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 Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

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:04/30/2025

  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.

  This concerns storage rental. I rented a storage unit for three months and moved out on the 24th of April. I noticed a charge on my credit card on the 24th of April for rent on May. I called and was told the 22nd is the billing date for the next month. My complaint is: When I asked to be pro-rated for the two days, I was told we do not pro-rate. I read my contract and did see they do not pro-rate. I have NEVER done business with a company that doesn't pro-rate. This is a rip-off in the first degree and would like to see this practice stopped. If not for me, then for anyone else renting storage from U-Haul. This is a multi-million dollar company and I am pretty sure they don't need to rip-off their customers to survive.Sincerely,***** M

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5269322
  
  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 left Mr. **** a message advising him of a refund for the amount paid and emailed him a copy of the receipt.
  
  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:04/29/2025

  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.

  0n 2/21/2025, I rented a moving truck with the request for unlimited mileage from the U-Haul location at *********************************************************************** At the time of the signing of the rental agreement the estimated charge of the rental was $ ****** and $ ****** was the deposit placed on my credit card. I returned the rental to the same location and subsequently I received a bill with a statement that $ ****** was previously paid and that ******** was owed in mileage charges. At the time of the rental I requested unlimited mileage. I subsequently rented a truck from ****** and drove it a similar distance and was charged $ ****** and was given a discount on this rate. It is unthinkable that I would rent a truck for personal use for such an exorbitant fee. I am disputing the mileage charge requested as I asked for unlimited mileage contract.

  

  Business Response

  Date: 05/01/2025

  May 1, 2025
  
  BBB ID: ********
  ********************** Ref: 5266053
  
  Dear Ms. ********************* you for your concern for our customer Ms. *************************** be advised we have never had a rental, one-way or in-town, that included unlimited mileage.  Ms. ************ rented a truck for in-town use at $39.95 per rental period and $1.79 per mile.  It was estimated she would travel 100 miles to complete the move.  Estimated total rental fee came to $286.99.  When the rental was completed and the contract was closed out, Ms. ************ had traveled ***** miles.  Mileage charge alone came to $2,822.83.  In March, ***** ****, our GM for our U-Haul Moving and Storage of **********, left a message for Ms.************ advising her the balance of the rental was put on a Promissory Note and that she could call him if she had further questions.  A refund for mileage will not be issued.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/29/2025

  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 rented a couple units here and they didnt have a size that fit my needs so I had to get more than one unit. I attempted to rent two 10 x 20 units and one 5 x 10 and I ended up with 2 10x10 units and 3 5x10 units. Well, my units were due to be paid in the day that they were due. I was locked out of my units and uhaul attempted to have me trespassed. My dead sons belongs are in there, all of my clothes, all of my shoes, all of my pictures etc. Instead of charging me for the units that they showed that they have available online they were trying to charge me individually for each unit exceeding a price of $500 a month. The day that it was due, I was going to move my stuff out when I went to use my code. It did not work when I went up to my unit they had two locks on it.

  

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  BBB ID: ********
  ********************** Ref: 5268571
  
  Dear Ms. ********************* you for your concern for our customer ************************************* our President for our Northern ************************** followed up on the information Ms.******** *************** She informed our office Ms. ******** altered her information to gain one month free on multiple move ins.  She has been accessing the storage facility and cutting locks off the units.  The local police department has gotten involved investigating a theft.  Ms.Aveen-West spoke to Ms. ******** and advised her she is not allowed to go into our storage facility without making prior arrangements with our GM, **** *****.  Access will be granted at that time to remove her belongings regardless of the balance owed.  Ms. ******** admitted she committed fraud at least twice to obtain a storage room and now understands we will move forward with charges if she continues to commit theft and or fraud.
  
  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:04/29/2025

  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 am writing to formally file a complaint against U-Haul due to the unacceptable service I received during a recent truck rental on April 27, 2025.I reserved a U-Haul truck for 11:00 AM and picked it up as scheduled. However, I immediately noticed the ignition felt strange before I even left the lot. After driving the truck to my loading location and filling it with my belongings, I attempted to start it againbut it wouldnt start, and the wheels appeared to be locked.I contacted U-Haul for assistance, and a tow truck was dispatched. The driver informed me the truck had previously been stolen, and the ignition was severely damaged as a result. He said the ignition system was completely broken and could not be fixed on-site.While waiting for a second tow truck, I received a call from my apartment complex's after-hours management asking me to move the truck, which was still in front of the building. I had to explain I couldnt move it. I was then approached by several police officers, which only added to the stress and embarrassment, making it appear as though I was doing something suspicious.Eventually, a second tow truck arrived and towed the U-Haul truck to a safe location for the night. By then, however, it was too late to access my storage unit, which closed at 10:00 PMeven though I had been ready to move by 4.This situation caused significant disruption and financial loss, including: A missed day of work Extra daycare expenses Losing my scheduled movers Being forced to move everything myself the next day A stressful and humiliating ordeal U-Haul has refused to reimburse me or assist with hiring replacement movers. **************** has been unhelpful and dismissive throughout this entire experience.I am requesting full reimbursement for the rental, as well as additional compensation for the losses caused by their negligence in renting out a damaged vehicle that was previously stolen.

  

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  BBB ID: ********
  ********************** Ref: 5264272
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************** *****, our President for our South ************************ followed up on the information Ms. ****** provided.  He informed our office he spoke with Ms. ****** and discussed her concerns.  Mr. ***** agreed to reimburse her the extra expenses for her nanny, a day of work and asked for a receipt from her apartment showing the cost of an extra 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:04/27/2025

  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.

  On 4/26/2025, we went to our storage unit # **** with UHaul in ********, *****, which we had initially rented on 4/1/2025 (under the circumstances described below).Yesterday, we were unable to access our things in our rented storage unit due to a faulty lock provided by UHaul in ********, ***** on 4/1/2025.Despite repeated efforts on 4/26/2025 to open the UHaul lock with the corresponding UHaul keys provided to us by UHaul on 4/1/2025, the UHaul provided lock failed to open. We were unable to access our personal *************** / assistance by UHaul staff on site was refused. We were blamed by management that we were at fault for breaking the lock.We were forced, coerced to call a locksmith. We waited for that locksmith in question in front of our storage unit for more than an hour.An employee of Onyx Locksmith in ********, ***** came to open the faulty UHaul lock provided by UHaul on 4/1/2025.We were charged US $ ****** by Onyx Locksmith to open the faulty UHaul lock, and to simply access our personal belongings. I am sure, you would agree that FREE STORAGE for one month looks different !!!The employee from Onyx Locksmith confirmed he was breaking faulty UHaul locks at that UHaul location in ********, ***** 2 - 3 times A WEEK. He added: UHaul customers were forced to use ********************** locks. Those who did not, were charged a fee of US $ *****. And if not using a locksmith, but breaking the lock themselves, UHaul customers were charged US $ 500 by ********************** *********We are herewith requesting that you are REFUNDING us the costs of $ ******. We are requesting a response by UHaul customer service.Sincerely,Dr. ******** ********-Paeffgen

  

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  BBB ID: ********
  ********************** Ref: 5242877
  
  Dear Ms. ********************* you for your concern for our customer ******** *****************.
  
  ***** *******, our President for our ********************** spoke to Ms. ***************** and advised her of a refund for the cost of the locksmith.  The refund for $175 was issued back to her Master Card account and 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:04/27/2025

  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 a Uhaul truck from a location close to my house and was notified the day before that it was moved to another location and was charged for the additional mileage. I have attempted to talk with the manager, ****** *******, in person and I also sent her an email but it has been over a week and did not receive a response. I also sent a text message to the company president, Kiya *****, and did not receive a response.I attached the email to this file and an explanation of my complaint.

  

  Business Response

  Date: 04/28/2025

  April 28, 2025
  
  BBB ID: ********
  ********************** ref: 5265164
  
  Dear Ms. ********************* you for your concern for our customer Mr. ****************** *****, our President for our Central ************************ followed up on the information Mr. ***** provided.  A message was left for Mr. ***** explaining why he was not compensated for miles.  ******** was advised at the time his reservation was made that his reservation was not scheduled, however, a local U-Haul representative would call him before 5:00 PM to get his agreement on and schedule available location, time and equipment.  Mr. ***** had to check mark a box when completing his reservation agreeing to the above. 
  
  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:04/26/2025

  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.

  When I paid for trailer insurance I was told by a uhaul *** that any damage caused to anything while towing my car would be covered. When I got my car to drive it i heard abnormal noises coming from my new car front end. I was then told by ******* that this was not accurate. I want my money back I paid for the insurance as i was sold it under false expectations

  

  Business Response

  Date: 05/01/2025

  May 1, 2025
  
  BBB ID: ********
  ********************** Ref: 5266053
  
  Dear Ms. ********************* you for your concern for our customer Mr. ****************** ****, our President for our Southern *********************** followed up on the information Mr. ****** provided.  He informed our office he left a message for Mr. ****** advising him of a refund for the coverage, as requested, in the interest of customer good faith that was issued back to his **** 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:04/26/2025

  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 reserved a van from U-Haul over the phone for 4/19/2025-4/22/2925 reservation #******** for pick up at ******************************************************************** when I arrived at that location via a Waymo I was told the van was at another location and I was sent to 800 n ********** ** in *****. I had to call for an additional Waymo to take me to that location which cost an additional $14.97. After jasmine provided me with the key I **ove 5.6 miles to my hotel at **************************************************. When I arrived at the hotel I noticed the gas tank was empty Since I was finished using the van a day early I decided to **op it off one day early on 4/21/2025 at 800 n ********** ** in Tempe with jasmine. Just prior I filled $40.00 worth of gas at circle k into the tank. I **ove 12 miles from an ****** in ******* ***** zipcode While I was waiting for want to pick me up I observed a U-Haul employee checking the van and cleaning the windshield. Nothing out of the ordinary was communicated with me by any staff at that U-Haul location in person, by phone or email While I was checking my online banking account I noticed obscene additional fraudulent posts from U-Haul in the amounts of $324.47 and $49.66 posted on 4/23/2025 When I called the customer service phone number I was told there were miles on the van that was so out of step with my actual usage I knew immediately U-Haul had taken me for a ride I was never able to get past the automated system in my attempt to speak with jasmine directly

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  BBB ID: ********
  ********************** Ref: 5289909
  
  Dear Ms. ********************* you for your concern for our customer Ms. ******************* records indicate ***** ****, our Executive Assistant for our Eastern ************************ followed up on the information Ms. ******* provided.  She attempted to speak to Ms. ******* on more than one occasion, but reached her voicemail each time.  A refund for the fuel charges and one day of the rental was issued back to ******************* Card account in the interest of customer good faith. The refund should have already posted 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:04/25/2025

  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.

  On February 22, 2025, my family rented a 26-foot U-Haul truck from the **************** location in *********, **, to move what remained of our possessions after our home was destroyed by Hurricane ******. Due to a temporarily misplaced key, we had to leave the truck on the property ************ the next day, the truck was gone. We contacted U-Haul, the landlord, and local authorities, but no one could confirm what had happened. We filed a stolen vehicle report, only to later discoverthrough our own research, not U-Haulsthat they had recovered the truck and returned it to the branch. Despite being in daily communication with U-Haul, no one informed us.Over the following days, my partner (who was at the time hospitalized with a life-threatening condition) and I made repeated efforts to contact and retrieve the truck and our belongings. The local manager avoided us, changed his story about our contact information multiple times, and ultimately cursed and threatened us during a phone call. We were never told that our belongings had been discarded.U-Haul has since claimed they contacted us via calls, texts, and emails. We received none of these, aside from a single email that landed in spam. Despite reaching out to the regional manager and corporate leadership, weve received no explanation or apology. Everything we ownedfamily heirlooms, precious jewelry, irreplaceable items, and essentialswas destroyed or possibly ********* an added offense, U-Haul continues to try and bill me over $640 which needs to be amended

  

  Business Response

  Date: 04/29/2025

  April 29,2025
  
  BBB ID:23250353, ********
  U-Haul Ref:5194316
  
  Dear **********,
  
  Thank you for your concern for our customers, **** ******* and ******* *******.
  
  ***** ***, our President for our Western North ************************* followed up on the information Ms. ******* and Mr. ******* provided.  She informed our office ********** was given all information and policy was followed with emails for them to obtain their belongings.  Ms. ******* rented a U-Haul truck on February 18, 2025 with a due date of February 19th.  On February 20th, an email was sent to Ms. ******* advising her the truck is over due and we were scheduling other families that are waiting for the equipment to be returned to fill their reservation.  On February 21st Ms. ******* stated they thought they could just keep the truck however long it was needed and asked us to just charge them. However, their credit card was declined when we attempted to put them on a valid contract.  On February 22nd we reported the truck stolen when the truck was still not returned.  On February 25th the rental truck was recovered and we emailed Ms. ******* explaining they had 72 hours to obtain their items from the truck.  On February 26th we emailed Ms. ******* again at the email she provided,advising her she had 48 hours to obtain their belongings from the truck before we dispose of them.  On March 3rd Mr. ******* called in to our *************** and was directed to the U-Haul store.  On March 4th our U-Haul store advised Mr. ******* the drugs and belongings left in the truck had since been disposed of due to non-retrieval. 
  
  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:04/21/2025

  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.

  Just dropped a UHAUL van this weekend to move my son. THIS company is so crooked, DISINGENUOUS!!!! They literally tack on and on fees, the trucks are filthy, the people who drop and check you in are illiterate and youre forced to answer the same questions over and over. I know of other places to rent from that are way better....I was asked to use them and WILL NEVER again! NYC ppl stay the h*** away!DO NOT GIVE THEM YOUR MONEY. They should shut down. so crooked!

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5268514
  
  Dear Ms. ********************* you for forwarding Ms. ******** concerns to our office.  Please be advised, ****** *********, is the name listed on the rental agreement.
  
  ******* *******, our Executive Assistant for our ******************************** followed up on the information Ms. ******* provided.  She informed our office a refund for $143.96 was issued back to the **** account listed on the contract.  The refund can take 5 business days to post to their 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: 05/02/2025

  
  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. Just know they are rude, and the money they paid does not solve the issue that they are scammers and will take advantage of others. The amount of time, energy etc....it is not worth it to deal with scammers. I thank you for your effort and time. I literally thought to just complain solely to help others!
  
  Regards,
  
  ***** *******