was discovered that it was the truck lights that were faulty, not those on the dolly. In the meantime, Brian, the manager of the Farmingdale branch arrived to assist us with our problem. After working on the truck for approximately one hour with no success, a customer graciously offered his assistance. After just a few minutes, this customer concluded that a fuse had blown on the truck which needed to be repaired.

It was now 8:30p.m. which basically meant that an entire day had been wasted due to the incompetence of your employees. Thank goodness a customer had the sense to check the fuses on the truck and rectify the situation.

This unnecessary delay caused me and the people helping me in my move a great hardship. It took an extra day of everyone taking off from work to recuperate from this turmoil unnecessarily caused by your staff.

After submitting a dispute with your claims department, I was told that I would be given a $100 credit for a delay. Thiis is unacceptable in light of the thousands of dollars I spent for

your vehicles. The delay I was forced to endure was directly attributable to a lack of qualified employees onsite. If it were not for the kindness of a stranger, this situation could have been much worse.Desired Settlement: I am therefore asking for a full refund of the cost of renting the dolly. I also suggest that you implement a training program for your employees (especially ones that are there by themselves) so that they are able to effectively deal with any issues concerning the operation of the vehicles.

Thank you in advance for your cooperation in this matter. I look forward to hearing from you at your earliest opportunity.

Business

Response:

September 11, 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 Long Island Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. She also advised her of a refund for the Tow Dolly fee in the amount of $236.80. The refund was should post on her next [redacted] 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: In August 1, 2013, I rented a U-Box (Box to store furniture) from U-haul. I asked them to ship it from Virginia Beach, VA to New Orleans, LA. they made a mistake and sent it to Shreveport, LA. the shipment was suppose to take 10 days according to the representative, but because of this mistake, the shipment took days!!!, and I did not get my furniture until September 7, 2013. I had to buy some cloths, sleep on the floor, and stay in empty apartment. Also, I had to buy a boot for my work since they were in the box. I called and ask them to refund me for compensation and what I spent because of their mistake. Also, I was suppose to get a quote for New Orleans, LA and not Shreveport, LA, because shipment to Shreveport, LA is more expensive. so they need to adjust that quote too. I called them three times and every time I call, they tell me that [redacted] (he doesn't have a contact number) from Phoenix will contact me and solve this problem, But unfortunately I have not heard from him yet, and it has been more than 3 weeks waiting on him to call me.Desired Settlement: compensation, and adjust quote

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President of our Tidewater regional office, followed up on the information Mr. [redacted] provided. He informed our office our GM of our U-Haul Center in Virginia Beach found that the wrong zip code had been documented on the paperwork and he made arrangements to have the U-Boxes shipped to the correct destination. A partial refund was made as an adjustment for our mistake. Mr. [redacted] also informed us our GM will be contacting Mr. [redacted] again to assist in resolving his complaint.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I have contacted Uhaul 9 times via emails and phone calls. They offered to waive a late fee if I resubmitted a new auto pay. I was told it would be taken care of and now they refuse. I've been called a liar, hung up and refused to be given a manager. The following is the last email I sent to the main contact form with no response:

Apr 3 at 4:11 PM

I am writing to inform the appropriate person of the recent actions of the staff at the Woodside, NY storage facility. I have asked to speak with a manager and was refused.

I recently had my debit card stolen /cancelled by my bank which has resulted in havoc with any bills on automatic payment. I have been a customer since April 2013 with every month on auto payment ( in addition to the actual move) . On March 3rd I received the following email offering to waive the $15 late fee should I put the unit back on auto pay.

Before I submitted payment I sent an email requesting how the bill will be adjusted . At this time I reentered the new card as a no payment for auto pay. By March 17th I was charged ( without authorization ) for the amount plus the late fee. On March 15th I called the local facility and was assured the manager would get back to me. On March 18th , I again called and was personally assured by the employee she would follow up. As of March 20th having not heard back I called again, this time to finally reach the manager. She said the easiest was to credit April rather than issuing a refund and assured me she would take care of this. Fine. March 31 my card was processed for the new increased amount and DID NOT reflect the $15 credit. On April 2nd I was again told the manager was not available and would get back to me. It is now April 3rd - not having heard back, I called yet again.

Are you keeping track ? This is now the 6th contact I've made. I encountered the rudest employee who refused to put the manager on the phone whom I know was right there as the employee kept putting me on hold to talk to the manager. I was basically accused of being a liar and told that I would not receive the credit because it was likely that as soon as I received the credit it I would cancel my card. When I asked who I can talk to the employee told me to try calling back. I then asked for her name and she blatantly refused and hung up on me.

I then called the main number for Uhaul and was transferred to the regional office. The woman said I needed a manager but then refused to transfer me to one. She claims that she was speaking to the local manager at the same time and said I needed to deal with her only. When I explained that the local manager refuses to return my calls or rectify the problem, she still refused to give me anyone else to speak with. She then said that the situation would be resolved within 2 hours.

It is now after 2 hours and I have received no communication from anyone. The bottom line is you made an offer and have not honored it. I should not have to take my time from work to what amounts now as 9 contacts to Uhaul . The way I was spoken to today by the local employee is complete utter disrespect and not an acceptable way to speak to a customer that has paid a substantial amount to Uhaul over the past year.

All of this could have been avoided by honoring the offer you made.

We will waive the $15.00 late fee for you, if you choose to have your monthly rental installment automatically deducted via either an automatic credit-card plan or ACH (e-check) monthly debit to your checking account. If you chose an automatic deduction to your checking account, you must include a physical check made payable to U-Haul for the amount due for the initial process to be set up. To sign up, simply fill in the information below and drop this in the mail today.Desired Settlement: At a minimum , the $15 refunded. For the unnecessary aggravation, time consumption and the way I was spoken to - Uhaul can determine.

Business

Response:

April 10, 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 Brooklyn, Queens, Staten Island regional office, followed up on the information Ms. [redacted] provided. She sent the following email in response: Dear [redacted], Thank you for your letter concerning your U-Haul storage rental unit at our Woodside location. We value you as a customer and apologize if your recent experience with our Woodside U-Haul employees was not to your satisfaction. The General Manager of the location applied a $15 VIP certificate to your account on 04/04/14 which took care of the $15 late fee you were promised to be waived. Also a $20.00 VIP certificate was emailed to your email address on file, redeemable at any U-Haul facility on the many products and services we offer. Once again please accept our sincerest apologies. We do appreciate your business. Sincerely, [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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I ordered 2 u-boxes to be delivered to my old residence in Gastonia NC on 2/21/2014 which was done timely and professionally. They came to pick them up and ship them to Deep Creek Lake, MD on 2/27/2014 and I was told that it would take 8 business days and was charged $762.00 that day. 8 business days from 2/27/2014 should have been 3/11/2014, which is when my things should have been delivered in MD. I received an e-mail on 3/5/2014 stating that my 2 u-boxes were just being shipped from Charlotte NC, which was 4 business days after they had already been picked up...half the supposed shipping time. After receiving no other communication from U-haul I called the Charlotte office on 3/11/2014 and spoke with Jennifer who told me that she would look into the situation and call me back. She promptly called me back and told me that she contacted the shipping department and they just said that my stuff should be there tomorrow evening and that someone from the Deep Creek Lake MD location would call me when they came in. This was a problem because I had people staying at my house that were only there to help me move and they had to leave by the 13th because of prior arrangements. Well I called back the following day only to be told that they didn't come in and I would have to wait yet another day. So the following day 3/13/2014 I called and was told that my stuff had just arrived and they would be calling me back to schedule delivery. After several phone calls back and forth I finally got everything set up for them to be delivered the following day on 3/14/2014. The delivery of the u-boxes went fine until the people who delivered my boxes left without taking any of the bolts out that had been drilled into my boxes which prevented them from being opened. It took quite a bit of time to find the right tool and to actually take out the 4 bolts that should have been removed prior to the delivery men leaving. Subsequently because of U-Haul taking 2 extra days to ship my things I had to pay a moving company for 2 hours of labor which cost me an extra $260.00. Before the added extra cost that I had to pay I had already paid almost $1600 to have my things shipped from NC to MD. The delivery and pick up in NC went smoothly and I can live with the delivery and pick up in MD...even with the added cost that I incurred because of U-hauls error. What I do not agree to is the delivery charge since I was told that my belongings would be shipped within 8 business days and probably not even take that long, but instead it took 10 business days with absolutely no contact from U-Haul to tell me of the delay. I had to make quite a few phone calls myself to even find out that my stuff wasn't going to be delivered on time and still to this day have never even received not even an apology from anyone at U-Haul.Desired Settlement: I believe that in all honesty I am owed the delivery charge of $762, the extra moving cost of $260 that I incurred because of the shipping delay, and a partial credit for the delivery charge in MD because of all the inconvenience I was caused but I will settle for just having the delivery charge of $762 credited back to the card it was paid with. U-haul representatives should not inform customers of an 8 business day shipping time if the boxes won't be there on time. Also, if there is a shipping delay it would be extremely professional for someone at U-haul to contact the customer and apologize for the delay and do something to make up for the extreme inconvenience it has caused. I am more upset than anything that nobody from U-haul had the decency to call me and tell me of the shipping delay and when my stuff could be expected to arrive after spending almost $1600.

Business

Response:

April 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted both regional offices responsible for the Gastonia and Deep Creek Lake areas for follow up on Ms. [redacted]’s concerns. [redacted], our Executive Assistant for our Pittsburgh regional office, assured us the issue of not removing the bolts on the U-Box was discussed with the delivering dealer to prevent the situation from happening again. A refund for $200 was also issued to Ms. [redacted]’s [redacted] account for the two day delay on the delivery. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: At the end of May, we rented an indoor storage unit at this location and filled the unit with contents from an apartment. When emptying the unit (on July 21), we discovered that there had been considerable water damage and that some items were no longer usable (they had visibly untreatable mold). At the time of the incident, I took pictures of the damage and asked the general manager to witness the damage and determine the source of the leak. He did, determining that it was "a leak in the roof". He said, "No worries, our insurance company will take care of this". So, at his suggestion, I filed a claim with RepWest. Today, I received a letter from RepWest basically saying 'you didn't take the optional content insurance, therefore you have no claim'.So I tried to reach the general manager to resolve -- he no longer works there -- and thus far, no one else has returned the message.While I quickly acknowledge, as the insurance company indicated, I did not take the supplemental storage insurance offered by U-Haul, I would have expected (at the VERY LEAST) the facility to be DRY......not too high a bar now is it??? Have we really gotten to the place where a consumer needs to insure that even the most basic of expectations will be met by a business?? Does a consumer really need to purchase additional insurance so that a storage facility can avoid basic maintenance and claim it's not their responsibility??? Just to be clear, there wasn't a hurricane, or a tornado, or an act of God...this facility was simply poorly maintained and I suspect U-Haul (or this franchise) was negligent in upkeep....and probably knows it!!!!Allowing a business to advertise a dry storage facility, and then not provide it because of their incompetence or neglect is abhorrent. I am simply asking U-Haul to take responsibility for failing to meet even the most basic standards of doing business and reimburse us for the damaged items.Desired Settlement: See list of damages filed with RepWest (with copies sent to U-Haul, White Plains).

Business

Response:

September 28, 2012

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

Ms. Kathy Lundgren, our Executive Assistant for the U-Haul Company of Lower Hudson Valley located in Newburgh, NY, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] chose to decline Safestor Protection and be self insured. She relayed our GM of our U-Haul Center involved will be in contact with Mr. [redacted] and also explained reimbursement for damages will not 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please note that I never disputed the fact that optional insurance was purchased -- it wasn't. What I contend is that:

1) language on U-Haul’s homepage (copy attached) is false and misleading. It promotes their storage facilities as "clean, dry and secure” -- and thus sets consumer expectations. No where does it say, “only if you buy additional insurance” will these most basic criteria be met. By self insuring, and not withstanding an act of god, I presumed that U-Haul would stand by the pledge that they market prominently on their homepage.

2) why, on the day the damage was discovered, did the U-Haul General Manager in White Plains, Jeramie Wheeler, ask me to photograph the damage and submit a claim? At the time, he knew I didn't secure optional insurance (we talked about it), but nonetheless acknowledged U-Haul’s fault and responsibility. Then, when I did submit the claim to the insurance company, RepWest, they asked me for even more detailed information including itemized lists, copies of original receipts, replacement costs – even when they too knew I didn’t have the optional insurance. Why would U-Haul (and their insurance company) ask a customer to spend several hours gathering documentation and imply it will be resolved satisfactorily if they didn't think their were accountable? Are they trained to do that? If U-Haul's own General Manager didn’t think they were responsible, wasn’t the time to say so July 21? Why encourage me to spend hours documenting the issue and provide optimism that U-Haul would do the right thing?

3) as noted, I received a call last week from Donna, the new General Manager of the White Plains facility. Donna told me that the damage to our property was the result of a problem with the air conditioning system in the facility (and not a roof leak as originally offered by Jeramie Wheeler). Based on the amount of water in the unit (picture previously submitted), it appears “the problem with the air conditioning system” must have lasted several days. Why didn’t anyone from the facility contact us when they first became aware of the problem and potential for damage?

4) companies that fail to deliver on the most basic of services that they promise should be held accountable...especially when they may be negligent in the act.

Regards,

Business

Response:

October 17, 2012

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

Ms. Kathy Lundgren, our Executive Assistant for the U-Haul Company of Lower Hudson Valley, reviewed the information Mr. [redacted] provided with our President of the Lower Hudson Valley. She sent Mr. [redacted] a letter explaining she had issued him a check in the amount of $99.95, which was the amount charged to him for storage unit #E203. She also advised him that he chose to be self insured, which means he bears entire risk for any loss or damage.

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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: On April 28 I picked up a uhaul in [redacted] IL for a one way moveto [redacted] (Chicago neighborhood just south of [redacted] IL). I was originally scheduled to pick up a 20ft uhaul in [redacted] IL and to return it to a facility near my new home in [redacted]. The day of my reservation the pick up and drop off location were changed. Even the size of the uhaul was changed from 20ft to 15ft. This was fine for the pick up location which was not too far from my former house, however the return location was set Markham IL some 40 miles from [redacted]. When I questioned the return location I was told that I could call the 800 number and someone would tell me where I could drop it off nearby and that there would be no extra fees. After a long day of moving I called the 800 number only to get the runaround about where I could drop the uhaul off. Finally after submitting a road service request [redacted] was able to provide a drop off location and confirmed that there would be no extra fees. I returned the uhaul at 3:00 a.m to the 24 hour drop off facility in [redacted] IL. The next day I woke to discover that Uhaul had charged my card for an extra day, additional insurance, milage and gas. After spending 2 hours on the phone with customer service (which sucks btw) I finally reaced [redacted] in Marketing who agreed to refund the charges. It has been several days and I have not gotten a refund and [redacted] will not return my calls. Customer service at uhaul (still god awful) will not issue a refund they keep sending me to his voicemail.Desired Settlement: I would like a refund of the unauthorized charges and a credit for the original charges due to the horrible experience, the fact that you changed my reservation and are making have to chase you through the Revdex.com for a refund.

Business

Response:

May 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced as well as advised her of a refund for $97.08 back to her [redacted] account for being wrongfully charged. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: My girlfriend and I purchased the [redacted] U-box service to transport our belongings from Edmonton to Toronto to be delivered by August 1, the possession day for our apartment. We confirmed that our box had arrived the day before delivery with the Scarborough office. On the morning of August 1, a box was delivered but it was not our belongings. It took until the end of day and many calls to customer service to get ahold of the Edmonton office to start an investigation. We were then given an hour to make it down to the location to identify our box before close. Luckily my girlfriend was still in Edmonton and could leave work early to do so. No apology was made once our belongings were identified and found to have never left the Edmonton yard. Inquiry about a estimated delivery date and compensation for being displaced from our home at that time was 3-4 business days and an air mattress, respectively.

Over the next 3-4 business days all of our phone calls for a confirmation of a delivery date were unanswered and we opened another investigation with customer service regarding the manager of the Edmonton's location inability to respond to our concerns. It was not until we made contact with his supervisor, the Regional Manager that we got an estimated delivery date. We were also informed that the investigation opened regarding the Edmonton Manager was closed the same day by the Edmonton Manager himself - without contacting us or responding to our concerns. Let this stand as a formal complaint regarding his actions.

Our belongings were delivered to us on August 13. Up until this point our apartment was uninhabitable as all of our furniture and possessions were in the U-box. Obviously there were very real costs incurred during this time: accommodation, food (as we had no kitchenware), internet that we had set up and were not using, rent, transportation, not to mention the overall reduction in quality of life and stress/frustration with [redacted]'s inadequate response.

At this point, all efforts to resolve this ongoing issue have been initiated by us: the manager of the Edmonton location has not once returned our phone calls, failed to respond to multiple emails, and is actually not listed in the [redacted] directory for anyone to get a hold of directly (including the manager of the Scarborough location.) The number listed on the Bill of Lading for the Edmonton manager is just a civilians personal cell phone. All the initial contact with the Edmonton manager was through his employees and their cell phones. The Regional manager also failed to return multiple calls and emails and we have spent hours being transferred around by Customer Service. Too much of our personal time has been spent trying to patiently resolve this issue that resulted from [redacted]'s error. As a customer, this is unacceptable.

We believe that [redacted] is responsible for refunding us the full shipping cost of the U-box as they did not fulfill our contract to deliver our U-box by August 1st. Additionally we can provide a breakdown of personal costs that we have incurred for the twelve days we were displaced from our home, the total of which exceeds the refund amount of $1343 that we are requesting (and doesn't even take into account unquantifiable costs like the loss of our time, quality of life, and state of mind).

To date two payments have been refunded to my credit card over a two week period, $300 and $700 for a total amount of $1000 which appears to be an arbitrary number without any explanation. Any of our concerns and efforts to convey our expectations for a full refund don't seem to have been considered. The e-mail we sent on August 27 regarding these concerns and reiterating why $1000 was not acceptable to us went unanswered. Since then we have also attempted to make contact with [redacted]'s EVP of Field Operations.Desired Settlement: The remaining balance of the u-box shipping cost of $343.00 for a total refund of $1343.00.

Business

Response:

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

Our records indicate a supplemental refund for the remaining balance of $343 was issued back to Mr. [redacted]’s [redacted] account as requested. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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.

Prior to this response from [redacted] through Revdex.com, I wrote an email to Revdex.com which indicated that the matter had been resolved by [redacted] and that we considered the matter closed.

Regards,

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Description: Convenience Stores

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

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