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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 went to Uhaul to have a Hitch put on my car. They tried to install the hitch, but it was the wrong hitch. During the installation they cut a large notch out of the rear valance(bottom of the bumper) of my 2003 Jetta. The manager was no help and made no attempt to fix my car. So I filed a claim with Uhaul. They wanted an estimate, so I went to the VW dealer and got one. After Uhaul received the estimate they said it was not detailed enough. So I went to a body shop and got another estimate. Then they said I would have to pay to get it done and then they might reimburse me. They are just giving me the run around. I don't trust them, and I am tired of being lied to. I feel that Uhaul damaged my car and does not want to pay to fix it.

Product_Or_Service: hitch installation

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like them to pay me for the damage they did to my car.

Business

Response:

December 27, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Shawn McWilliams, our

Executive Assistant for the U-Haul Company of Northern CO, followed

up on the information Mr. [redacted] provided. She sent him an email

offering her apology for the inconvenience he experienced and

specifically addressed his concerns regarding the hitch installation.

Please see email below:

Good day Mr. [redacted], I first would

like to apologize for the inconvenience regarding your hitch install.

We have reviewed your concerns with the manager of the location, the

clerk at the main office that investigated your claim as well as the

marketing company president. We have validated the following: You

told the manager Mark Keen, that you originally had decided to

install the hitch yourself. After you got it home it didn't look like

anything that you did research on. You made a reservation

(reservation number [redacted]) to have this installed at the location

7540 York St. , when you arrived at the location they started to

install the hitch according to the instructions , at this time the

hitch was not the correct one. Because of the this type of vehicle,

it takes a different kind of hitch than the one recommended on line.

The general manager ordered the correct one and he had offered to

give you a 10 % discount for the inconvenience. When you returned you

asked for a discount again and general manger still offered you 10%

off and let you know that was all he could to do. At that time you

said that we should pay for the entire hitch installment or the

damage done to your car even though it was a necessary step in the

install . The manager explained that he would not pay to repair your

vehicle because you had them start installing the hitch, and in mid

process you had decided to changed your mind. After starting an

install, we cannot stop the process without having done the necessary

prep work to the vehicle to install a hitch. We are still able to

have the hitch installed at the location 7540 York St., or any other

location that you would prefer. we received your initial complaint

and addressed it with in 24 hours. You have spoke with Susie out of

the Marketing Company and she asked for the repair estimates and we

have received the estimate's from two locations regarding your repair

to your vehicle and received an invoice but most of it was blacked

out and we needed a detailed estimate to show actual damage other

than what was necessary to install the hitch you asked to have

installed. The 1st estimate from 'North Valley Volkswagon, and the

2nd estimate from 'Competitions Choice Collision &; Paint LLL.C.

We need to see if these companies or any other would install the

hitch and all if there was a repair needed to the facia in order to

install a hitch properly. She offered on 12/5/12 to get you scheduled

for your hitch to be done but you stated to her you thought it should

be done for free. If so we would be happy to pay for the repair if

the adjustment would not have been necessary for installation. We are

still willing to install the hitch for you at a 10% discount for the

parts and labor if you decide to have it done. Sincerely, Shawn Marie

McWilliams Executive Assistant for 722 Marketing Company U-Haul of

Northern Colorado.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: I rented a van for moving items from [redacted],** to [redacted],**. I asked to be able to return the vehicle to a location close to [redacted],**. there wasn't a close location in [redacted] only in [redacted]. however the clerk wrote up the rental to return to [redacted],**. I was charged double mileage and the inconvenience of having to return to [redacted]. to make matters worse their customer service at u haul headquarters was completely belligerent and refused to make any accommodations.Desired Settlement: only be charged the one way rental fee.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained the charges to him. She assured him he was provided the lowest and best rate. She explained the one-way rate for a cargo van to [redacted] would have been a total of $149.35, which is $7.09 more than what he paid. Mr. [redacted] stated he would like to pay the remaining balance of his rental and will call our Collections Department to make payment.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 rented a U-haul 26' rental truck from 9/28-9/29. It was not working road or rental sound. The truck had no working emergency brake and no working headlights, which was not discovered until after vehicle inspection and vehicle rental was already in use by myself. Was trying to move 2nd and last load after dark and was unable to complete move due to non working headlights, which I discovered did not work until after dark and offices were closed. Had to postpone moving, lost work due to move and other person also lost work and had to complete move on the next day entirely. I was not able to go to school, my kids were not able to go to school and the other person and I were unable to go to work as all household items were packed in a truck we couldn't move due to non-working lights. The truck itself was not road safe and should not have ever been rented out. Also, engine was needing repairs and had not been maintained, I learned, only after returning truck to rental location. Also, upon trying to call roadside assistance, no answer and they did not return my call that night nor for 2 business days. At which time I informed them they were a bit late and not needed further.Desired Settlement: refund of original rental and reimburse for lost wages of myself and other person that lost work due to malfunctioning truck rental. Total; $88.77 rental and lost wages for myself, $150.00. For other person whom was affected:$250.00. total:refund to credit card, original billing of truck rental. Check for lost wages $400.00

Business

Response:

October 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] regional office, followed up on the information Ms[redacted]provided. A refund for $94.57 was issued back to her [redacted]a account as an adjustment on her rental and should post on her next credit card statement. We also researched calls into our Emergency Road Assistance line and could not confirm a call from Ms[redacted] As with anything mechanical, when a problem arise it will be when in use. Please be advised that U-Haul is a do-it-yourself moving company, therefore we cannot be responsible for personal commitments.

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 bought a uhaul truck from the uhaul location in [redacted] in October of 2012. They told me they would mail me the plates but I have never received them. I've tried calling many times, left messages and no one ever returns my call. This last time I called I was told the manager was in, then transfer, then magically my call was disconnected. Then when I called right back the manager was no longer there...sounds like they disconnected me on purpose. I need those plates to use the truck for my business, this is costing me money. And they could care less.Desired Settlement: I want the plates for the truck ASAP. Alternatively they can refund me the entire cost of the truck for having the worst customer service EVER.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and addressed her concerns. She explained that there was a misunderstanding and since Ms. [redacted] had requested to have the title signed over to her and mailed to her directly, we were not able to provide the registration and plates. She also advised Ms. [redacted] she had issued her a check for $165.00 to cover the temporary registration fee and DMV registration fees. She should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I opted to use U-Haul's U-Box services for my move from St. Louis to Boston. I placed an order for 2 boxes, as they suggested, but I only needed one. I spent 40 minutes on the phone with the local representative on May 18th to make sure that this was understood, and that I would be charged the lesser amount for shipping. I checked my bank account on Friday, May 24th to discover that U-Haul overcharged my by $799, leaving me $26 in my bank account for a holiday weekend, and my last weekend in town with my friends and family. I spoke with local representatives on Friday, and they assured me that they would facilitate the refund that day. They did not. I spoke with them again today, May 28th, and they said that it was my and my banks problem now, and that they had done their jobs. I finally spoke with someone in national customer services after posting a complaint on their Facebook page, and they said that it would take 3-7 days to return my money. This leaves me with almost no money in my account days before I move across the country. I won't be able to pay my rent when I arrive. I had to put a hold on my life insurance payment. I won't even have the money in my account to pay the delivery fee to U-Haul for dropping off my box. Little to no sympathy or sorrow was expressed by U-Haul employees, and no solutions offered. In my opinion they owe my much more than the $799.

Product_Or_Service: MovingDesired Settlement: DesiredSettlementID: No settlement requested - for

I don't think anything else can be done, but I can't be the only person this happens to since they recommend everyone start with two boxes. These business practices hurt people who are already dealing with the many difficult and expensive issues involved in moving.

Review: We rented a truck from U-Haul on 8/31/13 (contract #[redacted]). They charged our debit card $75.98 on 9/3/13, then refunded it on 9/3/13 then proceeded to take it out again on 9/5/13 and to date it has never been put back on our card since 9/5/13. We were supposed to pay $103 for the truck. Then a 2nd charge went on our card in the amount of $133.16. This charge has been taken off and put back on at least half a dozen times. Most recently it was taken off the card on 9/13/13 (didn’t have it all weekend) and was put back on very late on 9/16/13 early 9/17/13. We assumed the problem has been fixed since we spent half the day on the phone trying to have it resolved.

On 9/17/13 I paid a few bills. Early morning (about 4amET) on 9/18/13 I checked our account and saw where U-Haul had once AGAIN taken out the $133.16. This time causing me to overdraw on 3 different charges. I had to take a loan out thru my back to avoid $108 in overdraft charges. The fee for this loan is $14.00. I have called so many people at U-Haul and have gotten nowhere. I have a 10 week old son who can’t wait for U-Haul to call me back when they feel like it. I live pay check to pay check and this double charge that I NEVER authorized is causing me to have to choose what bills get paid and which ones don’t.Desired Settlement: I want the $75.98 charge, the $133.16 charge and the $14.00 fee ($223.14 total) I am having to pay my bank to avoid overdraft charges refunded/paid and for them to leave my account alone. If they take to long to fix this problem then they will need to pay any late fees I end up getting on account I can't pay some bills because they have $223 of my money tied up.

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our President for the Southern AL regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $232.14 back to their Visa account. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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: My family and I reserved a 6x12 enclosed U Haul trailer around April 24th,2013 at Tinley-Tee Tire Co. 2020 S Columbus Rd in Deming, NM. We reserved the trailer for May 3rd to move everything we own across the country to our new home in Selma, IN. U Haul called us two days before time to leave, 5/1/13, to tell us they didn't have an enclosed trailer for us!! They said all they had was an open 6x9 trailer or an enclosed 4x8 trailer. I was EXTREMELY upset, I knew we would have to leave behind a lot of our belongings, including our couch (which we did). I told them to give us the 6x9 and we would buy a tarp and ratchet straps and hope for the best. I was advised by the customer service agent that I would receive a discount, the trailer would only cost $218. We arrived at Tinley -Tee Tire Co. on 5/3/13 to pick up the open trailer, and I advised the attendant that waited on us that our rate was to be $218. He said okay and asked if we wanted insurance to which I replied "NO". We are disabled on a fixed income, we cannot afford insurance especially after having to spend money on a tarp and ratchet straps as well as gas for the trip. The attendant showed us the receipt we were to sign, which showed a charge of $314, and advised us we would not be charged the extra $96 once we returned the trailer to the Muncie location. He said it was preauthorized on my card, but would not be charged once we returned the trailer. So we signed the receipt then left with the trailer. When we arrived in Indiana, my husband returned the trailer to 2211 Martin Luther King, Jr. Boulevard in Muncie, IN. They told him that they didn't know what he was talking about, that we would be charged the full $314 ($337.55 with tax) with no money back. My husband became irate, the agent at the location gave him a customer service number to call, 800-528-0463. I spoke to a lady who apologized and advised me she would turn in my complaint to the area manager who would contact me within 72 hours. It has been 72 hours and no one has contacted me. I am VERY upset, we were counting on that $96 to buy food for my family in our new home. Now, not only did we lose many of our belongings, now we cannot buy food because this company has screwed us over in every way possible. All I'm asking for is the $96 back that I did NOT authorize to be taken from me!! I will NEVER use U Haul again as long as I live, this has been THE worst experience I've ever had with a company.Desired Settlement: I want the $96 returned to me that was promised by the attendant at Tinley-Tee, I'm not even asking for compensation for all of the items we had to leave behind due to this company's incompetence, I don't think this is unreasonable.

Business

Response:

May 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

A credit for the requested amount of $96 was issued back to [redacted]’s Master Card account, which 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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: On 28 September 2013, I rented 2 dollies from U-Haul, on 1 October, I was charged $14.66 twice for the same rental, it was then reversed. On 3 October I was charged $117.27 by the same company, I called them and they said I had not returned the dollies which is a lie, they reversed the charge 3 days later and stated they had made a mistake. On 8 October, they again charged my account $307.82 for no reasons since I had not done any businesses with them.

Product_Or_Service: Dollies

Order_Number: None

Account_Number: NoneDesired Settlement: DesiredSettlementID: Refund

That the charge for $307.82 be refunded immediately since it appears to me to be common practices. Additionally, other customers be warned about U-HAUL fraudulent practices.

Business

Response:

October 11, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $307.82 was issued back to Mr. [redacted]s [redacted]a account on October 9th. 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

Review: I rented a trailer for a one way move from BC to Alberta. after receiving the trailer, and being told it was in perfect condition and had been thouroughly checked out I noticed it was riding really hard, I took it to a service station to check the tires. we discovered that every single tire was grossly overinflated by over 100 psi, the tires are to have 32 psi, these all had over 130psi. I called the business I rented the trailer from. I was told this was the only trailer available, and as I had bought the roadside assistance insurance I would be fine if a tire went ,as roadside would come and replace the tire.

A tire did blow. we contacted haul at 11am. no one showed up until 330 pm.. we were only 20 miles from a major city which was also our destination. after being stranded for hours a repairman finally showed up. this young man had no idea how to use the jack, and therefore asked to use mine. I started to jack up the trailer with my jack as this person tried and could not figure out how to use my jack either. I then looked at his jack, it worked perfectly, so I taught this man how to use his own jack. Then he did not know how to hook up the air hose to the compressor. I taught him how to do this...he then needed me to install the new tire as he did not have the strength to lift it up himself.I basically did the whole tire change. Meanwhile nearly another hour and one half has passed.Due to these hours spent stranded on the road I missed being at work. I informed the agent when I first contacted haul at 11 am, that I had to be at the storage facility by a certain time as they are closed Sunday's and an agent was coming especially to meet us, I also informed the agent that I had yet to drive to Ft. St. John for work. I am a paramedic. I paid this roadside insurance fee only to have to do the work myself and use my own equipment. I have another trailer reserved for the end of this month, I contacted u haul customer service and opened a customer objection, I specifically requested a monetary refund for the first rental or that the next rental be free as a reimbursement for all the inconvenience, lost wages,and my labor. we did take photographs of the trailers tires, clearly showing the gross negligence of over inflation . contrary to the large warning labels cautioning this very thing as it will cause tires to explode. someone could have been killed..I am not seeking lost wages. it has been over 1 week since we both contacted u haul by email writing,and by phone...to date no one is responding or offering any compensation...our hope is that haul will prove to be a customer service based entity and look after their customersDesired Settlement: billing adjustment and a free rental or a discounted rental for the trailer reserved for jan 27-28 2015

Business

Response:

January 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our British Columbia Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Good morning Mr [redacted], As I stated in my last E-mail I was waiting to hear from all parties concerned as it does take some time to receive info from others as most of us work on the road. My resoulution to this situation is that You will be getting 25% of your rental returned to your credit card and refunded your hotel stay in which I will need the original receipt with contract # , the refrence id # and your address in which we will send you a cheque for that amount. In regards to your next rental I will be sending a vip of 75.00 to your email address which will be there in a few minutes after you receive this. 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,

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.

U haul has refunded us 85$ and sent us a 75$ coupon. Although appreciated we strongly feel that this is inadequate given the rentals fees paid by us equal approximately 700$ with both rentals. I lost over 300$ in wages. we were stranded for almost 5 hours. PLus I had to do most of the repair myself and use my own jack..not to mention the gross negligence of the tires being Dangerously overinflated. We do have pictures of the overinflated tires that were taken at the service garage, as well as pictures of the blow out. it was our sincere hope that Uhaul would make a real effort to compensate us and not this pittance that is somewhat insulting...We feel that at least half of our rental, plus the insurance fee from the first rental should be refunded to us..

Regards,

Review: Hi,

After using the U-Haul services I was asked by an employee at the store to submit a compliment of their services online. Little did I know my name would be published online. Your company has published my name online WITHOUT my permission. Had I known my name would have been published online with my comment, I would have not given my name. There was no description at the comment site that my name would be published online. I have asked repeatedly over the past couple of years that this be removed from the internet. I want my name REMOVED from your website. I sent an email on November 11, 2013 requesting my name be deleted from your company's website but NO ONE ANSWERED to my message. Here it was below:

Hi We* Feedback,

I really want my name removed from your site!

Whenever I had filled out the compliments form, I had no idea it would be published online. That detail was not disclosed. I would like my comment and my name removed, please. Looking forward to your response.

Here is my comment:

[redacted] on 2/8/2011

Rating: 5 out of 5 stars

Please check [redacted] for my thorough review as it exceeds the maximum 200 character limit here. Kind Regards, [redacted]Desired Settlement: I WANT MY NAME REMOVED FROM YOUR WEBSITE AND FROM YOUR COMPANY. HERE IS THE LINK TO WHERE IT CAN BE FOUND: [redacted]

Business

Response:

February 26, 2014

BB* ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted our We* Team and was informed Ms. [redacted]’s name and comment have been deleted.

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.

Hi, My name still appears here: [redacted]

if this site is not associated with UHaul it doesn't matter because it was through UHual that it was able to acquire my name without permission.

Please remove it. I cannot accept business response until my name is totally removed from all things Uhaul-related.

Reviews for U-Haul Moving & Storage at S Capitol St SW - eMove

Regards,

Business

Response:

March 3, 2014

BB* ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Customer Advocate-Program Manager advised me Ms. [redacted]’s name was removed from her review that she had submitted herself. Only the first name and last initial appear, which were automatically generated when she created the review. We are in compliance with her request since her name has been removed.

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 shady business practices!! I was told by a chick name [redacted] that my late fees($20 late and $50 admin fee) would be waived if I signed up for auto pay. She promised my card wouldn't be charged until Monday when the manager [redacted] was around to waive the late fee. I trusted her and gave her my debit card number. Well she charged my card for the full amount the same or the next day! I was LIVID!!! When I contacted [redacted] that Monday he totally understood why I was angry and said he would put the difference back on my debit card. He never did it, so I had to follow up with him. I got the run around! Later I was told to contact [redacted] because he was the only one how had the authority to remove the admin fee on my account. [redacted] was rude and very unprofessional. As if I was bothering him with my concern. It was never addressed! sDesired Settlement: I want the $70 refunded to me asap!!!

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our GM at our U-Haul Moving and Storage at [redacted]., followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but the call went directly to her voicemail. He left a message explaining he issued her a refund for $70 as requested. She should receive the check for $70 within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: HelloUpon returning the truck to the U-haul place I found out I was only to fill the fuel tank half full, but I filled it all the way full, costing me $75 extra dollars. I was never told of this before renting the truck or any other time I spoke to the owner. Not to mention they lost my reservation for the truck. This Uhaul place has no scruples!! I asked for my money back for the gas I put in. The owner promised to call me after speaking with their regional director but he never did. Please help me get a refund for the $75 dollars of gas I put in. Thank you.[redacted]

Product_Or_Service: Uhaul Truck RentalDesired Settlement: DesiredSettlementID: Refund

Please help me get a refund for the $75 dollars of gas I put in. Thank you[redacted]

Business

Response:

August 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office followed up on the information [redacted] provided and advised our office [redacted] was contacted. Please be advised that our fuel policy is listed on the Rental Contract [redacted] signed and states we do not reimburse for extra fuel put in the truck. A refund, however, for the full amount of the rental, or $67.27, was issued back to [redacted]’s [redacted] account as an adjustment on her rental.

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

Sincerely,

Executive Assistant

U-Haul International

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: On March 19, 2013 my wife has made a reservation online for a truck to be picked up at Water Mart (Nepean) on Friday, March 22, 2013 at 4:00 PM. I picked up the truck on March 22, 2013 at 4:00 PM, provided my drivers licence and credit card. There was a problem starting the truck, the battery was almost drained, but the truck has started. An hour later I went to U-Haul storage at 2720 Queensview Dr, Ottawa, ON K2B1A5 to get a 24 hour access code to my belongings. I wanted to load the truck first with furniture home and then return to the storage to pick up the rest. Almost at 10.00 pm I finished loading the truck and was ready to go to pick up the rest, but the truck could not start because the battery was very low. I called the roadside assistance, the representative told me that she can not send anybody to help and that I should try to fix the problem myself. I had no other option but to call to the local taxi to ask for a boost. The driver gave me a receipt and the copy of which later has been provided to the rental location. The representative at roadside assistance said that all the expenses associated with this breakdown will be refunded back and that I should not be worried about rental time and can keep the truck as long as I need next day. The amount I have paid boosting is $ 25 CAD. The time when I arrived to the storage location was 1.00 am. The access code I have been provided earlier did not work (I am assuming that I has simply expired). I called again to the 24 hours assistance line, lady told me that she has tried to reach managers, etc.and she could not. I decided to continue with moving bacause all this time I had to pay movers who helped me to move. I finished moving at 4 am. At 7 am next morning I had to go again to the storage to pick up the rest. Note that I had to pay extra for mileage and gas. The truck was returned to rental location on March 23, 2013 at 11.00 am. The next day I have blocked my credit card until charges are disputed and I make sure that I will be charged the right amount. I called U-Haul customer service on March 27, 2013 (8 days ago) to discuss the situation and asked for the refund. CSR said that someone from the management will follow up the case and contact me ASAP. No one has called neither me, neither my wife. The estimated amount for that rental was $60 CAD. I was charged: $ 125.68 CAD + additional $25 CAD for boosting U-Haul Cr: 31758771 (Natallia Sabo) Contract number: 29160697 I was charged for 17' Truck (EL8352K) (2 days @ $29.95) = $59.90 instead od 29.95 for 1 day Mileage Charge (69.30 miles @ $1.11) = $76.92 - I had to drive almost twise more than expected because of the truck breakdown and inability to access the U-Haul storage Environmental Fee - $1.00 I was charged $60.06 at the time of pick up Tax - $17.92 Gas - $ 80 LATE PAYMENT SERVICE FEE -$30.00 The total amount I was charged: 185.74 Additional amount I have paid for the gas: $80 and boosting $25 Total amount spent: 290.74 I have tried to contact customer service several time to give me an update which they failed to do. The only conclusion I can make is that CSR have not been professionally trained. Will never use service again in the future. P.S. Moved from postal code: [redacted] to [redacted], total distance is 15 kms according to the google map.Desired Settlement: I want to company to: 1. Refund $ 29.95 charged extra for the second day of rental. Supposed to be charged for 1 day. CSR at roadside assistance advised that will not be charged for the second day. She has made a notice about this in the interaction management/tracking system. 2. $30 late fee. 3. $ 25 I have paid for boosting the truck (this is a responsibility of U-Haul to keep their truck in an appropriate condition) 4. Decrease the amount charged for mileage by half.

Business

Response:

April 8, 2013

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

Mr. Joe Gagliano, our Executive Assistant for the U-Haul Company of Western Quebec, followed up on the information Mr. [redacted] provided. He informed our office he contacted our collections department and had $33.84 deducted from the bill.

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:

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

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

Regards,

Review: I reserved a 17' truck, appliance dolly, and utility dolly on June 8 (master order number [redacted]), a week in advance of my move date. The day before my move, I received a call from Uhaul stating I would be receiving none of the items I reserved. In order to rent the truck, I would need to drive 30 miles away to a different county and pick up the truck at a cheap motel on the side of the highway. When I called the new location to change the pick-up time since I now had to drive an extra 30 miles, I was made aware there were no dollies available at this location, even though my new email confirmation from Uhaul stated that all items I ordered were "scheduled and guaranteed" for pickup. I called back the Uhaul rep who changed my order and requested a location nearby where I could pick up dollies. She was unable to locate any dollies in my local area, even though Uhaul.com lists several rental locations nearby. My husband ended up picking up one dolly in his vehicle in Raleigh (approximately 90 miles away from our location) and the Uhaul store there set him up with a one-way rental and a drop off location near our new address. We thought this was finally the first time Uhaul had been helpful and professional throughout this entire process, until we loaded the dolly up in our own vehicle to return it and discovered the return location Uhaul had selected was closed the entire day as it was Sunday. I called ###-###-#### and explained our experience to a Uhaul customer service representative on June 23 at 11:22am. I was assured my complaint would be forwarded to the regional director and that I would be contacted promptly within 24-48 hours. It has been 13 days and I have heard from no one.Desired Settlement: I would like a full refund in the amount of $147.14 regarding contract #[redacted] and contract #[redacted]

Business

Response:

July 15, 2012

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

[redacted], our Executive Assistant for the U-Haul Company of Central North Carolina, followed up on the information Mrs. [redacted] provided. She informed our office she left a message for Mrs. [redacted] advising her of a credit for $147.14 as requested back to her Visa 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,

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 rented a truck 1/31/2015 and purchased roadside assistance insurance which cost me 43.00 dollars.in the process of moving thier was an incident. where the truck became wedge in between the street and drive way...the excle was off the ground.which caused me to become stuck..when I called roadside assistance they stated tow was not included in insurance..which I was not advised of when insurance was purchased..I called the company and they told me to call roadside back..I called several times and finally got with a rep who told me they could not help.I called the store back and a agent told me they dealt with this before,and they would make a promisory note to advide additional charges ,until the truck was recieved..after being told I would be contacted once the truck was picked up from the pound to review the additional charges...I didnt find out the truck was recieved.. until the card I had on file for the previous purchase was debit without my knowledge for $504.57. I didnt authorized this transaction! im extreamlly upset and want my money back..please help me. thanks

Product_Or_Service: U-HAUL TRUCKDesired Settlement: DesiredSettlementID: Refund

I would like to recieve the amount debit from my bank account without my authorization 504.57.. due to me not knowing if the truck need towing, it would not be covered under roadside assistance I purchased..I paid 43.00 for the insurance.and I fell like I was cheated and fruad! they could have told me what was included in roadside assistance.

Business

Response:

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that the issue Ms. [redacted] experienced is considered driver error. There was nothing mechanically wrong with the U-Haul equipment, therefore, the truck becoming "wedged in between the street and the driveway" is the customer’s responsibility along with any expense to get it towed out. Our Emergency Road Assistance advised Ms. [redacted] that she was responsible for the towing expense and our GM also relayed the tow bill would be added to her rental.

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

Sincerely,

Executive Assistant

U-Haul International

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 wasn't told that with purchasing roadside assistance towing wasn't includes. That's part of the main reason's, while peoples buy roadside assistance to prevent extra money out of pocket! If a emergency occur. After all it's a rental vehicle it should be covered. I've never Heard of a company that don't include roadside assistance without towing .And I wasn't told that if the truck hatch get stuck it was my fault! Uhaul is a scam company!

Regards,

Business

Response:

March 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we do provide towing if our truck experiences a mechanical breakdown. Getting the truck stuck is not a mechanical issue, but driver error, therefore, the towing would not be covered by U-Haul. Our GM at our U-Haul Moving and Storage at Rutledge advised our office Ms. [redacted] came to our Center the same evening the truck was retrieved from the impound lot with the original key to the truck. A new key had already been cut in order to retrieve the truck that morning. The truck was checked in upon return per company policy and impound fees were added. Our GM relayed that Ms. [redacted] stated she had no problem paying the fees and wanted to know the amount. A receipt was printed for her with the charges. She did not disputed the charges, however, she was upset that the charges were applied to her credit card. She walked out of our Center saying she would dispute the charges with her bank.

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: I have a compliant on the miles I was charged in compliance to what was recorded in your system. I believe I was over charged for the miles I drove. Whom ever logged my mileage either falsified my miles by mistake or entered the data incorrectly. I have documentation proving the total miles I drove while using using the truck I reserved. The total miles I drove including the miles leaving and returning to the location to where I picked the truck, was a total of 12.4 miles. They entered in their system stating I drove a total of 44 miles!?

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

to have my account accredited the right amount for the correct usage.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of North Shore Chicago, followed up on the information Mr. [redacted]provided. She informed our office a refund for $24.65 was issued back to his Visa account in the interest of customer good faith. 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

Review: U hall is not telling the truth.they have my credit card on file and over charged me, then took the truck and my things. I do not owe them any money. they never tried to contact me, only after I left three messages asking them to tell me what they did with my belongings .I attempted to contact them three times before they responded to me. After several days past they They left a message telling me that they had my things and I needed to come and get them I explained that I did not have a truck to pick my things this why I rented the U hall in the first place . They never offed me the option of renting it for one more day to unload my things. U-hall just told me to come and unload it right away our they would unload it into a a U hall storage. The storage was very far from my home witch made it even more difficult. They over charged me and lied to me. I kept in good contact with U hall I called U hall to let them know that I was late bringing the truck because I lost the keys. They gave me no assistance and told me it was my problem. I had to find a lock smith who could come out and make a key on my own which took time. I had to pay 600 dollars Just to have a key made. U hall could have assisted me with it . At that time U hall said they would renew my contract and allow me to bring the truck back on Tuesday. U hall lied to me and came and took the truck and charged me for the day they took it not allowing me to unload it. U hall damaged some of my things and several items are missing .Desired Settlement: I want compensation for my time, damaged and missing property. Also I want Help moving my thing s to my home.

Business

Response:

March 26, 2015Revdex.com ID#: [redacted], [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] recent information to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Ms. [redacted] recent objection. She relayed they gave Ms. [redacted] plenty of time to unload her belongings from the U-Haul truck until it became necessary for U-Haul to remove her belongings and free our truck. Ms. [redacted] also mentioned Ms. [redacted] had the entire ignition replaced in the U-Haul truck instead of just having a new key made, which is why she had the $600 expense. Please be advised that our decision in the matter remains the same.Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We rented a UHaul from Iowa City, Iowa on 09/28/2013. We originally were renting through another company but last minute they decided that they could not guarantee us our truck. We already had our house packed up and on the market, so we had to move by 10/01/2013. U-Haul quoted us almost double any other company and even the counter rep in Coralville, IA told us that it was the most expensive truck he had ever seen. I called the 1-800 number and they decreased the price a little because Budget was so much less. When we were called about the truck, the person on the phone kept saying how hard it was to get a truck and they had to go out of state for it. Esentially, it was our only choice.

The first mistake they made was renting us a tow dolly rather than a trailer for our vehicle. We ended up having to drive to another location to get that- and pay more money than quoted. Then, they forgot our appliance dolly despite charging us for it. The first thing we noticed upon having the truck at our house was how dirty it was. There was no way they cleaned it, and I spent my own time doing so. The windows were so filthy and full of hand and finger prints that I had to wash them, and there were cigarette butts all over the floor under the seats. I am sensitive to smoke and smells, and it made me sick having to be in that cab for 2 days smelling it. The driver side window trim was also missing so we had to drive with the sun visor covering it so that we could block the wind and loud sound. My husband actually temporarily lost hearing in his left ear because of it. It was literally so loud we had to yell just to talk to each other. They also lied about the gas milage. We were told about 10-12 mpg and peaked at 6 mpg. That crushed us because we budgeted our 2,000 mile trip and ended up spending double.

We had no choice but to keep the truck and drive it across the country, because it was made very clear to us that it was the only one available. We complained via phone and in person when turning it in. The issues were found and noted by the company, and we were told that we would be receiving a call regarding them. I got a call from "Robert" who is supposedly a field manager for U-Haul (number ###-###-####) a few days later. I called back immediately and had to leave a message with a receptionist. I left 4 more messages and even told him that I would file this complaint if he did not respond. Needless to say, it's been 6 months of me contacting him with no response so I am now forced to file.Desired Settlement: A full refund of $1948.79 and I will eat the ridiculous fuel costs I paid.

Business

Response:

February 19, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate Ms. [redacted] originally filed a Customer Action Form with Customer Service on October 5, 2013 regarding her rental that took place on September 28, 2013. A message was left for her on October 8th requesting a return call. We have documented on November 4th that Ms. [redacted] has not been able to call back due to a hospital issue. Ms. [redacted] mentioned she has spent six months trying to reach our Field Manager, however, her rental was not even quite 5 months ago. [redacted], our Area Field Manager for our Iowa regional office, confirmed there were no needed repairs to the truck surrounding Ms. [redacted]’s rental, nor did we find any breakdown calls. He issued a refund for $200 due to the missing dolly and for the dirty truck she was given. The refund was issued back to her Visa 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,

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 would first like to state that I can provide phone records of my calling and leaving messages. In fact, my first call back was the same day, and the one and only time that a message was left for me. The truck was absolutely faulty and whoever said that it was fine is just passing it off to the next over-paying customer. If you care to refund my money or issue me a credit, it can't be put back on my old card. I moved from Iowa to Oregon and that account was closed a while ago. Honestly, had it not been closed I would've disputed the charge rather than file a complaint. I would prefer a check to be mailed so that I can add it to my records.

Regards,

Business

Response:

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Randy Bowlby, our Area Field Manager for our Iowa regional office, reviewed the recent information Ms. [redacted] provided. He advised our office he went ahead and put in for a check to be sent Ms. [redacted] as she requested since her account is closed. We checked with our Credit Card Processing Department and although they show the refund was processed to the account, it can take up to 2 weeks for the bank to send the credit back to U-Haul. If the credit is not sent back we will need to debit the same account since we are sending her a check. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am very confused by your response. My account is and has been closed since November. How can you first off, credit a closed account. Secondly, how can you debit that same account? Am I waiting for you to get it back from the bank before the check is issued? If for some reason there's a delay or they don't refund it, will I get charged a NSF for the closed account? This doesn't sound right and I wish I would've been asked before the company did things to the closed account. I don't want to be held liable if the bank flags me because of all this.

Regards,

Review: On July 25, 2012, I rented a 17 foot UHaul truck from these people. It was a one way rental from Bowling Green, KY to Owensboro, KY. The salesperson went over the paperwork with me, explaining that the truck was starting with 1/2 tank of gas and that upon return, the fuel level needed to be at 1/2. I asked how I was supposed to know how much gas to put in the truck to bring it up to 1/2. She showed me a chart that was a part of my paperwork, that I was to use based on what the fuel gauge showed when I arrived at my destination. When I arrived in Owensboro, the gauge showed less than 1/8 of a tank. Using my chart, it showed I needed to pump 19 gallons of fuel to bring the tank back to 1/2. After pumping 15.989 gallons (at $3.399/gal or $30.00), I stopped, started the truck and it showed 3/4 tank of fuel on the gauge. I was very suprised. The 37 gallon tank read 1/2 when I started and 3/4 after pumping less than 16 gallons of fuel, and yet showed practically empty when I started fueling. I feel this was an intentional act to cheat me out of the extra $30.00 in gas. I took the truck to the drop off point, where the local UHaul guy noted the fuel level and gave me paperwork showing this. I told him what happened and he suggested I call them. I called the Bowling Green office and was told basically "tough", we don't refund for overage on fuel. True, the contract does say that, but I was merely going by what I was told to get the fuel level to the proper amount. They refused to credit me with the $30 even though it is all in writing that they knocked me off for an extra 9 gallons of fuel.Desired Settlement: I think my credit card should be credited for $30.00. They know the fuel level was 9 gallons more than the agreed amount.

Business

Response:

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

Theresa Jackson the Executive Assistant in our Madison, TN Regional Office spoke to Mr. [redacted] and informed him she would credit $30 to his credit card for the over fueling of the truck. The credit will appear on Mr. [redacted]' 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 was billed for services that I am not responsible to pay. I had sent 2 letters to them stating that they were not to bill me or use my credit card. I also called them and talked to the manager directly. The posting dates were 12/15 2013 for $446.40 and 1/31/14 for 193.20.Desired Settlement: DesiredSettlementID: Refund

credit memo needs to be issued for the billing.

Business

Response:

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding [redacted] concerns to our office.

[redacted], our Field Manager for our Southern Washington regional office, followed up on the information [redacted] provided. She advised our office that on the morning of January 31, 2014 she received a call from [redacted] stating his credit card was being used on a storage account and requested a refund. [redacted] relayed that his name was not on the contract and she could not provide him with any information on the account. She requested the person on the storage account, [redacted], call her. [redacted] stated he would not do this, he would take other measures and disconnected the call.

[redacted] added that currently [redacted] is delinquent on her storage account and has a balance of $599.60 owed. The credit card on file is being declined and an auction notification letter was sent. An auction of the storage unit is set for June. [redacted] should contact [redacted] in regards to her storage account and to address the credit card issue. She can be reached toll free at ###-###-#### or direct at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

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.

Two letters were sent to U-Haul identifying myself as the credit card holder and that U-Haul usage of the credit card was not authorized fpr the disputed charges.

I am not a party to the contract with U-Haul.

Regards,

Business

Response:

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#; [redacted]

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

[redacted], our Executive Assistant for our Southern Washington Regional Office, reviewed the information [redacted] provided. She relayed that [redacted] has been advised multiple times, since his name is not on the rental agreement, we are unable to discuss the storage account with him. We have attempted to reach our customer, [redacted], but have been unsuccessful. [redacted] our Field Manager, also asked [redacted] to have [redacted] contact us to discuss the situation, however he refused. At this point we are still unable to provide [redacted] with any information on the storage account. [redacted] mentioned that the storage unit in question is due to be auctioned on October 7, 2014.

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

Sincerely,

Executive Assistant

U-Haul International

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Description: Convenience Stores

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

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