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
- 2,076 total complaints in the last 3 years.
- 589 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:09/10/2022
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 U-Haul for a move on 8/31/2022. My move was from Virginia to ************, a 163 mile trip. I did stop at a rest station and to get gas, but the total trip should definitely be under 200 miles. I returned the U-Haul that night and entered the odometer information. I couple of days later, I received an email from U-Haul telling me that I had driven the vehicle over 400 miles. I have tried to contact them, and they do not respond.In addition, it was a horrible experience even to pick up the U-Haul. I made a reservation well in advance. These reservations last for two days. Upon trying to pick up the vehicle, I was told by the local renter that he had decided to cancel my reservation. This came without warning (i.e, no text, email, voicemail), and he charged me a $50 fee. I had to scramble around the city to find another vehicle. Is this a scam where the local distributor makes more money on cancellation fees than on renting the vehicle?Anyone that is looking to rent from U-Haul, beware. Make sure you document everything because they have horrible customer service and give you no recourse to fix their errors. Also, check the reviews of the local renters. Some are very sketchy.
Business Response
Date: 09/14/2022
September 14, 2022
BBB ID#: ********
********************** Ref#: *******, 3931449
Dear Ms. ********************** you for your concern for our customer *****************
***************, our President for our South ************ *************** followed up on the information **************** provided. He informed our office he issued a $58.24 refund for the extra mileage fee back to ****************** **** account in addition to a refund for the $50 cancelation fee. Both refunds will 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:09/10/2022
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 went online to rent a truck on 3 Sep 2022 and went to the location and was told that they didn't have a truck. I went back on line to register to rent a truck for today 10 Sep 2022 and called to ensure that the truck was there and the person that answered the phone was very rude and lacked any customer service. The reservation number for the vehicle today is ******** and the reservation is tracked by the phone number*************) I attempted to contact the corporate location at the following address/email: *********************************************************** https://www.uhaul.com/Contact/ and could not reach anyone. The organization needs to understand basic economics 101, which is supply/demand: if the customers(demand) stop utilizing the services then the supply(positions) will not be needed. As a Retired Veteran with 40 years of service and a Registered Nurse (36 years) to this country people need to understand that customer service is the epitome of any job and I was raised that you get more with honey than you do with urine. The personnel at the *********** location needs some customer service training or hire personnel that want to do their job and not treat customers like they are inconveniencing them (the personnel) by coming in for a service.Business Response
Date: 09/20/2022
September 20, 2022
BBB ID#: ********
U-Haul Ref#: 3931472
Dear Ms. ********************** you for your concern for our customer *************
*****************************, our President for our Central ********** **************** followed up on the information ************ provided. She informed our office she has left several messages for ************ requesting a return call, but has not yet heard back. ****************** would like the opportunity to personally address her concerns and offer a resolution. She can be reached direct at ************** or by email at ******************************************.
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:09/09/2022
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.
My husband and I drove a 20 ft truck from ******* to *****. The truck gave ** trouble on the road constant pulling and very rough ride. I have driven a truck from ******* to ********* before and this was MUCH WORSE. I reported the problem while on the road and filed a case. I am asking for any compensation for our troubles. ******************************* called me today an advised since no one else reported trouble that there was nothing they could do for me. The truck in question has already been damaged from a previous claim when they gave it to us/ My reservation number was ********. This took place August 23rd they are just now reaching back out to me.Business Response
Date: 09/13/2022
September 13, 2022
BBB ID#: ********
********************** Ref#: 3891773
Dear Ms. ********************** you for your concern for our customer *******************
*******************************, our President for our ******************* **************** followed up on the information ***************** provided. He informed our office he made contact with ****************** yesterday. Prior to yesterday, he spoke to her and explained no other families after her rental had reported any issues with the vehicle she rented, nor were there any delays. The truck is back in ******** from *****. A refund or adjustment on her rental will not be issued.
Our customers are very important to ** 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: 09/14/2022
I am not requesting a refund. I am requesting some compensation for the horrible experience and follow-up I have received from UHaul. I have frequently and loyally used UHaul for myself and family I would hate to discontinue my business because of how I have been treated the first time I complain.
Thanks
*****************************
Business Response
Date: 09/20/2022
September 20, 2022
BBB ID#: ********
********************** Ref#: 3891773
Dear Ms. ********************** you for your continued concern for our customer *******************
*******************************, our President for our ******************* **************** reviewed ******************** recent comments. He informed our office his decision in the matter remains the same. Monetary reimbursement will not be issued.
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:09/09/2022
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.
My friend rented a uhaul and I drove it from ********* to *******, ** and was charged ********. Now I rent one before from *********, **** to *********, ** and was charged ********. This isn't fair and when I asked to drive it back to ********* I was told no. I cant afford to pay ***** and I said I'll take it back which wont cost so much.Business Response
Date: 09/13/2022
September 13, 2022
BBB ID#: ********
U-Haul Ref#: 3929433
Dear Ms. ********************** you for your concern for our customers, ******************* and *****************************, whose name is on the rental agreement.
*************************, our Field Manager for our North ****** **************** followed up on the information ******************* provided and sent the following email in response:
Good afternoon, I have reviewed your contract and all charges are correct. This truck was rented as an in town rental in ********* and returned in ******* *****. The current One Way rate is $4,394.00 from SD to *******. When rented as an In-town rental and returned somewhere is, the one way rate is doubled. So the rental charge would be $8,788 before any other fees and taxes. **ntract charges are correct and will not be changed. Thank you, *****, Area Field Manager, U-Haul ** of ***************
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:09/08/2022
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.
This is for my order for 08/31/2022 UHaul specifically states that if that you have a reservation guarantee, then they will refund you $50 if your reservation is not met. Mine was not met on two occasions. The first, I reserved an 8' truck and they called to tell me only a 15' was available. When I brought up the $50 refund, the representative lied to me and said there was a box I should have checked. Upon further investigation, there is no box. I had to cancel that reservation because that was too large. I filed a dispute on their website. Their website stated explicitly that they will respond within three business days. It has been 4 business days (not counting labor day) and I have received no response. I then reserved a 10' from another location. When I arrived, they gave me a 15' even though there was a 10' on the premises. I feel like that reservation was not met either. There is a MPG difference between a 10' and a 15' truck. At least, they should have discounted the cents per mile charge.Business Response
Date: 09/14/2022
September 14, 2022
BBB ID#: ********
********************** Ref#: 3927426
Dear Ms. ********************** you for your concern for our customer *****************
***************************, our President for our South ****** **************** followed up on the information **************** provided and sent him the following email in response:
Hi **************** This is *************************** with U-Haul Moving and Storage of ******* I first want to apologized for the delay on this matter. I reviewed your reservation and I can see you had a reservation for a pickup truck and it was changed for a bigger equipment. Our reservation Guarantee applies to our confirmed and scheduled reservations. I see yours was. I'm submitting the $50.00 Reservation Guarantee as we advertise. Concerning the team member that provided the wrong information I will work on getting our team more informed about our policies and procedures. I hope we can continue doing business. We appreciate your business. Thank you, *************************** ***************** President. *********************** 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: 09/14/2022
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. I would like to see UHaul make it easier for other customers to inquire about the guarantee, as I have sent two (2) questions to customer service and had no response.
Regards,
*************************
Initial Complaint
Date:09/08/2022
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 on August 28th today is September ********* received an email stating my payment was declined, I checked my card statement and it shows UHaul has charged my card almost ****** when the UHaul was only suppose to be ***** but yet they are charging me fraudulent charges almost 2 weeks later.Business Response
Date: 09/13/2022
September 13, 2022
BBB ID#: ********
********************** Ref#: 3911002
Dear Ms. ********************** you for your concern for our customer *******************
Our records indicate the extra day fee was waived and our ********************** was advised to stop any further collection on ****************** truck rental account.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:09/08/2022
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 from the U-Haul at ********************************************************** on August 29, 2022 and was scheduled to return the vehicle on the same day at 10pm. I returned to the center around 10:30pm and found the parking lot to be completely full of returned rental vehicles with the sole entryway blocked and rental vehicles spilling out onto the street. I couldnt figure out where to park my rental as I had been instructed to return it to the parking lot at the center. Other people were also having trouble figuring out where to park their rentals. There were no workers present on site and there was no instruction of where to leave the rental in that situation. (The instructions said simply to park the vehicle in the u-haul center parking lot). Calling the support line resulted in long holds and it was the middle of the night and I had to get home. Moreover, all the parking on the nearby blocks was either taken or closed for street cleaning and posted as tow zones. So, I decided to park in the empty *** parking lot across the fence from the center. The lot was for cvs customers only, but I figured it was better to park it within eyesight of the u-haul center office (mere feet away from the u-haul property) than parking the vehicles blocks away where we could be fined for failing to return the vehicle. However, the next day I returned and was given a $558.32 fee for a towing fee from the *** parking lot. I had multiple conversations with representatives from U-haul and they said that I shouldve known to park it on the street, even though that wouldve been breaking the contract I had signed, and even if the closest parking spot had been many blocks away. They refused to refund me any of the fee, which is a lot of money for me. I argue that they should take responsibility for overbooking returns at that location and failing to give us instructions on where to return the vehicle in that situation. The same thing happened to four other parties the same night.Business Response
Date: 09/12/2022
September 12, 2022
BBB ID#: ********
********************** Ref#: 3910252
Dear Ms. ********************** you for our concern for our customer *******************
*********************, our President for our ****** **************** followed up on the information ****************** provided. He informed our office ****************** was advised several times she will not be reimbursed for the tow expense. We cannot control customers blocking the entrance to the return area, unfortunately. ****************** made the decision to park illegally even after several warnings and signage posted throughout the store, in addition to private parking signs that are posted. Our decision in the matter remains the same.
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:09/08/2022
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.
On July 21st, I rented a Uhaul Box online, U-Box Order #********. On August 8th, the Uhaul Box shows up at my house to be loaded. Besides being 2 hours late, it was the wrong box. Uhaul sent out a box that belonged to someone else. It had the lock still on it. The movers went back to Uhaul to get another box. After loading that box, I took a picture of the box because I was afraid of what had just happened, AA6567M. My box was supposed arrive in ****** **** on August 24th, 2022. The movers didn't come out until August 26th. When they arrived, they once again had the wrong box. They delivered someone else's box. I showed them my number and that wasn't the number on their paperwork. They had scanned the wrong box. I called Uhaul corporate who assured me they had my box and it would be delivered the next week. It is September 8, 2022 - one month since my move - and I still don't have my box. I have called the local store that tells me the box is in ****. **** local Uhaul says the box is in *******. This box has all our clothes, my work computers, all of our personal items, and some furniture. I have had to buy new computers, new clothes to work, and I'm extremely upset about my personal items that can't be replaced. I'm out over $3000 to date. This needs to be taken care of immediately.Business Response
Date: 09/14/2022
September 14, 2022
BBB ID#: ********
********************** Ref#: 3896798
Dear Ms. ********************** you for your concern for our customer *****************
*********************, our President for our *************** **************** followed up on the information **************** provided. A refund for $1,773 was issued back to Ms. ******* American Express account to cover late delivery and necessary purchased clothing. A VIP Certificate was also issued for the moving help to deliver in ****. 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:09/07/2022
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 September 7 I had a 4 hour truck rental from U-haul location at their ********* ********** location. I used their `Truck Share 24/7` self serve mobile app to rent the truck. For this 4 hour rental, I spent about an hour of it on their lot checking in and checking out due to the difficulty, application crashes and slowness of their mobile app. I ended up being charged over $200 for this '4 hour' rental. The main reason for the high cost was the fact that I was surcharged over $80 for fuel costs for a truck driven less that 50 miles. This is because-- only when I returned the truck, they told me the fuel gauge must be at the same value it was when I picked up the truck. But they never told me this when I picked up the truck. I had only noticed when I checked-out the truck that it was way less than half full so assumed gas was covered by the high mileage charge I was paying. I had no note made of exactly where the gauge reading was, I therefore had no idea how much fuel to put in. Because I was not warned to note the exact gauge level and to return it at that exact level I should not be charged $80+. My reservation number ********.Business Response
Date: 09/12/2022
September 12, 2022
BBB ID#: ********
********************** Ref#: 3927196
Dear Ms. ********************** you for your concern for our customer *******************
*******************, our President for our East ******************** followed up on the information ****************** provided. He informed or office he spoke to ****************** and addressed his concerns. He offered his apology and advised ****************** of a refund he issued back to his **** account for $125. The refund can take up to 5 business days to post to his credit card.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 09/17/2022
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. Please thank them for responding quickly--the refund has already been deposited in my account.And thank you BBB for your great help with this!
Regards,
***********************
Initial Complaint
Date:09/07/2022
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 rented a uhaul trailer on a one-way trip to Barre **. The uhaul location in ******* ** was unsure how to spell it and listed ****** **. instead. I told him that was wrong and he said he would leave the drop off destination blank and I could call and pick a dropoff destination close to Barre, That same day they texted me a dropoff in ******. I called the ******* uhaul back and he said no worries with the dropoff blank in the contract, i just had to call when I was ready to drop it off for a location by *****. I called and was given a uhaul in ******* **. about 30 miles from Barre. When i dropped it off he said there were no additional charges, that they were all paid in full when I picked the trailer up. I had my son-in-law with me who heard it as well. I will provide the contract which shows no dropoff location as well as the phone verification of ******* **. They recommended as the dropoff location, but even then only recommended as a prefrence only. They now want to charge me an additional $606.00 for not taking it to a downtown location in ****** 70+ miles away. Uhaul has a one star rating out of thousands of reviews on many sites because of the way they treat or backcharge their customers as a common practice. With the information I will send you showing I kept my side of the agreement, I don't see how they can continue this chrade. What an outlandish amount on top of it all. ( There is no dropoff location in the contract that I signed and the contract is everything) I want the total amount of the $606.00 removed from my credit card.Business Response
Date: 09/12/2022
September 12, 2022
BBB ID#: ********
********************** Ref#: 3720499
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 discussed his concerns. He advised ************** of a refund for the full amount charged at return in the amount of $606.56 back to his **** account. 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 InternationalCustomer Answer
Date: 09/14/2022
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,
*************************
P.S. this complaint should have been resolved months ago but you were unwilling to until I got the BBB involved, hoping I would just pay an unjust charge. Not a very ethical pratice toward your consumers. I am satisfied with the outcome, but not happywith the process I went thru.
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