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:05/08/2025

  Type:Order 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.

  Received a letter, "Notice of Default" on March 29th. It stated we needed to pay $252.80 by April 11th in order for the contents of our unit not to be sold. On April 11, we called, gave them our card information and finished the call. A few minutes later we received a call from UHaul saying there was an issue and needed the card information again, we thought the card may have got denied so we asked what was the amount tyring to be charged and he gave a different amount then what was on the letter, in the amount of $317.80, we asked him what the additional amount was for and why it was not on the letter they sent. He could not answer and said he would get a manager to call us back which she did. We explained to her the same thing and said we only had the amount on the letter and asked what the additional fee was, she could not tell us and said they they could not take a partial payment. We explained to her we were simply trying to pay what what was on their letter and needed to see what could be worked out because if they could not take the amount they said we needed to pay on or before Apirl 11th then the items would have to be sold because we did not have the extra fee that they could not let us know what was ****** is not right they can do that and need help to make it right. I could only give you a photo file that has pics of the letter so could not upload it but place in this box.*******************************************

  

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  BBB ID: ********
  ********************** Ref: 5284851
  
  Dear Ms. ********************* you for your concern for our customer Mr. ************************ ******, our GM for our U-Haul Moving and Storage of *********, followed up on the information Mr. ****** provided and sent him the following email in response:
  Good afternoon. My name is ********* and I am the manager of the U-Haul in *********. I left a message for you to call me back in reference to the balance on your account. At your earliest convenience please give me a call at ********** and we can take your partial payment for storage and discuss the different options going forward. If you cannot reach me at that number please call my cell at **********. Thank you and have a great day!
  
  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:05/08/2025

  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 opened my storage unit on April 9th 2025, and found all of my possessions were gone. In the few items I found left I found personal papers for a woman I had never heard of. It was obvious someone else had been renting the unit. When I spoke with the general manager she told me that it was a case of theft and U-Haul could not help me. She suggested I call and report it to police. I have no idea how long my possessions had been gone, but the fact that someone elses possessions had been there tells me that they were aware and were booking the same unit to two people at the same time. Since I had been paying rent and had not missed any payments, I would like to be compensated for my possessions.

  

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  BBB ID:23303199
  ********************** Ref: 5242882
  
  Dear Mr. ********************* you for your concern for our customer Mr. ****************** **********, our President for our East *********************** followed up on the information Mr. ****** provided and sent him the following email. He hopes to hear back from him soon, if not already, to reach a resolution:
  Hello, ****** ******, Can you please give me a call *** ********** at ************ to discuss your storage unit. 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:05/08/2025

  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.

  DECEPTIVE BUSINESS PRACTICES. These events have happened at least 3 times in the past six months to myself personally and for the business I work for. It's the same situation every single time. I make a reservation for a truck rental and decline all additional offers. There are many offers for either materials, labor, storage, and insurance. I decline the ********************* because we have insurance. Still it shows up as an addition to our rental. I removed it a second time, with the first being declining it initially. I made sure to make a printout this time. I get an email with a receipt of charges pending after the rental is picked up and there it is again. The story goes the same way every single time. Next step will be checking our charge to credit card and asking for a refund yet again because it will likely be there again. I KNOW this is happening to others as well. I'd be surprised if I was to learn that no one has filed a Class-Action Lawsuit against UHAUL yet.

  

  Business Response

  Date: 05/13/2025

  May 13, 2025
  
  BBB ID: ********
  ********************** Ref: 5280866
  
  Dear Ms. ********************* you for your concern for our customers, ******** *********** and ********* *******, whose name is on the rental contract.
  
  ****** *******, our President for our ***************************************, followed up on the information Ms.*********** *************** He informed our office he left a message at the telephone number listed offering an apology for the issues they experienced.  A refund for the Safemove fee was refunded back to the **** account listed on the contract and can take 5 business days to post on the credit card.  Mr. ******* assured our office the issue has been addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from 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:05/08/2025

  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.

  We were evicted from our home and had very little notice. The sheriff of Philadelphia told us our belongings would be an available at the U-Haul at ************************ can pick up our things from two units that were rented for the eviction at **************** from 1st floor at the U-Haul and that we had 30 days to retrieve our things he said just go there and tell them we were there to get our stuff for an eviction for **************** and may have to show ID. We had to wait a week and I went myself before the 30 days was up and the Puerto Rican woman mgr said that she wouldnt give me access to my stuff bc the person who rented the units had to be there for her to open the units and for me to get my stuff I explained what the sheriff said and she refused to grant me access to the 2 units. My fiance said that someone U-Haul gave the movers who were just supposed to go to the first floor access to the 2nd floor where I had to a personal unit of my own that had nothing to do with it the eviction and they put a lot of our personal things in the hallway on 2 and U-Haul put it in the dumpster. The woman wouldnt let him take our stuff from the dumpster but called her children and had them take our furniture out of the trash and load it into a U-Haul and take it home We lost hundreds of dollars and personal items that are locked In the units and cant get our stuff. I think this woman is trying to keep our personal things and that is why she wouldnt give us access the two units on the first floor We want to take legal action and file a complaint and also request that this woman mgr be fired from her position as mgr because she stole our belongings and refused to grant access to pick up our things as I was there before the 30 days was up. We are missing thousands of dollars of things that we needed to live and function. Imagine being evicted and being homeless and then being told you cant collect your things. We want our stuff or we want reimbursement m

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  BBB ID: ********
  ********************** Ref: 5289171
  
  Dear Ms. ********************* you for your concern for our customer Ms. *********************** ********, our President for our North Philadelphia ******* Office, followed up on the information ********* provided and sent her the following email in response:
  Good morning my name is ******** responding from Uhaul. I was reaching out in regards to your experience with the Uhaul on **************. I did call and leave a voicemail if you could respond to this email with a good time or phone number to discuss this incident I would greatly appreciate it thank you for your time. 
  
  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:05/06/2025

  Type:Service or Repair 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.

  I rented two U-Haul boxes on July 5, 2024 under order number ********. I was quoted $26.65 per box by U-Hauls sales department on a recorded call. During the call, I was very clear to confirm with the sales representative that the rental rate quoted would be honored through the entire duration of my rental period. After the call, I received paperwork indicating a price that was much higher than what was quoted, at the rate of $79.95 per box. I immediately contacted customer service to address the error. The representative reviewed the call record, admitted the mistake, and corrected the charge via a refund to me, for the difference between the quoted price and the incorrect price plus tax, for 1 month of rental. The problem is the charge was only corrected for one month, not for the duration of my rental which was 4 months.I respectfully request that my rental and billing be reviewed and the incorrect charges refunded promptly (the difference between $79.95 and $26.65 plus tax for two boxes for three months).

  

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  BBB ID: ********
  ********************** Ref: 4850524
  
  Dear Ms. ********************* you for your concern for our customer Ms. *********************** *****, our U-Box Department Manager, followed up on the information Ms. ******** provided and sent her the following email in response:
  Hi Kira, 
  As mentioned in my voicemail, I want to apologize again for the miscommunication and confusion you experienced.
  After reviewing the calls, we confirmed that you were quoted a rate of $26.65 per U-Box container per month. To correct this, I have processed a refund of $346.23 to your card ending in 7083. You should see the refund reflected in your account within 35 business days, depending on your bank.
  If you have any questions or would like to speak with someone directly, please dont hesitate to call us at **************.
  Thank you for your patience and understanding.
  
  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: 05/08/2025

  
  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:05/06/2025

  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 April 26th a 15ft UHAUL truck was rented for one day. I paid for 30 miles. I never signed a contract. I never received a copy of the contract. When I told the agent the contract was sent to the wrong email address, he stated that it was fine. I was then charged $86. The beginning mileage was ******, the return mileage was ******. There was an additional charge $78.31. (total $164.31) When I went to the UHAUL location the agent was not there. When I called, the agent stated the hours varied and that if I called back in 2 hours he would send me a copy of the contract, there was no answer. When I went back the next day, still no agent and he did not answer the phone. There was someone else in the building that he did answer for that stated he did not recollect the rental but they would have someone from Traffic call me because they could tell me what the extra charge was for. I have not heard anything from them nor the agent. This is fraudulent and I will file a legal case with the city of ********** as well as with my bank. I did not agree to the additional charges. Legally I did not sign for any of the charges. This is extremely unprofessional.

  

  Business Response

  Date: 05/08/2025

  May 8, 2025
  
  BBB ID: ********
  ********************** Ref: 5280250
  
  Dear *** ********************* you for your concern for our customer *** *******.
  
  According to *** ******** rental contract, it appears she was charged correctly. The breakdown of her in-town rental charges are as follows:
  $29.95 for 15 Truck, $51.60 for 40 miles @ 1.29 a mile, $15 for SafeMove Coverage, $1 Environmental Fee, $27 for 6 gallons of fuel, $30 Fuel Service Fee, $9.76 Tax = $164.31
  
  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: 05/09/2025

  The fuel was returned at the same place that it was at when it was rented. If you bounce the mileage in the photo against the mileage out in the contract, you will see this photo was taken before the photo left the lot. Request a refund immediately. 

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  BBB ID: ********
  ********************** Ref: 5280250
  
  Dear Ms. ********************* you for your continued concern for our customer Ms. ***************** have issued a refund for the fuel charge of $57 back to Ms. ******** **** account.  The refund can take 5 business days to post to her credit card.
  
  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,  
  ***** Palmisano  
  Sr.Field Support Representative
  U-Haul International   

• Initial Complaint

  Date:05/05/2025

  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.

  I reserved and paid for a storage unit at Affordable Storage Guys in ************, **, a facility operating under U-Haul. Upon arrival, I found the unit locked and was not provided with any access code, key, or instructions. I attempted to contact the facility but received no assistance.See attached for display of no access codes and also order number.After sending an email requesting a refund, I received a call from a representative who confronted me about my complaint and refused to issue a refund, citing a missed call the day after my reservation as justification. This response felt unprofessional and dismissive.I am seeking a full refund for the amount paid, as I was never granted access to the storage unit and was treated unprofessionally when attempting to resolve the issue.

  

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  BBB ID: ********
  ********************** Ref: 5277368
  
  Dear Ms. ********************* you for forwarding Mr. *** concerns to our office.
  
  Please be advised the storage location Mr. ** mentioned is not a U-Haul storage location.  He will need to contact that storage facility directly to have his concerns addressed.
  
  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:05/03/2025

  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.

  I rented a moving truck from U-Haul in ***************************************, on May 01, 2025, at 11:02 AM and returned it at 3:42 PM.Unfortunately, they have charged me double: $57 instead of $28.50. I tried to find a solution, but unfortunately, they did not return the extra charges, which will affect my budget, as we are living in a difficult financial ************ would be greatly appreciated if you could help me solve it.

  

  Business Response

  Date: 05/05/2025

  May 5, 2025
  
  BBB ID: ********
  ********************** Ref: 5273332
  
  Dear Ms. ********************* you for your concern for our customer, **** ****.
  
  Our records indicate refunds for $19.95 and $2.59 were issued back to the Master Card account listed on the ********************** contract.  Refunds can take 5 business days to post to the 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:05/01/2025

  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 April 11th, I rented a U-Haul truck from the *********** Location in *******, ********* (******************). I picked up the truck before the location was open and when I got access to the vehicle at about 8:30 AM on the 11th I noticed that the check engine light was on so I took several photographs of the dashboard. The truck also did not have any of the dollies or furniture pads I ordered. The mileage when I picked it up was ****** miles, and it had a little over a quarter tank of gas in it. I returned the vehicle at about 7:30 PM and the returning mileage was ****** miles and at exactly a quarter tank of gas. I received my initial charge for renting, and then on April 12th was charged an additional $457.88 because they claimed the truck had a full tank of gas and I had driven 272 miles. They also charged me $94.50 for fuel that I did not use, because again, the gas tank was not full when I picked it up. I called customer service and filed a complaint April 12th and called again to see when I could see a refund. I provided three people with photographic evidence with time stamps of both the mileage and fuel levels. I received a voicemail from the Area Field Manager on April 15th that he had issued a refund for the incorrectly charged mileage, incorrect charge for fuel, and the missing equipment ($464.22). However, I have never received this refund. I have called customer service, and they told me they closed the complaint, so they re-opened it. Now the field manager emailed me saying the issued a refund but have no idea where they sent it. It has been almost three weeks since they claimed the refund was issued, but neither I nor my bank have any trace of this. I have made a concerted effort to work with U-Haul on this, but after several weeks of back on forth and claiming they sent a refund when they never did. Filing a claim to my bank requires a new debit card & 90 days, I've already waited 3 weeks so this is unacceptable and deceitful on U-Haul's part.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5245099
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************* *****, our President for our Southwestern ********* and ************************* followed up on the information Ms. ****** provided.  He informed our office he left a message for Ms. ****** advising her of a refund for $464.22 he issued back to her Master Card account.  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:04/30/2025

  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.

  3/15/25 at 1018hrs I rented a Uhaul truck from ******* VT 3/17/25 at 0935hrs Returned the Truck to **************** (U-Haul ******* Fabrication) as agreed upon -While returning Female I returned vehicle to personally thanked us for cleaning out the truck as my wife was finishing sweeping out the vehicle. All of this during a HEAVY rain storm, numerous road closures due to flooding/washouts.3/21 ************ Stating owed $25 Cleaning Fee and $30 Late Fee (Total $55) Upon inspeciton the Bill was dated 3/18 1038hrs Immediately disputed the Bill.-Why was the bill created more than 24 hours after I returned? How can I trust that someone else didn't rent during that time?3/28 Attempted to Charge my credit card (I put card on hold)- 1836hrs $55 - 1924hrs $41.25 - 1947hrs $27.50 - 2009hrs $13.75 3/28 Online Chat explained issues and previous dispute. Told being escalated to ***************** Team" and would be contacted via e-mail within 3 business days Reference ID# ******* (I Do have Entire transcript of conversation)3/31 Attempted to charge card again (Card still on Hold)4/17 Attempted to charge card again (Card still on hold)4/18 Online chat again. Expressed still no contact from Uhaul. They stated "Area Field Manager went to location and it was dirty" I requested evidence. Told they sent "message to the area field manager" and to allow 3 Business days to be contacted. Expressed importance to have in writing and email is preferred contact, they confirmed. (I have entire transcript)4/30 Having STILL not had any contact from Uhaul I reached out to the Online chat again. Was given a phone number to contact again expressed importance of keeping it in writing. Stated it was being "escalate to upper management team" and will contact me within 72 hours. (I have entire transcript)I have included a .doc with timeline and transcripts of Online conversations.I have rented previously numerous times, first time returning to this location, first time EVER being charged fee

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5224489
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************* *****, our Executive Assistant for our ********************* and ************************ followed up on the information Mr. ***** provided and sent him the following email in response:
  Good afternoon ******, my name is ******* I work for the U-Haul **************** Your customer objection has been escalated to our office. I apologize for the negative customer experience you have had thus far. I do see that there was a cleaning fee charge applied to your contract upon return from our Saint ********* dealer. Looking at the contract this looks like it was not charged to your card at the time of return,but rather promissory noted. I believe this is why you are seeing miscellaneous charges as the system is attempting to collect the balance. I have reached out to our area field manager that covers that location for additional details regarding your concerns. If you could please confirm in the meantime that none of these charges have gone through (I see they have declined on our end so I just want to verify). 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