Complaints
This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,060 total complaints in the last 3 years.
- 590 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/03/2022
Type: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.
Master Contract #******** First, I have contacted UHAUL for support in regard to removing the card ending in ***** three times. I have been "assured" that the previous card was removed and that the primary card and auto-pay have been updated to the card ending in *****. At the end of September, the card that was supposedly removed, was charged again. Second, this reservation was made under my account, under my name. My mother-in-law offered to pay for the move and submitted a credit card authorization form. Someone at UHAUL then decided to change this entire reservation to her name. I need this corrected to my name, *******************************. Third, I found out a couple days ago when calling about the issues mentioned above, that our 2 UBOX units were moved to another facility. I was "assured" that this would not change the delivery fee. I don't understand how our property was re-located to another city, without prior notification. I would like to have the above issues resolved immediately, along with some sort of credit for the time, inconvenience and stress this has caused me. I am currently pregnant, and this is more stress than I need to endure.
Business Response
Date: 10/10/2022
October 10, 2022
BBB ID#: ********
********************** Ref#: 3966519
Dear Ms. **************************** you for your concern for our customer *******************
*********************, our President for our East Central ******** **************** followed up on the information ***************** provided. He informed our office he has attempted to reach ****************** but has not heard back. ************ mentioned the cards were updated for autopay to the ones she requested and the delivery rate will remain the same from the new warehouse. He will discuss any type of rental adjustment when he speaks to ******************* He hopes to hear back from her soon.
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 InternationalInitial Complaint
Date:10/03/2022
Type: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 currently work for Uptown Uhaul ********************************************************. They just hired a new General Manager over the location, whom name is ***********************. He has verbally said sexual things to myself and other employees. He has sexual harassed me so badly were I feel violated to even come back to work. Actions needs to be taking immediately. Please helpBusiness Response
Date: 10/04/2022
October 4, 2022
BBB ID#: ********
Dear Ms. ********************** you for forwarding *************** concerns to our office.
The information has been directed to the Director of our ************************** for further follow up and action as needed.
Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:10/03/2022
Type: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.
On Wednesday September 7th I went to Integrity storage at ******************* in *************, ** around 11:45am to pick up my ordered 15' uhaul with vehicle towing. While I was there we looked over the vehicle etc. The employee asked if I wanted to purchase Insurance as well. He explained to me what it covers since I was moving out of state. The employee also mentioned I have 4 days to turn the vehicle in and if I do, however many days I turn it all in before the 4th day is up I will get credit back for NON used days as well as if I purchase insurance. So that sold me. I asked him again before I left if I was really going to get credit back on NON used days and he replied yes. After getting home to pack, I realized I need another truck to carry the rest of my belongings. So I called Uhaul again and made another reservation for a smaller truck. This was an unexpected cost to me now. I remembered what he told me so I was ok with paying since he said I turn it in and all the NON used days will get credit. I move to my state I am in now and quickly unpack the smaller truck to turn that in to get my credit. At the location on **** N keystone ave, the employee there told me the exact something I would get credit back they will just take the difference from my card. A day later I turn in my other moving truck and they tell me I will not get any credit back and the person who told me I would was not there. So 2 different locations in 2 different states told me I would get credit and now I won't. U haul offered me $50 towards my next move is all they did. This company lied to me multiple times by multiple people. The manager at the keystone location also told uhaul he was there when I was in that morning turning the vehicle in which he was not at the desk so he lied about that as well. When I got the trucks the employee never went over the contract with me, but assured me multiple times I would get credit back!!Business Response
Date: 10/03/2022
October 3, 2022
BBB ID#: ********
********************** Ref#: 3966832
Dear Ms. ********************** you for your concern for our customer *****************
*****************************, our President for our ******* **************** followed up on the information **************** provided and sent him the following email in response:
Zac,Thank you for reaching out to me about your recent rental. Our oneway rentals are not per day and per mile, as our Intown rentals are and can only assume that the representative that assisted you in Fuqay Varina was either new or under trained, I will make sure that the business owner is notified and we send our field manager out to help with some additional training. That being said we are company that stand behind our dealers words even if they are incorrect. As I said there is no per day charge on a oneway move but what I will do is refund what the cost per day would be for any overage. Each additional day over the allotted given days would have been $40 per day for the truck and $20 per day for the towing trailer, $14 per day coverage on the truck and $8 per day for the coverage on towing trailer. I show that you had the equipment for 3 rental periods, (each period is 24 hours) from the time of pick up. I will be issuing you a reimbursement for $82.00. If I can help you further please feel free to reach out to me directly. Again I apologize that we didn't communicate clearly with you at the time of rental pick up. Thanks, ******
The refund was issued back to Mr. ******* **** account and 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 InternationalCustomer Answer
Date: 10/04/2022
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 spoke with ****** and she fixed the problem I had. I do appreciate their quick response to this complaint and I am happy with the ending.
Regards,
***************************
Initial Complaint
Date:10/01/2022
Type: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.
Trying to fit into **** characters: On 08-23-22, I rented 2 Uboxes (#AA3797Q and #AA3798Q) in ******, ** for shipping to ********, ** (reservation #********) but needed a 3rd Ubox (#AB5041A) so I called on ***** for a 3rd Ubox (2nd reservation #********). I was quoted $4,032 for all 3 Uboxes to ship together and told to call on ***** to "merge" the orders. I called and was notified that it would be done automatically. On *****, the website still showed the 3rd Ubox as "reserved" so I spent the day calling Ubox and was advised that the manager of the location would be emailed and would contact me. On *****, I was emailed that I would be charged on ***** so I waited to see if I would get a call back as my Uboxes weren't scheduled to arrive until *****. On *****, the 1st 2 Uboxes arrive in CA. On *****, I called and was advised the location manager was being emailed along with their boss and I would get a call back. On *****, I noticed the website no longer even showed "reserved" but rather it was completely gone! I called and was advised an email would be sent. On *****, I called and was advised an email would be sent. On *****, I emailed a variety of places within Uhaul and received a call that day that someone would be sent to the ** location to find my Ubox and I would get a call back by *****. On *****, I emailed her after no call. On *****, she advised my Ubox was located and would be shipped and was given a new reservation #********. Website shows I need to pay ~2k but I should only owe ~$850 for the difference of my quote so I email back on ***** asking about this, and again on ***** after no response. On *****, she emails back that I would be refunded for each day the Ubox is late and the new Guaranteed Arrival Date is ***** but I respond the same day to verify that I will be refunded from my original GAD of ***** and won't be charged over the original quote of ~$4k. On *****, I emailed again due to no response. Today is ***** and I'm turning to BBB to help.Business Response
Date: 10/13/2022
October 13, 2022
BBB ID#: ********
********************** Ref#: 3937923
Dear Ms. ********************** you for your concern for our customer Ms. ***************************************** our President for our South ****** **************** followed up on the information Ms. **** provided and sent her the following email in response:
Hi Mrs. **** This is *************************** with U-Haul of ******, **. I want to apologize for all the inconvenience and poor service you received from my centers. I spoke with *******, she processed the $967.00 for the difference of cost for the *****-Box shipping. She also processed the $50.00 per days late for a total of $1050.00. I will also submit a $500.00 extra for the time you spent calling and trying to get information concerning your U-Box, this will be refunded to the card on file. Again we want to do it right, our apologies. We appreciate your business. Thank you, *************************** ***************** President.************
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 InternationalCustomer Answer
Date: 10/13/2022
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,
**** Bear
Initial Complaint
Date:10/01/2022
Type: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.
Rented a uhaul truck on line and requested the 24/7 mobile pick up as I am moving my storage facility to a less expensive storage facility. Went to pick up the truck, went online to pick up my truck and was not able to pick up as my reservation was converted to office pickup.. called customer service waited for 10 minutes or so talked to *****, who was somewhat helpful but laughed at my issue, then she transferred me in to the transportation department who had me on hold for over 30 minutes only yo hang up on me. Called customer service back and spoke with *****, who cancelled my reservation. She transferred me to customer service as I am going to be out $621 as now I have to pay again for the storage Im moving out of. This is Uhauls fault and I want to be reimbursed. **************** was suppose to cal me back with in ***** minutes and it has been over 45 now! Again I want to be compensated for the $621 I have to pay for October.Business Response
Date: 10/05/2022
October 5, 2022
BBB ID#: ********
********************** Ref#: 3964895
Dear Ms. ********************** you for your concern for our customer *******************
*****************, our Program Coordinator for TruckShare 24/7, followed up on the information ****************** provided. She informed our office she has reached out to ****************** but reached his voicemail both times. She left a message requesting a return call and advised him of a refund for the $50 Reservation Guarantee Fee. The refund was issued back to his Master Card account and 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 InternationalInitial Complaint
Date:10/01/2022
Type: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 have been on hold for 45 minutes waiting for authorization for the truck I rented AND PAID FOR yesterday! Drove across state lines to another location to pick up due to their company error, it's 2 hours later than I was supposed to get the truck. I'm paying movers by the hour and I STILL HAVE NO TRUCK!! I need a refund, a credit for inconvenience AND I NEW RENTAL! I am losing time and money! Plus gas in my own car for having to go to multiple locations!Business Response
Date: 10/06/2022
October 6, 2022
BBB ID#: ********
********************** Ref#: 3963865
Dear Ms. ********************** you for your concern for our customer *****************
*****************, our Program Coordinator for our TruckShare 24/7 Department, followed up on the information **************** provided. She informed our office she spoke to **************** and offered her apology for the delays she experienced. In addition to the refund for $50 issued to ****************** **** account on October 1st, ************** sent **************** 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.
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.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 10/06/2022
I have no need for uhaul services anymore. Why would I want a 100 dollar gift card when I lost ********************* movers services and time and I lost some of my things because I lost a whole day of moving due to their errors. That's not an acceptable repair of this broken issue.Business Response
Date: 10/11/2022
October 11, 2022
BBB ID#: ********
********************** Ref#: 3963865
Dear Ms. ********************** you for your continued concern for our customer *****************
*****************, our Program Coordinator for our TruckShare 24/7 Department, reviewed ****************** recent comments. She explained we are not responsible for moving expenses and at most, could issue her a refund for the original rental contract in the amount of $63.85. The supplemental refund can take up to 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,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:10/01/2022
Type: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 have booked a 15 inch truck at Sault Ste ***** on 1st October 2022 at 10:00am. We have received an email that its a guaranteed reservation. However, when we visited the location for pickup it was 10 inch. We called customer service 10 times and then we got a Connect. We were talking to ******* who works at ******** head office. She was absolutely rude over the phone. She was unable to help us and infact started shouting on us. We were not provided the truck which we were promised. Which has resulted in waste of our time. Also customer service was very poor. She claims to be scheduling manager. She was shouting on us and was not cooperating. I have the voice recording for the call. Please contact us if you need a copy and of it.Business Response
Date: 10/04/2022
October 4, 2022
BBB ID#: ********
********************** Ref#: 3964131
Dear Ms. ********************** you for your concern for our customer *****************
According to Ms. ******* reservation, she had an unscheduled reservation for a 15 truck and was guaranteed a call to get an agreement on available equipment and location and time of pick up. She was sent a text message on September 27th advising her of a change in pick up location where we could guarantee availability. **************** called in on October 1st to say she wanted a 15truck. We offered every option available, including a 10 truck at her preferred pick up location or a 20truck at 4:00 PM due to the fact a 15 truck was not available. **************** declined our options. Her contract was closed out with a Promissory Note, however, it has since been canceled. The information **************** provided was directed to our *************** regarding the rude behavior she experienced for further follow up. We want 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.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:10/01/2022
Type: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 truck to be picked by mobile order when I reserved the truck and somehow that was changed when they called to confirm the truck the day before (have e-mails when ordered that itbwas mobilenpick up at 7:30 before store opened) and when we showed up to pick the truck up we had to wait for it to open becauae this got changed which cost me money for the movers and made us move our closing time on the house. When we finally got the truck it showed to return on 09.30.22 and I had already called them thebday after I made the reservation to change this to Saturday around 2-3 because of when I was closing on the new house. I had to call U-HUl again and have then change the drop off date and time. Just realized this morning that they never changed the time when I got a call from where I was supposed to drop off the truck asking me where it was. I informed her that it would not be dropped off until this afternoon and that is what I informed U-Haul. Unfortunately this has been the worse experience with you guys I have ever had and it messing up other people's reservations we all apparently becuae they did not change the return time like I customer service to do.Business Response
Date: 10/04/2022
October 4, 2022
BBB ID#: ********
********************** Ref#: 3964874
Dear Ms. ********************** you for your concern for our customer ***************
*****************************, our President for our *********** ********************* followed up on the information ************** provided. He informed our office he issued a refund for the $50 Reservation Guarantee Fee along with $75 as an adjustment on Ms. ****** rental back to his Discover account as an adjustment on his rental. The refunds 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 InternationalInitial Complaint
Date:09/30/2022
Type: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 made a reservation for a trailer to be picked up at the uhaul location in *******, **. Due to to fault of my own, uhaul Is unable to fulfill my reservation and instead is forcing me to drive to a location farther from both me and my destination, thereby costing me time and money. My reservation number is Order #: ********. I would like part of my cost refunded to account for my additional time and gas. A minimum of 15% I believe is equitable.Business Response
Date: 10/03/2022
October 3, 2022
BBB ID#: ********
********************** Ref#: 3964705
Dear Ms. ********************** you for your concern for our customer *****************
***************************, our President for our Central ************* **************** followed up on the information *************** provided. He informed our office he spoke to **************** and explained how our reservation system works and that *************** did acknowledge when he reserved online that he would be called prior to pickup to get his agreement on the location and time. ********************** apologized for any failure on our part to communicate effectively and agreed to the 15% he was requesting. The refund for $26.92 was issued back to Mr.******* **** account and 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 InternationalCustomer Answer
Date: 10/03/2022
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:09/29/2022
Type: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 Uhaul Ubox for my move from MT to **. This is the third time I have used Uhaul Ubox to move, so I am very familiar with the process. I made reservations (pictures are included) for the box to arrive on 8/31/22 and be picked up on 9/5/22. I paid $200 for the box to be delivered and picked up from my house. During the drop off, no one called or texted me to double check on the boxes placement. I found out that they delivered it to the wrong apartment. If you look in the pictures, that is not my house. It took me 3 hrs to remedy this situation. I called the ******* Uhaul on 7th and was continuously hung up on and when I did get someone I was rerouted to *********, **, ******* and AZ. Three hours later and my box was finally in front of my house. When it came time to pick up the box, no one did. I called them around 4pm to see what was going on. I was told that the Ubox pick up person just went home for the day. I was told I would have to talk to a scheduler. The scheduler couldn't give me an answer of when I would actually have my stuff picked up or when I would get it in AZ. She changed the reservations on me, which complicated the whole thing. I finally had the box picked up on the 09/6/22 after having to drive an hour to the actual Uhaul store and complain because no one would answer the phones. Whenever I would ask when I was getting my box picked up I was told, "we don't have anyone to pick it up and we really don't know when they are coming in." When I asked when my things were going to arrive in AZ I was told almost the same thing. When someone was finally dispatched to go and pick up my box, I was texted that they had truck problems and the pick up would be next day. Somehow, the "truck problem" was fixed within 30mins after I complained about the box and how it should have been picked up yesterday. After they picked it up, I did not received any communication from Uhaul about where my stuff was or if it was even being shipped.Business Response
Date: 10/02/2022
October 2, 2022
BBB ID#: ********U-Haul Ref#: 3924197
Thank you for your concern for our customer, ************************
*************************, Traffic Control Manager of *******, followed up on the information ***** provided and left a voicemail with the following resolution:
We apologize for any delay with the **Box delivery and pick up. While the customer will be responsible for the monthly **Box fee and optional damage coverage, the $200 delivery fee was refunded for the inconvenience.This was refunded to the card ending in **** on 30 Sep 2022. It normally reflects on the card within 5 business days.
Our customers are especially important to us,and we regret to hear of situations which cause problems for them. Thank you for bringing this matter to our attention and allowing us the opportunity to offer a response.
Sincerely,********************************;
Customer Care Team
U-Haul International
Customer Answer
Date: 10/02/2022
I never once spoke to ***** in person. I called backed only to be told ***** left a message for me that they would only refund $200. When I told the person on the phone that I would not be able to speak to ***** the following day, due to not having my phone with me during work. I was told just use your lunch break to call. I dont get a lunch break due to working in the medical field at a very busy hospital. I did talk to a person from Uhaul and told them that email would be the best way to reach me. The only email I received was to tell me that my complaint was closed and all I was getting was $200. I find it crazy that they can just close a complaint without actually speaking to the person who filed it. $200 back doesnt even begin to make up for all the frustration and rudeness that I experienced when I used Uhaul. The customer service through the whole company is a absolute joke. They take no responsibility on making things right, they just want their money and to be done with you. I am asking to be compensated for more than the $200 delivery and pick up fee.Business Response
Date: 10/05/2022
October 5, 2022
BBB ID#: ********
U-Haul Ref#: 3924197
Dear Ms. ********************** you for your concern for our customer *****************
***************************, our President for our ******* **************** followed up on the information **************** provided and sent him the following email in response:
*****,I apologize for the inconvenience, I have refunded you an additional $600, a total of $800 (we previously refunded $200 delivery charge). Please reach out again with any other concerns. Additional $600 should show on your statement within 4-6 business days.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul International
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