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:09/06/2022

  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.

  I reserved a 20ft Uhaul that sent me to a storage unit in *******, ** where there was no Uhaul or employees. We called customer service where we were spoke to like we did not understand what we were doing, so we returned and the reservation brought ** a pickup truck in ***********, ** (somewhere I have never been). We were forced to wait an additional day and were told we would get a 26ft truck for the 20ft price and would pick it ** in ******, **. All of the driving cost me considerable fuel. We were not given a 26ft truck and were already delayed in moving and were forced to take a 15ft truck. Due to this, we had to leave behind considerable amounts of our belongings and pay more rent until the additional items were hauled away. We were also charged a cleaning fee for a unit we swept out ourselves. Uhaul's negligence and poor business management has cost me a considerable amount of money, much more than my rental fees. After seeking resolution by phone, I was given a $50 refund and a $50 gift certificate. This is not an acceptable resolution to my problem considering the financial loss Uhaul has caused me to endure. I have documentation of all transactions.

  

  Business Response

  Date: 09/07/2022

  September 7, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3922935
  
  Dear Ms. ********************** you for your concern for our customers, ***************************** and *************************, whose name is on the rental contract.
  
  ***************************, our President for our East ****** **************** followed up on the information **************** provided.  He informed our office he contacted ***************** and **************** and offered his apology for the error with the reservation.  ************************ issued them a refund back to their Master Card account for $260.10 as an adjustment on their rental.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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 rented a 10 truck with a tow dolly for my vehicle. The dolly was installed incorrectly causing damage to my vehicle and I tried multiple times to speak with a representative at the local locations to resolve but was unable to do so.

  

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3882459
  
  Dear Ms. ********************** you for your concern for our customer *****************
  
  ***********************, our President for our *********** **************** followed up on the information **************** provided.  He informed our office *************** was compensated for the time delay in securing the tow-dolly.  If she needs to pursue a claim for damages,she can contact ************************* at ************, choose option 1.  They are available Monday-Friday, 6:00 AM-5:00 PM MST.  She can also file a claim at https://repwest.com/Claims.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 09/15/2022

  I do not accept this response.  I contacted uhaul and attempted to file a claim but received no assistance nor a call back for the claim submitted on 8/17/22. I called and was transferred to the claims department gave all info requested and Ive never received a response.  This is why I was forced to file a complaint also the date complaint was filed I sent an email to the public relations email address provided on their website attaching a written statement, video of damage and voice memo of a uhaul representative stating how the service I received regarding the tow dolly impacted my car. I received a generic response to which I responded and nothing came from that either. I specifically requested that my issue needs to be addressed.

  

  Business Response

  Date: 09/20/2022

  September 20, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3882459
  
  Dear Ms. ********************** you for your continued concern for our customer *****************
  
  As relayed in my previous response, **************** can file a claim for damages with our insurance carrier,RepWest ****************** by calling ************, choose option 1, or she can file online at https://repwest.com/Claims. 
  
  We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:09/03/2022

  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.

  reserved a 26 foot u-haul truck from the u-haul location off ***** street in ******** ************** on APRIL 27th 2022. I called Friday may 27th to the ***** street location in ******** to make sure they received my reservation and that i had a truck to pick up. The man on the phone assured me it would be there. On Monday may 30th 4 days before i was supposed to pick up my truck i received a call stating that the ***** street location did not have a truck and they sent my reservation over to the location on ************ in ******** **************. The man assured me and confirmed that my truck would be there. After getting off the phone I tried several times to get a hold of the location on ************ to confirm that my truck was there or it would be there with no answer to the phones. I tried again to contact the uhaul place on ************ on Wed june 1st 2022 and spoke to the man who said that the person who currently has the truck out has "extended" his reservation several times and he could not tell me if the truck would be on the lot for my Friday morning pick up. This man was not willing to work with me in any way to find a possible replacement truck near by that i could rent. I spent the rest of the day wed trying to figure out how i was going to complete my out of state move in less than 2 days after being promised a truck and getting left with nothing. The man on the phone blamed me for the truck possibly not being there as i made the reservation over a month before. On June 21st I reached out to U-Haul via email to attempt to get some sort of refund as I spent over 500$ on this truck. On June 22nd 2022 I received a voicemail stating U-Haul was looking into the issue. This was the last time I had heard from them. On july 16th 2022 I reached out to U-Haul once again via email to get an update with no response to this day. The situation I have dealt with from not only one U-Haul dealer but two different dealers is 100% unacceptable.

  

  Business Response

  Date: 09/08/2022

  September 8, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3774792
  
  Dear Ms. ********************** you for your concern for our customers, ***************************** and *********************************, whose name is on the rental contract. 
  
  ***********************, our Traffic Manager for our Southern Atlantic ********************** followed up on the information ******************** provided.  He informed our office he reached out to ******************** again and offered his apology that she was not contacted.  He advised her he had not received the emails she sent in, therefore, did not respond.  A refund for 25% of their rental, or $139.59,was issued back to the Discover Card on file as an adjustment on their rental.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:09/02/2022

  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 rented a vehicle with both, internal and external damage. The transmission went out, the entire dash board was lit up with service alerts. After enduring the vehicles numerous technical difficulties for well over three hours, I was advised, by Uhaul's corporate office, to return the truck to it's original location. The phone system stated it was already after hours for this site and therefore closed for the day. As one of the issues was a broken mirror, with the sun going down, I decided it best to park the vehicle for the evening.... without completing my move. I then contacted the ****** location and was advised by Uhaul representative, ******, that I would be charged an additional day if I were to receive a new rental on the following day. Being forced to stop my move was a very costly decision, yet it was my only option. Uhaul should never place customers in a position of having to choose between cost factors vs safety risks.

  

  Business Response

  Date: 09/04/2022

  September 4, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3916529
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  ***********************, our Traffic Manager for our Metro DC **************** followed up on the information ************** provided.  She informed our office she spoke to ************** and advised her of a full refund back to her **** account.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:09/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The rental service date is 9/1/2022. I made a reservation from 9:00 AM to 2:00 PM. The reservation number is ********. I returned the rental van at 2:54 pm because there was traffic on the way back and I was complying with rental contract to refuel the gasoline to the level when I took the rental vehicle out. Thus, there was a reasonable delay. Yet, the company recklessly charged me for additional $54 for late fee and claim the vehicle is considered late for another day. I was late trying my best to comply with the rental agreement and refuel the tank. Then I get penalize for refuel the gas tank. I think U-haul is purposely cutting the reservation time short and make consumer to fall for this kind of contract scam.

  

  Business Response

  Date: 09/02/2022

  September 2, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3916219
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  A refund for the extra rental period of $19.95 for the U-Haul truck and $25 for Collision Damage Waiver plus tax was refunded back to Mr. ****** **** account in the interest of customer good faith since he was only 30 mins late on returning.  The refund for $47.29 can take up to 5 business days to post to his credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:09/01/2022

  Type:Delivery 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.

  U haul is refusing to delivery my property,they have changed the date to delivery my belongings three times and each time they are changing the date.i want my stuff.n don't recommend this faulty business to Noone. There rude and disrespectful they will hang up on me,I have took off work twice for my scheduled delivery and each time I have been contacted days before that they are canceling my delivery. This whole service is a rip off and fake.i paid for the ubox insurance and delivery in one payment, now uhaul is saying I have to pay an additional 140$ to get my ubox delivered, they false advertised about the whole thing.when you call you can't get threw for hours.

  

  Business Response

  Date: 09/06/2022

  September 6, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3812632
  
  Dear Ms. ********************** you for your concern for our customer *******************
  
  *********************, our Traffic Manager for our South ******* **************** followed up on the information ***************** provided.  He advised our office,the fee for delivery has been waived due to the inconvenience she has experienced.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 09/06/2022

  
  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:09/01/2022

  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 have 2 units at the ****************** location that I have for over 2 years never missed a payment never been late I go today and there is a lock on my unit i call the office and was put on hold the store manager was of not any assistance she is rude and will not even address you when come in the store my husband had to come home get a hammer to pop the lock off. i call district manager ***** who refused to provide his last name offered not assistance and defended the rudeness of employees stated he cannot make them do anything only when i sent pictures did he apologize called **** another ******** who has yet to return call . i would like a formal apology for the inconvenience i was caused today

  

  Business Response

  Date: 09/02/2022

  September 2, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3915906
  
  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 contacted ****************** and offered his apology for the inconvenience they experienced.  He relayed they will have the door repaired and assured our office the manager of the storage facility and staff will be counseled to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:09/01/2022

  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.

  On the date of 8/22/2022, I signed a contract to rent a moving truck for $39.95+$0.79/mile. When I arrived to pick up the keys and pay for the service, the U-Haul Representative informed me that they did not have a card reader and would have to input my card manually which I agreed to. Once I handed my card over the representative read my card aloud, including both the expiration date and CVV on the back of the card, which struck me as very concerning. He then proceeded to say my full name aloud and my date of birth, all of those actions were done with another representative next to them whilst behind a keyboard. This was the only transaction made on my card that date. The following morning I awoke to over $1200 of fraudulent charges made on my account via various purchases through DoorDash. Not only was this incredibly alarming during an already stressful event of moving, but my account was overdrawn and my first months rent payment was bounced due to insufficient funds which sets a terrible first impression as a tenant to prospective landlord. I reported this to U-Haul immediately and the general manager by the name ******* was notified 8/23/2022 but had not replied until today 8/31/2022 after I contacted U-Haul again seeking escalation of this matter, which I was informed the Vice President would look into this matter personally. ******* contacted me with what seemed an unenthusiastic apology and claimed he would look into the matter. He also sounded noticeably frustrated and mentioned he was called by his Vice President and gave the impression he was reluctant to assist in the matter but would be doing so to please the Vice President.

  

  Business Response

  Date: 09/16/2022

  September 16, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3932576
  
  Dear Ms. ********************** you for your concern for our customer *************
  
  *********************************, our President for our South-Central ******* **************** followed up on the information ************ provided and sent him the following email:
  Good afternoon, my name is *********************************. I am the marketing company President with U-Haul. Please give me a call back at ************. I would like to discuss your recent experience. If I dont answer, please leave a detailed voicemail. Thank you and have a great day.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

• Initial Complaint

  Date:08/31/2022

  Type:Product 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 contacted Uhaul and reserved 3 U-boxes to be delivered to my house for packing (by me) and then to be shipped to ************** by Uhaul. I was not sure whether I need 2 or 3 boxes, but since the Uhaul website specified that I can reserve as many Uboxes and they will refund me for unused boxes, I booked 3.I have two distinct issues:1. Shipping cost: As per the Uhaul website, and as per several conversations with customer service representatives over the phone, the shipping rate for 2 U-boxes is $1,122 and that for 3 boxes is around $1,400. I ended up using only 2 boxes, and so the expectation is that Uhaul will refund me. They did refund me the Ubox rental; however, they charged me $1,306 for shipping cost of 2 boxes. Until this moment, no one at Uhaul was able to explain to me why I was charged $1,306 rather than $1,122. I have called Uhaul, chatted with agents online and called their location and no one was able to explain to me the cost nor help me. I was given the number to the general manager's office at this location, I called him and he said he will follow up. When I tried to call him again 5 days later, my call was being directed elsewhere and I was unable to reach him. I sent 3 emails to the email address of the location and I never received a response.2. U-box rental rate: As per Uhaul website and customer service reps, one month rent of a U-box is $99.95. I completed my booking by phone and received a bill with the box rental priced at $144.45. I emailed customer service and they asked for proof that a box rental is $99.95. I sent them screenshots of the quotes I see on their website, and they stopped responding to me emails. Again - no one ever explained the different in prices nor responded to me complaints or inquires. I didn't cancel my booking as it was close to my moving date. I ended up using 2 boxes for 2 months.Between the two issues, I was overcharged by Uhaul $364 (44.5*4 + 184). No one at Uhaul handled my inquiries in over 2 months.

  

  Business Response

  Date: 09/01/2022

  September 1, 2022
  
  BBB ID#: *******
  ********************** Ref#: 3913046
  
  Dear Ms. ********************** you for your concern for our customer *************
  
  ************************* with our U-************** followed up on the information ************ provided.  He informed our office he sent ************ an email and issued her a refund for $364 as requested back to her **** account.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 09/01/2022

  
  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:08/31/2022

  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.

  On Wed Aug. 24th, my wife reserved a $19.95 (plus **** cents/mile) Uhaul to assist her mother. The pick up was for Aug. 27th at 1:30 pm....We arrived at ********** at the time pick up time to grab the truck and it was not there. The managers of the location had to call the previous renter to ask how much longer they would have the truck as they didn't request a time extension. After waiting nearly 2 hours the truck arrived and we were told we would be compensated. Also, we were told the tank was at half. It wasn't. It was at 3/8ths and we have the pictures to prove it. We returned the truck after putting the gas exactly where it was and after being charged $41. It is now the 31st and we were charged an additional $15. So not only have we still not gotten the $50 reservation ************* back (after reaching out to customer service 4 times in 3 days !!!) but we were overcharged and not compensated for the inconvenience. This was the worst service and I normally do not go this route but considering the HUGE disrespect of my time and the lying, I had to file this complaint. I want a full refund of the $55 charges the $10 for gas PLUS the $50 reservation promise. $115 TOTAL.

  

  Business Response

  Date: 09/04/2022

  September 4, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3913023
  
  Dear Ms. ********************** you for your concern for our customer ***********
  
  *************************************, a *************** Service Agent, followed up on the information ********** provided.  She issued ********** the $50 Reservation Guarantee Fee back to his Master Card account on September 1st as he was scheduled for 1:30 PM pick up and was not dispatched until 2:37 PM.  ********** was not charged for fuel.  The increased rate is due to mileage.  It was estimated at pick up he would travel 20 miles, when in fact he traveled 35 miles.  A split payment was taken, $40.75 at dispatch and then $14.85 at return.  Refunds can take up to 5 business days to post to a credit card.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International