Complaints
This profile includes complaints for U-Haul International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,084 total complaints in the last 3 years.
- 586 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/22/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After calling the store to confirm my delivery today, I still received a **Box on a trailer that was inaccessible. The trailer was backed into my driveway and the **Box was inaccessible because it was loaded onto the trailer backwards. Now, I have to take another day off tomorrow to unload the box, or have to pay another month's storage rent.CE Desired Resolution: Contact by business, apology
Business Response
Date: 08/23/2022
August 23, 2022
BBB ID#: ********, *****************
U-Haul Ref#: 3789422
Dear Ms. ********************** you for forwarding Ms.********* further concerns to our office.
*****************************, our President for our ******* ******** **************** reviewed Ms. ********* recent letters. He informed our office her balance will be cleared upon return of the **Box rental and asked that his apology be relayed for her inconvenience. He assured our office he has followed up on her experience with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve. Our GM of our U-Haul Moving and Storage of **** also explained his store was unusually busy Monday morning and he mistakenly put the **Box on the trailer backwards. He asked that his apology be relayed to ******************* for his error.
Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer 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."****************,
I appreciate so much your kind words in forgiving my U-Haul Collections balance. Please reach me vi text if needed.
Sincerely,
*******"
Regards,
*******************************
Initial Complaint
Date:08/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date: 07/27/2022 $1,337.74 was taken out of my bank account, when I had rented out a trailer from them. They have claimed that i never brought back the trailer back to the same location per contract. They had called me to tell me that I had to ***************** back but I stated to them that i dropped back off the location stated on the contract and i left it right in front of the cameras for them. I called Uhaul multiple times in attempt to resolve this issue and they told me that they do not know why they had charged me the $1,337.74, they also told me that they see the charge but they do not see anything on the contract. I enclosed photos of my contract with them, also the locations of where i was supposed pick up and drop off. I also have gotten no response from them. I would like for them to give me my $1,337.74 back.Business Response
Date: 08/24/2022
August 24, 2022
BBB ID#: ********
********************** Ref#: 3876881
Dear Ms. *********
Thank you for your concern for our customer ***********************
********************** our Executive Assistant for our ****** **************** followed up on the information ********************* provided. He informed our office he reviewed camera footage covering the return time and confirmed Mr.********** return of the trailer to the U-Haul store. He also issued a refund for $1,337.74 back to his Master Card account for the extra charges. 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 InternationalInitial Complaint
Date:08/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
U-haul wouldn't honor the quote receivedBusiness Response
Date: 08/24/2022
August 24, 2022
BBB ID#: ********
********************** Ref#: 3894965
Dear Ms. ********************** you for your concern for our customer ***************
***********************, our Traffic Manager for our ****************, Staten *********************** followed up on the information ************** provided. He informed our office he spoke to ************** and addressed his concerns. He explained the difference between an in-town and a one-way rental rate. Our records indicate ************** has a reservation for an in-town rental, meaning the rental equipment will need to be returned back to the same renting location.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:08/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After returning my rental from ************* to ********, ** I had received a bill for going over contracted miles and for fuel, however I took videos of the dash and outside of vehicle when i returned the rental and was able to prove that I had not put the miles or used the fuel that I was being charged for and was able to quickly resolve that issue, however now I'm being charged for a number of tolls that all occurred after my return of the rental I've attempted multiple conversations with live chat and sent a correspondence through email that has yet to answered. I attempted to challenge/remove the charges directly with my CC company but quickly received an email back that I'm responsible for the charges and subsequently recharged for the tollsBusiness Response
Date: 08/23/2022
August 23, 2022
BBB ID#: ********
********************** Ref#: 3863292
Dear Ms. ********************** you for your concern for our customer *************
***********************, Senior Agent with our ********************* followed up on the information ************ provided and sent him the following email in response:
Hi *******, I am sorry to hear of the issues that you had with your rental. I don't have any details as to how the error occurred, but I do know that there was a refund processed for those extra charges. Our billing system automatically matches the customer responsible for any tickets or tolls that occur during a rental by the details providing by the issuing entity such as the date/time of occurrence and plate are used to determine the responsibility.Unfortunately, because it is automated, there wouldn't be any way to know about any rental issues that *** have occurred, or that we billed you in error until you reach out to us with inquiry. Of course, with your dispute, we are now aware and I can assist with the tolls charged in error. I have requested that our charges be refunded. Once my request has been processed by our Credit ************ you should see that credit within 5-7 business days. Again, my apologies for the billing errors for the rental charges, toll charges and any inconvenience that this *** have caused. Please don't hesitate to reach out to me if you have any questions.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:08/21/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 6, 2022 I was in an accident while moving residence to *******. I was vey fortunately relatively uninjured, but the car was totaled and I and the car car were moved to a small repair shop in ********, where the accident occurred. Fortunately there was a Uhaul truck available and I was able to put my belongings into truck. The owner ******** ***************** ***** ******************* *************************** was a Uhaul dealer. Since I only foresaw a one day, one way rental, returning the truck to **********, **, they suggested I add/pre-pay extra miles because adding them later would be "Very expensive". They assured me then and again when I saw that they credit card request would be $553.28 that it would be pending and that they would only charge me $40 for the rental plus miles. ** it was, I had to keep the truck an extra 2 days due to lack of car rental availability. When I returned the truck to ********** *******, that dealer only charged me for the extra 2 days saying the original dealer would bill me for the one initial day.Return dealer correctly charged me $40 plus tax for 2 days rental ($115.20), no extra miles.Despite Dudleys assurance,U-Haul charged me the full $553.28.******* told me they were arguing with U-Haul that I should be only charged for the one day rental as agreed & that ALL the pre-paid miles should NOT be charged, however they said U-haul would not agree. I contested the $553.28 charge with my credit card company stating I only owed the $57.60.At this point I will try to open a "Customer Action File" with **********************, but I do not expect they will relent on and correct the errant amount, Thus I am appealing to BBB to intercede on my behalf!Thank you! I have attached the invoices of BOTH parts of the rental as they were billed separately as the drop site explained they would be. ****** did not seem to be aware this was standard procedure. I sent them the paid bill from the drop off. Thank you again!!!Business Response
Date: 08/23/2022
August 23, 2022
BBB ID#: ********
********************** Ref#: 3894002
Dear Ms. ********************** you for your concern for our customer *****************
***************************, our President for our Eastern ******** **************** followed up on the information **************** provided. She informed our office she spoke to **************** and offered her apology for the inconvenience he experienced. He also advised him of a refund for $553.28, as requested, 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 InternationalCustomer Answer
Date: 08/24/2022
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:08/20/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 13th I returned a rental from uhaul. The csa advised me my total owed was over **** dollars. I thought he was joking and asked again what was my total as the prior balance was only 69 dollars. I saw that there was an attempt for the **** dollars notifications popped up on my phone. When I asked why was I been charged that much he said he dont know and the boss is not around. I show them a picture of the milles I left with and returned and explain I had only driven 15 mole so it was impossible for a **** dollars charged. The csa got upset and demand I make the payment. I refuse and later there was a new charged for 75 dollar to my debt card I never gave them and over 200 to my credit card with no explanation. Uhaul continues to ignore my request explaining the charges and the fraud charges on my card.Business Response
Date: 08/24/2022
August 24, 2022
BBB ID#: ********
********************** Ref#: 3892790
Dear Ms. ********************** you for your concern for our customer ************************* name listed on the rental agreement is **************************
*********************************, our President for our South Central ******* **************** followed up on the information Ms.*** *************** He informed our office he spoke to Ms. *** and offered his apology for the inconvenience she experienced. He relayed she was not aware of the $56 charge for Safe Move Protection. ********************** issued her a refund for the fee back to her Master Card 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 InternationalCustomer Answer
Date: 08/24/2022
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,
Dane Pit
Initial Complaint
Date:08/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed a 8 truck rental online on 8/4/22 and purchased a collision waiver and was charged a $150 deductible..attached are pictures of the scratch and online agreement..I tried to contact management at the location,called customer and emailed customer service with no luck..please contact me for further details and requesting my $150 deductible for something I did not do..it was an an employee fault..thank youBusiness Response
Date: 08/22/2022
August 22, 2022
BBB ID#: ********
********************** Ref#: 3892644
Dear Ms. ********************** you for your concern for our customer ***************
*****************************, our President for our ************** **************** followed up on the information ************** provided. He informed our office, based off his investigation, he will close out Ms. ****** contract without deducting a charge for new damage.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:08/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used uHaul to book 3 uBoxes, movers, and transportation of my boxes back in June. The movers that I booked through them were highly unprofessional, unresponsive, and damaged thousands of dollars of my stuff as well as left much of my property in my driveway during my move. I tried to change movers prior to the day of the move and uHaul and Movinghelp (same company pretending that they aren't) refused to help and kept sending me back and forth to one another. On the day of my move I had constant issues and tried to work with uHaul to get it fixed. They said they would call me back and never did. They encouraged me to continue using the movers and that they could not make any changes for me.After the terrible move I have been trying to get uHaul to assist me in my problems. They have refused to respond. They told me they would reach out to me within 72 hours and never did so. I followed up and they said they would call me . I waited and they never did. They now say that they will not work with me to resolve the problem and will not respond to me at all. I have uploaded 4 screenshots of them lying to me and refusing to assist me with my problem. I have more screenshots and a large collection of supporting materials and call logs as well. I am giving them one more chance to reach out to me and to make a good faith effort to resolve this. If they do not call me with 48 hours of receiving this message then I will be filing a credit card charge back and hiring a lawyer.Business Response
Date: 08/29/2022
August 29, 2022
BBB ID#: ********
********************** Ref#: 3776517
Dear Ms. ********************** you for your concern for our customer *****************
***********************, a Moving Helper Advocate, followed up on the information **************** provided. She informed our office **************** was advised he will need to pursue his claim with the moving helper provider directly. All contact information for the provider was previously given as well as the avenues to pursue them. ******************** mentioned a dispute case was opened as well as a refund issued for the entire job by Moving Help to **************** She reiterated again that the provider would be the main contact for **************** to work out a resolution with as they are the individual business.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 08/30/2022
This is not a sufficient response. They already know that and are not making a good faith effort to resolve the matter. The fact that they cannot reach out to me and make an actual effort to resolve it and take responsibility for their part speaks volumes. They coerced me into using the provider. They highly recommended the provider. They advertised the provider. When I tried to change movers prior to the move they resisted my efforts to do so. They can make a good faith effort to contact me or I will start by contacting my CC company and filing a dispute and will proceed to legal action afterwards. I have dozens of call records of uHaul not helping me, trying to shift the blame, and making promises they have not kept.Business Response
Date: 09/02/2022
September 1, 2022
BBB ID#: ********
********************** Ref#: 3776517
Dear Ms. ********************** you for your continued concern for our customer *****************
***********************, a Supervisor with Moving Help, reviewed Mr. ******* recent comments. He relayed **************** was issued a full refund for the payment collected by Moving Help for the service on June 1, 2022 and this is the full extent of compensation available through Moving Help. **************** has been provided with the Terms and Conditions that the customer agreed to stating ********************** Help is a neutral Marketplace and does not endorse any of the individual Service Providers and any disputes over the service, including damages, would need to be resolved with the Service Provider directly. ****************** added that **************** has been provided with the business information for the Service Provider if they do decide to take legal action against those helpers.
We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalInitial Complaint
Date:08/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am the facility manager of a newly acquired Extra Space Storage site in ****, **. The previous owners/managers/company of this facility offered Uhaul truck rentals.Since the change in ownership/management, Uhaul services/rentals are no longer available at this location, but the facility address and contact info is still on the Uhaul websites and we get daily calls and customers coming into the office looking for Uhaul truck rentals.I have spoken to the Uhaul customer service and corporate/business service departments in regard to this change, and there has been zero resolution from the Uhaul company. Our address still shows at the top of the list for Uhaul rentals in ****, **. When I have spoken to the **************** line, I have been told to "just deal with it, thats how it is" and that Uhaul "knows about the issue".This should be a simple fix of their website, but I cannot get anyone from Uhaul to help.The facility was previously called ************* Storage", and still shows that on their website (attached). It is now Extra Space Storage and we do not offer truck rentals. Please let Uhaul know that they have a serious customer service issues on their hands and I have personally spoken to over 20 verbally upset customers of theirs.Thank you!Business Response
Date: 08/19/2022
August 19, 2022
BBB ID#: ********
********************** Ref#: 3889944
Dear Ms. ********************** you for forwarding Ms. ***** concerns to our office.
I have forwarded the information *********** provided to our department that handles online changes in order to correct the issue.
Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,
*****************************
Executive Assistant
U-Haul InternationalCustomer Answer
Date: 08/19/2022
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:08/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I reserved a U-Haul from this location for pickup on July 29 at 9:00 ************ #********. I purposefully selected U-Haul Truck Share 24/7 pickup and set up everything in advance so that I could quickly locate the vehicle and take off after arriving. I was informed via email that truck would be ready approximately an hour before my pick-up time. I arrived at 8:30 AM to give myself a buffer as my movers were arriving at 9 AM. I showed up and upon locating my vehicle, noticed another person was in it. I then asked him to return my truck and he informed me the U-Haul team gave that vehicle to him. I then told him my name was under that vehicle ID and that it was on my contract. He told me he was going to keep the vehicle and to talk to the U-Haul staff. I then spoke with the U-Haul staff and it took them several minutes to locate my truck and realize their mistake. They then handed me keys to another vehicle and did not register this vehicle to my name. I asked them to do this as I did not want to be liable for a vehicle I was not renting. They told me it was not a problem and that it was all the same thing. I was not able to leave the lot until 8:50 AM, which put me behind on timing. I asked again for a new contract and they did not update it or provide one with new vehicle. So for the sake of time, I left and completed my move and returned the vehicle. A few weeks later I was hit with toll charges. I did not take the toll at all while driving. I check the charges and I see that these are posted to my old vehicle, which the other guy was driving. So now I am being charged for tolls for a vehicle I did not drive but it is still tied to my name because U-Haul did not make the contract change. I then contacted U-Haul customer service and they informed me I now have to go through a separate manager to dispute these charges and that I should just wait it out. This was a terrible and unprofessionally handled service. I am requesting a full refund for the entire rental.Business Response
Date: 08/24/2022
August 24, 2022
BBB ID#: ********
********************** Ref#: 3874574
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:
Hi ***************** This is *************************** with U-Haul Moving and Storage of ******,**. I first want to apologized for the inconvenience you had at the U-Haul on ************. I reviewed the dispatch contract and it was modified before you left the property. I see your rental reservation was scheduled for 9:00 AM and contract last modification was at 8:50 AM. It was completed before the time requested.Concerning the toll charges, our team is getting them refunded back due to a system not recognizing the modification immediately, my apologies for that. I will process a refund of $50.00 for the inconvenience you had at the center and for the tolls charged to you card on file. We appreciate your Business. 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
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