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:08/28/2022

  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.

  August 16th 2022 Received email from U-Haul confirming reservation. I didn't rent a U-Haul. I called the company listed in email that rents U-Haul. I found out, the person who made reservation has my old phone number and did not give an email address in their transaction. Yet, I received it via email. The employee said my information came up when person gave phone number. Employee asked renter if their last name was ******. Why would an employee verbally verify!? Open invitation for identity theft, two a valid ID is required! Three, how would I know if any of my information was spoke out loud and or printed on renters receipt?! Four, complete consumers order with THEIR information! The employee tone was disregarding and snotty. Especially when I asked to delete all my information from system. I was directed to corporate office. Called U-HAUL and wait time was 40minutes. I found contacts on U-Haul website. I typed a detailed email and attached screen shots of reservation. With order number. I emailed ******************************************* ********************************** on 8-16-22. NO Response. I forwarded to same addresses again and requested a response on 8-19-22. NO Response. I forwarded again to ************************************** the director of customer service on *******. She responded on 8-22-22. Apologized for the non response. She recently changed positions in company and she sent my email to current director. She did not copy me on it. NO Response. I forwarded again to ******* on 8-26-22 and again NO Response. Not even from new director. I'm past being disgusted and an acceptance of apology. My name and info belongs to ME! U-Haul broke my trust and misused MY information! I want it in writing from the *** that U-Haul has deleted MY information from data base. To not sell trade share my information! *************************.

  

  Business Response

  Date: 09/01/2022

  September 1, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3906437
  
  Dear Ms. ********************** you for your concern for our customer *****************
  
  *********************************, Director for U-Haul ***************** followed up on the information **************** relayed and provided the following response:
  We strive to help every Customer as quickly and completely as possible and are very sorry for the lack of timely communication to Ms. ******* inquiry. Our ********************************** team have been briefed on the details of her experience and corrective action is being taken to avoid a reoccurrence of this action with future customers. We have successfully removed the incorrect information from Ms. ******* account as well as initiated a full deletion of her account from our customer management system, as requested. We offer *************** our sincere apology and gratitude for her bringing this to our attention. It is our hope that **************** will choose to do business at U-Haul in the future and give us the opportunity to show that we care about our Customers and the protection of their privacy.
  Thank you,
  *********************************
  Director,U-Haul Customer Service
  
  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: 09/02/2022

  
  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:08/28/2022

  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 return my haul within one day (about 5 hours) and return my uhaul, However they charched my extra 20 dollars for after hours service fee, which I never be charged that and it doesn't not make any sense. I extractlly forllow the return process, please help me solve this problem. The store location is *********************************************************

  

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3906441
  
  Dear Ms. ********************** you for your concern for our customer ***********
  
  *******************************, our Traffic Manager for our *************** **************** followed up on the information ********** provided.  She informed our office she spoke to ********** and offered her apology on behalf of our U-Haul store.  She also advised him of a refund for the $20 Service Fee back to his **** 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:08/28/2022

  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.

  The date of the transaction was 8/26/22. My original truck rental was a pickup/ drop off at the same location for $95 that I booked with a rep over the phone on 7/17/22, confirmed with a 1-800uhaul rep. over the phone the day before, 8/25/22 at 5:56pm & spoke w/ ****** who confirmed my reservation was all set for tomorrow 8/26/22. I did change pickup location to norristown. I reserved my 24/7 pickup for 7am since I wasnt sure how early I could be at the pickup location (**** w. Main st.). Rentals are 24hrs when you rent from uhaul so picking up past 7am was fine and still giving myself enough time to get my moving done for the day. To pickup keys I needed to use my phone, but my internet wasnt working at their location so I went inside since the store was open. I walked inside the store at 7:35am on 8/26/22. The girl at the counter, Princess, was purposely changing my original pick up/ drop off reservation to a one way ($252) after I told her I had to hurry to meet my movers at 8am on 8/26/22 while I was trying to get keys from her. She refused to edit or cancel my reservation to the way it was originally setup even after calling the store manager and they told her to do it. I created a new reservation on my phone at the store ($76 pickup/ drop off), went back to her with the new reservation & while she was on her computer to finalize the transaction she again changed my reservation to a one way & told me it would be $181. When I asked her to call her manager she refused. She wouldnt give me her name, instead she repeated my own name back to me. Another employee, *****, came to assist me, total was $108 pickup/ drop off, and ***** told me her name. I left at 8:16am and arrived at my place at 8:47am. Movers only had 40mins to help me pack the truck rather than 2hrs. I had to hire another movers to get the job done costing me more money. Uhaul isnt willing to refund me anything but give me a store credit which I wont use (how often does one move, I dont often).

  

  Business Response

  Date: 09/01/2022

  September 1, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3900888
  
  Dear Ms. ********************** you for your concern for our customer ********************
  
  *********************************, our President for our North ************ **************** followed up on the information ******************* provided.  She informed our office she spoke to ******************** and agreed to issue her a refund for the second set of movers back to her Master Card account.  As we value ******************** as a customer, we also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.  Refunds can take up to 5 business days to post to a credit card.
  
  Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans.  We rent towing equipment, storage units, and U-Box containers.  We sell permanent hitches, boxes, packing supplies and propane, in addition to many other items.
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul 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:08/27/2022

  Type:Billing 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.

  The amount of money charged after I returned a rental track: Safe move insurance charge $14.00 & Fuel charge $10.50 were withdrawn from my credit card, I had never added ************* filled the gas for 22 miles I had driven. My quota was $20.55 and $1.39 x mileage when I fill the fuel I use.

  

  Business Response

  Date: 09/13/2022

  September 13, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3928785
  
  Dear Ms. ********************** you for your concern for our customer *******************
  
  A refund for SafeMove Protection and the extra fuel expense were issued back to Mr. ******** **** account on September 9th in the interest of customer good faith.  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 International

  Customer Answer

  Date: 09/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/26/2022

  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 August 13th, 2022, we rented a u-haul box truck for our move; contract number is ********. My husband was not told any of the details of the contract but we had rented from them previously for our other moves and expected the contract details to be just like our previous moves. We rented it for 24 hours. We returned it 12 hours later and tried to fill it with gas, but the gas station nearby was closed. It was three gallons less than when we had picked it up. We expected to be charged for 3 gallons of gas only. My husband then tried to return the keys in the drop box but the website to complete the after hours return would not load. We sat there for some time trying to get the site to work. We finally had to drop the keys. We then tried to call the branch and leave a message about our issues; there was no voicemail box. My husband tried to call the next morning right when they opened, but it went to customer service instead of the branch. He waited for 40 minutes on hold. I then called and sat on hold for almost 20 minutes but was finally able to reach customer service (not the branch). I discussed the issues and how the emailed receipt showed an after hours charge of $20 and a fuel service charge of $30 (in addition to the 3 gallon gas charge). I discussed how I do not consent to those charges, especially when we spent so much time trying to fill it, trying to complete the after-hours return and trying to leave messages. **************** tried to get through to the branch, but customer service said the branch must have their phones directed straight to customer service. **************** refused to correct these charges and said the general manager would be calling within 5 days. It has been 2 weeks and no call from the general manager. The resolution that needs to happen is a refund of $50 immediately to my credit card. I originally had a second rental from them to move the rest of my furniture, but went through Enterprise instead with a much better experience.

  

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3880899
  
  Dear Ms. ********************** you for your concern for our customer *************
  
  ***************************, Senior Staff for our *********************, followed up on the information ************ provided and sent her the following email in response:
  ****************** have looked at the information provided and see you did attempt the after hours return (***** refund) prior to leaving the keys. And due to no one explaining the policy to you I will also refund the extra gas charge of 30.00.I will be sharing with the Manager that we need to speak with our customers in these situations. I appreciate your time, and sorry for the inconvenience.Thank you, ***************************
  
  The $50 refund was issued back to ************* Master Card account and 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 International

  Customer Answer

  Date: 08/31/2022

  
  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:08/26/2022

  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.

  My husband and I reserved a 10 ft Uhaul truck from *************, ***** back to ******, ***** (reservation number ******** which should have been $157.00). We called on 08/19/2022 to confirm the truck and was asked if we would be willing to return it back to ************* instead of ******, *****. We said "no", because it was past our destination plus that's more fuel. We were then told "oh we don't have a reservation for you and you will need to make a new one and we can only give you a 15ft truck". We explained to Uhaul that we absolutely don't need this big of a truck and want the one we initially booked. We ended up being stuck in a position where we had no choice but to get the 15ft truck because we had items to move (this reservation number is ******** which cost us ****** plus gas). As we were heading home after picking up our items, we get a call from Uhaul asking if we were still picking up the truck for reservation number ********. We explained to the rep what happened and she stated that the information provided was not accurate and the truck was still available. I then explained to the rep that we were instructed to pick up our reservation at a totally different location which was ********************************************************************************. We filed a complaint with Uhaul on 08/24/2022 with Kamry ref #*******. She advised that she will get a supervisor to call us. We never received a call from a manager at all. Instead they turned the complaint over to the location where we picked the Uhaul up and placed the blame with this location!! That is absolutely incorrect and we want this rectified now! Uhaul lied and definitely cost us more money than what we alotted for!

  

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3904386
  
  Dear Ms. ********************** you for your concern for our customers, ******* and **************************
  
  ***********************, our Field Manager for our ******************** **************** reviewed the information **************** provided.  He informed our office a refund for $76.31 was issued back to their **** account 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:08/26/2022

  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 used U-haul's ************ to move a box from *********, ** (6/14) to ******, ** (8/10). Using moving help hired through U-haul, on 8/11 the box was brought to me, emptied, and returned to U-haul. But I noticed on 8/12 that U-haul was charging me for another month's rent on the box, as though I was still using it, so I removed my credit card and called U-haul to ask about the charges (and make sure the box had been properly returned). **************** told me not to worry about it - the facility in ****** just needed to update the box as empty, yes it had been returned. The next day, 8/13, I called **************** again and they gave me a claim number (387-8114) and told me it would be resolved within three days. I called back on 8/19 after getting a delinquency notice from u-box, with a late fee. The rep said initially she did not see the charges, that someone from corporate had gone in and closed my account and everything looked fine...but I pushed her to look harder, and she could see the charges and the accumulating late fees. She said it seemed the Uhaul location in ****** had not implemented the changes to my account (i.e. clearing it). She transferred me to the scheduling manager at the ****** office who said "I have no idea why they transferred you to me" and had no idea what to do. When pushed, he looked into it, and said that they have no record of the charges to me on their end. He suggested the issue was with the movers, which I knew was not true because the facility had checked the box in on the day the movers were supposed to bring it back (they had just not marked the box as empty and were continuing to charge me rent for an empty, finished box). I asked the scheduling manager in ****** to look into the issue for me, and now, a week later, nothing has changed AND I have absolutely no way to clear these charges on my account.

  

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3901801
  
  Dear Ms. ********************** you for our concern for our customer *******************
  
  ***************************, our GM for our U-Haul Moving and Storage of Hillside, followed up on the information ***************** provided and sent her the following email in response:
  Hello my name is *****, the general manager of U-Haul ******** **. Hope all is well.I left a message letting you know that you were moved out of the Ubox and that you were not charged anything extra than what you were suppose to pay. If there are any questions are concerns feel free to call us back - *************************** 8/29/2022 2:08:38 PM Thank You
  
  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:08/26/2022

  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.

  Uhaul of Renton Highlands keeps charging my debit card for varying amounts over the last 60 days. This is due to a ongoing dispute I have with them and proper action was not taken. I did not authorize additional charges, and per their contracts, they are only allowed to place a hold, then charge remaining amount. If amount is disputed, no charge is made until resolved. If resolved, a final bill is sent. If not paid, will get sent to collections. Did not state that they will continue to charge your card indefinitely! They want me to pay for a rental I did not want, or reserve but forced me to take that later ruined all my items inside and cost me money from a client as I was delivering materials to her wedding. Plus, truck was so big, could not fit it near the venue space. I tried to get this resolved with them in person, over the phone, and through email with no avail. Now they have taken to stealing money from me.

  

  Business Response

  Date: 08/30/2022

  August 30, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3814980
  
  Dear Ms. ********************** you for your concern for our customer *****************
  
  ***************************, our President for our South ******* **************** followed up on the information **************** provided and sent her the following email in response:
  ***************, As explained by the manager of this location on multiple occasions, we take major credit cards for the cargo vans and pickups due to the fact that they are leased. We do have a cash/debit option with all of our other box trucks and trailers, because we own them. I am sorry for the inconveniences this caused you. Due to the fact that you did not pay the balance owed and agreed to, we are attempting to collect the balance owed. Per your agreement when picking up the truck you confirmed you will pay all balances owed for this rental and offered your debit card at the time of pickup for these charges. We will continue to attempt to collect this balance until it is settled, up to and including charging your card and going to collections if needed. We would prefer to have you pay the balance owed, so we can show your account as settled and not need to keep attempting to collect the balance owed. Please let me know if you have any other questions or concerns. ***************************, ***************** President
  
  Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
  
  Sincerely,
  *****************************
  Executive Assistant
  U-Haul International

  Customer Answer

  Date: 08/30/2022

  I do not accept this as a manager never spoke to me about this matter. When I asked to speak with someone higher up, they refused me. I previously paid in full for a cargo van with a debit card with no problem. Per their contract that I signed, they are only allowed to charge your card a total of two times. They are violating their own contract. They have not taken my complaint seriously and ignored the fact that I lost money due to their bait and switch because I couldnt get the vehicle to the venue because it was too large, they gave me a vehicle that its wheel locks, and the shocks were bad so all items jumped and bumped around like crazy (even with proper packing and padding) that I lost 50% of its contents which was food and flowers for a wedding. 

  

  Business Response

  Date: 09/06/2022

  September 6, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3814980
  
  Dear Ms. ********************** you for your continued concern for our customer *****************
  
  ***************************, our President for our South ******* **************** reviewed Ms. ******* recent comments and sent her another email in response:
  ***************, The manager of this location called and spoke with you on 7/16 and left a voicemail with you on 7/26. In the call on the 16th she explained the credit card policy for cargo vans and pickup trucks. The 10 foot truck is van with a truck box put on the back, so the shocks and chassis components are the same as the cargo van. We have had no other complaints about the ride of the vehicle and it has been on many rentals after yours. It has been our policy for some time to only take credit cards for these vehicles. If someone took a debit card in the past they did not follow this policy. I will be checking your rental history and if one of our agents took a debit card for your pervious rental we will be retraining them on this. Thank you for bringing this to my attention.*************************** ***************** President
  
  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:08/26/2022

  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.

  I made a reservation online for a Uhaul truck to be picked up Saturday 8/20/22 10 am. After several issues with Rome Uhaul I called and spoke to the supervisor at Rome who ended up resolving most of them. She gave me a $50 comp that would be placed on my card once the rental was returned and she got me a truck out of ***** to shorten mileage and informed me 67 miles were included. 8/20/22 I picked up the truck from *****. The rep on site charged me $52 plus tax for the truck and changed the mileage charge to 20 cents/mile from the usual 99 cents/mile after reviewing the notes under my reservation. I made sure the $50 comp was still active and the 67 miles were included. I was told yes. We took the truck and the truck was full of roaches. We brought it back and requested another one. They agreed to throw in a free dolly for the inconvenience which I did not think was fair enough but didn't argue. I returned the truck after hours and was told doing so would not alter any comps. U-haul website told me I would be charged ****** which included a 99 cent/mile charge all of the miles. It charged me for the dolly and other fees that shouldn't be there. I checked the box saying I did not agree with the charges, left a detailed note as to why and what my actions would be if I was charged this amount. I checked my account and there was a pending charge for ****** on my card on file. 8/21/22 the rep I had dealt with at ***** U-haul called and was very rude and argumentative with me. She told me that this was my fault because I returned the truck after hours. In the end she told me the assistant manager would call me about the charges and hung up on me while I was mid sentence. I checked my account 8/22/22 and the ****** charge was gone so I believed the situation was being fixed. I never received a call from the assistant manager and on 8/25/22 I received a receipt for the ****** and it was taken from a card I did not put on file for the charge.

  

  Business Response

  Date: 09/13/2022

  September 13, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3917127
  
  Dear Ms. ********************** you for your concern for our customers, ********************************* and *********************, whose name is on the rental agreement.
  
  *******************************, our President for our North **************** **************** followed up on the information *********************** provided.  He informed our office a refund for $103.04 was issued back to their **** account ending in **** as an adjustment on their rental.  The refund can take up to 5 business days to post to their 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:08/26/2022

  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.

  Charged for fuel, but retuned with ********** level as given at the contract

  

  Business Response

  Date: 09/12/2022

  September 12, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3709342
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  A refund for the extra fuel expense in the amount of $16.28 was issued back to **************** **** account in the interest of customer good faith.  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