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:04/03/2025

  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 am writing to formally complain about U-Haul at ********************************************************, regarding false damage claims and unprofessional behavior during my recent rental experience.Rental Details: Customer Name: ******** ***** Contract Number: ******** Rental Date: March 28, 2025 (11:31 AM - 2:45 PM)False Damage ********************** Behavior:Upon renting a cargo van, my wife and I carefully inspected it and noticed minor pre-existing chips on the windshield, which appeared to be normal wear and tear. Since they were minor, we did not take photos.When I returned the vehicle, a staff member immediately accused me of causing windshield damage. I explained that the chips were already there, but the employee ignored my concerns. When I escalated the issue to the manager, she was dismissive, unprofessional, and refused to acknowledge the possibility that the damage was pre-existing.Another staff member later admitted that the chips were old, but he said he could not intervene because it was the managers decision. Despite this, I was forced to pay $694 for windshield damage without a fair dispute process.Rude & Unfair Treatment When my wife tried to discuss the dispute, ***** and the manager refused to listen and forced the payment instead of allowing us to file a proper complaint. The manager even stated, Do whatever you want, the amount will not change.Request for Resolution:I respectfully request: cancellation of the false damage charge This experience has been stressful and unfair, and I hope for a prompt resolution.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5224493
  
  Dear Ms. ********
  
  Thank you for your concern for our customer Mr. ******************* ************ our President for our British ************************* followed up on the information Mr. ***** provided.  He informed our office he spoke to Mrs. ***** and discussed their concerns.  They agreed to pay for 3 windshield chips and receive the Quick Claim discount instead of replacing the entire windshield. 
  
  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: 04/03/2025

  
  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:04/02/2025

  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 made a reservation with UHAUL on March 29, 2025 for a 10 foot truck with utility dolly. The location upon arrival, did not have the equipment for the reservation. ******* the *** that they had working suggested that she could locate a dolly for me at a different location. I refused the offer due to having to go pick up the dolly at another location and uing miles that I was paying for to do so. ***** the manager offered to waive 10 miles to go pick up the dolly in ********. I did not go pick up the dolly, and never received a final receipt which prompted me to contact UHAUL this morning, only to find out that I was billed for missing equipment! Over $200.00!I never picked it up. I was unable to contact the location directly. This location is a Mickey ***** ***** unprofessional employees, and the truck I had should have had a ramp. ******* the *** that needs to find another job, didn't even ask me if I needed one. Didn't see that it was rampless until we got to the location.

  

  Business Response

  Date: 04/11/2025

  April 11,2025
  
  BBB ID:23145727
  **********************************
  
  Dear Ms.*******,
  
  Thank you for your concern for our customer Ms. ***************** records indicate a refund for the full amount of the rental was issued on April 2, 2025 back to Ms. ****** **** account as an adjustment on her rental.  The refund can take 5 business days to post to her credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:04/02/2025

  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.

  Today on April 1st. I returned my Uhaul Trailer At S&S Furniture at 1:35 PM. I spoke with the Representative and He stated put it with the trailers and I will email you a receipt. He asked for my contract I did not feel comfortable the way he handled this matter. He did not do what other Uhaul Dealers did in the past. I didn't like that he refused to disconnect the Trailer Etc. I had to park the Trailer and disconnect it while he just stood there watching me. I had a bad feeling that he wasn't going to do his job. So, thankfully I took a picture of the Trailer at the Furniture store with a time stamp on my Iphone. Then at 6:32 pm the same Day I received a Call from Uhaul asking why I did not return the Trailer. I stated I returned it around 1:30 PM. What is going on the *** stated he was going to send me an email and come to find out he never did. I told the *** on the phone the situation and I took a picture of the trailer and the *** told me well it better have a date stamp. I stated what does that mean. It's not my fault your incompetent franchisee did not do their job. The call dropped he didn't call me back. I want this matter resolved immediately and a phone call and email with proof that this was resolved. Also, I want the Franchise Reprimanded etc for not helping your customer and not doing their job. I have attached a screenshot. I am also submitting this complaint with the ***************** office of the state of California and if this does not get rectified I will contact the local ********** against your company and that Franchise *************. Make note over my lifetime I have spent well over $50000 in Moving Trucks, Trailers, etc. With your company.

  

  Business Response

  Date: 04/07/2025

  April 7, 2025
  
  BBB ID: ********
  ********************** Ref: 5232393
  
  Dear Mr. ******************** you for your concern for our customer Mr. ********************* *****, our President for our San ********************** followed up on the information Mr. ******* provided.  He informed our office he contacted Mr. ******* and offered his apology for the inconvenience he experienced.  He also addressed the issue with our dealer, S & S Furniture, 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:04/01/2025

  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 is the second issue we have had with this company within a weeks timeframe, however, writing specifically in regards to this issue as it is the larger and more concerning issue. We rented a one-way U-Haul truck from one location to another, which is a little over 100 miles distance. When we picked the truck up the service *** handed us keys to the wrong truck and proceeded to then trade trucks. I asked if we needed to note that on the contract and he assured us it would be fine. Upon dropping the truck off, we explained this to the drop-off location service *** as well. Again, this *** also assured us this was not an issue and this happens all the time. The following day I received a bill from U-Haul stating I owed an invoice of $1,181.19, despite the fact I had already paid the amount owe. It seems the mileage was off since they swapped out trucks with no additional paperwork noting that (which was there issue not mine). I have called at least three different times to resolve this issue now and keep being instructed that this will be handled, however, the balance seems to still remain and I have now received notification there is an additional $30 late charge added to my account and told me that if it is not resolved may go to collections. This company continues to tell me I need to call back and check instead of just resolving the issue immediately as it should for their mistake and poor procedures. This company is a scam and has a terrible process that results in over-changes to customers and is continuing to waste time I do not have for charges they added to my account fraudulently.

  

  Business Response

  Date: 04/02/2025

  April 2, 2025
  
  BBB ID: ********
  ********************** Ref: 5225720
  
  Dear Ms. ********************* you for your concern for our customer Ms. ****************** records indicate the Promissory Note for extra charges on Ms. ******* rental contract were canceled.
  
  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:04/01/2025

  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 dispute my wrongful placement on U-Hauls e-list and request an immediate resolution to this matter. I have been a responsible and reliable customer, and this situation has caused me significant inconvenience and financial loss.On October 25, 2024, I received two text messages from U-Haul indicating that I would be contacted for a reference regarding a rental. As I was working at the time, I did not respond to these messages. Despite this, a U-Haul employee falsely stated that they had spoken to me. I have phone records proving that no such conversation occurred.On March 28, 2025, I attempted to rent a trailer from U-Haul. My reservation was confirmed for pickup, yet when I arrived, I was informed that I had been placed on the e-list. After contacting U-Haul customer service, I was directed to ***************** and given a claim number that has no connection to me. Since then, ***************** has failed to return my calls, and U-Haul has refused to resolve the issue, stating that only ******* can remove the e-alert.I am being unfairly penalized for an incident in which I had no involvement. This has resulted in financial loss, as I was unable to retrieve the vehicle I had scheduled for pickup, costing me $500.I respectfully request that U-Haul:1. Immediately remove the e-listing from my account.2. Provide documentation explaining why this action was taken against me.3. Review the stores call logs and audio recordings to verify that I never provided any reference.4. Ensure that ***************** responds to my inquiries regarding the claim that has been incorrectly associated with my name.If this matter is not resolved promptly, I will have no choice but to escalate my complaint to the Better Business Bureau, the ************************, and consider legal action to recover my losses.

  

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  BBB ID: ********
  ********************** Ref: 5246576
  
  Dear Ms. ********************* you for your concern for our customer Mr. ***************** records indicate Mr. ***** was removed from eAlert on April 8, 2025.
  
  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:04/01/2025

  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.

  Dear BBB,I rented a storage unit (#****) for several months from this U-haul location. I'm unable to remove my possessions from the storage unit and I count my possessions a loss. Uhaul has informed me that they have put a lien on my possessions and will sell them at auction as of 3/13/25. However, they have not cancelled the rental and continue to bill my account. As far as I know, they may be charging me for an empty storage unit.I paid my last balance-to-date on 3/14/25 of $514.70. I also asked Uhaul to cancel my rental by phone as well as by electronic form. They have not acknowledged my cancellation request and continue to bill me for services not desired and for services not rendered. So far, they have billed me in the amount of $89.95 since 3/14. My rental is through and I do not owe them this money. Can you please help me by having them cease-and-desist in pursuing a false claim to rental due and by cancelling this alleged outstanding amount due?Thank you in advance.Sincerely,**** *********

  

  Business Response

  Date: 04/14/2025

  April 14,2025
  
  BBB ID:23142006
  ********************** Ref#:5246568
  
  Dear Ms.*******,
  
  Thank you for your concern for our customer Mr. ************************** **********, a *********************** Agent,followed up on the information Mr. ********* provided.  She emailed the move out records to Mr.Crepinek, that was done on April 1, 2025 showing a $0 balance.
  
  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:03/31/2025

  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 February 1, 2025, I rented a 26 foot box truck from U-Haul in ******* with an anticipated return on February 2, 2025. During our drive to ***********, we realized a major steering vibration and or wobble coming from the front end, which made the truck unsafe and difficult to drive. As we got closer to *********** the steering issue became drastically worse. So much so that I was pulled over by the police because the truck was swaying back and forth so much. I was also followed by two other officers who also noticed the steering vibration and wobble. When I arrived in *********** to unload the truck, I called your team to let them know the truck was unsafe to drive and planned to drop it off at ************************************* for repairs and rent a U-Haul van to get me back to ******* by February 2, 2025. After returning the van on 3/2/25 at my original ******* return destination, U-Haul placed unauthorized charges on both of my cards and issued a promissory note. U-Haul has fraudulently overbilled my cards for (2) moving companies, multiple one-way trips, mileage, gas, and a mechanic that I did not authorize or initiate. Expected costs of trip $1,145.01 had U-Haul rented me an operable truck: 1. 3/1/25-3/2/25 26 ft Truck $103.10 (rental) + $795.96 (milage)= $899.06 Total 2. 3/3/25 Moving Help $245.95 Actual overbilled costs of $2,352.03+ due to U-Hauls lack of quality control and vehicle maintenance:1. U-Haul $1,137.14 USAA Debit Card dated 3/3/25 2. Moving Help $245.95 USAA Debit Card dated 3/3/25 3. Moving Help $185.95 USAA Debit Card dated 3/3/25 4. U-Haul $122.47 USAA Debit Card dated 3/3/25 5. U-Haul $250.48 USAA Credit Card dated 3/2/25 6. U-Haul promissory note $410.04 Also, on March 13, 2025, U-Haul fraudulently attempted to charge my USAA credit card four times with the following: Attempt #1 - $440.04, Attempt #2 - $330.03, Attempt #3 - $220.02, and Attempt #4 - $110.01.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5192712
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************** *******, our President for our **** Orlando **************** followed up on the information Mr. ****** provided.  He informed our office he spoke to Mr. ****** previously.  Mr. ****** claims he was given a faulty truck that was not able to be driven back to the original pick-up location.  Mr. ****** contacted Roadside Assistance, but declined help to be dispatched to access any mechanical issue.  Instead, he booked another in-town rental with a U-Haul Cargo Van with the intention of returning it to a different location.  Mr. ******* relayed Mr. ****** was vulgar and combative during their conversation and stated he was going to sue U-Haul several times.  ********** had the Promissory Note waived on the Cargo Van as part of an agreement Mr. ****** would have been charged what the Late Not Return rate was if he was to complete the roundtrip.   
  
  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: 04/03/2025

  BBB,
  At no time did U-Haul ever offer a refund so do not believe their previous statement. When I attempted to reach out to U-Haul management at many different levels throughout their organization, I was mistreated, cut off, and never offered any resolution.  I completely deny U-Haul's claims that I am combative which never once happened and is a complete lie.
  
  I'm happy to see that U-Haul is now willing to remove the promissory note but that is only approximately $400 of the approximate $1,000 (not including movers) you overcharged me.  I was told to rent the van and do a one-way trip home by your agent who said it would be resolved on my bill due to the truck breakdown and my willingness to bring it to your local shop for assessment, so no 3rd party mechanic was needed.

  I'm willing to settle for the removal of the promissory note and $300 mailed in check made out to **** ****** and sent to *************************************

  

  Business Response

  Date: 04/07/2025

   April 7, 2025
  
  BBB ID:23138406
  **********************************
  
  Dear Ms.*******,
  
  Thank you for your continued concern for our customer Mr.******.
  
  ***** *******, our President for our **** Orlando **************** reviewed Mr. ******* recent comments. He informed our office Mr. ****** was charged the correct amounts for moving help and was refunded for the unused/cancelled moves.  The truck rate is accurate based on the round-trip amount.  He relayed there is a $250 difference from the Late Not Returned rates. In an effort to bring closure, a refund for $300 was issued to **************************** should receive the check within the next 10 business days.
  
  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   

  Customer Answer

  Date: 04/25/2025

  I accept your offer; however, UHaul just fraudulently charged my account in the amount of $250.48 on 4/23/25.  It appears you sent me $300 and charged me $250.48 which is not what was agreed.  Today I will be reporting your transaction as fraud with my back and you can consider this matter unresolved until the $250.48 is returned to me.  If necessary, I will report you to the authorities for continued fraud attempts.

• Initial Complaint

  Date:03/31/2025

  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.

  Date Truck Picked Up: March 2, 2025 Date of Original Return Date: March 12, 2025 Date return extended (complimentary): March 15, 2025 Date extended: March 31, 2025 Date returned: March 29, 2025 The contract information does state: "Extra Day Rate for the ** $40,00 Per Day". However, I do not see where it states (on the contract) I'd be charged $14 a day per day for those extra 15 days, nor does it state that $40 does not include taxes. In addition, every representative (a half a dozen to a dozen interactions) from Uhaul stated it would be $40 a day extra for the truck rental. NO ONE mentioned it would be $40 a day plus taxes and insurance. I filed a dispute but the local ******** manager refused to acknowledge what I was saying and what I was reading. It seemed he did not take my dispute very seriously and didn't even have the authorization to approve the refund or not. Therefore, I kindly request a refund in the amount of: $315.88.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5225597
  
  Dear Ms. ********************* you for your concern for our customer Mr. ************************ *******, our Executive Assistant for our South ************************** followed up on the information Mr. ******** provided.  She informed our office she was not able to reach Mr. ******** by phone, but also sent him an email requesting a call back to discuss his concerns and reach a resolution.  She provided her office call back number,**************, as well as her cell phone number, **************, and hopes to hear back from him 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

• Initial Complaint

  Date:03/30/2025

  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.

  Uhaul thrown all my personal belongings away. It was my understanding that with a new rental unit the first month is free...And by verbal agreement since i had no access we was suposed to write a new agreement and so in the midst of doing that my one and only vehicle broke down and i was not able to get anything moved. And i had informed them of it. So a week or two went by and i was finally able to acquire another vehicle and it was too late when i went to talk with them about it they told me that they disbursed my things to the local landfil where i wasnt able to get anything of it recovered. Without any notice of any sort that they was gonna do that..no phone call or emails they had my address so not a knock on my door or any mail was sent stating any if that. And i used to be an assistant manager at an apartment complex and by law they suppsed hold your things for at LEAST 30 days up to 6 months in ********. They are wrong in doing that and i want some kind of reimbursement or replacement of some things. And their red tag they put on the units say they will auction off.. not throw away. They are false advertising and they have no right doing what they did. I would go to the local authorities but i want to go bigger than that. And i have only a few pics of some items i had that got tossed out i would like some compensation of some sort.

  

  Business Response

  Date: 04/09/2025

  April 9, 2025
  
  BBB ID: ********
  ********************** Ref: 5229034
  
  Dear Ms. ********************* you for your concern for our customer Mr. ******************* *****, our Executive Assistant for our ************************* followed up on the information Mr. ***** provided.   He informed our office he contacted Mr. ***** and advised him of a refund for $160.  Mr. ***** should receive the check within the next 10 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.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

  Customer Answer

  Date: 04/09/2025

  
  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:03/29/2025

  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.

  On March 9th, 2025, I rented a U-Haul van for the first time (and hopefully now last time). Being naive and not having rented a vehicle before, I failed in due diligence and did not take pictures of the dashboard before heading off to move between apartments. A single 25 mile round-trip to the next town over became a 139-mile charge on the bill. I wish I had taken photographic evidence, but even without it, I must make my case, lest society continues to allow U-Haul to continue its bluntly fraudulent behavior.The receipt doesn't even add up. I apparently drove 139 miles in 3 hours, only barely possible when you factor in loading and unloading furniture, and certainly not feasible without excessive speeding on the residential roads. And on only 4 gallons of gas? I had no idea a van full of furniture has 35+ MPG, on par with modern sedans, wow! /s It is blatantly obvious that U-Haul is overcharging me with the mileage, or covering up its own use of the vehicle and charging customers. Repeated attempts to contact the Area Field Manager (****** ******) have only been met with silence or **** responses to shut down the conversation. No details or reasoning are ever provided to justify their ************ should never assume malice on the part of others, but even if it is just negligence, I have few words to describe how utterly disgusted I am with the business protocol and practices I encountered with this company.The final charge was $144.96; I calculate the actual charge to be around $70.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  BBB ID: ********
  ********************** Ref: 5212153
  
  Dear Ms. ********************* you for your concern for our customer Mr. ********************* **, our Traffic Manager for our South Bay Regional Office, followed up on the information Mr. **** provided.  She informed our office she left him a message requesting a call back. She also explained she issued a refund for $85 back to Mr. ***** **** account as an adjustment on his rental and confirmed he only traveled 22 miles with the U-Haul cargo van.  The refund can take 5 business days to post to his credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Best regards,
  ***** *********
  Sr. Field Support Representative
  U-Haul International

  Customer Answer

  Date: 04/08/2025

  
  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 have confirmed that the business has performed this action and will consider this complaint resolved.
  
  Regards,
  
  ******* ****