Complaints

This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  U-Haul International Inc

  All Locations Phoenix, AZ 85004

  
• 

  U-Haul International Inc

  2727 N Central Ave Phoenix, AZ 85004-1120

  
• 

  U-Haul International Inc

  PO Box 21502 Phoenix, AZ 85036-1502

  
• 

  U-Haul International Inc

  16226 N 32nd St Phoenix, AZ 85032-3101

  
• 

  U-Haul International Inc

  3650 N Meadowbrook Rd Peoria, IL 61604-1264

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a text message from an AZ area code that I initially assumed was a scam until I looked into it. It was offering possible compensation to tow a trailer on my Uhaul truck rental(scheduled for tomorrow) from one location to another. I called the number and spoke to a man who initially offered me $50 to pick up a trailer from a location close to my pickup location and tow it to another location for them. He couldn't guarantee the location for the drop off when I asked but promised it would be within 5 miles of the dropoff. He upped the offer to $150 which I agreed to. After getting off the phone, I rearranged my day to accommodate for the extra time to pick up and deliver the trailer. Almost an hour later I received a text message saying that the trailer was no longer available and all orders were fulfilled. This was a waste of my time today and having to rearrange my schedule on the pickup day. I believe that they likely found someone to do it for less and rescinded the offer after agreeing to it.

  

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  BBB ID: ********
  ********************** Ref: 5341367
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************** *******, our Manager with U-Box Equipment Distribution,followed up on the information Mr. ****** provided and sent him the following email in response:
  *****, I have attempted to contact you by phone to discuss the concerns you addressed in your complaint.Customer service and improving our program are a top priority for us. Please contact me by any of the methods listed below so we can properly address and resolve your concerns. I look forward to hearing from you. Please let me know if you have any questions. Thank you, ***** ******* U-Box Equipment Distribution Manager Phone: *****************************
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IM needing someone help me to solve a problem im having with a field supervisor of a uhaul company and her blocking me from renting uhaul knowing i live in a rural area and its the only trucks we can rent im disabled and my mother just passed away and im trying to get things done and it requires getting a moving truck and she knows this and now she has dug up an old bill from 2019 that I have proof I paid and Ive rented multiple times since then and now she has used it to flag my account and I reported her behavior to another supervisor and this woman will call me and start getting very ugly with me and I have a text message with her talking to me very ugly and Im a paying customer and one that uses their business several times a year and she has caused me to miss 3 reservations in two days I have to walk in the rain to get there and her have them tell me Im not able to get after I made after hour reservation and she told them to tell me I had to rent the uhaul for 2 day mini and then I rebooked at another location and she made the e alert in the system so they will call her before renting to me and I havent did anything for them to do this she said I have to go when someone is there well she is treating me differently for no reason when I speak to the other supervisor And was told she had no right to talk to me that way and they apologized but she continues to call me and harass me looking to start an argument with me and I keep saying I dont want to argue with you but she will say her part and Im going to explain myself to her to let her know why I did whatever shes complaining about I feel she calls me she wants to know but no its to make threats to me to let me know she is over the two locations in my area and she dont care if I go out of town well I cant drive two Vehicles back and I dont have any family here to drive one vehicle back need to get my stuff moved I have lost money with hiring movers different times because of this and theres more

  

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5341233
  
  Dear Ms. ********************* you for your concern for our customer Ms. ****************** eAlert Department contacted Ms. ****** and addressed her concerns. Ms. ****** has been removed from eAlert and is able to do business with U-Haul.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International
  

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a U-Haul truck and purchased ****************** coverage for protection against accidental damage.The truck became stuck on my property, and I contacted U-Haul roadside assistance for professional help. Over the phone, a U-Haul representative informed me the towing charge would be $450, which I promptly paid separately with a different card. U-Haul dispatched a tow company to recover the vehicle. During the recovery process, the first tow provider caused damage to the vehicle and was unsuccessful in towing the truck. The next day, U-Haul sent another tow company that was successful in towing the vehicle with no mention of additional charges. U-Haul later sent me an invoice for a charge of $4,900, labeling it as towing on the invoice. I contacted the company to dispute this charge and was told during my phone conversation that the situation would be reviewed and that I would be contacted before any further action or billing occurred. I was never contacted, and the $4,900 charge was applied without notice or documentation. This charge was not explained, not agreed to, and appears to be a duplicate.I have attempted to follow up with U-Haul multiple times, but they have been unresponsive and difficult to reach. Given the fact that I purchased insurance, that I already paid the quoted tow fee, and that the damage occurred during recovery by their contracted tow provider, I believe this charge is both unfair and deceptive.

  

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5297324
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************* *******, our President for our ************************* followed up on the information Mr. ******* provided.  He informed our office he reviewed the phone calls with out ****************************** and confirmed Mr. ******* was quoted $450 to wench the truck out of his backyard. Mr. ******* left a message for Mr. ******* and explained a refund would be issued back to his **** account as an adjustment on his rental.  The refund can take 5 business days to post to his credit card.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In short, on or about 4/20/2025 while driving in a uhaul rental, my trailer tire went on fire. I waited on the side of the road for 8 hours to be assisted. I was repaired and sent on my way only to have to pull over two exits later as the wheel in same area was beginning to separate from the trailer. I waited another almost 7 hours on the side of an intense interstate (I-95) waiting for help. Less than one exit after the treacherous ordeal of helping to attach a new trailer on the side of a major highway, one of the straps came loose on the truck. Any one of these ordeals would have been well within acceptable ranges as accidental. However, my disregarded safety on multiple occasions combined with maintaining my composure throughout all of these failures during the 15 hours of waiting time on top of the two months of regular phone calls require significant compensation. As a 13 year customer of ******************************************* and a regular user or ******************** products, I am seeking a full refund of the trailer and the truck. I am shocked by this situation as many seem to be over the phone. And while steps have been taken...they have not been communicated. I have been in contact with dozens of representatives. Notably, I spoke with CEO, *** *****, who knowing my wishes assured me this would be "handled". To date, I have been refunded the full amount for the trailer and half the amount for the truck. I was assured the refund would be in full from ****** (sp) from Uhaul ************* on 6/9/2025. The main person handling the refunds seems to be ***** ***** @ ************** My final contact was **** / Uhaul President of Marketing for Florida @ **************. None of these U Haul contacts return their calls. The insurance company associated with U-haul only forwarded us back to corporate for solutions so here we are. We have exhausted much of our resources and effort in trying get the rest of the monies refunded in house but it has been an uphill battle with little communication.

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5254968
  
  Dear Mr. ********************* you for your concern for our customer Mr. ***************** *****, our President for our ***************************** followed up on the information Mr. **** provided.  She informed our office she left Mr. **** a message requesting a return call.  She also relayed she refunded the remaining balance on his truck rental in the amount of $1,088.53 back to his Master Card account. The refund can take 5 business days to post to his credit card.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

  Customer Answer

  Date: 06/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ****
  
   
  

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 30 2025 I rented a moving truck from uhaul I requested a 20" but was given a 26" truck they overcharged me and told me it was the type of card I used, I noticed the truck was infested with ants in the front the truck wouldn't go over 50 miles per hour it was bad on gas! This was such an inconvience I reached out to area managers and they were rude refusing to refund me my money,I also rented a auto transporter which I had to go out of my way to get the auto transporter wouldn't and couldn't secure my car it had no tail lights and I recieved a ticket.I have video of the ants in the truck but the file is to big to upload

  

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5318167
  
  Dear Ms. ********************* you for your concern for our customer Ms. ***************** *******, our Executive Assistant for our ********************************** followed up on the information Ms. ***** provided.  She informed our office she contacted Ms. ***** and advised her of a full refund in the amount of $293.70 that she issued back to her **** account as an adjustment on her rental.  The refund can take 5 business days to post to her credit card.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 7th at 11 am I had reserve a 20 foot truck rental and choose counter. I got there and there was only one guy inside and he was making everyone use the self checkout because there was so many people there waiting. When I got there he said there was 4 ahead of me. When I left there was over 9 people waiting. Where is the help? He wasn't checking anyone in unless he really had to. He just walked around. There is no reason why he wasn't checking people in and having others self check in. To say I am disappointed in this location is a under statement. The site to self check in wasn't even working right for me and he wasn't much of help and after 45 mins of trying to self check in he checked me in himself in mins. I lost an hour of time from the time I got there ( got there around 10:45 ) to I was checked in and that doesn't count the time to take pictures of the truck and confirm everything on the app./ site. So my appointment was 11, I pulled out at 11:50. I had a 24 hour rental. My paperwork said return time 11am. That is not a 24 hour rental. That is a 23 hour rental. It took your staff an hour to check me out. My leave time should be my return time. Not lose an hour. I was to be somewhere at noon and was late because of Uhaul. When I returned the next day, I had to wait around 20 mins. to get someone to check me in. Two people in front of me got checked in and the person checking in, left and made me wait. Some women came out of the office, started walking by me when I asked if anyone was going to check me in, keep in mind, it is now 10 mins to my return time. I was told to wait. Some guy did come over and checked me in mins within my return time. They almost made me check in late which would have cost me more money. This whole check in and out time is ridiculous. And while the truck ran fine, it was full of damage. I just find these waits and unwillingness to check people in as unprofessional.

  

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  BBB ID: ********
  ********************** Ref: 5333572
  
  Dear Ms. ********************* you for your concern for our customer Mr. ****************** *******, our President for our *************************** followed up on the information Mr. ***** provided.  He assured our office he will discuss the information Mr. ***** experienced with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.  As we value Mr. ***** as a customer, ********** sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 
  
  Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units and U-Box containers.  We sell permanent hitches, boxes, packing supplies and propane, in addition to many other items.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 16, 2025, I paid U-Haul $521.15 (Contract #********) for a hitch installation explicitly required for e-bike transport. I was told by **** ******* that *********************** had the necessary equipment. Instead, the install was performed at U-Haul of *************** by **** ******* (her spouse), who was unaware of any e-bike requirements. This violated the service terms and damaged my vehicle.On May 19, I formally requested that all communications occur in writing only, due to a disability protected under the *** ***** #*******). U-Haul ignored this accommodation and continued calling and leaving voicemails. When I raised these violations, I received misleading and contradictory responsesincluding a false claim that my contract did not exist, which was later admitted to be untrue.I submitted two legal demand letters (May 30 and May 31) with a 10-business-day deadline and clear evidence of violations under Michigan Consumer Protection Act (MCL *******) and Title III of the **** As of June 8, no response was received.I have filed with the *** (Report #*********) and ************************** I am seeking:Full refund of $521.15 Reimbursement for vehicle damage Acknowledgment of the *** violation Immediate corrective action U-Hauls continued non-responsiveness violates both their accreditation standards and applicable consumer protection law.

  

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  BBB ID: ********
  ********************** Ref: 5299884
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************* *******, our President for our Eastern ************************* followed up on the information Mr. ***** provided and sent him the following email in response:
  Mr. *****, In efforts to resolve your concerns, we will remove the hitch from your vehicle and issue a full refund. Please confirm your earliest availability so we can schedule the removal. Once the removal is completed your refund will be processed, please be advised that your bank may take 5-7 business days to reflect the refund in your account. I apologize the install did not meet your expectations and hope that if the need should ever arise, you will consider U-Haul for your moving and storage needs. Thank you 
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/21/2025, I rented a trailer from the U-haul center in ****** for the purpose of towing a car. The unit was due back the next day 3/22/2025. Since I was finished using earlier than I had previously anticipated, I returned the trailer on the same date as pick-up, rather than waiting till the next day.Upon my return, I pulled into the designated return area, and the employee who was supposed to check in the equipment stated that he was cleaning a van at the time, so he asked that I drive to the back of the building, leave the trailer anywhere back there and he would check it in when he was finished cleaning the van and send me a receipt via email. I did as he requested and on the way out, I stopped to let him know the general area where it was left. Again, he reiterated that he would go check it in when he was finished and email the receipt.The next day 03/22/2025, I received my receipt via email and noticed that there was a $20 after hour return fee applied. I called and spoke to a lady named ****** who stated that she was the store manager. She stated that she would speak to the employee to find out what happened and would call me back. Several hours went by with no call back, so I called again. ****** stated that she did verify with that employee that the unit was returned when I said that it was, however, since she had already closed out the ticket, I would be receiving a refund check from U-Haul's corporate office. I asked why can't they just apply a credit back to my card, but she said they couldn't, since she had already put in a check request. Therefore, I would have to wait for a refund check to come in the mail.Well, to date, I have not received that refund check, so I am seeking your assistance to help with a resolution.Thanks.****** ******

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5332026
  
  Dear Ms. ********************* you for your concern for our customer Mr. **************** refund for $20.63 was issued back to Mr. ******* **** account ending in 5084 and can take 5 business days to post to his credit card.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary:I was charged $1,736.10 by U-Haul for alleged damage to a 26-ft rental truck that I did not cause and was not informed about until the charge appeared on my card.Details:I rented a 26-ft truck (Contract #********) and returned it on June 2, 2025. Midway through our trip, we noticed the rubber grille cover was partially hanging off, likely due to normal road vibration. It remained partially attached, and we returned the truck in that same condition. There was no accident, impact, or misuse at any point.U-Haul charged us without prior notice, an inspection at return, photos, or any communication. Their report includes vague claims like a large dent and ***** that we were never shown or told about. They also cited a generic signature from our rental contract as proof of damage acknowledgment we never signed anything related to damage.We are disputing the charge with our credit card company and have also contacted *******. We are seeking a full reversal of the charge and accountability for how this was handled.Desired Resolution:Full refund of the $1,736.10 Formal response and investigation from U-Haul A review of their practice of charging renters without notice or documentation

  

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  BBB ID: ********
  ********************** Ref: 5322357
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************** ******, our Field Manager, followed up on the information Mr. ***** provided.  He informed our office a refund for $1,736.10 was issued back to Mr. ****** **** account. The refund can take 5 business days to post to his credit card.
  
  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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:06/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and spoke with area supervisor about how unperfessional store supervisor was and I also have it on video. Due to my locked being charged and no one could explain why seeing bill wasn't due. Then I was sent a bill and I shouldn't have because my things was out before time. Remind you I had to wait until store manager find a Drill in order for me to get my belongings out which ment I had to come back the next day. Which i also have recorded. I was nice enough not to not allow the world access to said video even with my t,v being broken once we were allowed access. All I asked in return was a bill saying I owe nothing and to speak with the over head of the company. As of today that hasn't happened.

  

  Business Response

  Date: 06/11/2025

  June 11, 2025
  
  BBB ID: ********
  ********************** Ref: 5292348
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************* ********, our Executive Assistant for our Southern ************************ followed up on the information Ms. **** provided.  She informed our office she sent Ms. **** an email offering her apology for the inconvenience she experienced.  She also assured ******* she was researching her concerns and Ms. **** did not owe us anything.  We have Ms. **** moved out of the units as requested when she moved 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International