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 Moving & Storage

  2516 4th Ave E Olympia, WA 98506-4823

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:08/25/2022

  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.

  U-Haul overcharged me for a trailer rental. The charge should have been $30.80. Instead, I was charged $61.60, which is an overcharge of an additional $30.80. I have attempted to correct this with the U-Haul vendor who issued the charge (******************* in ***************, **), and I have attempted to correct this with U-Haul customer service. These attempts have been unsuccessful.The details of this issue are as follows:On August 13, 2022, I rented a U-Haul trailer at a vendor called ********* in ***********, **. The initial rental period was for two days, beginning at 10:17am on August 13 and ending 48-hours later on August 15. I was charged $84.70 for the two-day period. I returned the trailer on August 16, 2022 at 10:00am to the designated U-Haul vendor (******************* in ***************, **). This was one day longer than the original rental period. In accordance with the rental contract, this should have resulted in a corresponding one-day additional charge of $30.80 ($20/day rental + $8/day insurance + taxes). Instead, I was charged for two additional days.I discovered the overcharge later on the day of August 16, when I received the turn-in receipt by e-mail. The receipt incorrectly states that the trailer was turned-in at 1:09pm. I believe it is this incorrect time entry that caused the overcharge.On August 16, after receiving the e-mailed turn-in-receipt, I telephoned *******************. This vendor said he could not correct the overcharge, and that I needed to contact U-Haul customer service. I then contacted ********************** customer service, who said they were unable to contact ******************* to verify the turn-in time, that as a consequence my issue was being forwarded to an area manager for resolution, and that the area manager would contact me within 72 hours.It has now been nine days since I spoke with U-Haul customer service, and I have not been contacted by anyone.The U-Haul contract number for this issue is ********.

  

  Business Response

  Date: 08/29/2022

  August 28, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3899808
  
  Dear Ms. ********************** you for your concern for our customer *****************
  
  As a courtesy, a refund for the second day rental charge was refunded back to Mr. ******* Master Card account on August 25th in the amount of $30.  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:08/25/2022

  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.

  please see attached

• Initial Complaint

  Date:08/25/2022

  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 Uhaul on 12/13/2016 an paid in full. I received a collection notice in 2016 an forwarded them the receipt an never heard anything back. I went to pick up a uhaul that I reserved for today 8/25/22 an they advised me that I have a balance. I forwarded them a copy of the receipt an was told it wasnt a valid receipt. I advised them that it was the receipt I was given an when sending it to them in 2016 I was not advised any of this. An now they advised because its 6 years old they have no access to records and can only reduce the balance. Im not paying something I already paid an feel like this is a scam. An would like this investigated an action taken. I requested a corporate email but the young lady I spoke too at uhaul advised that

  

  Business Response

  Date: 08/29/2022

  August 28, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3899729
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  *****************************, our Traffic Manager for our ************************* followed up on the information ************* provided.  She informed our office,after reviewing the documents for Mr. ****** contract and the credit card history,the receipt ************** had was generated by U-Haul.  He was issued a refund for $91.31 in 2016 for overpayment.  She will have the debt canceled and remove him from eAlert.  ***************** mentioned when she called the telephone number and asked for **************,the person said nope and disconnected the call.  She called back and left a message requesting a call back from him.
  
  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: 08/29/2022

  Its not about a credit I am being refused a uhaul due to an over $600 bill. Is this being removed from my record as its been paid. Your saying the $91 is being credited but that was done 6 years ago. The issue is the bill thats been paid an yall are trying to collect again. An then I was promised a Uhaul on 8/25/22 an refused an then when my wife called in she was belittled by customer service an was refused any assistance an told she couldnt have a corporate email or any other info an the rep refused to even put a supervisor on the line. She advised was the highest person an no one else could do anything but she could lower the bill. They acted like we forged the document an treated her horrible. I want the bill removed an I want something in writing saying its been removed an a credit for th uhaul guarantee has been issued. Im not sure what number is listed but if youre looking at the original booking thats from December 2016 an no I dont have that number any longer.

  

  Business Response

  Date: 08/31/2022

  August 31, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3899729
  
  Dear Ms. ********************** you for your continued concern for our customer ***************
  
  We checked with our ********************** and both billing accounts are showing a $0 balance due.  His account with our eAlert Department is showing at a deactivated status, therefore, ************** is allowed to rent from U-Haul. 
  
  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:08/24/2022

  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.

  Truck was unsafe to drive at highway speeds,Truck shook at ***** mph pulled hard to the right and shook upon intial moving from 0-10mph Truck wasnt able to be used for purpose to moving items to storage due to unsafe condition at highway speeds Since I wasnt able to use the truck to its full capability I would like some sort of compensation for this issue. I had to use my personal for multiple trips to move heavier items to my storage unit Reservation number ******** Date of rental 7/30/2022 Price payed $223.90 Was told by a U-Haul manager in email that the truck was serviced by the Head mechanic and mechanic reported vehicle did have a shake but was safe to drive. Unfortunately any vehicle that has a shake is not safe to drive due to many Different possibilities.Email from ******************* a u-haul manager is attached.

  

  Business Response

  Date: 08/29/2022

  August 28, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3893581
  
  Dear Ms. ********************** you for your concern for our customer *****************
  
  ***************************, our Executive Assistant for our Northern ******** **************** followed up on the information **************** provided.  He informed our office he reviewed Mr. ******* concerns and asked we relay his apology for the inconvenience we caused.  A refund for $223.90 was issued back to his **** account as an adjustment on his rental.  We appreciate Mr. ******* feedback.  ****************** assured our office, the issue will be used as part of our training process with the team to ensure our programs are being followed properly.  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: 08/29/2022

  
  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:08/24/2022

  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.

  In regards to ********, Uhaul, *******************************. August 16, 2022 I was heavily dissatisfied with uhauls service and equipment. Upon picking up the vehicle at 10:15am, I took photos of how dirty the interior was. I called customer service, who told me that I could switch from round trip to one way at any time, and that it would reflect in the balance. I didnt have time to ask for more information, but something felt off in the vehicle, and I drove cautiously despite trying to reassure myself of the standards the vehicles have to be maintained at. When I arrived at the location in Fairfax and unloaded the equipment, I was able to call and attempt to switch to one way. The kind customer service operator then informed me of the actual policy, that once something is dispatched, the trip cannot be changed. Although, that was a costly misunderstanding, especially since I would then need to drive back to Yorktown, I didnt want to make a huge deal out it. It was then that I was asked if I still needed the vehicle, and was confused. Apparently, this location had never dispatched me officially, which means that for half of the trip, I was completely uninsured, putting me and everyone on the road at risk should I have gotten into an accident. It only got worse from here, as when I told the customer service operative which piece of equipment I was in, I was then informed that it was down for service, and not cleared for use. I did not express it at the time, but I was livid. Not only was I uninsured, and being prompted to continue driving an uninsured vehicle, and just be very careful, but I was in a vehicle that was potentially dangerous in high traffic over a long distance that I would have to repeat. I noticed the engine light was on the return trip. I sent them an email with the above details, and a review, and have yet to get a response.

  

  Business Response

  Date: 08/29/2022

  August 29, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3898977
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  Godfry Waswa, our Field Manager for our ****************** Office located out of **************, followed up on the information ************** provided.  He informed our office he did extensive research on **************** rental transaction and would like to discuss his investigation with ***************  He left a message with his call back number requesting a call back from ***************  The only repair done before **************** rental was to the gas tank due to a hole punctured in the tank and gas stolen from the truck.  The only light on inside the truck was the tow light and he believes if ************** noticed the engine light on during his trip back, it could have been because the gas cap was not tightened.  ************** also mentioned the reservation was for an in-town rental and not a one-way rental.  He found the truck to be safe and rental worthy and believes **************, otherwise, would not have been able to complete his trip that consisted of over 300 miles.  He hopes to hear back from ************** soon, if not already.
  
  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:08/24/2022

  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 rental a uhal on august 12,2022. The uhal that was rented me should have never been rented out because it had not been checked and it broke down on me on the interstate which is beyond dangerous. They did have ever give me refund but in the process of the truck towed my items were damaged they said they were going to reimburse me for my desk and my drink machine being damaged but I have yet to hear anything else about my claim or the about the my items being reimbursed. This is beyond ridiculous. I need my items reimbursed as promised.

  

  Business Response

  Date: 08/29/2022

  August 28, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3878640
  
  Dear Ms. ********************** you for your concern for our customer *********************
  
  I apologize for any misunderstanding,however, ******************** would need to file her claim directly with our insurance carrier,RepWest Insurance Company.  She can file by going to their website at https://repwest.com/claims,or by phone at ************ and choose option 1.  She will then be contacted by a claims adjuster who will assist her and discuss the claim process.
  
  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:08/24/2022

  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 reserved a uhaul truck on July 22nd 2022, reserve number ******** when I picked up the truck as I was going down the highway lights came on the dashboard I put on the brakes to pull over and the breaks went all the way to the floor and didn't stop, it slowed down then finally stopped the break light came on the dash! The truck was driving slow with little excelleration. I called uhaul roadside service and they came to pick up the truck and took it. They said they would file the report and call me back and never did. I called several times to get a refund for the faulty dangerous truck and they keep giving me the runaround. I want my $140.00 back for a truck I couldn't use and had to hire other truck company to complete my move. They did refund me $38 they said I was charged for a extra day that I never ask for so they refunded it but never refunded my $140.00. I'm so disappointed in calling this company at least 5 times asking for my money back and they tell me they would get back to me and never do.

  

  Business Response

  Date: 08/25/2022

  August 25, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3846416
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  *********************, our President for our ******** **************** followed up on the information ************** provided.  She informed our office she spoke to ************** and offered her apology for the inconvenience she experienced.  ************** also advised her of a full refund of her rental due to her stopping short of her destination.  The refund for $140.75 was issued back to Ms.****** **** account and can take up to 5 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: 08/25/2022

  
  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:08/23/2022

  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.

  Was over charged for a tow dolly and truck rental that was local in **. I had the truck for a day and a half. Not only did they charge me over 900$, they also never got my Reservation correct, I asked for 1 way and was quoted 1600$, then was informed at pickup that it was almost 3500$! I had to drive back to ******* pay for movers to unload my truck into another truck. As far as the 900$ I was told by **** from corporate that I would be refunded the full amount, I have now been called 2 times by ****** at 32nd st and bell offering only 200. This is not acceptable

  

  Business Response

  Date: 08/29/2022

  August 29, 2022
  
  BBB ID#: ********
  ********************** Ref#: *******, 3896139
  
  Dear Ms. ********************** you for your concern for our customer ***********************
  
  *************************, our President for our Metro ******* and East *********************** followed up on the information ********************** provided and sent her the following email in response:
  Hi *****, I have been trying to reach you in regard to an issue you had at one of my locations. I have my cell phone listed below. Can you please reach out to me at your earliest convenience to help get this resolved. Thank you. ************************* ***************** President ********* and the East Valley ***************
  
  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 International

• Initial Complaint

  Date:08/23/2022

  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 attempted on multiple occassions to contact the business and their corporate office about this issue. The corporate office keeps referring back to local management who never contacts back. It is clear that they chose to be nicer to other customers and they chose not to take care of me because I was wearing LGBT Pride apparel and am a younger Asian-American. This is truly unacceptable. On June 4, I went to this location to pick up Trailer Reservation # ******** but was advised I could not keep the trailer for duration reserved because they still needed it. The reservation was made with a $50 guarantee and, if it could not be honored, I would receive $50. The location advised to call customer service. When I contacted customer service, I was advised that the location noted that I was rude so they would not give me the trailer. So their initial statement to me in-person was a lie. I then made Trailer Reservation # ******** with another $50 guarantee because the website and customer service said it was available. and was advised by the location they did not have that trailer either, but nobody there knew how to honor the guarantee. I have waited two months for a response my my $100 refund due to the location's lies and inability to honor my reservations. Please send a check for $100 to honor the reservation guarantee as advertised and an apology from the location.

  

  Business Response

  Date: 09/01/2022

  September 1, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3762936
  
  Dear Ms. ********************** you for your concern for our customer ***********
  
  ***********************, our President for our South Eastern ********* **************** followed up on the information ********* provided.  He informed our office ********* made a reservation for 10:00 AM but did not show until later that day.  The reservation had already been canceled when he did not show to pick up the equipment.  He then went online and made another reservation, but he was sent to an alternate pick-up location and we issued him the $50 Reservation Guarantee Fee.  **************** relayed a second $50 Reservation Guarantee Fee is not warranted and will not be issued.  The $50 was issued back to ************ Master Card account and should have already posted to his credit card.
  
  **************** mentioned the neighborhood where the U-Haul store is located has many different cultures/beliefs we serve every day and assured our office we do not discriminate to anyone as many of our own staff have the same beliefs. 
  
  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

  Thank you for providing this information. I have not received any written, verbal or recorded communication from ****************. If the response from the business is accurate and truthful, please provide evidence of the remittance of the $50 guarantee and evidence of communication between **************** and myself. I have attempted on multiple occasions to communicate with the leadership and management of this location without resolve. 

  

  Business Response

  Date: 09/04/2022

  September 4, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3762936
  
  Dear Ms. ********************** you for your continued concern for our customer ***********
  
  Evidence of the $50 refund will show on ************ June or July Master Card statement, depending on the cutoff date of his statement and since the refund was issued on June 4, 2022.  ********** can also call the telephone number listed on the back of his credit card if he wants them to research the refund.  I dont have record of **************** contacting **********, but he did provide the information I relayed in my previous response. 
  
  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:08/23/2022

  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.

  Rented a UHaul van, upon rental the van smelled heavily of cat urine, was covered in hair and was full of flies. I mentioned this to the worker and was disregarded- was told 'I appreciate you' which made no sense at all. I returned the van the same night at 6PM. I gave that same worker the keys and he said he would emailed me a receipt. I was contacted this morning (after reaching out about what I stated above via online chat and trying to call) being threatened with police because the man I dropped the keys off to inside the location did not check in the van when I returned it. They checked it in THIS MORNING after a rude phone call to me and after I had to explain to them I brought it back already. I am appalled by this entire experience. I would like a refund for the state of the van as well as the terrible customer service. Reservation # ********

  

  Business Response

  Date: 08/29/2022

  August 29, 2022
  
  BBB ID#: ********
  ********************** Ref#: 3895833
  
  Dear Ms. ********************** you for your concern for our customer ***************
  
  *************************, our GM for our U-Haul Moving and Storage at **************, followed up on the information ************* provided.  She informed our office she issued ************** a refund for $30 back to her Master Card account as an adjustment on her rental.  She also asked that her apology be relayed for the inconvenience ************** experienced with van and her staff.  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