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

  17209 N Cave Creek Rd Phoenix, AZ 85032-2441

  
• 

  U-Haul Co. of Eastern North Carolina

  3001 Capital Blvd Raleigh, NC 27604-3333

• 

  U-Haul International Inc

  1032 Stevenson Dr., Suite 4 Springfield, IL 62703

• 

  U-Haul Co.

  3815 28th St SE Grand Rapids, MI 49512-1803

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:04/10/2023

  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.

  I entered into an agreement with Uhaul, but was given a rental truck with mechanical issues, which made the rental truck unsafe for use. Because of the mechanical issues, what shouldve been a two hour drive, turned into almost five. I called Uhaul and spoke with ****** when I arrived to my destination, and after taking photos of the truck, was told they would send a technician out. Because of the inconvenience caused by the two hour ETA for the technician, ****** offered a reimbursement of our meals. When the technician checked the vehicle, he found that the tire rod was the problem. ****** stated that the tow truck driver would tow the truck and my contractual obligation was fulfilled. She also stated that I would be reimbursed for the unused mileage that I had previously paid for, as it was only an estimate. A couple days later, I woke up to my account in the negative, because I was incorrectly charged for the tow. On the receipt, it shows WRONG DROP-OFF, but I didnt get to drop it off, because it was a lemon and had to be towed to the drop off. As a result, I should have never been charged for the truck being towed, when there was obviously an issue with the truck before I ever drove it. I have reached out to Uhaul via several different mediums, but no one is contacting me as promised. My bank is charging me for the negative charges on my account and Ive been left destitute, with a child, in a new surrounding, due to this companys inexcusable mistake. I want the refund for my unused mileage, the extra charge for a wrong drop off and the money my bank has charged me for being overdrawn.

  

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4195463
  
  Dear **********************,
  
  Thank you for your concern for our customer *****************
  
  ***************************, our **************** Manager for our *************************** **************** followed up on the information **************** provided.  She informed our office she contacted **************** and offered her apology on behalf of U-Haul for the inconvenience she experienced.  She also advised **************** of a refund for $217.17 she issued back to her **** account for the charge at time of return and extra charge for mileage.  The refund can take up to 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.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:04/10/2023

  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.

  Giving me a refund of the two extra days I shouldnt have been charged and being accused of theft of a trailer for those days is the least action to take. What about overdraft of $35 at the bank for unexpected charges? Theres more important things we could all be doing than asking for adults to acknowledge mistakes and make concessions or apologies.  

  . Just got done talking to police I called about this theft and my bank too, I had to get police assistance to retrieve my wallet from the location because I left as soon as I was asked to leave and forgot it. The owner called, made no apology, refunded the two days extra but I want ALL of my money back because I dont want a dime to go to that type of business practices. I have multiple videos and witnesses and can submit proof wherever. Ill never get the past 3 hours of my life I wasted with this mistake back and plan to complain to anyone who will listen and already shared with the dozen families we helped this week and our volunteer group too. Thanks for your service BBB!

  

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4206165
  
  Dear **********************,
  
  Thank you for your concern for our customer ***********
  
  ***********************, our President for our ******** **************** followed up on the information ********** provided.  She informed our office she spoke to ********** and discussed his concerns. She also advised him of a refund for the two extra day charge in the amount of $65.06 to his **** account, which 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.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  

  Business Response

  Date: 04/17/2023

  April 17, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4206165
  
  Dear **********************,
  
  Thank you for your continued concern for our customer ***********
  
  ***********************, our President for our ******** **************** reviewed Mr. **** recent comments.  She called his phone but did not receive an answer.  She left a message with her email address and asked him to email proof of overdraft charges due to the charge from U-Haul.  ************** did, however,issue a supplemental refund for $35 back to his **** account.
  
  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   

• Initial Complaint

  Date:04/08/2023

  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 feel that I would not have incurred the extra expenses provided that there was a truck available in order to rectify a problem that they were made aware of less than an hour following the pickup.  An additional ****** would be appropriate in making a fair compensation especially since I had to miss work for this day.  Please advise accordingly. Thank you.til approximately **** (630pm EST) for a truck rental and load started at **** due to the issues with the truck.Upon completion of the contract and returning the U-haul to ******** Rentals St ******* Self Storage on March 21, 2023, I was initially told that I owed ******* for mileage. I questioned why I owed anything on the contract? The clerk at the office called corporate to help to clarify/rectify the problem. Corporate stated the erroneous charges were due to not receiving/writing up a new contract when we took possession of the new truck. This caused the mileage to calculate incorrectly due to different starting mileage. The representative at corporate was able to update the contract and correct billing information.I am submitting my complaint based on the inconvenience and funds I had to spend unnecessarily and the funds that I lost from not being able to go to work.

  

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4203649
  
  Dear **********************,
  
  Thank you for your concern for our customer *******************
  
  Our Field Manager for our West *********************, followed up on the information ****************** provided.  A refund for $500 was issued back to ***************** **** account on April 8th as an adjustment on her rental due to issues with the time to switch out the truck.  As U-Haul is a do-it-yourself moving company,we cannot be responsible for the hiring of contacted labor or a customers personal schedule.  The refund for $500 can take up to 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.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  BBB ID#: ********
  ********************** Ref#: *******
  
  Dear **********************,
  
  Thank you for your continued concern for our customer ******************.
  
  *******************, our President for our West *********************,reviewed ****************** recent comments. 
  He informed our office an attempt was made to leave a message on her voicemail, but found it to be full.  A supplemental refund for $250 was issued back to her **** account as requested. As we value ****************** as a customer, **************** also sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The $250 refund can take up to 5 business days to post to her credit card.
  
  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 container.  We sell permanent hitches, boxes, packing supplies and propane, in addition to many other items.
  
  We continue to be committed to providing our customers with the highest standards of service in the doit-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    

• Initial Complaint

  Date:04/07/2023

  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.

  after I payed for my unit I did not return. I made sure my lock was on! I only returned to gather my belongings to move them out. 

  

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4205206
  
  Dear **********************,
  
  Thank you for your concern for our customer *****************
  
  *********************, our Field Manager for our ******** **************** followed up on the information **************** provided.  He informed our office ****************** storage unit was found unsecured, but with no evidence of tampering.  The store staff placed a lock on the unit to secure the contents.   **************** relayed it was likely **************** inadvertently left her lock off the unit and we secured it when it was noticed.
  
  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

  Customer Answer

  Date: 04/21/2023

  my original lock should have never disappeared in the first place. The contents on my locker we exposed and I paid for uhaul to keep them protected. I paid them every month on time for the piece of mind that my belongings were protected. They made my experience unpleasant and were very unprofessional. They did provide a lock after the matter that not one employee could explain where the original was or why it was removed. The lock they provided jammed the key did brake due to them giving me faulty equipment. 

  

  Business Response

  Date: 04/12/2023

  April 12, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4205206
  
  Dear **********************,
  
  Thank you for your continued concern for our customer *****************
  
  ***************, our President for our ******** **************** reviewed ****************** recent comments and sent her the following email in response:
  Hello *****************, in reviewing the notes from the housekeeper ********** she noted that your unit had no lock on the unit, they then put a U-Haul redlock on the unit to protect your belongings, and made contact with you and gave you a new disk lock to install on your unit that you had broke the key off in and they then drilled that lock out for you due to the key being broke off. No one is sure where your original lock went.
  
  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   

• Initial Complaint

  Date:04/07/2023

  Type:Sales and Advertising 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.

  
  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,
  
  ***************************
  
   
  o look at the contract determine that the refund is due and make the correction in just a matter of minutes. It certainly shouldnt be dragged out after a customer has already given plenty of time for a normal deposit to be returned.

  

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4195851
  
  Dear **********************,
  
  Thank you for your concern for our customer *******************
  
  A refund for $60 was issued back to Mr. ******** **** account yesterday, April 9th.  The refund can take up to 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.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:04/07/2023

  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.

  With me clearly stating in my comment section on the move weeks ahead of the scheduled move they could have at least contacted me to let me know that when they move stuff the movers bring nothing to help with there job. Evidently the comments are not looked at, or they just dont care to let the customers know. ould like to be reimbursed for the money spent for the money spent on the dolly used to move the safe and for the lies told to me from customer service about not leaving the comment, because I did screen shot the comment after it was left which evidently they didnt think I would do.

  

  Business Response

  Date: 04/10/2023

  April 10, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4197143
  
  Dear **********************,
  
  Thank you for your concern for our customer *****************
  
  The $50 Reservation Guarantee Fee was issued back to Mr. ******* Master Card account on April 3rd for the blocked equipment when he arrived to rent the truck.  *************************, Customer Support with ********************** Help, also sent the following email to ****************:
  *****,Thank you for contacting Moving Help Customer Support, I am truly sorry to hear about your experience with the Moving Helper. I did try to call you there was no answer so, I left a message. If you spoke directly to the Moving Helper and they agreed to move the safe you would need to contact them directly for the refund. Please note that the Moving Help Providers are labor only if you need moving (dollies, hand trucks or tools) or packing (boxes, tape, blankets or wrap) supplies. You would need to provide them. Normally if you are needing a specialty item moved you would need to book the Moving Helper for that specific service.I am not showing that the Moving Help offers Gun Safe moving services.MovingHelp.Com is an online marketplace for customers to hire people who provide moving labor services. Our goal is to provide a safe environment for exchanges between customers and Moving ************ Providers. It is always our hope that by providing this marketplace, both parties will walk away satisfied with the outcome; however, we understand sometimes issues arise.
  
  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

  

  Business Response

  Date: 04/17/2023

  April 17, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4197143
  
  Dear **********************,
  
  Thank you for your continued concern for our customer *****************
  
  Mr. ******* comments were forwarded to Moving Help for further follow up.  We always appreciate customer feedback as it allows us to realize what programs are working and what areas need attention.
  
  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   

• Initial Complaint

  Date:04/06/2023

  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.

  This location has crooks taking money from customers and pretending they owe more than they do. I paid $150 for my uhaul to be returned in *******. The morning I was supposed to return the truck I called this store and explained that I needed until 1 pm to return the truck but if I had to pay extra I would just turn it at the specified time. The guy was really nice, he said he had to go to lunch around that time and that the greyhound would be coming at 2 pm so I could return the truck at 3pm no problem. I did just that. I was charged another $75 at the counter but the guy insisted this was all I would pay, I had paid a deposit earlier and it would be reimbursed. I was happy at this explanation and paid. I realized a few days later I was not refunded. I called GoUhaul and was told by a manager I would be reimbursed and he apologized for the confusion. WEEKS later still no refund. I call gouhaul back to see where my refund is and was told my refund was denied because I BROUGHT THE ***** 3 HOURS LATE! I explained that I recorded my and the uhauls employees phone conversation with him giving me the ok to come at the time i came but they pretty much stated there aren't any notes claiming this. I am livid at the poor communication they have and unwillingness to correct their errors. This has caused great distress. I am taking the proper steps to get my money back if this does not help.

  

  Business Response

  Date: 04/07/2023

  April 7, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4136934
  
  Dear **********************,
  
  Thank you for your concern for our customer *****************
  
  ***********************, our President for our Northern ******* **************** followed up on the information **************** provided and sent her the following email in response:
  ***************, your refund has been issued for $55. Should take 3-5 business days to show up. I apologize for the inconvenience.
  
  The refund for $55 was issued back to Ms. ******* Master Card account.  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

• Initial Complaint

  Date:04/05/2023

  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.

  The original request was for the second trailer used, after the order for AH was made by both shops, that I questioned, when asked "what was trailer being used to move." original request was for a small utility trailer with ramp for a small compact kabota tractor 4x12 less than a ton bx23s. If I had the correct trailer the first time, I would have avoided two trips, twice the fuel, two rentals, twice the aggravation, for the rental price of the one you call FREE... I would have gladly paid the correct price in the beginning, without all the disrespect, lies, unprofessional conduct, and only one trip...  

  

  Business Response

  Date: 04/07/2023

  April 7, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4186627
  
  Dear **********************,
  
  Thank you for your concern for our customer *******************
  
  *********************, our President for our Eastern ******** **************** followed up on the information ***************** provided.  He advised our office ****************** was responsible for making sure whatever he was loading on the auto-transport, fit.  Therefore, a refund will not be issued.  ************** also mentioned ****************** rented another trailer from U-Haul at no cost. 
  
  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

  

  Business Response

  Date: 04/12/2023

  April 12, 2023
  
  BBB ID#: ********
  ********************** Ref#: 4186627
  
  Dear **********************,
  
  Thank you for your continued concern for our customer *******************
  
  *********************, our President for our Eastern ******** **************** reviewed Mr. ******** recent comments.  He relayed ****************** rented the first piece of equipment and had it for a day.  ************** reiterated it is the customers responsibility to make sure whatever they are putting on any towing equipment fits the dimensions of our equipment.  ***************** originally requested an auto transport and that is what he received.  He then rented another trailer and used it.  ****************** completed his move and is responsible for the usage of the equipment.
  
  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  
  Executive Assistant  
  U-Haul International   

  Customer Answer

  Date: 04/21/2023

  The second trailer I was allowed to rent was the original trailer I requested. The two rental shops were questioned several times as to what was the correct trailer, but once the decision to use the AH and not the utility trailer was made by U-Haul employees, ... not me, as you claim, ...and still questioning the situation while the employee is attaching the trailer as to "is this going to load a 4 foot wide tractor ??? Right from the beginning, I requested "a trailer with a tail gate to transport a sub compact tractor bx23s Kabota... U-Haul employees up-graded to the AH. If equipment HO3358N style trailer had been rented out by U-Haul employees from the start, It would have cost me $35 U-Haul / ONE trip / and no hassle as to who to blame for a scam.