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
- 2,068 total complaints in the last 3 years.
- 585 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:09/23/2022
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 had booked a U-Haul with my chase Manhattan debit card. I had a confirmation number. I couldn't get keys in my hand.. these dumb a** niggars are cheating you, they are cheating U-Haul corporation. They accept cash only transactions. They work with Crips members, as in gang member who raped me. Where the f*** is my truck.. I will see you in court.Personnel involved ******************* ***************************************** and *************************. *************************************************************** ************
Business Response
Date: 09/28/2022
September 28, 2022
BBB ID#: ********U-Haul Ref#: 3952763
Thank you for your concern for our customer,**********************************
*********************, ***************** President of ******, followed up on the information Geetha and sent the following email in addition to trying to call her.
Geetha, Please call me to discuss at your earliest convenience.'
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
Initial Complaint
Date:09/22/2022
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.
Uhaul recommended and offered moving services hen I purchased a ubox and offered insurance for the contents of my box. I had insurance and was expecting the movers to also have insurance. I also trusted uhaul to offer legitimate movers with their service. The movers uhaul partnered with and im sure takes a percentage from broke my tv and scratched my **** dresser. The service described said from uhaul it comes with moving pads and the movers will use them. The movers never used the pads I paid for with my service after asking them to several times. Uhaul then made me aware that even though they take a percentage and promise these services partnered with the movers they actually dont background check, make sure they are licensed, or insured. essentially putting all consumers at risk of being assaulted, stolen from, or their things broken with no options on recovering the loss. the movers they partnered with are not only not licensed in Georgia but they aren't insured. I trusted uhaul to provide through and through service and learned a disturbing fact about them. They will put you in risk and danger for a dollar. They have more than enough resources to vet or have these people upload documentation and verify themselves and make sure they are in legal standing before they partner and recommend their services. I will be uploading the emails from their manager and the damage as well as the text from the movers.Business Response
Date: 09/26/2022
September 26, 2022
BBB ID#: ********U-Haul Ref#: 3952734
Thank you for your concern for our customer, ******************************
*************************, Moving Help Shift Lead, followed up on the information ******** provided and the resolution is as follows:
******** was given a full refund for the Moving Help order; $241.95 will be refunded. Refunds normally reflect within five business days. She was told she can still pursue the Moving Help Provider for legal actions and ***** will email the Moving Helper asking them to contact the ******** regarding the damage to the TV.
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
Initial Complaint
Date:09/21/2022
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 July 29, 2022 I rented a storage unit in *****, ******* to store my sons belongings while he was between dorm rooms at *** for two weeks. I paid one month in advance. On August 16, 2022, we moved his property into his new place. We emptied and cleaned the unit, removing our lock. On August 22, 2022 I initiated the return process online and received a confirmation stating the U Haul team would complete the process. I have received two late notices and a late charge. On September 1, 2022, upon receiving one of the notices by email, I tried calling the location with no answer. I emailed them copies of the email advising of the cancellation of the contract, and have to this date not received a response. I tried once again on September 16th, and after no one answered the phone, I initiated an online chat with Uhaul. The person online advised I should go by the location and talk with them. I told her that I am currently in *******, not *******. I gave her the contract number and she confirmed that there is no open contract with the number on my contract. She said she would contact the manager at ********************* and have him follow up. I also forwarded my earlier email to them once again. Guess what....no response to date. The late notice advises that I can make my payment online, but sadly, there is no open contract with my information. This is a small amount of money to be sure, but the blatant disregard for a customer is infuriating to me. I want them to stop sending the notices, confirm my account is closed, or explain why I would owe any additional money.Business Response
Date: 09/22/2022
September 22, 2022
BBB ID#: ********U-Haul Ref#: 3948021
Thank you for your concern for our customer, *********************.
I followed up on the information **** provided and the resolution is as follows:
I confirmed the storage contract is now closed.I also checked for any additional charges or any pending outstanding balance and there was not any. We are sorry for any inconvenience or frustration this caused.
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: 09/22/2022
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:09/21/2022
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 was contacted today(Sept 21 2022) by a Uhaul rep. I was told that my reserveration(which was made a month prior), had it's pick up location changed, from my city, to a location roughly two hours from here. I explained this was not acceptable, as it has now become an approximately 4 hour round trip, to pick up the uhaul trailor, that I had requested a month ago. The rep went on to say that she could scheduele something for early October, but we had already planned our cross country move, around this reservation. Additionally, moving the reservation to that prospective date, would not guarentee anything, as proven in this experience to begin with. The agent was quite rude and did not attempt in any way to try and remedy the situation, other than stating that this was only way. Finally the customer service line was a rats nest to navigate. I was passed from one agent, to another and another, with long wait times in between. This has been a massive inconvience, from Uhaul with a an already, busy and stressful, cross country move.Business Response
Date: 09/25/2022
September 25, 2022
BBB ID#: ********U-Haul Ref#: 3947206
Thank you for your concern for our customer, ********************* (name on complaint ***********************).
***********************, Traffic Control Manager of Central Canada, followed up on the information **** provided and the resolution is as follows:
When the reservation was made, they acknowledged "A local U-Haul representative will call you by 6pm on Friday, September 23, 2022 to get agreement on and schedule available time, equipment and location." Unfortunately, the available options were not agreeable to the **** and his spouse. After speaking with **** and his wife, ******* was able to reach an agreement at an alternative location, 3 additional days were added to the rental and the rate was reduced by $536.
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
Initial Complaint
Date:09/20/2022
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.
A rental vehicle was obtained from UHaul, reference #*******, that was not properly working, therefore I am seeking reimbursement for services not fully utilized and for safety concerns. In sum, I was provided a faulty vehicle that had issues with the fuel pump since it did not allow for the gas pump to properly fill the truck. Additionally, the truck staggered while driving. I picked up the truck at 7 A.M, was on the road by 10 A.M,, and called UHaul road side assistance reference #*******, and worked with "********." Despite my waiting for 6+ hours to have the issue resolved, as properly documented by customer service notes and evidence provided in attachments, I had to personally return the vehicle and identify an alternative way to return home since I had safety concerns. Since services were not fully rendered, I am seeking reimbursement for faulty equipment and for the loss of my day (incurring cost for finding alternative way home).Business Response
Date: 09/22/2022
September 22, 2022
BBB ID#: ********U-Haul Ref#: 3935461
Thank you for your concern for our customer, **********************
***************************, ***************** President of South ******, followed up on the information **** provided, and sent the following email.
'Hi Mr. **** This is *************************** with U-Haul Moving and Storage. I reviewed your contract and I understand due to the delay on getting Roadside assistance. I'm refunding the $377.20. My apologies on the delay of my response. I hope we can continue doing business. We appreciate your business. Thank you, *************************** ************'
Refunds normally reflect on the account 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: 09/22/2022
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:09/20/2022
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 truck on Tuesday August 30, 2022, but the next day Wednesday August 31. 2022 the truck would not shift out of the parking gear delaying my move out process. I reached out the local uhaul office ********* hwy in ****** and advised them of the situation I was advised to call the tow service. I placed a roadside assistance request on the uhaul website and was advised the tow service will be out an hr that was at 6:45pm. The service didn't arrive until 11pm .and I had to unload my furniture. Today I called the local office again and was advised since the truck was not at there location, it's still under contract and I can't get another truck. Now my furniture is stuck at a rental property causing additional delays and making the moving process very stressful. The assistant manager who spoke with was very unprofessional, and seemed like she had an attitude when I said I will call their corporate office. She didn't talking about giving a refund or even afford an apology. Please hire a better person to manage situations especially ones like theseBusiness Response
Date: 09/15/2022
General Manager *********************** spoke with consumers husband and told him a refund will be issued but we need to wait until the truck is confirmed to be returned in their system. The system will not allow the refund to be issued before the confirmation.Initial Complaint
Date:09/20/2022
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 reserved a storage space at the *********** location and never used the space nor did I open any items from the store. I was told that because I didnt use the storage space and canceled it within days that I would be totally refunded. I reached out to the manager ************************* multiple times to make sure that my reservation was canceled and refunded. I also went to the location twice to see if it had been processed. He did not ever reach back out to me and his sister (an employee there) ensured me that the refund would be taken care of. I had to call customer service and spoke with ***************************** on several occasions and when I was contacted, she said that ******** lied about me using a lock for storage. I never opened a lock at that store. I never moved Anything into a unit at that location. He lied and claimed that I would not be refunded because I locked the unit. Absolutely false. On top of that they tried to charge me a late fee when I already explained that I was waiting on a refund and I did not use their location for my storage needs. Im upset, Im owed my refund back and the manager has the audacity to lie to m ********* or the financial advisor or whoever and said I locked a unit when I never did. He said leave the lock on the floor in the unit and I can use it when Im ready to move in. Never moved in!!!! I will be writing a negative review but I need help to get this resolved as soon as possible!!!!! immediately!!!!!!Business Response
Date: 09/25/2022
September 25, 2022
BBB ID#: ********U-Haul Ref#: 3945182
Thank you for your concern for our customer, *******************.
***********************, ***************** President of Western *******, followed up on the information Ciera provided and the resolution is as follows:
The last storage payment will be reversed to the credit card used for the payment. We apologize for any inconvenience.
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: 09/26/2022
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:09/19/2022
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.
We rented this vehicle on September 14 for only one day, at 5pm and returned the vehicle September 15th at 3:30pm per the mobile app(we were not permitted to rent or return it any other way once we started the mobile app). The return was confirmed via the mobile app. We took pictures and notified them online that the pads and dolly were not on the truck. THE ***** WAS EMPTY. We did not get a response. When we returned the vehicle the keys were placed in the key return box as instructed. We were sent an invoice for illegal charges. They charged us for 3 day use and for supplies we NEVER received. The truck was given to us on empty! We had to immediately get to the gas station and returned the vehicle with at least 1/4 tank. We took pictures of EVERYTHING. I really believe this place should be investigated federally for illegal charges. I'm sure we are not the first.Contract number ******** Business number on invoice-************Business Response
Date: 09/25/2022
September 25, 2022
BBB ID#: ********U-Haul Ref#: 3946188
Thank you for your concern for our customer, *****************
*******************, Area Field Manager, followed up on the information ***************** provided and the resolution is as follows:
*** spoke with ***************** and apologized for the incorrect charge. He advised her $73.10 had already been credited for the missing pads and dollies on 23 Sep 2022. They then discussed what the rental charges for the day should have been, $75.79, so an additional $97.72 was refunded on 23 Sep 2022. Refunds normally reflect on the card account 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: 09/25/2022
Thank you
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:09/18/2022
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 recently rented a U-Haul truck. When I dove off with the truck I noticed an electronic device in the cup holder. I turned it on and it displayed"if found return to U-Haul for a reward" . Then the next screen that came up was every customer that had a reservation at that time. The name, address, phone number, reservation info and payment information. Anyone who picked up this device could see this information. I took the device back to ********************** and asked about my reward. They said " thank you this must be the one I lost yesterday". I got no reward. U-Haul has a privacy policy that states "we will take reasonable measures to protect and secure your data". There was no measure in place to protect the data. I asked U-Haul several times for a refund for this transaction. I talked to a few different people but just got pushed around from one person to the next. I said a refund was more than fair and I wouldnt file any complaints about the data exposure or the fact that they did not notify all the customers who's data was exposed which they are required to by law. I said I would move forward with my complaints to anyone I needed to to get a refund and make them accountable for this irresponsible act. They kept pushing me back and forth from him or her so now I will use other means to get a refund and see to it they are held accountable. They violated their own privacy policy which is a deceptive act and failed to notify all customers who's data was exposed which violated FTC regulations.Business Response
Date: 09/25/2022
September 25, 2022
BBB ID#: ********U-Haul Ref#: 3909735
Thank you for your concern for our customer, **************************
*********************, Area District Vice President of District 1, followed up on the information ****** provided, and sent the following email.
'Mr, ******, This is **** with U-Haul attempting to contact you in reference to a recent concern you may have. Please feel free to contact me at ************ to discuss and resolve. Thank you.'
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: 09/26/2022
**** tried to call me one time and I unfortunately missed his call. I then got an offer for $150 for their mess up. Peanuts compared to the $3500 they took out of my account. Usually when one party violated any part of a contract the rest is invalid. What would stop a company from doing it everytime if there was no consequence. The government makes laws and regulations to prevent this kind of behavior because it's wrong and deceptive.The only recourse a customer would have in this position is to keep the rented vehicle or not have to pay. If I make a mistake in my business the customer doesn't have to pay. That's fair. I said if we couldn't get this resolved by a certain date I was going to escalate this so I am. I wanted a full refund and ill leave it be. It will be a cheap wake up call for U-Haul. If I take this further just having a lawyer show up is going to cost more than what U-Haul stole from me. Plus if you have to start notifying all the customers like the law says you have to, to there will be more people looking to get some money out of you. Then theres the reputational damage and possible fines from ******************** I just want what's is for and don't want to spend my time going to court and making this a difficult situation for the company. But I do what I say I will do and I'm no ot waiting for for any calls or people to reach out to me. Its U-Hauls choice. It can end hear with my refund or it can go to the courts.
Business Response
Date: 10/11/2022
October 11, 2022
BBB ID#: ********
********************** Ref#: 3909735
Dear Ms. ********************** you for your continued concern for our customer, *****************
*********************, our Area District Vice President, reviewed ****************** recent comments. He informed our office he authorized a refund for $150 back to ****************** **** account for the returned uscan device. Please be advised, the charge for his rental will not be reimbursed. The refund for $150 can take up to 5 business days to post to his 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:09/16/2022
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.
Went into a U-Haul location in ********** ************ and was trying to change my reservation and the gentleman ***** said he would reserve me a 5 x 8 trailer. The next day I got there and they only had a 12 x 6 trailer even though I reserved a 5 x 8. 12 x 6 was entirely too big for my move but thats all they had before I left the facility I called U-Haul customer service and a woman ***** told me that they would give me the 12 x 6 at a 5 x 8 rate since I did have a reservation but they cant ***** it. In the meantime I needed to leave and I just paid the full price for the 12 x 6 and called customer service the following day and asked him to please give me my credit for the difference. They rejected it even though it was in the notes because a manager from the ********** office said not to ***** it not be keep this in mind this girl that worked at the ********** facility was very rude and called me a liar. Several phone calls to U-Haul no one will now give me the difference of the two trailers I was traveling 11 hours and my items bounced all around the trailer not to mention that there was a leak in the trailer and all my clothes got wet that were in boxes in the back of the trailer no one will recognize any of these situations even though I was promised the compensation between the two trailers I am very disappointed with this company and I wish there were other alternatives please do not rent any thing from Uhaul, Buyer bewareBusiness Response
Date: 09/23/2022
Hello and thank you for contacting us via the BBB. We definitely do not want any of our customers to experience an issue with the pricing of our equipment. Upon further review our ***************** President contacted you via email with the following resolution: "We will honor the price difference of $903 for the 6x12 and the $514 for the 5x8. The difference is the sum of $389 which will be refunded to your account. This normally takes 3-5 business days." Should you need anything else to ensure a resolution to your concern, please let us know.
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